Administrator Guide (Dynamics 365 Customer Engagement) | MicrosoftDocs For Dynamics Engagement

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Contents
Administer Dynamics 365 Customer Engagement
Release history
Getting started with your subscription
Terminology
Try Dynamics 365 (online)
About Unified Interface
Enable hybrid experience
Onboard your organization and users
Onboarding cheat sheet for admins
Enabling preview features
Move between apps
Sign in to apps
Troubleshoot sign-in problems
What is Office 365?
Office 365 user ID
Manage subscription with Office 365 admin center
Service health
Using Organization Insights solution
Using Organization Insights dashboard (preview feature)
Manage updates
Policies and Communications
Switch from CRM Online to Dynamics 365 (online)
Important information for CRM Online customers
Important information for CRM Online volume license customers
Promo codes: Non-profit Web Direct
Promo codes: Student Web Direct
Promo codes: Faculty Web Direct
Promo codes: Government Web Direct
Promo codes: Commercial Web Direct

Support and billing
Contact technical support
Help and additional resources
Volume licensing FAQ
Billing FAQ
Contact information for billing support
Troubleshoot problems
Requirements/supported configurations
Online requirements
Plan for online deployment and administration
Supported web browsers and mobile devices
Web application requirements
Support for devices
Manage subscriptions, licenses, and user accounts
Reset a user's password
Manage email notifications
Purchase and assign licenses
Manage Microsoft licenses
Manage user account synchronization
Grant users access
Restrict access with trusted IP rules
Invite users with Azure Active Directory B2B collaboration
Administer without a license
Cancel subscription
Use the Service admin role to manage your tenant
Add Partner of Record
For partners: get credit when customers subscribe
For partners: Delegated Administrator
Manage security, users, and teams
Security concepts
Security roles and privileges
Create or edit a security role

Copy a security role
Create an administrative user and prevent privilege elevation
Assign security roles to a form
View user profile
User session and access management
Field-level security
Set permissions for a field
Enable or disable field security
Hierarchy security
Create users and assign security roles
Manage teams
Team templates
Team templates for access rights
Add teams or users to field security profile
Synchronize user information between Dynamics 365 and Active Directory
Add or remove sales territory members
Troubleshooting: Read-write access
Manage instances
What's new with instance management
Sandbox
Add instance
Switch instance
Copy instance
Delete instance
Backup and restore instances
Support instances
Move instance
Common Data Service instances
Edit properties of an instance
Multiple online instances or tenants
Add and edit multiregional instances
Migrate Dynamics 365 (online) to Dynamics 365 (on-premises)

Encryption keys for instance
Troubleshooting: Unblock required URLs
Datacenter regions
Australia
Canada
Germany
India
Japan
Geo to geo migrations
Set up an organization
Regional and other business management settings
Numbers, currencies, times, and dates
Transactions with multiple currencies
Enable languages
Fiscal year
Privacy preferences
Sales territories
Auto-numbering prefixes
Define subjects for cases, products, and articles
Create or edit business unit
Delete business unit
Assign business unit to different parent business
Create or edit a site
Add resources to a site
Enhanced service level agreements
Configure Relevance Search
Manage product catalog configuration
Enable rich text for appointment activities
Performance tuning and optimization
Verify network capacity and throughput for clients
Key preparation and configuration tasks
Data query performance

Manage your data
Add or remove sample data
Import data
Template for data import
Detect duplicate data
Duplicate detection rules
Turn duplicate detection rules on or off
Bulk duplicate detection
Bulk deletions
View and take action on bulk deletion jobs
Monitor and manage system jobs
Audit data and user activity
Data encryption
Remove user personal data
Manage storage
Free storage space
Fixing Add License Wizard and Add Storage Wizard errors
Recover database space by deleting audit logs
Enable change tracking to control data synchronization
Replicate data to Azure SQL Database
What's new with Data Export Service?
Move configuration data
Create a schema to export configuration data
Configure date settings for demo data
Modify a configuration data schema
Import configuration data
Work with templates
Articles
Email
Work with mail merge templates
Campaign
Entitlements

Excel
Word
Create signature for email or queue
Extend Dynamics 365 Customer Engagement
Integrate (synchronize) your email system
Deploy Dynamics 365 App for Outlook
Deploy email for Unified Interface
Server-side sync overview
Supported email service configurations
Set up server-side sync
Connect Dynamics 365 (online) to Exchange Online
Connect Dynamics 365 (online) to Exchange Server (on-premises)
Connect to POP3 or SMTP servers
Migrate settings from the Email Router to server-side synchronization
Troubleshooting
When would I want to use this check box?
Error logging
Best practices
Forward mailboxes or edit mailboxes
Configure Outlook or Exchange folder-level tracking
Use Outlook category to track appointments and emails
Track Outlook email by moving it to a tracked Exchange folder
Set incoming and outgoing email synchronization
Choose records to synchronize with Exchange
Control field synchronization with Outlook
How field security affects synchronization with Outlook
What fields can be synchronized with Outlook?
View the fields synchronized with Outlook
Frequently asked questions about synchronizing records
Set personal options that affect tracking and synchronization
Monitor email processing errors
Why does the email sent have "Pending Send" status?

Email message filtering and correlation
Forward mailbox vs. individual mailboxes
Recover from Exchange Server failure
Extend with integration and solutions
Manage your documents using SharePoint
Software requirements
Server-based SharePoint integration considerations
Set up
Set up Dynamics 365 (online) to use SharePoint Online
Switching from the list component or changing the deployment
Configure server-based authentication with Dynamics 365 (online) and
SharePoint Online
Configure server-based authentication with Dynamics 365 (online) and
SharePoint on-premises
Troubleshooting server-based authentication
Configure SharePoint integration using the list component
Enable SharePoint document management for specific entities
Create or add a document location for the first time
Edit existing SharePoint site records
Create or edit document location records
Permissions required for document management tasks
Validate and fix SharePoint site URLs
Connect to Microsoft Social Engagement
Install the Social Selling Assistant
Control social data
Manage Bing Maps
Enable embedded Flow (Microsoft Flow)
Preview Feature: Live Assist powered by Café X
Deploy packages using Dynamics CRM Package Deployer and Windows PowerShell
Use Power BI with Dynamics 365
Preview feature: Set up Cortana integration
Install, update, or remove a preferred solution
Add Office 365 Online services

Connect Dynamics 365 (online) to Exchange Online
Connect Dynamics 365 (online) to SharePoint Online
Setup Microsoft Teams integration
Skype for Business and Skype integration
Set up Dynamics 365 (online) to use Skype or Skype for Business
Deploy Office 365 Groups
Set up OneNote integration
Enable OneDrive for Business (online)
Enable OneDrive for Business (on-premises)
Enable Office Delve
Connect to Yammer
Preview feature: Microsoft Cognitive Services integration
Preview feature: Automatically suggest knowledge articles
Preview feature: Suggest similar cases for a case
Enable document suggestions
Dynamics 365 Government
Dynamics 365 (online) Government - Feature availability
System Settings Dialog Box Reference
General tab
Calendar tab
Formats tab
Auditing tab
Email tab
Marketing tab
Customization tab
Outlook tab
Reporting tab
Goals tab
Sales tab
Service tab
Synchronization tab
Mobile Client tab

Previews tab
On-off switch for Learning Path (guided help)

Administrator Guide for Dynamics 365 Customer
Engagement
8/24/2018 • 2 minutes to read • Edit Online

Applies to Dynamics 365 (online), version 9.x
Applies to Dynamics 365 (online), version 8.x
NOTE
This content is for Dynamics 365 (online), version 9.0, or later. For documentation for earlier versions, see Administering
Dynamics 365.

Implementers and administrators for Dynamics 365 will find the resources and topics provided in this guide to
help you manage and configure Dynamics 365 Customer Engagement applications and services.

Get started
Getting started
Onboard your organization and users
Onboarding cheat sheet for admins
Create users and assign security roles
Manage your data
Extend Dynamics 365 Customer Engagement

Extend
Integrate your email system
Manage your documents using SharePoint
Add Office 365 Online services
Install or remove a preferred solution

Additional resources
YouTube playlist
Community forum
Contact support

See also
Customization Guide
Developer Guide
Reporting and Analytics Guide

Manage subscriptions
Manage subscriptions, licenses, and user accounts
Purchase and assign licenses
Grant users access
Switch from Dynamics CRM Online
Support and billing

Manage instances
Manage instances
Sandbox instances
Add an instance
Switch an instance

Product updates
What's new in Dynamics 365
Release history
Dynamics 365 Customer Engagement Readme

Release history for Administrator Guide
8/24/2018 • 2 minutes to read • Edit Online

Applies to Dynamics 365 (online), version 9.x
This is the release history page for the Administrator Guide for Dynamics 365 Customer Engagement
documentation. Note that some of the updated and new topics relate to changes made since the last product
release and are not exclusive to Dynamics 365 (online), version 9.0.
Check out the following for more "What's new" and release history information:
What's new in Dynamics 365
TIP
To see the versions that apply to the updates below, see Support: Dynamics 365 (online) releases

Dynamics 365 (online), version 9.0
NEW AND UPDATED TOPICS

DESCRIPTION OF CHANGES

Public Preview: Introducing Live Assist for Dynamics 365
Powered by CaféX

Added new topic.

Configure Relevance Search to improve search results and
performance

Updated topic.

Use Power BI

Updated topic.

Replicate data to Azure SQL Database

Added new topic.

Out-of-band topics
The following are topics for features that were delivered out of band since the prior product release.
NEW AND UPDATED TOPICS

DESCRIPTION OF CHANGES

Purchase and assign Dynamics 365 (online) licenses

Added information about PowerApps licensing.

What's new with instance management

New topic.

Common Data Service instances

New topic.

User Guide (Dynamics 365 for phones and tablets)

Updated topic.

What's supported

Updated topic.

Enable accessible email flow

Added new topic.

NEW AND UPDATED TOPICS

DESCRIPTION OF CHANGES

Contact Technical Support

Updated topic for new ticket process.

Preview feature: Set up Cortana integration

Updated topic.

Use the Organization Insights solution to view metrics about
your instance

Updated topic for version 1.3.0.1

Invite users to Dynamics 365 with Azure Active Directory B2B
collaboration

Added new topic.

About the Microsoft Cloud Germany datacenter

Added new topic.

Switch from Dynamics CRM Online to Dynamics 365 (online)

Updated topic.

Manage Support instances

Added new topic.

Security enhancements: User session and access management

Added new topic.

Getting started
8/24/2018 • 2 minutes to read • Edit Online

Applies to Dynamics 365 (online), version 9.x
Applies to Dynamics 365 (online), version 8.x
As a Dynamics 365 administrator, you’ll find the information that you need here to get your organization started
with Dynamics 365.

Terminology used in the product and documentation
8/24/2018 • 2 minutes to read • Edit Online

Applies to Dynamics 365 (online), version 9.x
Applies to Dynamics 365 (online), version 8.x
The following are terms used throughout the Dynamics 365 (online) product and documentation.
TERM

DEFINITION

Tenant

For Dynamics 365 (online), a tenant is the account you create
in the Microsoft Online Services environment when you sign
up for a Dynamics 365 (online) subscription. A tenant
contains uniquely identified domains, users, security groups,
and subscriptions and can contain multiple Dynamics 365
(online) instances.
The tenant created for you has a domain name of
.onmicrosoft.com. For example,
contoso.onmicrosoft.com.

Instance

When you sign up for a trial or purchase a Dynamics 365
(online) subscription, a Dynamics 365 (online) production
instance is created. Each additional production or nonproduction (Sandbox) Dynamics 365 (online) instance you add
creates a separate and isolated Dynamics 365 organization on
the same tenant.
An instance has the URL format: https://.crm.dynamics.com. For example,
https://contososales.crm.dynamics.com.

Multiregional instance

An instance in a different region than where your Dynamics
365 (online) tenant resides. Local instances can provide
quicker data access for users in that region. More information:
Add and edit multiregional instances

Subscription

A subscription consists of the Dynamics 365 licenses and addons included with the trial or paid service you signed up for in
your Dynamics 365 (online) account. Dynamics 365
subscriptions can vary in license type, price, and end date.
For example, a subscription might be 100 licenses of
Dynamics 365 (online) Professional and 10 licenses of
Dynamics 365 (online) Enterprise.

Identity

The user account used to sign in to Dynamics 365 (online).
You can also use this identity to access other Microsoft Online
services, such as Office 365 or SharePoint Online.
Administrators can decide if they want to federate user
identity management between Dynamics 365 (online) and onpremises Active Directory.

TERM

DEFINITION

User account

A user account assigned by an organization (work, school,
non-profit) to one of their constituents (an employee,
student, customer) that provides sign-in access to one or
more of the organization’s Microsoft cloud service
subscriptions, such as Exchange Online or Dynamics 365
(online). Access to an online service is controlled by the license
assigned to the user account.
User accounts are stored in an organization’s cloud directory
within Azure Active Directory, and are typically deleted when
the user leaves the organization. Organizational accounts
differ from Microsoft accounts in that they are created and
managed by admins in the organization, not by the user.

Security group

See also
Manage Microsoft Dynamics 365 (online) instances

If your company has multiple Dynamics 365 (online)
instances, you can use instance security groups to control
which licensed users can access a particular instance. More
information: Control user access to instances: security groups
and licenses

Try Dynamics 365 (online)
8/24/2018 • 4 minutes to read • Edit Online

Applies to Dynamics 365 (online), version 9.x
Applies to Dynamics 365 (online), version 8.x
We're excited about the release of Dynamics 365 (online), version 9.0 and hope you're eager to try it out. New and
existing customers have different options to take a look at Dynamics 365 (online).

Partners and Customizers
If you are a partner signing up on behalf of a customer, or are using this trial for development purposes, go to
https://trials.dynamics.com/Dynamics365/Signup/#. You'll have the choice to add your trial to an existing tenant.
You will also need to decide which apps to install when you start your trial. For more information on which
scenario is right for you, see Installation options below.

New Dynamics 365 (online) customers
If you're a new customer, we've made onboarding quick and easy. See the following for information on these
applications available with Dynamics 365 (online).
Dynamics 365 for Sales
Dynamics 365 for Customer Service
Dynamics 365 for Field Service
Dynamics 365 for Project Service Automation
On any of the above pages, scroll down and click Get Started to start a 30-day trial. For more information on
which scenario is right for you, see the Installation options section below.

Current Dynamics 365 (online) customers
If you already have a Dynamics 365 subscription, there are a couple ways to see the latest version in action.
Start a trial
You can start a 30-day trial of Dynamics 365 (online) and try out one or all of the customer engagement
applications. This trial uses the Dynamics 365 Customer Engagement Plan license.
NOTE
You're allowed one trial per tenant. If you've already done a trial of Dynamics CRM Online or Dynamics 365 (online), you
cannot do another trial. However, you can reset a Sandbox instance to the latest version or to one of the previous versions.
See Use a Sandbox instance below.

To start a trial
1. Go to https://trials.dynamics.com/Dynamics365/Signup/

2. Choose an app. You can add more apps later.
3. If you are customer, fill in the information and choose Get Started (#1).
-OR If you are a partner signing up on behalf of a customer, or are using this trial for development purposes,
choose Sign up here (#2).
For more information about the scenario choices, see the Installation options section below.
TIP
Check out the following videos:
Get the most out of your free 30-day Dynamics 365 trial.
How to buy Dynamics 365.

Use a Sandbox instance
If you already have a Dynamics 365 subscription, you can use a Sandbox instance to try the latest version of
Dynamics 365 (online).
Follow these steps to set up a Sandbox instance of Dynamics 365 (online):
1. Browse to the Office 365 admin center and sign in using Office 365 Global administrator credentials.
2. Click Admin centers > Dynamics 365.
3. Choose the Instances tab.
4. Select the Sandbox instance that you want to provision with the latest version of Dynamics 365 (online), and
then click Reset.

5. Select the Target version, and then select Dynamics 365 (online).
Select a scenario. For more information about the scenario choices, see the Installation options section
below.

TIP
Choose the "None" option to have a blank slate for building your own custom application.

6. Click Reset.

Installation options
You can choose to start a trial for all Customer Engagement offerings, a mix of offerings, or none. Each choice
installs a different set of apps, which are displayed in the app switcher.

The following table shows what’s installed for each choice, what you see in the app switcher, and where you can use
it.

INSTALLATION OPTIONS

Sales
See: Sales Overview

APP MODULES
INSTALLED/SHOWN IN APP
SWITCHER

Sales

DESCRIPTION

AVAILABLE FOR

Full-featured desktopoptimized app for sales
scenarios

Web

INSTALLATION OPTIONS

Customer Service
See: Customer Service
Overview

Field Service
See: Field Service Overview

Project Service Automation
See: Project Service Overview

All

APP MODULES
INSTALLED/SHOWN IN APP
SWITCHER

DESCRIPTION

AVAILABLE FOR

Sales Hub

Mobile-optimized app for
sales scenarios (Unified
Interface)

Web and Mobile

Dynamics 365 (online) custom

Full suite of Dynamics 365
(online) Customer
Engagement capabilities,
including administration

Web

Customer Service

Full-featured desktopoptimized app for service
scenarios (does not include
knowledge management
capabilities)

Web

Customer Service Hub

Desktop (recommended for
knowledge management
only) and mobile-optimized
app (recommended for case
management) (Unified
Interface)

Web and Mobile

Dynamics 365 (online) custom

Full suite of Dynamics 365
(online) Customer
Engagement capabilities,
including administration

Web

Field Service

Full-featured desktopoptimized app for field
service scenarios

Web

Field Resource Hub

Mobile-optimized app for
field service scenarios
(Unified Interface)

Web and Mobile

Dynamics 365 (online) custom

Full suite of Dynamics 365
(online) Customer
Engagement capabilities,
including administration

Web

Project Service Automation

Full-featured desktopoptimized app for project
service scenarios

Web

Project Resource Hub

Mobile-optimized app for
project service scenarios
(Unified Interface)

Web and Mobile

Dynamics 365 (online) custom

Full suite of Dynamics 365
(online) Customer
Engagement capabilities,
including administration

Web

All apps shown above

INSTALLATION OPTIONS

None

APP MODULES
INSTALLED/SHOWN IN APP
SWITCHER

DESCRIPTION

AVAILABLE FOR

Dynamics 365 (online) custom

Full suite of Dynamics 365
(online) Customer
Engagement capabilities,
including administration

Web

CRM Hub

Mobile-optimized app that
provides core CRM
functionality, including
accounts, contacts, and
activities (Unified Interface)

Mobile

Dynamics 365 (online) custom

Full suite of Dynamics 365
(online) Customer
Engagement capabilities,
including administration

Web

See also
Onboard your organization and users to Dynamics 365 (online)
Business apps in Dynamics 365
Manage Microsoft Dynamics 365 (online) instances
Manage subscriptions, licenses, and user accounts

About Unified Interface
10/24/2018 • 4 minutes to read • Edit Online

Applies to Dynamics 365 (online), version 9.x
With the release of Dynamics 365 (online), version 9.0, we've introduced a new user experience - Unified Interface
- which uses responsive web design principles to provide an optimal viewing and interaction experience for any
screen size, device, or orientation.
The new Unified Interface brings all the rich experiences to any client that you are using. Whether you are on a
browser, tablet, or phone, you will be able to consume similar experiences. Some examples:
Similar form experiences to update and view your records.
Interactive dashboards across all devices to view your information and drill into it.
Reference Panel is now available to be used with all entities supported in Unified Interface.
We now support right-to-left (RTL ) languages.
All experiences on Unified Interface have accessibility improvements.

Capabilities available in Unified Interface with Dynamics 365, version
9.0
Most of the core functionalities of sales and customer service have moved to the Unified Interface client.
Dashboards and charts
You can access all the system and user dashboards from within your Unified Interface apps. The interactive
dashboards are now available for all record types with richer interactive dashboard capabilities.

Enhanced user experience
If users work on core record types like Activities, Accounts, Contacts, Leads, Opportunities and Cases, you'll be
able to move them to the Unified Interface client.
They will have familiar capabilities on Unified Interface and will also discover productivity enhancements with the
introduction of some enhanced capabilities.
Timeline control - The timeline view helps you collaborate with your team by tracking customer communication
in a record on a single page in an easy to read view. You can see everything from posts and voice attachments, to
emails and notes. It provides a quick way to see the entire communication thread.

Business process enhancement - The business process flow has been improved by the docking mechanism. You
can dock the business process stage on your screen to help you stay focused on the task at hand in your business
process flow. This is especially useful when the stage of the process has complex steps to complete.
Reference panel - Use the reference panel for apps built on Unified Interface like Dynamics 365 for Customer
Service. The reference panel is a great way to get work done without clicking away from the screen you are on. You
can look up other things like knowledge base articles within the context of the record you are viewing.
Navigation - The new menu options let you swiftly navigate the different apps in the system. It provides quick
access to recently viewed records and pinned favorites.
Reflow - The app also scales by reflowing the components on the screen. The responsive design adapts to your
environment based on screen size, so the more available space that you have the more information can be
displayed.

Focused Experience
Unified interface experiences are based on model-driven apps. You can scope the user experience based on the
jobs they need to accomplish. Users can have single or multiple apps based on their requirements and can easily
switch between apps as needed.
Rich controls
Unified interface is a metadata driven experience. All controls experiences are built on the control framework that
is extensible and provides a uniform experience across clients. The app display reflows to the viewport size the
user is working in.

Getting started with Unified Interface experience
When you are provisioning a new Dynamics 365 org, depending on whether you are provisioning for Sales,
Customer service, Field service, Project service automation, all the options, or an org with no customization, you
will see the following Unified Interface apps:
CHOICE WHILE PROVISIONING

UNIFIED INTERFACE APPS

Sales

Sales Hub

Customer service

Customer Service Hub

Field service

Field Resource Hub

Project service automation

Project Resource Hub

CHOICE WHILE PROVISIONING

UNIFIED INTERFACE APPS

None

Dynamics 365 Hub

All

All the above except Dynamics 365 Hub

NOTE
Dynamics 365 for Marketing always uses the Unified Interface and is provisioned separately.

Accessing Unified Interface apps on browsers
Once provisioned, you can access the installed Unified Interface and web apps from multiple interfaces. On
browsers you can see all the apps both Unified Interface and web:
1. In https://home.dynamics.com/

2. In app navigation

3. In My Apps page under Settings

Accessing Unified Interface apps on phone and tablets
Unified interface apps are the only apps supported on phones and tablets for Dynamics 365, version 9.0. When a
user logs into the above org, they will only see the Unified Interface apps on their apps landing page.

On phone

Creating a new Unified Interface app

On tablet

In case you have requirements to create your own experience on Unified Interface, you can create a model-driven
app using the app designer. See Overview of building model-driven apps.

Capabilities not yet on Unified Interface
We released some capabilities of the legacy web client in the Unified Interface that are available in the hybrid
experience. You can enable the hybrid experience to get them in the browser client.
There are certain capabilities that continue to be unavailable in the Unified Interface and we are working to
provide these in future releases:
Audit Trail
Creating personal charts
Custom styling of advanced chart properties (excluding colors and basic formatting)
Reports entity (experiences to create and manage SSRS reports; excludes Run Report)
Third-party search provider (Coveo search)
Composite address control
Letter, Fax, Recurring Appointments
Campaign management – campaigns, campaign activities, marketing list, and quick campaign
Global notifications
Admin experiences
Editable grids on phones
Learning Path

Read-only entities on Unified Interface

There are certain entities that are currently read-only on Unified Interface. Users will not be able to make changes
to these entity records within an Unified Interface app. We are working to make them editable in future releases.
NOTE
Some entities are being deprecated. Check out Important changes (deprecations) coming.

The following are entities that are currently read-only in Unified Interface:
Connection Role
EmailSignature
Entitlement
KnowledgeArticleViews
KnowledgeBaseRecord
Queue
SharePointDocument
SharePointSite
SLA
SLAKPIInstance
SystemUser
Team
Template
See also
Overview of building model-driven apps

Enable the hybrid experience
9/5/2018 • 2 minutes to read • Edit Online

Most of the core functionalities of sales and customer service have moved to the Unified Interface experience.
Some of the features that are not yet on Unified Interface can now be accessed in the Unified Interface client.
The following features are not yet present in the Unified Interface but can be enabled for display as legacy dialogs
in the Unified Interface through the hybrid experience.
Advanced Find
Bulk edit
Merge records
Record sharing
All options under Set Personal Options ( )
These features are enabled through a setting in System Settings.
1. Go to Settings > Administration > System Settings.
2. Select the General tab.
3. Set Enable embedding of certain legacy dialogs in Unified Interface browser client to Yes.

When you enable the hybrid experience, commands appear on the command bar. For example, when you select an
account, Edit, Merge, and Share commands are available.

You can select Share to share this account with another user or team.

If you disable the hybrid experience, these commands are not available in the command bar.

See also
Unified Interface

Onboard your organization and users
8/24/2018 • 21 minutes to read • Edit Online

Applies to Dynamics 365 (online), version 9.x
Applies to Dynamics 365 (online), version 8.x
New to Dynamics 365 (online)? We've put together step-by-step guidance whether you’re still evaluating
Dynamics 365 (online), ready to make a purchase, or ready to onboard your organization and users.
NOTE
This topic is targeted at administrators for Dynamics 365 (online). Many of the features covered in this topic are also
available for Dynamics 365 (on-premises). If a feature is available only for Dynamics 365 (online), it’s indicated in the topic.
For more information about which features are online only, see Online-only features in Dynamics 365 Customer
Engagement

Step One: Try out Dynamics 365 (online) in a free 30-day trial
If you haven’t already purchased Dynamics 365 (online), we recommend you start with a free 30-day trial. You
can try out any of the Dynamics 365 apps, including Sales, Customer Service, Field Service, Project Service
Automation, Operations, or Financials.
To get the most out of your free trial, watch this video: How to get the most out of your 30-day trial.

Step Two: Buy and manage a subscription
With Dynamics 365 (online), you can evolve your business on your terms. Start with just what you need to run
your business. For example, you might want to start with the Dynamics 365 for Sales app or the Dynamics 365
for Customer Service app, and then add more apps as your needs change. More information: Dynamics 365
There are four ways to buy a subscription of Dynamics 365 (online):
Convert from a trial
Buy direct
Buy through volume licensing
Buy through a cloud solution provider
Convert from a trial
The simplest way to buy Dynamics 365 (online) is to click the Buy Now button from one of the sidebars in the
free 30-day trial:

NOTE
If your trial has expired, you’ll receive an email that includes a Buy Today button.

When you convert from a trial, you keep any customizations you made during the trial period.
More information: Introduction to solutions
Buy direct
To buy direct, go to the Dynamics 365 pricing page. This page includes several different plans to fit your
organization’s needs.
Buy through volume licensing
If your organization has 250 or more Dynamics 365 users, you may be interested in purchasing a Dynamics 365
enterprise licensing agreement.
Buy through a cloud solution provider
A cloud solution provider can work closely with you to understand the needs of your business or organization.
Learn how to find a Dynamics 365 partner.
Choose your support
Microsoft provides flexible, industry-leading support, services, and resources that enable users to quickly address
technical issues and maximize return on your Dynamics 365 investment. Choose a plan that best meets your
business requirements. More information: Dynamics 365 support
Set up points of contacts for communications
Microsoft regularly maintains and updates Dynamics 365 (online) to ensure security, performance, and
availability, and to provide new features and functionality. From time to time, Microsoft also responds to service
incidents. For each of these activities, the Dynamics 365 admin for your organization receives email notifications.
You have control over who should receive these email communications.
More information:
Policies and communications for Dynamics 365 (online)
Manage email notifications
Manage subscriptions, licenses, and user accounts
As a Microsoft Online Services administrator, you manage the Dynamics 365 (online) subscription, including

billing and payments, user licenses, accounts and registration. You do these tasks in the Office 365 admin center.
More information: Manage subscriptions, licenses, and user accounts
Add a Partner of Record to share account details with your partner
Many customers choose to work with a designated Microsoft partner to set up, customize, deploy, and administer
their Dynamics 365 instance(s). If you have a partner assisting you, this process can be facilitated by selecting a
designated Partner of Record (POR ) inside the Office 365 Portal. This enables the sharing of select details, such as
contact and user information with your POR. Sharing this information will allow your partner to more quickly
access information about your account, create support requests on your behalf, and work with Microsoft to assist
with your accounts. More information: Manage subscriptions, licenses, and user accounts

Step Three: Plan your deployment and learn about FastTrack
Microsoft FastTrack for Dynamics 365 is our customer success service designed to help you move to Dynamics
365 smoothly and confidently, so you can realize business value faster. When you participate in the FastTrack
program, you will receive guidance on best practices and how to plan for successful rollouts. You will also learn
ways to enable new users and expand capabilities – all at your own pace. Additionally, you will have access to
Microsoft engineering resources committed to make your experience with Dynamics 365 a success.
More information: Use the FastTrack customer success service to plan a successful Dynamics 365 rollout.
Plan your deployment
Many decisions you make at the beginning and throughout the deployment process can have downstream effects
and impact other phases of the plan. Developing a plan to deploy Dynamics 365 is important in determining the
actions to take from inception to go live. The amount of resources involved in planning depends on the size and
scope of the project. Large organizations may need a deployment team, while a small organization may assign
these functions to a key person.
Often times an organization will employ an independent software vendor (ISV ), value-added reseller, or partner to
help implement and maintain a Dynamics 365 deployment. Partners bring experience, best practices, and industry
expertise that will be valuable in the planning and deployment process. Find a partner if you don’t have one.
More information:
Get started administering Dynamics 365 (online)
Plan for Dynamics 365 deployment and administration

Step Four: Onboard your organization
After you purchase a subscription to Dynamics 365 (online), it’s time to onboard your organization.
Sign in to Dynamics 365 (online ) and manage your subscription
Sign in to Dynamics 365 and Office 365 apps
Use the Office 365 admin center to manage your Dynamics 365 (online) subscription
Optional: Manage user account synchronization
Add users and assign security roles
Dynamics 365 uses role-based security. The security role assigned to a user determines the tasks the user is
permitted to perform and the data the user is permitted to view. Every user must be assigned at least one security
role to access Dynamics 365.
More information:
Grant users access to Dynamics 365 (online) as a Microsoft Online service

Create users and assign security roles
Optional: Transfer customizations from your free 30-day trial
If you made customizations to your free trial, you can transfer those customizations to your production instance.
More information:
Export your customizations as a solution
Use solutions for your customizations
For more advanced scenarios, consider the following development tools: Solution tools for team development.
Manage storage
You can manage your organization’s data storage capacity in connection with your subscription to Dynamics 365
(online). The type of subscription you purchase determines the amount of storage initially allocated to your
organization. If you run out of storage, you can add more.
More information:
Manage storage for Dynamics 365 (online)
Create a sandbox (non-production instance )
You can create a sandbox instance (non-production environment) for development, testing, training, and other
non-production uses. Then when you’re ready to turn the sandbox instance into your production instance, you can
switch it.
You get one free sandbox instance with your purchase of Dynamics 365 (online). You can also purchase additional
sandbox instances.
More information:
Manage Dynamics 365 (online) sandbox instances
Switch an instance
Set organization-wide system settings
When you first set up Dynamics 365, you’ll want to set system-wide settings.
More information:
Find your way around Dynamics 365
Set up a Dynamics 365 organization
Import and export data
Dynamics 365 provides an import tool for importing simple data stored in files. If the import tool doesn't satisfy
your data import requirements, you may want to contact a partner. Find a partner if you don’t have one.
More information:
Import contacts
Import accounts, leads, or other data
Download a template for data import
Best practices for migrating your data
Dynamics 365 (online) also provides advanced tools for exporting to Azure SQL Database. More information:
Replicate data to Azure SQL Database using Data Export Service

Set up Dynamics 365 for phones and Dynamics 365 for tablets
The Dynamics 365 mobile apps make it easy to stay connected with your prospects and customers no matter
where you are, or what mobile device you’re using. Having access to Dynamics 365 data in the field also improves
user adoption and productivity.
More information:
Video: Overview of the mobile app
Dynamics 365 for phones and tablets User's Guide
Customize Dynamics 365 for phones and tablets to work for your business

Onboarding cheat sheet for admins
8/24/2018 • 2 minutes to read • Edit Online

Applies to Dynamics 365 (online), version 9.x
Applies to Dynamics 365 (online), version 8.x
Here are the seven steps to getting your organization on board with Dynamics 365, and links to guides to help you
complete each step. And if you haven't already seen it, check out the video for an overview of these seven steps to
onboarding success.

Step one: Add your people
Manage subscriptions, licenses, and user accounts

Step two: Set up email
Integrate (synchronize) your email system

Step three: Get mobile apps
Dynamics 365 for phones and tablets User's Guide

Step four: Customize your system
Customization Guide

Step five: Add SharePoint
Set up SharePoint integration with Dynamics 365

Step six: Skype!
Skype for Business and Skype integration

Step seven: Import your data
Import contacts
Import accounts, leads, or other data

See also
Get detailed information about onboarding your organization and users

What are Preview features and how do I enable
them?
8/24/2018 • 2 minutes to read • Edit Online

Applies to Dynamics 365 (online), version 9.x
Applies to Dynamics 365 (online), version 8.x
Preview features are features that aren’t complete, but are made available on a “preview” basis so customers can
get early access and provide feedback. Preview features:
Are subject to separate Supplemental Terms of Use.
Are not supported by Microsoft Support.
May have limited or restricted functionality.
Aren’t meant for production use.
May be available only in selected geographic areas.

What preview features are included in Dynamics 365 (online), version
9.0.2
The following table lists preview features as well as learning resources for each.

Preview feature

Learning resource

Relationship analytics

Preview feature: Relationship analytics

What preview features are included in Dynamics 365 (online), version
9.0?
The following table lists preview features as well as learning resources for each.

Preview feature

Learning resource

Microsoft Cognitive Services integration

Preview feature: Microsoft Cognitive Services integration

What preview features are included in the December 2016 Update for
Dynamics 365 (online)?
The following table lists preview features as well as learning resources for each.

Preview feature

Learning resource

Relationship Insights

Preview feature: Relationship Insights

Document recommendations, product recommendations,
knowledge article suggestions, case suggestions, and topic
analysis

Preview feature: Microsoft Cognitive Services integration

What preview features were included in CRM Online 2016 Update 1?
The following table lists the features that are still in preview, as well as learning resources for each.

Preview feature

Learning resource

Data Loader for bulk importing

Preview feature: Import bulk data

Get a quick overview of key Dynamics 365 (online)
performance metrics

Preview feature: View metrics about your instance with
Organization Insights dashboard

Track your Dynamics 365 deals and activities using Cortana

We are working to deliver a robust and scalable digital
assistant experience across all of our Dynamics 365 offerings.
This includes natural language integration for customers and
partners across multiple channels including Cortana. To that
end, we are discontinuing the current Cortana integration
preview feature that was made available for Dynamics 365
and we are focusing on building a new long term intelligent
solution experience, which will include Cortana digital assistant
integration.

NOTE
The Data Loader preview feature does not have to be enabled through the Previews tab.

How do I enable a preview feature?
To enable a preview feature, you must be a Dynamics 365 administrator.
1. Go to Settings > Administration.
2. Choose System Settings, and then click the Previews tab.
3. Read the license terms, and if you agree, select the I’ve read and agree to the license terms check box.
4. For each preview feature you want to enable, click Yes.

How do I report an issue or provide other feedback?
If you’d like to provide feedback, offer suggestions, or report issues for a preview feature, please go to Microsoft
Dynamics Ideas. This website provides a collaboration platform for gathering actionable feedback to build and
improve products and services.

Quickly navigate with the Office 365 app launcher
and the Dynamics 365 home page
10/29/2018 • 4 minutes to read • Edit Online

Applies to Dynamics 365 (online), version 9.x
Applies to Dynamics 365 (online), version 8.x
Dynamics 365 (online) introduces a new app model for Dynamics 365 apps and makes accessing these and Office
365 apps fast and easy.
If you're a Dynamics 365 (online) user with an Office 365 subscription, you're just two clicks away from accessing
the family of online apps that are available to you, like Word and Excel Online.
Watch a short video (3:35) about the Dynamics 365 business apps.

For admins and end users: Quickly move between apps with the new
Office 365 app launcher
The Office 365 app launcher is built in to all Dynamics and Office 365 apps. Use the app launcher to quickly
navigate to your Dynamics application of choice.
If you have an Office 365 subscription, click the app launcher to go to the Office 365 apps and services available
to you.

Check your email. Create a Word doc. Get files from your OneDrive. All while staying just two clicks away from
getting back to Dynamics 365 (online).
NOTE
TIP: If you've just started a trial or upgraded to Dynamics 365, you might need to refresh or open a new browser session to
see your apps. There might be a delay for your instance to fully provision.
For Microsoft Dynamics 365 Government subscriptions, the Office 365 app launcher will take users to either Dynamics 365
(online) or the Dynamics 365 admin center. Admins will go to the Dynamics 365 admin center.

For admins: Get to the admin center through the Office 365 app
launcher
If you're a Dynamics 365 system administrator or an Office 365 global administrator, click the app launcher to see
the Admin tile.

Click the Admin tile to go to the Office 365 Admin Center, where you can add users and change passwords.

For admins and end users: Introducing the Dynamics 365 home page
If you've transitioned to December 2016 Update for Dynamics 365 (online), we have a new page for you to
manage and open Dynamics 365 apps. Click Dynamics 365from the app launcher, to go to the Dynamics 365
home page (home.dynamics.com).

The new Dynamics 365 home page.

NOTE
The Dynamics 365 home page is not part of the Microsoft Dynamics 365 Government subscription. Clicking Dynamics 365
takes Microsoft Dynamics 365 Government users to your instance of Dynamics 365 (online) or to the Dynamics 365 admin
center.

See the next section to see what you can do with the home page.
View your apps
Any Dynamics 365 app for which you have a license appears as an app module tile on this page. If you have
multiple instances of an app, select the tile for the instance you want to open.
In this example, there are two instances of Dynamics 365 (online) displayed.
TIP
If you've just started a trial or upgraded to Dynamics 365, you might need to refresh or open a new browser session to see
your apps. There might be a delay for your instance to fully provision.

NOTE
What is "Dynamics 365 - custom"?
"Dynamics 365 - custom" is the app name for all online organizations with a version 8.1 and lower as well as the default app
on 8.2. The name for the 8.2 default app can be changed by the administrator.
What are the tiles on the home page?
Dynamics 365 is introducing a new app model and what you're seeing are Dynamics 365 (online) apps for which you're
licensed once you've upgraded to December 2016 Update for Dynamics 365 (online).
Admins: You have options for displaying and naming Dynamics 365 - custom.
Once you update to December 2016 Update for Dynamics 365 (online), you have options. Go to Settings >
Administration > System Setting > General tab. Scroll down to Set options for the default app: Dynamics 365 custom.
Where do I get more information about upgrading to Dynamics 365?
Important information for CRM Online customers
Switch from Dynamics CRM Online to Dynamics 365 (online)

Pin your frequently-used apps
For companies with lots of Dynamics 365 apps, you can do a variety of things to make the home page more
manageable. For example, pin your frequently-used apps to the top of your page.

1. Select the app on the home page.
2. Click the ellipses (...), and then click Pin this app.

The app will appear at the top of the home page and in the task pane.

Pinned in the home page.

Pinned in the task pane.
Search your apps
If you have a lot of apps, you can search for specific ones.

For admins and end users: Select a Dynamics 365 app from the new
app switcher
For customers who have upgraded to December 2016 Update for Dynamics 365 (online) or later, you can use the
app switcher in Dynamics 365 (online) to quickly select other Dynamics 365 apps for which you're licensed.

You can pin apps using the ellipses on this menu, which will pin to the menu and to the home page.
See also
Blog: Meet the all new Dynamics 365 Home page
Sign in to Dynamics and Office 365 apps My Apps on Home.Dynamics.com
Important information for CRM Online customers
Switch from Dynamics CRM Online to Dynamics 365 (online)
Meet the Office 365 app launcher

Sign in to Customer Engagement and Office 365
apps
8/24/2018 • 3 minutes to read • Edit Online

Applies to Dynamics 365 (online), version 9.x
Applies to Dynamics 365 (online), version 8.x
There are multiple ways to sign in and access your Dynamics and Office 365 apps. You can sign in by using the
Office 365 Admin Center, or sign in directly. For December 2016 Update for Dynamics 365 (online), we're
introducing the Office 365 home page which you can also sign in to directly.
TIP
Admins: Be sure to share this information with your end users.
You can troubleshoot issues with signing in to Dynamics 365 using the Support and Recovery Assistant for Office 365. For
more information, see the blog New diagnostic scenario for web sign-in.

Signing in to https://portal.office.com
For admins and end users, when you sign in to https://portal.office.com, you will go to the Office 365 Welcome
page. The tiles that appear on the Welcome page depend on what licenses you have. For example, if you have
licenses for Office 365 and Dynamics 365 (online), you'll see tiles for Microsoft Office apps like Word, OneDrive,
and SharePoint, as well as a tile for Dynamics 365.

Click the Dynamics 365 tile to go to the Dynamics 365 Home page. See For admins and end users: Introducing
the Dynamics 365 home page.
If you're a Dynamics 365 system administrator, you'll see anAdmin tile. Click this tile to get to the Office 365
Admin Center, where you can see your service health, manage users, manage licenses, and more for all the online
services associated with your account.

From there, you can get to the Dynamics 365 admin center. Click Admin centers > Dynamics 365.

For other ways to access Dynamics and Office 365 apps, see Quickly navigate with the Office 365 app launcher
and the Dynamics 365 home page.

Direct sign in to the Dynamics 365 Administration Center
Some Dynamics 365 admin or Office 365 admin roles might be unable to access the Dynamics 365 admin center
after signing in to https://portal.office.com. Use the following steps to directly navigate to the Dynamics 365
admin center and manage your Dynamics 365 (online) instance.
1. Go to https://port..dynamics.com/G/instances/InstancePicker.aspx
Replace  with the region identifier or use one of the links below.
REGION IDENTIFIER

URL

crm for North America (NAM)

https://port.crm.dynamics.com/G/instances/InstancePicker.
aspx

crm2 for South America (LATAM/SAM)

https://port.crm2.dynamics.com/G/instances/InstancePicke
r.aspx

crm3 for Canada (CAN)

https://port.crm3.dynamics.com/G/instances/InstancePicke
r.aspx

crm4 for Europe, Middle East, Africa (EMEA)

https://port.crm4.dynamics.com/G/instances/InstancePicke
r.aspx

crm5 for Asia Pacific (APAC)

https://port.crm5.dynamics.com/G/instances/InstancePicke
r.aspx

crm6 for Oceania (OCE)

https://port.crm6.dynamics.com/G/instances/InstancePicke
r.aspx

crm7 for Japan (JPN)

https://port.crm7.dynamics.com/G/instances/InstancePicke
r.aspx

crm8 for India (IND)

https://port.crm8.dynamics.com/G/instances/InstancePicke
r.aspx

crm11 for United Kingdom (UK)

https://port.crm11.dynamics.com/G/instances/InstancePic
ker.aspx

For Germany (DEU ), use the following:
https://port.crm.microsoftdynamics.de/g/instances.instancepicker.aspx.
2. Sign in with your Dynamics 365 (online) admin credentials.

Direct sign in to the Dynamics 365 home page
We have a new Dynamics 365 home page for you to use to manage and open Dynamics 365 apps. You can sign in
to this page directly using your Office 365 (or Active Directory) credentials with this URL:
https://home.dynamics.com
For information on the Dynamics 365 home page, see: For admins and end users: Introducing the Dynamics 365
home page.

Direct sign in to Dynamics 365 (online)
To directly sign in to the Dynamics 365 (online) service, use:
https://.crm.dynamics.com
NOTE
For other regions, replace .crm with:
.crm2 for South America (LATAM/SAM)
.crm3 for Canada (CAN)
.crm4 for Europe, Middle East, Africa (EMEA)
.crm5 for Asia Pacific (APAC)
.crm6 for Oceania (OCE)
.crm7 for Japan (JPN)
.crm8 for India (IND)
.crm9 for United States of America Government
.crm11 for United Kingdom (UK)

For Germany (DEU ), use the following: https://.crm.microsoftdynamics.de.
Your user name depends on whether your organization uses the standard Office 365 domain (for example,
username@contoso.onmicrosoft.com) or you have a custom domain (for example, username@contoso.com).
Dynamics 365 administrators can provide the URL and sign-in information.

Direct sign in to Social Engagement
To directly sign in to the Microsoft Social Engagement service, use:
https://listening.microsoft.com/app/
This URL, which includes the appID, is sent to the Dynamics 365 administrator in an email invitation.
Your user name depends on whether your organization uses the standard Office 365 domain (for example,
username@contoso.onmicrosoft.com) or you have a custom domain (for example, username@contoso.com).
Dynamics 365 administrators can provide the URL and sign-in information.
See also
Quickly navigate with the Office 365 app launcher and the Dynamics 365 home page
Important information for CRM Online customers

Switch from Dynamics CRM Online to Dynamics 365 (online)
Troubleshoot sign-in problems

Troubleshoot sign-in problems
8/24/2018 • 5 minutes to read • Edit Online

Applies to Dynamics 365 (online), version 9.x
Applies to Dynamics 365 (online), version 8.x
Having trouble signing in to Dynamics 365 (online) or another Dynamics 365 (online) service, such as Microsoft
Social Engagement? Here’s what you need to know about passwords, signing in, and common error messages.
IMPORTANT
If you’re an administrator, make sure to check the Service Health Dashboard for maintenance issues.

Password issues
If you’re an administrator
If you forget your administrator password, you can reset it by going to the sign-in page, and choosing Can’t
access your account? at the bottom of the page.

TIP
To enable your users to be able to reset their passwords themselves, you’ll need to purchase an Azure Active Directory
subscription and configure it for password self-service. More information: Self-service password reset in Azure AD: how to
enable, configure, and test self-service password reset

To reset user passwords, you use the Office 365 Admin Center. More information: Reset a user's password
If you’re not an administrator
If you’re not an administrator, and you forgot your password, you’ll need to contact your administrator and ask for
a password reset. Once your administrator resets your password, you’ll receive an email with instructions on how
to sign in and enter a new password. More information: Find your Dynamics 365 administrator or support person

Signing in
For admins and end users: Sign in at https://portal.office.com
For admins and end users, when you sign in to https://portal.office.com, you will go to the Office 365 Welcome
page. The tiles that appear on the Welcome page depend on what licenses you have. For example, if you have
licenses for Office 365 and Dynamics 365 (online), you'll see tiles for Microsoft Office apps like Word, OneDrive,
and SharePoint, as well as a tile for Dynamics 365.

Click the Dynamics 365 tile to go to the Dynamics 365 Home page. See For admins and end users: Select a
Dynamics 365 app from the new app switcher.
If you're a Dynamics 365 system administrator, you'll see anAdmin tile. Click this tile to get to the Office 365
Admin Center, where you can see your service health, manage users, manage licenses, and more for all the online
services associated with your account.

From there, you can get to the Dynamics 365 admin center. Click Admin centers > Dynamics 365.

For other ways to access Dynamics and Office 365 apps, see Quickly navigate with the Office 365 app launcher
and the Dynamics 365 home page.
For admins and end users: Sign in to the Dynamics 365 home page
We have a new Dynamics 365 home page for you to use to manage and open Dynamics 365 apps. You can sign in
to this page directly using your Office 365 (or Active Directory) credentials with this URL:
https://home.dynamics.com
For information on the Dynamics 365 home page, see: For admins and end users: Introducing the Dynamics 365
home page.
If you’re an end user
You can sign in directly to Dynamics 365 (online) or Microsoft Social Engagement. You can also sign in at
https:/portal.office.com.
Sign in directly to Dynamics 365 (online)

Your Dynamics 365 administrator provides the direct Dynamics 365 (online) URL in an email invitation. This URL

will be in the following format: https://.crm.dynamics.com. For example, enter
https://contoso.crm.dynamics.com. If you can’t find the email that contains the URL, contact your Dynamics 365
administrator. More information: Find your Dynamics 365 administrator or support person
NOTE
If you’re in a region other than North America, substitute “crm” in the URL with:
.crm2 for South America (LATAM/SAM)
.crm3 for Canada (CAN)
.crm4 for Europe, Middle East, Africa (EMEA)
.crm5 for Asia Pacific (APAC)
.crm6 for Oceania (OCE)
.crm7 for Japan (JPN)
.crm8 for India (IND)
.crm9 for United States of America Government

After entering your URL, you’ll be prompted for your user name. Your user name will be in one of the following
formats:
username@contoso.onmicrosoft.com (standard Office 365 domain)
username@contoso.com (custom domain)
What if I’m still using a Microsoft account to sign in to Dynamics 365 (online)?
Use the email address provided by your Dynamics 365 administrator (sent in an email invitation). Verify that
you’re using the same Microsoft account email address that the email invitation was sent to. Note that you can’t
sign in to Microsoft Social Engagement with a Microsoft account. Troubleshoot problems with your Microsoft
account user name or password.
Sign in directly to Microsoft Social Engagement

Your administrator provides the direct URL for Microsoft Social Engagement in an email invitation. This URL will
be in the following format: https://listening.microsoft.com/app//. If you can’t find the URL, contact your
administrator.
After entering your URL, you’ll be prompted for your user name. Your user name will be in one of the following
formats:
username@contoso.onmicrosoft.com (standard Office 365 domain)
username@contoso.com (custom domain)

Common error messages
I receive this license error: “The selected user or the user trying to log on has not been assigned a security role,
and does not have sufficient privileges for this action”
This error must be fixed by someone that has permissions to add security roles to users in Dynamics 365, such as
your system administrator. To learn how to add security roles, see Security roles and privileges.
When I try to sign in, Internet Explorer continues to redirect to another web page and gets into a loop until I
choose the Internet Explorer window.
To avoid this error, add the URLs used for Dynamics 365 to trusted sites in Internet Explorer:
1. In Internet Explorer, on the Tools menu, select Internet Options.
2. On the Security tab, in the Select a zone to view or change security settings section, click or tap

Trusted sites.
3. Click or tap Sites.
4. In the Trusted sites dialog box, type the following URLs in the Add this website to the zone text box:
http://*.dynamics.com
http://*.live.com
After you add each URL, click or tap the Add button.
5. If you receive a dialog box that states Sites added to this zone must use the https:// prefix, clear the
Require server verification (https:) for all sites in this zone check box.
6. Click or tap Close, and then click or tap OK.
Why do I have to sign in again? Can I change the amount of time I'm signed in?
Dynamics 365 keeps you signed in for 8 hours. When you've been signed in for 7 hours and 40 minutes, a
message will appear warning that your session is about to expire, and you then have 20 minutes to respond. Click
or tap OK, sign in again, and then click the back button on your browser to return to the area of Dynamics 365 in
which you were working. You can’t change the amount of time you’re signed in.
See also
Sign in to Dynamics and Office 365 apps
Contact technical support

What is Office 365 and how does it relate to
Dynamics 365 (online)?
8/24/2018 • 2 minutes to read • Edit Online

Applies to Dynamics 365 (online), version 9.x
Applies to Dynamics 365 (online), version 8.x
Office 365 is a collection of online services designed to work together to provide enterprise-grade, anywhere
access to email, file sharing, and online meetings. Office 365 includes features that allow administrators to add
users, manage passwords and licenses, and much more. Dynamics 365 (online) takes advantage of the Office 365
administration features to simplify user management. Dynamics 365 (online) users are created and managed in the
Office 365 admin center.
A Dynamics 365 (online) subscription doesn’t include Office 365 applications such as Exchange Online or
SharePoint Online. You can significantly enhance your company’s online, collaborative experience by integrating
Office 365 applications with your Dynamics 365 (online) subscription. However, that requires a separate purchase.
More information: Add Office 365 Online services.
TIP
You should also take a look at the data compilation and visualization possibilities with Power BI for Office 365. In addition,
see the blog post Dynamics CRM Online in Power Query for a presentation on Power BI and Dynamics 365 (online)
integration.

Terminology
TERM

DEFINITION

Tenant

For Dynamics 365 (online), a tenant is the account you create
in the Microsoft Online Services environment when you sign
up for a Dynamics 365 (online) subscription. A tenant contains
uniquely identified domains, users, security groups, and
subscriptions and can contain multiple Dynamics 365 (online)
instances.
The tenant created for you has a domain name of
.onmicrosoft.com. For example,
contoso.onmicrosoft.com.

Instance

When you sign up for a trial or purchase a Dynamics 365
(online) subscription, a Dynamics 365 (online) production
instance is created. Each additional production or nonproduction (Sandbox) Dynamics 365 (online) instance you add
creates a separate and isolated Dynamics 365 organization on
the same tenant.
An instance has the URL format: https://.crm.dynamics.com. For example,
https://contososales.crm.dynamics.com.

TERM

DEFINITION

Subscription

A subscription consists of the Dynamics 365 licenses and addons included with the trial or paid service you signed up for in
your Dynamics 365 (online) account. Dynamics 365
subscriptions can vary in license type, price, and end date.
For example, a subscription might be 100 licenses of Dynamics
365 (online) Professional and 10 licenses of Dynamics 365
(online) Enterprise.

Identity

The user account used to sign in to Dynamics 365 (online).
You can also use this identity to access other Microsoft Online
services, such as Office 365 or SharePoint Online.
Administrators can decide if they want to federate user
identity management between Dynamics 365 (online) and onpremises Active Directory.

User account

A user account assigned by an organization (work, school,
non-profit) to one of their constituents (an employee, student,
customer) that provides sign-in access to one or more of the
organization’s Microsoft cloud service subscriptions, such as
Exchange Online or Dynamics 365 (online). Access to an online
service is controlled by the license assigned to the user
account.
User accounts are stored in an organization’s cloud directory
within Azure Active Directory, and are typically deleted when
the user leaves the organization. Organizational accounts
differ from Microsoft accounts in that they are created and
managed by admins in the organization, not by the user.

Security group

See also
Office 365 Service Descriptions
Compare all Office 365 for business plans
Add Office 365 Online services

If your company has multiple Dynamics 365 (online) instances,
you can use instance security groups to control which licensed
users can access a particular instance. More information:
Control user access to instances: security groups and licenses

What's an Office 365 user ID and why do users need
one?
8/24/2018 • 2 minutes to read • Edit Online

Applies to Dynamics 365 (online), version 9.x
Applies to Dynamics 365 (online), version 8.x
Each user signs in to Dynamics 365 (online) with an Office 365 user ID (more precisely, an Azure Active Directory
user ID, see the Note later in this topic). Access to Dynamics 365 (online) is controlled through the Office 365 user
ID.
The user ID is in this format: username@yourcompany.onmicrosoft.com . Please note that although it resembles an
email address, this is a sign-in ID and not an email address. It can be used as an email address, but only if you
have an Office 365 subscription with Exchange Online.
Many companies would like to use their own domain name, such as contoso.com, instead of onmicrosoft.com for
user accounts. You can configure Office 365 to use your domain name so your Dynamics 365 users can sign in
with a format like username@yourcompany.com instead of username@yourcompany.onmicrosoft.com . More information:
Verify your domain in Office 365
To manage Office 365 user IDs, sign in to the Office 365 Admin Center (https://portal.office.com). Here, you can do
all sorts of administrative tasks such as create users, assign licenses, and maintain passwords.

NOTE
Dynamics 365 (online) uses Azure Active Directory as its identity provider. You access Dynamics 365 (online) through an
Azure Active Directory user ID that’s created and managed in the Office 365 Admin Center. For simplicity, we will refer to the
Azure Active Directory user ID as the Office 365 user ID in this documentation.

If you company uses on-premises Active Directory for user identity, you have options that can simplify user
management such as providing a single sign-on experience for your users. More information: Manage user
account synchronization
See also

What is my user ID and why do I need it for Office 365?
Use the Office 365 admin center to manage your Dynamics 365 (online) subscription
Create users and assign security roles

Use the Office 365 admin center to manage your
subscription
8/24/2018 • 4 minutes to read • Edit Online

Applies to Dynamics 365 (online), version 9.x
Applies to Dynamics 365 (online), version 8.x
The Office 365 admin center is a portal site rich in features for the administrator. Dynamics 365 (online) takes
advantage of the features on this site to simplify and consolidate management of user accounts, billing, licensing,
and more.

Review the information in this topic to learn how to do common Dynamics 365 (online) administrative tasks in the
Office 365 Admin Center.
NOTE
You must have the Global admin role to fully access the Office 365 Admin Center.

Open Dynamics 365 and other services with the app launcher
You can open Dynamics 365 (online) and other services such as Microsoft Social Engagement from the Office 365
app launcher. Choose Admin to open the Office 365 Admin Center and Dynamics 365 to open Dynamics 365
(online). More information: Find help for the latest changes in Office 365

Manage instances and updates in the Dynamics 365 Administration
Center
The Dynamics 365 admin center is your portal site to manage Dynamics 365 (online) instances and updates.
You access the portal by choosing Dynamics 365 from the left-side menu in the Office 365 Admin Center.

Choose the Instances tab to edit, copy, and reset, existing instances, configure new instances, manage preferred
solutions, and more. More information: Manage Dynamics 365 (online) instances

Choose the Updates tab to approve and schedule updates, change the update target version, and open Dynamics
365 (online). More information: Manage Dynamics 365 (online) updates

Check your service health
You can quickly get real-time status of your Dynamics 365 (online) and Office 365 services. The Service health
page on the Office 365 Admin Center provides a comprehensive view of the service health of your online services.
If users are having trouble signing in to Dynamics 365 (online), check this page to see if there is a service outage.
For more information, see How do I check my online service health?

Review your messages
Check out the Message center to see how to fix or prevent issues, plan for service changes, or just to stay informed
of new or updated features.
Click Health > Message center, and select messages to get more information.

Request support
Having a problem with your Dynamics 365 (online) service? You can create a support request to get the issue
resolved.
More information: Contact Technical Support

Manage users
Each user signs in to Dynamics 365 (online) with an Office 365 user ID (more precisely, an Azure Active Directory
user ID, see the following Note). Access to Dynamics 365 (online) is controlled through the Office 365 user ID.
You use the Office 365 Admin Center to add, edit, and delete Dynamics 365 (online) users and to reset passwords.

NOTE
Dynamics 365 (online) uses Azure Active Directory as its identity provider. You access Dynamics 365 (online) through an
Azure Active Directory user ID that is created and managed in the Office 365 Admin Center. For simplicity, we’ll refer to the
Azure Active Directory user ID as the Office 365 user ID in this documentation.

If your company uses on-premises Active Directory for user identity, you have options that can simplify user
management such as providing a single sign-on experience for your users. More information: Manage user
account synchronization

Manage subscriptions

Use the Subscriptions page to adjust licenses, view your bill, add a partner of record, and lots more.

Set the password expiration
Use the Security & privacy page to set how frequently a user’s password expires and the number of days before a
user is notified of an upcoming expiration.

TIP
Note the information on this page about users doing their own password reset. To enable your users to be able to reset
their passwords themselves, you’ll need to purchase an Azure Active Directory subscription and configure it for password
self-service. More information: Self-service password reset in Azure AD: how to enable, configure, and test self-service
password reset

Configure self-service password reset and other settings in Azure
If you have an Azure Active Directory Basic or Premium subscription, you can set it up so users can do their own
password reset. You can access Azure Active Directory configuration from the Office 365 Admin Center. More
information: Enable users to reset their Azure AD passwords
On the left-side menu of the Office 365 Admin Center, choose Admin centers > Azure AD. Select your
subscription in Azure and then choose Configure.

Add your domain
Use the Manage domains page to add your domain to your subscription. When you add your own domain, user
sign-ins can match your company’s URL. For example, instead of user@contoso.onmicrosoft.com, it could be
user@contoso.com. More information: Verify your domain in Office 365

Purchase services
On the left-side menu of the Office 365 Admin Center, click Billing > Purchase services to add licenses or
purchase new online services.

See also
About the Office 365 admin center
Set an individual user's password to never expire

How do I check my online service health?
8/24/2018 • 2 minutes to read • Edit Online

Applies to Dynamics 365 (online), version 9.x
Applies to Dynamics 365 (online), version 8.x
You can quickly get a real-time status of your Dynamics 365 (online) and Office 365 services. The dashboard on
the Office 365 Admin Center provides a comprehensive view of the service health of your online services. If users
are having trouble signing in to Dynamics 365 (online), check this page to see if there is a service outage.

View a snapshot of service health
Browse to the Office 365 admin center and sign in using Office 365 Global administrator credentials. You can see
a quick snapshot of service health for some of your Office 365 services. Select Service health (from the menu:
Health > Service health) to get more information on all your services.

View Dynamics 365 (online) service health
Select an Office 365 service, such as Dynamics 365 (online), to get detailed information on its service health
status.

View service health history
Select View history in the upper-right corner to view the past 7 or the past 30 days of service.

Select an item to see service health status and details for that item.

View planned maintenance
Select the Message center on your home dashboard (from the menu: Health > Message center) to see if there
are any scheduled events for your online service and to view other informative messages.

View instance service health
If your company has multiple instances of Dynamics 365 (online), you can see the health status for individual
Dynamics 365 (online) instances in the Dynamics 365 admin center.
1. Browse to the Office 365 admin center and sign in using Office 365 Global administrator credentials.
2. Click Admin centers > Dynamics 365.
3. Select the Service Health tab.

See also
Use the Organization Insights solution to view metrics about your instance
Preview feature: Use the Organization Insights dashboard to view metrics about your instance

Use the Organization Insights solution to view
metrics about your instance
9/12/2018 • 21 minutes to read • Edit Online

IMPORTANT
We've improved how you view metrics for your organization. You no longer need to install or update a solution. Instead, you
can view Customer Data Service for Apps analytics right from the Power platform Admin center to quickly view adoption ad
user metrics for your organization.
For more information, see Common Data Service for Apps analytics

Preview feature: Use the Organization Insights
dashboard to view metrics about your instance
8/24/2018 • 4 minutes to read • Edit Online

Applies to Dynamics 365 (online), version 9.x
Applies to Dynamics 365 (online), version 8.x
Use the Organization Insights dashboard to get a quick view of key Dynamics 365 (online) metrics such as the
number of active users and page requests.
IMPORTANT
The Organization Insights dashboard is a preview feature in Dynamics CRM Online 2016 Update 1. A preview feature is a
feature that is not complete, but is made available before it’s officially in a release so customers can get early access and
provide feedback. Preview features aren’t meant for production use and may have limited or restricted functionality. To use
this feature, it must be turned on and the license terms must be accepted. What are Preview features and how do I enable
them? Microsoft doesn't provide support for this preview feature. Microsoft Dynamics 365 Technical Support won’t be able
to help you with issues or questions. Preview features aren't meant for production use and are subject to a separate
supplemental terms of use.
Consider using the new Organization Insights solution for a richer view of your instance metrics. Organization Insights
dashboard will remain a preview feature and will be deprecated once the Organization Insights solution is fully available.

Note the following:
In all charts, you can select a two hour (2H), forty-eight hour (48H) or thirty-day (30D ) time period for data
to be included in the chart. Data is refreshed as shown in the following table.
LOOKBACK PERIOD

DATA AGGREGATION INTERVAL

2H

5 minutes

48H

1 hour

30D

1 day

Expect a data synchronization delay of approximately 45 minutes or more. For example, at 4:30 PM, a 2
hour (2H) lookback might show data in the chart for 1:45 PM to 3:45 PM.
Aggregation intervals use the UTC time standard and not the user-defined time zone.
If a chart has multiple elements such as Most Active Users, you can click the chart element to switch its
display.

View the Organization Insights dashboard
To view the Organization Insights dashboard, go to any dashboard, click Select ( ) next to the dashboard title,
and then click Organization Insights Dashboard. The following charts are provided.

Active users

What's included in this chart
CHART ELEMENT

DESCRIPTION

Active Users

Total number of active users (unique users) who performed an
operation that caused one of these SDK calls: Retrieve ,
Retrieve Multiple , Delete , Create , and Update .

How to interpret this chart
This chart shows the adoption and usage of your Dynamics 365 instance based on active users (unique users) with
read, write, create, and update actions.

Most Active Users (Reads)

What's included in this chart
CHART ELEMENT

DESCRIPTION

Reads

List of most active users who performed an operation that
caused a Retrieve or Retrieve Multiple SDK call in your
Dynamics 365 instance over the selected time period.

How to interpret this chart
This chart lists the top ten users who performed the most

Most Active Users (Changes)

Read

operations in your Dynamics 365 instance.

What's included in this chart
CHART ELEMENT

DESCRIPTION

Creates

List of most active users who performed an operation that
caused a Create SDK call in the Dynamics 365 instance over
the selected time period.

Updates

List of most active users who performed an operation that
caused an Update SDK call in the Dynamics 365 instance
over the selected time period.

Deletes

List of most active users who performed an operation that
caused a Delete SDK call in the Dynamics 365 instance over
the selected time period.

How to interpret this chart
This chart lists the top ten users who performed the most change operations (creates, updates, deletes) in your
Dynamics 365 instance.

Active Users Performing Specific Operations

What's included in this chart
CHART ELEMENT

DESCRIPTION

Updates

Total number of unique users who performed an operation
that caused an Update SDK call. Updates for all entities are
included.

CHART ELEMENT

DESCRIPTION

Creates

Total number of unique users who performed an operation
that caused a Create SDK call. Creates for all entities are
included.

Reads

Total number of unique users who performed an operation
that caused a Retrieve or Retrieve Multiple SDK call.
Reads for all entities are included.

Deletes

Total number of unique users who performed an operation
that caused a Delete SDK call. Deletes for all entities are
included.

How to interpret this chart
This chart shows how many unique users are performing which types of operations (create, update, deletes, reads)
in your Dynamics 365 instance over the specified time.

Total Operations

What's included in this chart
CHART ELEMENT

DESCRIPTION

Updates

Total number of Update SDK calls. Updates for all entities are
included.

Creates

Total number of Create SDK calls. Creates for all entities are
included.

Deletes

Total number of Delete SDK calls. Deletes for all entities are
included.

Reads

Total number of Retrieve and Retrieve Multiple SDK calls.
Reads for all entities are included.

How to interpret this chart
This chart shows how many operations (create, update, deletes, reads) have occurred in the Dynamics 365
instance over the specified time.

Total Page Requests

What's included in this chart
CHART ELEMENT

DESCRIPTION

Forms

Number of requests for form loads.

Dashboards

Number of requests for dashboards.

Reports

Number of requests for reports.

How to interpret this chart
This chart shows the number of page load requests for forms, dashboards, and reports. This is a count of requests
received by the Dynamics 365 server. Pages that are cached while browsing won't be counted.
See also
Use the Organization Insights solution to view metrics about your instance
Developer Guide for Dynamics 365 Customer Engagement

Manage updates
10/25/2018 • 14 minutes to read • Edit Online

Applies to Dynamics 365 (online), version 9.x
Applies to Dynamics 365 (online), version 8.x
On July 6, 2018, we announced some optimizations to how we deliver Dynamics 365 updates: Modernizing the
way we update Dynamics 365. Microsoft will continue to support older versions of Dynamics within the
timeframe of the details in our Update policy.
TIP
Many update questions are answered here: FAQ for Dynamics 365 Update Policies.

You have options for when you update your Dynamics 365 Online organization to Dynamics 365 (online), version
9.x. To prepare for a smooth process, use the information in this topic.
You, as a Dynamics 365 system administrator, decide when to install Dynamics 365 (online) major updates for
your organization. To update to the latest release of Dynamics 365 (online), complete these two steps:
1. Review the information in the Updates page in the Dynamics 365 (online) Administration Center
(https://portal.office.com > Admin centers > Dynamics 365 > Updates tab) to find out what instances
are ready to update, and the schedule.
2. Approve the update.
IMPORTANT
An update in this document refers to a major version release, such as upgrading from Dynamics 365 version 8.2 to
version 9.x. Service updates do not require approval and are applied automatically to your instance.
For major version updates, your instance will not be updated unless you approve it. This means your organization
will go without the latest features and functionality until you explicitly give approval for the update to happen. Keep
in mind, we do have an update policy that will make some updates mandatory, with no approval required. Please see
Update policy below for further details.

You’ll receive an email before the update is available with a scheduled update date. This email will also
include instructions about how to reschedule the update, if you choose. You’ll receive reminders 90, 30, 15,
and 7 days before the update begins. The update will happen during a 12-hour window, and during that
time your organization might be unavailable for several hours. Most updates typically take 2-4 hours. We’ll
let you know when your organization is updated and ready to use. For more information, see the Schedule
for update communications later in this topic.

Continuous updates for Dynamics 365 (online)
We are transforming how we do service updates for Dynamics 365 (online). We will deliver two major releases
per year - April and October - offering new capabilities and functionality. These updates will be backward
compatible, so your apps and customizations will continue to work post update. New features with major,
disruptive changes to the user experience are off by default. This means administrators will be able to first test
then enable these features for their organization.

In addition to the two major updates, we will continue to deploy regular performance and reliability improvement
updates throughout the year. We are phasing deployments over several weeks following safe deployment
practices and monitoring updates closely for any issues.
If you're running Microsoft Dynamics CRM Online, please review the following:
Important information for CRM Online customers
Switch from Dynamics CRM Online to Dynamics 365 (online)
Quickly navigate with the Office 365 app launcher and the Dynamics 365 home page

Update policy
Since every customer will be updated on the continuous delivery schedule, your organization needs to update to
the latest version.
For customers who are currently running older versions of Dynamics 365, we will continue to provide you with
the ability to schedule an update to the latest version and want to make sure this effort is as seamless as possible
through continuous improvements in our update engine. We will send reminders to schedule your update to
Dynamics 365 administrators.
For Dynamics 365 (online) customer engagement applications, we sent update communications in May to all
customers running version 8.1 and have scheduled updates.
Dynamics 365 (Online) version 8.2 will be fully supported until January 31, 2019. Customers running
version 8.2 should plan to update to the latest version prior to this date.
From February 1, 2019, onwards, we will only support the latest generally available version.
Here are the recent versions.
VERSION

NAME

n

9.x

Dynamics 365, version 9.x

n-1

8.2

Dynamics 365, version 8.2

n-2

8.1

Microsoft Dynamics CRM Online 2016
Update 1

Update scenarios
Your Dynamics 365 (online) update process depends on what version you have and how you’d like to update.
Consider the following scenarios.
NOTE
For information on Dynamics 365 (online) instances, see Manage Dynamics 365 (online) instances.

CRM Online 2016 Update 1 – Approach One (recommended)
This scenario applies to those who have Production and Sandbox instances of CRM Online 2016 Update 1 (n-2).
For version information, see: Dynamics 365 (online) releases

VERSION

UPDATE TO

Sandbox (n-2)

Sandbox (n-1)

Sandbox (n-1)

Sandbox (n)

Production (n-2)

Production (n)

n = current version, Dynamics 365 (online), version 9.x
Recommended update approach

CRM Online 2016 Update 1 – Approach Two
This scenario applies to those who have Production and Sandbox instances of CRM Online 2016 Update 1 (n-2).
For version information, see: Dynamics 365 (online) releases
VERSION

UPDATE TO

Sandbox (n-2)

Sandbox (n-1)

Production (n-2)

Production (n-1)

VERSION

UPDATE TO

Sandbox (n-1)

Sandbox (n)

Production (n-1)

Production (n)

n = current version, Dynamics 365 (online), version 9.x
Recommended update approach

December 2016 update for Dynamics 365 (online )
This scenario applies to those who have Production and Sandbox instances of December 2016 update for
Dynamics 365 (online) (n-1).
For version information, see: Dynamics 365 (online) releases
VERSION

UPDATE TO

Sandbox (n-1)

Sandbox (n)

Production (n-1)

Production (n)

n = current version, Dynamics 365 (online), version 9.x
Recommended update approach

Follow the process in the dashed box in the flowchart above.

Recent versions of Dynamics 365 (online)
To determine your version, sign in to Dynamics 365, and in the upper-right side of the screen, click the Settings
button > About.
For recent versions, see Dynamics 365 (online) releases

How will I know my organization is ready to update?
Dynamics 365 system administrators will be informed of updates to Dynamics 365 (online) in multiple ways.
Check your instances in the Dynamics 365 Administration Center
1. Sign in to https://portal.office.com.
2. In the Office 365 admin center, click Admin > Dynamics 365.

3. On the Instances page, click Updates, and then review the update status for your Dynamics 365 (online)
instances.
Note the following:
Instances that are eligible to update will see Update is Available.
Clicking Schedule your update lets the admin select a target release and then do the scheduling.

Update notification emails are sent to admins
Dynamics 365 system administrators will receive an email from the Dynamics 365 (online) Team. You can use the
links in the email to learn more about your update or reschedule it.

Deciphering the update information
The “Manage your Dynamics 365 updates” page is your source for useful information and actions to take
regarding your update.

NOTE
If you are eligible to update to multiple versions of Dynamics 365 (online), you’ll see an option Change target version.
Large companies with extensive and complex customizations to their Dynamics 365 may choose to upgrade to a later
release instead of the first available. So you get the most up-to-date features and fixes, we highly recommend you upgrade
to the latest version when available.

Approve an update
You must be a Dynamics 365 system administrator to approve updates.
1. Sign in to https://portal.office.com.
2. In the Office 365 admin center, click Admin > Dynamics 365, and then on the Instances page click
Updates.
3. Choose the instance to approve.
4. Click Approve Update to approve and proceed with the update.
NOTE
Once you approve an update, you can still reschedule it as long as the update has not started.

Reschedule an update
You must be a Dynamics 365 system administrator to reschedule updates.
1. Sign in to https://portal.office.com.
2. In the Office 365 admin center, click Admin > Dynamics 365, and then on the Instances page click
Updates.
3. Choose the instance update to reschedule, and then click Reschedule update.

4. If you are eligible to update to multiple versions of Dynamics 365 (online), you’ll see a page to select a
target version. Select a version, and then click Next.
NOTE
Large companies with extensive and complex customizations to their Dynamics 365 may choose to upgrade to a
later release instead of the first available. So you get the most up-to-date features and fixes, we highly recommend
you upgrade to the latest version when available. Keep in mind, if you are two versions behind the current version
you will have a mandatory update. See Update policy for more information.

5. Select new preferred and alternate dates and times for the update, and then click Next.

6. Review the new dates and times, and then click Approve Update.

7. The Status column will indicate your update is approved.

Update status
To better track and manage your Dynamics 365 (online) updates, we added more granular update status to the
Updates page. At the date and time of your update, the status for your instance will show Updating instance.

There are four stages of an update:
STATUS

DESCRIPTION

Queued (Not Started)

The update is queued and will start at the scheduled time.

Backup

The Dynamics 365 (online) instance is being backed up. A
copy of the instance is backed up before the update for
recovery purposes.

Restore

The Dynamics 365 (online) instance is being restored.

Database Upgrade

The Dynamics 365 (online) instance is being updated.

Send email notifications to multiple recipients
By default, Dynamics 365 admins will receive update notifications. You can add others to receive update
notifications.
1. Sign in to https://portal.office.com.
2. In the Office 365 admin center, click Admin > Dynamics 365, and then click Instances.
3. Choose an instance that has notifications you want to change, and then click Notifications.

4. Enter the email addresses of people to receive update notifications for the selected instance, and then click
Save.

What happens after an update is approved?
When your update has started, you’ll see Update in progress under Status. The Reschedule option will no
longer be available.

When your update is done, you’ll see Updated successfully.

Prepare your Dynamics 365 organization for the update
Dynamics 365, version 9.x contains a number of exciting changes. To take advantage of new features, you need to
ensure any customizations are compatible with this update.
Prepare your users

To prepare your users for the changes to Dynamics 365 (online), visit What's new in Dynamics 365 (online),
version 9.

Checklist for the Dynamics 365 (online) update
Most of the update process is handled by Microsoft. However, there are a few things that you must do to prepare.
1. Know when your update is scheduled.
You will be informed of a pending update in multiple ways. See How will I know my organization is ready
to update? in this topic.
2. Involve your Dynamics 365 partner.
If you have a Dynamics 365 partner of record, we strongly recommend that you contact them for guidance
and assistance. If you do not have a partner, you may consult the Microsoft AppSource to identify a partner.
Please note that there may be charges from partners for their services.
3. Watch for communications from Microsoft.
We will send you several communications about this subject to keep you informed about the update. In
addition, we send email communications to users who have the System Administrator role in Dynamics
365. Please make sure the email accounts associated with those user accounts are valid and being
monitored. Communications will come from crmoln@microsoft.com, or for partners, you will also receive
communications from the Dynamics 365 Partner Team: crmteam@microsoft.com.
4. Verify your customizations are compatible.
You should take the time before your update to verify that customizations are compatible. You should do
this early enough that you have time to fix any identified issues. Additionally, Microsoft will run a number
of automated tests, and if any of those tests fail in your instance, we will email the administrator a list of
potential issues we have identified.
5. Create a non-production (Sandbox) instance in which you can test your customizations.
Ideally, you should test your customizations prior to update. This will also give you the opportunity to
verify compatibility of any third-party customizations. If you identify any potential issues, please work with
the solution provider to correct any issues that arise. More information: Manage Dynamics 365 (online)
Sandbox instances
6. Notify your users prior to the update of Dynamics 365.
It is a best practice to notify your users that the system will be unavailable during the update. To get more
resources to prepare users for the update, please visit Onboard your organization and users.
7. Watch for Update Completion or Reschedule emails from Microsoft.
Once your organization is updated, you’ll receive a notification from Dynamics 365 (online) indicating that
your organization is ready to use.

Schedule for update communications
WHEN

RECIPIENT

IN-PRODUCT ALERT

EMAIL

ADMIN CENTER

Update scheduled

All Admins

Yes

Yes

Yes

90 days before
update

All Admins

No

Yes

Yes

WHEN

RECIPIENT

IN-PRODUCT ALERT

EMAIL

ADMIN CENTER

30 days before
update

All Admins

No

Yes

Yes

15 days before
update

All Admins

No

Yes

Yes

7 days before update

All Admins

Yes

Yes

Yes

Schedule confirmed
by Admin

All Admins

No

No

Yes

Update in progress

All Admins and Users

No

No

Yes

Update successful

All Admins and Users

No

Yes

Yes

Fallback to secondary
update

All Admins

No

Yes

Yes

Update rescheduled

All Admins

No

Yes

Yes

NOTE
“All Admins” includes Dynamics 365 system administrators and Office 365 Global administrators.

Notice about Online Policies
Please review Notice About Online Policies and Similar Documents.
See also
FAQ for Dynamics 365 Update Policies
Policies and Communications for Dynamics 365 (online)
Manage email notifications

Policies and Communications for service incidents
10/25/2018 • 9 minutes to read • Edit Online

Applies to Dynamics 365 (online), version 9.x
Applies to Dynamics 365 (online), version 8.x
IMPORTANT
Starting October 15, 2018, we will be sending our service notifications from a new email address. The new email addresses
may cause the notifications to bypass existing rules, or arrive in your Junk email folder. Please be sure to check your settings
so you do not miss any important announcements or service communications.
New email addresses:
Microsoft Dynamics 365 - msdynamics365@microsoft.com
Microsoft Dynamics 365 for Finance and Operations - msdyn365finops@microsoft.com

Introduction
Microsoft regularly maintains and updates Dynamics 365 (online) to ensure security, performance, and availability,
and to provide new features and functionality. From time to time, Microsoft also responds to service incidents. For
each of these activities, the Dynamics 365 admin for your organization, or recipients added to the notification list
by the Dynamics 365 admin, receives email notifications. During a service incident, a Dynamics 365 (online)
customer service representative may also call and follow up with an email.
If you’re not sure who your Dynamics 365 admin is, see Find your Dynamics 365 administrator or support person.
If you want to change who receives email communications, see Manage email notifications.
If you’re a Dynamics 365 admin, you can also see the latest status of updates and incidents in the Office 365
service health page. To learn how to get to the Office 365 service health page, see View the status of your services.

System updates
The Dynamics 365 (online) team regularly performs security updates, and major and minor service updates.
Security updates
The Dynamics 365 (online) team regularly performs the following to ensure the security of the system:
Scans of the service to identify possible security vulnerabilities
Assessments of the service to ensure that key security controls are operating effectively
Evaluations of the service to determine exposure to any vulnerabilities identified by the Microsoft Security
Response Center (MSRC ), which regularly monitors external vulnerability awareness sites
The Dynamics 365 (online) team identifies and tracks any identified issues, and takes swift action to mitigate risks
when necessary.
How do I find out about security updates?
Because the Dynamics 365 (online) team strives to apply risk mitigations in a way that doesn’t require service
downtime, Dynamics 365 administrators usually don’t receive emails for security updates. If a security update
does require service downtime, it is considered planned maintenance.

For more information about Dynamics 365 (online) security, see Dynamics 365 (online) Trust Center.
Major service updates
Dynamics 365 (online) typically releases two major service updates per year. Major service updates provide new
features and functionality to Dynamics 365 (online).
NOTE
For information about minor service updates, see Service updates.

Improvements in the update process put the power in your hands for scheduling your organization’s service
updates. You can choose from a list of available dates. Service updates are only applied after they are approved by
the Dynamics 365 (online) admin - please review the important note below outlining the Dynamics 365 online
update policy. This helps you to plan well in advance for your upgrade path, while using your sandbox organization
to properly test and evaluate the service updates with your existing production code.
IMPORTANT
Be sure to check out Update policy for important information about updating to the latest version.

How do I find out about major service updates?
The Dynamics 365 (online) team preschedules customers for the service update and emails Dynamics 365 (online)
admins 90 days before the scheduled update. Dynamics 365 (online) admins receive additional emails at 90 days,
30 days, 15 days, 7 days, 0 or day of, and post update.
In the email, you have the opportunity to either approve the scheduled date or reschedule the update from a list of
dates. All customers are updated during the defined service update release period, usually over a three-month
window.
To find out more about rescheduling service updates, see Manage Dynamics 365 (online) updates.
To find out what’s new and how to prepare for the next release, check out the following resources:
Important changes coming in Dynamics 365 Customer Engagement
Emails regarding the scheduling or rescheduling of your update will be sent with a light-blue banner.

Minor service updates
Minor service updates contain customization changes to support new features, product improvements, and bug
fixes.
A list of minor service updates can be found on our Releases page.

System maintenance
Planned maintenance
Planned maintenance includes updates and changes to the Dynamics 365 (online) service to provide increased
stability, reliability, and performance. These changes can include:
Hardware or infrastructure updates

Integrated services, such as a new version of Office 365 or Azure
Dynamics 365 (online) service changes and software updates
Minor service updates to Dynamics 365 (online) that occur several times per year. See Service updates.
Maintenance timeline
To limit the impact on users, the maintenance window is planned according to the region where environments are
deployed. The following list shows the maintenance window for each region. The times are shown in Coordinated
Universal Time (UTC, which is also known as Greenwich Mean Time).
OCE: 11 AM to 9 PM
JPN: 10 AM to 7 PM
APJ: 2 PM to 8 PM
IND: 12 PM to 9 PM
EUR: 6 PM to 3 AM
GBR: 6 PM to 3 AM
SAM: 12 AM to 10 AM
CAN: 1 AM to 10 AM
NAM: 2 AM to 11 AM
GCC: 2 AM to 11 AM
DEU: 5 PM to 2 AM
Prior notification
Your organization will receive a Maintenance notification through the Office 365 Message Center.
Additionally, for maintenance activities that impact your ability to use the service, Dynamics 365 (online)
System Administrators will receive an email notification.
You can also view notifications in the Office 365 Admin mobile app on your mobile device.
In addition, you can see the schedule and status of planned maintenance activities on the Office 365 service
health page. To learn how to get to the Office 365 service health page, see View the status of your services.
The following stakeholders will be notified about the upcoming maintenance:
Project owners
Organization admins
Environment admins
Other people who are specified on the list during deployment or through the Notify button on the
Environment Details pane
During the update
To report an issue that is identified during update validation, file a support ticket with Microsoft and append the
title with ‘Planned Maintenance Window’.
If the patching of a platform update fails or takes longer than the specified maintenance window, a notification will
be posted on the Service health dashboard. This issue is considered the highest priority, and the product team
becomes involved to address it. However, if there is no quick fix, Microsoft will roll back the update so that the
environment can be brought back to a healthy state as soon as possible.
If the patching fails during an operating system–level update, the specific patch is skipped and will be applied in
the next update cycle.
Post-update notification

If your update is completed within the defined maintenance window, you won’t receive any notification when the
update is completed.
You can verify that the update was completed successfully by checking the version number on the About page.
We are planning to add the ability to notify customers when the downtime window is completed.
How to sign up for notifications
If partners, independent software vendors (ISVs), and other interested parties want to be notified about upcoming
updates, they have two options:
Check the Service health.
Ask to be added to the project as a relevant stakeholder (project owner, environment admin, or additional
stakeholder).
Unplanned maintenance
From time to time, Dynamics 365 (online) inevitably encounters unplanned issues that require changes to ensure
availability. Microsoft strives to provide as much notification as possible during these events. Because these events
can’t be predicted, they are not considered planned maintenance.
When this happens, your organization receives an “Unplanned Maintenance” email. These emails go out to all
Dynamics 365 (online) System Administrators in every Dynamics 365 (online) instance that is affected by the
unplanned maintenance.
You can also see the status of current unplanned maintenance activities on the Office 365 service health page. To
learn how to get to the Office 365 service health page, see View the status of your services.
Planned and unplanned maintenance emails can be identified by the light-orange banner.

Service incidents
A service incident occurs when your organization is inaccessible or you’re unable to use the service or one of its
components. Examples include:
Your users get a “page not found” or 404 error when they try to access Dynamics 365 (online).
Your users cannot sign in to your organization.
Your users can sign in, but cannot save their changes.
Your users can sign in, but see a blank screen.
How do I find out about service incidents?
If you open a case to report a service incident, a Microsoft customer support representative will call your
Dynamics 365 admin and follow up with an email when the service incident is resolved.
Major service incidents
A major service incident occurs when multiple organizations can’t access the service.
How do I find out about major service incidents?
The Microsoft policy is to send email updates to the Dynamics 365 admins of affected customers as soon as we
are aware of a major service incident, and a final email once the issue is considered resolved.

You can also see the status of major service incidents in your Office 365 service health page. To learn how to get to
the Office 365 service health page, see View the status of your services.
If the service incident breaches your Service Level Agreement, you can claim a billing credit according to the
conditions of your Service Agreement. If you need help with this, see Billing FAQs for Dynamics 365 (online).
Major service incident emails can easily be identified by the red banner.

Service restored
Microsoft will send you an email when normal system services have been restored. You can easily identify these
emails by the light-green banner.

Post-Incident Report
In addition, five business days after the incident resolution, the Dynamics 365 (online) team publishes a postincident report (PIR ) to the Office 365 service health page. This report summarizes the following details about the
incident:
Description
Root cause
Customer impact
Start date and time
Resolution date and time
Next steps
Communications for releases, package deployments, and awareness
Communications emails are specific to managing the Dynamics 365 Service, including changes with the service,
releases or feature offerings. They can be informational in nature, drive specific actions, or both. The target
audience for these communications are Dynamics 365 System Administrators or individuals designated to
running the service. You can easily identify these by the light-blue banner.

Post-purchase customer lifecycle communications
Once a customer has purchased Dynamics 365 (online), we send a series of helpful email communications to
Dynamics 365 administrators during the first year. These communications direct customers to a number of
resources that will assist both administrators and users to successfully adopt and expand their use of Dynamics
365 (online).
You can easily identify these communications by the dark-blue banner.

Notice about Online Policies
Please review Notice About Online Policies and Similar Documents.

Switch from Dynamics CRM Online to Dynamics 365
(online)
8/24/2018 • 9 minutes to read • Edit Online

Applies to Dynamics 365 (online), version 9.x
Applies to Dynamics 365 (online), version 8.x
Your Dynamics CRM Online plan is being retired. When it's time to renew, you'll need to renew using the new
Dynamics 365 plans. To learn more about your options, see Important information for CRM Online customers.
If you're an existing Dynamics CRM Online customer, you will be notified when your subscription will expire. At
that time, you'll need to start a new subscription with one of the new Dynamics 365 (online) licenses. You can
switch before you receive the expiration notice.

Dynamics 365 information
Dynamics 365
Dynamics 365 pricing
Dynamics 365 Licensing Guide
Existing Customer License Transition Guide
Business apps in Dynamics 365

How to renew when your plan is retiring
The easiest way to switch plans is to use the Switch plans button in the Office 365 admin center which launches
a wizard. However, using the Switch plans button isn’t supported in all situations. In some cases, you might want
or need to switch plans manually.
When to use the Switch plans wizard
Click the Switch plans button if:
You want to simplify the renewal process.
You're going to assign all your users to the same Dynamics 365 plan.
See Use the Switch plans wizard.

When to switch plans manually
Manually switch plans if:
You want more control of the renewal process.
You have a mix of Dynamics 365 plans to assign users to.
You're going to purchase fewer licenses in the Dynamics 365 plan than you currently have in your CRM
Online plan.
See Switch plans manually.
Use the Switch plans wizard
When you click the Switch plans button, you're led through the process of buying a new plan that you can switch
your current plan to.
The switch plans wizard does the following:
Leads you through the process of buying a new plan.
Reassigns all user licenses from your old plan to the new plan.
Cancels your old plan.
To renew to Dynamics 365 using the Switch plans wizard, follow these steps.
1. Browse to the Office 365 admin center and sign in using Office 365 Global administrator credentials.
2. Choose Billing > Subscriptions.

3. If you have a Partner of Record, take note of the Partner ID to use later. Under Active, click More actions
> Edit partner of record and record the ID number.

4. Select the plan to renew, and then click Switch plans.

5. Mouse over the subscription you want to switch to, and then click Buy now.

NOTE
If you need to purchase a mix of plans, each plan must be purchased separately in order to apply promo codes for
discounted pricing and to assign licenses.

Choose a plan to switch to.

6. In the Checkout Step 1 page, click Have a promo or discount code?, enter a promo code, and then click
Apply promo code.

For current CRM Online customers, we are offering discounted pricing on Dynamics 365 plans when you
transition. Click on your subscription type to find your promo code, then return and complete the
remaining steps.
SUBSCRIPTION TYPE

Promo codes: Commercial Web Direct
Promo codes: Government Web Direct
Promo codes: Faculty Web Direct
Promo codes: Student Web Direct
Promo codes: Non-profit Web Direct

IMPORTANT
If you're considering a mix of plans, you must complete that transition in a separate transaction with each promo
code.

7. Click Next. On the Checkout Step 2 page, if you have a partner, click Add in the right-side of the page,
and then use the Partner ID you recorded above.

8. Fill in the information, and then click Place order.
Switch plans manually
Switching plans manually means completing the following separate procedures instead of using the switch
plans wizard.
Buy licenses for the new subscription.
Verify the new subscription is ready to use.
Reassign user licenses.
Remove unneeded licenses from the subscription you’re switching from.
Cancel the original subscription.
To manually switch users to another Dynamics 365 subscription, complete the following phases in the order
shown.
Phase 1: Buy user licenses for a Dynamics 365 subscription.
Phase 2: Verify that your subscription has the right number of licenses.
Phase 3: Reassign user licenses.
Phase 4: Cancel the CRM Online subscription.
Phase 1: Buy user licenses for your Dynamics 365 subscriptions
1. Browse to the Office 365 admin center and sign in using Office 365 Global administrator credentials.
2. Choose Billing > Subscriptions.

3. If you have a Partner of Record, take note of the Partner ID to use later. Under Active, click More actions
> Edit partner of record and record the ID number.

4. Above Active, click + Add subscriptions and select the offer for the service you want and proceed
through the purchase process.
NOTE
If you need to purchase a mix of plans, each plan must be purchased separately in order to apply promo codes for
discounted pricing and to assign licenses.

Choose a plan to switch to.

5. Mouse over the subscription you want to switch to, and then click Buy now.

NOTE
If you need to purchase a mix of plans, each plan must be purchased separately in order to apply promo codes for
discounted pricing and to assign licenses.

6. Adjust the plan options, and then click Add to cart.

7. In your cart, click Add-ons to add Add-ons like an additional non-production instance or more storage.

To see which add-ons are included with Dynamics 365 plans, see Important information for CRM Online
customers.
8. Click Check out in your cart.
9. In the Checkout Step 1 page, click Have a promo or discount code?, enter a promo code, and then click
Apply promo code.

For current CRM Online customers, we are offering discounted pricing on Dynamics 365 plans when you
transition. Click on your subscription type to find your promo code, then return and complete the
remaining steps.
SUBSCRIPTION TYPE

Promo codes: Commercial Web Direct
Promo codes: Government Web Direct
Promo codes: Faculty Web Direct
Promo codes: Student Web Direct
Promo codes: Non-profit Web Direct

IMPORTANT
If you're considering a mix of plans, you must complete that transition in a separate transaction with each promo
code.

10. Click Next. On the Checkout Step 2 page, if you have a partner, click Add in the right-side of the page,
and then use the Partner ID you recorded above.

11. Fill in the information, and then click Place order.
Phase 2: Verify that your subscription has the right number of licenses
It’s important to make sure that all the services inside your new subscription have been set up before moving
on to the next phase. If the subscription isn’t ready when you first check, try again later.
NOTE
If you purchased a subscription by invoice and a credit check is required, it can take up to two business days before the
subscription is available.

1. In the admin center, choose Billing > Subscriptions.
2. Make sure that the Dynamics 365 subscriptions appear under Active, and that the number of purchased
licenses is correct.
Phase 3: Reassign user licenses
You can use the Office 365 Admin Center to reassign licenses for up to 20 users at a time.
TIP
If you have a lot of users, you can optionally use Remote PowerShell to assign user licenses. To learn how, see Use Office
365 PowerShell to assign licenses to user accounts.

1. In the admin center, choose Users > Active users.
2. Select the boxes next to the names of the users that you want to move to the Dynamics 365
subscriptions.
3. In the Bulk actions-pane, choose Edit product licenses.
4. Select Replace existing product license assignments > Next.
5. Toggle the switches to Off to remove a license and On to add a license to users.

6. When you’re done, choose Replace > Close.
Phase 4: Cancel the CRM Online subscription
Once you've moved all your Dynamics CRM Online users to Dynamics 365 plans, you're ready to cancel your
Dynamics CRM Online subscription.
TIP
Be sure to assign Dynamics 365 licenses to all your users before cancelling your Dynamics CRM Online subscription so
current users don't lose access.

1. Browse to the Office 365 admin center and sign in using Office 365 Global administrator credentials.
2. Choose Billing > Subscriptions and select your Dynamics CRM Online subscription.
3. On the right-hand side of the page, click More actions > Cancel subscription.

4. Fill in the information on the Cancel subscription page, and the click Cancel subscription.
When you check your Dynamics CRM Online subscription (Billing > Subscriptions), you'll see the following
regarding your cancelled subscription:
You're no longer being billed for the subscription.
You'll receive a prorated credit for any unused service 30 to 60 days from the date you switched plans.
The subscription is disabled with reduced functionality.

What happens to my data when I switch to a Dynamics 365

subscription?
Your data, user records, customization, etc. are stored in your tenant and are not tied directly to a specific CRM
Online subscription. When you switch to a Dynamics 365 subscription, the new licenses provide access to your
existing CRM organization and will not lead to any loss of data.

What happens if I do not switch to a Dynamics 365 subscription?
If you do not switch to a Dynamics 365 subscription before the term end date, the CRM Online subscription will
enter into an expired state for 90 days for most subscriptions, in most countries and regions. At the end of the
expired state, the subscription moves into the disabled state, which is 90 days for most subscriptions, in most
countries and regions. We recommend that you back up your data before the subscription is disabled, but as an
admin, you can still access and back up data for your organization while it is in the disabled state. Any customer
data that you leave behind may be deleted after 90 days, and will be deleted no later than 180 days after
cancellation.
Here's what to expect for you and your users if your subscription is disabled.
Admin access: Admins can still sign in and access the Office 365 Admin Center, and buy other Office
365 subscriptions as needed. As a global or billing admin, you have 90 days to reactivate the subscription
with all data intact.
User access: Your users won't be able to use Office 365 services like OneDrive for Business, or access
customer data—for example, email or documents on team sites. Office applications, like Word and Excel,
will eventually move into a read-only, reduced functionality mode and display Unlicensed Product
notifications.

Need help? Contact support.
As an admin for Dynamics 365, you get free access to our knowledgeable support agents for pre-sales, account,
and billing support, as well as for help resolving technical issues. You can also contact support on behalf of
Dynamics 365 users in your organization. See Billing and subscription support.
See also
Important information for CRM Online customers
Switch to a different Office 365 for business plan
Onboard your organization and users to Dynamics 365 (online)
Purchase and assign Dynamics 365 (online) licenses
Assign or remove licenses for Office 365 for business Terminology used in the product and documentation

Important information for CRM Online customers
8/24/2018 • 5 minutes to read • Edit Online

Applies to Dynamics 365 (online), version 9.x
Applies to Dynamics 365 (online), version 8.x
Microsoft is introducing Dynamics 365, the next generation of intelligent business applications that enable your
organization to grow, evolve, and transform to meet the needs of your customers and capture new
opportunities. As a result, Microsoft introduced new plans for customers November 1, 2016, that are similar, but
not identical to your current plan.
The existing Dynamics CRM Online plan will be retired effective November 1, 2016. However, if you have a
current subscription, this change won’t affect you right away. As a global administrator, you’ll receive email
updates and see posts in the message center (part of the Office 365 Admin Center) with information on when
you need to take action.

Additional resources
Dynamics 365 Licensing Guide
Dynamics 365 pricing
Existing Customer License Transition Guide
Business apps in Dynamics 365
Video: Get familiar with Dynamics 365 (for admins)
Onboard your organization and users to Dynamics 365 (online)
When you are ready to move to a new plan—either now or during renewal—you’ll have options to choose from.

Compare your options for upgrading or switching plans
You can choose to maintain similar functionality you have with CRM Online or take advantage of new features
and functionality from Dynamics 365. The licensing changes are as follows.
EXISTING CRM ONLINE LICENSE

RECOMMENDED DYNAMICS 365 LICENSE

Enterprise

Dynamics 365 Customer Engagement Plan

Professional

Dynamics 365 Customer Engagement Plan, Dynamics 365
for Sales, or Dynamics 365 for Customer Service

EXISTING CRM ONLINE LICENSE

RECOMMENDED DYNAMICS 365 LICENSE

Basic

Dynamics 365 for Team Members, Dynamics 365 for Sales,
Dynamics 365 for Customer Service, or Dynamics 365
Customer Engagement Plan

Essential

Dynamics 365 for Team Members

Field Service Add-on

Dynamics 365 Customer Engagement Plan, or Dynamics 365
for Field Service

Project Service Automation Add-on

Dynamics 365 Customer Engagement Plan, or Dynamics 365
for Project Service Automation

IMPORTANT
Existing customers must choose which Dynamics 365 licenses meet the needs of their organization. Simply transitioning
existing licenses to the Dynamics 365 equivalent may not always be the best course of action. Review the use rights below
to determine the mix of user subscriptions that are suitable for your organization’s needs. Based on the use rights changes
with the launch of Dynamics 365, this may be different than what you have today. Review the following information for
assistance on how to make your best license choices.

Option 1: For Enterprise, Professional, Field Service, Project Service Automation, or Basic Users, consider
Dynamics 365 Customer Engagement Plan
This option is ideal if you want to take advantage of functionality in multiple Dynamics 365 applications, or the
new functionality that Dynamics 365 Customer Engagement Plan has to offer. Dynamics 365 Customer
Engagement Plan includes Customer Service, Sales, Project Service Automation, Field Service, and PowerApps.
Option 2: For Professional Users, consider Dynamics 365 for Customer Service
Choose this option if you want to maintain access to the Customer Service functionality you have today in CRM
Online. The Customer Service Application is intended for users who will be engaging in any kind of customer
service role, from basic call centers to more advanced support scenarios, focused on case management. This
license includes all core Customer Service functionality – Case Management, Unified Service Desk and scripts,
and SLAs and Entitlements management, plus embedded PowerApps, Social Engagement, Gamification, Mobile
Offline, and Voice of Customer.
Option 3: For Professional Users, consider Dynamics 365 for Sales
Choose this option if you want to maintain access to the Sales functionality you have today in CRM Online. The
Sales Application is intended for users who will be engaging in field sales, inside sales, sales management,
partner sales, or any other full sales role. This license includes all core sales functionality – Opportunity & Lead
Management, Product & Price Lists management, competitor tracking, Quote/Order/Invoice, lightweight
marketing capabilities, and Unified Service Desk. This also includes the functionality needed to manage Sales
performance plus embedded PowerApps, Social Engagement, Gamification, Mobile Offline, and Voice of
Customer.
Option 4: For Basic Users, consider Dynamics 365 for Customer Service
Choose this option if you want to maintain access to full Customer Service functionality and require write access
to Cases. This will get you access to what you have today in CRM Online (minus write access to leads), plus
embedded PowerApps, Social Engagement, Gamification, Mobile Offline, and Voice of Customer.
Option 5: For Basic Users, consider Dynamics 365 for Sales
Choose this option if you want to maintain access to full Sales functionality and require write access to Cases or
Leads. This will get you access to what you have today in CRM Online (minus write access to cases), plus

PowerApps, Social Engagement, Gamification, Mobile Offline, and Voice of Customer.
Option 6: For Basic Users, consider Dynamics 365 for Team Members
Choose this option if you do not need access to full functionality and do not require write access to Leads. This
will get you access to what you have today in CRM Online (minus leads) plus embedded PowerApps.
Option 7: For Essential Users, consider Dynamics 365 for Team Members
Choose this option to get access to what you have today in CRM Online plus embedded PowerApps.
Option 8: For Project Service Automation Users, consider Dynamics 365 for Project Service Automation or
Dynamics 365 Customer Engagement Plan
Choose this option if you purchased a Basic User plus Project Service Automation plan. Project Service
Automation includes all of the functionality of the Project Service Automation add-on, plus PowerApps, Social
Engagement, Gamification, Mobile Offline, Project Online Premium, and Voice of Customer. This would not
include write access to cases or leads – for this access the Project Service Automation user should license
Dynamics 365 Customer Engagement Plan.
Option 9: For Field Service Users, consider Dynamics 365 for Field Service or Dynamics 365 Customer
Engagement Plan
Choose this option if you purchased a Basic User plus Field Service plan. Field Service is intended for users who
will be engaging in any kind of field technician, scheduler, or dispatcher role. This license includes all of the
functionality of the Field Service add-on, plus PowerApps, Social Engagement, Gamification, Mobile Offline,
Project Online Premium, and Voice of Customer. This would not include write access to cases or leads – for this
access the Project Service Automation user should license Dynamics 365 Customer Engagement Plan.

How to upgrade to Dynamics 365 Customer Engagement Plan or
switch to a Dynamics 365 Application
You can switch to Dynamics 365 now, or wait until it’s time to renew, and then upgrade during the renewal
process. Either way, you’ll work with your account representative or partner to make the switch, unless you
bought your subscription directly from Microsoft, in which case you can switch in the Office 365 Admin Center.
To learn more, see Switch from Dynamics CRM Online to Dynamics 365 (online).
See also
Switch from Dynamics CRM Online to Dynamics 365 (online)

Important information for CRM Online volume
license customers
8/24/2018 • 2 minutes to read • Edit Online

Applies to Dynamics 365 (online), version 9.x
Applies to Dynamics 365 (online), version 8.x
Your Dynamics CRM Online plan is being retired. When it's time to renew, you will need to renew using one of the
Dynamics 365 plans. To learn more about your options, see Important information for CRM Online customers.
If you're an existing Dynamics CRM Online customer, you will be notified when your subscription will expire. At
that time, you'll need to start a new subscription with one of the new Dynamics 365 (online) licenses. You can
switch before you receive the expiration notice.
IMPORTANT
It is important that you switch your users from CRM Online licenses to Dynamics 365 licenses in order to avoid any service
disruption.

Reassign user licenses
You can use the Office 365 Admin Center to reassign licenses for up to 20 users at a time.
TIP
If you have a lot of users, you can optionally use Remote PowerShell to assign user licenses. To learn how, see Use Office 365
PowerShell to assign licenses to user accounts.

1. In the admin center, choose Users > Active users.
2. Select the boxes next to the names of the users that you want to move to the Dynamics 365 subscriptions.
3. In the Bulk actions-pane, choose Edit product licenses.
4. Select Replace existing product license assignments > Next.
5. Toggle the switches to Off to remove a license and On to add a license to users.

6. When you’re done, choose Replace > Close.

What happens to my data when I switch to a Dynamics 365
subscription?
Your data, user records, customization, etc., are stored in your tenant and are not tied directly to a specific CRM
Online subscription. When you switch to a Dynamics 365 subscription, the new licenses provide access to your
existing CRM organization and will not lead to any loss of data.

What happens if I do not switch my users to Dynamics 365 licenses?
If you do not switch your users to a Dynamics 365 subscription before the term end date, the CRM Online
subscription will enter into an expired state for 90 days for most subscriptions, in most countries and regions. At
the end of the expired state, the subscription moves into the disabled state, which is 90 days for most subscriptions,
in most countries and regions.
Here's what to expect for you and your users if your subscription is disabled.
Admin access: Admins can still sign in and access the Office 365 admin center, and buy other Microsoft
Online Services as needed.
User access: Your users won't be able to use Dynamics 365, or access customer data. CRM Online
applications will eventually move into a read-only, reduced functionality mode and display Unlicensed
Product notifications.
See also
Important information for CRM Online customers Switch from Dynamics CRM Online to Dynamics 365 (online)
Support and billing

Promo codes: Non-profit Web Direct
8/24/2018 • 2 minutes to read • Edit Online

Applies to Dynamics 365 (online), version 9.x
Applies to Dynamics 365 (online), version 8.x
For current CRM Online customers, we are offering discounted pricing on Dynamics 365 plans when you
transition. In the table below, locate your existing CRM Online plan and determine the promo code for the plan
that best fits your business.
EXISTING DYNAMICS CRM
ONLINE USER

APPLICATION TRANSITION
PRICING

Professional User
Subscription License (USL)

PROMO CODE

COMMENT

$86 (for Dynamics 365
Customer Engagement Plan)

Dyn365PLAN1NFP

For customers as of October
31, 2016 this offer applies to
all user licenses purchased
before and after October 31,
2016 until renewal.

Professional USL

$76 (for Sales or Customer
Service)

Dyn365PRONFP

For customers as of October
31, 2016 this offer applies to
all user licenses purchased
before and after October 31,
2016 until renewal.

Professional USL Add-on to
O365

$66 (for Dynamics 365
Customer Engagement Plan)

Dyn365O365PLAN1NFP

For customers as of October
31, 2016 this offer applies to
all user licenses purchased
before and after October 31,
2016 until renewal.

Professional USL Add-on to
O365

$59 (for Sales or Customer
Service)

Dyn365O365NFP

For customers as of October
31, 2016 this offer applies to
all user licenses purchased
before and after October 31,
2016 until renewal.

Basic USL + Field Service or
Project Service Automation
Add-on

$76 (for Field Service or
Project Service)

Dyn365PRONFP

For customers as of October
31, 2016 this offer applies to
all user licenses purchased
before and after October 31,
2016 until renewal.

Basic USL

$57 (for Dynamics 365
Customer Engagement Plan)

Dyn365BASPLAN1NFP

Only applies for existing
users as of October 31,
2016

Basic USL

$50 (for Sales or Customer
Service)

Dyn365BASICNFP

Only applies for existing
users as of October 31,
2016

See also
Switch from Dynamics CRM Online to Dynamics 365 (online)

Promo codes: Student Web Direct
8/24/2018 • 2 minutes to read • Edit Online

Applies to Dynamics 365 (online), version 9.x
Applies to Dynamics 365 (online), version 8.x
For current CRM Online customers, we are offering discounted pricing on Dynamics 365 plans when you
transition. In the table below, locate your existing CRM Online plan and determine the promo code for the plan
that best fits your business.
EXISTING DYNAMICS CRM
ONLINE USER

APPLICATION TRANSITION
PRICING

Professional User
Subscription License (USL)

PROMO CODE

COMMENT

$86 (for Dynamics 365
Customer Engagement Plan)

Dyn365PLAN1EduStu

For customers as of October
31, 2016 this offer applies to
all user licenses purchased
before and after October 31,
2016 until renewal.

Professional USL

$76 (for Sales or Customer
Service)

Dyn365PROEduStu

For customers as of October
31, 2016 this offer applies to
all user licenses purchased
before and after October 31,
2016 until renewal.

Professional USL Add-on to
O365

$66 (for Dynamics 365
Customer Engagement Plan)

Dyn365O365PLAN1 EduStu

For customers as of October
31, 2016 this offer applies to
all user licenses purchased
before and after October 31,
2016 until renewal.

Professional USL Add-on to
O365

$59 (for Sales or Customer
Service)

Dyn365O365EduStu

For customers as of October
31, 2016 this offer applies to
all user licenses purchased
before and after October 31,
2016 until renewal.

Basic USL + Field Service or
Project Service Automation
Add-on

$76 (for Field Service or
Project Service)

Dyn365PROEduStu

For customers as of October
31, 2016 this offer applies to
all user licenses purchased
before and after October 31,
2016 until renewal.

Basic USL

$57 (for Dynamics 365
Customer Engagement Plan)

Dyn365BASPLAN1EduStu

Only applies for existing
users as of October 31,
2016

Basic USL

$50 (for Sales or Customer
Service)

Dyn365BASICEduStu

Only applies for existing
users as of October 31,
2016

See also
Switch from Dynamics CRM Online to Dynamics 365 (online)

Promo codes: Faculty Web Direct
8/24/2018 • 2 minutes to read • Edit Online

Applies to Dynamics 365 (online), version 9.x
Applies to Dynamics 365 (online), version 8.x
For current CRM Online customers, we are offering discounted pricing on Dynamics 365 plans when you
transition. In the table below, locate your existing CRM Online plan and determine the promo code for the plan
that best fits your business.
EXISTING DYNAMICS CRM
ONLINE USER

APPLICATION TRANSITION
PRICING

Professional User
Subscription License (USL)

PROMO CODE

COMMENT

$86 (for Dynamics 365
Customer Engagement Plan)

Dyn365PLAN1EduFac

For customers as of October
31, 2016 this offer applies to
all user licenses purchased
before and after October 31,
2016 until renewal.

Professional USL

$76 (for Sales or Customer
Service)

Dyn365PROEduFac

For customers as of October
31, 2016 this offer applies to
all user licenses purchased
before and after October 31,
2016 until renewal.

Professional USL Add-on to
O365

$66 (for Dynamics 365
Customer Engagement Plan)

Dyn365O365PLAN1EduFac

For customers as of October
31, 2016 this offer applies to
all user licenses purchased
before and after October 31,
2016 until renewal.

Professional USL Add-on to
O365

$59 (for Sales or Customer
Service)

Dyn365O365EduFac

For customers as of October
31, 2016 this offer applies to
all user licenses purchased
before and after October 31,
2016 until renewal.

Basic USL + Field Service or
Project Service Automation
Add-on

$76 (for Field Service or
Project Service)

Dyn365PROEduFac

For customers as of October
31, 2016 this offer applies to
all user licenses purchased
before and after October 31,
2016 until renewal.

Basic USL

$57 (for Dynamics 365
Customer Engagement Plan)

Dyn365BASPLAN1EduFac

Only applies for existing
users as of October 31,
2016

Basic USL

$50 (for Sales or Customer
Service)

Dyn365BASICEduFac

Only applies for existing
users as of October 31,
2016

See also
Switch from Dynamics CRM Online to Dynamics 365 (online)

Promo codes: Government Web Direct
8/24/2018 • 2 minutes to read • Edit Online

Applies to Dynamics 365 (online), version 9.x
Applies to Dynamics 365 (online), version 8.x
For current CRM Online customers, we are offering discounted pricing on Dynamics 365 plans when you
transition. In the table below, locate your existing CRM Online plan and determine the promo code for the plan
that best fits your business.
EXISTING DYNAMICS CRM
ONLINE USER

APPLICATION TRANSITION
PRICING

Professional User
Subscription License (USL)

PROMO CODE

COMMENT

$86 (for Dynamics 365
Customer Engagement Plan)

Dyn365PLAN1Gov

For customers as of October
31, 2016 this offer applies to
all user licenses purchased
before and after October 31,
2016 until renewal.

Professional USL

$76 (for Sales or Customer
Service)

Dyn365PROGov

For customers as of October
31, 2016 this offer applies to
all user licenses purchased
before and after October 31,
2016 until renewal.

Professional USL Add-on to
O365

$66 (for Dynamics 365
Customer Engagement Plan)

Dyn365O365PLAN1Gov

For customers as of October
31, 2016 this offer applies to
all user licenses purchased
before and after October 31,
2016 until renewal.

Professional USL Add-on to
O365

$59 (for Sales or Customer
Service)

Dyn365O365Gov

For customers as of October
31, 2016 this offer applies to
all user licenses purchased
before and after October 31,
2016 until renewal.

Basic USL + Field Service or
Project Service Automation
Add-on

$76 (for Field Service or
Project Service)

Dyn365PROGov

For customers as of October
31, 2016 this offer applies to
all user licenses purchased
before and after October 31,
2016 until renewal.

Basic USL

$57 (for Dynamics 365
Customer Engagement Plan)

Dyn365BASPLAN1Gov

Only applies for existing
users as of October 31,
2016

Basic USL

$50 (for Sales or Customer
Service)

Dyn365BASICGov

Only applies for existing
users as of October 31,
2016

See also
Switch from Dynamics CRM Online to Dynamics 365 (online)

Promo codes: Commercial Web Direct
8/24/2018 • 2 minutes to read • Edit Online

Applies to Dynamics 365 (online), version 9.x
Applies to Dynamics 365 (online), version 8.x
For current CRM Online customers, we are offering discounted pricing on Dynamics 365 plans when you
transition. In the table below, locate your existing CRM Online plan and determine the promo code for the plan
that best fits your business.
EXISTING DYNAMICS CRM
ONLINE USER

APPLICATION TRANSITION
PRICING

Professional User
Subscription License (USL)

PROMO CODE

COMMENT

$86 (for Dynamics 365
Customer Engagement Plan)

Dyn365PLAN1

For customers as of October
31, 2016 this offer applies to
all user licenses purchased
before and after October 31,
2016 until renewal.

Professional USL

$76 (for Sales or Customer
Service)

Dyn365PRO

For customers as of October
31, 2016 this offer applies to
all user licenses purchased
before and after October 31,
2016 until renewal.

Professional USL Add-on to
O365

$66 (for Dynamics 365
Customer Engagement Plan)

Dyn365O365PLAN1

For customers as of October
31, 2016 this offer applies to
all user licenses purchased
before and after October 31,
2016 until renewal.

Professional USL Add-on to
O365

$59 (for Sales or Customer
Service)

Dyn365O365

For customers as of October
31, 2016 this offer applies to
all user licenses purchased
before and after October 31,
2016 until renewal.

Basic USL + Field Service or
Project Service Automation
Add-on

$76 (for Field Service or
Project Service)

Dyn365PRO

For customers as of October
31, 2016 this offer applies to
all user licenses purchased
before and after October 31,
2016 until renewal.

Basic USL

$57 (for Dynamics 365
Customer Engagement Plan)

Dyn365BASPLAN1

Only applies for existing
users as of October 31,
2016

Basic USL

$50 (for Sales or Customer
Service)

Dyn365BASIC

Only applies for existing
users as of October 31,
2016

See also
Switch from Dynamics CRM Online to Dynamics 365 (online)

Support and billing
8/24/2018 • 2 minutes to read • Edit Online

Applies to Dynamics 365 (online), version 9.x
Applies to Dynamics 365 (online), version 8.x
This section provides information to address support and billing questions.

Contact Technical Support
2 minutes to read

Applies to Dynamics 365 (online), version 9.x
Applies to Dynamics 365 (online), version 8.x
This content has moved to: Get Help + Support

Help and additional resources
10/8/2018 • 2 minutes to read • Edit Online

Applies to Dynamics 365 (online), version 9.x
Applies to Dynamics 365 (online), version 8.x
There are several resources available to you covering planning, operating, and using Dynamics 365 (online).
NOTE
To contact technical support, see:
Enter a support request through the new support center

Help for administrators
The following are useful resources for administering Dynamics 365 (online):
Administer Dynamics 365 Customer Engagement
What's new in Dynamics 365

More self-service help resources
View the Office 365 Service Health Dashboard
Search the Support Blog and Community Forum
Search the Microsoft Knowledge Base

Security and service continuity
When a business allows an external service provider to store and manage its data, key considerations must include
security, data protection, privacy, and data ownership. Microsoft takes these concerns seriously and has applied its
years of cloud and on-premises experience with security and privacy to delivery of the Dynamics 365 (online)
service. This focus is highlighted by the 99.9% uptime provision of the service-level agreement (SLA).

Microsoft Dynamics 365 (online) Trust Center
The Microsoft Dynamics 365 (online) Trust Center describes the trust principles concerning security, privacy,
service transparency, and compliance in Dynamics 365 (online).

Support and service status
Office 365 admin portal
The Office 365 admin portal provides tools and resources that can assist you with key Office 365 online service
information and tasks such as:
How do I check my online service health?
Use the Organization Insights solution to view metrics about your instance

See also
Contact Technical Support

Volume licensing FAQ
8/24/2018 • 4 minutes to read • Edit Online

Applies to Dynamics 365 (online), version 9.x
Applies to Dynamics 365 (online), version 8.x
As of the December 2016 Update for Dynamics 365 (online), Dynamics CRM functionality is now included as a
part of Dynamics 365, a suite of intelligent business applications. Dynamic 365 unifies customer relationship
management (CRM ) and enterprise resource planning (ERP ) capabilities by delivering new applications to help
manage specific business functions.
Do you offer volume discounts to businesses?
Yes. Discounts are available for Microsoft Dynamics enterprise agreement customers (typically 250+ licenses) who
want to purchase through volume licensing. A Microsoft expert can help you explore the purchasing options for
large enterprises and help you determine which is best for you. More information: Enterprise Agreements
Which volume licensing programs apply to Dynamics 365 (online ) Customer Engagement?
Dynamics 365 (online) Customer Engagement is available through the Enterprise Agreement, Enterprise
Subscription Agreement, and Campus and School Agreement volume licensing programs. The agreement you
select will be on the same billing and contract schedule as any existing volume licensing agreements that you
might have.
Can I move existing licenses from a direct purchase subscription to an enterprise agreement?
Yes. If you who purchased Dynamics 365 (online) with a credit card or through invoicing, you can move to an
enterprise agreement by following these steps:
1. Place an order through a Microsoft Licensing Solutions Partner for Dynamics 365 (online) licenses.
IMPORTANT
It is important to order (at minimum) the same number of licenses and add-ons that you currently have to ensure
that you do not lose data. For example, if you have 50 Professional licenses, 3 additional production instances, and 5
GB of storage, be sure to order the same number of licenses and add-ons (or more).

2. Once the order has been invoiced, the Online Service Manager (OSM ) identified on the enterprise
agreement will receive an activation email, which allows the OSM to sign in to the existing Dynamics 365
(online) account and associate the new licenses to it. The new order will pool with your existing licenses, but
does not cancel the direct purchase subscription.
NOTE
If the purchase was made on an enterprise agreement that already includes Microsoft Online Services licenses, for
example Office 365 or Intune, then the Dynamics 365 (online) licenses will automatically attach to that Microsoft
Online Services account and cannot be associated to your existing Dynamics 365 (online) account. If the licenses need
to be separated, this requires a special amendment from your Microsoft Licensing Sales Specialist.

3. To cancel the direct purchase subscription, open a Service Request through the Admin Portal to contact
Billing Support and inform them that you have purchased a license through volume licensing and request
them to cancel the direct purchase subscription. This step is required in order to discontinue the credit card
or invoice billing.

How can I have the activation email resent?
The activation email is sent to the Online Services Manager (OSM ), who is a participant identified on the
enterprise agreement. If the activation email needs to be resent, call Billing Support to make the request. Please be
prepared to provide company information to verify personally identifiable information (PII).
WARNING
The activation email can only be resent to the OSM. If the OSM is unavailable and the email needs to be sent to a different
contact, please contact your Microsoft Licensing Solutions Partner to request that the OSM information be changed. Once
the information is changed, you will need to make a new request to Billing Support to resend the activation email to the new
OSM.

How do I add more licenses or add-ons, such as additional instances or storage when I have purchased through
volume licensing?
Dynamics 365 (online) customers that purchased their subscription through volume licensing have two options to
add more licenses or purchase add-ons:
Add them through the Volume Licensing Service Center using the License Reservation feature, which allows
you to immediately add licenses or add-ons and then pay for them at the agreement anniversary time.
Licenses are accessible within hours.
Place an order through the standard Purchase Order process through the Microsoft Licensing Solutions
Partner. Licenses are accessible in up to 12 hours after the order is processed by Microsoft.
If I accidentally attach the volume licensing licenses by signing in to the wrong account, how can I move the
licenses to the correct account?
To reassign the account to which your volume licensing agreement licenses are attached, contact Billing Support
and request to have your agreement remapped to a new account.
NOTE
The licenses cannot be remapped to a different account if you already own Microsoft Online Services licenses (Office 365 or
Intune) on the same agreement, because all Microsoft Online Services licenses are attached to the same account.

Where do I find support for my Dynamics 365 (online ) volume licensing invoice?
For assistance with a volume licensing invoice, contact your Microsoft Licensing Solutions Partner.
See also
Enterprise Agreements
Frequently Asked Questions About Product Licensing

Billing FAQs for Dynamics 365 (online) Customer
Engagement
8/24/2018 • 5 minutes to read • Edit Online

Applies to Dynamics 365 (online), version 9.x
Applies to Dynamics 365 (online), version 8.x
Billing support agents for Dynamics 365 often hear similar questions from our customers. To help answer your
billing and subscription management questions as quickly as possible, we’ve put together this list of the most
frequently asked questions.

How do I find the correct Dynamics 365 (online) billing and
subscription support team?
Before contacting Dynamics 365 (online) services billing support, you’ll need to determine which platform your
Dynamics 365 (online) account is hosted on because each platform has its own billing and subscription
management support team. The simplest way to do this is to match your Dynamics 365 (online) account sign-in to
one of the formats listed here:
Microsoft online services platform
If you sign in to your Dynamics 365 (online) account with a user name that follows this format,
email@contoso.onmicrosoft.com , you’re on the Microsoft Online Services environment. To find a contact in billing
and subscription support, you can:
Find your local Dynamics 365 (online) billing support number.
Microsoft commerce transaction platform
If you sign in to your Dynamics 365 (online) account with a user name that follows this format, email@live.com ,
you’re on the Microsoft commerce transaction platform. To find a contact in billing and subscription support, you
can submit a query to CRMAOC@microsoft.com.

What billing activities do I need to contact Dynamics 365 (online)
Billing Support to manage?
The instructions in this section apply equally to subscriptions purchased for Dynamics 365 (online), Microsoft
Social Engagement, as well as Office 365.
You can resolve many billing-related issues by yourself, but there are some requests that only billing support can
resolve. Please refer to the Billing support page if you want to do any of the following:
1. Make a change to billing frequency.
2. Make a change to payment method, that is, change from invoicing to credit card payments outside of
subscription renewal. If you want to change your payment method during subscription renewal, see the
next question for more information.
3. Reactivate an expired account.
4. Cancel a subscription or reduce the number of seats on a subscription. This can also be managed in the
Office 365 admin portal, without having to contact Support.

5. Dispute a charge or clarify a subscription discrepancy.
6. Request a service level agreement (SLA) billing credit.
7. Correct or change a Partner of Record attachment. This can also now be self-managed through the Office
365 admin portal.

When I renew my subscription, can I change my payment method?
During subscription renewal, you can move from credit card to invoice payment, but not from invoice to credit
card. Please refer to the Dynamics 365 (online) tab on the Billing support page if you wish to change from
invoice to credit card payments at subscription renewal time.

How do I purchase Dynamics 365 (online) through Volume Licensing?
If you're interested in placing an order for Dynamics 365 (online) through Volume Licensing, you can find more
information on what the best option is for you by reviewing How Volume Licensing Works. For detailed
information, see Microsoft Volume Licensing Service Center.

How do I extend my Dynamics 365 (online) trial?
You can now extend your free trial on a self-serve extension on the Admin portal for a one-time extension of 30
days. Alternatively, you can submit a service request via the portal or call the Billing Support toll free numbers.
Please note that for self-serve extensions you’re required to enter your credit card information, but your credit
card won’t be charged for trial extensions.

How do I migrate from Dynamics 365 (online) to the on-premises
version of Dynamics 365?
If your organization is considering changing from Dynamics 365 (online) to the on-premises (server-based)
version of Dynamics 365, you will need to work with Technical support.

How do I cancel my Dynamics 365 (online) subscription?
The instructions in this section apply to subscriptions made through Dynamics 365 (online) as well as through
Office 365.
You’ll need to contact billing support to cancel your subscription. To contact billing support, please refer to the
Billing support page.
Before you call, have the following information ready:
1. Billing administrator’s Microsoft account and password.
2. Organization URL and name.
3. The day that you want your subscription to Dynamics 365 (online) terminated.
You should have also made the following decisions:
1. Do you want to keep your existing data? If so, you can export it to Office Excel. For more information, see
Export Data to Excel.
2. Do you want to keep any Internet Marketing service campaigns running? If you’re not the person who
signed up for the marketing service, you must work with that person to cancel or maintain it.
In addition, you can now do a self-serve cancellation of your subscription from the Admin portal.

IMPORTANT
If you cancel today, this subscription will remain active until the end of the billing cycle.

How do I reactivate my expired Dynamics 365 (online) account?
The instructions in this section apply to subscriptions made through Dynamics 365 (online) as well as through
Office 365.
To reactivate an expired Dynamics 365 (online) account, you’ll need to contact billing and subscription support.
Please refer to the Billing support page.
If you saved your data to a Office Excel workbook before canceling your Dynamics 365 (online) account, you
should be able to import the saved data.

How do I apply for a credit due to a Dynamics 365 (online) service
outage?
The instructions in this section are common for subscriptions made through Dynamics 365 (online) as well as
through Office 365.
You may be eligible for a billing credit if your online service level falls below 99.9% availability. For complete
details, including a critical list of exclusions, see the Dynamics 365 Service Level Agreement.
Submit a claim by contacting Billing support. To contact billing support, please refer to the Contact information for
billing support page.

How do I apply for non-profit pricing?
Please refer to the Non-profit pricing page for more information on how to apply.

How to change the Bill to country/region
You need to create a new tenant and the desired bill-to-country/region and purchase the desired offer on the new
tenant. You’ll have to manually export data from the old tenant and import into the new tenant. Finally, you’ll
contact Billing Support to cancel your subscription. To contact billing support, please refer to the Billing support
page. If you require assistance with migrating the data, contact Technical support.
See also
Billing support
Find your Dynamics 365 administrator or support person

Contact information for billing support
8/24/2018 • 2 minutes to read • Edit Online

Applies to Dynamics 365 (online), version 9.x
Applies to Dynamics 365 (online), version 8.x
If you're using Dynamics 365 (online) through an Enterprise Agreement (EA) or Campus Agreement/School
Agreement (CASA) and need to contact Microsoft with a billing question, see Contact support for business
products - Admin Help.
IMPORTANT
For transition related questions, dial the number for your region and then select option 2.

Troubleshoot problems
8/24/2018 • 2 minutes to read • Edit Online

Applies to Dynamics 365 (online), version 9.x
Applies to Dynamics 365 (online), version 8.x
We're sorry you're having a problem with Dynamics 365. Use the following list of troubleshooting topics to quickly
find information to solve your issue.

Outlook and email integration
Frequently asked questions about synchronizing records between Dynamics 365 and Outlook
Troubleshooting and monitoring server-side synchronization
Best practices and things to know about server-side synchronization
Monitor email processing errors

SharePoint integration
Troubleshooting server-based authentication

Mobile
Troubleshooting and things to know about Dynamics 365 for phones and tablets

Dynamics 365 (online)
Troubleshoot sign-in problems
How do I check my online service health?
Help and additional resources for Dynamics 365 (online)
Troubleshooting: Unblock URLs required for Dynamics 365 (online)

Billing and licensing
Billing support
Billing FAQs for Dynamics 365 (online)
Volume licensing FAQ for Dynamics 365 (online) Customer Engagement

Security
Troubleshooting: User needs read-write access to the Dynamics 365 organization

Unified Service Desk
Troubleshoot Unified Service Desk

Other
Troubleshoot problems with data not displaying in a report

Requirements and supported configurations
8/24/2018 • 2 minutes to read • Edit Online

Applies to Dynamics 365 (online), version 9.x
Applies to Dynamics 365 (online), version 8.x
This section describes requirements and supported configurations for Microsoft Dynamics 365.

Microsoft Dynamics 365 (online) requirements
8/24/2018 • 2 minutes to read • Edit Online

Applies to Dynamics 365 (online), version 9.x
Applies to Dynamics 365 (online), version 8.x
Dynamics 365 (online) gives you the following options to access Dynamics 365 data:
Web browser. No need to install anything to run Dynamics 365 (online) from a computer running a
supported web browser.
Dynamics 365 App for Outlook. An Outlook add-in that provides you with a complete set of Dynamics 365
capabilities right within Office Outlook.
Dynamics 365 for phones and Dynamics 365 for tablets. Lightweight applications that let you access
Dynamics 365 data on almost any web browser running on a tablet, smartphone, or non-Windows
computer.

Web browser requirements
You use a common web browser, such as Internet Explorer, Mozilla Firefox, Google Chrome or Apple Safari to
view, add, or edit information stored in your organization’s Dynamics 365 (online) database. For more information
about the supported web browsers and hardware requirements, see Web application requirements for Microsoft
Dynamics 365.

Mobile device requirements
Users can work in Dynamics 365 (online) by using a supported browser on a mobile device, or by using Dynamics
365 for phones. For more information about the mobile experience in Dynamics 365 (online), see Set up Dynamics
365 for phones and Dynamics 365 for tablets.

Microsoft Office requirements
Dynamics 365 leverages the capabilities of on-premises versions of Microsoft Office or Office 365 and integrates
with Office Word and Office Excel. For more information about the supported versions of Microsoft Office, see
Supported versions of Office.
For full Office 365 feature integration with Dynamics 365 (online) and Dynamics 365 (on-premises), you'll need
Office 365 Enterprise E3 or later. Skype for Business PSTN calling and conferencing requires Office 365 Enterprise
E5. Other Office 365 plans are not supported. For more information on licensing and pricing, see:
Dynamics 365 pricing
Dynamics 365 Licensing Guide
See also
Get started administering Microsoft Dynamics 365 (online)
Plan for Microsoft Dynamics 365 (online) Deployment and Administration

Plan for deployment and administration
8/24/2018 • 4 minutes to read • Edit Online

Applies to Dynamics 365 (online), version 9.x
Applies to Dynamics 365 (online), version 8.x
Your Dynamics 365 (online) deployment will go more smoothly with some preliminary planning. The following
table lists some of the items to consider before you start the actual deployment process.
ITEM

DESCRIPTION

CONSIDERATIONS

Environment discovery

A detailed description of your
organization’s environment in terms of
number of users, groups or teams, and
the number and type of business units
or divisions. Identify current Dynamics
365 data that you would like to bring
into Dynamics 365 (online), and your
overall data storage requirements.
Include a business requirements
analysis that describes your
organization’s expectation or
requirements for a service level
agreement (SLA). An SLA is an
agreement between two or more
parties describing the deliverables,
support, and communication that each
party will provide to the other. Specify
your policies related to security and
privacy.

Is there enough overlap in customers
and products across business units to
be able to work in the same Dynamics
365 data? What type of security policy
does the organization already have in
place? Are there any special
requirements in this area? Is there a
plan for business growth that could
affect the number of users of Dynamics
365 (online)?

An authentication process that enables
a user to access multiple systems or
services through a single set of sign-on
credentials. For example, implementing
single sign-on for Dynamics 365
(online) in an organization’s network
environment means that after a user
signs in to the network, that user does
not have to enter credentials again
when accessing Dynamics 365 (online).
Note: For Office 365 subscribers,
Dynamics 365 (online) instance must be
in the same tenant as your Office 365
subscription. A user account in Active
Directory can only sync with one
tenant.

There are additional requirements to
implement single sign-on, therefore,
consider how important it is to your
organization.

Single sign-on

Plan for enough time to do this
discovery; information that comes out
of this exercise can affect the way you
implement the service.

More information: Manage user
account synchronization

ITEM

DESCRIPTION

CONSIDERATIONS

Integration with Office 365 applications

You can significantly enhance your
company’s online, collaborative
experience by integrating Office 365
applications with your Dynamics 365
(online) subscription. This requires a
separate purchase of an Office 365
subscription

More information: What is Office 365
and how does it relate to Dynamics 365
(online)?

You’ll have the best integration
experience if your Office 365
subscription and Dynamics 365 (online)
instance are in the same tenant.
For full Office 365 feature integration
with Dynamics 365 (online) and
Dynamics 365 (on-premises), you'll
need Office 365 Enterprise E3 or later.
Skype for Business PSTN calling and
conferencing requires Office 365
Enterprise E5. Other Office 365 plans
are not supported. For more
information on licensing and pricing,
see:- Dynamics 365 pricing
- Dynamics 365 Licensing Guide
Administrative roles in the Microsoft
Online Services environment

A number of administrative roles are
available to assign to users if you
manage your subscription in the
Microsoft Online Services environment.
Administrative roles define
administrative responsibilities related to
subscription management activities, for
example, billing administration,
password administration, and user
management administration.

Consider the available administrative
roles and the needs of your
environment to identify the roles you
want to use and the users you will
choose for each role. The global
administrator role is the highest level
role, having all the permissions to
manage any part of the subscription
process. We recommend that you
assign this role to more than one
person so that someone is always
available to manage all aspects of the
subscription. Note: Administrative roles
cover all subscription management
functions within the service. These
aren’t the same as the security roles
that you assign to users in Dynamics
365 (online), which are required and
govern access to resources in the
Dynamics 365 (online) service. See
“Security roles in Dynamics 365
(online)” in this table.

Security roles in Dynamics 365 (online)

Dynamics 365 (online) uses role-based
security. The security role assigned to a
user determines the tasks the user is
permitted to perform and the data that
the user is permitted to view.

Every user must be assigned at least
one security role to access Dynamics
365 (online). Note: Security roles aren’t
the same as administrative roles in the
Microsoft Online Services environment,
which cover subscription management
and related activities in the Office 365
admin portal. See: Administrative roles
in the Microsoft Online Services
environment in this table.

ITEM

DESCRIPTION

CONSIDERATIONS

Importing data

Dynamics 365 (online) offers a wizard
to help with importing Dynamics 365
data from other applications and
services.

If you import data from other systems,
consider the way you’ll process the data
to minimize errors. More information:
Import data (all record types)

Product updates

Some Dynamics 365 (online) releases
will include optional product updates
that you can choose to enable.

Product updates may affect existing
customizations in your Dynamics 365
(online) instance. Review the
documentation associated with each
product update before you enable it in
a production environment. Additionally,
some product updates, such as the
sales and service process forms, can’t
be removed or easily reverted to the
previous functionality. Therefore, you
should give careful consideration before
you enable a product update. More
information: Manage product updates
Tip: If you’re unsure whether you want
to enable a product update in a
Dynamics 365 (online) instance used in
production, sign up for a trial
subscription to evaluate the new
functionality. More information: Sign up
for a free trial

See also
Manage your Microsoft Dynamics 365 (online) subscription
Microsoft Dynamics 365 (online) Requirements
Grant users access to Microsoft Dynamics 365 (online) as a Microsoft Online service

Supported web browsers and mobile devices
8/24/2018 • 2 minutes to read • Edit Online

Applies to Dynamics 365 (online), version 9.x
Applies to Dynamics 365 (online), version 8.x
Users can access the Dynamics 365 Web application with the most recent versions of these popular browsers:
Internet Explorer
Microsoft Edge
Firefox
Chrome
Safari
For more detailed information about supported browsers, see Web application requirements for Dynamics 365.
For a mobile device, such as an iPad or smartphone, the following apps are available:
Dynamics 365 for iPad
Dynamics 365 for Windows 8
For more detailed information about supported phones and tablets, see Microsoft Dynamics 365 mobile and tablet
device support.
NOTE
Users who try to view Dynamics 365 on an unsupported browser may be redirected to a mobile experience.
For Dynamics 365 (online), version 9.0 and later, users are redirected to the Unified Interface experience. For more
information see Unified Interface Overview.
For versions earlier than Dynamics 365 (online), version 9.0, users are redirected to CRM for phones express. This
is a basic service that has limited functionality, and isn’t intended to serve as a substitute for the full feature set of
Dynamics 365. We recommend that users choose a supported browser or a Dynamics 365 app specific to the
device.
If you have added content to forms or dashboards in an iFrame, you might have implemented security restrictions around
certain actions in that content, such as external links. Keep in mind that in Firefox, this security restriction code will likely
be unsupported.

Known issues when you run Microsoft Dynamics 365 with certain web
browsers
This section describes the known issues when you run Dynamics 365 in a web browser.
Limited copy and paste support in Firefox and Chrome
Copy and paste functionality by using the clipboard is not yet fully supported on the Firefox and Chrome web
browsers; the Copy a Link button at the top of the page may not function as expected.
You receive an error opening an Excel worksheet when you use Safari
If you export an Office Excel worksheet as a Dynamic Worksheet while using Safari, you may receive an error

when trying to open the file. To remedy this, right-click the file, click Get Info, and, under Open With, select Excel.
See Also
Key preparation and configuration tasks Supported web browsers and mobile devices - earlier versions

Web application requirements
9/8/2018 • 4 minutes to read • Edit Online

Applies to Dynamics 365 (online), version 9.x
Applies to Dynamics 365 (online), version 8.x
This section lists the hardware and software requirements for the Dynamics 365 (on-premises) and Dynamics 365
(online) web and mobile device client applications.

Dynamics 365 web application hardware requirements
The following table lists the minimum and recommended hardware requirements for the Dynamics 365 web
application.
COMPONENT

MINIMUM

RECOMMENDED

Processor

1.9 gigahertz (GHz) x86- or x64-bit
dual core processor with SSE2
instruction set

3.3 gigahertz (GHz) or faster 64-bit
dual core processor with SSE2
instruction set

Memory

2-GB RAM

4-GB RAM or more

Display

Super VGA with a resolution of 1024 x
768

Super VGA with a resolution of 1024 x
768

Running Dynamics 365 on a computer that has less than the recommended requirements may result in
inadequate performance. Additionally, satisfactory performance may be experienced running systems that use a
different hardware configuration than those published here—for example, a system with a modern quad-core
processor, lower clock speed, and more RAM.
Network requirements
Dynamics 365 is designed to work best over networks that have the following elements:
Bandwidth greater than 50 KBps (400 kbps)
Latency under 150 ms
Notice that these values are recommendations and don’t guarantee satisfactory performance. The recommended
values are based on systems using out-of-the box forms that aren’t customized. If you significantly customize the
out-of-box forms, we recommend that you test the form response to understand bandwidth needs. More
information: Verify network capacity and throughput for Dynamics 365 clients
Network requirements when you use Dynamics 365 interactive service hub experience
The Dynamics 365 interactive service hub experience is designed to work best over networks that have the
following elements:
Bandwidth greater than 1Megabit per second (125 KBps/Kilobyte per second)
Latency under 150 ms
Notice that the suggested network requirements include the metadata download needed for first run or newly
published customizations. The Dynamics 365 interactive service hub typically requires more bandwidth when
metadata has to be downloaded. These values are recommendations and don’t guarantee satisfactory

performance. The values are based on systems using uncustomized, out-of-the box forms. If you significantly
customize the out-of-box forms, we recommend that you test the form response to understand bandwidth needs.

Supported versions of Internet Explorer and Microsoft Edge
The following table describes the Windows and Internet Explorer or Microsoft Edge versions supported for use
with the Dynamics 365 web application.
WINDOWS VERSION

INTERNET EXPLORER 10

INTERNET EXPLORER 11 3

MICROSOFT EDGE

Windows 10

Not supported 1

Supported

Supported

Windows 8.1

Not supported 1

Supported

Not supported

Windows 8

Limited support 2

Not supported 1

Not supported

Windows 7

Limited support 2

Supported

Not supported

1 This version of Windows doesn’t support the version of Internet Explorer. More information:

Internet Explorer 11

– FAQ for IT Pros
2 Supported with the classic web application. Not supported with Unified Interface apps.
3 Check requirements for individual apps, such as Customer Service Hub application requirements.
IMPORTANT
Although you may be able to use Internet Explorer 8, Internet Explorer 9, or an Internet Explorer and Windows combination
that is not supported in the previous table, those web browsers are not recommended and are not supported with this
version of Dynamics 365.
Using plug-ins or other third-party extensions in your browser can increase load times on pages with lists of data.

Supported non-Internet Explorer web browsers
The Dynamics 365 web application can run in any of the following web browsers running on the specified
operating systems:
Mozilla Firefox (latest publicly-released version) running on Windows 10, Windows 8.1, Windows 8, or
Windows 7
Google Chrome
Google Chrome (latest publicly-released version) running on Windows 10, Windows 8.1, Windows 8,
Windows 7, or Google Nexus tablet
Google Chrome (latest publicly-released version) running on Mac OS X 10.8 (Mountain Lion), 10.9
(Mavericks), or 10.10 (Yosemite)
Apple Safari (latest publicly-released version) running on Mac OS X 10.8 (Mountain Lion), 10.9 (Mavericks),
10.10 (Yosemite), or Apple iPad
To find the latest release for these web browsers, visit the software manufacturer’s website.
IMPORTANT
Using plug-ins or other third-party extensions in your browser can increase load times on pages with lists of data.
Mozilla Firefox ESR (Extended Support Release) versions aren’t supported.

Supported versions of Office
To use Dynamics 365 with Microsoft Office integration features, such as Export to Excel and Mail Merge, you must
have one of the following Microsoft Office versions on the computer that is running the Dynamics 365 web
application:
Office 365
Office 2016
Office 2013
Office 2010
For full Office 365 feature integration with Dynamics 365 (online) and Dynamics 365 (on-premises), you'll need
Office 365 Enterprise E3 or later. Skype for Business PSTN calling and conferencing requires Office 365 Enterprise
E5. Other Office 365 plans are not supported. For more information on licensing and pricing, see:
Dynamics 365 pricing
Dynamics 365 Licensing Guide

Printing reports
The Reporting ServicesMicrosoft ActiveX control is required to print reports. If you try to print a report and the
control isn’t installed, you’ll be prompted to install it. The installer package is named RSClientPrint.cab and can
found on the SQL Server Reporting Services server at :\Program files\Microsoft SQL Server\
\Reporting Services\ReportServer\bin.

Transport Layer Security (TLS) requirement
With the Dynamics 365 (online), version 9.0, web browsers and other client applications that only use Transport
Layer Security (TLS ) versions earlier than TLS 1.2 will be unable to connect to their Dynamics 365 (online)
instances and the Dynamics 365 admin center.
For more information, see these blog posts:
Updates coming to Dynamics 365 Customer Engagement connection security
TLS 1.2 support at Microsoft
See also
Supported web browsers and mobile devices

Support for devices
8/24/2018 • 2 minutes to read • Edit Online

Applies to Dynamics 365 (online), version 9.x
For information about Dynamics 365 support for mobile devices, see What's supported in the Phones and Tablets
Administrator Guide.

Manage subscriptions, licenses, and user accounts
8/24/2018 • 2 minutes to read • Edit Online

Applies to Dynamics 365 (online), version 9.x
Applies to Dynamics 365 (online), version 8.x
As a Microsoft Online Services environment administrator, you manage the Dynamics 365 (online) subscription,
including billing and payments, user licenses, accounts and registration. You do these tasks in the Office 365
admin center.
See also
Manage Microsoft Dynamics 365 (online) instances
Terminology used in the product and documentation

Reset a user's password
8/24/2018 • 2 minutes to read • Edit Online

Applies to Dynamics 365 (online), version 9.x
Applies to Dynamics 365 (online), version 8.x
If a user loses a password, you can reset it. To reset a user’s password, you must be a Microsoft Online Services
environment global administrator, user management administrator, or password administrator.
For step-by-step instructions, see Reset a User’s Password.
NOTE
The reset password is temporary. The user must change the temporary password at the next sign in. To help users meet the
requirements for creating a new password in the Microsoft Online Services environment, see Set a user's password expiration
policy.

See also
Manage subscriptions, licenses, and user accounts

Manage email notifications to admins
8/24/2018 • 2 minutes to read • Edit Online

Applies to Dynamics 365 (online), version 9.x
Applies to Dynamics 365 (online), version 8.x
The Dynamics 365 (online) service team regularly sends email notifications to the administrators in your
Dynamics 365 organization. Now, with a simple approach of mailbox rules, you have complete control over who
should receive these email communications. As an administrator, you can set up mailbox rules to automatically
redirect email communications from Dynamics 365 (online) (crmoln@microsoft.com) to additional recipients that
you choose. For example, you can add to the list of recipients:
People outside of your Dynamics 365 organization, such as your partners.
People inside and outside of your company.
All redirected emails retain the original sender context, such as Dynamics 365 (online)
(crmoln@microsoft.com).
You can automatically redirect the email notifications in Exchange Server 2010 or later versions. You can
also set up automatic email redirection in the following deployments:
Microsoft Exchange Server on-premises deployment
Office 365 – Exchange Online service
Hybrid deployment: Exchange Server on-premises and Office 365 subscription with Exchange Online
Email deployments other than Exchange
If you have been added as an additional recipient, and you want to stop receiving email notifications, please
contact your Dynamics 365 admin. If you’re not sure who your Dynamics 365 admin is, see: Find your
Dynamics 365 administrator or support person.
For more information, download the white paper: Create your Mailbox rule

Send email notifications to multiple recipients
By default, Dynamics 365 admins will receive update notifications. You can add others to receive update
notifications.
1. Sign in to https://portal.office.com.
2. On the Office 365 menu bar, click Admin centers > Dynamics 365 > Instances tab.
3. Choose an instance that has notifications you want to change.
4. Click Notifications.

5. Enter the email addresses of people to receive update notifications for the selected instance and click Save.

See also
Blog: Managing Email notifications in Microsoft Dynamics CRM Online
Blog: Identifying Your Microsoft Dynamics CRM Online Administrator(s)

Purchase and assign Dynamics 365 (online) licenses
8/24/2018 • 2 minutes to read • Edit Online

Applies to Dynamics 365 (online), version 9.x
Applies to Dynamics 365 (online), version 8.x
Dynamics 365 introduces a new licensing model with choices that extend to pricing with Dynamics 365. Get
monthly plans—with apps packaged for savings—or standalone applications. Opt for full or light use. And select
the edition that meets the needs of your large or small business, now and down the road.
TIP
Get started with the following resources:
Important information for CRM Online customers
Download: Dynamics 365 Licensing Guide
Video: How to buy Dynamics 365
Dynamics 365 Pricing
Download: Microsoft Dynamics 365 Licensing Guide

Purchase a Dynamics 365 (online) license
1. Browse to the Office 365 admin center and sign in as a global admin.
2. Click Billing > Purchase Services.

3. Select the subscription that best fits your company's Dynamics 365 needs.
4. Click Buy now and then follow the steps to purchase a new license.

Assign a license to a user
1. Browse to the Office 365 admin center and sign in as a global admin.
2. Click Users > Active users.
3. Select multiple users, and then click Edit product licenses.

4. Click Replace existing product license assignments, and then click Next.
5. Turn on the license for your Dynamics 365 plan.

6. Click Replace, and then click Close twice.
7. Review the license status on the Active users page and make other assignments as needed.

PowerApps licensing
On March 21, 2018, we introduced PowerApps integration with Dynamics 365 for Customer Engagement. See
the blogs PowerApps Spring Update and What’s new in the Dynamics 365 admin center.
Dynamics 365 and PowerApps are now based on the same platform that powers Dynamics 365. PowerApps users
appear as users in Dynamics 365 via Settings > Security > Users. What users can do and the security role
assigned to them is scoped to PowerApps and Flow applications managed by environment administrators. See
Configure environment security.
PowerApps users can be licensed in multiple ways. They can be assigned a license by a Global administrator of
PowerApps, Flow or many of the Office 365 user licenses (almost all Office 365 user license types) that include
PowerApps capabilities. PowerApps users can also be licensed via self-serve sign-up. See Manage licenses in my
org.
TIP
You can use security groups to control which licensed users can be a member of a particular instance by assigning a security
group to your Dynamics 365 (online) instances. See Control user access to instances: security groups and licenses.

See also
Important information for CRM Online customers
Manage Microsoft Dynamics 365 (online) licenses
Manage subscriptions, licenses, and user accounts
Onboard your organization and users to Dynamics 365 (online)
Business apps in Dynamics 365

Manage licenses
8/24/2018 • 2 minutes to read • Edit Online

Applies to Dynamics 365 (online), version 9.x
Applies to Dynamics 365 (online), version 8.x
When you purchase a subscription to Dynamics 365 (online), you receive a set of licenses to assign to users. Only
licensed users are allowed access to the online service. You must assign a license to every user who will use the
service.
A license conflict occurs if your organization has more users than licenses.
TIP
Get started with the following resources:
Important information for CRM Online customers
Download: Dynamics 365 Licensing Guide

Running out of Dynamics 365 (online) licenses?
If you are running out of licenses, you have several options:
Add licenses to your subscription and then assign licenses to users.
For step-by-step instructions for adding licenses to a subscription that is managed through Microsoft
Online Services, see Manage licenses.
Remove licenses from other users. This disables the user account in Dynamics 365 (online) and frees up the
license so that you can re-assign it.
For step-by-step instructions for removing a license that you manage through Microsoft Online Services,
see Manage licenses.
Remove a user account by deleting it. This disables the user account in Dynamics 365 (online) and frees up
the license so that you can re-assign it.
TIP
Delete the user accounts of people who leave your company. This frees up the licenses so that you can re-assign
them.

For step-by-step instructions about deleting a user account that you manage through Microsoft Online
Services, see Delete or restore users.
If a license conflict occurs because your credit card information has become outdated in Microsoft Online
Services, you can renew your subscription by updating the credit card information, for example, by updating
the card’s expiration date, or by adding a new credit card.
For step-by-step instructions for updating credit card information, see Update your credit card information.

IMPORTANT
Signing out of the Office 365 Admin Center doesn't sign you out of Dynamics 365 (online). You must do that separately.

To cancel your subscription to Dynamics 365 (online) for any reason, call Billing Support at the phone number
listed for your country or region here: Billing Support and Phone Numbers.
NOTE
If you don’t have access to a phone, you may submit your cancellation request as a service request. To enter the service
request, sign in to your account, and then, under Support, click or tap Service Requests. In the Problem Description
area, fill out the form for a new service request by choosing Cancel subscription.

IMPORTANT
Save your Dynamics 365 (online) data to a location where you can retrieve it later, if needed.

See also
Important information for CRM Online customers
Manage subscriptions, licenses, and user accounts
Create users and assign Microsoft Dynamics 365 (online) security roles

Manage user account synchronization
8/24/2018 • 2 minutes to read • Edit Online

Applies to Dynamics 365 (online), version 9.x
Applies to Dynamics 365 (online), version 8.x
Because Dynamics 365 (online) user identities are provisioned through Microsoft Online Services, you have
multiple options for managing user synchronization between your online and on-premises environments.

Decide on a user management approach
You can choose from three main identity models in Office 365 when you set up and manage user accounts:
1. Cloud identity. Manage your user accounts in Office 365 only. No on-premises servers are required to
manage users; it's all done in the cloud.
2. Synchronized identity. Synchronize on-premises directory objects with Office 365 and manage your
users on-premises. You can also synchronize passwords so that the users have the same password onpremises and in the cloud, but they will have to sign in again to use Office 365.
3. Federated identity. Synchronize on-premises directory objects with Office 365 and manage your users
on-premises. The users have the same password on-premises and in the cloud, and they do not have to
sign in again to use Office 365. This is often referred to as single sign-on.
It’s important to carefully consider which identity model to use to get up and running. Think about time, existing
complexity, and cost. These factors are different for every organization. Your choice is based largely on the size of
your company and the depth and breadth of your IT resources.
Review the following resources to equip you to make the right decision for your company:
Understanding Office 365 identity and Azure Active Directory
What is Azure AD Connect?
Office 365 integration with on-premises environments

Tip for admins: provide a single sign-on organization URL for your
users
If you’ve deployed synchronization with single sign-on (option 3 above), you can provide a URL to your users that
takes advantage of your company’s Active Directory and simplifies the sign-in experience.
The URL follows this pattern:
https://.crm.dynamics.com?whr=
You can get the  by looking at the URL you use to access Dynamics 365 (online).
For example, in https://contoso.crm.dynamics.com, contoso is .

IMPORTANT
The following URLs would be used for subscriptions hosted in these locations.
LATAM/SAM: https://.crm2.dynamics.com?whr=
CAN: https://.crm3.dynamics.com?whr=
EMEA: https://.crm4.dynamics.com?whr=
APAC: https://.crm5.dynamics.com?whr=
OCE: https://.crm6.dynamics.com?whr=
JPN: https://.crm7.dynamics.com?whr=
IND: https://.crm8.dynamics.com?whr=
United States of America Government: https://< yourCRMorganizationname>.crm9.dynamics.com?whr=

UK: https://.crm11.dynamics.com?whr=
DEU: https://.crm.microsoftdynamics.de?whr=

You can get the Federation Service identifier for your organization by using the following steps:
1. On the server that is running AD FS 2.0, click or tap Start > Administrative Tools > AD FS 2.0
Management.
2. In the console tree, right-click or tap AD FS 2.0, and then click or tap Edit Federation Service Properties.
3. Select the General tab.
Make note of your Federation Service identifier. For example: http://sts1.fabrikam.com/adfs/services/trust
Your URL should look like: https://contoso.crm.dynamics.com?
whr=http://sts1.fabrikam.com/adfs/services/trust
Send this URL to your Dynamics 365 (online) users and encourage them to bookmark it.

Grant users access
8/24/2018 • 5 minutes to read • Edit Online

Applies to Dynamics 365 (online), version 9.x
Applies to Dynamics 365 (online), version 8.x
To have users up and running in Dynamics 365 (online), you complete some administrative tasks in the Office
365 Admin Center—which you generally do only once—followed by administrative tasks in Dynamics 365
(online).
Dynamics 365 (online) is an online service subscription. When you signed up for this service, you received a set
of licenses with your subscription, one license for each user. You can purchase additional licenses if you need
them.
As described in step one that follows, in the Office 365 Admin Center, register your users so that they are
recognized in the Microsoft Online Services environment, assign a license to each user, and then assign
administrative roles to the users you choose to fill those roles. More information: Assigning admin roles
In Dynamics 365 (online), populate the service with your organization’s data, including users and their security
roles, business units, and any existing Dynamics 365 data that you want to import from other applications or
services. If your organization uses business units, assign users to the appropriate business unit, and then assign a
security role to each user. Dynamics 365 (online) includes predefined security roles that aggregate a set of user
permissions to simplify user security management. An organization can define additional roles or edit predefined
security roles to meet its unique security needs. For more information about security roles in Dynamics 365
(online), see Security roles and privileges.
IMPORTANT
Users can’t access Dynamics 365 (online) until they’ve been assigned at least one security role. See Step Two: Assign
security roles in Dynamics 365 (online).

Differences between the Microsoft Online services environment
administrative roles and Dynamics 365 (online) security roles
Administrative roles are available to assign to users in the Office 365 admin portal. The administrative roles cover
a set of rights and permissions related to managing the service subscription, such as adding users and assigning
licenses. The global administrator role has rights to control every aspect of the subscription and to add
subscriptions to other online services. The password administrator role has rights to reset a user’s password,
create service requests, and monitor the service.
Security roles are assigned within Dynamics 365 (online) and cover rights and permissions-related aspects, for
example, permission to update records or to publish customizations.
The roles are similar in that both types contain aggregated sets of permissions that allow access to some items
and not to others, and that allow some actions to be taken but not others. The roles are different in that the first
one applies to the management of the subscription but not to the service itself, and the second applies only within
the service.
Using roles is a powerful way to group a set of rights that are common to a job title or business unit. This way, the
administrator can grant a whole set of permissions to users simply by assigning a user or group of users to a
given role.

Step One: Provision users, and assign licenses and administrative roles
in the Office 365 admin center
Your organization’s subscription to Dynamics 365 (online) provides access to the Office 365 Admin Center
through a global administrator account. The global administrator manages every aspect of the subscription and
may add subscriptions to other Microsoft Online Services.
As the global administrator for your organization, one of your first tasks is to create users in the Office 365
Admin Center. This registers users in the system and enables users to be licensed to use services available within
the online service environment. You decide which service you want your users to have by assigning a license for
that service to a user. For instructions about creating users in the Microsoft Online Services environment, see
Create or edit users in Office 365. For instructions about assigning a license to a user, see Assign or remove
licenses, or view a list of unlicensed users.
During your planning phase, you might have identified a set of key administrative roles that you want to fill. More
information: Plan for Microsoft Dynamics 365 (online) deployment and administration. Because the
administrative roles provide coverage for administrative tasks when the global administrator is not available, it’s a
best practice to assign these roles to users, including assigning the global administrator role to a second user.
More information: Assigning admin roles and Permissions in Office 365.
The online service sends an invitation to each user
After you set up a user in the Office 365 Admin Center, that user receives an email invitation with a link and a
password for the Microsoft Online Services environment. The credentials in the invitation provide access to the
portal and to documentation. However, the users who receive these invitations can’t access Dynamics 365
(online) until you complete step two in this process.

Step Two: Assign security roles in Dynamics 365 (online)
Sign in to Dynamics 365 (online) and add business units (if your organization needs more than one business
unit), and assign security roles and business units to users. The users you registered with the online service in
step one are automatically added to Dynamics 365 (online). After you assign at least one security role to a user,
that user can click the link in the email invitation, enter credentials, and begin using Dynamics 365 (online). More
information: Assign a security role to a user.
IMPORTANT
Before you start adding information to Dynamics 365 (online), we recommend that you turn off or disable your browser’s
pop-up blocker. Pop-up blockers can block data-entry dialog boxes in Dynamics 365 (online). For more information about
browser and other settings for improved product performance, see Key preparation and configuration tasks.

You might have Dynamics 365 data located in other systems. In your planning phase, you considered how you’ll
import this data. Before you invite users into Dynamics 365 (online), ensure that you have completed the data
migration process. More information: Import data (all record types).
See also
Get started administering Microsoft Dynamics 365 (online)
Plan for Microsoft Dynamics 365 (online) deployment and administration
Manage subscriptions, licenses, and user accounts
Import data (all record types)

Restrict access with trusted IP rules
8/24/2018 • 2 minutes to read • Edit Online

Applies to Dynamics 365 (online), version 9.x
Applies to Dynamics 365 (online), version 8.x
You can limit access to Dynamics 365 (online) to users with trusted IP addresses to reduce unauthorized access.
When trusted IP address restrictions are set in a user’s profile and the user tries to log in from an untrusted IP
address, access to Dynamics 365 (online) is blocked.
Requirements
A subscription to Azure Active Directory Premium.
A federated or managed Azure Active Directory tenant.
Federated tenants require that multi-factor authentication (MFA) be enabled.

Additional security considerations
IP restriction is only enforced during user authentication. This is done by the Azure Active Directory Conditional
Access capability. Dynamics 365 (online) sets a session timeout limit to balance protecting user data and the
number of times users are prompted for their sign-in credentials. Trusted IP restriction for devices (including
laptops) is not applied until the Dynamics 365 (online) session timeout expires.
For example, a trusted IP restriction is setup to only allow access to Dynamics 365 when users are working from a
corporate office. When a Dynamics 365 user signs in into Dynamics 365 using their laptop from their office and
establishes a Dynamics 365 session, the user can continue to access Dynamics 365 after leaving the office until the
Dynamics 365 session timeout expires. This behavior also applies to mobile and offsite connections such as:
Dynamics 365 for phones and tablets, and Dynamics 365 App for Outlook.

Create security group (optional)
You can restrict access to all Users or groups of users. It's more efficient to restrict by a group if only a subset of
your Azure Active Directory (AAD ) users are accessing Dynamics 365 (online).
1. Sign in to your Azure portal.
2. Click Browse > Active Directory, and then select your Dynamics 365 (online) directory.
3. Click Groups > Add Group, and then fill in the settings to create a new group.

4. Click the group you created and add members.

Create a location based access rule
Access restriction is set using Azure Active Directory (AD ) Conditional Access. See Getting started with conditional
access to Azure AD. You control Conditional Access through an access rule.
NOTE
Setting Conditional Access is only available with an Azure Active Directory Premium license. Upgrade your Azure AD to a
Premium license in the Office 365 admin center (https://portal.office.com > Billing > Purchase services).

1. Sign in to your Azure portal.
2. Click Browse > Active Directory, and then select your Dynamics 365 (online) directory.
3. Click Applications, and then click the Dynamics 365 Online web application.

4. Click Configure.

5. Set the following on the Properties page:
a. Set Enable Access Rule to On.
b. Optional: Set Apply to to Groups.
c. Optional: Click Add Group to select a group.
d. Set Rules to Block access when not at work.

e. Click Save > OK.
f. Click Click here to define/edit your work network location.

6. Enter trusted IP addresses (using CIDR notation).

7. Click Save.
See also
How to set Azure Active Directory device-based conditional access policy for access control to Azure Active
Directory connected applications

Invite users with Azure Active Directory B2B
collaboration
8/24/2018 • 4 minutes to read • Edit Online

Applies to Dynamics 365 (online), version 9.x
Applies to Dynamics 365 (online), version 8.x
You can invite other users to access your Dynamics 365 (online) instance. The Office 365 Global admin can do this
through the Azure portal. Invited users can access your Dynamics 365 (online) instance using their own login
credentials once a Dynamics 365 license and a security role are assigned to them. You don’t need to create a new
user account and temporary password for these invited users in your own Office 365 tenant.

Requirements
To send business-to-business (B2B ) user invitations, you must have an Azure Active Directory Global admin
role.
To bulk- invite users, get the latest Azure Active DirectoryPowerShell which can be downloaded from the
PowerShell module's release page.

Incompatibilities
The following Dynamics 365 features are not supported for B2B invited users.
1. Unified Service Desk client
Invited users will not be able to use the Unified Service Desk client to log into the host tenant’s Dynamics
365.
2. Dynamics 365 App for Outlook
Invited users will not be able to use their own tenant email addresses when performing email related
transactions in the host Dynamics 365 instance. Server-side synchronization of invited users’ incoming and
outgoing emails are not supported as there can be complications, especially for invited users who are
already syncing their emails in their own Dynamics 365 tenant.
3. Invited users cannot perform email activity using their own email address. Dynamics 365 (online) only
synchronizes incoming and outgoing emails from Microsoft Exchange Online that is hosted in the same
Office 365 tenant.
4. Office 365 Groups
Office 365 Groups for Dynamics 365 connects a group to Dynamics 365 (online). Data (including new
conversations and documents) are stored in the Exchange and/or SharePoint system. Since invited users
belong to a different Office 365 tenant, the invited users do not have permission to create Office 365
Groups in the invited-to Office 365 tenant. However, they can participate in the Office 365 Groups
conversations as a guest in their Outlook Inbox, but not within Dynamics 365 (online).

Invite a user
You can add users to Dynamics 365 through Azure Active Directory B2B user collaboration. Global admins and
limited admins can use the Azure portal to invite B2B collaboration users to the directory, to any security group, or

to any application.
Admins can use one of the following methods to invite B2B users to their Dynamics 365 instance:
1. Invite users to your Dynamics 365 instance that has a security group.
See Admins adding guest users to a group.
See Control user access to instances: security groups and licenses on how to use security groups for
your Dynamics 365 instances.
2. Invite users to your Dynamics 365 instance that does not have a security group.
See Admins adding guest users to the directory.
3. Bulk-invite guest users using a .csv file.
See PowerShell example.
Your invited user will receive an email invitation to get started with B2B user collaboration.

When your user accepts the invitation by clicking on the Get Started link on the invitation email, they will
be prompted to accept the invitation.

NOTE
Until you add a license to the user account, the user will not have access to Dynamics 365 (online). Follow the steps below to
add a Dynamics 365 license through the Azure portal.

Update user’s name and usage location
To assign a Dynamics 365 (online) license, the invited user’s Usage location must be specified. Admins can
update the invited user’s profile on the Azure portal.

1. Go to Azure Active Directory > Users and groups > All users. If you don't see the newly created user,
refresh the page.
2. Click on the invited user, and then click Profile.

3. Update First name, Last name, and Usage location.

4. Click Save, and then close the Profile blade.

Assign invited users a Dynamics 365 license and security role
Assign your invited users a Dynamics 365 (online) license and security role so the user can use Dynamics 365.
1. Go to Azure Active Directory > Users and groups > All users. If you don't see the newly created user,
refresh the page.
2. Click on the invited user, and then click Licenses.

3. Click Assign.
4. Click Configure required settings.
5. Select the Dynamics 365 product to license.

6. Click Select, and then click Assign.
Next, assign the invited users with appropriate security roles for the Dynamics 365 instance so they can
access it. See Create users and assign Dynamics 365 (online) security roles.

Update invited user’s email address in the invited-to Dynamics 365
instance
If you're using a version prior to Dynamics 365, you need to update the invited user’s email address. In Dynamics
CRM, go to Settings > Security > Users. Select a user, and then update the invited user’s email address.

Approve email or enable mailbox (not supported)
Since server-side synchronization is not supported, Dynamics 365 System admins cannot approve an invited email
address or mailbox since emails cannot be synced from the invited user’s Microsoft Exchange.

Notify your invited users
To complete the user invitation, notify your invited users and provide them with the URL for the instance they are
invited to (for example, https://contoso.crm.dynamics.com).
See also

Azure AD B2B Collaboration is Generally Available!
Azure Active Directory B2B collaboration code and PowerShell samples
Azure Active Directory B2B collaboration frequently-asked questions (FAQ )
Azure Active Directory B2B Collaboration
Azure AD B2B: New updates make cross-business collab easy

Global and Service administrators can administer
without a license
8/24/2018 • 2 minutes to read • Edit Online

Applies to Dynamics 365 (online), version 9.x
Applies to Dynamics 365 (online), version 8.x
By default, all Office 365 Global administrators and Office 365 Service administrators who do not have a
Dynamics 365 (online) license are granted the following two levels of permission in Dynamics 365 (online).
System administrator security role
Administrative access mode
The system administrator security role is typically granted to Dynamics 365 administrators giving them
unrestricted access to the administrative (Settings) areas, which are used for managing and configuring features of
Dynamics 365.
Administrative access mode limits access to those areas of Dynamics 365 used to configure or customize the
system.
To give these administrators access to additional areas, such as the Sales, Marketing, and Service areas, a
Dynamics 365 (online) license must be added to the Office 365 Global administrator or Office 365 Service
administrator user account, by using the Office 365 Admin Center. Note that Administrative access mode cannot
be changed on the user form in the Dynamics 365 (online) application.

Create a Dynamics 365 administrator account
1. Sign in to the Office 365 admin center, and then choose Users > Active Users.
2. Select an existing user in the list. If you want to create a new administrative user, see Create or edit users
and Assigning admin roles.
3. Next to Product licenses, click Edit.
4. Make sure a Dynamics 365 (online) license is not assigned to this user, and then click Save.
IMPORTANT
Unlicensed Office 365 Global and Service administrators have access to the administrative areas of Dynamics 365
(online). However, if the administrator also needs access to additional areas of Dynamics 365 (online) you must select
a Dynamics 365 (online) license for the user.

5. Next to Roles, click Edit and then click either Global administrator or Customized administrator >
Service administrator. For more information about these roles, see Assigning admin roles.
6. Enter an alternate email address, and then click Save.
See also
Manage subscriptions, licenses, and user accounts

Cancel your subscription
8/24/2018 • 3 minutes to read • Edit Online

Applies to Dynamics 365 (online), version 9.x
Applies to Dynamics 365 (online), version 8.x
We are sorry that you are considering canceling your subscription with Dynamics 365. This topic contains
information you’ll need before you cancel your subscription. For additional details, see Section 4 of the Microsoft
Dynamics 365 Online Service Agreement.

Before you call
Before you call, make sure that you have the following information ready:
Billing administrator's Microsoft account and password
Organization URL and name
The day that you want your subscription to Dynamics 365 terminated
You should have also made the following decisions:
Do you want to keep your existing data?
Do you want to keep any Internet Marketing service campaigns running? If you aren’t the person who
signed up for the service, you must work with that person to cancel or maintain it.

Canceling your Dynamics 365 subscription
If you have been using Dynamics 365 for training, demonstrations, or testing and you don’t want to keep any of
your data, you can simply contact billing support with the information in Before you call. On the Billing and
subscription support page select Dynamics 365 (online). If you want to save your data, you need to also do the
following:
If you want to keep the data, you can export the data. For more information, see Export Data to Excel.
If you want to keep your Internet Marketing service campaigns running, don’t delete the activities. Search
engine ads will continue to run. After the Dynamics 365 cancellation, you can cancel or manage the
campaigns from Microsoft Ad Center.
To stop the search engine ads, delete or pause all your current Internet Marketing service campaign
activities. This will also stop the billing from Microsoft Ad Center with Dynamics 365. Sign in to Microsoft
Ad Center with your Microsoft Ad Center credentials to cancel the account.

Canceling your Dynamics 365 (online) subscription as part of your
migration to Dynamics 365 (on-premises)
If you have decided to migrate to Dynamics 365 (on-premises Edition), you first migrate your data and then cancel
your Microsoft Dynamics 365 subscription. To begin the migration process, you will need to work with one of the
following Microsoft support teams.
If you're on the Microsoft Online Services platform for Dynamics 365 (online) (most customers are), contact
Technical support.

If you're on the Microsoft Commerce Transaction Platform, contact Billing support.
Select the Dynamics 365 (online) tab on the Billing and subscription support page for help to determine
which platform you are on.
Dynamics 365 customer service will process your request, transfer your data to a secure site at the requested time,
and notify your IT department that the data is available to be downloaded.
When migration is complete, you then cancel your Microsoft Dynamics 365 subscription. More information: Billing
FAQs for Dynamics 365 (online).

Canceling only the Internet Marketing service
If you’re the billing administrator for an Internet Marketing service campaign used by a Microsoft Dynamics 365
subscription, you can cancel it even if you aren’t the billing administrator of the Dynamics 365 organization. To stop
the search engine ads, delete or pause all your current Internet Marketing service campaign activities. This will also
stop the billing from Microsoft Ad Center with Dynamics 365. Sign in to Microsoft Ad Center with your Microsoft
Ad Center credentials to cancel the account.

Changing your mind
You have 30 days to reverse the cancellation and start using Dynamics 365 again. Contact Billing and subscription
support with the same information you used to cancel your subscription. You can’t re-instate a canceled Internet
Marketing service campaign, but you can sign up again. For more information, see the Service Agreement.
See also

Use the service admin role to manage your tenant
10/19/2018 • 2 minutes to read • Edit Online

Applies to Dynamics 365 (online), version 9.x
Applies to Dynamics 365 (online), version 8.x
To help you administer Dynamics 365 (online), you can assign users to manage Dynamics 365 at the tenant level
without having to assign the more powerful Office 365 global admin privileges.
Users with the Dynamics 365 (online) service admin role can:
Sign in to and manage multiple Dynamics 365 (online) instances. If an instance uses a security group, a
service administrator would need to be added to the security group in order to manage that instance.
Perform admin functions in Dynamics 365 because they have the Dynamics 365 system admin role. The
service admin must be assigned a Dynamics 365 license.
A Dynamics 365 (online) service admin cannot do functions restricted to the Office 365 global admin such as
manage user accounts, manage subscriptions, access settings for Office 365 apps like Exchange or SharePoint.
NOTE
The Dynamics 365 (online) service admin can manage instances of version 8.1 (Dynamics CRM Online 2016 Update 1) or
later.

Here's a matrix of what's available with the various Office 365 roles.
OFFICE
365 ROLE
/
FEATURE

Office
365
global
admin

BACKUP
&
RESTORE

Yes

SANDBO
X COPY

CONFIGU
RE NEW
INSTANC
ES

MANAGE
AN
INSTANC
E

ADD
DYNAMI
CS 365
LICENSES

APPROVE
DYNAMI
CS 365
EMAILS 1

ACCESS
SUPPORT
REQUEST
S

ACCESS
SERVICE
HEALTH

ACCESS
MESSAGE
CENTER

Yes

Yes

Yes

Yes

Yes

Yes

Yes

Yes

OFFICE
365 ROLE
/
FEATURE

SANDBO
X COPY

CONFIGU
RE NEW
INSTANC
ES

MANAGE
AN
INSTANC
E

ADD
DYNAMI
CS 365
LICENSES

APPROVE
DYNAMI
CS 365
EMAILS

ACCESS
SUPPORT
REQUEST
S

ACCESS
SERVICE
HEALTH

ACCESS
MESSAGE
CENTER

n/a

n/a

n/a

n/a

n/a

n/a

n/a

Yes

Yes

Office
365
service
admin

No

No

No

No

No

No

Yes

Yes

Yes

Office
365 user

No

No

No

No

No

No

No

No

No

Dynamic
s 365
service
admin

Yes

Yes

Yes

Yes

No

Yes1

Yes

Yes

Yes

BACKUP
&
RESTORE

Exchang
e admin

1To approve emails for

Dynamics 365 (online), a Dynamics user requires the Approve Email Addresses for Users
or Queues privilege and the Office 365 global admin role or the Dynamics 365 service admin role. The
Dynamics 365 service admin User Principal Name (UPN ) must match the email address in Dynamics 365. If the
email address and the UPN are different then only an Office 365 global admin can approve the email address.
To approve emails for Dynamics 365 (on-premises), a Dynamics user requires the Approve Email Addresses for
Users or Queues privilege. A system admin can assign the Approve Email Addresses for Users or Queues
privilege to any security role and assign the security role to any user.
To manually assign the Approve Email Addresses for Users or Queues privilege to a security role:
1. In Dynamics 365, go to Settings > Security > Security Roles.
2. Select a security role, and then select the Business Management tab.
3. Under Miscellaneous Privileges, set the privilege level for Approve Email Addresses for Users or Queues.
See also
Manage Microsoft Dynamics 365 (online) instances
Manage subscriptions, licenses, and user accounts

Add a Partner of Record (POR) to your subscription
8/24/2018 • 2 minutes to read • Edit Online

Applies to Dynamics 365 (online), version 9.x
Applies to Dynamics 365 (online), version 8.x
You can choose to work with a designated Microsoft partner who can provide the sales and technical expertise you
need to help set up, customize, deploy, and administer your Dynamics 365 instances. You can find a designated
Partner of Record (POR ) on the Microsoft Partner Center site. Once you find a partner, request their Microsoft
Partner ID and designate them in the Office 365 Admin Center.

Add a partner at time of purchase
1. Browse to the Office 365 admin center and sign in using Office 365 Global administrator credentials.
2. Click Billing > Purchase Services.

3. Select a subscription, click Buy now.

4. Fill in the number of users and a promo code, if you have one, then click Next.
5. Under Account, click Add and then fill in the partner information.

Add a partner to an existing subscription
1. Browse to the Office 365 admin center and sign in using Office 365 Global administrator credentials.
2. Go to Billing > Subscriptions and select a subscription.

3. Under Active, click More actions > Add partner of record, and then fill in the partner information.

See also
Add, change, or delete a subscription advisor partner
Purchase and assign Dynamics 365 (online) licenses

For partners -- Get the credit when your customers
subscribe
8/24/2018 • 7 minutes to read • Edit Online

Applies to Dynamics 365 (online), version 9.x
Applies to Dynamics 365 (online), version 8.x
As a Dynamics 365 partner, you can help your customer sign up for a Microsoft Dynamics 365 subscription. You
can customize and set up their organization for them, and reduce their effort to get started. After signing up, you
can designate your company as the customer’s partner of record. As the partner of record, you can help to ensure
that your customer has a great trial experience and start them down the path toward success with Dynamics 365.
This document describes in detail the tasks you must complete to sign up for Dynamics 365 on behalf of your
customer. It also describes the tasks a customer must do to remove your administrative privileges from the
customer's company to ensure that they won’t be charged for your access after the trial is complete.

Sign up for a free trial subscription
Using a Microsoft account, which can be your ID or your customer’s, sign up for a free trial of Dynamics 365. The
free 30-day trial subscription includes 20 user licenses and 5 gigabytes (GB ) of storage. You can activate your
customer’s trial subscription as a paying subscription at any time during the first 30 days. If you sign up for the trial
subscription using your customer's Microsoft account, you won't need to worry about transferring ownership of
the account later on.
IMPORTANT
When signing up for the free trial, note the following:
Make sure to select the correct country/region for your customer. The country/region is important for setting up your
customer's billing.
If the customer doesn’t have a billing address in the country/region you select, their account can’t be activated later.
When you accept the terms of service, you're accepting it on behalf of your customer and representing their
agreement to our terms.

1. Go to Dynamics 365.
– OR If you received an email with the customer’s invitation, click the link.
2. Click Take the TestDrive and then fill in the information to start a TestDrive.
Soon after you complete the sign up, you’ll be notified by email that the Dynamics 365 trial subscription is
ready. You’ll also receive email messages that provide help for new organizations during the first 30 days of
their subscription. Forward these email messages to your customer.

Designate yourself as the partner of record
After completing the trial sign up, designate your company as the partner of record who is responsible for the
customer. As the partner of record, you can help Microsoft provide our partners and customers with the best

service and support. After the trial subscription becomes a paid subscription, your partner company can also claim
the Dynamics 365 Software Advisor (CSA) fee for the subscription. For information about the CSA fee program,
visit the Microsoft Partner Network site.
If your customer has already signed up for a Microsoft Dynamics 365 subscription, or prefers to sign up for the
trial subscription themselves, they can still designate your company as the partner of record.
1. Go to the Partner of Record Designation page in CustomerSource.
2. Sign in with the same Microsoft account that you used to sign up for the trial subscription.
If this Microsoft account is associated with more than one Microsoft Dynamics 365 subscription, select your
customer’s organization.
3. search for your partner company’s account, and then select Dynamics 365 as the product line from the
drop-down list.
TIP
You can search for your partner company by company name, phone number, or their 10-digit partner MBS
authorization number.

4. Select your company from the search results, and then click Associate.

Transfer ownership after completing the trial
After the trial period is complete and your customer is ready to start their subscription, there are a few steps you
need to complete in order to transfer ownership of the Dynamics 365 instance. If you signed up for the Microsoft
Dynamics 365 subscription on behalf of the customer by using a Microsoft account other than your customer’s, call
Dynamics 365 Customer Service and support to request a transfer of ownership of the subscription to your
customer and designate him or her as the billing administrator of the customer’s Dynamics 365 organization. The
billing administrator can take actions that have financial implications to the Microsoft Dynamics 365 subscription,
such as:
Upgrading to a different subscription
Upgrading to a different release
Purchasing additional licenses
Purchasing additional storage
TIP
If you used a Microsoft account that belongs to someone in your customer’s organization, or that can be transferred
to your customer, skip this task. Give the email address and its password to your customer.

To transfer the ownership of the Dynamics 365 trial subscription, you’ll need the following:
The email address of the person from your customer’s organization who will act as a system administrator
and the billing administrator for the subscription.
IMPORTANT
Each organization must have a billing administrator.

The Microsoft account that was used to sign up for the subscription.
The name of the company used to create the trial subscription.
You’ll need this name to identify your customer's company if there is more than one account registered at
the Microsoft Billing and Account Management site.
If the free trial subscription has already been activated to a paying subscription, you’ll also need the credit
card number used to pay for the subscription.
Add a system administrator
1. Sign in to Dynamics 365 using the Microsoft account that you used to sign up for the trial.
2. Follow the steps in Create users and assign Dynamics 365 Online security roles to create a user and assign
the system administrator security role. This user will also function as the billing administrator.
3. Make sure the new billing administrator has successfully signed in to your organization before transferring
ownership.
Add an account delegate
1. Go to the Microsoft Billing and Account Management site.
2. Sign in with the same Microsoft account that you used to sign up your customer for the trial subscription.
3. Under Billing account overview, select the company account where you want to add a delegate.
4. Click View or add account delegates.
5. On the Manage account delegates page:
a. Click Add an account delegate.
b. Enter the Microsoft account of the new billing administrator.
c. Click Add delegate.
Request an ownership transfer
1. Contact Dynamics 365 Customer Service and support.
2. Give the customer service representative the Microsoft account that was used to sign up for the subscription
and the account ID number.
3. Give the customer service representative the Microsoft account of the new billing administrator.
4. Ask the customer service representative to promote the new billing administrator to initial user, and primary
administrator.
IMPORTANT
Make sure that the new billing administrator has accepted the invitation to become a system administrator. The
Microsoft account that was used to sign up for the trial subscription will be demoted to an account delegate.

Remove the partner's administrative privileges
These tasks are optional. After you sign up your customer and register yourself as the partner of record, you will
have access to your customer's subscription and billing account for the subscription. The following tasks are
performed by the customer.

IMPORTANT
If you or your customer do not remove your privileges, the customer will be charged the standard monthly user fee for your
access.

If your customer wants to remove your access to the billing account for the subscription, they must complete the
following steps:
Remove partner access to the billing account
1. Go to the Microsoft Billing and Account Management site.
2. Sign in with the Microsoft account you use for the billing administrator at your company.
3. If the service name displayed under Billing account overview is not Dynamics 365, select the account
from the menu that corresponds to the Microsoft Dynamics 365 subscription.
4. Click View or add account delegates.
5. Next to the names of account delegates you want to remove, click Remove.
6. In the next window, click Yes to confirm the removal.
IMPORTANT
We strongly recommend that at least two people in the organization have access to the Billing and Account
Management site. To add someone, click Add an account delegate, and then follow the online instructions.

TIP
To verify that the information on the personal information page is correct, click Go to Account Information.

If your customer wants to disable your access to the subscription, they must complete the following steps in
Dynamics 365:
Disable partner access to the Microsoft Dynamics 365 subscription
1. Sign in to the Microsoft Dynamics 365 subscription with the Microsoft account you use for the billing
administrator at your company.
2. Follow the steps in Create users and assign Dynamics 365 Online security roles to disable the user from the
partner company.

For partners: the Delegated Administrator
9/17/2018 • 2 minutes to read • Edit Online

Applies to Dynamics 365 (online), version 9.x
Applies to Dynamics 365 (online), version 8.x
Admins for Dynamics 365 (online) can use their Office 365 global administrator role to create and edit users, reset
user passwords, manage user licenses, manage domains, and assign admin permissions to other users in their
organization, among other things. However, if admins want someone else to do these administrative tasks, they can
delegate this role to an authorized Dynamics 365 partner. When admins authorize a partner to take on this role, the
partner is referred to as a delegated admin. A delegated admin can perform routine tasks such as adding users and
resetting passwords, or more complex tasks such as adding a domain. A delegated admin can have access to
multiple tenants, which can simplify and consolidate tenant management.
You can see the new Delegated Admin user in Dynamics 365 (online) revisions 2040 or greater or in Microsoft
Dynamics CRM 2015 Update 0.2. This user won’t appear in standard provided views. You must create a custom
view to see it.
TIP
To determine your revision of Dynamics 365 (online), in the upper-right corner of your Dynamics 365 screen, choose the
Settings gear ( ) > About.
Your revision should be 2040 or above for both numbers highlighted.

To create a simple custom view to see the delegated admin user:
1. Go to Settings > Security > Users.
2. Choose Select a view ( ) and then choose Create Personal View.
3. Verify Users is selected in Look for.
4. Choose User > Contains Data, and then choose Results.

Delegated Admin will appear in the list of users.

How to get authorized as a delegated admin
Dynamics 365 partners can be authorized to be delegated admins for a company in several ways:
1. A partner can offer the customer to become a delegated admin for their account by sending a link to the
delegated admin offer. The customer will need to accept and sign in with their Office 365/Dynamics 365
(online) credentials.
2. A partner can send the customer a purchase offer link with delegated admin selected as part of the offer. The
customer will need to sign up for the offer and accept the delegated admin offer.
3. A partner can create a trial invitation link to Dynamics 365 (online) and invite the customer to the trial via a
link in email or a link on the partner’s website. The trial invitation can include delegated admin if the
prospect chooses to accept.

Related information
Review the following for more information on partners and delegated admins.
Learn how to provide technical support as a delegated admin
Learn how to do common partner tasks
Learn about the Microsoft Cloud Solution Provider (CSP ) program
See also
Introducing the new Office 365 Partner admin center
Partners: Offer delegated administration
Partners: Add or delete a delegated admin

Manage security, users, and teams
8/24/2018 • 2 minutes to read • Edit Online

Applies to Dynamics 365 (online), version 9.x
Applies to Dynamics 365 (online), version 8.x
The following section contains information about users, teams, and security in Dynamics 365.
See also
User Settings Utility

Security concepts
8/24/2018 • 5 minutes to read • Edit Online

Applies to Dynamics 365 (online), version 9.x
Applies to Dynamics 365 (online), version 8.x
You use the security model in Dynamics 365 to protect the data integrity and privacy in a Dynamics 365
organization. The security model also promotes efficient data access and collaboration. The goals of the model are
as follows:
Provide a multi-tiered licensing model for users.
Grant users access that allows only the levels of information required to do their jobs.
Categorize users and teams by security role and restrict access based on those roles.
Support data sharing so that users can be granted access to objects they do not own for a one-time
collaborative effort.
Prevent access to objects a user does not own or share.
You combine business units, role-based security, record-based security, and field-based security to define the
overall access to information that users have in your Dynamics 365 organization.

Business units
A business unit basically is a group of users. Large organizations with multiple customer bases often use multiple
business units to control data access and define security roles so that users can access records only in their own
business unit. More information: Create business units

Role-based security
You can use role-based security to group sets of privileges together into roles that describe the tasks that can be
performed by a user or team. Dynamics 365 includes a set of predefined security roles, each of which is a set of
privileges aggregated to make security management easier. The bulk of the privileges define the ability to create,
read, write, delete and share records of a specific entity type. Each privilege also defines how broadly the privilege
applies: at the user level, business unit level, the entire business unit hierarchy or across the entire organization.
For example, if you sign in as a user that is assigned the Salesperson role, you have the privileges to read, write
and share accounts for the entire organization, but you can only delete account records that you own. Also, you
have no privileges to perform system administration tasks such as install product updates, or to add users to the
system.
A user that has been assigned the Vice President of Sales role can perform a wider set of tasks (and has a greater
number of privileges) associated with viewing and modifying data and resources than can a user who has been
assigned to the Salesperson role. A user assigned the Vice President of Sales role can, for instance, read and
assign any account to anyone in the system, while a user assigned the Salesperson role cannot.
There are two roles that have very broad privileges: System Administrator and Customizer. To minimize
misconfiguration, the use of these two roles should be limited to a few people in your organization responsible for
administering and customizing Dynamics 365. Organizations can also customize existing roles and create its own
roles to meet their needs. More information: Security roles

User-based access and licensing
By default, when you create a user the user has read and write access to any data for which they have permission.
Also, by default, the user client access license (CAL ) is set to Professional. You can change either of these settings
to further restrict data and feature access.
Access mode. This setting determines the level of access for each user.
Read-Write access. By default, users have Read-Write access that allows them access to data for which they
have appropriate permission set by security roles.
Administrative access. Allows access to areas that the user has appropriate permission set by security roles
but doesn’t allow the user to view or access business data typically found in the Sales, Service, and
Marketing areas, such as accounts, contacts, leads, opportunities, campaigns, and cases. For example,
Administrative access can be used to create Dynamics 365 administrators who can have access to perform
a complete variety of administrative tasks, such as create business units, create users, set duplicate
detection, but cannot view or access any business data. Notice that users who are assigned this access
mode do not consume a CAL.
Read access. Allows access to areas for which the user has appropriate access set by security role but the
user with Read access can only view data and can’t create or change existing data. For example, a user with
the system administrator security role who has read access can view business units, users, and teams but
can’t create or modify those records.
License type. This sets the user CAL and determines what features and areas are available to the user. This
feature and area control is separate from the user’s security role setting. By default, users are created with
Professional CAL for the most feature and area access that they have permission granted.

Teams
Teams provide an easy way to share business objects and let you collaborate with other people across business
units. While a team belongs to one business unit, it can include users from other business units. You can associate
a user with more than one team. More information: Manage teams

Record-based security
You can use record-based security to control user and team rights to perform actions on individual records. This
applies to instances of entities (records) and is provided by access rights. The owner of a record can share, or
grant access to a record to another user or team. When this is done, they must choose which rights they are
granting. For example, the owner of an account record can grant read access to that account information, but not
grant write access.
Access rights apply only after privileges have taken effect. For example, if a user does not have the privileges to
view (read) account records, they will be unable to view any account, regardless of the access rights another user
might grant them to a specific account through sharing.

Hierarchy security
You can use the hierarchy security model for accessing hierarchical data. With this additional security, you gain a
more granular access to records, allowing managers to access the records of their reports for approval or do work
on reports’ behalf. More information: Hierarchy security

Field-based security
You can use field-level security to restrict access to specific high business impact fields in an entity only to

specified users or teams. Like record-based security, this applies after privileges have taken affect. For example, a
user may have privileges to read an account, but can be restricted from seeing specific fields in all accounts. More
information: Field level security

Security Modeling with Dynamics 365
For detailed information about and best practices for designing the security model in Dynamics 365, read the
Scalable Security Modeling with Microsoft Dynamics CRM white paper available from the Microsoft Download
Center.
See also
Field level security
Hierarchy security
Control data access
Create or edit a security role
Copy a security role
Manage users
Manage teams
Add teams or users to a field security profile
Manage security, users and teams

Security roles and privileges
9/13/2018 • 5 minutes to read • Edit Online

Applies to PowerApps and Dynamics 365 (online), version 9.x
Applies to Dynamics 365 (online), version 8.x
To control data access, you must set up an organizational structure that both protects sensitive data and enables
collaboration. You do this by setting up business units, security roles, and field security profiles.
TIP
Check out the following video: How to set up security roles in Dynamics 365.

Security roles
A security role defines how different users, such as salespeople, access different types of records. To control
access to data, you can modify existing security roles, create new security roles, or change which security roles are
assigned to each user. Each user can have multiple security roles.
Security role privileges are cumulative: having more than one security role gives a user every privilege available
in every role.
Each security role consists of record-level privileges and task-based privileges.
Record -level privileges define which tasks a user with access to the record can do, such as Read, Create, Delete,
Write, Assign, Share, Append, and Append To. Append means to attach another record, such as an activity or
note, to a record. Append to means to be attached to a record. More information: Record-level privileges
Task-based privileges, at the bottom of the form, give a user privileges to perform specific tasks, such as publish
articles.
The colored circles on the security role settings page define the access level for that privilege. Access levels
determine how deep or high in the organizational business unit hierarchy the user can perform the specified
privilege. The following table lists the levels of access in the app, starting with the level that gives users the most
access.

Global. This access level gives a user access to all records in
the organization, regardless of the business unit hierarchical
level that the instance or the user belongs to. Users who
have Global access automatically have Deep, Local, and Basic
access, also.
Because this access level gives access to information
throughout the organization, it should be restricted to match
the organization's data security plan. This level of access is
usually reserved for managers with authority over the
organization.
The application refers to this access level as Organization.

Deep. This access level gives a user access to records in the
user's business unit and all business units subordinate to the
user's business unit.
Users who have Deep access automatically have Local and
Basic access, also.
Because this access level gives access to information
throughout the business unit and subordinate business units,
it should be restricted to match the organization's data
security plan. This level of access is usually reserved for
managers with authority over the business units.
The application refers to this access level as Parent: Child
Business Units.
Local. This access level gives a user access to records in the
user's business unit.
Users who have Local access automatically have Basic access,
also.
Because this access level gives access to information
throughout the business unit, it should be restricted to
match the organization's data security plan. This level of
access is usually reserved for managers with authority over
the business unit.
The application refers to this access level as Business Unit.
Basic.
This access level gives a user access to records that the user
owns, objects that are shared with the user, and objects that
are shared with a team that the user is a member of.
This is the typical level of access for sales and service
representatives.
The application refers to this access level as User.
None. No access is allowed.

IMPORTANT
To ensure that users can view and access all areas of the web application, such as entity forms, the nav bar, or the
command bar, all security roles in the organization must include the Read privilege on the Web Resource entity. For
example, without read permissions, a user won’t be able to open a form that contains a web resource and will see an error
message similar to this: “Missing prvReadWebResource privilege.” More information: Create or edit a security role

Record-level privileges
PowerApps and Dynamics 365 use eight different record-level privileges that determine the level of access a user
has to a specific record or record type.
PRIVILEGE

DESCRIPTION

PRIVILEGE

DESCRIPTION

Create

Required to make a new record. The records that can be
created depends on the access level of the permission defined
in your security role.

Read

Required to open a record to view the contents. The records
that can be read depends on the access level of the
permission defined in your security role.

Write

Required to make changes to a record. The records that can
be changed depends on the access level of the permission
defined in your security role.

Delete

Required to permanently remove a record. The records that
can be deleted depends on the access level of the permission
defined in your security role.

Append

Required to associate a record with the current record. For
example, if a user has Append rights on an opportunity, the
user can add a note to an opportunity. The records that can
be appended depends on the access level of the permission
defined in your security role.

Append To

Required to associate the current record with another record.
For example, a note can be attached to an opportunity if the
user has Append To rights on the note. The records that can
be appended to depends on the access level of the
permission defined in your security role.

Assign

Required to give ownership of a record to another user. The
records that can be assigned depends on the access level of
the permission defined in your security role.

Share

Required to give access to a record to another user while
keeping your own access. The records that can be shared
depends on the access level of the permission defined in your
security role.

Overriding security roles
The owner of a record or a person who has the Share privilege on a record can share a record with other users or
teams. Sharing can add Read, Write, Delete, Append, Assign, and Share privileges for specific records.
Teams are used primarily for sharing records that team members ordinarily couldn't access. More information:
Manage security, users and teams
It’s not possible to remove access for a particular record. Any change to a security role privilege applies to all
records of that record type.
See also
Security concepts for Microsoft Dynamics 365
Manage security, users and teams
Create or edit a security role

Create or edit a security role to manage access
10/29/2018 • 10 minutes to read • Edit Online

Applies to Dynamics 365 (online), version 9.x
Applies to Dynamics 365 (online), version 8.x
You can create new security roles to accommodate changes in your business requirements or you can edit the
privileges associated with an existing security role.
If you need to back up your security role changes, or export security roles for use in a different implementation of
Dynamics 365, you can export them as part of exporting customizations. More information: Export your
customizations as a solution

Create a security role
1. Make sure that you have the System Administrator or System Customizer security role or equivalent
permissions.
Check your security role
Follow the steps in View your user profile.
Don’t have the correct permissions? Contact your system administrator.
2. Go to Settings > Security.
3. Click Security Roles.
4. On the Actions toolbar, click New.
5. Set the privileges on each tab.
To change the access level for a privilege, click the symbol until you see the symbol you want. The possible
access levels depend on whether the record type is organization-owned or user-owned.
TIP
To cycle through the access levels, you can also click the privilege column heading, or click the record type multiple
times.
There are a set of minimum privileges that are required in order for the new security role to be used - see below
Minimum Privileges for common tasks.

6. When you have finished configuring the security role, on the toolbar, click or tap Save and Close.

Create a security role by Copy Role
1. Make sure that you have the System Administrator or System Customizer security role or equivalent
permissions.
Check your security role
Follow the steps in View your user profile.
Don’t have the correct permissions? Contact your system administrator.

2. Go to Settings > Security.
3. Click Security Roles.
4. Click on the Security role you want to copy from.
5. On the Actions toolbar, click Copy Role.
6. Enter the New Role Name, and check the box for Open the new security role when copying is
complete.
7. Click the OK button.
8. When Copying Role is complete, navigate to each tab, ie Core Records, Business Management,
Customization, etc.
9. Set the privileges on each tab.
TIP
To cycle through the access levels, you can also click the privilege column heading, or click the record type multiple times.
There are a set of minimum privileges that are required in order for the new security role to be used - see below Minimum
Privileges for common tasks.

Edit a security role
Before you edit an existing security role, make sure that you understand the principles of data access. More
information: Controlling Data Access
NOTE
You can’t edit the System Administrator security role. To create a security role similar to the System Administrator security
role, copy the System Administrator security role, and make changes to the new role.

1. Make sure that you have the System Administrator or System Customizer security role or equivalent
permissions.
Check your security role
Follow the steps in View your user profile.
Don’t have the correct permissions? Contact your system administrator.
2. Go to Settings > Security.
3. Click Security Roles.
4. In the list of security roles, double-click or tap a name to open the page associated with that security role.
5. Set the privileges on each tab.
To change the access level for a privilege, click the symbol until you see the symbol you want. The possible
access levels depend on whether the record type is organization-owned or user-owned.

TIP
To cycle through the access levels, you can also click the privilege column heading, or click the record type multiple
times.
There are a set of minimum privileges that are required in order for the new security role to be used - see below
Minimum Privileges for common tasks.

6. When you have finished configuring the security role, on the toolbar, click or tap Save and Close.

Minimum privileges for common tasks
It's helpful to keep in mind the minimum privileges that are needed for some common tasks. We've created a
solution you can import that provides a security role with the required minimum privileges.
Start by downloading the solution from the Download Center: CDS for Apps minimum privilege security role.
Then, follow the directions to import the solution: Import, update, and export solutions.
When you import the solution, it creates the min prv apps use role which you can copy (see: Create a security
role by Copy Role). When Copying Role is complete, navigate to each tab - Core Records, Business Management,
Customization, etc - and set the appropriate privileges.
IMPORTANT
You should try out the solution in a development environment before importing into a production environment.

When logging in to Dynamics 365:
Assign the min prv apps use security role or a copy of this security role to your user.
To render an entity grid (that is, to view lists of records and other data), assign the following
privileges on the Core Records tab: Read privilege on the entity, Read Saved View,
Create/Read/Write User Entity UI Settings and assign the following privilege on the Business
Management tab: Read User
When logging in to Dynamics 365 for Outlook:
To render navigation for Dynamics 365 and all Dynamics 365 buttons: assign the min prv apps use
security role or a copy of this security role to your user
To render an entity grid: assign Read privilege on the entity
To render entities: assign Read privilege on the entity

Privacy notices
Licensed Dynamics 365 Online users with specific Security Roles (CEO – Business Manager, Sales Manager,
Salesperson, System Administrator, System Customizer, and Vice President of Sales) are automatically authorized
to access the service by using Dynamics 365 for phones, as well as other clients.
An administrator has full control (at the user security role or entity level) over the ability to access and the level of
authorized access associated with the phone client. Users can then access Dynamics 365 (online) by using
Dynamics 365 for phones, and Customer Data will be cached on the device running the specific client.
Based on the specific settings at the user security and entity levels, the types of Customer Data that can be
exported from Dynamics 365 (online) and cached on an end user’s device include record data, record metadata,
entity data, entity metadata, and business logic.

The Dynamics 365 for tablets and phones, and Project Finder for Project Finder for Dynamics 365 (the "App")
enables users to access their Microsoft Dynamics CRM or Dynamics 365 instance from their tablet and phone
device. In order to provide this service, the App processes and stores information, such as user's credentials and
the data the user processes in Microsoft Dynamics CRM or Dynamics 365. The App is provided for use only by
end users of Microsoft customers who are authorized users of Microsoft Dynamics CRM or Dynamics 365. The
App processes user's information on behalf of the applicable Microsoft customer, and Microsoft may disclose
information processed by the App at the direction of the organization that provides users access to Microsoft
Dynamics CRM or Dynamics 365. Microsoft does not use information users process via the App for any other
purpose.
If users use the App to connect to Microsoft Dynamics CRM (online) or Dynamics 365 (online), by installing the
App, users consent to transmission of their organization's assigned ID and assigned end user ID, and device ID to
Microsoft for purposes of enabling connections across multiple devices, or improving Microsoft Dynamics CRM
(online), Dynamics 365 (online) or the App.
Location data. If users request and enable location-based services or features in the App, the App may collect
and use precise data about their location. Precise location data can be Global Position System (GPS ) data, as well
as data identifying nearby cell towers and Wi-Fi hotspots. The App may send location data to Microsoft Dynamics
CRM or Dynamics 365. The App may send the location data to Bing Maps and other third party mapping services,
such as Google Maps and Apple Maps, a user designated in the user's phone to process the user's location data
within the App. Users may disable location-based services or features or disable the App's access to user's
location by turning off the location service or turning off the App's access to the location service. Users' use of
Bing Maps is governed by the Bing Maps End User Terms of Use available at https://go.microsoft.com/?
linkid=9710837 and the Bing Maps Privacy Statement available at https://go.microsoft.com/fwlink/?
LinkID=248686. Users' use of third party mapping services, and any information users provide to them, is
governed by their service specific end user terms and privacy statements. Users should carefully review these
other end user terms and privacy statements.
The App may include links to other Microsoft services and third party services whose privacy and security
practices may differ from those of Microsoft Dynamics CRM or Dynamics 365. IF USERS SUBMIT DATA TO
OTHER MICROSOFT SERVICES OR THIRD PARTY SERVICES, SUCH DATA IS GOVERNED BY THEIR
RESPECTIVE PRIVACY STATEMENTS. For the avoidance of doubt, data shared outside of Microsoft Dynamics
CRM or Dynamics 365 is not covered by users' Microsoft Dynamicss CRM or Dynamics 365 agreement(s) or the
applicable Microsoft Dynamics Trust Center. Microsoft encourages users to review these other privacy statements.
Licensed Dynamics 365 Online users with specific Security Roles (CEO – Business Manager, Sales Manager,
Salesperson, System Administrator, System Customizer, and Vice President of Sales) are automatically authorized
to access the service by using Dynamics 365 for tablets, as well as other clients.
An administrator has full control (at the user security role or entity level) over the ability to access and the level of
authorized access associated with the tablet client. Users can then access Dynamics 365 (online) by using
Dynamics 365 for tablets, and Customer Data will be cached on the device running the specific client.
Based on the specific settings at the user security and entity levels, the types of Customer Data that can be
exported from Dynamics 365 (online) and cached on an end user’s device include record data, record metadata,
entity data, entity metadata, and business logic.
If you use Microsoft Dynamics 365 for Outlook, when you go offline, a copy of the data you are working on is
created and stored on your local computer. The data is transferred from Dynamics 365 (online) to your computer
by using a secure connection, and a link is maintained between the local copy and Dynamics 365 Online. The next
time you sign in to Dynamics 365 (online), the local data will be synchronized with Dynamics 365 (online).
An administrator determines whether or not an organization’s users are permitted to go offline with Microsoft
Dynamics 365 for Outlook by using security roles.
Users and administrators can configure which entities are downloaded via Offline Sync by using the Sync Filters

setting in the Options dialog box. Alternatively, users and Administrators can configure which fields are
downloaded (and uploaded) by using Advanced Options in the Sync Filters dialog box.
If you use Dynamics 365 (online), when you use the Sync to Outlook feature, the Dynamics 365 data you are
syncing is “exported” to Outlook. A link is maintained between the information in Outlook and the information in
Dynamics 365 (online) to ensure that the information remains current between the two. Outlook Sync downloads
only the relevant Dynamics 365 record IDs to use when a user attempts to track and set regarding an Outlook
item. The company data is not stored on the device.
An administrator determines whether your organization’s users are permitted to sync Dynamics 365 data to
Outlook by using security roles.
If you use Microsoft Dynamics 365 (online), exporting data to a static worksheet creates a local copy of the
exported data and stores it on your computer. The data is transferred from Dynamics 365 (online) to your
computer by using a secure connection, and no connection is maintained between this local copy and Dynamics
365 (online).
When you export to a dynamic worksheet or PivotTable, a link is maintained between the Excel worksheet and
Dynamics 365 (online). Every time a dynamic worksheet or PivotTable is refreshed, you’ll be authenticated with
Dynamics 365 (online) using your credentials. You’ll be able to see the data that you have permissions to view.
An administrator determines whether or not an organization’s users are permitted to export data to Excel by using
security roles.
When Dynamics 365 (online) users print Dynamics 365 data, they are effectively “exporting” that data from the
security boundary provided by Dynamics 365 (online) to a less secure environment, in this case, to a piece of
paper.
An administrator has full control (at the user security role or entity level) over the data that can be extracted.
However, after the data has been extracted it is no longer protected by the security boundary provided by
Dynamics 365 (online) and is instead controlled directly by the customer.
See also
Security concepts for Dynamics 365
Manage security, users and teams
Copy a security role

Save time creating a security role by copying one
8/24/2018 • 2 minutes to read • Edit Online

Applies to Dynamics 365 (online), version 9.x
Applies to Dynamics 365 (online), version 8.x
If you want to create a security role that is similar to another security role, you can copy an existing security role
and save it with a new name. You can then modify the privileges and access levels to accommodate the new
security role.
NOTE
You can’t copy a security role to a different business unit.
Security role privileges are subject to change with updates and the copied security role could become out-of-date. You
should periodically check security role privileges. See Create an administrative user and prevent elevation of security role
privilege for an alternative method to assign security role privileges that will change dynamically.

1. Make sure that you have the System Administrator or System Customizer security role or equivalent
permissions.
Check your security role
Follow the steps in View your user profile.
Don’t have the correct permissions? Contact your system administrator.
2. Go to Settings > Security.
3. Click Security Roles.
4. In the list of security roles, under Name, click or tap to select the security role you want to copy, and then
on the Actions toolbar, click or tap More Actions > Copy Role.
5. In the Copy Security Role dialog box, in the New Role Name text box, type in the name for the new
security role.
6. To modify the new security role after creating a copy, verify that the Open the new security role when
copying is complete check box is selected; otherwise, clear the check box.
7. Click OK.
See also
Security concepts for Microsoft Dynamics 365
Security roles
Field level security Prevent elevation of security role privilege

Create an administrative user and prevent elevation
of security role privilege
8/24/2018 • 2 minutes to read • Edit Online

Applies to Dynamics 365 (online), version 9.x
Applies to Dynamics 365 (online), version 8.x
Dynamics 365 (on-premises)
The copy security role method is a quick and easy way to create a new security role based on an existing set of
privileges. However, security role privileges can change with product updates which could render the new security
role out-of-date and might not function as expected. This is especially true in the case where you want to allow a
certain group of administrative users to assign security roles to your users. We recommend you not copy the
System Administrator security role and assign it to users, since this would allow the users to elevate the assigned
user to System Administrators. In addition, newer privileges from product updates will not be automatically added
to the copied System Administrator security role resulting in the role having insufficient privileges to continue to
assign security roles.
The following steps describe a method to create a new custom security role with privileges that will change
dynamically with updates and therefore can continue to be used for security role assignments.
Create a new custom security role that only has access to "Security Role"
1. Make sure that you have the System Administrator permissions.
Check your security role
Follow the steps in View your user profile.
Don’t have the correct permissions? Contact your system administrator.
2. Go to Settings > Security > Security Roles, and then choose New.
3. Enter a role name, and then select the Business Management tab.
4. Scroll down to the Entity list and set the Security Role entity privileges as follows:
PRIVILEGE

SETTING

Create

Business Unit

Read

Organization

Write

Business Unit

Delete

Business Unit

Append

Business Unit

Append To

Business Unit

Assign

Business Unit

5. Choose Save and Close.
Assign the new security role to an administrative user
1. Go to Settings > Security > Users.
2. Select an administrative user and then choose Manage Roles.
3. Select the new security role.
4. Select all the security roles that the administrative user can assign to other users.
5. Choose OK.
NOTE
Dynamics 365 is designed to prevent any elevation of security role privileges. Therefore, the administrative user cannot
assign System Administrator, System Customizer, or any security roles that have a higher privilege.

See also
Global and Service administrators can administer without a license

Assign security roles to a form to more finely control
access
8/24/2018 • 2 minutes to read • Edit Online

Applies to Dynamics 365 (online), version 9.x
Applies to Dynamics 365 (online), version 8.x
Control form and field access by assigning different security roles to different forms you create.
More information: Security concepts for Microsoft Dynamics 365
1. Make sure you have the System Administrator security role or equivalent permissions in Microsoft
Dynamics 365.
Check your security role
Follow the steps in View your user profile.
Don’t have the correct permissions? Contact your system administrator.
2. Go to Settings > Customizations.
3. Choose Customize the System.
4. Enable security roles.
a. Under Components, expand Entities, and then expand the entity you want.
b. Choose Forms. In the list, choose a form to edit it if it has a form type of Main.
c. On the Home tab, in the Form group, choose Enable Security Roles.
5. Assign security roles.
a. In the Assign Security Roles dialog box, select the security roles to which this form will be available.
b. To make this the fallback form, select the Enabled for fallback check box.
At least one form per entity must be a fallback form (the form that is displayed to a user when no
other form is available for that user's security role).
c. Choose OK.
6. Preview the main form.
a. On the Home tab, choose Preview, and then select Create Form, Update Form, or Read-Only
Form.
b. To close the Preview form, on the File menu, choose Close.
7. When you’re ready to save your data, choose Save and Close.
8. Publish your customization.
To publish just the edited component, choose Save > Publish on the Home tab.
To publish all unpublished components at one time, choose Publish All Customizations.

NOTE
Installing a solution or publishing customizations can interfere with normal system operation. We recommend that you
schedule a solution import when it’s least disruptive to users.

View your user profile
8/24/2018 • 2 minutes to read • Edit Online

Applies to Dynamics 365 (online), version 9.x
Your user profile displays useful information about you to your entire organization; for example, your
contact information, your organization, and your security role. Depending on your security role, you may be
able to make changes to your user profile.
1. Go to Options.
In Dynamics 365, in the upper-right corner of the screen, choose the Settings button

> Options.

2. Scroll down to the very bottom of the Set Personal Options dialog box, and then choose View
your user information.
3. To check your security role, on the nav bar, choose the down arrow
choose Security Roles.

next to your name, and then

4. To view other profile information, such as Work Hours, Connections, and Services, on the nav bar,
choose the down arrow next to your name.
See also
Set personal options

Security enhancements: User session and access
management
10/19/2018 • 5 minutes to read • Edit Online

Applies to Dynamics 365 (online), version 9.x
Applies to Dynamics 365 (online), version 8.x
New for Customer Engagement in Dynamics 365 (online), version 9.0, you can use new security enhancements to
better secure the Dynamics 365 (online) application.
IMPORTANT
These security enhancements are also available for:
Microsoft Dynamics CRM 2016 (on-premises, version 8.2)
The feature is available by contacting support.
Microsoft Dynamics CRM 2016 (on-premises, version 8.1)
The feature is available by contacting support.
Microsoft Dynamics CRM 2015 (on-premises)
The feature is available by contacting support.
For more information on these versions, see Security enhancements: User session and access management

TIP
Check out the following video: Security Enhancements: User session management.

User session timeout
By default, Dynamics 365 (online) sets a user session timeout of 24 hours. A user is not required to log in with
their credentials for up to 24 hours regardless of whether the user was active or inactive.
You can change this behavior.
To enforce users to re-authenticate after a pre-determined period of time, admins can set a session timeout for
their individual Dynamics 365 (online) instances. Users can only remain signed in the application for the
duration of session. The application signs out the user when the session expires. Users need to sign-in with
their credentials to return to Dynamics 365 (online).
NOTE
User session timeout is not enforced in the following:
1. Dynamics 365 for Outlook
2. Dynamics 365 for phones and Dynamics 365 for tablets
3. Unified Service Desk client using WPF browser (Internet Explorer is supported)
4. Live Assist (Chat)

Configure session timeout
1. In Dynamics 365 (online), choose Settings > Administration > System Settings > General tab.
2. Under Set session timeout, set the values to apply to all your users.
NOTE
Default values are:
Maximum Session Length: 1440 minutes
Minimum Session Length: 60 minutes
How long before session expires before showing timeout warning: 20 minutes

Inactivity timeout
By default, Dynamics 365 (online) does not enforce an inactivity session timeout. A user can remain logged in the
application until the session timeout expires. You can change this behavior.
To enforce users to automatically signed out after a pre-determined period of inactivity, admins can set an
inactivity timeout period for each of their Dynamics 365 (online) instances. The application signs out the user
when the inactivity session expires.
NOTE
Inactivity session timeout is not enforced in the following:
1. Dynamics 365 for Outlook
2. Dynamics 365 for phones and Dynamics 365 for tablets
3. Unified Service Desk client using WPF browser (Internet Explorer is supported)
4. Live Assist (Chat)

To enforce the inactivity session timeout for Web Resources, Web Resources need to include the
ClientGlobalContext.js.aspx file in their solution.
The Dynamics 365 (online) portal has its own settings to manage its session timeout and inactivity session timeout
independent of these system settings.

Configure inactivity timeout
1. In Dynamics 365 (online), choose Settings > Administration > System Settings > General tab.
2. Under Set inactivity timeout, set the values to apply to all your users.
NOTE
Default values are:
Minimum Duration of Inactivity: 5 minutes
Maximum Duration of Inactivity: less than Maximum Session length or 1440 minutes

Access management
Dynamics 365 (online) uses Azure Active Directory as the identity provider. To secure the user’s access to
Dynamics 365 (online), the following were implemented:

To enforce users to re-authenticate, users are required to sign in with their credentials after they signed out
within the application.
To prevent users from sharing credentials to access Dynamics 365 (online), the user access token is validated to
ensure that the user who was given access by the identity provider is the same user who is accessing Dynamics
365 (online).

Steps for enabling security enhancements for Dynamics 365 (onpremises) deployments
These security enhancements are shipped disabled by default. Administrators can enable these enhancements
when using one of the supported Dynamics 365 (on-premises) builds listed below.
NOTE
This applies to customers with the following versions of Dynamics 365:
Microsoft Dynamics CRM 2016 (on-premises, version 8.2)
The feature is included in this update.
Microsoft Dynamics CRM 2016 (on-premises, version 8.1)
The feature is available by contacting support.
Microsoft Dynamics CRM 2015 (on-premises)
The feature is available by contacting support.
Requirement These security enhancement features require claims-based authentication for user authentication. You can
configure claims-based authentication in one of two ways:
With an Internet-facing deployment (IFD). See Configure IFD for Microsoft Dynamics 365.
With claims-based authentication alone if Microsoft Dynamics 365 is deployed in the same domain where all Microsoft
Dynamics 365 users are located, or users are in a trusted domain. See Configure claims-based authentication.

To obtain SDK sample code (for reference, not required to configure and enable session timeout):
1. Access your Dynamics 365 server using your administrator account.
2. Open a browser session and download the Dynamics 365 Software Development Kit (SDK).
3. Select and run MicrosoftDynamics365SDK.exe. This will extract the download and create an SDK folder on
your Dynamics 365 server.
4. Open a PowerShell command prompt.
5. Navigate to the downloaded SDK folder.
6. Open the SampleCode\PS folder.
After updating to a supported on-premises version, follow the steps below to enable security enhancements.
User session timeout
System admins can now force users to re-authenticate after a set period. You can set an active session timeout for
each of your Dynamics 365 instances. Users can only remain signed in to the application for the duration of the
session. Once the session expires, they’ll need to sign in again with their credentials. System admins can also
require sign in for users after a period of inactivity. You can set an inactivity timeout for each of your instances. The
helps prevent unauthorized access by a malicious user from an unattended device.
Enable user session timeout
1. Enable session timeout:

SetAdvancedSettings.ps1 -ConfigurationEntityName ServerSettings -SettingName AllowCustomSessionDuration
-SettingValue true

2. Enable inactivity timeout:
SetAdvancedSettings.ps1 -ConfigurationEntityName ServerSettings -SettingName
AllowCustomInactivityDuration -SettingValue true

Access token management
To better protect user access and data privacy in Dynamics 365, when a user signs out in the web client and needs
to return to the application, they will need to enter their credentials again in all open browser sessions. Dynamics
365 ensures that the sign-in token was originally generated for the current browser and computer.
Enable access token management
To enable for all organizations by default, copy and run this command in PowerShell:
SetAdvancedSettings.ps1 -ConfigurationEntityName ServerSettings -SettingName WSFedNonceCookieEnabled SettingValue true

Sample:

-OR To enable for a single organization, copy and run this command in PowerShell:
SetAdvancedSettings.ps1 -ConfigurationEntityName Organization -SettingName WSFedNonceCookieEnabled SettingValue true -Id 

To get [Your organization ID GUID ], open PowerShell, and run the following:
Add-PSSnapin Microsoft.Crm.PowerShell
Get-CrmOrganization

Sample:

For more information, see Get-CrmOrganization for details.

Field level security to control access
8/24/2018 • 4 minutes to read • Edit Online

Applies to Dynamics 365 (online), version 9.x
Applies to Dynamics 365 (online), version 8.x
Record-level permissions are granted at the entity level, but you may have certain fields associated with an entity
that contain data that is more sensitive than the other fields. For these situations, you use field level security to
control access to specific fields.
The scope of field level security is organization-wide and applies to all data access requests including the
following:
Data access requests from within a client application, such as web browser, mobile client, or Microsoft
Dynamics 365 for Outlook.
Web service calls using the Dynamics 365 Customer Engagement Web Services (for use in plug-ins,
custom workflow activities, and custom code)
Reporting (using Filtered Views)

Overview of field level security
Field level security is available for the default fields on most out-of-box entities, custom fields, and custom fields
on custom entities. Field level security is managed by the security profiles. To implement field level security, a
system administrator performs the following tasks.
1. Enable field security on one or more fields for a given entity.
2. Associate one more existing security profiles, or create one or more new security profiles to grant the
appropriate access to specific users or teams.
A security profile determines the following:
Permissions to the secure fields
Users and Teams
A security profile can be configured to grant user or team members the following permissions at the field
level:
Read. Read-only access to the field’s data.
Create. Users or teams in this profile can add data to this field when creating a record.
Update. Users or teams in this profile can update the field’s data after it has been created.
A combination of these three permissions can be configured to determine the user privileges for a specific data
field.
IMPORTANT
Unless one or more security profiles are assigned to a security enabled field, only Dynamics 365 users with the system
administrator security role will have access to the field.

Example for restricting the mobile phone field for the Contact entity
Imagine you company’s policy is that sales members should have different levels of access to contact mobile
phone numbers as described here.
USER OR TEAM

ACCESS

Vice presidents

Full. Can create, update, and view mobile phone numbers for
contacts.

Sales Managers

Read-only. Can only view mobile phone numbers for contacts.

Salespersons and all other Dynamics 365 users

None. Cannot create, update or view mobile phone numbers
for contacts.

To restrict this field, you would perform the following tasks.
Secure the field.
1. Go to Settings > Customizations.
2. Click Customize the System.
3. Click Entities > Contact > Fields.
4. Click mobilephone, click Edit.
5. Next to Field Security, click Enable, click Save and Close.
6. Publish the customization.
Configure the security profiles.
1. Create the field security profile for sales managers.
a. Go to Settings > Security.
b. Click Field Security Profiles.
c. Click New, enter a name, such as Sales Manager access contact mobile phone, and click Save.
d. Click Users, click Add, select the users that you want to grant read access to the mobile phone
number on the contact form, and then click Add.
TIP
Instead of adding each user, create one or more teams that include all users that you want to grant read
access.

e. Click Field Permissions, click mobilephone, click Edit, select Yes next to Allow Read, and then
click OK.
2. Create the field security profiles for vice presidents.
a. Click New, enter a name, such as VP access contact mobile phone, and click Save.
b. Click Users, click Add, select the users that you want to grant full access to the mobile phone
number on the contact form, and then click Add.
c. Click Field Permissions, click mobilephone, click Edit, select Yes next to Allow Read, Allow

Update, and Allow Create, and then click OK.
3. Click Save and Close.
Any Dynamics 365 users not defined in the previously created field security profiles will not have access to the
mobile phone field on contact forms or views. The field value displays ********, indicating that the field is
secured.

Which fields can be secured?
Every field in the system contains a setting for whether field security is allowed. You can view this in the
Customizations area of the web application.
There are thousands of attributes that can be secured, so there are two easier ways to look for this information. To
view the entity metadata for your organization, install the Metadata Browser solution described in Browse the
Metadata for Your Organization. You can also view the metadata for an uncustomized organization in the Office
Excel file called EntityMetadata.xlsx included in the top-level folder of the SDK. Download the Microsoft Dynamics
365 SDK

Best practices when you use field security
When you use calculated fields that include a field that is secured, data may be displayed in the calculated field to
users that don’t have permission to the secured field. In this situation, both the original field and the calculated
field should be secured.
Some data, such as addresses, are actually made up of multiple fields. Therefore, to completely secure data that
includes multiple fields, such as addresses, you must secure and configure the appropriate field security profiles
on multiple fields for the entity. For example, to completely secure addresses for an entity, secure all relevant
address fields, such as address_line1, address_line2, address_line3, address1_city, address1_composite, and so on.
See also
Video: Field Level Security in Microsoft Dynamics CRM 2015
Create a field security profile
Add or remove security from a field
Hierarchy security

Set up security permissions for a field
8/24/2018 • 2 minutes to read • Edit Online

Applies to Dynamics 365 (online), version 9.x
Applies to Dynamics 365 (online), version 8.x
You can restrict access to a field by creating a field security profile. After you create the profile, you assign users
and or teams to that profile, and set up specific read, create, or write permissions for the field.
More information: Security concepts for Dynamics 365
1. Make sure you have the System Administrator security role or equivalent permissions in Microsoft
Dynamics 365.
Check your security role
Follow the steps in View your user profile.
Don’t have the correct permissions? Contact your system administrator.
2. Go to Settings > Security.
3. Click Field Security Profiles, and then on the command bar, click New.
4. Enter a name and a description (optional) and click Save.
5. Under Common, click Field permissions.
6. Select a field, and then click Edit.
7. Select the permissions that you want to assign to users or teams, and then click OK.
8. To add users or teams:
a. Under Members, click Teams or Users.
b. On the command bar, click Add.
c. In the Look Up Records dialog box, select a team or user from the list (or search for a team or user),
and then click Select.
d. Repeat the preceding steps to add multiple teams or users, and then click Add.
See also
Enable or disable security for a field

Enable or disable security for a field to control access
8/24/2018 • 2 minutes to read • Edit Online

Applies to Dynamics 365 (online), version 9.x
Applies to Dynamics 365 (online), version 8.x
Field-level security lets you set which fields users can see or edit. For example, if want to prevent users from
accidentally changing an account name, you can restrict them from editing that field. In Dynamics CRM 2013, you
could only set field-level security for custom fields, but in Dynamics CRM 2015 or later, you can also set field-level
security for default fields. More information: Field-level security
To set which users and teams have read or write access to fields, see Set up security permissions for a field.
NOTE
You can’t change the permissions on a field that you don’t have permission to access.

1. Go to Settings > Customizations.
2. Click Customize the System.
3. Under Components, expand Entities, expand the entity that has the field you want to secure, and then
click Fields.
4. In the list of fields, double-click the field you want to secure.
5. In the Field window, on the General tab, to the right of Field Security, specify whether to Enable or
Disable security for the field.
6. Click Save or Save and Close.
7. When your customizations are complete, publish them:
To publish customizations for only the entity that you are currently editing, in the navigation pane,
select the entity, and then click Publish.
To publish customizations for all unpublished entities at one time, in the navigation pane, click
Entities, and then on the command toolbar, click Publish All Customizations.
See also
Field level security
Set up security permissions for a field

Hierarchy security to control access
9/27/2018 • 9 minutes to read • Edit Online

Applies to Dynamics 365 (online), version 9.x
Applies to Dynamics 365 (online), version 8.x
The hierarchy security model is an extension to the existing Dynamics 365 security models that use business units,
security roles, sharing, and teams. It can be used in conjunction with all other existing security models. The
hierarchy security offers a more granular access to records for an organization and helps to bring the maintenance
costs down. For example, in complex scenarios, you can start with creating several business units and then add the
hierarchy security. This will achieve a more granular access to data with far less maintenance costs that a large
number of business units may require.

Manager hierarchy and Position hierarchy security models
Two security models can be used for hierarchies, the Manager hierarchy and the Position hierarchy. With the
Manager hierarchy, a manager must be within the same business unit as the report, or in the parent business unit
of the report’s business unit, to have access to the report’s data. The Position hierarchy allows data access across
business units. If you are a financial organization, you may prefer the Manager hierarchy model, to prevent
managers’ accessing data outside of their business units. However, if you are a part of a customer service
organization and want the managers to access service cases handled in different business units, the Position
hierarchy may work better for you.
NOTE
While the hierarchy security model provides a certain level of access to data, additional access can be obtained by using
other forms of security, such as security roles.

Manager hierarchy
The Manager hierarchy security model is based on the management chain or direct reporting structure, where the
manager’s and the report’s relationship is established by using the Manager field on the system user entity. With
this security model, the managers are able to access the data that their reports have access to. They are able to
perform work on behalf of their direct reports or access information that needs approval.
NOTE
With the Manager hierarchy security model, a manager has access to the records owned by the user or by the team that a
user is a member of, and to the records that are directly shared with the user or the team that a user is a member of.
In addition to the Manager hierarchy security model, a manager must have at least the user level Read privilege on an entity,
to see the reports’ data. For example, if a manager doesn’t have the Read access to the Case entity, the manager won’t be
able to see the cases that their reports have access to.

For a non-direct report, a manager has the Read-only access to the report’s data. For a direct report, the manager
has the Read, Write, Update, Append, AppendTo access to the report’s data. To illustrate the Manager hierarchy
security model, let’s take a look at the diagram below. The CEO can read or update the VP of Sales data and the
VP of Service data. However, the CEO can only read the Sales Manager data and the Service Manager data, as
well as the Sales and Support data. You can further limit the amount of data accessible by a manager with
“Depth”. Depth is used to limit how many levels deep a manager has Read-only access to the data of their reports.
For example, if the depth is set to 2, the CEO can see the data of the VP of Sales, VP of Service and Sales and

Service Managers. However, the CEO doesn’t see the Sales data or the Support data.

It is important to note that if a direct report has deeper security access to an entity than their manager, the
manager may not able to see all the records that the direct report has access to. The following example illustrates
this point.
A single business unit has three users: User 1, User 2 and User 3.
User 2 is a direct report of User 1.
User 1 and User 3 have User level read access on the Account entity. This access level gives users access to
records they own, the records that are shared with the user, and records that are shared with the team the
user is a member of.
User 2 has Business Unit read access on the Account entity. This allows User 2 to view all of the accounts
for the business unit, including all of the accounts owned by User 1 and User 3.
User 1, as a direct manager of User 2, has access to the accounts owned by or shared with User 2, and any
accounts that are shared with or owned by a team that User 2 is a member of. However, User 1 doesn’t
have access to the accounts of User 3, even though his direct report may have access to User 3 accounts.
Position hierarchy
The Position hierarchy is not based on the direct reporting structure, like the Manager hierarchy. A user doesn’t
have to be an actual manager of another user to access user’s data. As an administrator, you will define various job
positions in the organization and arrange them in the Position hierarchy. Then, you add users to any given
position, or, as we also say, “tag” a user with a particular position. A user can be tagged only with one position in a
given hierarchy, however, a position can be used for multiple users. Users at the higher positions in the hierarchy
have access to the data of the users at the lower positions, in the direct ancestor path. The direct higher positions
have Read, Write, Update, Append, AppendTo access to the lower positions’ data in the direct ancestor path. The
non-direct higher positions, have Read-only access to the lower positions’ data in the direct ancestor path.
To illustrate the concept of the direct ancestor path, let’s look at the diagram below. The Sales Manager position
has access to the Sales data, however, it doesn’t have access to the Support data, which is in the different ancestor
path. The same is true for the Service Manager position. It doesn’t have access to the Sales data, which is in the
Sales path. Like in the Manager hierarchy, you can limit the amount of data accessible by higher positions with
“Depth”. The depth will limit how many levels deep a higher position has a Read-only access, to the data of the
lower positions in the direct ancestor path. For example, if the depth is set to 3, the CEO position can see the data
all the way down from the VP of Sales and VP of Service positions, to the Sales and Support positions.

NOTE
With the Position hierarchy security, a user at a higher position has access to the records owned by a lower position user or
by the team that a user is a member of, and to the records that are directly shared to the user or the team that a user is a
member of.
In addition to the Position hierarchy security model, the users at a higher level must have at least the user level Read
privilege on an entity to see the records that the users at the lower positions have access to. For example, if a user at a
higher level doesn’t have the Read access to the Case entity, that user won’t be able to see the cases that the users at a
lower positions have access to.

Set up hierarchy security
To set up the security hierarchy, you must have an Administrator security role.
The hierarchy security is disabled by default. To enable:
1. Go to Settings > Security.
2. Choose Hierarchy security and select Enable Hierarchy Modeling.
IMPORTANT
To make any changes in Hierarchy security, you must have the Change Hierarchy Security Settings privilege.

After you have enabled the hierarchy modeling, choose the specific model by selecting the Manager Hierarchy
or Custom Position Hierarchy. All system entities are enabled for hierarchy security out-of-the-box, but, you can
exclude selective entities from the hierarchy. The Hierarchy Security window shown below:

Set the Depth to a desired value to limit how many levels deep a manager has a Read-only access to the data of
their reports. For example, if the depth equals to 2, a manager can only access his accounts and the accounts of the
reports two levels deep. In our example, if you log in into Dynamics 365 not as an Administrator, who can see all
accounts, but, as the VP of Sales, you’ll only be able to see the active accounts of the users shown in the red
rectangle, as illustrated below:

NOTE
While, the hierarchy security grants the VP of Sales access to the records in the red rectangle, additional access can be
available based on the security role that the VP of Sales has.

Set up Manager and Position hierarchies
The Manager hierarchy is easily created by using the manager relationship on the system user record. You use the
Manager (ParentsystemuserID ) lookup field to specify the manager of the user. If you have already created the
Position hierarchy, you can also tag the user with a particular position in the Position hierarchy. In the following
example, the sales person reports to the sales manager in the Manager hierarchy and also has the Sales position
in the Position hierarchy:

To add a user to a particular position in the Position hierarchy, use the lookup field called Position on the user
record’s form, as show below:
IMPORTANT
To add a user to a position or change the user’s position, you must have the Assign position for a user privilege.

To change the position on the user record’s form, on the nav bar, choose More (…) and choose a different position,
as shown below:

To create a Position hierarchy:
1. Go to Settings > Security.
2. Choose Positions.
For each position, provide the name of the position, the parent of the position, and the description. Add
users to this position by using the lookup field called Users in this position. Below is the example of
Position hierarchy with the active positions.

The example of the enabled users with their corresponding positions is shown below:

Performance considerations
To boost the performance, we recommend:
Keep the effective hierarchy security to 50 users or less under a manager/position. Your hierarchy may have
more than 50 users under a manager/position, but you can use the Depth setting to reduce the number of
levels for Read-only access and with this limit the effective number of users under a manager/position to
50 users or less.
Use hierarchy security models in conjunction with other existing security models for more complex
scenarios. Avoid creating a large number of business units, instead, create fewer business units and add
hierarchy security.
See also
Security concepts for Microsoft Dynamics 365
Query and visualize hierarchical data
Video: Hierarchical Security Modelling in Microsoft Dynamics CRM 2015
Video: Hierarchy Visualization in Microsoft Dynamics CRM 2015

Create users in Dynamics 365 (online) and assign
security roles
10/11/2018 • 13 minutes to read • Edit Online

Applies to Dynamics 365 (online), version 9.x
Applies to Dynamics 365 (online), version 8.x
You use the Office 365 Admin Center to create user accounts for every user who needs access to Dynamics 365
(online). The user account registers the user with Microsoft Online Services environment. In addition to
registration with the online service, the user account must be assigned a license in order for the user to have
access to the service. Note that when you assign a user the global administrator or the service administrator role
in the Microsoft Online Services environment, it automatically assigns the user the System Administrator
security role in Dynamics 365. More information: Differences between the Microsoft Online services
environment administrative roles and Dynamics 365 (online) security roles

Create a user account
When you create a user account in the Office 365 Admin Center, the system generates a user ID and temporary
password for the user. You have the option to let the service send an email message to the user as clear text.
Although the password is temporary, you may consider copying the information to send to the user through a
more secure channel, such as from an email service that can digitally encrypt the contents. For step-by-step
instructions for creating a Microsoft Online Services user account, see Create or edit users in Office 365.
Check out the following video: Add People to Dynamics 365.
NOTE
When you create a user and assign a license in the Office 365 Admin Center, the user is also created in Dynamics 365
(online). The synchronization process between the Office 365 Admin Center and Dynamics 365 (online) can take a few
minutes to complete.
By entering a user ID and password, a user can access the Office 365 Admin Center to view information about the service.
However, the user will not have access to Dynamics 365 (online) until you assign at least one Dynamics 365 (online)
security role to this user.

TIP
To force an immediate synchronization between the Office 365 Admin Center and Dynamics 365 (online), do the following:
Sign out of Dynamics 365 (online) and the Office 365 Admin Center.
Close all open browsers used for Dynamics 365 (online) and the Office 365 Admin Center.
Sign back in to Dynamics 365 (online) and the Office 365 Admin Center.

User profile information
Some user profile information is maintained and managed in the Office 365 Admin Center. After you create or
update a user, these user profile fields are automatically updated and synchronized in your Dynamics 365
(online) instances.
The following table shows the fields that are managed in the Users section of the Office 365 Admin Center.

DYNAMICS 365 USER FORM

OFFICE 365 / AZURE ACTIVE DIRECTORY USER

User Name

Username

Full Name

First name + Last name

Title

Job title

Primary Email*

Email

Main Phone

Office phone

Mobile Phone

Mobile phone

Fax

Fax number

Address

Street address

Address

City

Address

State or province

Address

Country or region

*To prevent data loss, the Primary Email field does not automatically update and synchronize with Dynamics 365
(online).
The following are Office 365 user contact fields.

Add a license to a user account
You can license the user when you create the user account, or you can license the user later. You must assign a
license to every user account that you want to access the online service.
For step-by-step instructions, see Assign, reassign, or remove licenses.

IMPORTANT
Licensed users must be assigned at least one Dynamics 365 security role to access Dynamics 365 (online).

About user licenses
Dynamics 365 (online) uses user licenses to provide access to your organization. You need one user
license per person with an active user record who logs into your organization.
When you add a new person, the New user account form displays the number of user licenses available.
If you reach your limit, the On button is no longer available. You can add additional licenses by choosing
Billing > Purchase Services from the left-side menu in the Office 365 Admin Center.
An unaccepted invitation requires a user license until the invitation expires two weeks after it was issued.
If you have more user licenses than you are using, contact support to reduce the number of licenses. You
cannot reduce the number of licenses to less than you are currently using or less than your offer allows.
Any changes are reflected in your next billing cycle.
Each user license requires a unique Microsoft account, and every user who logs on to Dynamics 365
needs a license. Most Dynamics 365 subscriptions include a specific number of user licenses.

Assign a security role to a user
Security roles control a user’s access to data through a set of access levels and permissions. The combination of
access levels and permissions that are included in a specific security role sets limits on the user’s view of data
and on the user’s interactions with that data.
Dynamics 365 (online) provides a default set of security roles. If necessary for your organization, you can create
new security roles by editing one of the default security roles and then saving it under a new name.
You can assign more than one security role to a user. The effect of multiple security roles is cumulative, which
means that the user has the permissions associated with all security roles assigned to the user.
Security roles are associated with business units. If you have created business units, only those security roles
associated with the business unit are available for the users in the business unit. You can use this feature to limit
data access to only data owned by the business unit.
For more information about the difference between Microsoft Online Services administrator roles and Dynamics
365 (online) security roles, see Grant users access to Microsoft Dynamics 365 (online) as a Microsoft Online
service.
IMPORTANT
You must assign at least one security role to every Dynamics 365 (online) user. The service does not allow access to users
who do not have at least one security role. Even if a user is a member of a team with its own security privileges, the user
won’t be able to see some data and may experience other problems when trying to use the system.

In Dynamics 365 (online):
1. Click Settings > Security > Users.
2. In the list, select the user or users that you want to assign a security role to.
3. Click Manage Roles.
Only the security roles available for that user's business unit are displayed.

4. In the Manage User Roles dialog box, select the security role or roles you want for the user or users, and
then click OK.

(Optional) Assign an administrator role
You can share Microsoft Online Services environment administration tasks among several people by assigning
Microsoft Online Services environment administrator roles to users you select to fill each role. You might decide
to assign the global administrator role to a second person in your organization for times when you are not
available.
There are five Microsoft Online Services environment administrator roles with varying levels of permissions. For
example, the password reset administrator role can reset user passwords only; the user management
administrator role can reset user passwords as well as add, edit, or delete user accounts; and the global
administrator role can add online service subscriptions for the organization and can manage all aspects of
subscriptions. For detailed information about Microsoft Online Services administrator roles, see Assigning
Admin Roles.
NOTE
Microsoft Online Services environment administrator roles are valid only for managing aspects of the online service
subscription. These roles don’t affect permissions within the Dynamics 365 (online) service.

Enable or disable users
To enable a user, assign a license to the user and add a user to the security group that is associated with an
instance of Dynamics 365 (online). If you enable a user that was disabled, you must send a new invitation for the
user to access the system.
To disable a user, remove a license from the user or remove the user from the security group that is associated
with an instance of Dynamics 365 (online). Removing a user from the security group doesn’t remove the user’s
license. If you want to make the license available to another user, you have to remove the license from the
disabled user.
NOTE
Removing all security roles from the user prevents the user from signing into and accessing Dynamics 365 (online).
However, it doesn’t remove the license from the user and the user remains in the list of the enabled users in Dynamics 365
(online). Removing security roles from a user isn’t a recommended method of removing access to Dynamics 365 (online).

You must be a member of an appropriate administrator role to do these tasks. More information: Assigning
Admin Roles
Enable a user by assigning a license to the user and adding a user to the security group
1. Browse to the Office 365 admin center and sign in.
2. Click Users > Active users and select the user.
3. Under Product licenses, click Edit.
4. Turn on a Dynamics 365 (online) license, and then click Save > Close.
5. In the Office 365 Admin Center, click Groups > Groups.
6. Choose the security group that is associated with your Dynamics 365 (online) organization.
7. Under Members, click Edit, and then Add members. Select from the list of users with Office 365

licenses or use Search to find users.
8. Select the users to add to the security group, and then click Save > Close multiple times.
To add multiple users, see: bulk add users to Office365 groups.
Disable a user by removing a license from the user
1. In the Office 365 Admin Center, click Users > Active Users and select a user.
2. In the right-side menu, under Product licenses, click Edit.
3. Turn off the Dynamics 365 (online) license, and then click Save > Close multiple times.
Disable a user by removing the user from the security group that is associated with an instance of Dynamics
365 (online )
1. In the Office 365 Admin Center, click Groups > Groups.
2. Choose the security group that is associated with your Dynamics 365 (online) organization.
3. In the right-side menu, under Members, click Edit.
4. Click Remove members, and then the select users to remove from the security group.
5. Click Save > Close multiple times.
NOTE
You can also delete users in the Office 365 Admin Center. When you remove a user from your subscription, the license
assigned to that user automatically becomes available to be assigned to a different user. If you want the user to still have
access to other applications you manage through Office 365, for example Microsoft Exchange Online or SharePoint, don't
delete them as a user. Instead, simply remove the Dynamics 365 license you've assigned to them.

NOTE
When you sign out of the Office 365 Admin Center, you aren’t signing out of Dynamics 365. You have to do that
separately.

TIP
To force an immediate synchronization between the Office 365 Admin Center and Dynamics 365 (online), do the following:
Sign out of Dynamics 365 (online) and the Office 365 Admin Center.
Close all open browsers used for Dynamics 365 (online) and the Office 365 Admin Center.
Sign back in to Dynamics 365 (online) and the Office 365 Admin Center.

Create an Administrative user account
An Administrative user is a user who has access to the Settings and Administration features but has no access to
any of the customer engagement functionality. It is used to allow customers to assign administrative users to
perform day-to-day maintenance functions (create user accounts, manage security roles, etc). Since the
administrative user does not have access to customer data and any of the customer engagement functionalities,
it does not require a Dynamics 365 (online) license (after setup).
You need to have the System Administrator security role or equivalent permissions in Dynamics 365 to create an
administrative user. First, you’ll create a user account in Office 365 and then in Dynamics 365 (online), select the
Administrative access mode for the account.

NOTE
See Create an administrative user and prevent elevation of security role privilege for an example of how an Administrative
user account can be used.

1. Create a user account in the Office 365 Admin Center.
Be sure to assign a Dynamics 365 (online) license to the account. You'll remove the license (step 6) once
you've assigned the Administrative Access Mode.
2. Go to Dynamics 365 (online).
3. Go to Settings > Security.
4. Choose Users > Enabled Users, and then click a user’s full name.
5. In the user form, scroll down under Administration to the Client Access License (CAL ) Information
section and select Administrative for Access Mode.
You then need to remove the Dynamics 365 (online) license from the account.
6. Go to the Office 365 Admin Center.
7. Click Users > Active Users.
8. Choose the Administrative user account and under Product licenses, click Edit.
9. Turn off the Dynamics 365 (online) license, and then click Save > Close multiple times.

Create a non-interactive user account
The non-interactive user is not a ‘user’ in the typical sense – it is not a person but an access mode that is created
with a user account. It is used for programmatic access to and from Dynamics 365 between applications. A noninteractive user account lets these applications or tools, such as a Dynamics 365 to ERP connector, authenticate
and access Dynamics 365 (online), without requiring a Dynamics 365 (online) license. For each instance of
Dynamics 365 (online), you can create up to five non-interactive user accounts.
You need to have the System Administrator security role or equivalent permissions in Dynamics 365 to create a
non-interactive user. First, you’ll create a user account in Office 365 and then in Dynamics 365 (online), select the
non-interactive access mode for the account.
1. Create a user account in the Office 365 Admin Center.
Be sure to assign a Dynamics 365 (online) license to the account.
2. Go to Dynamics 365 (online).
3. Go to Settings > Security.
4. Choose Users > Enabled Users, and then click a user’s full name.
5. In the user form, scroll down under Administration to the Client Access License (CAL ) Information
section and select Non-interactive for Access Mode.
You then need to remove the Dynamics 365 (online) license from the account.
6. Go to the Office 365 Admin Center.
7. Click Users > Active Users.
8. Choose the non-interactive user account and under Product licenses, click Edit.

9. Turn off the Dynamics 365 (online) license, and then click Save > Close multiple times.
10. Go back to Dynamics 365 (online) and confirm that the non-interactive user account Access Mode is still
set for Non-interactive.

Create an application user
Introduced in December 2016 Update for Dynamics 365 (online), you can use server-to-server (S2S )
authentication to securely and seamlessly communicate with December 2016 update for Dynamics 365 (online)
with your web applications and services. S2S authentication is the common way that apps registered on
Microsoft AppSource use to access the Dynamics 365 data of their subscribers. All operations performed by
your application or service using S2S will be performed as the application user you provide rather than as the
user who is accessing your application.
All application users are created with a non-interactive user account, however they are not counted towards the
five non-interactive user accounts limit. In addition, there is no limit on how many application users you can
create in an instance.
You will need to create a custom security role and an application user to associate with your registered app. For
more information, see Build web applications using Server-to-Server (S2S ) authentication.

How stub users are created
A stub user is a user record that has been created as a placeholder. For example, records have been imported
that refer to this user but the user does not exist in Dynamics 365 (online). This user cannot log in, cannot be
enabled, and cannot be synchronized to Office 365. This type of user can only be created through data import.
A default security role is automatically assigned to these imported users. The Salesperson security role is
assigned in a Dynamics 365 Customer Engagement instance and the Common Data Service User security role
is assigned in a PowerApps environment.
See also
Manage subscriptions, licenses, and user accounts
Assigning Admin Roles
Add users to Office 365 for business
Security roles and privileges
Manage Microsoft Dynamics 365 (online) licenses

Manage teams
9/27/2018 • 6 minutes to read • Edit Online

Applies to Dynamics 365 (online), version 9.x
Applies to Dynamics 365 (online), version 8.x
Using teams in Dynamics 365 is optional. However, teams provide an easy way to share business objects and let
you collaborate with other people across business units. While a team belongs to one business unit, it can include
users from other business units. You can associate a user with more than one team.
You can use two types of teams:
An owner team owns records and has security roles assigned to the team. The team’s privileges are defined
by these security roles. In addition to privileges provided by the team, team members have the privileges
defined by their individual security roles and by the roles from other teams in which they are members. A
team has full access rights on the records that the team owns.
An access team doesn’t own records and doesn’t have security roles assigned to the team. The team
members have privileges defined by their individual security roles and by roles from the teams in which
they are members. The records are shared with an access team and the team is granted access rights on the
records, such as Read, Write, or Append.

Owner team or access team?
Choosing the type of the team may depend on the goals, nature of the project, and even the size of your
organization. There are a few guidelines that you can use when choosing the team type.
When to use owner teams
Your organization’s policies require the ability for records to be owned by entities other than users, such as
the team entity.
The number of teams is known at the design time of your Dynamics 365 system.
Daily reporting on progress by owning teams is required.
When to use access teams
The teams are dynamically formed and dissolved. This typically happens if the clear criteria for defining the
teams, such as established territory, product, or volume are not provided.
The number of teams is not known at the design time of your Dynamics 365 system.
The team members require different access rights on the records. You can share a record with several
access teams, each team providing different access rights on the record. For example, one team is granted
the Read access right on the account and another team, the Read, Write, and Share access rights on the
same account.
A unique set of users requires access to a single record without having an ownership of the record.

About owner teams
An owner team can own one or more records. To make a team an owner of the record, you must assign a record
to the team.
While teams provide access to a group of users, you must still associate individual users with security roles that

grant the privileges they need to create, update, or delete user-owned records. These privileges can't be applied by
assigning security roles to a team and then adding the user to that team.
If an owner team doesn’t own records and doesn’t have security roles assigned to the team, it can be converted to
an access team. It is a one-way conversion. You can’t convert the access team back to the owner team. During
conversion, all queues and mailboxes associated with the team are deleted. When you create a team in the Web
application, you have to choose the team type Owner.
More information: Assign a record to a user or team

Create a team
1. Make sure that you have the System Administrator, System Customizer, Sales Manager, Vice President of
Sales, Vice President of Marketing, or CEO -Business Manager security role or equivalent permissions.
Check your security role
Follow the steps in View your user profile.
Don’t have the correct permissions? Contact your system administrator.
2. Go to Settings > Security.
(In Microsoft Dynamics 365 for Outlook, go to Settings > System > Security.)
3. Click Teams.
4. On the Actions toolbar, click the New button, complete the required fields, and then click Save.
If you don’t select the business unit to which the team will belong, by default, the root business unit is
selected. The root business unit is the first business unit created for an organization.

Edit a team
1. Make sure that you have the System Administrator, System Customizer, Sales Manager, Vice President of
Sales, Vice President of Marketing, or CEO -Business Manager security role or equivalent permissions.
Check your security role
Follow the steps in View your user profile.
Don’t have the correct permissions? Contact your system administrator.
2. Go to Settings > Security.
(In Dynamics 365 for Outlook, go to Settings > System > Security.)
3. Click Teams.
4. In the Teams dropdown list, select All Teams or another appropriate view.
5. In the grid, select the team you want to edit.
6. On the Actions toolbar, click Edit, change the desired fields, and then click Save.

About access teams and team templates
You can create an access team manually by choosing the team type Access, or let the system create and manage
an access team for you. When you create an access team, you can share multiple records with the team.
A system-managed access team is created for a specific record, other records can’t be shared with this team. You

have to provide a team template that the system uses to create a team. In this template, you define the entity type
and the access rights on the record that are granted to the team members when the team is created.
A team template is displayed on all record forms for the specified entity as a list. When you add the first user to
the list, the actual access team for this record is created. You can add and remove members in the team by using
this list. The team template applies to the records of the specified entity type and the related entities, according to
the cascading rules. To give team members different access on the record, you can provide several team templates,
each template specifying different access rights. For example, you can create a team template for the Account
entity with the Read access right, which allows the team members to view the specified account. For another team
that requires more access to the same account, you can create a team template with Read, Write, Share and other
access rights. To be added to the team, a minimum access level a user must have on the entity specified in the
template is Basic (User) Read.
Because of the parental relationship between the team template and system-managed access teams, when you
delete a template, all teams associated with the template are deleted according to the cascading rules. If you
change access rights for the team template, the changes are applied only to the new auto-created (systemmanaged) access teams. The existing teams are not affected.
NOTE
A user must have sufficient privileges to join an access team. For example, if the access team has the Delete access right on
an account, the user must have the Delete privilege on the Account entity to join the team. If you’re trying to add a user
with insufficient privileges, you’ll see this error message: “You can’t add the user to the access team because the user doesn’t
have sufficient privileges on the entity.”

For the step-by-step instructions on how to create a team template and add it the entity form, see the article in the
Create a team template and add to an entity form

Maximum settings for system-managed access teams
The maximum number of team templates that you can create for an entity is specified in the
MaxAutoCreatedAccessTeamsPerEntity deployment setting. The default value is 2. The maximum number of entities
that you can enable for auto-created access teams is specified in the MaxEntitiesEnabledForAutoCreatedAccessTeams
deployment setting. The default value is 5. You can use the Set-CrmSetting Windows PowerShell command to
update this value.
See also
Manage security, users and teams
Create a team template and add to an entity form
About team templates
Print leads, quotes, and other records
Add teams or users to a field security profile
About team templates
Download: Access Teams in Microsoft Dynamics CRM
Download: Scalable security modeling with Microsoft Dynamics CRM
Entity relationship behavior

About collaborating with team templates
8/24/2018 • 2 minutes to read • Edit Online

Applies to Dynamics 365 (online), version 9.x
Applies to Dynamics 365 (online), version 8.x
Using teams in Dynamics 365 is optional, however, teams give you an easy way to share information and
collaborate with users across business units. A team is a group of users. As a group, you will be able to track
information about the records and perform assigned tasks in much more efficient and coordinated way. While a
team belongs to only one business unit, it can include users from other business units. A user can be associated
with more than one team.
There are two types of teams that you can work with: owner and access.
An owner team owns records and has security roles assigned to the team. The team’s privileges are defined
by these security roles. In addition to privileges provided by the team’s security roles, users have the
privileges defined by their individual security roles and by the roles from other teams in which they are
members. A team has full access rights on the records that the team owns.
An access team doesn’t own records and doesn’t have security roles assigned to the team. The users have
privileges defined by their individual security roles and by the roles from other teams in which they are
members. The records are shared with an access team and the team members are granted access rights on
the records, such as Read, Write, or Append.
An access team can be created manually (user-created) or automatically (system-managed). You can share
multiple records with a user-created access team. A system-managed team is created for a specific record and
other records can’t be shared with this team. For system-managed teams, you have to provide a team template
that the system uses to create a team. In this template, you define the entity type and the access rights on the
record that are granted to the team members when the team is created. A team template is displayed on all record
forms for the specified entity as a list. When you add the first user to the list, the actual access team for this record
is created. You can add and remove members in the team using this list. The team template applies to the records
of the specified entity type and the related entities, according to the cascading rules. To give team members
different access on the record, you can provide several team templates, each template specifying different access
rights. For example, you can create a team template for the account entity with the Read access right, which allows
the team members to view the specified account. For another team that requires more access to the same account,
you can create a team template with Read, Write, Share and other access rights.
Only entities that are enabled for system-managed access teams can be specified in the template.
If you change access rights in the team template, the changes are only applied to new system-managed access
teams. The existing teams aren’t affected.
For information about how to create a team template, enable an entity for system-managed access teams and how
to customize the entity form to add the team template, see Create a team template and add to an entity form.
See also
Create a team template and add to an entity form
Manage teams
Access teams in Microsoft Dynamics CRM

Create a team template to control access rights for
automatically created teams
8/24/2018 • 2 minutes to read • Edit Online

Applies to Dynamics 365 (online), version 9.x
Applies to Dynamics 365 (online), version 8.x
A team template can be used for the entities that are enabled for automatically created access teams. In the team
template, you have to specify the entity type and the access rights on the entity record. For example, you can
create a team template for an account entity and specify the Read, Write, and Share access rights on the account
record that the team members are granted when the team is automatically created. After you create a team
template, you have to customize the entity main form to include the new team template. After you publish
customizations, the access team template is added in all record forms for the specified entity in a form of a list. For
example, you created a team template called “Sales team” for the account entity. On all account record forms
you’ll see the list called “Sales team”. You can add or remove team members using this list.

Enable an entity for access teams
1. Make sure you have the System Administrator security role or equivalent permissions in Microsoft
Dynamics 365.
2. Go to Settings > Customizations.
3. In the Customization window, choose Customize the System.
4. In the navigation pane, expand Entities, and then choose the entity you want to use in the team template.
5. On the Entity Definition form, in the Communication & Collaboration section, select the Access
Teams checkbox.
6. On the Actions toolbar, choose Save.

Create a team template
1. Go to Settings > Security.
2. Choose Access Team Templates.
3. On the Actions toolbar, choose New, complete the required fields, and then choose Save.

Add a team template to the entity form
1. Make sure you have the System Administrator security role or equivalent permissions in Microsoft
Dynamics 365.
2. Go to Settings > Customizations.
3. In the Customization window, choose Customize the System.
4. In the navigation pane, expand Entities, expand the entity you want to use in the team template, and then
choose Forms.
5. In System Forms, select Active Forms > Main form.

6. On the Main form, open the Insert tab.
7. On the ribbon, choose Sub-Grid.
The Set Properties dialog box appears.
8. In Set Properties, complete the required fields, and then select the Display label on the Form check box.
9. In the Records drop-down list, select All Record Types.
10. In the Entity drop-down list, select Users.
11. In the Default View drop-down list, select Associated Record Team Members.
12. In the Team Template drop-down list, select the desired template and choose Set.
The team template you selected now appears on the Main form.
13. On the Actions toolbar, click or tap Save, and then choose Publish.
See also
Manage teams
About team templates

Add teams or users to a field security profile to
control access
9/27/2018 • 2 minutes to read • Edit Online

Applies to Dynamics 365 (online), version 9.x
Applies to Dynamics 365 (online), version 8.x
Role-based security controls access to a specific entity type, record-based security controls access to individual
records, and field-level security controls access to specific fields. You can use a field security profile to manage the
permission of users and teams to read, create, or write in secured fields. For example, the System Administrator
field security profile gives full access to all secured fields in Dynamics 365.
1. Go to Settings > Security.
2. Choose Field Security Profiles.
3. Choose the profile name that you want to add teams or users to.
4. Under Related, choose Teams or Users.
5. On the Actions toolbar, choose Add.
6. Select a team or user from the list. You can search for a team or user first.
7. Choose Add.
8. Close the field security profile record.
See also
Control data access
Security concepts for Microsoft Dynamics 365
Manage security, users and teams
Synchronize user information between Microsoft Dynamics 365 and Active Directory

Synchronize user information with Active Directory
8/24/2018 • 2 minutes to read • Edit Online

Applies to Dynamics 365 (on-premises)
Dynamics 365 supports two methods for authenticating users:
Integrated Windows Authentication
Claims-based authentication
By default, customers who purchase Dynamics 365 and deploy it on-premises use Windows Authentication. These
customers also can set up claims-based authentication for Internet-facing deployments (IFDs) of the product.
With integrated Windows Authentication, each user record in Dynamics 365 must be associated with a user
account in Active Directory to enable log on to Dynamics 365. When the user records are associated, Dynamics
365 automatically reads and stores other information about the user record (including the first and last name, the
email address, and the globally unique identifier, or GUID ) from the Active Directory directory service.
However, changes to the Active Directory information associated with a specific user can create discrepancies with
the information maintained in Dynamics 365, thereby preventing the user from accessing Dynamics 365.
Specifically, if value of the User SamAccountName logon attribute in Active Directory changes for a user, the
corresponding user information in Dynamics 365 won’t match and the user won’t be able log on.
To ensure that the user can successfully log on to Dynamics 365, you must update the information in the Dynamics
365 user record so that it matches the detail in Active Directory.
Before you start, be sure to record the value of the User SamAccountName logon attribute for the affected user
before updating the corresponding user record in Dynamics 365.
NOTE
For information about synchronizing Dynamics 365 (online) with Active Directory, see the blog post How to Synchronize
CRM Online with your Active Directory.

1. Go to Settings > Security.
2. Choose Users.
3. In the list of users, choose to select the user record you want to update, and then choose Edit.
4. In the User Name text box, type an Active Directory user name that isn’t used by any Dynamics 365 user
record.
IMPORTANT
If you specify a user name that already exists in Active Directory, Dynamics 365 will try to map the user to the
updated user in Active Directory, and when it locates an existing record with the same GUID, the mapping will fail.

If all the user accounts in Active Directory are used by Dynamics 365 user records, create a temporary
Active Directory user account.
5. Save the user record, and then in the User Name text box, type in the User SamAccountName logon

value that appears for the user Active Directory, which you recorded prior to starting this procedure.
6. Choose Save and Close.
See also
Manage security, users and teams
Add or remove territory members

Add or remove territory members
9/27/2018 • 2 minutes to read • Edit Online

Applies to Dynamics 365 (online), version 9.x
Applies to Dynamics 365 (online), version 8.x
To accommodate changes in sales territories or the representatives that are assigned to each territory, you can add
or remove territory members in Dynamics 365.
1. Go to Settings > Business Management.
2. Choose Sales Territories.
3. In the list of territories, under Territory Name, double-click or tap the entry for the territory you want to
add people to or remove people from.
4. In the Navigation Pane, expand Common if necessary, and then choose Members.
5. Follow the steps for the task you’re performing:
Add people to a sales territory
a. On the ribbon, choose Add Members, view the text in the Message from webpage dialog box, and
then choose OK to close the dialog box.
b. In the Look Up Records dialog box, in the Search text box, type in the name or a part of the name of
the user you want to add to the sales territory, and then choose the Start search icon .
c. In the list of records, select the people you want to add to the sales territory, and then tap or click
Add.
Remove people from a sales territory
a. In the list of members, select the people you want to remove from the sales territory, and then on the
ribbon, choose Remove Members.
b. In the Remove Members dialog box, choose Remove.
NOTE
When you remove someone from a sales territory, the updated list of members isn’t displayed until you
refresh the page.

See also
Manage users
Manage security, users and teams

Troubleshooting: User needs read-write access
8/24/2018 • 2 minutes to read • Edit Online

Applies to Dynamics 365 (online), version 9.x
Applies to Dynamics 365 (online), version 8.x
You don’t have sufficient permissions to access Dynamics 365. A Dynamics 365 system administrator will need to
do the following in the Dynamics 365 application:
1. Go to Settings > Security.
2. Choose Users.
3. Open the user record.
4. Choose More Commands ( ) > Manage Roles.
5. Make note of the role assigned to the user. If appropriate, select a different security role. Close the Manage
User Roles dialog box.
6. Choose Security > Security Roles.
7. Choose the security role from step 4.
8. Choose Core Records.
9. Confirm that the Read permission for User Entity UI Settings is set to the User level (a yellow circle with
a wedge-shaped segment).
If the security role is missing this permission, the system administrator will need to change this setting by
clicking or tapping on it.

NOTE
If you have multiple security roles assigned, confirm that at least one assigned role has the User Entity UI Settings privilege
set to the User level.

See also
Manage security, users and teams

Manage instances
8/24/2018 • 2 minutes to read • Edit Online

Applies to Dynamics 365 (online), version 9.x
Applies to Dynamics 365 (online), version 8.x
You manage your Dynamics 365 (online) instances from the Dynamics 365 admin center.
1. Browse to the Office 365 admin center and sign in using Global administrator credentials.
2. Choose Admin > Dynamics 365
This section provides information on how you add or edit instances of a Dynamics 365 (online) subscription and
set up additional non-production (Sandbox) instances.
See also
Terminology used in the product and documentation

What's new for instance management
8/24/2018 • 2 minutes to read • Edit Online

Applies to Dynamics 365 (online), version 9.x
Applies to Dynamics 365 (online), version 8.x
You might have noticed some changes to the Dynamics 365 admin center. On March 21, 2018, we introduced the
following:

1. Instance type picker. Filter on the type of instance: Trial, Production, Sandbox.
2. Common Data Service instance. PowerApps Environments provisioned with Common Data Service in the
PowerApps admin center are now displayed in the Dynamics 365 admin center as Common Data Service
instances.

Filter by instance type
If you're a large organization, you might have numerous instances of various types such as Production and
Sandbox. You can now filter for instance type to show only the type you're interested in.
1. Browse to the Office 365 admin center and sign in using Office 365 Global administrator credentials.
2. Click Admin centers > Dynamics 365.
3. Choose the Instances tab.
4. Select an instance type to display instances for that type only.

Common Data Service instance
Once you create Environments provisioned with Common Data Services in the PowerApps admin center, they will
now show up as Common Data Service instances in your Dynamics 365 admin center.

For more information, see Manage Common Data Service instances.
See also
Administer PowerApps overview
Introduction to the admin center for PowerApps

Manage Sandbox instances
8/24/2018 • 3 minutes to read • Edit Online

Applies to Dynamics 365 (online), version 9.x
Applies to Dynamics 365 (online), version 8.x
A Sandbox instance is any non-production instance of Dynamics 365 (online). Isolated from production, a
Sandbox instance is the place to safely develop and test application changes with low risk.
NOTE
With December 2016 Update for Dynamics 365 (online), we no longer require a minimum purchase amount to receive a
free Sandbox instance. If you've purchased a subscription and have not received a free Sandbox instance, you will be
provided one when you purchase full Dynamics 365 Enterprise licenses. There is a limit of one free Sandbox instance per
tenant. You can also purchase additional Sandbox instances. For more information, see Dynamics 365 pricing and licensing.
Check out Switch an instance for information on how to switch an instance to or from Sandbox and for licensing
considerations.

TIP
Check out the following video: Sandbox instances for Dynamics 365 (3:18).

View your Sandbox instances
You manage your Sandbox instances from the Dynamics 365 admin center.
1. Browse to the Office 365 admin center and sign in using Office 365 Global administrator credentials.
2. Click Admin centers > Dynamics 365.
3. Choose the Instances tab.
On the Manage your Dynamics 365 instances page, you’ll see a list of all your instances.

Reset a Sandbox instance
You can reset a Sandbox instance to delete and re-provision it. Consider a reset when you want to:
Change to a different version of Dynamics 365 (online).
Create a new project
Free up storage space
Remove an instance containing Personally Identifiable Information (PII) data

NOTE
You can only reset Sandbox instances.
Check out the following video: Dynamics CRM 2013 Spring '14 Online New Features -Reset.
This video also applies to CRM Online 2015 Update 1 and Dynamics CRM Online 2016 Update.

An example scenario
Thomas is looking at the storage consumed by the various Contoso instances and is getting concerned that
they’ll run out of space in one of their production instances. He’d like to free up some space so he can give the
production instance some additional storage. He’s also been notified that the Legal department has set a
retention policy on the use of production data in the test environment.
After contacting Isaac, Thomas resets the Sales department’s complete Sandbox instance. The instance is reprovisioned to factory settings and ready for future use as a Sandbox instance for a future project.
To reset an instance
1. Browse to the Office 365 admin center and sign in using Office 365 Global administrator credentials.
2. Click Admin centers > Dynamics 365.
3. Choose the Instances tab.
4. Select a Sandbox instance, and then click Reset.
5. On the reset instance page, adjust the instance settings as needed and then click Reset.
WARNING
The Sandbox instance will be deleted and reset to factory settings. You will not be able to recover any deleted data.

6. Click yes in the confirmation dialog box.

Administration mode
When you place a Sandbox instance in administration mode only users with Dynamics 365 System
Administrator or System Customizer security roles will be able to sign in to that instance. Administration mode is
useful when you want to make operational changes and not have regular users affect your work, and not have
your work affect regular users.
NOTE
You can only place Sandbox instances in administration mode.
Processes that use code, such as plug-ins or custom workflow assemblies, continue to be processed by the
Dynamics 365 platform when administration mode is enabled and background operations are disabled.
Check out the following video: Dynamics CRM 2013 Spring '14 Online New Features -Admin Mode.
This video also applies to CRM Online 2015 Update 1 and Dynamics CRM Online 2016 Update.

On the admin settings page, you can set the following.

SETTING

DESCRIPTION

Enable administration mode

Select to enable administration mode for the selected
Sandbox instance. Only System Administrators or System
Customizers will be able to sign in to the selected Sandbox
instance.

Disable background operations

Select to disable all asynchronous operations (see
Asynchronous service architecture ) such as workflows and
synchronization with Exchange. Emails will not be sent and
server-side synchronization for appointments, contacts, and
tasks are disabled. Note: Administration mode must be
enabled to disable background operations.

Custom message for end users

Enter a message that will be displayed to all users when they
attempt to sign in.

Set administration mode
1. Browse to the Office 365 admin center and sign in using Office 365 Global administrator credentials.
2. Click Admin centers > Dynamics 365.
3. Choose the Instances tab.
4. Select a Sandbox instance, and then click Admin.
5. Select Enable administration mode to enable it, and then click Save.
See also
Blog: Introducing Sandbox Instances in CRM Online
Switch an instance
Delete an instance
Copy an instance

Add an instance to your subscription
8/24/2018 • 8 minutes to read • Edit Online

Applies to Dynamics 365 (online), version 9.x
Applies to Dynamics 365 (online), version 8.x
You can add production and non-production (Sandbox) instances to a Dynamics 365 (online) subscription. Each
new instance creates a separate organization that can be used by different departments, locations, or for nonproduction purposes such as development. For more information on the instance types available to you, see
Microsoft Dynamics 365 pricing and licensing.
Purchase the Dynamics 365 (online) instance on the Microsoft online services portal Purchase subscriptions page.
Additional storage and instances can be purchased by customers who have a paid Dynamics 365 (online)
Professional user license subscription.
You must have the Office 365 Global administrator to do these tasks. For more information, see Assigning
administrator roles.

What information do I need to create an instance?
When you add an instance, you can accept the default values, or enter different values to create a Dynamics 365
(online) instance.
Select which scenario fits you best. The apps you can choose depend on the licenses you've purchased.
If you haven't purchased any Dynamics 365 licenses, you'll only see None of these (don't preinstall any
apps).

Name. This is typically the name of your organization and is displayed in the Dynamics 365 application.
URL. The URL is used to construct the URL for users to sign-in to the Dynamics 365 application. Therefore,
we recommend that you limit the length of URL name to reduce the overall length of the URL.
Purpose. This value is used to associate the instance with a specific intent and is only displayed in the
instance picker, which is accessed through the Dynamics 365 admin center. For example, if this instance is
for exclusive use by your sales and marketing departments you can enter Contoso Sales and Marketing or
if the instance is for development and for testing purposes enter a relevant name such as Contoso
Development.
Security Group. This value is used to determine the Microsoft Online Services security group that includes
the users who will have access to this instance of Dynamics 365 (online). For more information, see Control
user access to instances: security groups and licenses.

IMPORTANT
If you do not specify a security group, all users associated with the subscription who have a Dynamics 365 (online)
license will be added to the new instance.

Country/Region. You can specify a region for the instance.
NOTE
To request the ability to create Dynamics 365 (online) instances (production and non-production) in more than one
geographical region, please contact your account manager or Technical Support.

Currency. When you add an instance, you must select a base currency before the instance is provisioned.
Although you can add currencies in the Dynamics 365 application, only the base currency will be used for
reporting.
WARNING
Once set, the base currency cannot be changed.

Add an additional instance
The following steps apply to customers who do not purchase using volume licensing. Volume license customers
should see: Microsoft Volume Licensing Service Center.
Step 1: Purchase the additional instance
1. Sign in to the Office 365 admin center as an Office 365 Global administrator. In the navigation pane, click
Billing > Purchase Services.
2. Scroll down to the Add-on subscriptions section, and then hover over Microsoft Dynamics 365
(online) Additional Non-production Instance or Microsoft Dynamics 365 (online) Additional
Production Instance, and then click Buy now.
3. Proceed through the screens to purchase additional instances.
For more information, see Microsoft Dynamics 365 pricing and licensing.
TIP
Close your Dynamics 365 (online) browser session and open a new session to force an update to the Manage all Dynamics
365 (online) instances page.

Step 2: Configure the additional instance
1. Browse to the Office 365 admin center and sign in using Office 365 Global administrator credentials.
2. Click Admin centers > Dynamics 365.
3. Choose the Instances tab.
4. Select the instance that you want to configure, and then click Configure.

TIP
If the instance does not appear in the list or is in a state other than ready to configure, wait a few minutes and
then try again. Or, close your Dynamics 365 (online) browser session and open a new session to force an update to
the Manage all Dynamics 365 (online) instances page.
You cannot start a new Dynamics 365 (online) instance until you click Configure and complete the configuration
process.
Dynamics 365 (online) instances will not come prepared with sample data when configured by an Office 365 Global
administrator who does not have a Dynamics 365 (online) license. Sample data may be added later, after the instance
is configured and ready to use, by a Dynamics 365 (online) licensed user who has the Dynamics 365 System
administrator security role. For more information, see Add or remove sample data.

5. On the configure new instance page, enter your settings, and then click Next.
6. On the Confirm some details page, verify that the country/region and currency displayed are correct.
Although you can add currencies in the Dynamics 365 application, only the base currency will be used for
reporting.
WARNING
After a base currency is selected it cannot be changed.

After you have verified that the base currency is correct, click Finish.
7. Once your instance is set up, make note of the URL and click or tap it to launch Dynamics 365 (online).
Prepare the instance for users by assigning security roles, creating teams, customizing, and importing data.
More information: Getting Started.

What is the effect of an additional instance on storage?
When you add a new Dynamics 365 (online) instance, the new instance and any existing instances will consume
the existing storage that is available to the account. Warnings will be communicated when storage is near capacity.

Control user access to instances: security groups and licenses
If your company has multiple Dynamics 365 (online) instances, you can use security groups to control which
licensed users can be a member of a particular instance.
Consider the following example scenario:
INSTANCE

SECURITY GROUP

PURPOSE

Coho Winery Sales

Sales_SG

Provide access to the organization that
creates sales opportunities, handles
quotes, and closes deals.

Coho Winery Marketing

Marketing_SG

Provide access to the organization that
drives marketing efforts through
marketing campaigns and advertising.

Coho Winery Service

Marketing_SG

Provide access to the organization that
processes customer cases.

INSTANCE

SECURITY GROUP

PURPOSE

Coho Winery Dev

Developer_SG

Provide access to the Sandbox instance
used for development and testing.

In this example, four security groups provide controlled access to a specific organization.
Note the following about security groups:
When users are added to the security group, they are added to the Dynamics 365 instance.
When users are removed from the group, they are disabled in the Dynamics 365 instance.
When a security group is associated with an existing instance with users, all users in the instance that are
not members of the group will be disabled.
If a Dynamics 365 instance does not have an associated security group, all users with a Dynamics 365
license will be created as users and enabled in the instance.
If a security group is associated with an instance, only users with Dynamics 365 licenses that are members
of the instance security group will be created as users in the Dynamics 365 instance.
When you remove a security group that is associated with a Dynamics 365 (online) instance, either by
editing the instance and removing the security group or by deleting the security group, Dynamics 365
(online) licensed users who were members of the security group will have the same access to Dynamics
365 (online).
When you assign a security group to an instance, that instance will not show up in the Instances tab
(instance picker) in the Dynamics 365 admin center for users not in the group.
If you do not assign a security group to an instance, the instance will show up in the Instances tab
(instance picker) in the Dynamics 365 admin center even for those who have not been assigned a security
role in that Dynamics 365 instance.
You cannot make security groups members of other security groups.
NOTE
All licensed users, whether or not they are members of the security groups, must be assigned Dynamics 365 security roles to
access Dynamics 365 (online). You assign the Dynamics 365 security roles in the Dynamics 365 (online) web application.
Users can’t access instances of Dynamics 365 (online) until they are assigned at least one security role for that instance.
More information: Grant users access to Microsoft Dynamics 365 (online).

Create a security group and add members to the security group
1. Sign in to the Office 365 admin center.
2. Click Groups > Groups.
3. Click + Add a group.
4. Change the type to Security group, add the group Name and Description. Click Add > Close.
5. Click the group you created, and then next to Members, click Edit.
6. Click + Add members. Select the users to add to the security group, and then click Save > Close several
times to return to the Groups list.
7. To remove a user from the security group, select the security group, next to Members, click Edit. Click Remove members, and then click X for each member you want to remove.

NOTE
If the users you want to add to the security group are not created, create the users and assign to them the Dynamics 365
(online) licenses.
To add multiple users, see: bulk add users to Office365 groups.

Create a user and assign license
1. In the Office 365 Admin Center, click Users > Active users > + Add a user. Enter the user information,
select licenses, and then click Add.
More information: Add users individually to Office 365 - Admin Help
Associate a security group with a Dynamics 365 instance
1. In the Office 365 Admin Center, click Admin centers > Dynamics 365.
2. Click the Instances tab, select an instance, and then click Edit.
3. In security settings, search for a specific security group, and then click Next > Save.
TIP
To force an immediate synchronization between the Office 365 admin portal and Dynamics 365 (online), do the following:
Sign out of Dynamics 365 (online) and the Office 365 admin portal.
Close all open browsers used for Dynamics 365 (online) and the Office 365 admin portal.
Sign back in to Dynamics 365 (online) and the Office 365 admin portal.

See also
Edit properties of an instance
Manage Dynamics 365 (online) Sandbox instances
Grant users access to Microsoft Dynamics 365 (online)
Manage subscriptions, licenses, and user accounts

Switch an instance
8/24/2018 • 2 minutes to read • Edit Online

Applies to Dynamics 365 (online), version 9.x
Applies to Dynamics 365 (online), version 8.x
You may decide that your customization work developed and tested on a Sandbox instance is now ready to go
live. If you’ve placed your Sandbox instance in administration mode, only users with Dynamics 365 System
Administrator or System Customizer security roles are able to sign in to that instance. Once you switch the
instance type to Production, all your users can access your Dynamics 365 organization. When you configure or
edit an instance, you can switch the instance from:
Production to Sandbox
Sandbox to Production
Switching an instance does not change the number of your purchased licenses. Review the License
considerations section for how switching can impact license allocation.

Switch an instance
1. Browse to the Office 365 admin center and sign in using Office 365 Global administrator credentials.
2. Click Admin centers > Dynamics 365.
3. Choose the Instances tab.
4. Select the instance that you want, and then click Edit. If this is a new instance, click Configure.
5. Under Instance type, choose the instance type and then click Next.
6. Review the settings and then click Save.

License considerations
Review the following table to see how switching an instance type is impacted by your Dynamics 365 (online)
licenses.
SCENARIO

RESULT

NOTES

Switch a Production instance to
Sandbox. You have unused Sandbox
licenses.

A Sandbox license is used.

Sandbox instances have special features
such as Reset and Administration
modes. See Manage Dynamics 365
(online) Sandbox instances.

Switch a Production instance to
Sandbox. You do not have any unused
Sandbox licenses. You have unused
Production licenses.

A Production license is used.

Sandbox instances have special features
such as Reset and Administration
modes. See Manage Dynamics 365
(online) Sandbox instances.

Switch a Production instance to
Sandbox. You do not have any unused
Sandbox or Production licenses.

The Production instance is not
changed. You need to purchase a
Sandbox instance.

Sandbox instances have special features
such as Reset and Administration
modes. See Manage Dynamics 365
(online) Sandbox instances.

SCENARIO

RESULT

Switch a Sandbox instance to
Production. You have unused
Production licenses.

A Production license is used. A Sandbox
instance becomes available.

Switch a Sandbox instance to
Production. You do not have any
unused Production licenses.

You will need to purchase a Production
license.

See also
Manage Microsoft Dynamics 365 (online) instances
Manage Dynamics 365 (online) Sandbox instances
Add an instance to your subscription

NOTES

See Add an instance to your
subscription.

Copy an instance to a Sandbox instance
8/24/2018 • 6 minutes to read • Edit Online

Applies to Dynamics 365 (online), version 9.x
Applies to Dynamics 365 (online), version 8.x
You can use Copy instance in the Dynamics 365 admin center to copy the Dynamics 365 application and all data
from any instance to a Sandbox instance. You can do either a full or minimal copy.
TIP
Check out the following video on copying an instance to a Sandbox instance: Microsoft Dynamics CRM 2013 Spring '14
Online New Features -Copy.
This video also applies to CRM Online 2015 Update 1 and Dynamics CRM Online 2016 Update.

NOTE
To copy instances larger than 100 GB, please contact technical support.

Full copy instance
A full copy includes all application data, users, and customizations from the source instance and is suitable for:
User acceptance testing
Upgrade testing
Preview in production (TAP/EA)
Training
An example scenario
Isaac, a business application developer, has received a request from the sales department to configure and deploy
a social media integration solution from another company vendor. Isaac has never installed a solution from this
vendor and is unsure what impact this would have on the production application. He’d like to import the solution
into an environment that is nearly identical to, but isolated from, production to learn about the solution and make
the appropriate configuration changes. Isaac submits a request to Thomas, the IT Manager for Contoso, to create a
full copy Sandbox instance for him.
After the full copy is complete, Isaac receives a mail from Thomas telling him the Sandbox instance is ready. Isaac
logs into the Sandbox instance and makes the necessary changes to make sure that production external services
will not be impacted by the Sandbox instance. Once changes are complete, Isaac turns off administration mode
and enables background services. Isaac is able to use the full copy Sandbox instance to do his testing and later
manually import the solution into production.

Minimal copy instance
A Minimal copy only includes users, customizations, and schema from the source instance and is suitable for:
Iterative team development

Partner/ISV solutions
Proof of concept
An example scenario
Isaac has a large development project starting next week for the sales department. He has a team of developers
ready to start on the project, some of whom are internal to Contoso and some are external vendors. The Contoso
sales application contains Personally Identifiable Information (PII) that the sales manager has explicitly stated
must not be made available to any external parties for privacy and legal liability reasons. Isaac requests a minimal
copy Sandbox instance that does not contain any production data or users. In addition, Isaac creates an Office 365
security group to give the development team access to the Sandbox instance.
After modifying and enabling some of the plug-ins, the developer Sandbox instance functions the same and is
completely isolated from the production application. The development team works on their modifications in this
instance for several weeks. They package their changes into a solution and export/import to deploy to the full copy
Sandbox instance. After a successful round of testing and signoffs, the changes are manually deployed to
production.
Entities copied in a Minimal copy
The following entities are copied when you do a Minimal copy:
ENTITIES

BusinessUnit
ConnectionRole
Currency
DuplicateRule
DuplicateRuleCondition
EmailServerProfile
FieldPermission
FieldSecurityProfile
ImportMap
InternalAddress
Mailbox
Organization
Position
Report
Resource

ENTITIES

ResourceGroup
Role
RollupField
SavedQuery
SLAKPIInstance
Solution
Subject
Team
TeamTemplate
Template
SystemUser

To copy an instance
1. Browse to the Office 365 admin center and sign in using Office 365 Global administrator credentials.
NOTE
Global administrators can copy all available instances. Dynamics 365 System administrators can copy instances for
which they have the System administrator role.

2. Click Admin centers > Dynamics 365.
3. Choose the Instances tab.
4. Select an instance, and then click Copy.
5. On the copy instance page, select a target instance, a copy type, adjust the instance settings as needed,
and then click Copy.
A target instance can be a Sandbox or Preview instance; not a Production instance.
WARNING
The target instance will be deleted and replaced with a copy of the data and customizations from the source instance.
You won’t be able to recover any deleted data.

6. Click yes in the confirmation dialog box.
Once the copy process is complete, the target instance is placed in Administration mode and background
operations are disabled. The next section describes recommended Administrator actions for the newly created
copy (target) instance.

Next steps after copying an instance
To ensure the newly created copy (target) instance does not impact your production instance, once the copy
operation is complete, two things happen:
1. The newly created copy instance is placed in administration mode. Only those with Dynamics 365 System
Administrator or System Customizer security roles can sign in and manage the copy instance. Regular
Dynamics 365 users cannot sign in and use the copy instance.
2. Background operations are disabled in the copy instance. Disabled operations include workflows and
synchronization with Microsoft Exchange.
Review components
You should review the status of application components in the copy instance with external connections such as
Yammer, email, plug-ins, custom workflow activities, etc. Review these and consider what action to take:
1. Disable the component.
2. Redirect the component to another service instance such as one running Exchange or SharePoint.
3. Do nothing – leave the component as is in the copy instance. For example, you might decide to allow
Yammer posting to both the copy and production instances.
Here are some possible application components in the copy instance that could have external connections
and therefore could impact services with the same connections in your production instance.
Email. A mailbox cannot be synced with two different instances. For a full copy instance, the user mailboxes
in the copy instance must be disabled so the mailboxes do not attempt to send or receive email, or track
appointments, contacts, or tasks. Set synchronization for the following to None.
Incoming Email
Outgoing Email
Appointments, Contacts, Tasks
More information: Set the delivery method for incoming and outgoing email
SharePoint. Deactivate or redirect SharePoint to a sandbox SharePoint environment to prevent impacting
documents in Dynamics 365 managed by SharePoint. In Dynamics 365, go to Settings > Documentation
Management > SharePoint Sites. Select your site, and then click Deactivate.
Yammer. Disable Yammer or redirect to a separate Yammer service to prevent posts made in the copy
instance conflicting with posts made in the production instance. In Dynamics 365, go to Settings >
Administration > Yammer Configuration.
After creating a new Sandbox instance, workflows and system jobs might be pending execution. Apart from
these jobs, if you have connected Yammer to Dynamics 365 there will be Yammer activity streams posted
from Dynamics 365 to Yammer asynchronously. These activity streams are not visible through the system
jobs. If there were any pending Yammer activity streams before the Disable Background Process is turned
on, these activity steams will be posted to the current Yammer configuration once the Disable Background
Process is turned back off. In the Sandbox instance, if you have your current Yammer configuration
connected to the same Yammer network as your production environment, you might see duplicate activity
streams. To avoid duplicate Yammer activity streams, redirect your Sandbox instance to another Yammer
network (possibly a test network) before turning background processes back on.
Platform extensibility. Consider disabling the following that could be running in the copy instance and
impacting external service components.

Server-side plug-ins.
Workflow custom activity.
Client extensibility. Review the following.
Client-side JavaScript. Take a look at your JavaScript and HTML web resources for read/write
operations that could impact external services.
IFRAMES. Determine if the target of an IFRAME is a production instance.
See also
Introducing Sandbox Instances in CRM Online
Manage Dynamics 365 (online) Sandbox instances
Manage Microsoft Dynamics 365 (online) instances

Delete an instance
8/24/2018 • 2 minutes to read • Edit Online

Applies to Dynamics 365 (online), version 9.x
Applies to Dynamics 365 (online), version 8.x
You can delete Dynamics 365 (online) Sandbox instances to recover the licenses and storage space or to prevent
them from being used by mistake. In order to delete a production instance, you must first switch to a Sandbox
instance and then delete the Sandbox instance. You can delete a Support instance directly.

Delete an instance
1. Browse to the Office 365 admin center and sign in using Office 365 Global administrator credentials.
2. Click Admin centers > Dynamics 365.
3. Choose the Instances tab.
4. Select the instance that you want, and then click Delete.
WARNING
Your data will be lost! Be sure you’ve selected the correct instance.

5. Click Confirm to delete the instance.
Deleting an instance doesn’t change the number of your licenses purchased. For example, say you have two
instances - one Sandbox and one production - and you decide to delete your Sandbox instance. After the delete
has successfully completed, you’ll see one production instance and one instance to configure in the Instance tab
of the Manage your Dynamics 365 updates page.
See also
Manage Microsoft Dynamics 365 (online) instances
Switch an instance

Backup and restore instances
8/24/2018 • 3 minutes to read • Edit Online

Applies to Dynamics 365 (online), version 9.x
Applies to Dynamics 365 (online), version 8.x
Protecting your Dynamics 365 data and providing continuous availability of service is important for you and for us.
You have multiple options for backing up and restoring your Dynamics 365 (online) instances.

Daily system backups
Good news! Some backups take place without you having to do anything.
About Dynamics 365 (online) system backups:
All your instances are backed up.
System backups occur daily.
System backups are retained up to three days. Check your expiration date.

System backups do not count against your storage limits.
System backups are identified as created by System on the Manage backups page.

See your system backups
1. Browse to the Office 365 admin center and sign in using Office 365 Global administrator credentials. You
can also sign in with Dynamics 365 System Administrator or Delegated Admin security roles.
2. Click Admin centers > Dynamics 365.
3. Click the Backup & Restore tab.
4. Choose an instance from the Backups for drop-down list.
System-created backups appear under Created By as System.

On-demand backup: Dynamics 365 managed
Automated system backups are great, but you will want to be able to make your own backups before making some
significant customization change or applying a version update. You can do this with on-demand Dynamics 365
managed backups.
NOTE
A backup is created for you when we update your instance.

About Dynamics 365 managed on-demand backups:
You can back up Production and Sandbox instances.
You can only restore to a Sandbox instance. To restore to a Production instance, first switch it to a
Sandbox instance. See Switch an instance.
Only CRM Online 2016 Update 1 or later versions are supported for backup.
On-demand backups are retained for up to three days. Check your expiration date.

You are not limited in the number of on-demand backups you can make.
On-demand backups do not count against your storage limits.
On-demand backups are identified by having a label you created and by the presence of Edit | Delete |
Restore in the details section. System backups have only Restore.

Create an on-demand backup of a Dynamics 365 instance
1. Browse to the Office 365 admin center and sign in using Office 365 Global administrator credentials. You
can also sign in with Dynamics 365 System Administrator or Delegated Admin security roles.
2. Click Admin centers > Dynamics 365.
3. Click the Backup & Restore tab.
4. Choose an instance from the Backups for drop-down list.
5. Click New backup.

6. Type a label and any notes to help identify this backup for future restoration.
7. Click Create.

A notification will be displayed to confirm the backup is being created. The status column in the list provides
the status of the backup.
NOTE
The instance remains available while being backed up.

Edit a Dynamics 365 on-demand backup
Edit a backup to change its label and your notes about the backup.
1. Browse to the Office 365 admin center and sign in using Office 365 Global administrator credentials. You
can also sign in with Dynamics 365 System Administrator or Delegated Admin security roles.
2. Click Admin centers > Dynamics 365.
3. Click the Backup and Restore tab.
4. Choose an instance from the Backups for drop-down list.
5. Choose an on-demand backup from the list of backups.
6. Click Edit.

7. Change the information as needed, and then click Save.
Restore a Dynamics 365 on-demand backup
You can only restore to Sandbox instances. To restore to a Production instance, first switch it to a Sandbox instance,
restore to it, and then switch it back to a Production instance. See Switch an instance.
1. Browse to the Office 365 admin center and sign in using Office 365 Global administrator credentials. You

can also sign in with Dynamics 365 System Administrator or Delegated Admin security roles.
2. Click Admin centers > Dynamics 365.
3. Click the Backup and Restore tab.
4. Choose an instance from the Backups for drop-down list.
5. Choose an on demand backup from the list of backups.
6. Click Restore.

7. Click Select target to pick a target instance.
8. Click Next. Verify the details, and then click Restore.

A notification will be displayed confirming that the backup is being restored. It can take some time for the
restoration to complete.

NOTE
The instance remains unavailable while being restored.

Delete a Dynamics 365 on-demand backup
You can use the Dynamics 365 admin center to delete Dynamics 365-managed, on-demand backups. You can't
delete system backups.
1. Browse to the Office 365 admin center and sign in using Office 365 Global administrator credentials. You
can also sign in with Dynamics 365 System Administrator or Delegated Admin security roles.
2. Click Admin centers > Dynamics 365.
3. Click the Backup & Restore tab.
4. Choose an instance from the Backups for drop-down list.
5. Choose an on-demand backup from the list of backups.
6. Click Delete.

7. Click Confirm.
See also
Switch an instance

Manage Support instances
8/24/2018 • 2 minutes to read • Edit Online

A Support instance is any non-production instance of Dynamics 365 (online) used by Microsoft Support to
reproduce and resolve customer issues. When there is an issue affecting the operation of your online service,
Microsoft can create a Support instance in your tenant to troubleshoot and repair the issue. It is isolated from your
production instance so it does not impact your business operations. Dynamics 365 System admins have full
control of managing and providing organization data by copying it to a Support instance.
What is a Support instance?
It is an instance created in your tenant by Microsoft for purposes of preventing, detecting, or repairing
problems affecting the operation of your online service.
It does not require any additional non-production instance to be purchased.
The database size of a Support instance does not count towards your storage limit.
It resides in the same regional datacenter as your source instance.
What data is in a Support instance?
When a Support instance is initially created by Microsoft, it contains no customer data or customizations.
System admins manage Support instances in the Dynamics 365 admin center.
System admins can copy an instance to a Support instance, and then choose whether to provide a Minimal or a
Full copy of their instance.
System admins must consent to providing a copy of their data to Microsoft.
Who has access to a Support instance?
Minimal copy:
Microsoft staff who are members of a support security group
Full copy:
Microsoft staff who are members of an elevated support security group
What kind of data access does Microsoft have?
Online (via the application):
System admin privileges
Database (via SQL query tools):
Read/Write access to all tables
Access to the database requires additional approval by Microsoft and it is managed, controlled, and granted as
needed.
Access to the database is time limited (for example, 30 minutes) and expires automatically.
How long does a Support instance stay in your tenant?
1. 14 days or upon resolution of the problem.
2. System admins can delete the Support instance at any time.
Is access and usage of Support instance audited?

Yes.

Tenant to tenant migration
10/22/2018 • 3 minutes to read • Edit Online

Applies to Dynamics 365 (online), version 8.x

Move an instance to a different tenant
You can use the Tenant to Tenant Migration feature for Dynamics 365 (online) to request to have an instance in one
tenant moved to another tenant. To do so, contact technical support and submit a support request.
There are no user-interface changes or version changes as part of this move. You can move one or multiple
Dynamics 365 (online) instances. Once complete, your Dynamics 365 (online) instance(s) will appear in your new
tenant.
IMPORTANT
When moving individual Dynamics 365 (online) instances from one tenant to another, if that requires a geographical region
change, your tenant becomes a multiregional tenant. Regional features are enabled in the Dynamics 365 admin center.
You might need to reconfigure some applications and settings after tenant to tenant migration such as Microsoft Dynamics
365 for Outlook, server-side sync, SharePoint integration, etc.
Dynamics 365 (online) version 9.0 does not currently support tenant to tenant migration. Check back later for availability.

Impact of migrating between tenants
When your organization is moved from one tenant to another, the URL does not need to change, as the source
instance will be deleted after the move.
In order to perform this operation, you'll need to provide some information, such as:
What is the source tenant domain and its region? (example: EMEA, NA, APAC )
What is the destination tenant domain and its region? (example: EMEA, NA, APAC )
Does the destination tenant have a valid Dynamics 365 subscription?
Does the destination tenant have enough available user licenses?
Does the destination tenant have enough Dynamics 365 instance licenses?
Does the destination tenant have enough Dynamics 365 storage available for the instances being migrated?
If you do not have a Dynamics 365 subscription and/or trial in the destination tenant, then you will need to create
one. You might need to purchase a new Dynamics 365 subscription in the destination tenant (or convert a trial to
paid), if not already done.
You will need to create a temporary instance or instances in the destination tenant, depending on how many source
instances you are migrating. Source instance type and destination instance type must match (production vs nonproduction (Sandbox)). These instances should also be version 8.2.2 or below. The users to be migrated from one
tenant to another need to be created on the target tenant as well.
The destination tenant needs an equal or higher number of active user licenses, Dynamics 365 instance licenses for
the instances being migrated, and equal or greater storage as the source tenant.

How the move works

You’ll be provided with a list of prerequisites and post-requisites for your migration as part of the support request
raised. The following table describes what Microsoft does before, during, and after your move.

What Microsoft does

BEFORE THE MOVE
NOTIFICATION

DURING THE MOVE
CUT-OVER

AFTER THE MOVE
NOTIFICATION AND SUPPORT

Your support representative
or Account Manager will
work with you to request a
move and schedule it.

Cut-over for the migration
takes several hours,
depending on the number of
users and the amount of
data. During this period, the
organization is not
accessible, so the cut-over
should be scheduled during
the evening or over a
weekend.

You will be alerted by email
or telephone when your
instance is migrated to the
new tenant.

There is a step that will
require your involvement,
which is to provide a
Dynamics 365 User Mapping
File. This is requested in
advance so that we can
validate the users being
moved before the migration
takes place.

After the tenant migration is
complete, your support
representative or Account
Manager will assist you to
contact with billing to cancel
and/or credit your previous
subscription, if needed.

We will adhere to the terms of the Microsoft Online Services Service Level Agreement for all moves.

Common Data Service instances
8/24/2018 • 2 minutes to read • Edit Online

Applies to Dynamics 365 (online), version 9.x
Applies to Dynamics 365 (online), version 8.x
The Common Data Service allows you to securely store and manage data used in your PowerApps environments.
As of March 21, 2018, PowerApps environments provisioned with a Common Data Service database are displayed
as instances in the Dynamics 365 admin center. There you can view and do some management of your Common
Data Service instances.

Identify Common Data Service instances
1. In the Dynamics 365 admin center, select the Instances tab.
2. Select an instance and look for Common Data Service in the description details.

Manage Common Data Service instances
Currently, Common Data Service instances are available as trial and production types. What management actions
are available depends on which admin center you use.
Management in the Dynamics 365 admin center
You can manage the following with the Common Data Service instance in the Dynamics 365 admin center:
Open an instance
Edit an instance
Copy an instance
Delete an instance
Change notifications

Management in the PowerApps admin center
You can manage the following with the Common Data Service instance in the PowerApps admin center:
Add or remove a user or group from either the Environment Admin or Environment Maker role. For more
information, see Environment Administration.
Provision a Common Data Service database for the environment. For more information, see Create a
Common Data Service database.
Set Data Loss Prevention policies. For more information, see Data loss prevention policies.
Set database security policies (as open or restricted by database roles). For more information, see
Configure database security.
Members of the Azure AD tenant Global administrator role (includes Office 365 Global admins) can also
manage all environments that have been created in their tenant and set tenant-wide policies from the
PowerApps admin center.

More information
Administer PowerApps overview
Introduction to the admin center for PowerApps

Edit properties of an instance
8/24/2018 • 3 minutes to read • Edit Online

Applies to Dynamics 365 (online), version 9.x
Applies to Dynamics 365 (online), version 8.x
Administrators can edit properties of a Dynamics 365 (online) instance, such as the friendly name, URL, and the
purpose. However, instances that are being provisioned cannot be edited, and disabled instances must be enabled
before they can be edited.

Edit an instance
1. Browse to the Office 365 admin center and sign in using Office 365 Global administrator credentials.
2. Click Admin centers > Dynamics 365.
3. Choose the Instances tab.
4. Select the instance that you want, and then click Edit.
5. Select any of the following field values that you want to change.
Name. This is typically the name of your organization and is displayed in the Dynamics 365
application. After you save the change, it may take up to 5 minutes for the friendly name to appear in
the application.
URL. The URL is used to construct the URL for users to sign in to Dynamics 365. We recommend
that you limit the length of the URL name to reduce the overall length of the URL.
WARNING
There are important tasks that you must communicate to your Dynamics 365 (online) users immediately
following a URL name change.
For users of the web application, send information that includes the new URL with instructions about
how to bookmark it.
For users of Dynamics 365 for Outlook Online, the following two tasks must be completed in the
order specified here:
a. Synchronize offline data. Dynamics 365 for Outlook users connected to this instance who work
offline must synchronize by using the previous URL. If you run the Configuration Wizard and
change the URL before completing this step, offline data may be lost.
b. Run the Configuration Wizard. After a URL name change is saved and any offline data is
synchronized, users of Dynamics 365 for Outlook must run the Configuration Wizard to update
the URL.

After a URL name change is saved, all users who access that instance must be notified of the change.
Users will be able to access the instance for up to 24 hours by using the previous URL. After the 24hour period has passed, the previous URL will not work.
Notice that interim URL names are discarded when there are multiple changes within 24 hours. For
example, consider the following situation:
The original URL of your instance is fourthcoffeesales.crm.dynamics.com.

Using the instance picker, you change the URL name from
fourthcoffeesales.crm.dynamics.com to fourthcoffeemktg.crm.dynamics.com.
Within 24 hours of the URL name change, you change the URL name again, this time from
fourthcoffeemktg.crm.dynamics.com to fourthcoffeesalesandmktg.crm.dynamics.com.
In this situation, the first URL name change to fourthcoffeemktg.crm.dynamics.com will be
immediately removed from the system. The new URL,
fourthcoffeesalesandmktg.crm.dynamics.com, will become active. Additionally, the original
URL, fourthcoffeesales.crm.dynamics.com, will be active for up to 24 hours.
Purpose. This value is used to associate the instance with a specific intent and is only displayed in
the Manage all Dynamics 365 (online) instances page, which is accessed through the Dynamics
365 admin center. For example, if this instance is for exclusive use by your sales and marketing
departments, you can enter Contoso Sales and Marketing or, if the instance is for development and
testing, enter a relevant name such as Contoso Development.
Security Group. This value is used to determine the security group that includes the users who will
have access to this instance of Dynamics 365 (online). Learn more: Control user access to instances:
security groups and licenses
IMPORTANT
If you do not specify a security group, all users who have a Dynamics 365 (online) license will be added to
this instance.

6. Click Save.
See also
Add an instance to your subscription
Switch an instance
Manage Dynamics 365 (online) Sandbox instances
Manage subscriptions, licenses, and user accounts
Manage storage for Microsoft Dynamics 365 (online) User session and access management

About multiple online instances or tenants
8/24/2018 • 10 minutes to read • Edit Online

Applies to Dynamics 365 (online), version 9.x
Applies to Dynamics 365 (online), version 8.x
Dynamics 365 (online) gives you options for segregating your Dynamics 365 data and user access. For most
companies, adding and using multiple instances in your subscription provides the right mix of functionality and
ease of management. Enterprises with separate geographic locations might consider using multiple tenants to
separate Dynamics 365 (online) licenses. Multiple instances can share users among instances; multiple tenants
cannot.
NOTE
The concept and operation of tenants and instances, though similar, differs between online and on-premises deployments of
Dynamics 365. This topic is for those administering Dynamics 365 (online) deployments.

Terminology
TERM

DEFINITION

Tenant

For Dynamics 365 (online), a tenant is the account you create
in the Microsoft Online Services environment when you sign
up for a Dynamics 365 (online) subscription. A tenant contains
uniquely identified domains, users, security groups, and
subscriptions and can contain multiple Dynamics 365 (online)
instances.
The tenant created for you has a domain name of
.onmicrosoft.com. For example,
contoso.onmicrosoft.com.

Instance

When you sign up for a trial or purchase a Dynamics 365
(online) subscription, a Dynamics 365 (online) production
instance is created. Each additional production or nonproduction (Sandbox) Dynamics 365 (online) instance you add
creates a separate and isolated Dynamics 365 organization on
the same tenant.
An instance has the URL format: https://.crm.dynamics.com. For example,
https://contososales.crm.dynamics.com.

Multiregional instance

An instance in a different region than where your Dynamics
365 (online) tenant resides. Local instances can provide
quicker data access for users in that region. More information:
Add and edit multiregional instances

TERM

DEFINITION

Subscription

A subscription consists of the Dynamics 365 licenses and addons included with the trial or paid service you signed up for in
your Dynamics 365 (online) account. Dynamics 365
subscriptions can vary in license type, price, and end date.
For example, a subscription might be 100 licenses of Dynamics
365 (online) Professional and 10 licenses of Dynamics 365
(online) Enterprise.

Identity

The user account used to sign in to Dynamics 365 (online).
You can also use this identity to access other Microsoft Online
services, such as Office 365 or SharePoint Online.
Administrators can decide if they want to federate user
identity management between Dynamics 365 (online) and onpremises Active Directory.

User account

A user account assigned by an organization (work, school,
non-profit) to one of their constituents (an employee, student,
customer) that provides sign-in access to one or more of the
organization’s Microsoft cloud service subscriptions, such as
Exchange Online or Dynamics 365 (online). Access to an online
service is controlled by the license assigned to the user
account.
User accounts are stored in an organization’s cloud directory
within Azure Active Directory, and are typically deleted when
the user leaves the organization. Organizational accounts
differ from Microsoft accounts in that they are created and
managed by admins in the organization, not by the user.

Security group

If your company has multiple Dynamics 365 (online) instances,
you can use instance security groups to control which licensed
users can access a particular instance. More information:
Control user access to instances: security groups and licenses

Uses for multiple instances
Dynamics 365 (online) instances are similar in concept to a high-rise business complex with floors organized
according to business functions. Consider each floor within the building as an application
(Sales/Service/Marketing, Vendor management, Wealth management) and consider each unit within a floor as an
instance for a specific purpose such as Production, Training, Testing, and Development.

Multiple instances are needed when segregation is required of plugins, workflows, or admin resources that cannot

be easily isolated by using business units in Dynamics 365.

A multi-instance deployment
A typical Dynamics 365 (online) deployment includes one tenant only. A tenant can include one or more Dynamics
365 (online) instances; however, a Dynamics 365 (online) instance is always associated with a single tenant.

This example uses two instances for three teams: Sales, Marketing, and Services.
Sales and Marketing share an instance so lead information can be easily accessed by both. Services has its own
instance so tickets and warranties can be managed separately from campaigns and other sales related events.
You can provide access to one or both instances easily. Sales and Marketing users could be limited to their instance
while Service users with extended access could update support escalations records related to accounts in both
instances.
About single tenant with multiple instances:
A tenant can include up to 50 Dynamics 365 (online) production instances and up to 75 non-production
(Sandbox) instances.
Each instance within the tenant receives its own SQL database.
Dynamics 365 data is not shared across instances.
Storage is shared across the primary instance and any additional instances.
All instances for a single customer tenant will be set up in the geography where they initially signed up for
their account. Storage consumption is totaled and tracked across all the instances attached to a customer
tenant.
You can set up separate security groups for all instances.
A licensed Dynamics 365 (online) user can potentially access all the Dynamics 365 (online) instances
associated with the tenant. Access is controlled by instance security group membership.
You can purchase additional instances through the Additional Instance Add-On. Additional instances can be
added only to "paid" subscriptions - not trials or Internal Use Rights (IUR ). If you purchased your Dynamics
365 (online) subscription through Volume Licensing, you must go through your Large Account Reseller
(LAR ) to purchase the additional instance. More information: Billing and subscription support
You can’t merge existing trials or subscriptions onto an additional instance; instead, you will need to move
your data and customizations.

Why use multiple instances?
The following are common use cases for multi-instance deployment. Consider these examples when you decide
the deployment type that best fits your company’s requirements.
Master data management
In this scenario, a “master” data set provides for change management through a central master data source. This
approach requires that the central master data be synchronized to all instances so that each instance has access to
the latest version of the core information. Requested changes to the information can be made directly within the
master system. Alternatively, users can explicitly access the master system or capture the changes in the local
instance, with those changes subsequently passed on to the master instance.
Requiring that changes be made centrally can provide for centralized change control. For example, anti-fraud
checks can be performed to ensure that changes are made only by a central team and not by local teams that
might otherwise benefit from a change, such as a change in credit limits. This would provide a second level of
change authorization and verification that avoids the ability for a single person or a group of people who work
closely together to collaborate to affect a fraud. Pushing a request to a different, independent team can provide
protection against potential fraud.
Security and privacy
Differences in regional, for example European Union (EU ), or national legislation can result in variations in
requirements for securing data or maintaining data privacy across the different regions or countries in a
deployment. In some cases, legislative/regulatory restrictions make it illegal to host data outside the borders of a
country or region, and addressing this challenge is particularly critical in specific business sectors.
For example, consider healthcare sector restrictions on sharing patient information. Some EU regulations require
that any health information that is collected about people residing in the EU be maintained and shared only within
EU boundaries, while similar data collected about people in the United States (US ) is kept within US boundaries.
Also consider banking sector restrictions on sharing customer information. In Switzerland, for example, regulations
make it illegal to share customer information outside of their national boundaries.
Scalability
While a single instance of Dynamics 365 can scale up and out to support the growth of a customer’s business, with
very high data volumes or levels of complexity, there are additional considerations. For example, in environments
with extreme volumes and/or extensive use of Service Scheduling, scaling up SQL Server can require complicated
and expensive infrastructure that is prohibitively expensive or extremely difficult to manage.
There are many scenarios in which there is a natural functional split in capability requirements. In such cases,
delegating workloads by creating scale-out scenarios that are based on these functional splits can provide for
higher volumes by using commodity infrastructure.

Add an instance to your subscription
For information about how to add an instance to your Dynamics 365 (online) subscription, see Add an instance to
your subscription.

A multi-tenant deployment
Global businesses with regional or country models that differ can use tenants to account for variations in
approach, market size, or compliance with legal and regulatory constraints.

This example includes a second tenant for Contoso Japan.
User accounts, identities, security groups, subscriptions, licenses, and storage cannot be shared among tenants. All
tenants can have multiple instances associated with each specific tenant. Dynamics 365 data is not shared across
instances or tenants.
About multiple tenants:
In a multi-tenant scenario, a licensed Dynamics 365 (online) user associated with a tenant can only access
one or more Dynamics 365 (online) instances mapped to the same tenant. To access another tenant a user
would need a separate license and a unique set of sign-in credentials for that tenant.
For example, if User A has an account to access Tenant A their license allows them to access any and all
instances created within Tenant A - if they are allowed by their administrator. If User A needs to access
instances within Tenant B, they will need an additional Dynamics 365 (online) license.
Each tenant will require a tenant administrator(s) with unique sign-in credentials, and each tenant affiliate
will manage its tenant separately in the administrator console.
Multiple instances within a tenant are visible from the Dynamics 365 (online) interface if the administrator
has access.
You cannot reassign licenses between tenant enrollments. An enrolled affiliate can use license reduction
under one enrollment and add licenses to another enrollment to facilitate this.
On-premises Active Directory federation cannot be established with more than one tenant unless you have
top-level domains that you need to federate with different tenants (for example Contoso.com and
Fabricam.com).

Why use multiple tenants?
Functional localization
This scenario typically arises in organizations with overlapping but separate functional needs. Some common
examples include:
Organizations with different business divisions, each with a different market or model of operation.
Global businesses with regional or country models that differ to account for variations in approach, market
size, or compliance with legal and regulatory constraints.
In these types of business environments, an organization often will have common sets of functionality that
allow specific regions, countries, or business areas with a degree of localization regarding:
Information capture. For example, capturing the ZIP Code in the United States would correlate to capturing

the Post Code in the United Kingdom.
Forms, workflows.
Physical distribution
For business solutions that must support users that are physically distributed over large distances, particularly for
global deployments, using a single instance may not be suitable because of the implications (such as WAN latency)
associated with the infrastructure over which the users connect, which can significantly impact the user experience.
Distributing instances to provide users with more local access can reduce or overcome WAN -related issues, as the
access occurs over shorter network connections.

Add a multi-tenant deployment under volume licensing
For a multi-tenant deployment, you'll need a Multi-Tenant Amendment. A Multi-Tenant Amendment is an actual
amendment to the Volume License agreement used to purchase licenses. Contact your Microsoft Sales
Representative or Reseller to obtain the amendment.

Constraints of multi-tenants
Admins who want to deploy and manage multiple tenants should be aware of the following:
User accounts, identities, security groups, subscriptions, licenses, and storage cannot be shared among
tenants.
A single domain can only be federated with one tenant.
Each tenant must have its own namespace; UPN or SMTP namespaces cannot be shared across tenants.
If an on-premises Exchange organization exists, you cannot split this organization across multiple tenants.
A consolidated Global Address List will not be available, except if explicitly managed downstream from the
synchronization.
Cross-tenant collaboration will be limited to Lync Federation and Exchange Federation features.
SharePoint access across tenants may not be possible. While this may be solved with Partner Access, the
user experience is disrupted and licensing aspects apply.
There can be no duplicate accounts across the tenants or partitions in the on-premises Active Directory.
See also
Manage Microsoft Dynamics 365 (online) instances
Using multi-tenancy in Microsoft Dynamics CRM 2013 to address challenges in enterprise business environments
(primarily on-premises)
Blog: Dynamics CRM and multi-tenancy (on-premises)

Add and edit multiregional instances
8/24/2018 • 5 minutes to read • Edit Online

Applies to Dynamics 365 (online), version 9.x
Applies to Dynamics 365 (online), version 8.x
For multinational companies with employees and customers distributed around the world, you can create and
manage Dynamics 365 (online) instances specific to your global regions. You can create an instance in a different
region than where your Dynamics 365 (online) tenant resides. Local instances can provide quicker data access for
users in that region. Be sure to read A multi-instance deployment to understand the features of multiple instances.
Purchase the Dynamics 365 (online) instance on the Purchase subscriptions page. You must have an active
Dynamics 365 (online) account to complete the purchase. Additional storage and instances can be purchased by
customers who have a paid Dynamics 365 (online) Professional or Dynamics 365 (online) Enterprise subscription.
You must have an Office 365 Global administrator or Dynamics 365 (online) System administrator role to do
these tasks. For more information, see Assigning admin roles.
NOTE
To request the ability to create Dynamics 365 (online) instances (production and non-production) in more than one
geographical region, please contact your account manager or Technical Support.

What information do I need to create an instance?
During the initial configuration an instance, you can accept the default values, or enter different values to create a
Dynamics 365 (online) instance.
Region. Choose from the following: Asia Pacific (APAC ); Canada (CAN ); Europe, Middle-East, Africa
(EMEA); India (IND ); Japan (JPN ); North America (NA); Oceania (OCE ); South America (LATAM/SAM ).
TIP
To view the current data centers for your region, see Where is my data?

Name. This is typically the name of your organization and is displayed in the Dynamics 365 (online)
application.
URL. The URL name is used to construct the URL for users to sign-in to the Dynamics 365 application.
Therefore, we recommend that you limit the length of URL name to reduce the overall length of the URL.
Purpose. This value is used to associate the instance with a specific intent and is only displayed in the
instance picker. For example, if this instance is for exclusive use by your sales and marketing departments
you can enter Contoso Sales and Marketing or if the instance is for development and for testing purposes
enter a relevant name such as Contoso Development.
Instance Security Group. This value is used to determine the Microsoft Online Services security group
that includes the users who will have access to this instance of Dynamics 365 (online). For more
information, see Control user access to instances: security groups and licenses.

IMPORTANT
If you do not specify a security group, all users associated with the subscription who have a Dynamics 365 (online)
license will be added to the new instance.

Organizational language. This language will be used for the Dynamics 365 (online) application.
Base currency. When you add an instance, you must select a base currency before the instance is
provisioned. Although you can add currencies in the Dynamics 365 application, only the base currency will
be used for reporting.
WARNING
Once set, the base currency cannot be changed.

Create a regional instance
The following steps apply to customers who do not purchase using volume licensing. Volume license customers
should see: Microsoft Volume Licensing Service Center.
Step 1: Purchase the additional instance
1. Global administrators sign in to the Office 365 admin center, and then, in the navigation pane, click Billing
> Purchase services.
2. Scroll down to the Add-on subscriptions section, and then hover over Microsoft Dynamics 365
(online) Additional Non-production Instance or Microsoft Dynamics 365 (online) Additional
Production Instance, and then click Buy now.
3. Proceed through the screens to purchase additional instances.
You can choose to add production or non-production (Sandbox) instances. For more information, see
Microsoft Dynamics 365 pricing and licensing.
Step 2: Configure the additional instance for a region
1. Browse to the Office 365 admin center and sign in using Office 365 Global administrator credentials.
2. Click Admin centers > Dynamics 365.
3. Choose the Instances tab.
4. Select the instance that you want to configure, and then click Configure.
IMPORTANT
If the instance does not appear in the list or is in a state other than ready to configure, wait a few minutes and
then try again.
You cannot start a new Dynamics 365 (online) instance until you click Configure and complete the configuration
process.
Dynamics 365 (online) instances will not come prepared with sample data when configured by a Global administrator
who does not have a Dynamics 365 (online) license. Sample data may be added later, after the instance is configured
and ready to use, by a Dynamics 365 (online) licensed user who has the Dynamics 365 system administrator security
role. For more information, see Add or remove sample data.

5. On the configure new instance page, select a region for the instance.

6. Enter the rest of your settings, including choosing a currency, and then click Next.
IMPORTANT
After a base currency is selected it cannot be changed.
Although you can add currencies in the Dynamics 365 application, only the base currency will be used for reporting.
To select a different currency, click Change currency and select a different one or specify a custom currency.

7. On the confirmation page, verify that the settings are correct and then click Configure.
8. On the Your Microsoft Dynamics 365 organization is ready page, click Launch Dynamics 365
(online) to start Dynamics 365 (online) to prepare the instance for users such as assign security roles,
create teams, customize, and import data. More information: Getting started.
TIP
Note the Dynamics 365 (online) instance URL that is displayed on the page. You can use this URL to directly access
the Dynamics 365 (online) instance.

Configure and manage a regional instance
To configure and manage a regional instance, you must first select your active region to be the same as the
regional instance.
Select a regional instance to configure and manage
1. Browse to the Office 365 admin center and sign in using Office 365 Global administrator credentials.
2. Click Admin centers > Dynamics 365.
3. Choose the Instances tab.
4. From the drop-down list, select the region of the regional instance to configure. For example, to edit an
instance in Japan, select the APAC region.
NOTE
If you don’t see the Your current region is: drop-down list, you don’t have any instances outside of your current
region.

5. Select the instance that you want to configure, and then click Configure.
The Edit, Copy, and Reset buttons appear when you’ve selected a regional instance matching your active
region.
NOTE
Copied instances are copied to the same region as the source instance.
Instances that are reset are reset to the current region.

See also
Edit properties of an instance
Manage Dynamics 365 (online) Sandbox instances
Manage Microsoft Dynamics 365 (online) instances

Differences between the Microsoft Online services environment administrative roles and Dynamics 365 (online)
security roles
Grant users access to Microsoft Dynamics 365 (online) as a Microsoft Online service
Manage subscriptions, licenses, and user accounts

Migrate Microsoft Dynamics 365 (online) to Microsoft
Dynamics 365 (on-premises)
8/24/2018 • 9 minutes to read • Edit Online

Applies to Dynamics 365 (online), version 8.x
This document describes the steps needed to migrate from an instance of Dynamics 365 (online) to a Microsoft
Dynamics 365 on-premises deployment. To complete the migration, follow the steps provided here in the order
presented..
IMPORTANT
This document assumes that you already have a deployment of Microsoft Dynamics 365 on-premises. For information about
how to deploy Microsoft Dynamics 365, see Microsoft Dynamics CRM Server installation.
To migrate from Dynamics CRM Online 2016 Update to Dynamics 365 (on-premises), you must have Dynamics CRM 2015
or a later version.

Feature and customization changes when you migrate from Microsoft
Dynamics CRM Online 2016 Update to Microsoft Dynamics CRM 2016
on-premises
Before you migrate from Dynamics CRM Online 2016 Update to Microsoft Dynamics 365 on-premises, be aware
of the following behaviors or issues. These characteristics will appear after you import a Dynamics CRM Online
2016 Update organization into a Microsoft Dynamics 365 on-premises deployment.
Managed solutions
All managed solutions that have a dependency on a feature introduced in Dynamics CRM Online 2016 Update will
be removed from the organization that is prepared for migration. For example, this applies if the solution includes
one or more of the following features:
A rollup field that uses the AVG operator or aggregates data across all activities related to a record.
A calculated field that computes the difference between two dates by using DIFFINDAYS, DIFFINHOURS,
DIFFINMINUTES, DIFFINMONTHS, DIFFINWEEKS, or DIFFINYEARS.
Additionally, you can’t export record creation or update rules from Dynamics CRM Online 2016 Update to
Microsoft Dynamics 365 on-premises. More information: Set up rules to automatically create or update records in
Dynamics 365 (Customer Service)
Unmanaged solutions
Any field in an unmanaged solution that includes a feature introduced in Dynamics CRM Online 2016 Update will
be removed from the organization. For example, this applies if the field includes one of the following features:
A rollup field that uses the AVG operator or aggregates data across all activities related to a record.
A calculated field that computes the difference between two dates by using DIFFINDAYS, DIFFINHOURS,
DIFFINMINUTES, DIFFINMONTHS, DIFFINWEEKS, or DIFFINYEARS.
Additionally, these behaviors appear:

You can’t export record creation or update rules from Dynamics CRM Online 2016 Update to Microsoft
Dynamics 365 on-premises. More information: Set up rules to automatically create or update records in
Dynamics 365 (Customer Service)
Records with date and time fields having values earlier than January 1, 1900 are considered invalid and will
return an error message, such as “Invalid Date/Time The date/time format is not valid, or the value is
outside the supported range.” When this issue occurs you can’t open forms, view lists, or process workflows
from an entity record that has a date and time value that’s before January 1, 1900.

Copy your Dynamics 365 (online) organization encryption key
During the import of the Dynamics 365 (online) database into your Dynamics 365 (on-premises) deployment, you
must provide the organization database encryption key used for your instance of Dynamics 365 (online).
1. Sign in to the instance of Dynamics 365 (online) that you want to migrate as a user with the system
administrator security role.
2. Go to Settings > Data Management.
3. Choose Data Encryption.
4. In the Data Encryption dialog box, select Show Encryption Key, in the Current encryption key box select
the encryption key, and copy it to the clipboard.
5. Paste the encryption key in to a text editor, such as Notepad.
WARNING
By default, Dynamics 365 generates a passphrase that is a random collection of Unicode characters. Therefore, you
must save the system-generated passphrase by using an application and file that supports Unicode characters. Some
text editors, such as Notepad use ANSI coding by default. Before you save the passphrase using Notepad, select Save
As, and then in the Encoding list, select Unicode.

6. As a best practice, save the file that contains the encryption key on a computer in a secure location on an
encrypted hard drive.

Request a backup of your organization database
To request a backup of your Dynamics 365 (online) database contact Microsoft Customer Support Services for
Dynamics 365 (online). For contact information, see Contact Technical Support.
IMPORTANT
Obtaining a backup of your Dynamics 365 (online) database isn’t available with Dynamics 365 (online), version 9.x.

Restore the Microsoft Dynamics 365 (online) database
The backup of your Dynamics 365 (online) database must be restored by using a server running the same or a
later version of SQL Server as the database you receive. You will be able to request the version you need before
you receive the database.
Restore the copy of the Dynamics 365 (online) database to a computer running SQL Server in the target Dynamics
365 (on-premises) deployment. To do this, follow the steps here.

IMPORTANT
Your Dynamics 365 (online) database may be encrypted with a certificate. For more information, see “Cannot find server
certificate with thumbprint” error message when you try to restore a Dynamics 365 organization database later in this topic.

Restore a Microsoft Dynamics 365 (online) organization database to SQL Server

1. Open SQL Server Management Studio, and then connect to the appropriate instance of SQL Server.
2. In Object Explorer, right-click Databases, and then click Restore Database.
3. Type the name of a new database in the To database open text box. The database name must include
_MSCRM in the name. For example the database name is Contoso_MSCRM.
4. On the General page, in the Source section, click Device.
5. Click the browse button in the Device option. This opens the Select backup devices window.
6. In the Select backup devices window, click Add to open the Locate Backup File window.
7. Select the file you want to use for the restore operation, and then click OK.
8. Click OK to close the Select backup device window.
9. Mark the checkbox in the Restore column next to the backup set option.
10. Click OK to begin the restore process.

Apply the latest updates to the Dynamics 365 on-premises deployment
You must apply the latest Dynamics 365 (on-premises) updates before you import the Dynamics 365 (online)
database. More information: Microsoft Dynamics CRM 2016 Updates and Hotfixes

Import the Dynamics 365 (online) database into the Dynamics 365 onpremises deployment
How long it takes to complete the import of the organization database depends on several factors. These factors
include the size of the database you are importing, the number of users, and the hardware you use to complete the
import.
NOTE
The procedure described here uses Dynamics 365 Deployment Manager. Deployment Manager is an MMC snap-in that is
included with Dynamics 365 Server. Alternatively, your can run Windows PowerShell commands to complete the import.
More information: Import-CrmOrganization
To import an organization, you must have the Deployment Administrator Microsoft Dynamics 365 role.

Import an organization database using Deployment Manager

1. On the Microsoft Windows Server running the Microsoft Dynamics 365 Server Deployment Tools server
role, start Deployment Manager (DMSnapin.msc).
2. Start the Import Organization Wizard. Right-click Organizations, and then click Import Organization.

NOTE
You will receive a message if you attempt to import into a Dynamics 365 (on-premises) version that allows only one
organization per deployment. The message notifies you that proceeding will deactivate, but not delete, the existing
organization.

3. Select the SQL Server and database. In the Select SQL Server window, select the SQL Server where the
organization database is restored in the SQL Server list, and then select the organization database in the
Organization database list. Click Next.
4. Specify the organization name. Enter the display name and name for the organization in the Specify the
Organization Settings window. The Display name will appear in Dynamics 365 applications. The Unique
Database name will be used as the database name in SQL Server and will also be used to construct the
URL for client applications. Notice that the values you enter don’t need to match the names that you used
with Dynamics 365 (online). Click Next.
5. Specify the SQL Server Reporting Services server. In the Specify Reporting Services Server window, type
the Reporting Services server URL for the organization in the Report Server URL field. Click Next.
6. Select the method for mapping users. Map users from the Dynamics 365 (online) deployment to the
Dynamics 365 (on-premises) deployment. Users must already exist in Active Directory for the Dynamics
365 (on-premises) deployment. The Import Organization Wizard does not create the users automatically. To
complete the mappings, the user running the import operation must be mapped to a user in Dynamics 365.
For more information about how to map users, see Import an organization.
7. In the System Checks window you receive the results of several environment diagnostic checks. If you
receive a red alert, the issue must be resolved prior to completing the wizard. If you receive a yellow
warning, you may proceed with the import. Click Next.
Due to versioning differences between Dynamics 365 (online) and Dynamics 365 (on-premises), you may
receive a warning. This warning is expected and in most cases shouldn’t prevent the import from
completing. After you successfully complete the steps in this document, the versioning will be correct.
8. Begin the import. In the Ready to Import window, verify that the information is correct, and then click
Import.
9. Complete the import. After the import is complete, the Import Organization window appears. Click View
the log file to view the log file that is created during the import. If the import is successful, click Finish.
The import log is stored in the C:\Documents and Settings\\Application Data\Microsoft\MSCRM\Logs
folder.
10. Activate encryption
a. As a user with System Administrator security role privileges, sign-in to the organization that was just
imported, then go to Settings > Data Management.
b. Choose Data Encryption.
c. In the Activate Encryption Key box enter the encryption key that you copied earlier, and then select
Activate.
d. Select OK in the confirmation message and then choose Close to exit the Data Encryption page.
e. We recommend that you copy the key to a safe place.

“Cannot find server certificate with thumbprint” error message when

you try to restore a Dynamics 365 organization database
When you try to restore a Dynamics 365 organization database, you may receive the following error message.
An exception occurred while executing a Transact-SQL statement or batch. (Microsoft.SqlServer.ConnectionInfo)
Additional Information: Cannot find server certificate with thumbprint.
This error message occurs because the database that is to be restored is using Transparent Data Encryption (TDE ).
A certificate must be present to restore the database.
To resolve this issue, follow these steps.
1. Obtain the certificate. Dynamics 365 (online) customers receive the certificate as part of the power of choice
backup of your database. Additional instructions may also be included.
2. Execute the following SQL statements in the order specified to import the certificate where:
CustomerGeneratedStrongPassword is the password you want to use to create the master key.
DomainName, GUID, .cer, .pvk, and Certificate secured password provided are values that are
included in the information sent to you from Microsoft for importing the TDE certificate.
use master
GO
/* Check if DMK (##MS_DatabaseMasterKey##) exists. */
select * from sys.symmetric_keys
GO
/* If key does not exist, create database master key */
CREATE MASTER KEY ENCRYPTION BY PASSWORD = ''
GO
/* Verify that the database master key is created */
select * from sys.symmetric_keys
GO
/* Import the certificate provided for TDE Database backup. TDE certificate name will also be provided
in email */
CREATE CERTIFICATE LTOP__ FROM FILE = 'D:\<>_1.cer' WITH PRIVATE KEY (FILE = 'D:\
<>_1.pvk', DECRYPTION BY PASSWORD = '')

3. Restore the organization database. To do this, see Restore the Microsoft Dynamics 365 (online) database.
IMPORTANT
We strongly recommend that you store your TDE certificate in a secure location. If the certificate is lost and the database is
encrypted, you will lose your data. For more information about TDE encryption, see Move a TDE Protected Database to
Another SQL Server.

Manage the encryption keys
8/24/2018 • 8 minutes to read • Edit Online

Applies to Dynamics 365 (online), version 8.x
All instances of Dynamics 365 (online) use SQL Server Transparent Data Encryption (TDE ) to perform real-time
encryption of data when written to disk, also known as encryption at rest.
By default, Microsoft stores and manages the database encryption keys for your instances of Dynamics 365
(online) so you don’t have to. The manage keys feature in the Dynamics 365 admin center gives administrators the
ability to self-manage the database encryption keys that are associated with instances of Dynamics 365 (online).
IMPORTANT
Self-managed database encryption keys are only available in the December 2016 Update for Dynamics 365 (online) and may
not be made available for later versions.

Introduction to key management
With Dynamics 365 (online) key management, administrators can provide their own encryption key or have an
encryption key generated for them, which is used to protect the database for an instance.
The key management feature supports both PFX and BYOK encryption key files, such as those stored in a
hardware security module (HSM ). To use the upload encryption key option you need both the public and private
encryption key.
The key management feature takes the complexity out of encryption key management by using Azure Key Vault to
securely store encryption keys. Azure Key Vault helps safeguard cryptographic keys and secrets used by cloud
applications and services. The key management feature doesn’t require that you have an Azure Key Vault
subscription and for most situations there is no need to access encryption keys used for Dynamics 365 (online)
within the vault.
The manage keys feature lets you perform the following tasks.
Enable the ability to self-manage database encryption keys that are associated with Dynamics 365 (online)
instances.
Generate new encryption keys or upload existing .PFX or .BYOK encryption key files.
Lock a Dynamics 365 (online) instance.
Cau t i on

You should never lock an instance as part of your normal business process. While a Dynamics 365 (online)
instance is locked it takes the instance completely offline and it cannot be accessed by anyone, including
Microsoft. Additionally, services such as synchronization and maintenance are all stopped. An appropriate
reason why you would lock an instance is when you move your database from online to on-premises.
Locking the instance can make sure that your online data is never accessed again by anyone.
A locked instance can’t be restored from backup.
Unlock a Dynamics 365 (online) instance. To unlock a locked instance of Dynamics 365 (online), you must
upload the encryption key that was used to lock it. While a Dynamics 365 (online) instance is locked, it
cannot be accessed by anyone.

Understand the potential risk when you manage your keys
As with any business critical application, personnel within your organization who have administrative-level access
must be trusted. Before you use the key management feature, you should understand the risk when you manage
your database encryption keys. It is conceivable that a malicious administrator (a person who is granted or has
gained administrator-level access with intent to harm an organization's security or business processes) working
within your organization might use the manage keys feature to create a key and use it to lock a Dynamics 365
(online) instance. Consider the following sequence of events.
1. The malicious administrator signs in to the Dynamics 365 admin center, goes to the edit page for an
instance, and then generates a new encryption key to use to encrypt the instance. As part of the key
generation, the malicious Dynamics 365 administrator downloads the encryption key.
2. The malicious administrator locks the associated Dynamics 365 (online) instance and takes or deletes the
encryption key that was used to lock the instance.
IMPORTANT
To prevent the malicious administrator from interrupting the business operations by locking the database, the managed keys
feature does not allow the database to be locked for 72 hours after the encryption key is changed. Additionally, anytime an
encryption key is changed for a Dynamics 365 (online) instance, all Dynamics 365 (online) administrators receive an email
message alerting them of the key change. This provides up to 72 hours for other administrators to roll back any
unauthorized key changes.

Key management requirements
Privileges required
To use the manage keys feature you need one of the following privileges:
Office 365 Global Administrators membership.
Office 365 Service Administrators group membership.
System Administrator security role for the instance of Dynamics 365 (online) that you want to manage the
encryption key.
Subscription requirements
The ability to self-manage database encryption keys requires either Dynamics 365 Customer Engagement Plan or
Dynamics 365 Plan.
Encryption key requirements
If you provide your own encryption key, your key must meet these requirements that are accepted by Azure Key
Vault.
The encryption key file format must be PFX or BYOK.
2048-bit RSA or RSA-HSM key type.
PFX encryption key files must be password protected.
For more information about the key types supported by Key Vault by uploading the file in the Dynamics 365 admin
center. Only the encrypted version of your key leaves the original workstation. For more information about
generating and transferring an HSM -protected key over the Internet see How to generate and transfer HSM protected keys for Azure Key Vault.

Key management tasks

The following sections describe the tasks you can perform when you choose to self-manage the database
encryption key for one or more instances.
Set or change the encryption key for an instance
Use this procedure to set the manage key feature the first time for an instance or to change an encryption key for
an already self-managed instance.
1. Sign in to the Office 365 Admin center.
2. Expand Admin centers, and then click Dynamics 365.
3. Click Instance, select the instance where you want to manage the database encryption key, and then click
Edit.
4. Under database encryption settings, click manage key.

5. Review the message that appears and if you want to manage your own database encryption key for the
instance, click ok.
6. By default, the name for the key is InstanceName Encryption Key. Leave the key name or change it and then
click either new or upload.

new
Click new to have a .PFX encryption key generated for you that will be used to encrypt the database.
1. When you are prompted, enter the password that will be used for the encryption key.
2. To use the key for the instance, click **Yes**.
3. When you're prompted to save the private key, save it to a secure location. The key generated is RSA SHA256
2048-bit. We strongly recommend that you back up the key and save the password to a secure location.
4. Click **close** to close the manage your database encryption key dialog box.

upload
Click upload to provide your own password protected PFX or BYOK encryption key file.
1. Browse
encryption
export the
encryption

for and add your own key that has been exported from your local hardware security module (HSM) or
key application. For BYOK encryption key files, make sure you use the subscription id when you
encryption key from your local HSM. Click **Uploading a BYOK file?** on the **manage you database
key** dialog box to find your subscription id.

2. If you’re sure you want to change the encryption key, click **yes**.
3. Enter a password for the key, and click **ok**.
4. Click **close** to close the manage your database encryption key dialog box.
5. An email message is sent to all [!INCLUDE[pn_crm_online_shortest](../includes/pn-crm-online-shortest.md)]
administrators in your organization. This occurs whenever a key is changed for an instance.

Notice that the key name you specified to manage database encryption settings now appears under Current
Encryption Key.

Revert a managed encryption key
Reverting a managed key configures the instance back to the default behavior where Microsoft manages the
encryption key for you.
From the Dynamics 365 admin center, click Instance, select the instance that you want to revert, and then
click Edit.
Under database encryption settings, click manage key.
Click revert.
To revert the instance back to Microsoft-managed key encryption, click yes.
Click close to close the manage your database encryption key dialog box.
Lock an instance
A locked instance remains inaccessible to everyone, including Microsoft, until a tenant administrator in your
organization unlocks it by using the key that was used to lock it.
Cau t i on

While a Dynamics 365 (online) instance is locked it takes the instance completely offline and it cannot be accessed
by anyone, including Microsoft. Additionally, services such as synchronization and maintenance are all stopped.
You should never lock an instance as part of your normal business process. A common reason why you would lock
an instance is when you move your database from online to on-premises. Locking the instance can make sure that
your online data is never access again by anyone.
A locked instance can’t be restored from backup.
1. From the Dynamics 365 admin center, click Instance, select the instance that you want to lock, and then
click Edit.

2. Under database encryption settings, click manage key.
3. Click lock instance.
4. Enter the name as it appears in the dialog box to confirm that you understand the risks with locking an
instance, and then click upload.
5. Browse for and select the encryption key file that was used to encrypt the instance, and then click Open.
6. Enter the password for the key, and then click ok.
7. To lock the instance, click yes.
8. Click close to close the manage your database encryption key dialog box.
Unlock a locked instance
To unlock an instance, you must provide the encryption key and password that was used to lock the instance.
1. From the Dynamics 365 admin center, click Instance, select the instance that you want to unlock, and then
click Edit.
2. Under database encryption settings, click manage key.
3. Click unlock instance.

4. Browse for and select the encryption key that was used to encrypt the instance, and then click Open.
5. Enter the password for the key, and then click ok.
6. Click close to close the manage your database encryption key dialog box.
See also
SQL Server: Transparent Data Encryption (TDE )

Troubleshooting: Unblock required URLs
8/24/2018 • 2 minutes to read • Edit Online

Applies to Dynamics 365 (online), version 9.x
Applies to Dynamics 365 (online), version 8.x
Dynamics 365 (online) uses several Microsoft URLs to help provide security, services, and features. However, your
computer or your organization’s computer network may block access to some of these URLs. Blocking any of the
required URLs will cause Dynamics 365 (online) to operate incorrectly or not at all.
You may see a network or server error message if your computer or your organization's network blocks the URLs
you need. The error message might look like one of these:
"The specified Dynamics 365 Server address (URL ) is not responding. Ask your administrator to verify that
the server is turned on, and then try again."
"There is a problem communicating with the Dynamics 365 Server. The server might be unavailable."
You can unblock these URLs on your computer by adding them to a list of approved sites in your browser.
IMPORTANT
If the following procedure doesn’t unblock the URLs required for Dynamics 365, ask your system administrator to unblock
the URLs on the organization’s network.

Unblock Dynamics 365 URLs in Internet Explorer
1. On the Explorer bar, click or tap the Tools icon (the white gear shape), and then click or tap Internet
options.
2. Click or tap the Security tab > Trusted sites > Sites.
3. In Add this website to the zone, type the URL for your Dynamics 365 (online) organization. For example,
https://contoso.crm.dynamics.com
4. Click or tap Add > Close > OK.
For a list of other URLs you may need to add to unblock, see Internet accessible URLs required for Microsoft
Dynamics CRM Online

Datacenter regions
8/24/2018 • 2 minutes to read • Edit Online

Applies to Dynamics 365 (online), version 9.x
Applies to Dynamics 365 (online), version 8.x
Dynamics 365 (online) is being hosted in datacenters in more and more regions. After Dynamics 365 (online)
becomes available in a new region, the following apply:
For new Dynamics 365 (online) organizations, the datacenter will be aligned with the country/region you
selected during sign-up.
For existing Dynamics 365 (online) organizations, Microsoft will soon accommodate migrations to
datacenters in the new region when requested by the customer as long as the Dynamics 365 (online)
organization meets certain business requirements.
The following table lists the newest datacenter regions. Checkout the interactive data map: Where is my data?
DATACENTER REGIONS

SERVICE AREA

INFORMATION

Canada

Canada

About Microsoft Cloud Canada

Germany

Germany

About Microsoft Cloud Germany

India

India

About Microsoft Cloud India

Japan

Japan

About Microsoft Cloud Japan

Oceania

Australia, New Zealand, Fiji

About Microsoft Cloud Australia

Migration process
This is the overall process for migrating to a new datacenter.

Depending on the type of transition, you may be required to go through more steps.
See also
Geo to geo migrations for Dynamics 365 (online)
Products by region
Terminology used in the product and documentation

About the Microsoft Cloud Australia datacenter
8/24/2018 • 14 minutes to read • Edit Online

Applies to Dynamics 365 (online), version 9.x
Applies to Dynamics 365 (online), version 8.x
You may request migration to the Australia datacenter upon datacenter availability (Q1 CY2015).
If you’re an existing Dynamics 365 (online) customer with a billing address mapping to a new data center region,
review the information in this topic to understand the move process.

Australia GEO expansion announcement
What is Microsoft announcing?
Dynamics 365 (online) will become a service within the Australia datacenters with availability in Q1 CY2015.
Dynamics 365 (online) is currently available in 130 markets and 44 languages enabling us to sell side-by-side with
Office 365 in the majority of the markets worldwide. With the inclusion of datacenters in Japan (recently
announced) and Australia, both targeting Q1 CY2015, our global customers will be served by 17 datacenters
covering 6 global regions around the world.
This marks an important step for customers and partners on our cloud journey to serve our customers in
Australia, New Zealand, and Oceania (Australia GEO ). By bringing Dynamics 365 (online) to the local region, we’ll
be able to serve our customers more effectively and with better performance while also ensuring compliance with
local requirements.
What prompted Microsoft to undertake this geographic expansion of Dynamics 365 (online )?
In order to better serve customer needs for data residency and reduced latency, we continually evaluate where we
should expand availability around the world. We are committed to long-term investment in Dynamics 365 (online)
and expansion over time.
This global expansion will enable us to deliver on the promise of increasing sales productivity while allowing our
customers to sell effectively, market smarter, and provide care everywhere to offer amazing experiences to their
customers.
What are the future geographic expansion plans for Dynamics 365 (online )?
Geographic expansion of Dynamics 365 (online) is a high priority and we’re constantly evaluating market needs.
While we have no additional information or specifics on future plans to announce at this time, we will update if and
when we have something to share.

Datacenter overview
Where are the datacenters located in the Australia Geo?
The Dynamics 365 (online) Australia Geo will consist of datacenters in the Australia East Region (New South
Wales) and the Australia Southeast Region (Victoria).
What does this announcement mean for customers in the Australia Geo?
Microsoft is committed to meeting the growing demand for reliable and connected devices and services for our
customers around the globe. We have heard loud and clear that our customers in the Australia Geo need locally
delivered services. The growth of Dynamics 365 (online) in the Australia Geo means we can better serve the needs
of these customers in three ways:

Most customer data will be kept within Australia, except for Azure Active Directory data*, helping customers
meet data residency requirements.
Customers who deploy applications to the new Australia datacenters enjoy improved performance within
the Australia Geo as network latency is reduced.
Our expansion in the Australia Geo also provides customers with the same level of high availability and
redundancy as with our datacenters in other countries/regions. Customers in Australia, New Zealand, and
Oceania will enjoy the benefit of a financially backed 99.9% service level agreement (SLA) and redundancy
both inside of the primary datacenter where they are deployed as well as to the secondary datacenter in the
Australia geography to help ensure ongoing uptime and protect against a major disaster in a single region.
*The Australia Geo will be considered a separate Geo subject to the same data location commitments we make for
other Geos. For the definition of customer data and details on our data flow maps in Geo, see the Dynamics Trust
Center.
What region will be used for replication of data for the Australia Geo?
Dynamics 365 (online) services deployed in the Australia East Region will replicate data to the Australia Southeast
Region and vice-versa.
For the Australia East and Southeast Region datacenters, access to provisioning resources in these datacenters is
limited, as described here:
For Web Direct, access to the datacenters is based on the country/region set in your Dynamics 365 (online)
account.
If the account country/region is Australia, New Zealand or Fiji, Dynamics 365 (online) resources will
be provisioned in the Australia East and Southeast Region datacenters.
If the account country/region is not Australia, New Zealand, or Fiji, the customer will not be able to
provision Dynamics 365 (online) services in the Australia East and Southeast Region datacenters. To
do so a customer needs to try or purchase Dynamics 365 (online) for an organization located in
Australia, New Zealand or Fiji. The customer can create another Web direct account for organizations
located in Australia, New Zealand and Fiji, with a billing address in any these regions, if they wish to
select and deploy Dynamics 365 (online) services in the Australia East and Southeast Region
datacenters.
For Volume Licensing (VL ) customers, access to the datacenters is based on the country/region in which the
volume license agreement was signed.
If the VL agreement was signed in Australia, New Zealand, or Fiji, the customer will be able to use
Dynamics 365 (online) services in the Australia East and Southeast region datacenters. Accounts
added to the VL agreement will be enabled to use Dynamics 365 (online) in the Australia East and
Southeast Region datacenters.
VL customers can also create a secondary deployment in Australia, New Zealand, or Fiji under an
existing VL agreement by either signing an enrollment in Australia, New Zealand, or Fiji or by
applying for a multitenant amendment through the local Licensing Specialist.
Web direct and VL customers in Australia will still have the ability to deploy instances in datacenters outside
of Australia – however, you must have a tenant already provisioned in Australia. Under this
multitenant/multi-geo scenario, AU GST will still be applied to instances deployed in other regions.
How do I find what country or region my account is under?
1. Sign in to https://portal.office.com.
2. In the upper-right corner of Office 365 Admin Center, choose your organization.

3. On the Company profile page, your account country/region is listed under Country or region.

Dynamics 365 (online) service overview
Will multi-geo instances be available to customers in Australia?
Multi-geo instances will be supported for Australian customers as long as the tenant is first provisioned in
Australia. For customers who aren’t located in Australia but want to provision an instance of Dynamics 365
(online) within the Australia datacenter, they must first purchase a tenant for an organization located in
Australia and then the tenant will be able to get provisioned in Australia.
Availability of multi-geo instance support will be limited in the initial rollout to a fixed number of eligible
customers upon request, and we will continue to expand over time.
Will the standard Dynamics 365 Online SLA be offered at general availability launch?
Yes, on the date of general availability, the standard 99.9 % financially backed service level agreement (SLA) for
Dynamics 365 (online) will apply, just as it does in our other regions around the world. Note: the SLA for
Dynamics 365 (online) doesn’t cover Microsoft Social Engagement.
What rules govern New Zealand or Oceania customers who want to license affiliates located in Australia?
A New Zealand and Oceania customer may not place orders under its existing agreement for any affiliate located
in Australia, nor grant any affiliate located in Australia administrative rights to manage subscriptions, if the
customer elects to access and use services delivered from datacenters located in Australia. An affiliate located in
Australia that wants to access and use Online Services delivered from our datacenters located in Australia must
enter into its own subscription under its separate Microsoft Online Services Agreement.
Will Microsoft Dynamics Marketing, Social Engagement, and Parature be available in the Australia datacenters?
These services will be available for purchase in the local market but will be delivered outside of the Australia
Datacenters at this time. Note: Dynamics 365 (online) leverages Azure Active Directory and Multi-Factor
Authentication, which don’t offer a region choice to customers.
Will Dynamics 365 be available on Azure Infrastructure as a Service (IaaS ) in Australia?
At this time, Dynamics 365 (online) is only available for Dev/Test scenarios and isn’t supported for production use
cases. Developers can leverage their MSDN subscription and Azure credits for dev/test scenarios. Note: we
recently announced intent to support Dynamics 365 (online) on Azure IaaS but we’re dependent on Azure
Premium Storage availability in each geography. Azure’s Limited Public Preview will only be available in the U.S.
and part of Europe.
Where can I find more about Dynamics 365 (online ) security, data privacy, and compliance?
The Microsoft Dynamics 365 Trust Center will be updated as needed when the Australia Datacenters launch into
general availability.
What data for Dynamics 365 (online ) will be in Australia datacenters at general availability?
For Dynamics 365 (online), we’ll store all customer data, including backups, within the Australia Datacenter. For
any Office 365 services that are running in conjunction with Dynamics 365 (online) those services will follow the
data storage rules for Office 365.
Will Dynamics 365 (online ) be Information Security Registered Assessors Program (IRAP) certified when the
datacenters are live in Australia?
We’re actively investigating IRAP requirements and how they relate specifically to Dynamics 365 (online) and we’ll
share more information at a later date.

Where can I find out more about the physical infrastructure for Dynamics 365 (online )?
Microsoft Cloud Infrastructure and Operations (MCIO ) powers the Microsoft cloud services. MCIO focuses on
smart growth, high reliability, operational excellence, cost-effectiveness, environmental sustainability, and a
trustworthy online experience for customers and partners worldwide.
MCIO delivers the core infrastructure and foundational technologies for Microsoft's 200+ online businesses
including Bing, Outlook.com, MSN, Office 365, Xbox Live, and Dynamics 365 (online). The infrastructure is
comprised of a large global portfolio of datacenters, servers, content distribution networks, edge computing nodes,
and fiber optic networks.

Migration
I have applications and data in an existing Microsoft Dynamics 365 (online ) datacenter. Will I be able to move
those resources to the Australia datacenters?
For Web direct customers, if the account country/region is Australia, New Zealand, or Fiji, the customer will be
eligible to have his instances moved to the Australia East and Southeast region datacenters.
The account country/region can be found in the Office 365 Admin Center.
1. Sign in to https://portal.office.com.
2. In the upper-right corner of Office 365 Admin Center, choose your organization.

3. On the Company profile page, your account country/region is listed under Country or region.
If the account country/region is outside Australia, New Zealand, or Fiji, you’ll need to create another Web
direct account with a billing address in Australia, New Zealand, or Oceania. Once the new account and
tenant are created, you can then request the move of their Dynamics 365 (online) instance and data from
other regions into the Australia region by contacting Dynamics 365 (online) Support. For more information,
see How do I request my instance to be moved to the Australia datacenter? Microsoft reserves the right to
make a unilateral decision to migrate accounts based on multiple conditions.
If you’re a volume license customer and the volume license agreement was signed in Australia, New
Zealand, or Oceania, you’ll be eligible to move applications and data to the Australia East and Southeast
region datacenters and deploy services there.
Accounts added to the volume license agreement are eligible to move applications and data to the Australia
East and Southeast region datacenters and deploy services there.
To provision a tenant in the Australia datacenter, if you have a volume license enrollment outside the
Australia datacenter you will need to sign an enrollment in Australia, New Zealand, or Oceania and then
migrate existing instances to the Australia datacenter.
To move your tenants, instances, and data to the Australia regions, you should contact Dynamics 365
(online) Support for additional information regarding migrating your instances. For more information, see
How do I request my instance to be moved to the Australia datacenter? Microsoft reserves the right to
make a unilateral decision to migrate accounts based on multiple conditions.
For additional guidance regarding multiple tenants and multiple instances, see Multiple online instances or
tenants. This link will be updated with the Dynamics 365 (online) 2015 launch.
How do I request my instance to be moved to the Australia datacenter?
You can request a move to the new Australian datacenter by submitting a technical support incident through the
Office 365 Admin Center.

1. Sign in to https://portal.office.com.
2. Go to Support > Service Requests > +
3. Choose More > Dynamics 365 Online
4. For Feature, select Data Management. For Symptom, select Data Center migration request.
5. Fill in the rest of the information to submit a service request.
A Dynamics 365 (online) support engineer will assist you in verifying required prerequisites and provide
guidance throughout the move process.
How will Microsoft engage with me on the migration?
Once you have been scheduled for migration, a member of the Microsoft Support team will work directly with you
to discuss scheduling and any other issues that may come up during the migration.
If I am scheduled for an update to CRM Online 2015 Update or CRM Online 2015 Update 1, will Microsoft apply
the update at the same time as their migration to the Australia datacenter?
You must be updated to Microsoft Dynamics CRM Online 2015 Update or later prior to migrating to the Australia
datacenter. Customers can schedule their update. For more information, see Manage Dynamics 365 (online)
updates.
If I have both Office 365 services and Dynamics 365 (online ), how will migration be handled?
The migration of each service will be handled separately. For Dynamics 365 (online), you’ll be able to choose their
migration date and time. Microsoft will work with you to schedule the migration. For Office 365 scheduling and
migration, see New datacenter regions for Office 365.
Can I move Office 365 and Dynamics 365 (online ) at the same time?
The move process for each service is handled separately but the Dynamics 365 (online) move can be scheduled to
coincide with the Office 365 Admin Center move if requested.

Pricing and licensing
Will all versions of Dynamics 365 Online be available?
Customers will be able to purchase all licenses that are currently available in market today. Please see local
availability at Microsoft Dynamics CRM Solutions. Global pricing can be found at Microsoft Dynamics Pricing List
How will a customer who has an existing volume license (VL ) agreement outside of Australia be billed if they
add a new tenant to their agreement that resides in Australia?
The additional seats will be invoiced at the same rate on the customer’s invoice. The business desk will need to
provide a multi-tenant amendment to provide an additional tenant in Australia.
Will customers who purchase Dynamics CRM Online and an additional service such as Parature, Dynamics
Marketing, or Microsoft Social Engagement be taxed differently per service?
Microsoft has a datacenter footprint that varies according to each online service offered. Dynamics 365 (online)
will be provisioned and available from datacenters located within Australia, which makes those services subject to
some taxes that do not necessarily apply to tenants located and provisioned outside Australia. Microsoft Social
Engagement has their own datacenter footprint; they’re offered from to customers in Australia from datacenters
outside of Australia. Therefore, these online services are subject to a different tax treatment.

Tax and billing
Will there be any changes on my bill?
New Zealand and Fiji customers will see no changes on their invoices.

For Australia customers, from the general availability date when Dynamics 365 (online) services become available
from Microsoft Australia datacenters, Microsoft will charge all Australian customers an additional amount equal to
the Australian GST for Dynamics 365 (online) services and will issue tax invoices. This change will occur because
Australian GST is payable on taxable supplies of goods and services provided and offered in Australia.
My tenant has not moved to Australia datacenter, why am I being charged Australia Goods and Service Tax
(GST )?
There are various factors that must be considered to determine whether GST is payable on the supply. Australian
GST is payable on taxable supplies of goods and services provided and offered in Australia.

Trials
If I started a trial outside of Australia and before general availability, will I be moved to the Australia datacenter
after general availability?
No. Trials will remain in the geography where they were initiated. You may choose to start a new trial that would
be provisioned in the Australia datacenter.
If I choose to convert a trial to a paid subscription, where the trial was created in a geographic region outside of
Australia prior to general availability, will my subscription tenant and instance be moved to the Australia
datacenter?
No. If you choose to convert a trial that was created in a geographic region outside of Australia before general
availability, your trial will be converted and billed in the geography where it was initiated. Australia GST does not
apply.
If the trial was originally deployed in Australia and converted to a paid subscription, you’ll charged Australia GST.
If you decide you want your instance to be in the Australia datacenter, you’ll need to follow the migration steps
outlined previously. Once you’re moved to Australia, the appropriate billing and tax will be applied.
If a customer creates a trial in the Australia datacenter after general availability, will they be taxed for the trial?
No. Trials are free for 30 days.
Can I create a trial in the Australia datacenter before general availability?
No. You can’t create a trial or move a production instance before general availability.
See also
Office 365 and Dynamics CRM Online now available from datacenters in Australia
New datacenter regions for Dynamics 365 (online)

About the Microsoft Cloud Canada datacenter
8/24/2018 • 6 minutes to read • Edit Online

Applies to Dynamics 365 (online), version 9.x
Applies to Dynamics 365 (online), version 8.x

New Microsoft Cloud Services in Canada
What is Microsoft announcing?
We’re announcing the general availability of Dynamics 365 (online) served from new datacenter regions in
Toronto and Quebec City, joining Azure and Office 365 in providing the trusted Microsoft Cloud in Canada.
Built on foundational principles of security, privacy and control, compliance, and transparency, the Microsoft Cloud
delivers trusted cloud services to enable people and organizations to achieve more. Providing flexible platform and
productivity solutions - Azure, Office 365, and now Dynamics 365 (online) - the local Microsoft Cloud is designed
to fuel innovation and accelerate Canada’s digital transformation.
What is the benefit to customers?
The new local Microsoft Cloud enables data residency for customers in Canada, bringing enterprise-grade
reliability and performance to regulated industries and other businesses. This includes data replication in multiple
regions within Canada for business continuity, reduced network distance, and the option of a private connection to
the cloud with Azure ExpressRoute. The Microsoft Cloud in Canada comes with the same deep commitment to
high availability as our other regions, including a financially backed service level agreement of 99.9%.
For Dynamics 365 (online), data residency means that most customer data will be kept within Canada, except for
Azure Active Directory data. For the definition of customer data and details on our data flow maps in Geo, see the
Microsoft Dynamics 365 Trust Center.
Where are the Microsoft Cloud Canada regions?
The Dynamics 365 (online) Canada Geo will consist of datacenters in Toronto and Quebec City.
How do I find what country or region my account is under?
1. Sign in to https://portal.office.com.
2. In the upper-right corner of the Office 365 admin center menu bar, click your organization.

3. On the Company profile page, your account country/region is listed under Country or region.

Dynamics 365 (online) service overview
Will multi-geo instances be available to customers in Canada?
Yes, multi-geo instances will be supported for Canada. Multi-geo instances are designed for companies with
offices in multiple countries or regions who want to keep core customer data within those countries or regions.
Availability of multi-geo instance support will be limited in the initial rollout to a fixed number of eligible
customers. We'll continue to expand this capacity over time. Read more on how to create and edit multi-geo
instances.

Will the standard Dynamics 365 Online service level agreements be offered?
Yes, the standard Dynamics 365 (online) service level agreements (SLAs) will apply to the Canada regions, just as
they do in our other regions around the world.
NOTE
The SLA for Dynamics 365 (online) doesn't cover Microsoft Social Engagement.

Will Microsoft Dynamics Marketing, Social Engagement, and Parature be available in the Canada datacenters?
These services are available for purchase in Canada, however, these services are provisioned regionally at this
time.
What is the customer experience if I use both Dynamics CRM Online from the Canada regions while using
Microsoft Dynamics Marketing, Microsoft Social Engagement, and Parature from other regions?
The customer experience will be unchanged, the workloads for the other services will simply be provisioned from
other regions.
When will ExpressRoute be available in Canada for Dynamics 365 Online customers, and through which partners?
ExpressRoute is currently available in Canada. View a current list of ExpressRoute locations and partners.
Microsoft is currently working to enable customers to use ExpressRoute with Dynamics 365 (online) from the
Canada regions.
Where can I find more about Microsoft Dynamics 365 (online ) security, data privacy, and compliance?
You can find more information at the Microsoft Dynamics 365 Trust Center.
Where can I find out more about the physical infrastructure for Dynamics 365 (online )?
These services are hosted in the Microsoft cloud infrastructure comprising more than 100 globally distributed
datacenters, edge computing nodes, and service operations centers. This infrastructure is supported by one of the
world’s largest multi-terabit global networks, with an extensive dark fiber footprint that connects them all.
Microsoft provides cloud services to customers 24x7x365, and the Microsoft Cloud Infrastructure and Operations
team designs, builds, operates and helps secure every facet of the infrastructure. Since opening our first datacenter
in 1989, we’ve invested more than $15 billion on our infrastructure and remain focused on delivering reliable,
scalable, and secure online services.

Migration
You may request migration to the Canada datacenter by submitting a technical support request. If you’re an
existing Dynamics 365 (online) customer with a billing address mapping to Canada, review the information in this
topic to understand the move process.
How do I request my instance to be moved to Canada?
You can request a move to the new Canada datacenter by submitting a technical support request through the
Dynamics 365 admin center or by calling Microsoft Support. Please select the Data Management topic and Data
Center Migration Request sub-topic to ensure your request receives the best possible routing. A Dynamics 365
(online) support engineer will assist you in verifying required prerequisites and provide guidance throughout the
move process.

*Customers will be required to go through more steps depending on the type of transition.
How will Microsoft engage with me on the migration?
Once you have been scheduled for migration, a member of the Microsoft Support team will work directly with you
to discuss scheduling and any other issues that may come up during the migration.
If I am scheduled for an update to CRM Online 2015 Update or CRM Online 2015 Update 1, will Microsoft apply
the update at the same time as their migration to the Canada datacenter?
You must be updated to Microsoft Dynamics CRM Online 2015 Update or later prior to migrating to the Canada
datacenter. Customers can schedule their update. For more information, see Manage Dynamics 365 (online)
updates.
If I have both Office 365 services and Dynamics 365 (online ), how will migration be handled?
The migration of each service will be handled separately. For Dynamics 365 (online), you’ll be able to choose their
migration date and time. Microsoft will work with you to schedule the migration. For Office 365 scheduling and
migration, see New datacenter regions for Office 365.
Can I move Office 365 and Dynamics 365 (online ) at the same time?
The move process for each service is handled separately. The Dynamics 365 (online) move can be requested to
coincide with the Office 365 Admin Center move.
If my content is stored in the Canada datacenters, can I access my content for work from locations outside of
Canada?
Yes. If you're outside of Canada and sign in to Dynamics 365 (online) as an authenticated user, you'll be able to
access the relevant data.

Licensing and pricing
Will all versions of Dynamics 365 (online ) be available?
Customers will be able to purchase all licenses that are currently available in the market today. Please see local
availability at Microsoft Dynamics CRM Solutions. Global pricing can be found at Microsoft Dynamics Pricing List.
How will a customer who has an existing volume license agreement outside of Canada be billed if they add a
new tenant to their agreement that resides in Canada?
The additional seats will be invoiced at the same rate on the customer’s invoice. The business desk will need to
provide a multi-tenant amendment to provide an additional tenant in Canada.
If I started a trial outside of Canada and before general availability, will I be moved to the Canada datacenter
after general availability?
No. Trials will remain in the geography where they were initiated. You may choose to start a new trial that will
provision in the Canada datacenter.
If I choose to convert a trial to a paid subscription, where the trial was created in a geographic region outside of
Canada prior to general availability, will my subscription tenant and instance be moved to the Canada
datacenter?
No. If you choose to convert a trial that was created in a geographic region outside of Canada before general
availability, your trial will be converted and billed in the geography where it was initiated. If the trial was originally

deployed in Canada and converted to a paid subscription, it will continue to be deployed in Canada.
If a customer creates a trial in the Canada datacenter after general availability, will they be taxed for the trial?
No. Trials are free for 30 days.
See also
Office 365 datacenters now available in Canada
New datacenter regions for Dynamics 365 (online)

About the Microsoft Cloud Germany datacenter
8/24/2018 • 4 minutes to read • Edit Online

Applies to Dynamics 365 (online), version 8.x
Microsoft Dynamics 365 Germany address the needs of the most regulated customers in Germany, the European
Union (EU ), and the European Free Trade Association (EFTA). The German datacenter delivers services that bring
together the best of Microsoft in productivity, collaboration, intelligence and platform to grow, evolve and
transform your business.
NOTE
Due to the unique nature of Microsoft Dynamics 365 Germany, there are some features that have not yet been enabled. The
key sales, marketing, and service features for Dynamics 365 will be the same as in other regions. However, there may be
external factors that are made available in other clouds, but will not be available to German cloud customers at this time.
Please check back for the latest information.

German Data Residency
Customer Data will be stored at rest in two independent, geographically dispersed datacenter locations in
Germany. Replication of Customer Data across these German datacenters ensures data remains in Germany even
in backup, business continuity, and disaster recovery scenarios.
Customer Data means all data that are provided to Microsoft by, or on behalf of the customer through the use of
Dynamics 365.
Note the following:
Customer Data is stored at rest in Germany
Access control is through a German Data Trustee.
All security and compliance capabilities of Dynamics 365 are included.

German Data Trustee
The German Data Trustee controls access to Customer Data by anyone except the customer or the customer’s end
users. This means that access to Customer Data or the infrastructure on which Customer Data resides for
performing operational tasks must be granted and supervised by the German Data Trustee, or else directly by the

customer.
The German Data Trustee may also perform non-data specific tasks related to day-to-day datacenter operations.

Germany Service Delivery
The following describe current and planned service availability. We will continue to add more services as they
become available.
Dynamics 365 Germany offers the following online services:
Microsoft Dynamics 365 for Sales
Dynamics 365 for Customer Service
Dynamics 365 Customer Engagement Plan
Customer Engagement Plan is a user subscription that includes Microsoft Dynamics 365 for Sales, Dynamics 365
for Customer Service, Field Service, Project Service, and Team Members. Please note that Dynamics 365 for Field
Service and Dynamics 365 for Project Service Automation cause location data to be transmitted to Bing Maps
outside of Germany.
Coming soon:
Azure ExpressRoute
Some online services or add-ons are not yet offered, such as:
Online services:
Dynamics 365 for Finance and Operations
Dynamics for Financials
Microsoft Flow
Microsoft Social Engagement
Add-ons and Integration
Dynamics 365 - Gamification
Mobile offline synchronization
Relevance Search
Azure Machine Learning integration
Bing Maps integration
Office 365 Groups integration

Power BI integration

Compliancy and certifications
Microsoft Dynamics 365 Germany is built in adherence to the cloud security and compliance standards and
commitments of Dynamics 365.
Microsoft Dynamics 365 Germany is planned to be covered under existing audits.
Uses the same security and controls
Includes ISO 27001, 27018, and SOC 1 and 2
Data centers undergo audits like any other expansion.
The additional Data Trustee controls in Microsoft Dynamics 365 Germany will be evaluated by independent
assessors as part of our annual ISO and SOC.
Microsoft Dynamics 365 Germany includes client software applications that are installed and run on an end user’s
device (“client software applications”), such as Dynamics 365 for Outlook, Dynamics 365 for phones and
Dynamics 365 for tablets, and the Unified Service Desk for Dynamics 365. Client software applications do not
operate exclusively in German data centers and may enable an end user to access online services that are not
German Online Services. For purposes of your agreement with Microsoft, client software applications are not
German Online Services. German Data Residency commitments and access control by German Data Trustee apply
only to the German Online Services.
Apps available in a Microsoft app store are provided by either Microsoft or a third-party app publisher and these
are subject to a separate privacy statement and terms and conditions. Data provided through the use of a
Microsoft app store and any app may be accessible to Microsoft or the third-party app publisher, as applicable,
and transferred to, stored, and processed in the United States or any other country or region where Microsoft or
the app publisher and their affiliates or service providers maintain facilities. Please work with the app publisher to
make sure it meets requirements for your Microsoft Dynamics 365 Germany deployment.

Privacy notice
Mapping functions for Dynamics 365 Customer Engagement Plan
Field Service and Project Service Automation have key functions that rely on location. For example, the location of
Service Accounts (which define where services or tasks take place) or the starting/ending location of Resources
(people performing services or tasks). In order for the system to show these on a map - or to calculate distances
between points - it's necessary to use a mapping service (in this case Bing Maps).
Following is the workflow to and from the Bing Maps service:
FROM DYNAMICS 365

BING MAPS RETURNS

NOTE

Address (account or resource)

Latitude and longitude of the address
(location)

This is referred to as "geo-coding" of an
address.

Set of locations (latitude/longitude)

Distance between locations

This can be used to find optimal routes
for resources or to calculate travel
times.

Set of locations (latitude/longitude)

Map view with the locations as pins on
the map

This is used to view the accounts and
resources in a map view.

NOTE
Aside from the data referenced above, no other data is sent to the Bing Maps service.

See also
Microsoft Azure Germany
New datacenter regions for Dynamics 365 (online)

About the Microsoft Cloud India datacenter
8/24/2018 • 7 minutes to read • Edit Online

Applies to Dynamics 365 (online), version 9.x
Applies to Dynamics 365 (online), version 8.x

New Microsoft Cloud Services in India
What is Microsoft announcing?
We’re announcing the general availability of Dynamics 365 (online) served from new datacenter regions in Pune
and Chennai, joining Azure and Office 365 in providing the trusted Microsoft Cloud in India.
Built on foundational principles of security, privacy and control, compliance, and transparency, the Microsoft Cloud
delivers trusted cloud services to enable people and organizations to achieve more. Providing flexible platform and
productivity solutions Azure, Office 365, and now Dynamics 365 (online), the local Microsoft Cloud is designed to
fuel innovation and accelerate India’s digital transformation.
What is the benefit to customers?
The new local Microsoft Cloud enables data residency for customers in India, bringing enterprise-grade reliability
and performance to regulated industries and other businesses. This includes data replication in multiple regions
within India for business continuity, reduced network distance, and the option of a private connection to the cloud
with Azure ExpressRoute. The Microsoft Cloud in India comes with the same deep commitment to high availability
as our other regions, including a financially backed service level agreement of 99.9%.
For Dynamics 365 (online), data residency means that most customer data will be kept within India, except for
Azure Active Directory data. For the definition of customer data and details on our data flow maps in Geo, see the
Microsoft Dynamics 365 Trust Center.
Where are the Microsoft Cloud India regions?
The Dynamics 365 (online) India Geo will consist of datacenters in Central India (Pune) and South India (Chennai).
How do I find what country or region my account is under?
1. Sign in to https://portal.office.com.
2. In the upper-right corner of the Office 365 admin center menu bar, click your organization.

3. On the Company profile page, your account country/region is listed under Country or region.

Dynamics 365 (online) service overview
Will multi-geo instances be available to customers in India?
Yes, multi-geo instances will be supported for India as long as the tenant is provisioned in India. For customers not
located in India who want to provision an instance of Dynamics 365 (online) within the India datacenter, they must
first purchase a tenant for an organization located in India and then the tenant can be provisioned in India.
Availability of multi-geo instance support will be limited in the initial rollout to a fixed number of eligible
customers. We'll continue to expand this capacity over time. Read more on how to create and edit multi-geo

instances.
Will the standard Dynamics 365 Online service level agreements be offered?
Yes, the standard Dynamics 365 (online) service level agreements (SLAs) will apply to the India regions, just as
they do in our other regions around the world.
NOTE
The SLA for Dynamics 365 (online) doesn't cover Microsoft Social Engagement.

Will Microsoft Dynamics Marketing, Social Engagement, and Parature be available in the India datacenters?
These services are available for purchase in India, however, these services are provisioned regionally at this time.
What is the customer experience if I use both Dynamics CRM Online from the India regions while using
Microsoft Dynamics Marketing, Microsoft Social Engagement, and Parature from other regions?
The customer experience will be unchanged, the workloads for the other services will simply be provisioned from
other regions.
When will ExpressRoute be available in India for Dynamics 365 Online customers, and through which partners?
ExpressRoute is currently available in India. View a current list of ExpressRoute locations and partners. Microsoft is
currently working to enable customers to use ExpressRoute with Dynamics 365 (online) from the India regions.
Where can I find more about Microsoft Dynamics 365 (online ) security, data privacy, and compliance?
You can find more information at the Microsoft Dynamics 365 Trust Center.
Where can I find out more about the physical infrastructure for Dynamics 365 (online )?
These services are hosted in the Microsoft cloud infrastructure comprising more than 100 globally distributed
datacenters, edge computing nodes, and service operations centers. This infrastructure is supported by one of the
world’s largest multi-terabit global networks, with an extensive dark fiber footprint that connects them all.
Microsoft provides cloud services to customers 24x7x365, and the Microsoft Cloud Infrastructure and Operations
team designs, builds, operates and helps secure every facet of the infrastructure. Since opening our first datacenter
in 1989, we’ve invested more than $15 billion on our infrastructure and remain focused on delivering reliable,
scalable, and secure online services.

Migration
You may request migration to the India datacenter by submitting a technical support request. If you’re an existing
Dynamics 365 (online) customer with a billing address mapping to India, review the information in this topic to
understand the move process.
How do I request my instance to be moved to India?
You can request a move to the new India datacenter by submitting a technical support request through the
Dynamics 365 admin center or by calling Microsoft Support. Please select the Data Management topic and Data
Center Migration Request sub-topic to ensure your request receives the best possible routing. A Dynamics 365
(online) support engineer will assist you in verifying required prerequisites and provide guidance throughout the
move process.

*Customers will be required to go through more steps depending on the type of transition.
How will Microsoft engage with me on the migration?
Once you have been scheduled for migration, a member of the Microsoft Support team will work directly with you
to discuss scheduling and any other issues that may come up during the migration.
If I am scheduled for an update to CRM Online 2015 Update or CRM Online 2015 Update 1, will Microsoft apply
the update at the same time as their migration to the India datacenter?
You must be updated to Microsoft Dynamics CRM Online 2015 Update or later prior to migrating to the India
datacenter. Customers can schedule their update. For more information, see Manage Microsoft Dynamics CRM
Online Updates.
If I have both Office 365 services and Dynamics 365 (online ), how will migration be handled?
The migration of each service will be handled separately. For Dynamics 365 (online), you’ll be able to choose their
migration date and time. Microsoft will work with you to schedule the migration. For Office 365 scheduling and
migration, see New datacenter regions for Office 365.
Can I move Office 365 and Dynamics 365 (online ) at the same time?
The move process for each service is handled separately. The Dynamics 365 (online) move can be requested to
coincide with the Office 365 Admin Center move.
If my content is stored in the India datacenters, can I access my content for work from locations outside of
India?
Yes. If you're outside of India and sign in to Dynamics 365 (online) as an authenticated user, you'll be able to access
the relevant data.

Licensing and pricing
Will all versions of Dynamics 365 (online ) be available?
Customers will be able to purchase all licenses that are currently available in the market today. Please see local
availability at Microsoft Dynamics CRM Solutions. Global pricing can be found at Microsoft Dynamics Pricing List.
How will a customer who has an existing volume license agreement outside of India be billed if they add a new
tenant to their agreement that resides in India?
The additional seats will be invoiced at the same rate on the customer’s invoice. The business desk will need to
provide a multi-tenant amendment to provide an additional tenant in India.
If I started a trial outside of India and before general availability, will I be moved to the India datacenter after
general availability?
No. Trials will remain in the geography where they were initiated. You may choose to start a new trial that will
provision in the India datacenter.
If I choose to convert a trial to a paid subscription, where the trial was created in a geographic region outside of
India prior to general availability, will my subscription tenant and instance be moved to the India datacenter?
No. If you choose to convert a trial that was created in a geographic region outside of India before general
availability, your trial will be converted and billed in the geography where it was initiated. If the trial was originally
deployed in India and converted to a paid subscription, it will continue to be deployed in India.

If a customer creates a trial in the India datacenter after general availability, will they be taxed for the trial?
No. Trials are free for 30 days.
See also
Announcing the availability of Office 365 from local datacenters in India
New datacenter regions for Dynamics 365 (online)

About the Microsoft Cloud Japan datacenter
8/24/2018 • 7 minutes to read • Edit Online

Applies to Dynamics 365 (online), version 9.x
Applies to Dynamics 365 (online), version 8.x
You may request migration to the Japan datacenter upon datacenter availability (March 2015).
If you’re an existing Dynamics 365 (online) customer with a billing address mapping to a new data center region,
review the information in this topic to understand the move process:

Japan GEO expansion announcement
What is Microsoft announcing?
Dynamics 365 (online) is now available as a service within the Japan datacenters.
In addition, Dynamics 365 (online) is currently available in 130 markets and 44 languages enabling us to sell sideby-side with Office 365 in the majority of the markets worldwide. With the inclusion of Japan, our global
customers will now be served from datacenters in 5 global regions around the world.
This marks an important step for on our cloud journey to serve our customers and partners in Japan (Japan GEO ).
By bringing Dynamics 365 (online) to the local region we will be able to serve our customers more effectively and
with better performance while also ensuring compliance with local requirements.
What prompted Microsoft to undertake this geographic expansion of Dynamics 365 (online )?
In order to better serve customer needs for data residency and reduced latency, we continually evaluate where we
should expand availability around the world. We are committed to long-term investment in Dynamics 365 (online)
and expansion over time.
Dynamics 365 (online) is currently available in 130 markets and 44 languages enabling us to sell side-by-side with
Office365 in the majority of the markets around the globe.
This global expansion will enable us to deliver on the promise of increasing sales productivity while allowing our
customers to sell effectively, market smarter, and provide care everywhere to offer amazing experiences to their
customers.
What are the future geographic expansion plans for Dynamics 365 (online )?
Geographic expansion of Dynamics 365 (online) is a high priority and we’re constantly evaluating market needs.
While we have no additional information or specifics on future plans to announce at this time, we will update if and
when we have something to share.

Datacenter overview
Where are the datacenters located in the Japan Geo?
The Dynamics 365 (online) Japan Geo will consist of datacenters in the Japan East and Japan West.
Will the standard Dynamics 365 (online ) SLA be offered at general availability launch?
Yes, on the date of general availability, the standard 99.9% financially backed SLA for Dynamics 365 (online) will
apply, just as it does in our other regions around the world. Note: the SLA for Dynamics 365 (online) does not
cover Microsoft Social Engagement.
Do existing Dynamics 365 (online ) customers have the choice to keep their service from being moved to the

Japan Datacenters?
Existing Dynamics 365 (online) customers will remain in the datacenters where they are currently deployed unless
they request to be moved. Microsoft reserves the right to make a unilateral decision to migrate accounts based on
multiple conditions. All new customers purchasing Dynamics 365 (online) in Japan will be provisioned within the
Japan datacenter.
How do I request my instance to be moved to the Japan datacenter?
You can request a move to the new Japan datacenter by submitting a technical support incident through the Office
365 Admin Center.
1. Sign in to https://portal.office.com.
2. Go to Support > Service Requests > +
3. Choose More > Dynamics 365 Online
4. For Feature, select Data Management. For Symptom, select Data Center migration request.
5. Fill in the rest of the information to submit a service request.
A Dynamics 365 (online) support engineer will assist you in verifying required prerequisites and provide guidance
throughout the move process.
How will Microsoft engage with me on the migration?
Once you have been scheduled for migration, a member of the Microsoft Support team will work directly with you
to discuss scheduling and any other issues that may come up during the migration.
If I am scheduled for an update to Microsoft Dynamics CRM Online 2015 Update or CRM Online 2015 Update 1,
will Microsoft apply the update at the same time as their migration to the Japan datacenter?
You must be updated to Microsoft Dynamics CRM Online 2015 Update or later before migrating to the Japan
datacenter. Customers can schedule their update. For more information, see Manage Microsoft Dynamics 365
(online) Updates.
If I have both Office 365 services and Dynamics 365 (online ), how will migration be handled?
The move of each service will be handled separately and customers will be fully supported even if one service has
been moved and the other has not. For Dynamics 365 (online), customers will be able to choose their move date
and time. Microsoft will work with the customer to schedule the move. For Office 365, customers will be notified
through the message center about the move timeline, but the large number of existing customers means that
individual scheduling is not possible. For Office 365 scheduling and migration, see New datacenter regions for
Office 365.
Can I move Office 365 and Dynamics 365 (online ) at the same time?
The move process for each service is handled separately, but the Dynamics 365 (online) move can be scheduled to
coincide with the Office 365 Admin Center move if requested.
Will multi-geo instances be available to customers in Japan?
Multi-geo instances will be supported for Japan. Availability of multi-geo instance support will be limited in the
initial rollout to a fixed number of eligible customers upon request, and we’ll continue to expand over time.
For additional guidance regarding multiple tenants and multiple instances, see Multiple online instances or
tenants. This link will be updated with the Microsoft Dynamics CRM Online 2015 Update launch.
How will this affect Dynamics 365 (online ) users or partners?
Regardless of where Dynamics 365 (online) is provisioned, you’ll have the ability to determine which of your users
will have access to those services based on how you configure Dynamics 365 (online).
Will Dynamics 365 (online ) be available on Azure Infrastructure as a Service (IaaS ) in Japan?

At this time Dynamics 365 (online) is only available for dev/test scenarios and isn’t supported for production use
cases. Developers can leverage their MSDN subscription and Azure credits for dev/test scenarios. Note: we
recently announced intent to support Dynamics 365 (online) on Azure IaaS but we are dependent on Azure
Premium Storage availability being available in each geographic region. Azure’s Limited Public Preview will only
be available in the U.S. and part of Europe. We do not have any additional information regarding other geos or
general availability at this time.
Where can I find more about Dynamics 365 (online ) security, data privacy, and compliance?
The Dynamics 365 (online) Trust Center will be updated as needed when the Japan datacenters launch into general
availability. To see the current version of the Trust Center, see: Microsoft Dynamics 365 Trust Center.
Will Microsoft Dynamics Marketing, Social Engagement, and Parature, from Microsoft be available in the Japan
datacenters?
These services will be available for purchase in the local market but will be delivered outside of the Japan
datacenters at this time. Note: Dynamics 365 (online) leverages Azure Active Directory and Multi-Factor
Authentication, which don’t offer a region choice to customers.

Pricing
How will billing be handled for customers whose instances are moved from an existing tenant located outside of
Japan to a new tenant in Japan?
Billing is related to the country/region where the customer signs up for the Dynamics 365 (online) service, not
where the service is deployed.
Will all versions of Dynamics 365 (online ) be available?
You’ll be able to purchase all licenses that are currently available in the market today. For more information, see:
Microsoft Dynamics 365 Pricing List.
See also
Office 365 now available from datacenters in Japan
Japan datacenter - Office 365 FAQ
New datacenter regions for Dynamics 365 (online)

Geo to geo migrations
8/24/2018 • 3 minutes to read • Edit Online

Applies to Dynamics 365 (online), version 9.x
Applies to Dynamics 365 (online), version 8.x
We continue to open new datacenter regions for Dynamics 365 (online) for business services, and to add
datacenters to existing regions.
The Geo Migration feature for Dynamics 365 (online) will allow customers to move their instances in a single
tenant from one region to another. There are no user-interface changes or version changes as part of this move. In
the case of a Dynamics 365 (online) instance residing in an Office 365 instance in a single tenant, moving the
Dynamics 365 (online) instance doesn’t move the Office 365 instance; they are separate services. Your Dynamics
365 (online) instance will still appear in your tenant alongside the Office 365 instance.
IMPORTANT
For versions prior to Dynamics 365 (online), version 9.0, you can move individual Dynamics 365 (online) instances from one
geographical region to another. When you do so, your tenant becomes a multiregional tenant. Regional features are enabled
in the Dynamics 365 admin center.
To request a regional migration, please contact your account manager or see Technical Support.
Dynamics 365 (online), version 9.0 does not currently support regional migration. Check back later for availability.

Impact of migrating
Moving an instance to a different region changes your tenant to be multiregional - enabling regional features in
the Dynamics 365 admin center.
The other significant change is to your organization URL. Each of the Dynamics 365 (online) regional datacenters
has a unique identifier in the URL. When your organization is moved from one regional datacenter to another this
identifier will change. For example:
South America (LATAM/SAM ) = .crm2.dynamics.com
Canada (CAN ) = .crm3.dynamics.com
Europe, Middle East, Africa (EMEA) = .crm4.dynamics.com
Asia Pacific (APAC ) = *.crm5.dynamics.com
Australia (OCE ) = *.crm6.dynamics.com
Japan (JPN ) = *.crm7.dynamics.com
India (IND ) = *.crm8.dynamics.com
United Kingdom (UK) = *.crm11.dynamics.com
More information: Direct sign in to Dynamics 365 (online) and Discover the URL for your organization using the
Organization Service
For example, if your existing organization URL is https://myorg.crm5.dynamics.com and you request it to be
moved to Australia, the new organization URL will be https://myorg.crm6.dynamics.com.

You’ll need to update any direct references to your Dynamics 365 (online) organization URL.
NOTE
Organization URLs must be unique. If your organization name has already been reserved in the destination datacenter, it
won’t be available. In the unlikely event this happens, we will work with you to decide how to proceed.

To see the datacenter regions, go to Where is my data? and then click Select Your Region.
The following topics have information that could be helpful to understand the move process:
New datacenter regions for Dynamics 365 (online)
About Microsoft Cloud Australia
About Microsoft Cloud Canada
About the Microsoft Cloud Germany datacenter
About Microsoft Cloud Japan
About Microsoft Cloud India

How the move works
You’ll be provided with a list of prerequisites and post-requisites for your migration. For more information,
download Geo to geo migration information for CRM Online. The following table describes what Microsoft does
before, during, and after your move.

What Microsoft does

BEFORE THE MOVE

DURING THE MOVE

AFTER THE MOVE

Notification

Cut-over

Notification and support

Your support representative
or Account Manager will
work with you to request a
move and scheduling.

Cut-over times for each
service depend on the
number of users and the
amount of data. This step
can take 1 to 6 hours for
smaller organizations, but
may take up to 48 hours for
large organizations. The cutover is done during the
evening or over a weekend.

You will be alerted by email
or telephone when your
instance is migrated to the
new datacenter.

There is a step that will
require your involvement,
which is to re-enter the
encryption key in Dynamics
365 (online). This can
happen at a time that suits
you but the migration
process will be on hold until
you complete this action.

After your geo has migrated
you can perform the post
requisite steps - primarily
changing your new URLs
with any associated
Dynamics 365 plugins or
services.

We will adhere to the terms of the Microsoft Online Services Service Level Agreement for all moves.
See also
Dynamics 365 (online) terminology
Add and edit multiregional instances
Manage Microsoft Dynamics 365 (online) instances

Set up an organization
9/27/2018 • 2 minutes to read • Edit Online

Applies to Dynamics 365 (online), version 9.x
Applies to Dynamics 365 (online), version 8.x
This section describes how to set up your Dynamics 365 organization. You will learn about managing business
units and sites, adding resources and selecting language options.
See also
Terminology used in the product and documentation

Regional and other business management settings
8/24/2018 • 2 minutes to read • Edit Online

Applies to Dynamics 365 (online), version 9.x
Applies to Dynamics 365 (online), version 8.x
This section covers configuring regional settings for everyone in your organization.

Customize regional options
8/24/2018 • 2 minutes to read • Edit Online

Applies to Dynamics 365 (online), version 9.x
Applies to Dynamics 365 (online), version 8.x
You can customize how numbers, currencies, times, and dates appear to everyone in your organization.
1. Make sure you have the System Administrator security role or equivalent permissions in Microsoft
Dynamics 365.
Check your security role
a. Follow the steps in View your user profile.
b. Don’t have the correct permissions? Contact your system administrator.
2. Go to Settings > Administration.
3. Click System Settings.
4. Click the Formats tab.
5. From the Current Format list, select the language and country or region, and then click Customize.
6. In the Customize Regional Options dialog box, you can change the default settings for the selected
format. View how the changes will look in the preview boxes.
Click the Number tab to change the decimal symbol, digit grouping symbol, digit groups, and
negative numbers.
Click the Currency tab to change the currency format, negative currency amounts, and number of
decimal places.
Click the Time tab to change the time format, time separator, and notation for morning and
afternoon.
Click the Date tab to set the type of calendar, first day of the week, first week of the year, formats for
long and short dates, and whether or not to show week numbers in calendar views.
Click Apply to apply the changes and continue working in the dialog box, or click OK to save the
changes and close the dialog box.
7. Click OK.
See also
System Settings dialog box - Formats tab

Manage transactions with multiple currencies
8/24/2018 • 2 minutes to read • Edit Online

Applies to Dynamics 365 (online), version 9.x
Applies to Dynamics 365 (online), version 8.x
Currencies determine the prices for products in the product catalog and the cost of transactions, such as sales
orders. If your customers are spread across geographies, add their currencies in Dynamics 365 to manage your
transactions. Add the currencies that are most appropriate for your current and future business needs.

Add a currency
1. Make sure you have the System Administrator security role or equivalent permissions in Microsoft
Dynamics 365.
Check your security role
Follow the steps in View your user profile.
Don’t have the correct permissions? Contact your system administrator.
2. Go to Settings > Business Management.
3. Click Currencies.
4. Click New.
5. Fill in the information, as required.
FIELD

DESCRIPTION

Currency Type

- System - Select this option if you want to use the
currencies available in Dynamics 365. To search for a
currency, click the Lookup button
next to Currency
Code. When you select a currency code, Currency Name
and Currency Symbol are automatically added for the
selected currency.
- Custom - Select this option if you want to add a
currency that's not available in Dynamics 365. In this case,
you must manually enter the values for Currency Code,
Currency Precision, Currency Name, Currency
Symbol, and Currency Conversion.

Currency Code

Short form for the currency. For example, USD for United
States Dollar.

Currency Precision

Type the number of decimals that you want to use for the
currency. You can add a value between 0 and 4. Note: If
you’ve set a precision value in the System Settings dialog
box, that value will appear here. More information: System
Settings dialog box - General tab.

FIELD

DESCRIPTION

Currency Name

If you selected a currency code from the list of available
currencies in Dynamics 365, the currency name for the
selected code is displayed here. If you selected Custom as
the currency type, type the name of the currency.

Currency Symbol

If you selected a currency code from the list of available
currencies, the symbol for the selected currency is
displayed here. If you selected Custom as the currency
type, enter the symbol for the new currency.

Currency Conversion

Type the value of the selected currency in terms of one US
dollar. This is the amount at which the selected currency
converts to the base currency. Important: Make sure you
update this value as frequently as required to avoid any
inaccurate calculations in your transactions.

6. When you’re done, on the command bar, click Save or Save and Close.
TIP
To edit a currency, click the currency, and then enter or select the new values.

Delete a currency
1. Click Settings > Business Management.
2. Click Currencies.
3. From the list of currencies displayed, select the currency to delete.
4. Click Delete .
5. Confirm the deletion.
IMPORTANT
You can’t delete currencies that are in use by other records; you can only deactivate them. Deactivating currency records
doesn’t remove the currency information stored in existing records, such as opportunities or orders. However, you won’t be
able to select the deactivated currency for new transactions.

See also
System Settings dialog box - General tab

Regional and language options for your organization
8/24/2018 • 3 minutes to read • Edit Online

Applies to Dynamics 365 (online), version 9.x
Applies to Dynamics 365 (online), version 8.x
Enable languages in your organization to display the user interface and Help in a language that’s different from the
base language.
IMPORTANT
If you’re running Dynamics 365 for Outlook, you must download one or more Language Packs before you can enable
additional languages.

The following table shows tasks that are associated with changing regional and language options for your
organization.
TASK

DESCRIPTION

Set the base language

The base language determines default settings for regional
and language options in Dynamics 365. After the base
language is set, you can’t change it.

Enable or disable languages

You can enable or disable available languages in the Settings
area.

Add and remove currencies

Similar to setting the base language, you select your
organization's base currency during the purchasing process for
a subscription to Dynamics 365. After the base currency is set,
you can’t change it.
However, if your organization uses more than one currency to
track financial transactions, you can add currencies.

Deactivate or activate currency records

You can’t delete currency records that are being used by other
records, such as opportunities or invoices. However, you can
deactivate currency records so they won’t be available for
future transactions.

Enable the language
Before users can start using a Language Pack to display a language, the Language Pack must be enabled in your
Dynamics 365 organization.
1. Start the Dynamics 365 web application. You’ll need a System Administrator security role or equivalent
privileges for the Dynamics 365 organization that you want to provision a Language Pack for.
2. Go to Settings > Administration.
3. Click Languages to open the Language Settings dialog box. Here you’ll see each Language Pack installed
in your Dynamics 365 deployment, with a check box to the left of each listed Language Pack
4. For each Language Pack that you want to provision (enable), select the check box next to it. For each

Language Pack that you want to unprovision (disable), clear the check box.
5. Click Apply.
6. Click OK on any confirmation dialog boxes that open.
NOTE
It may take several minutes for Dynamics 365 to provision or unprovision the languages.

7. To close the Language Settings dialog box, click Close.
Repeat the previous steps for each organization in your Dynamics 365 deployment.

Select the language to display the user interface and Help
Each user selects the language to display in both the Dynamics 365 web client and Dynamics 365 for Outlook
applications.
IMPORTANT
For Microsoft Dynamics 365 for Outlook, you must download and install the Language Packs before you can select them.

1. Sign in to Dynamics 365 and open the Set Personal Options page, as follows:
If you’re using the Dynamics 365 web client, click the Settings button

, and then click Options.

If you are using Dynamics 365 for Outlook, on the top menu bar, choose Dynamics 365, and then
click Options.
2. Choose the Languages tab.
3. In the User Interface Language list, select the language in which you want to display Dynamics 365.
4. In the Help Language list, select the language in which you want to display Microsoft Dynamics 365 Help.
5. To save your changes and close the dialog box, click OK.
NOTE
In Dynamics 365 for Outlook, the user language settings only apply to Dynamics 365 for Outlook features, such as the user
interface display of the Dynamics 365 menu, and don’t affect other areas of Office Outlook. To display all of the Dynamics
365 for Outlook user interface or Help in multiple languages, you need to install one or more Microsoft OfficeLanguage
Packs. More information: Office 2013 Language Options.

See also
Add resources to a site

Work with fiscal year settings
8/24/2018 • 2 minutes to read • Edit Online

Applies to Dynamics 365 (online), version 9.x
Applies to Dynamics 365 (online), version 8.x
You can set the fiscal year period, and how it’s displayed, for your organization.
IMPORTANT
After you set the fiscal year options, you can’t change them. Fiscal year options affect the way in which your organization's
data is stored in Dynamics 365.

1. Make sure you have the System Administrator security role or equivalent permissions in Microsoft
Dynamics 365.
Check your security role
Follow the steps in View your user profile.
Don’t have the correct permissions? Contact your system administrator.
2. Go to Settings > Business Management.
3. Click Fiscal Year Settings.
4. Type information in the text boxes.
In the Start Date box, select the date to start the fiscal year.
In the Fiscal Period Template drop-down list, select how your fiscal year is divided.
In the Fiscal Year drop-down list, select how you want to display the fiscal year.
In Name Based On drop-down list, select whether the fiscal year name is displayed on the start or
end of the fiscal year.
In the Fiscal Period drop-down list, select how you want to display the fiscal period.
In the Display As drop-down list, select how you want the fiscal year abbreviation and the year to
appear.
5. Click OK.
See also
Set up sales territories to organize business markets by geographical area

Set privacy preferences for an organization
8/24/2018 • 2 minutes to read • Edit Online

Applies to Dynamics 365 (online), version 9.x
Applies to Dynamics 365 (online), version 8.x
Manage users’ data privacy by controlling when to send error notifications, and also let users know how their
privacy is protected by displaying your organization’s own privacy statement instead of the one from Microsoft.

Set error reporting preferences for the organization
When errors occur in the product, data about the problem is sent to Microsoft. This data – an error report - allows
Microsoft to track and address errors relating to Dynamics 365. You can help Microsoft improve products and
services when you allow the system to send these error reports.
By default, individual users in Dynamics 365 have a measure of control over whether to send error reports to
Microsoft. But you, as an administrator, can override their preferences and set up the error reporting preferences
for the entire organization.
1. Make sure that you have the System Administrator or System Customizer security role or equivalent
permissions.
Check your security role
Follow the steps in View your user profile.
Don’t have the correct permissions? Contact your system administrator.
2. Go to Settings > Administration.
3. Choose Privacy Preferences.
4. Under Select your error notification preferences, choose Specify the Web application error
notification preferences on behalf of users, and then select one of the options.

When you use this setting, you can control error reporting for the entire organization by:
Not allowing users to make changes in how error reporting occurs.
Changing the default behavior for how error reporting happens.

Replace the privacy statement for the organization
By default, the Microsoft privacy statement is always shown to users with an administrator role only, and not to

other (business) users. As an administrator, you can add a link to specify your organization's privacy statement,
which is then shown to other users in your organization.
1. Make sure that you have the System Administrator or System Customizer security role or equivalent
permissions.
Check your security role
Follow the steps in View your user profile.
Don’t have the correct permissions? Contact your system administrator.
2. Go to Settings > Administration.
3. Choose Privacy Preferences.
4. Under Select your privacy statement link preferences, choose Show a link to the privacy statement,
and then, in the Privacy statement URL box, type the link of the webpage you want to show.

5. To make sure the link is correct, choose Test URL.
After you add the privacy statement URL, the link directs all Dynamics 365 users to the specified link.
NOTE
Any user with the System Administrator security role will always see the Microsoft privacy statement and not the
organization’s privacy statement.

See also
Get Help from the Microsoft Dynamics 365 Community

Set up sales territories to organize business markets
by geographical area
10/11/2018 • 2 minutes to read • Edit Online

Applies to Dynamics 365 (online), version 9.x
Applies to Dynamics 365 (online), version 8.x
Improve sales potential and revenues by creating territories for customer and market segments in Dynamics 365.
Then assign appropriate sales people to handle the sales and revenue opportunities for those territories.
Sales territories improve the sales potential because the members of a territory are focused on the services or
sales within that territory. You can associate the financials directly with a territory and its members, which simplify
business analysis. Also, based on the sales territory type and size, you can define sales methodologies and the
training required for those locations.

Create a sales territory (Sales Hub app)
1. Make sure that you have the Manager, Vice President, CEO -Business Manager, System Administrator, or
System Customizer security role or equivalent permissions.
2. Select the Site map icon

, then select ellipsis

, and then select Sales Territories.

3. To create a new sales territory, on the command bar, select New.
4. In the sales territory form, hill in your information.
a. Name. Enter the geographical name for the territory such as the name of a city, country/region, or a state.
b. Manager. Enter the name of the user who is the manager for this territory. This person would typically
assign leads to salespeople.
IMPORTANT
You can’t allocate the same user to multiple territories. If you need to assign a user to a larger area (more than one
existing territory), create a new territory that includes the existing territories, and then assign the user to that new
territory.

c. Description. Enter any details that you’d like to include for this territory, for example, “Sales territory
created for education and training.”
5. When you’re done, on the command bar, select Save.
6. Select the Related tab, and then select Members.

7. On the Members tab, select Add members.
8. In the Lookup Records pane, select the search icon , select a user record, and then select Add.

9. Select Save.

Create a sales territory (Sales app)
1. Make sure you have the System Administrator security role or equivalent permissions in Microsoft
Dynamics 365.
Check your security role
Follow the steps in View your user profile.
Don’t have the correct permissions? Contact your system administrator.
2. Go to Settings > Business Management.
3. Choose Sales Territories.
4. On the command bar, choose New.
5. Fill in your information.
Name. Enter the geographical name for the territory such as the name of a city, country/region, or a
state.
Manager. Enter the name of the user who is the manager for this territory. This person would
typically assign leads to salespeople.

IMPORTANT
You can’t allocate the same user to multiple territories. If you need to assign a user to a larger area (more
than one existing territory), create a new territory that includes the existing territories, and then assign the
user to that new territory.

Description. Enter any details that you’d like to include for this territory, for example, “Sales territory
created for education and training.”
6. When you’re done, on the command bar, choose Save or Save and Close.
7. To assign members to a sales territory, open the territory, and then in the left pane, under Common, choose
Members.
8. On the Users tab, in the Records group, choose Add Members.
9. In the Look Up Records dialog box, select a user, and then choose Add.
TIP
To make your salesperson’s job easier, you can also set a default price list for a territory. More information: Create price lists
and price list items to define pricing of products

See also
Administrator and sales manager guide
Nurture sales from lead to order (Sales)

Change auto-numbering prefixes for contracts, cases,
articles, quotes, orders, invoices, campaigns,
categories, and knowledge articles
8/24/2018 • 2 minutes to read • Edit Online

Applies to Dynamics 365 (online), version 9.x
Applies to Dynamics 365 (online), version 8.x
Contracts, cases, articles, quotes, orders, invoices, marketing campaigns, categories, and knowledge articles (the
new Knowledge Article entity introduced in Dynamics CRM Online 2016 Update and Microsoft Dynamics 365) are
automatically numbered by Dynamics 365. If your organization has standard numbering formats, you can change
the default three-character prefixes and number format to match your organization.
1. Go to Settings > Administration > Auto-Numbering.
2. In the Set Auto-Numbering dialog box, select the record type that you want to change.
3. In the Prefix box, enter up to three characters, symbols, or numbers.
Prefixes are system-wide and are used for all system-generated numbers for the selected record type. If you
change the prefix for a record type, it won’t change the prefix of numbers that are already assigned.
The prefix of the tracking token for email messages is set in the System Settings area. More information:
System Settings dialog box - Email tab
4. In the Number box, enter the starting number.
If you haven’t set a numbering format before, the Number box displays 1000. After you set the numbering
format and save your settings, this field is set to read-only and you can’t modify it. If a custom autonumbering solution was used, you won’t be able to change the number.
5. Select a suffix length.
Articles and knowledge articles don’t have suffixes. The suffix is used for records that were created while you
were offline and for which the number can’t be guaranteed to be unique.
6. Click OK to save your settings.
See also
Use solutions for your customizations

Define subjects to categorize cases, products, and
articles
10/6/2018 • 2 minutes to read • Edit Online

Applies to Dynamics 365 (online), version 9.x
Applies to Dynamics 365 (online), version 8.x
Dynamics 365 includes a subject organizational structure that lets you mark and categorize service cases,
knowledge base articles, products, and sales literature. By using the subject hierarchy, you can classify service cases
to quickly provide service to your customer. You can also provide the appropriate sales literature. You’ll also be able
to better understand gaps in your sales literature, evaluate service quality by subject area, and improve reporting
on the performance of your products.
NOTE
With the Customer Engagement apps, version 9.1 release, subjects in service management are available in the Customer
Service Hub based on the Unified Interface experience. We recommend that you manage subjects using the new experience.

Create or edit a subject (Customer Service Hub)
1. In the Customer Service Hub app, go to Service Management and select Case Settings > Subjects in the
sitemap to access subjects.
2. In the command bar:
Select Add subject to add a subject. A quick create dialog box is displayed. Enter Name and
Description for the subject.
You can choose default subject as parent in the Parent Subject drop-down. If you don't choose a
parent subject, then your subject begins from the same node as default subject.
Select a subject from the tree and select Edit subject to edit a subject
Select a subject from the tree and select Remove subject to delete a subject

Create or edit a subject (Customer Service app)
1. Go to Settings > Business Management. select Subjects. You can also get there by going to Settings >
Service Management > Subjects.
2. To add a subject, under Common Tasks, select Add a Subject.

-OR To edit a subject, in the Subject Tree, select a subject, and then under Common Tasks select Edit Selected
Subject.
3. In the Subject dialog box, enter the required information:
Title: Type a name for the subject. This is a required field.
Parent Subject: To search for and select a parent subject for the new subject, select the Lookup
button.
-OR To make the new subject a parent subject, leave the Parent Subject box empty.
Description: Type a descriptive statement about the subject.
4. Select OK.
See also
Service Manager Guide (Customer Service Hub and Customer Service app)

Create or edit business units to improve security and
control
10/10/2018 • 3 minutes to read • Edit Online

Applies to Dynamics 365 (online), version 9.x
Applies to Dynamics 365 (online), version 8.x
In Dynamics 365, a business unit is a logical grouping of related business activities.
If your Dynamics 365 organization is structured around departments or divisions that have separate products,
customers, and marketing lists, you might want to create business units. Business units are mapped to an
organization’s departments or divisions. Users can securely access data in their own business unit, but they can’t
access data in other business units.
Business units, security roles, and users are linked together in a way that conforms to the Dynamics 365 rolebased security model. Use business units together with security roles to control data access so people see just the
information they need to do their jobs. More information: Security concepts for Microsoft Dynamics 365
Keep the following in mind when creating business units:
The organization (also known as the root business unit) is the top level of a Dynamics 365 business unit
hierarchy. Dynamics 365 automatically creates the organization when you install or provision Dynamics
365. You can’t change or delete the organization name.
Each business unit can have just one parent business unit.
Each business unit can have multiple child business units.
Dynamics 365 security roles and users are associated with a business unit. You must assign every user to
one (and only one) business unit.
You can assign a team to just one business unit, but a team can consist of users from one or many business
units. Consider using a team if you have a situation where users from different business units need to work
together on a shared set of records.

Create a new business unit
1. Go to Settings > Security.
2. Choose Business Units.
3. On the Actions bar, select New.
4. In the Business Unit dialog box, type a name for the new business unit. Dynamics 365 automatically fills in
the Parent Business field with the name of the root business unit.

5. If you want to change the parent business unit, select the Lookup button
then do one of the following:

, Look Up More Records, and

Select an existing business unit from the list.
Create a new parent business unit:
a. Choose New, and then add the information for the new parent business unit in the Business
Unit dialog box.
b. When you’re done adding information, select Save and Close.
c. In the Look Up Record dialog box, select Add.
6. In the Business Unit dialog box, fill in any of the other optional fields, such as the Division, Website, contact
information, or addresses.
7. When you’re done making entries, select Save and Close.

Change the settings for a business unit
1. Go to Settings > Security.
2. Choose Business Units and then select a business unit name.
3. In the Business Unit dialog box, do one or more of the following:
Modify the data in one or more fields.
Select a record type under Organization to see a list of related records. For example, select Users to
view a list of users in the selected business unit.
4. When you’re done making changes select Save and Close.

Change the business unit for a record
You can change the business unit for an individual facility, equipment, or user.
Change the business unit for facilities or equipment

1. Go to Settings > Business Management.
2. Choose Facilities/Equipment.
3. Select the Name of a piece of equipment or a facility.
4. In the Facility/Equipment dialog box, on the Actions menu, choose Change Business Unit.
5. In the Change Business Unit dialog box, use the Lookup button
then select OK.

to select a new business unit, and

6. Select Save and Close.
Change the business unit for a user
IMPORTANT
By changing the business unit for a user, you remove all security role assignments for the user. At least one security role
must be assigned to the user in the new business unit. More information: Security roles.

1. Go to Settings > Security.
2. Choose Users.
3. Select a user name.
4. On the More Commands (… ) menu, select Change Business Unit.
5. In the Change Business Unit dialog box, use the Lookup button
then select OK.
See also
Set up a Dynamics 365 organization
Delete a business unit
Assign a business unit a different parent business

to select a new business unit, and

Delete a business unit
10/4/2018 • 2 minutes to read • Edit Online

Applies to Dynamics 365 (online), version 9.x
Applies to Dynamics 365 (online), version 8.x
You can delete a business unit to completely remove it from Dynamics 365.
IMPORTANT
Before deleting a business unit, be sure to consider the following:
Deleting a business unit is irreversible.
The records owned by the business unit (for example: Teams, Facilities/Equipment, and Resource Groups) are deleted at
the same time you delete the business unit.
You can’t delete a business unit until you delete any associated users, teams, and child business units.

1. Go to Settings > Security.
2. Choose Business Units.
3. Click to select the business unit that you want to delete.
4. On the Actions toolbar, choose More Actions > Disable.
IMPORTANT
When you disable a business unit, all users and teams associated with the business unit will not be able to sign in. You will
need to reparent users and teams to another business unit and reassign security roles.

5. In the Confirm Deactivation dialog box, choose Deactivate.
6. With the entry for the business unit you’re deleting still selected, on the Actions toolbar, choose the Delete
icon .
7. In the Confirm Deletion dialog box, choose Delete.
See also
Assign a business unit a different parent business

Assign a business unit a different parent business
9/27/2018 • 2 minutes to read • Edit Online

Applies to Dynamics 365 (online), version 9.x
Applies to Dynamics 365 (online), version 8.x
You can assign a different parent business to a business unit to accommodate changes in your business
requirements. When you reassign a business unit, any child business units are also reassigned with it.
1. Go to Settings > Security.
2. Choose Business Units.
3. Choose to select the business unit you want to change the settings for.
4. On the Actions toolbar, choose More Actions > Change Parent Business.
5. In the Change Parent Business dialog box, in the New parent business text box, type part or all of the
name of the parent business you want to assign the business unit to, and then choose the Click to select a
value for New parent business icon .
6. Select the record for the parent business you want to assign the business unit to, and then click OK.
See also
Control Data Access
Create or edit a site

Create or edit a site to specify location
9/27/2018 • 2 minutes to read • Edit Online

Applies to Dynamics 365 (online), version 9.x
Applies to Dynamics 365 (online), version 8.x
You can create a new site to add an office location or other facility where service operations take place. You can
also edit the details, such as the street address or phone number, for an existing site.
1. Go to Settings > Business Management.
2. Choose Sites.
3. To create a new site, on the Actions toolbar, choose New.
- OR To edit an existing site, in the list of sites, under Name, double-click or tap the entry for the site you want to
edit details for.
4. Under General, in the Name text box, specify or edit the name for the site.
You can also enter or update contact information for the site.
5. Under Primary Address, enter or update address details.
6. In the Time Zone box, ensure that the default time zone is appropriate for the site.
7. Choose Save and Close.
See also
Create or edit business units
Add resources to a site

Add resources to a site
9/27/2018 • 2 minutes to read • Edit Online

Applies to Dynamics 365 (online), version 9.x
Applies to Dynamics 365 (online), version 8.x
After you create a site, you can add resources such as users, equipment, or facilities to it.
1. Go to Settings > Business Management.
2. Choose Sites.
3. In the list of sites, under Name, double-click or tap the site that you want to add resources to.
4. In the Navigation Pane, expand Common if necessary, and then click or tap Resources.
5. On the Actions toolbar, click or tap Add Resources.
6. In the Look Up Records dialog box, in the Search text box, type in a part of the name of the resource you
want to add to the site, and then click or tap the Start search icon .
7. In the list of records, under Full Name, click or tap the entry for the resource you want to add to the site,
and then click or tap Add.
8. Close the site record.
See also
Set up a Dynamics 365 organization
Change regional and language options for your organization

Enhanced service level agreements
8/24/2018 • 2 minutes to read • Edit Online

Applies to Dynamics 365 (online), version 9.x
Applies to Dynamics 365 (online), version 8.x
Service level agreements (SLAs) are a formalized method to help organizations meet service levels when they
provide customer service and support. For example, an organization can have an SLA to complete the first
customer response within 48 business hours after a case is created. Another example is to escalate an unresolved
case after a specified duration, such as five business days. SLAs are used to define these different aspects of
service.
Dynamics 365 includes two kinds of SLAs, standard and enhanced. Enhanced SLAs include the following features
not available in standard SLAs:
Case-on-hold support
Auto-pause and resume of time calculation
Support for success actions
Creation of dashboards or reports based on the SLA KPI Instance entity

Case-on-hold support
One feature of SLA tracking is the ability to control the case-on-hold status. For example, this functionality lets you
pause a case for a time when the case is on hold waiting for a response from the customer. Once the response is
received, the case is resumed.
System administrators turn on SLAs and select case hold functionality in Settings > Service Management >
Service Configuration Settings. Afterwards, CSR Managers can create SLAs using the enhanced SLA type that
allows pause and resume functionality. SLAs are created in Settings > Service Management.
More information: Define service level agreements (SLAs)

Considerations when you choose a SLA type
Because there are two types of SLAs that have different functionality, consider the following features before you
choose an SLA type. We recommend that you use only one type of SLA for an organization.
After you select an SLA type, either standard or enhanced, you cannot change the SLA type for any record
associated with the SLA.
Because standard and enhanced SLAs exist as separate entities with separate forms, views, and fields, the
following behaviors exist.
Case views cannot be sorted by enhanced SLA fields. To display enhanced SLA fields in Case views,
you can modify any of the Case views to display the fields from the enhanced SLA (which has the
entity name SLA KPI Instance). Although you can sort on the fields that are part of the Case entity,
because the enhanced SLA fields are on a related entity, you cannot sort on columns that are
associated with the enhanced SLA fields.
Queue Item views do not display enhanced SLA fields. Although, Queue Item views display the
standard fields SLA (First Response By and Resolve By), because the enhanced SLA (SLA KPI

Instance entity) is not directly related to the Queue Item entity, the columns associated with enhanced
SLAs cannot be displayed.
TIP
To monitor enhanced SLA details, consider creating custom dashboards based on the SLA KPI Instance entity or custom
views using the Regarding (Case) relationship.

See also
Video: SLA Enhancements in Microsoft Dynamics CRM 2015
Enable languages

Configure Relevance Search to improve search results
and performance
8/24/2018 • 16 minutes to read • Edit Online

Applies to Dynamics 365 (online), version 9.x
Applies to Dynamics 365 (online), version 8.x
Relevance Search delivers fast and comprehensive search results in a single list, sorted by relevance. It uses a
dedicated search service external to Dynamics 365 (online) powered by Azure Search to improve your Dynamics
365 (online) search experience. As an administrator or customizer, you'll be able to enable and configure Relevance
Search in the Dynamics 365 user interface without writing code. Many of the configuration steps will look familiar
to you, as they use the same user interface as the Quick Find configuration.
Relevance Search is available in addition to other Dynamics 365 search experience you’re already familiar with.
You can still use single-entity Quick Find on the entity grid. You can also use multi-entity Quick Find (now called
Categorized Search) from the Search Dynamics 365 data search box on the navigation bar.
Relevance Search brings the following enhancements and benefits:
Improves performance with external indexing and Azure Search technology.
Finds matches to any word in the search term in any field in the entity. Matches may include inflectional
words, like “stream,” “streaming,” or “streamed.”
Returns results from all searchable entities in a single list sorted by relevance, based on factors, such as
number of words matched or their proximity to each other in the text.
Matches in the result list are highlighted.
Includes the ability to search documents found in Notes and Attachments on Emails and Appointments
tracked in Dynamics 365.

Compare Dynamics 365 searches
There are three kinds of search in Dynamics 365:
Relevance Search
Full-text Quick Find (single-entity or multi-entity)
Quick Find (single-entity or multi-entity)
The following table provides a brief comparison of the three available searches.
FUNCTIONALITY

RELEVANCE SEARCH

FULL-TEX T QUICK FIND

QUICK FIND

Availability

Available for Dynamics 365
(online) organizations that
have installed Dynamics 365
(online), version 9.0. Not
available for Dynamics 365
(on-premises) organizations.

Available for Dynamics 365
(on-premises) organizations,
starting with Dynamics CRM
2015 Update Rollup 1.

Available for Dynamics 365
(online) organizations and
Dynamics 365 (on-premises)
organizations.

FUNCTIONALITY

RELEVANCE SEARCH

FULL-TEX T QUICK FIND

QUICK FIND

Enabled by default?

No. An administrator must
manually enable it.

No. An administrator must
manually enable it.

Yes

Single-entity search scope

Not available in an entity
grid. You can filter the
search results by an entity
on the results page.

Available in an entity grid.

Available in an entity grid.

Multi-entity search scope

There is no maximum limit
on the number of entities
you can search. Note: While
there is no maximum limit
on the number of entities
you can search, the Record
Type filter shows data for
only 10 entities.

Searches up to 10 entities,
grouped by an entity.

Searches up to 10 entities,
grouped by an entity.

Search behavior

Finds matches to any word
in the search term in any
field in the entity.

Finds matches to all words in
the search term in one field
in an entity; however, the
words can be matched in
any order in the field.

Finds matches as in a SQL
query with “Like” clauses.
You have to use the wildcard
characters in the search term
to search within a string. All
matches must be an exact
match to the search term.

Search results

Returns the search results in
order of their relevance, in a
single list.

For single-entity, returns the
search results in an entity
grid. For multi-entity, returns
the search results grouped
by categories, such as
accounts, contacts, or leads.

For single-entity, returns the
search results in an entity
grid. For multi-entity, returns
the search results grouped
by categories, such as
accounts, contacts, or leads.

How Relevance Search works
Relevance Search uses the same default scoring concepts as Azure Search. Scoring refers to the computation of a
search score for every item returned in search results. The score is an indicator of an item's relevance in the
context of the current search operation. The higher the score, the more relevant the item. In search results, items
are ranked in order from high to low, based on the search scores calculated for each item. By default, a search
score is computed based on statistical properties of the data and the query. Relevance Search finds documents
that include the search terms in the query string, favoring the documents that contain many instances of the words
in the search term and their close proximity to each other in the document. The search score goes up even higher if
the term is rare across the index, but common within the document. The results are then ranked by search score
before they’re returned. Search score values can be repeated throughout a result set. For example, you might have
10 items with a score of 1.2, 20 items with a score of 1.0, and 20 items with a score of 0.5. When multiple hits have
the same search score, the ordering of same-score items isn’t defined, and isn’t stable. Run the query again and
you might see items shift position. Given two items with an identical score, there is no guarantee which one
appears first. More information: Add scoring profiles to a search index (Azure Search Service REST API)
Searchable fields are analyzed in the Azure Search index to provide a more natural, end-user friendly search
experience by breaking words into their root forms, text normalization, and filtering out noise words. All
searchable fields in Relevance Search are analyzed with the Microsoft Natural language analyzer, which uses
Lemmetization to break words down into their root linguistic forms. For example, “ran” will match to “run” and
“running” since “run” is considered the base form of the word. Word stemmers, such as SQL full-text indexes,
don’t have any linguistic context and only consider matches where the root is the same as the inflectional form.

With stemming, “run” would match to “running” and “runner”, but not “ran” since it doesn’t consider “ran” to be a
word linguistically related to “run”. All searchable fields in Relevance Search use an analyzer that most closely
matches the organization’s base language. For Kazakh, which is the only language supported by Dynamics 365 but
not by Azure Search, all fields are analyzed using the default analyzer. For more information about language
analysis and a list of the supported languages, see: Language support (Azure Search Service REST API) .
Search results
You'll see hit highlights when your search term matches a term in your application. These appear as bolded and
italicized text in the search results. Notice these search terms are often returned as only a portion of the full value
in a field since only the matched terms are highlighted. For example, using the search term L. Wendell returns the
record for the contact with first name L. Wendell and last name Overby, as Wendell Overby in the search results.

Relevance Search architecture
Relevance Search is hosted on the Azure cloud computing platform and infrastructure that uses Azure Search,
which provides the search results. Changes made in Dynamics 365 may take up to 15 minutes to appear in the
search service. It may take up to up to an hour or more to complete a full sync for average to large size
organizations.
The following diagram shows the high level Relevance Search architecture.

Enable Relevance Search
IMPORTANT
Data in your application begins syncing to the external search index immediately after you enable Relevance Search. We
strongly recommend that you configure the entities and entity fields participating in Relevance Search before you enable the
search, to prevent sensitive data from being indexed in a service external to Dynamics 365 (online). For more information
about configuring Relevance Search, see Select entities for Relevance Search, Configure searchable fields for Relevance Search,
and Set managed property for Relevance Search.

Because you’ll be sharing your Dynamics 365 data with the external system, Relevance Search is disabled by
default. To enable it, you must accept the consent terms. Depending on the size of your organization, it may take
up to an hour or more for the data to become available in the external search index after you enable the search.
Enabling Relevance Search makes this search option available to all members of your organization.
By default, Relevance Search is disabled. To enable Relevance Search, do the following:
1. Go to Settings > Administration.
2. Click System Settings > General tab.
3. In the Set up Search sub-area, select the Enable Relevance Search check box, as shown here.

4. After you enable Relevance Search, the Enable Search consent dialog box opens. Click OK to give your
consent.

5. Click OK to close the System Settings dialog.

Select entities for Relevance Search
To configure Relevance Search, use the Configure Relevance Search selection on the task bar, as shown here.

There is no limit on how many entities you can include in the Relevance Search results. However, there is a limit on
the total number of fields in the external search index. Currently, the maximum is 1000 searchable fields for an
organization. When you select an entity to include in the search results, you’ll notice a number in parentheses next
to the entity name. The number indicates how many fields each entity uses in the external search index. Some
fields, such as Primary Name and ID, are shared by multiple entities and don't count toward the total.

Additionally, some field types use more than one field in the external search index as indicated in this table.
FIELD TYPE

NUMBER OF FIELDS USED IN THE EX TERNAL SEARCH INDEX

Lookup (customer, owner, or Lookup type attribute)

3

Option Set (state, or status type attribute)

2

All other types of fields

1

The progress bar Total fields indexed shows the percentage of indexed fields to the maximum allowed number
of searchable fields.
When you have reached the indexed field limit, you’ll see a warning message. If you want to add more fields to the
index, you’ll have to free up space, either by removing some of the fields that are already in the index or removing
entire entities from Relevance Search.
To select entities for the Relevance Search results, do the following:
1. Go to Settings > Customizations.
2. Click Customize the System.
3. Under Components, expand Entities, and then click Configure Relevance Search.
4. The Select Entities dialog box opens. Click Add to select the entities for the search results. When you’re
done, click OK.

5. Click Publish All Customizations for your changes to take effect.
By default, some out-of-the-box system entities are included in Relevance Search. However, custom entities aren’t
included. You have to add them to Relevance Search.

Configure searchable fields for Relevance Search
The fields you add in the Quick Find view become part of the external search index. There is no limit on how many
searchable fields you can add for each entity. However, there is a limit on the total number of indexed fields, as was
explained in the previous section. Find Columns on a Quick Find View define the searchable fields in the
external search index. Text fields such as Single Line of Text and Multiple Lines of Text, Lookups, and Option Sets
are searchable. Find Columns with other data types are ignored. The View Columns on a Quick Find View
define the fields that are displayed in the user interface by default, when the matched results are returned. The
fields that are highlighted replace the fields that don’t have the highlighting. The first four matched fields are
displayed in the results. The filter on a Quick Find view is also applied to the Relevance Search results. See the
table below for the list of filter clauses not supported by Relevance Search.
NOTE
There are some fields, called common fields, common to every CRM entity that are defined on the index by default. They are:
1.
2.
3.
4.
5.

ownerid (Name of lookup)
owningbusinessunit (Name of lookup)
statecode (Label of optionset)
statuscode (Label of optionset)
name (Primary name field of any entity. This may or may not be the same as the logical name (fullname, subject etc.) of
the entity) If a common field is added to any entity for Relevance Search, search will be performed for that common field
across all entities. However, once you choose a specific entity through the Record Type facet, Relevance Search will follow
the settings you have defined for that specific entity through Quick Find View.

You can use the Quick Find view to define which fields appear as facets when users search by using Relevance
Search. All View Columns with data types other than Single Line of Text and Multiple Lines of Text are marked as
facetable and filterable in the index. By default, the first four facetable fields in the Quick Find view for the
selected entity are displayed as facets when users search by using Relevance Search. At any time, you can only
have four fields selected as facets.
1. Go to Settings > Customizations.
2. Click Customize the System.
3. Under Components, expand Entities, and then expand the entity you want.
4. In the navigation tree, click View. Double-click Quick Find View. The following illustration shows the
Quick Find view for the Account entity.

5. Click Add Find Columns. In the dialog box, select the fields you want to add to the search index. When
done, click OK. In the following illustration, you see the Account entity fields added to the external search
index.

6. Repeat the steps for the View Columns.
7. Click Publish All Customizations for your changes to take effect.
NOTE
The changes you make in Quick Find view also apply to single-entity and multi-entity (Categorized Search) Quick Find
configurations. This is why we don't prevent you from including the fields that aren't supported for Relevance Search when
you configure Quick Find view. However, unsupported fields aren't synced to the external index and don’t appear in the
Relevance Search results.

For Relevance Search, fields on a related entity are not supported as Find, View, or Filter fields.
The following table contains the Quick Find Filter operators that aren’t supported for Relevance Search:

DYNAMICS 365 OPERATOR

Like
NotLike
BeginsWith
DoesNotBeginWith
EndWith
DoesNotEndWith
ChildOf
Mask
NotMask
MaskSelect
EqualUserLanguage
Under
NotUnder
UnderOrEqual
Above
AboveOrEqual
NotNull
Null

Set managed property for Relevance Search
If you want to include an entity in Relevance Search, the Can enable sync to external search index managed
property for this entity must be set to True. By default, the property is set to True for some of the out-of-the-box
system entities and all custom entities. Some of the system entities can’t be enabled for Relevance Search.
To set the managed property, do the following:
1. Go to Settings > Customizations.
2. Click Customize the System.
3. Under Components, expand Entities, and then click the entity you want.
4. On the menu bar, click Managed Properties. For Can enable sync to external search index, click True
or False to set the property to the desired state. Click Set to exit, as shown here.

5. Click Publish for your changes to take effect.
If you want to change the Can enable sync to external search index property to False, you must first
deselect the entity from Relevance search. If the entity is included in Relevance Search, you’ll see the
following message: “This entity is currently syncing to an external search index. You must remove the entity
from the external search index before you can set the Can Enable Sync to External Search Index
property to False.” If Can Enable Sync to External Search Index is set to False, you’ll see the following
message when you try to include an entity in Relevance Search: “Entity can’t be enabled for Relevance
Search because of the configuration of its managed properties.” For custom entities with particularly
sensitive data, you may consider setting the Can enable sync to external search index property to False.
Keep in mind, after you install the managed solution on the target system, you won’t be able to change the
value of the property because it’s a managed property.

Privacy notice
By enabling Relevance Search, data in participating entities and attributes in your Dynamics 365 (online) instance
will begin syncing to and be stored in an Azure Search index.
Relevance Search is not enabled by default. The system administrator must enable the functionality within a
Dynamics 365 (online) instance. After Relevance Search is enabled, system administrators and customizers have
full control over the data that will be synchronized to the Azure Search index.
System customizers can use the Configure Relevance Search dialog box in Customization Tools to enable
specific entities for search and then configure Quick Find views on enabled entities to select the searchable
attributes. Data changes are synchronized continuously between Dynamics 365 (online) and Azure Search through
a secure connection. Configuration data is encrypted and the required secrets are stored in Azure Key Vault.
Azure components and services that are involved with Relevance Search functionality are detailed in the following
sections.
Microsoft Azure Trust Center
Azure Search Services
An Azure Search index is used to provide high-quality search results with quick response times. Azure Search adds
powerful and sophisticated next-generation search capabilities to Dynamics 365 (online). This is a dedicated search

service external to Dynamics 365 (online) provided by Azure. All new Azure Search indexes are encrypted at rest.
If you opted in before January 24, 2018, you'll need to reindex your data by opting out of Relevance Search,
waiting an hour, and opting back in.
Azure SQL Database
Relevance Search uses the Azure SQL Database to store:
Configuration data related to the organization and the corresponding index
Metadata relating to the search service and indexes
Pointers to system metadata and data when synchronizing changes
Authorization data to enable enhanced row - level security
Azure Event Hubs
The Azure Event Hubs component is used for message exchange between Dynamics 365 (online) and Azure and
to maintain work items that are managed by the synchronization process. Each message stores information, such
as the organization ID and entity name, used to sync the data.
Azure Service Fabric Cluster
The processing and indexing of data is handled in micro-services deployed on virtual machines managed through
the Service Fabric runtime. The search APIs and the data synchronization process are also hosted on the Service
Fabric cluster.
Service Fabric was born from years of experience at Microsoft delivering mission-critical cloud services and is now
production-proven for over five years. It’s the foundational technology on which we run our Azure core
infrastructure, powering services including Skype for Business, Intune, Azure Event Hubs, Azure Data Factory,
Azure DocumentDB, Azure SQL Database, and Cortana—which can scale to process more than 500 million
evaluations per second.
Azure Virtual Machine Scale Sets
Azure Virtual Machine Scale Sets are elastic and designed to support hyper scale-out workloads. The Azure
Service Fabric cluster runs on virtual machine scale sets. The micro-services for processing and indexing data are
hosted on the scale sets and managed by the Service Fabric runtime.
Azure Key Vault
Azure Key Vault is used for secure management of certificates, keys, and other secrets used in the search process.
Azure Storage (Blob Storage)
Changes to customer data are stored for up to 2 days in Azure Blob Storage. These blobs are encrypted by
leveraging the latest feature in the Azure Storage SDK, which provides symmetric and asymmetric encryption
support and integration with Azure Key Vault. With the December 2016 update for Dynamics 365 (online), the
documents found in Notes and Attachments on email messages and appointments are also synced to the blob
storage.
Azure Active Directory Service
Azure Active Directory is used to authenticate between the Dynamics 365 (online) and Azure services.
Azure Load Balancer
The Azure Load Balancer is used to distribute incoming traffic among healthy service instances in cloud services
or virtual machines defined in a load balancer set. Relevance Search uses it to load balance the end points in a
deployment.

Azure Virtual Networks
The Virtual Machines on the Service Fabric cluster running in one or more subnets are connected by Azure Virtual
Network. The security policies, DNS settings, route tables, and IP addresses are fully controlled within this virtual
network. Network Security Groups are leveraged to apply security rules on this virtual network. These rules allow
or deny network traffic to the VMs in the virtual network.
See also
Use Relevance Search for faster comprehensive results

Manage product catalog configuration
9/27/2018 • 5 minutes to read • Edit Online

Applies to Dynamics 365 (online), version 9.x
Applies to Dynamics 365 (online), version 8.x
Dynamics 365 offers a rich, easy to configure product catalog that will help your company sell products and
services with greater efficiency. A sales operations manager will be able to create the product catalog with fewer
SKUs, bundle product and service, as an attractive and cost effective offering, and define up-sell and cross-sell of
products. In addition, the product catalog configuration data can be migrated across Dynamics 365 systems. For
example, after the product catalog configuration is fully tested on the test server, you can move the configuration
data to the production environment, without having to recreate it. To migrate, you’ll be using the Configuration
Migration Tool: Manage configuration data. As an administrator, you will be responsible for configuring and
migrating the product catalog configuration data.

Configure product catalog
To configure the product catalog:
1. Go to Settings > Administration.
2. Choose System Settings, then choose the Sales tab.
In the Sales tab, set the appropriate values for the following settings and save the changes:
SETTING

DESCRIPTION

Create products in active state

Select whether product records without a parent product
family record are created in an active or draft state.
In the current release of Dynamics 365, by default, all the
product records (product family, product, and bundle) are
created in the draft state. This setting ensures compatibility
for your applications working with the previous version of
Dynamics 365 where the product records were created in an
active state.
By default, its set to No in the new Dynamics 365
installations, and set to Yes, for the upgrading systems.

Allow selection of default price list for opportunity via
inbuilt rule

Select whether the default price list for an opportunity is
automatically selected based on the territory relationship for
the price list and the current user who is creating the
opportunity.
By default, it’s set to Yes.

Maximum number of products in a bundle

Specify the maximum number of products that can be added
in a bundle.

SETTING

DESCRIPTION

Use system pricing calculation

Select whether to use the Dynamics 365 system pricing
engine to calculate prices in opportunities, quotes, orders, and
invoices or to use custom pricing.
In Dynamics 365 (online), you can choose to use custom
pricing logic instead of the system pricing to calculate prices
when you add products in opportunities, quotes, orders, and
invoices. To use custom pricing, select No for this option.
Additionally, you must register a plug-in on the
CalculatePrice message, provided in the Dynamics 365
Web services, that contains your custom pricing code. Every
time you create or change the product information in an
opportunity, quote, order, or invoice, the custom code is
invoked instead of the Dynamics 365 system pricing engine to
calculate the prices. For more information, see Use custom
pricing for products.

Discount calculation method

Select whether you want to calculate discounts at the lineitem level or at the per-unit level in each line item in an
opportunity, quote, order, or invoice.
By default, it’s set to Line item.

Maximum number of properties that are allowed for a
product or bundle

Specify the maximum number of properties that can be
associated with a product or bundle.
Product properties are added to a product family record, and
all the child products and bundles under the product family
inherit the properties added to the parent product family. The
number specified in this setting comes into effect only when
you publish a product or a bundle with the associated
properties, and not at the time when you add the properties
to a draft product family record.

Migrate product catalog configuration data
To migrate the product catalog configuration data, use the Configuration Migration Tool. For more information on
how to use the tool, see: Manage configuration data.
You must select the following entities for migrating the product catalog configuration data:
Product
Product Association (needed for bundles)
Product Relationship (not a mandatory entity, needed only for relationships)
Property
Property Association
Property Option Set Item
Notes (needed, if there are any notes for the product)
Currency
Price List
Price List Item

Unit
Unit Group
Territory (needed if there is a default price list configuration)
Connection (needed, if there is a default price list configuration)
Competitor (needed, if there are any competitors for product)
Sales Literature and Sales Literature Item (needed, if there is any sales literature for product)
Discount (not a mandatory entity, needed only for discounts when added to price lists)
Discount List (not a mandatory entity, needed only for discounts)
NOTE
During product catalog configuration data transfer, you may see a schema validation warning, saying that the data transfer
may be inconsistent. This is because you didn’t include the Entitlement entity and the Entitlement Template entity in the
transfer. However, these entities are not required and you can disregard the warning. The product catalog configuration data
will be migrated correctly.

Certain conditions and restrictions apply during migration:
Only active and retired products can be exported or imported.
If importing of a product record fails because of a missing dependency, the related property records are not
imported. When importing the product hierarchy, if creation of a record fails because of a missing
dependency, the record’s child hierarchy will not be imported.
If for exporting, you selected the product entity, without selecting other entities required for export, the
product records are exported without the associated properties.
If for exporting, you select only the property entities (Property, Property Associations and Property Option
Sets), without selecting the product entity, no data is exported.
For a product record, any new property created in the source system, will also be created in the target
system, after the import.
For a product record, the source data will override any changes in the property that also exists in the target
data, after the import.
For a product record, if a property exists in both systems, source and target, when the property is removed
from the source system, it is not removed from the target system, after the import.
See also
Manage configuration data
Video: Salesperson Experience with Product Taxonomy in Microsoft Dynamics CRM 2015
Product catalog entities

Rich text experience for appointment activities
8/28/2018 • 2 minutes to read • Edit Online

Applies to Dynamics 365 (online), version 9.x
When you enable the rich text experience, server-side synchronization and appointment activities support rich text.
With the rich text editor, appointment descriptions can contain rich text.

With rich text enabled you get the following benefits:
Create and synchronize appointments with rich text content in the description for an improved experience in
both web and the Unified Interface.
Include content from an HTML web page right into the description field or create your own custom markup
using the appointment editor. Appointments tracked from Outlook will also render rich text content in Dynamics
365 (online) for Customer Engagement.
Server-side synchronization synchronizes the rich-text HMTL content of appointment descriptions into
Dynamics 365 (online) for Customer Engagement.
IMPORTANT
To enable rich text, your Dynamics 365 for Customer Engagement version must be Dynamics 365 (online), version 9.0, or a
later version.
After enabling, if you choose to disable the setting, the appointment editor description field will reset to the plain-text field.
Previously synchronized appointments’ description will still contain rich-text HTML markup.
Although the rich text editor can be used with appointment activities, it can’t be used with recurring appointments. When an
appointment that contains rich text is converted to a recurring appointment, the description field for the activity is converted
to a plain-text field containing rich text content.

Enable the rich text editor for appointments
To enable the rich text editor on appointments, you need to configure the AppointmentRichEditorExperience
organization setting for your Dynamics 365 (online) for Customer Engagement instance by running the

PowerShell sample below.
The PowerShell cmdlets require the Dynamics 365 for Customer Engagement Microsoft.Xrm.Data.PowerShell
module. The sample below includes the cmdlet to install the module.
#Install the module
Install-Module Microsoft.Xrm.Data.PowerShell -Scope CurrentUser
# Connect to the organization
Connect-CrmOnPremDiscovery -InteractiveMode #(or Connect-CrmOnlineDiscovery -InteractiveMode)
# Retrieve the organization entity
$entities = $organizationEntity = Get-CrmRecords -conn $conn -EntityLogicalName organization -Fields
appointmentricheditorexperience -TopCount 1
$organizationEntity = $entities.CrmRecords[0]
Write-Host "Appointment RTE existing value: " $organizationEntity.appointmentricheditorexperience
# Set the appointmentricheditorexperience field
$organizationEntity.appointmentricheditorexperience = $true #(or $false)
# Update the record
Set-CrmRecord -conn $conn -CrmRecord $organizationEntity
$entities = $organizationEntity = Get-CrmRecords -conn $conn -EntityLogicalName organization -Fields
appointmentricheditorexperience -TopCount 1
$organizationEntity = $entities.CrmRecords[0]
Write-Host "Appointment RTE updated value: " $organizationEntity.appointmentricheditorexperience

See also
Create or edit an appointment

Performance tuning and optimization
8/24/2018 • 2 minutes to read • Edit Online

Applies to Dynamics 365 (online), version 9.x
Applies to Dynamics 365 (online), version 8.x
Use this information to help you plan and optimize application performance with Dynamics 365.

Verify network capacity and throughput for clients
8/24/2018 • 2 minutes to read • Edit Online

Applies to Dynamics 365 (online), version 9.x
Applies to Dynamics 365 (online), version 8.x
The primary characteristics of a network that affect the performance of Dynamics 365 clients, such as the web
application or Dynamics 365 for Outlook, are bandwidth and latency.
Bandwidth is the width or capacity of a specific communications channel.
Latency is the time required for a signal to travel from one point on a network to another, and is a fixed cost
between two points.
One of the main causes of poor performance of Dynamics 365 clients is the latency of the network over which the
clients connect to the Dynamics 365 organization. Lower latencies (measured in milliseconds) generally provide
better levels of performance.
Notice that, even if the latency of a network connection is low, bandwidth can become a performance degradation
factor if there are many resources sharing the network connection, for example, to download large files or send
and receive email.
Networks with high bandwidth don’t guarantee low latency. For example, a network path traversing a satellite link
often has high latency, even though throughput is very high. It’s common for a network round trip traversing a
satellite link to have five or more seconds of latency. An application designed to send a request, wait for a reply,
send another request, wait for another reply, and so on, will wait at least five seconds for each packet exchange,
regardless of the speed of the server.

How to check latency
Dynamics 365 includes a basic diagnostic tool that analyzes the client-to-organization connectivity and produces a
report. To run the Dynamics 365 Diagnostics tool, follow these steps.
1. On the user’s computer or device, start a web browser, and sign in to a Dynamics 365 organization.
2. Enter the following URL, https://myorg.crm.dynamics.com/tools/diagnostics/diag.aspx, where
myorg.crm.dynamics.com is the URL of your Dynamics 365 (online) organization.
3. Click Run.
The report displays a table with test and benchmark information. Of particular importance is the Latency Test row
value. This value is an average of twenty individual test runs. Generally, the lower the number, the better the
performance of the client. Although users may receive a satisfactory experience by using connections with more
latency, for best application performance we recommend that the value be 150 ms (milliseconds) or less.

Best practices for improving application performance
Maximize how quickly your forms load. More information: Optimize form performance
Make sure you aren’t using legacy form rendering, which can make forms take significantly longer to load.
More information: System Settings dialog box - General tab
See also
Performance tuning and optimization

Key preparation and configuration tasks

Key preparation and configuration tasks
8/24/2018 • 8 minutes to read • Edit Online

Applies to Dynamics 365 (online), version 9.x
Applies to Dynamics 365 (online), version 8.x
This topic, which is intended for administrators and business users of Dynamics 365, describes common
configuration settings and tasks that can help you keep your organization optimized so that you can focus on
what’s important. It’s designed to improve your overall experience with Dynamics 365, even before your business
begins to use it.

Common configuration settings for Internet Explorer
Dynamics 365 is a web-based application and uses web browsers, such as Internet Explorer, as the user interface
to view, add, or edit information that you’ve stored in the Dynamics 365 database. Make the following common
Internet Explorer configuration settings to optimize your Dynamics 365 experience.
Increase disk space for temporary Internet files
To make sure that Internet files for Dynamics 365 are not being deleted, increase the disk space for temporary
Internet files.
1. Open Internet Explorer, and on the Tools menu, click or tap Internet Options.
2. On the General tab, in the Browsing history section, click or tap Settings.
3. Set the Disk space to use field to 350.
4. Click or tap OK, and then click or tap OK again.
Retain browsing history
To optimize your Dynamics 365 experience, we recommend that you do not select the option to delete the
browsing history when you exit from your browser. If you select this option, it deletes everything marked in your
Browsing history settings, such as temporary Internet files, cookies, and history (by default, the check boxes for
these options are selected). Deleting your temporary Internet files causes Internet Explorer to cache the files again,
and deleting cookies signs you out of Dynamics 365.
1. Open Internet Explorer, and on the Tools menu, click or tap Internet Options.
2. Click or tap the General tab, and in the Browsing history section, make sure that the Delete browsing
history on exit check box is cleared.
Dynamics 365 occasionally uses pop-up windows. Your browser may be blocking these windows because
of the pop-up blocker settings. You must configure the pop-up blocker settings to allow pop-up windows
for the Dynamics 365 websites.
Dynamics 365 occasionally uses pop-up windows. Your browser may be blocking these windows because
of the pop-up blocker settings. You must configure the pop-up blocker settings to allow pop-up windows
for the Dynamics 365 websites.
If you experience slower performance in Internet Explorer
If your Dynamics 365 performance is slower in Internet Explorer than in other browsers, set JavaScript Timer
Frequency to Maximum Performance.

1. Go to Control Panel > System and Security > Power Options.
2. For your active power plan, click Change plan settings > Change advanced power settings.
3. Expand Internet Explorer > JavaScript Timer Frequency, for On battery and Plugged in, choose
Maximum Performance.

Increase data storage limits for websites
Every time you visit a website, Internet Explorer stores the website data as cache, and uses it when you open the
website again. This increases your browsing speed. Internet Explorer can store up to a maximum of 10 MB cache
data. If your users visit a particular website often, it will store a lot of content on their system, and it may reach the
maximum limit of data storage. To avoid this, you may want to increase the data storage limit for your browser.
Here are two ways you can increase the data storage limit for Internet Explorer.
Increase data storage limit by using group policy
1. On your keyboard, press the Windows key + R.
2. In the Run dialog box, type

gpedit.msc

, and click OK.

Local Group Policy Editor opens.
3. Navigate to Computer Configuration > Administrative Templates > Windows Components >
Internet Explorer > Internet Control Panel > General Page > Browsing History.
4. In the right pane, double-click the setting Set default storage limits for websites.
5. In the Set default storage limits for websites dialog box, click Enabled, and then in the Options section,
in the Set default storage limit for websites field, add the required limit.
6. Click Apply, and then click OK.
7. Close Local Group Policy Editor, and restart the computer.
Increase data storage limit by using Registry Editor
1. On your keyboard, press the Windows key + R.
2. In the Run dialog box, type
Registry Editor opens.

regedit

, and click OK.

3. Navigate to the key: HKEY_LOCAL_MACHINE\SOFTWARE\Policies\Microsoft.
4. Create a subkey Internet Explorer inside Microsoft.
a. Right-click Microsoft, and then click New > Key.
b. Type Internet Explorer as the name of the subkey.
5. Similarly, create a subkey BrowserStorage in the newly created subkey Internet Explorer.
6. Click the BrowserStorage subkey, and in the right pane, right-click, and then click New > DWORD Value.
7. Type

DeafultDomainCacheLimitInMB

as the name.

8. Double-click the DWORD item you just created.
9. In the Edit DWORD Value dialog box, select Decimal as Base, and then enter the required storage limit
in MB, and click OK.
10. Close Registry Editor, and restart the computer.

Network connections settings
Network connections are established based on the order that the device is listed in the Adapters and Bindings
tab of the Network Connections window. For example, if you have enabled a Local Area Network (LAN ) and a
wireless connection, the order of how a device is connected to the Internet is based on its order in the Adapter
and Bindings list. If the LAN connection is higher in the list, most network connections will be established by
using the LAN adapter instead of the wireless adapter. To make sure that your network connections are optimized,
organize the connections according to your network administrator's recommendation.
To change the network connection order
1. Right-click Start and then click or tap Run.
2. Type:

control netconnections

and then click or tap OK.

3. Click or tap Organize > Layout > and verify Menu bar is checked.
4. Click or tap Advanced > Advanced Settings.
5. Click or tap the Adapters and Bindings tab, and then, under Connections, click or tap the connection that
you want to move in the list, click or tap the up or down arrow button, and then click or tap OK.

Antivirus or malware application settings
Depending on your antivirus or malware application settings, virus scanning can block certain files, making them
inaccessible to other applications and causing an adverse effect on Dynamics 365 performance.
Each environment requires a thoughtful decision on what to include and exclude, and there is always a possibility
that excluding files from scans could lead to unwanted consequences. Use the following list alongside your wellplanned internal IT management policies:
Check for any interference from desktop security software. Some antivirus programs include a feature
known as ScriptScan that can affect the performance of Dynamics 365. Most programs have functionality
to disable scanning on certain websites. Make sure that the Dynamics 365 URL is added to this list. For
McAfee specifically, see the following KB articles for this setting:
McAfee Knowledge Base Article: KB65382
Microsoft Support Knowledge Base Article: KB924341

If you use other antivirus software, make sure that the URL of the Dynamics 365 website is included in the
trusted zone for the virus scanning, and disable on-access scanning for the Dynamics 365 website. For
more information, see the specific antivirus application documentation.

Important email messages from Microsoft Dynamics 365
Microsoft occasionally sends out email messages to Dynamics 365 users or administrators. These messages
provide information about how to use Dynamics 365 and also contain important billing or upgrade details.
Make sure that the following email addresses are added to the allowed list for your email application:
crmonl@microsoft.com. This email alias sends information about updates to the service.
billing@microsoft.com. This email alias sends information about Dynamics 365 billing.
msonlineservicesteam@microsoftonline.com. This email alias sends informational email messages
when you sign up for Dynamics 365.

Available resources for Microsoft Dynamics 365 users
We want you and your organization to take full advantage of the extensive content and materials available that can
help your business be more successful while you are using Dynamics 365. For a list of available resources,
including training materials and information about how to support your online organization, see the Help and
additional resources.

Technical support for Microsoft Dynamics 365
If you cannot find the answers you need in the resources discussed earlier, you can submit a technical support
request to Microsoft Customer Support Services. Technical support incidents provide reactive support that
focuses on a specific problem, error message, or functionality that is not working as intended. For assistance
information, see Support.
Maximize your technical support experience
When you request help for technical issues or questions, it is important that you have as much information
available as possible. Here are common questions that you may be asked when you request technical support:
What part of the application are you having issues with?
For example, installation issues with Dynamics 365 for Outlook.
What is the exact error or problem that you are experiencing?
Provide detailed information, including the exact error message that you are seeing. Include a screen
capture if you can.
What were you doing in Dynamics 365 when the error occurred?
Provide the exact steps that you are performing to reproduce the error. This lets the Support team better
analyze why you may be experiencing it.
What are the details of the environment you are experiencing the issue on?
Provide the version of the operating system, browser, and if applicable, the version of Microsoft Office on
the computers where the issue is occurring.
Does the issue affect all users or a certain type of Dynamics 365 security role or only certain users?
When possible, provide log files (if you know how to find them). This applies to applications such as
Dynamics 365 for Outlook or Microsoft Dynamics CRM Email Router. The following table lists the location

of the log or trace files for these applications.

Logs or Traces

Log File Location

Dynamics 365 for Outlook logs

%Userprofile%\Local Settings\Application
Data\Microsoft\MSCRM\Logs

Dynamics 365 for Outlook Trace files

%Userprofile%\Local Settings\Application
Data\Microsoft\MSCRM\Traces

Dynamics 365 E-mail Router logs

%Userprofile%\AppData\Roaming\Microsoft\MSCRM\Logs

See also
Set up a Dynamics 365 organization

Analyze and improve data query performance
8/24/2018 • 3 minutes to read • Edit Online

Applies to Dynamics 365 (online), version 9.x
Applies to Dynamics 365 (online), version 8.x
You can analyze and optimize query performance using the Data Performance view, which provides an aggregated
list of entities with long-running queries. A long running query is defined as a query that takes three seconds or
longer to complete. Typical examples of a component that can have a long running query is a plug-in with custom
FetchXML or a sub-grid or view. When you optimize an entity that has long-running queries, it could significantly
reduce the amount of time the query takes to load. Behind the scenes, optimizations add one or more SQL Server
indexes.

Impact of adding or removing optimizations
Optimizations may significantly improve the performance of slow running queries. However, optimizations require
storage space. Before you add an optimization carefully consider the entity to be optimized and keep the following
best practices in mind.
Applying an optimization does not guarantee query performance improvement. Additionally, some
optimizations can improve read performance, but cause a degradation in update performance.
Only optimize for entities that are frequently used. For example, a commonly used custom view for a sales
department.
Review the impact of adding an optimization and remove optimizations that are not useful. As part of your
decision to keep an optimization, you should determine if the performance tradeoff is acceptable.
Depending on the number of tables related to the entity, some entities cannot have more than twenty
optimizations.
NOTE
The Data Performance feature is available with Dynamics CRM Online 2016 Update 1 and Dynamics 365 (online).

Use the All Data Performance Logs view to apply or remove an
optimization
1. Go to Settings > Administration > Data Performance.
2. In the All Data Performance Logs view, if one or more long running entity queries are detected, log items
are displayed in the view. If several items appear in the view, you can sort by the Count or Optimization
Impact columns to easily identify the most used queries that do not already have an optimization. Notice
that out-of-box and custom entity queries that complete within three seconds aren't displayed in the view.

The columns displayed in the view provide information that can help you determine whether to add an
optimization or not.
Count. Indicates the number of times a query has been executed, which indicates the popularity of
the query.
Optimization Status. Indicates whether an optimization has been created for the entity.
Optimization Available indicates that the entity does not have an optimization applied or that a
new optimization is available for an entity that already has at least one optimization.
Optimization Impact. All potential optimizations begin with an optimization impact value of 0.
Potential optimizations have no impact measurement yet because the optimization hasn't been
applied. Over time, after an optimization is applied by clicking OPTIMIZE, an integer value is
displayed that represents query performance impact. For example, after one week since the
optimization was applied, the value that appears can help indicate whether an optimization has
improved or degraded query performance for the given entity. A negative value suggests an
improvement in query performance, whereas a positive number suggests a degradation in query
performance. So, an optimization applied one week ago that has a value of -10% suggests a 10
percent improvement in query performance.
3. Select the entity that you want to create an optimization for, and then click OPTIMIZE. To remove an
applied optimization, click REMOVE OPTIMIZATION.
Optimizations take effect immediately after they are applied. However, for entities that have large tables, it
can take two or more hours before the optimization fully takes effect. Optimizations are processed as an
asynchronous process and can be viewed in the Settings > System Jobs area of Dynamics 365. Notice that
an optimization may not be completely applied even after the system job is completed because the actual
index must be built in the back-end storage engine.
See also
Performance tuning and optimization

Manage your data
10/29/2018 • 2 minutes to read • Edit Online

Applies to Dynamics 365 (online), version 9.x
Applies to Dynamics 365 (online), version 8.x
Managing data in Dynamics 365 includes importing data into Dynamics 365, cleaning up duplicate records,
deleting data in bulk, and securing sensitive data through data encryption.

Add or remove sample data
8/24/2018 • 2 minutes to read • Edit Online

Applies to Dynamics 365 (online), version 9.x
Applies to Dynamics 365 (online), version 8.x
Sample data gives you something to experiment with as you learn Dynamics 365, and helps you see how data is
organized in the system. At some point, you’ll probably want to remove the sample data.
Or, if sample data isn’t installed on your system, you may want to add it for training purposes. Later, when you’re
ready, you can remove it.
IMPORTANT
Use sample data to learn and play around with system features. However, to avoid unwanted results, don’t associate it with
any data you actually need.

1. Make sure you have the System Administrator security role or equivalent permissions in Microsoft
Dynamics 365.
Check your security role
Follow the steps in View your user profile.
Don’t have the correct permissions? Contact your system administrator.
2. Go to Settings > Data Management.
3. Click Sample Data. You’ll see a message that tells you whether the sample data is currently installed.
4. Do one of the following:
Click Remove Sample Data, and then click Close.
-OR Click Install Sample Data, and then click Close.
See also
Work with accounts and contacts Create or edit an opportunity

Import data (all record types) from multiple sources
9/27/2018 • 2 minutes to read • Edit Online

Applies to Dynamics 365 (online), version 9.x
Applies to Dynamics 365 (online), version 8.x
Importing data is often the first important task that you need to perform after you have installed Dynamics 365
Customer Engagement. You can import data from various Dynamics 365 systems and data sources into standard
and customized fields of most business and custom entities in Dynamics 365. You can include related data, such as
notes and attachments. To assure data integrity, you can enable duplicate detection that prevents importing
duplicate records. More information: Detect duplicate data. For more complex data import scenarios, you can
write code using the data import web service. More information: Import data using web services.
Preliminary steps before you import the data into Dynamics 365 Customer Engagement include:
1. Preparing source data files in one of the following formats: comma-separated values (.csv), XML
Spreadsheet 2003 (.xml), Compressed (.zip) or text files. You can import data from one source file or several
source files. A source file can contain data for one entity type or multiple entity types.
2. Preparing data maps for mapping data contained in the source file to the Dynamics 365 record fields. You
must map every column in the source file to an appropriate field. Unmapped data isn’t imported. More
information: Select a data map
There are several ways to import data into Dynamics 365:
1. To import large volumes of data, we recommend a programmatic way, as most efficient. When you import
data programmatically, you gain additional capabilities that are not available when you use other methods
of importing data. These advanced capabilities include viewing stored source data, accessing error logs and
creating data maps that include complex transformation mapping, such as concatenation, split, and replace.
2. For smaller import jobs, you can use the Import Data Wizard tool included in the Dynamics 365 web
application. For information about the Import Data Wizard or how to import specific record types, see
Import accounts, leads, or other data.
NOTE
For the Import Data Wizard, the maximum file size for .zip files is 32 MB; for the other file formats, it’s 8 MB.
With the Import Data Wizard, you can specify the “Map Automatically” option. The wizard automatically maps all the
files and the column headings with Dynamics 365 record types and fields if:
The file names exactly match the display name of the record type.
The column headings of the file you are importing exactly match the display names of the fields in the
record.

3. To add data for an individual record, the quickest way is to use Quick Create from the nav bar or New
from the entity form.
See also
Detect duplicate data

Download a template for data import
8/24/2018 • 2 minutes to read • Edit Online

Applies to Dynamics 365 (online), version 9.x
Applies to Dynamics 365 (online), version 8.x
Whether your data is stored in spreadsheets, databases, or other systems, you'll want to import the data into
Dynamics 365 so you can keep track of all your customer information in one place. You use templates for
importing many types of records, such as accounts, leads or cases. There is a complete list in the Templates for
Data Import wizard.
1. Make sure you have the System Administrator security role or equivalent permissions in Microsoft
Dynamics 365.
Check your security role
Follow the steps in View your user profile.
Don’t have the correct permissions? Contact your system administrator.
2. Go to Settings > Data Management.
3. Choose Templates for Data Import.
4. In the Templates for Data Import dialog box, choose the record type that you want to download the
template for, and then select Download.
5. In the file download box, click Save or Save as and navigate to a location for the file.
6. Choose Close.
See also
Import accounts, leads, or other data
Import contacts

Detect duplicate data so you can fix or remove it
9/27/2018 • 2 minutes to read • Edit Online

Applies to Dynamics 365 (online), version 9.x
Applies to Dynamics 365 (online), version 8.x
To determine whether a record is a potential duplicate, Dynamics 365 uses duplicate detection rules. When
publishing a duplicate detection rule, a matchcode is created for each existing record. A matchcode is also created
when a record is created or updated. When a record is in the process of being created or updated, its matchcode
can be checked automatically against the matchcodes of existing records. By default, Dynamics 365 has simple
duplicate detection rules for accounts, contacts, and leads. For example, you detect duplicates by matching the
record fields, such as email address, first name, and last name.
Duplicate detection works by comparing generated match codes of existing records with each new record being
created. These match codes are created as each new record is created. Therefore, there is potential for one or more
duplicate records to be created if they are processed at the exact same moment. In addition to detecting duplicates
as they are created, you should schedule duplicate detection jobs to check for other potential duplicate records.
NOTE
Duplicate detection works with Dynamics 365 for tablets, but isn't available for Dynamics 365 for phones.

IMPORTANT
You have to be a system administrator or a system customizer to create, enable, and publish duplicate detection rules for
your organization.
After publishing a duplicate detection rule, increasing the length of fields that are included in the duplicate detection criteria
goes undetected. The field length could exceed the matchcode length limit and not be verified. This may result in duplicates
not being detected.
You can create multiple detection rules for the same entity type. However, you can publish a maximum of five duplicate
detection rules per entity type at one time.

You can detect duplicates:
When you create or update records for entities that enabled for duplicate detection. This includes records
created with Dynamics 365 for Outlook and tracked in Dynamics 365 web application. The duplicate
detection dialog is only displayed for the records created or updated in the Dynamics 365 user interface
(UI). For example, for records created by a workflow, the duplicate detection dialog is not displayed.
NOTE
Dynamics 365 has the ability to detect duplicates for the updated UI entities when you create or update records
using entity forms or grid views in the Dynamics 365 web application.

When Dynamics 365 for Outlook goes from offline to online.
During data import. You can specify whether or not to check for duplicates during the import.

NOTE
Duplicates can’t be detected when a user merges two records, converts a lead, or saves an activity as completed.
Duplicates also aren’t detected when a user changes the status of a record, such as activating or reactivating it.

To check for duplicates in the web application, you can use Detect Duplicates capability provided in More
Commands ( ) on the nav bar in the grid. The duplicate records are also detected when you import data
programmatically or through Import Data Wizard. In addition, you can check for duplicates by running scheduled
duplicate detection jobs. For step-by-step instructions on how to set up the duplicate detection job, see Run
system jobs to detect duplicates.
A duplicate detection job runs in the background while you do other things in Dynamics 365. You can request
email notification from Dynamics 365 upon the completion of a duplicate detection job.
See also
Import data (all record types)
Check for duplicates
Set up duplicate detection rules
Run system jobs to detect duplicates
Delete bulk records

Set up duplicate detection rules to keep your data
clean
8/24/2018 • 3 minutes to read • Edit Online

Applies to Dynamics 365 (online), version 9.x
Applies to Dynamics 365 (online), version 8.x
To maintain the integrity of your data, it’s a good idea to have rules in place to reduce duplicate records in the
system. Dynamics 365 includes default duplicate detection rules for accounts, contacts, and leads, but not for other
types of records. If you want the system to detect duplicates for other record types, you’ll need to create a new
rule.
After you’ve created duplicate detection rules, you need to turn duplicate detection on.
1. Make sure that you have the System Administrator, System Customizer, Sales Manager, Vice President of
Sales, Vice President of Marketing, or CEO -Business Manager security role or equivalent permissions.
Check your security role
a. Follow the steps in View your user profile.
b. Don’t have the correct permissions? Contact your system administrator.
2. Go to Settings > Data Management.
3. Choose Duplicate Detection Rules.
4. To create a new duplicate detection rule, choose New. Type a name and description.
–OR –
To edit an unpublished existing duplicate detection rule, choose the duplicate detection rule.
–OR –
To edit a published duplicate detection rule, select the rule. On the Actions menu, choose Unpublish, and
then choose the rule.
5. Select the criteria to be used to identify a record as a duplicate.
a. If you are creating a new rule:
In the Duplicate Detection Rule Criteria section, in the Base Record Type list, choose the
type of record that this rule applies to. For example, select Contacts.
In the Matching Record Type box, choose the type of record to compare. In most cases,
you’ll probably want to use the same record type for Base Record Type and Matching
Record Type. It’s also useful to be able to compare different record types. For example, you
might want to compare the Email field in Contacts to the Email field in Leads.
b. If you want the rule to consider only active records while detecting duplicates, select the Exclude
inactive matching records check box. You should also select this check box if your duplicate
detection rule criteria are based on a status field.
c. If you want the rule to be case-sensitive, select the Case-sensitive check box.

d. If you selected different record types for the base and matching record types, for each new criterion,
in the Base Record Field column, choose Select, and then choose a field name. In the same row, in
the Matching Record Field column, choose Select, and then choose a field name.
- OR If you selected the same record types for the base and matching record types, for each new criterion,
in the Field column, choose Select, and then choose a field.
e. In the same row, in the Criteria column, choose Select, and then choose an operator. For example,
select Exact Match.
f. If you specified Same First Characters or Same Last Characters, in the No. of Characters
column, choose Enter Value, and then enter the number of characters to compare.
g. If you don’t want the rule to consider blank fields (null values) as equal while identifying duplicates,
select the Ignore Blank Values check box.
IMPORTANT
If the duplicate detection rule contains only one condition, blank values are ignored during duplicate detection job.

The number of criteria that you can select is limited by the number of characters that can be stored in the
matchcode for the record. As you add criteria, watch the Current matchcode length value shown at the
bottom of the criteria list.

6. When you’re finished adding criteria, choose Save and Close.
7. To make the new or changed duplicate detection rule usable, select the rule, and then choose Publish.
When you publish a duplicate detection rule, a matchcode is created for every record in the matching
record type for that rule. You can publish only five rules for the same base record type (Account, for
example) at a time. You might need to delete or unpublish an existing rule if you bump up against this limit.

NOTE
We recommend that you set the duplicate detection criteria on a field that has unique values, for example, Email.
You can have more than one duplicate detection rule for each record type.

See also
Turn duplicate detection rules on or off for the whole organization
Run bulk system jobs to detect duplicate records
Merge duplicate records for accounts, contacts, or leads
Developer's Guide: Duplicate Rule entities

Turn duplicate detection rules on or off for the whole
organization
8/24/2018 • 2 minutes to read • Edit Online

Applies to Dynamics 365 (online), version 9.x
Applies to Dynamics 365 (online), version 8.x
To maintain the integrity of your data, it’s a good idea to set up duplicate detection rules to reduce duplicate
records in the system. Remember that after you create duplicate detection rules, you need to turn them on.
1. Make sure that you have the System Administrator, System Customizer, Sales Manager, Vice President of
Sales, Vice President of Marketing, or CEO -Business Manager security role or equivalent permissions.
Check your security role
a. Follow the steps in View your user profile.
b. Don’t have the correct permissions? Contact your system administrator.
2. Go to Settings > Data Management.
3. Choose Duplicate Detection Settings.
4. Select or clear the Enable duplicate detection check box.
NOTE
If your system contains a large number of records, checking for duplicates can impact performance.

5. If you’re turning duplicate detection on, select or clear the check boxes to set when duplicates are detected:
When a record is created or updated
The system checks for duplicates when a user enters or updates records.
IMPORTANT
Duplicates aren’t detected when a user merges two records, activates or deactivates a record, or saves a
completed activity.

When Dynamics 365 for Outlook goes from offline to online
For users of Dynamics 365 for Outlook, the system detects duplicates when the user synchronizes
their data after working offline, as long as users have enabled duplicate detection in Outlook. To
enable duplicate detection in Outlook, choose File > Dynamics 365 > Options. Choose the Local
Data tab, and then select the Enable duplicate detection during offline to online
synchronization check box.
During data import
When you use the Import Data wizard to bring in contacts, leads, accounts, or other types of data, the
wizard detects any duplicate records as long as you enable duplicate detection in the wizard. More
information: Import accounts, leads, or other data

6. Choose OK.
See also
Set up duplicate detection rules to keep your data clean
Frequently asked questions about synchronizing records between Microsoft Dynamics 365 and Microsoft Outlook
Run bulk system jobs to detect duplicate records

Run bulk system jobs to detect duplicate records
8/24/2018 • 2 minutes to read • Edit Online

Applies to Dynamics 365 (online), version 9.x
Applies to Dynamics 365 (online), version 8.x
To maintain the integrity of system data, you should check for duplicates regularly to make sure that users don’t
inadvertently create duplicate contacts, accounts, leads, or other types of records.
The Check for Duplicates wizard helps you set up a bulk “job” that finds and cleans up duplicate records. You can
schedule the job to run daily, and you can receive an email confirmation when the job finishes.
NOTE
If you haven’t already done so, create and publish duplicate detection rules, and turn duplicate detection on before you run
the wizard. More information: Set up duplicate detection rules to keep your data clean

1. Go to Settings > Data Management.
2. Click Duplicate Detection Jobs.
3. Click New, or select the name of the duplicate detection job you want to run.
You’ll see the Duplicate Detection wizard, which helps you create a job to check for duplicates.
4. Click Next.
5. In the Look for drop-down list, select the record type that you want to check for duplicates.
NOTE
What you see in this list depends on which duplicate detection rules are published. More information: Set up
duplicate detection rules to keep your data clean

6. In the Use Saved View drop-down list, select a view if you want to limit the records searched to records in
that view. For example, select Active Accounts. When you select a view, Dynamics 365 adds the criteria to
search on.
7. To further limit the records searched, click Select and then enter the criteria you want.

8. Click Next.
9. Accept the default name for the job, or type a different name.
10. Enter the start time for the job, and enter how often to run the job in days. (To run the job daily, type

1

.)

11. If you want to receive an email confirmation when the job is completed, select the Email options check
box. Enter an additional email address, if desired.
12. Click Next, and then click Submit.
See also
Set up duplicate detection rules to keep your data clean
Turn duplicate detection rules on or off for the whole organization
View and take action on bulk deletion jobs
Detect duplicate data

Remove a large amount of specific, targeted data
with bulk deletion
9/27/2018 • 2 minutes to read • Edit Online

Applies to Dynamics 365 (online), version 9.x
Applies to Dynamics 365 (online), version 8.x
The bulk deletion feature helps you to maintain data quality and manage the consumption of system storage in
Dynamics 365 by deleting data that you no longer need.
For example, you can delete the following data in bulk:
Stale data.
Data that is irrelevant to the business.
Unneeded test or sample data.
Data that is incorrectly imported from other systems.
With bulk deletion you can perform the following operations:
Delete data across multiple entities.
Delete records for a specified entity.
Receive email notifications when a bulk deletion finishes.
Delete data periodically.
Schedule the start time of a recurring bulk delete.
Retrieve the information about the failures that occurred during a bulk deletion.

Delete bulk data
1. Go to Settings > Data Management.
2. Choose Bulk Record Deletion.
3. Choose New to run the Bulk Deletion Wizard to create a bulk deletion job with the records you want to
delete.
For information about how to implement bulk delete in code, see Delete data in bulk.
See also
Manage your data
Data Encryption

View and take action on bulk deletion jobs
8/24/2018 • 2 minutes to read • Edit Online

Applies to Dynamics 365 (online), version 9.x
Applies to Dynamics 365 (online), version 8.x
You can view the status of, pause, postpone, and resume a system job that you created using Bulk Record
Deletion.
1. Go to Settings > Data Management.
2. Choose Bulk Record Deletion.
3. In the Bulk Record Deletion window, you can perform the actions described in the following table.
TO

DO THIS

View status

Look in the Status Reason column.

View detailed status, including success and failure
information

Select the bulk-deletion job.

View queries submitted for deletion

Select the bulk-deletion job, and then under Information,
choose Properties.

Review the errors

Select the bulk-deletion job, and then under Related,
choose Failures.

Pause a bulk-deletion job

1. Select the bulk-deletion job, and then on the Actions
menu, choose Pause.
2. When the confirmation message appears, choose OK.
Note: Bulk deletion jobs of fewer than 1,000 records
cannot be paused.

Postpone a bulk-deletion job

1. Select the bulk-deletion job, and then on the Actions
menu, choose Postpone.
2. When the confirmation message appears, choose OK.

Resume a bulk-deletion job

1. Select the bulk-deletion job, and then on the Actions
menu, choose Resume.
2. When the confirmation message appears, choose OK.

Cancel a bulk-deletion job

1. Select the bulk-deletion job, and then on the Actions
menu, choose Cancel.
2. When the confirmation message appears, choose OK.

TO

DO THIS

Modify recurrence of a bulk-delete job

1. Select the bulk-deletion job, and then on the Actions
menu, choose Modify Recurrence.
2. If you select the Run this job after every check box,
specify the interval after which you want the bulk-deletion
job to run, and then choose OK.
If you select the Run this job after every check box when
you create a bulk-deletion job, the job becomes recurring
and is moved to the Recurring Bulk Deletion System
Jobs view. You can only change the recurrence for these
recurring bulk-deletion jobs.

See also
Manage your data (for admins)
Delete bulk records

Monitor and manage system jobs
8/24/2018 • 2 minutes to read • Edit Online

Applies to Dynamics 365 (online), version 9.x
Applies to Dynamics 365 (online), version 8.x
Several Dynamics 365 features use system jobs to perform tasks automatically, including workflows, import, and
duplicate detection, running independently or in the background.
You can monitor them to ensure that they run smoothly or have completed successfully. Go to Settings > System
Jobs to see a grid view of system jobs.

Monitoring system jobs
If there is a problem with a system job, you can cancel, postpone, pause, or resume it. Select a job and then select
the Actions menu.
Canceling system jobs
You cannot resume a canceled system job.
Postponing completion of system jobs
Postponing an active system job stops any current and subsequent actions. You can specify a later time
when you want the system job to restart.
Pausing system jobs
You can resume a paused system job.
Resuming paused system jobs
Resuming restarts a system job that was paused.
TIP
1. If a system job fails, you can view the details about what steps failed and what the problems may have been. First,
open the system job record. To display details about system job failures, move your pointer over the warning
symbols.
2. To view system job failures in a format that you can print or copy and paste, click the Print button.

NOTE
You cannot make changes to the status of a system job that has been completed or canceled.

Audit data and user activity for security and
compliance
8/24/2018 • 4 minutes to read • Edit Online

Applies to Dynamics 365 (online), version 9.x
Applies to Dynamics 365 (online), version 8.x
The Dynamics 365 auditing feature logs changes that are made to customer records and user access so you can
review the activity later. The auditing feature is designed to meet the auditing, compliance, security, and governance
policies of many regulated enterprises.
The audit logs help the Dynamics 365 Administrator answer questions such as:
Which user was accessing the system and when?
Who updated this field value on this record and when?
What was the previous field value before it was updated?
What actions has this user taken recently?
Who deleted this record?
What locale was used to make the update?
The following operations can be audited:
Create, update, deactivate, and delete operations on records.
Changes to the sharing privileges of a record.
The N:N association or disassociation of records.
Changes to security roles.
Audit changes at the entity, attribute, and organization level. For example, enabling audit on an entity.
Deletion of audit logs.
For changes made to entity fields that can be localized, such as the Product entity name or description fields,
the locale ID (LCID ) appears in the audit record.
System administrators and customizers can start or stop auditing for an organization.
IMPORTANT
For Dynamics 365 (on-premises), you may notice that auditing can significantly increase the size of the organization database
over time. You can delete audit logs by going to Settings > Auditing > Audit Log Management. Additionally, you may
want to stop auditing for maintenance purposes. Stopping auditing stops tracking for the organization during the period
until auditing is started again. When you start auditing again, the same auditing selection is maintained that was previously
used.

Start or stop auditing for an organization
This task requires the system administrator or customizer security role or equivalent permissions.

1. Go to Settings > Administration.
2. Choose System Settings.
3. On the Auditing tab, select the Start Auditing check box to start auditing. Clear the Start Auditing check
box to stop all auditing.
4. Select the entities you want to track. To start or stop auditing on specific entities, select or clear the following
check boxes:
Audit user access. Tracks when a user accesses Dynamics 365 including the user name and time.
Common Entities. Tracks common entities like Account, Contact, Goal, Product, and User.
Sales Entities. Tracks sales-related entities lilke Competitor, Opportunity, Invoice, Order, and Quote.
Marketing Entities. Tracks Campaign entity activity.
Customer Service Entities. Tracks Case, Contract, Queue, and Service entity activity.
5. Click OK.

View audit logging details
System administrators can see activity for the entities that are enabled for audit logging.
1. Go to Settings > Auditing.
2. Choose Audit Summary View.
3. In the Audit Summary View, you can do the following:
Click Enable/Disable Filters to turn on filtering. Then, you can filter on a specific event, such as
Delete actions.
Choose an Event to view specific details about the activity, such as field changes that were made
during an update to a record and who performed the update.
Click the Refresh button

to view the most recent activity.

Enable or disable entities and fields for auditing
System administrators or customizers can change the default audit settings for entities and for specific fields for an
entity.
To enable or disable auditing for an entity
1. Go to Settings > System.
2. Click Auditing.
3. In the Audit area, choose Entity and Field Audit Settings.
4. Under Components, expand Entities.
5. Open the entity for which you want to enable or disable auditing.
6. To start auditing, on the General tab, in the Data Services section, select the Auditing check box to enable
auditing, or clear the Auditing check box to disable it.
By default, when you start or stop auditing for an entity, you also start or stop auditing for all the fields of
this entity.

7. Click Save.
8. Publish the customization. To publish for a single entity, choose the entity, such as Account, and then click
Publish on the toolbar.
To enable or disable auditing for specific fields on an entity
9. Under the entity for which you want to enable or disable auditing with specific fields, click Fields.
10. To enable or disable a single field, open the field and in the Auditing section, select Enable or Disable.
To enable or disable more than one field, select the fields you want, and then on the toolbar click Edit. In the
Edit Multiple Fields dialog box, in the Auditing area, click Enabled or Disabled.
11. Click Save.
12. Publish the customization. To publish for a single entity, choose the entity, such as Account, and then click
Publish on the Actions toolbar.
See also
Manage security, users and teams
Getting started with customization

Enhance security by encrypting your data
8/24/2018 • 2 minutes to read • Edit Online

Applies to Dynamics 365 (online), version 9.x
Applies to Dynamics 365 (online), version 8.x
Dynamics 365 uses standard SQL Server cell level encryption for a set of default entity attributes that contain
sensitive information, such as user names and email passwords. This feature can help organizations meet FIPS
140-2 compliance.
For Dynamics 365 (online), all new and upgraded organizations use data encryption by default. Data encryption
can’t be turned off.
Dynamics 365 users who have the system administrator security role can change the encryption key at any time.

Change an organization encryption key
1. Go to Settings > Data Management.
2. Click Data Encryption.
3. In the Change Encryption Key box type the new encryption key and then select Change.
4. Select OK in the confirmation message and then click Close to exit the Data Encryption page.
5. We recommend that you copy the key to a safe place. Copy your organization data encryption key

Copy your organization data encryption key
We strongly recommend that you make a copy of your data encryption key.
1. Sign in to Dynamics 365 as a user with the system administrator security role.
2. Go to Settings > Data Management.
3. Click Data Encryption.
4. In the Data Encryption dialog box, select Show Encryption Key, in the Current encryption key box
select the encryption key, and copy it to the clipboard.
5. Paste the encryption key in to a text editor, such as Notepad.
WARNING
By default, Dynamics 365 generates a passphrase that is a random collection of Unicode characters. Therefore, you
must save the system-generated passphrase by using an application and file that supports Unicode characters. Some
text editors, such as Notepad use ANSI coding by default. Before you save the passphrase using Notepad, select
Save As, and then in the Encoding list, select Unicode.

6. As a best practice, save the text file that contains the encryption key on a computer in a secure location on
an encrypted hard drive.
See also
SQL Server Encryption

FIPS 140 Evaluation
Manage Your Data
Manage configuration data

Remove user personal data
8/24/2018 • 2 minutes to read • Edit Online

Applies to Dynamics 365 (online), version 9.x
Applies to Dynamics 365 (online), version 8.x
After a user is deleted by the global admin from the Office 365 Admin center, the user's personal data can be
removed from all tenant instances. A user is deleted from the Office 365 Admin center when:
1. The user leaves the company. In this scenario, the user record remains in the tenant’s Active Directory for 30
days before the record is deleted.
-Or2. The user requests their personal data be deleted. The user record is deleted immediately.
Once the user record is deleted from Active Directory, Dynamics 365 system admins can remove the user's
personal data from all instances.

Remove user personal data via User form
When the user record is deleted from Active Directory, the following message is displayed on the User form:
"This user’s information is no longer managed by Office 365. You can update this record to comply with the GDPR
by removing or replacing all personal data."
To remove personal data:
1.
2.
3.
4.

Click Settings > Security > Users.
Select Disabled Users view.
Select a user.
Remove personal data, and then click Save.

Remove user personal data via Excel Import/Export
1.
2.
3.
4.
5.
6.
7.
8.
9.

Click Settings > Security > Users.
Select Disabled Users view.
Create an Excel template with all the user personal data columns that you want to update.
Click on Download File.
Open the downloaded Excel file, make your updates, and then save the file.
Return to the Disabled Users view window and click Import Data.
Choose your updated Excel in the Upload data file dialog box.
Make all the necessary changes on the Map Fields window.
Click Next and Submit.

Remove user personal data using Web services
You can also update the data for a disabled user using the Web API or Organization service. The user information
is stored in the SystemUser entity, and you can update data in any of the writeable attributes in the SystemUser
entity. For examples about updating data in a record, see:
Update and delete entities using the Web API

Use the Entity class for create, update and delete
See also
Analyze and share your data with Excel templates

Manage storage
8/24/2018 • 2 minutes to read • Edit Online

Applies to Dynamics 365 (online), version 9.x
Applies to Dynamics 365 (online), version 8.x
You can manage your organization’s data storage capacity in connection with your subscription to Dynamics 365
(online). The type of subscription you purchase determines the amount of storage initially allocated to your
organization. If you run out of storage, you can add more.
You can also gain storage by deleting certain types of unnecessary data in Dynamics 365 (online). For information
on deleting data, see: Free storage space in Dynamics 365.
For information on storage amounts included with the various Dynamics 365 (online) plans, see: Dynamics 365
pricing.

Monitor the amount of storage your organization is using
Monitor your Dynamics 365 (online) storage to make sure you’ve got lots of capacity for growth.
If your total storage used is 80% or more of capacity, Dynamics 365 admins will receive email notifications and
alerts will appear on the Service Health page.
1. Browse to the Office 365 admin center and sign in using Office 365 Global administrator credentials.
2. Click Admin centers > Dynamics 365.
3. Choose the Service Health tab.

Add storage to Dynamics 365 (online)
As a global or billing administrator, you can purchase additional storage for your company on Office 365 Admin
Center by following the steps below. Learn how to find your global or billing administrator.
If you purchase through volume licensing or a cloud solutions provider, please contact your partner directly.
1. Browse to the Office 365 admin center and sign in using Office 365 Global administrator credentials.
2. Click Billing > Purchase Services.
3. Scroll down to the Add-on subscriptions section and mouse over the Dynamics 365 - Additional

Database Storage tile.

4. Click Buy now, and then proceed through the order process.
If you paid for the subscription by credit card, any additional storage space that you order will be available
immediately after you receive an order confirmation. If you’re invoiced for subscription payments, you may
be asked to complete a credit check. In this case, the additional storage will not be available until the credit
check is passed.

What happens if you exceed your storage limit?
Dynamics 365 System administrators will receive frequent email notifications which will cease once additional
storage is added or storage is reduced to below the limit.
See also
Manage Microsoft Dynamics 365 (online) instances
Free storage space in Microsoft Dynamics 365
Manage subscriptions, licenses, and user accounts
Global and Service administrators can administer Dynamics 365 without a license

Free storage space
8/24/2018 • 10 minutes to read • Edit Online

Applies to Dynamics 365 (online), version 9.x
Applies to Dynamics 365 (online), version 8.x
These are ways to reduce the amount of storage space used by removing or deleting different types of information
from Dynamics 365. Use one or more of these methods to control your total data storage usage with Dynamics
365. You can delete certain categories of data as the need arises, or you can set up bulk deletion jobs to reoccur at
set intervals.
WARNING
The suggestions in this topic include deleting notes, attachments, import history, and other data. Before you delete data, be
sure that the data is no longer needed because you cannot retrieve deleted data. There is no “undo” to restore your data
once it has been deleted. This means it may make more sense for you to increase the amount of storage space you have
with your Microsoft Dynamics 365 subscription instead of reducing the amount of storage space used.

NOTE
Except for methods 3 and 5, all these methods require that you have an administrator Dynamics 365 security role, such as
System Administrator. This gives you permission to delete records in bulk and to delete system jobs.
After performing actions to free up storage, the system can take up to 24 hours to update storage information. We
recommend waiting up to 24 hours and monitoring your storage.

Method 1: Delete bulk email and workflow instances using a bulk
deletion job
WARNING
If you delete this data, you will no longer be able to tell if an email was sent through bulk email or if a workflow rule ran
against a record. The emails that were sent and the actions that ran against the record in the workflow will remain.

1. Go to Settings > Data Management.
2. Choose Bulk Record Deletion. In the menu bar, choose New. This opens the Bulk Deletion Wizard.
3. Choose Next.
4. In the Look for list, select System Jobs.
5. In the search criteria area, add criteria similar to the following:
System Job Type – Equals – Bulk E -mail; Workflow;
Status Reason – Equals – Succeeded
Completed On – Older Than X Months – 1
6. Group the three criteria rows:

a. Choose the arrow next to each criteria row, and then choose Select Row.
b. With all three rows selected, choose Group AND.
7. Choose Next.
8. In the Name text box, type a name for the bulk deletion job.
9. Select a date and time for the job start time; preferably a time when users are not in Dynamics 365.
10. Select the Run this job after every check box, and then in the days list, select the frequency you want the
job to run.
11. If you want a notification e-mail sent, select the Send an e-mail to me (email@domain.com ) when this
job is finished check box.
12. Choose Next, review the bulk deletion job, and then choose Submit to create the recurring job.

Method 2: Evaluate and delete suspended workflows
Sometimes workflows will enter a suspended state because there is a condition that will never be met or some
other reason that will not allow the workflow to continue.
WARNING
Some workflows will be in a suspended state because they are waiting for a condition that has not yet been met, which is
expected. For example, a workflow may be waiting for a task to be completed.

1. Choose Advanced Find.
2. In the Look for list, select System Jobs.
3. In the search criteria area, add criteria similar to the following:
System Job Type – Equals – Workflow
Status Reason – Equals – Waiting
4. Group the two criteria rows:
a. Choose the arrow next to each criteria row, and then choose Select Row.
b. With all three rows selected, choose Group AND.
5. Choose Find.
6. In the results window, you can open each item to determine whether the workflow can be deleted.

Method 3: Remove email attachments using Advanced Find
WARNING
If you delete this data, the attachments will no longer be available in Dynamics 365. However, if you have them saved in
Office Outlook, they will still be there.

1. Choose Advanced Find.
2. In the Look for list, select Email Messages.
3. In the search criteria area, add criteria similar to the following:

Email Attachments (Item )
File Size (Bytes) – Is Greater Than - In the text box, type a byte value, such as 25000.
4. Choose Results.
5. Under Activities, you will now have a list of email messages that have attachments that are larger than ‘X’
bytes. Review the emails and delete the attachments as needed.

Method 4: Remove email messages with attachments using a bulk
deletion job
WARNING
If you delete this data, the email messages and their associated attachments will no longer be available in Dynamics 365.
However, if you have them saved in Office Outlook, they will still be there.

1. Go to Settings > Data Management.
2. Choose Bulk Record Deletion, and then in the menu bar, choose New. This opens the Bulk Deletion
Wizard.
3. Choose Next.
4. In the Look for list, select Email Messages.
5. In the search criteria area, add criteria similar to the following:
Status Reason – Equals – Completed
Actual End – Older Than X Months – 1
Email Attachments (Item )
File Size (Bytes) – Is Greater Than – In the text box, type a byte value, such as 25000.
6. Group the first two criteria rows:
a. Choose the arrow next to each criteria row, and then choose Select Row.
b. With both rows selected, choose Group AND.
7. Choose Next.
8. In the Name text box, type a name for the bulk deletion job.
9. Select a date and time for the job start time; preferably a time when users are not in Dynamics 365.
10. Select the Run this job after every check box, and then in the days list, select the frequency you want the
job to run.
11. If you want a notification e-mail sent, select the Send an email to me (email@domain.com ) when this
job is finished check box.
12. Choose Next, review the bulk deletion job, and then choose Submit to create the recurring job.

Method 5: Remove notes with attachments using Advanced Find

WARNING
If you delete this data, notes and their associated attachments will no longer be available in Dynamics 365.

1. Choose Advanced Find.
2. In the Look for list, select Notes.
3. In the search criteria area, add criteria similar to the following:
File Size (Bytes) – Is Greater Than – In the text box, type a byte value, such as 1048576.
4. Choose Results.
5. You will now have a list of attachments that are larger than the size you specified.
6. Select individual or a multiple attachments, and then choose Delete (X).

Method 6: Remove notes with attachments using a bulk deletion job
WARNING
If you delete this data, notes and their associated attachments will no longer be available in Dynamics 365.

1. Go to Settings > Data Management.
2. Choose Bulk Record Deletion, and then in the menu bar, choose New. This opens the Bulk Deletion
Wizard.
3. Choose Next.
4. In the Look for list, select Notes.
5. In the search criteria area, add criteria similar to the following:
File Size (Bytes) – Is Greater Than – In the text box, type a byte value, such as 1048576.
Created On – Older Than X Months – 1
6. Group the two criteria rows:
a. Choose the arrow next to each criteria row, and then choose Select Row.
b. With all three rows selected, choose Group AND.
7. Choose Next.
8. In the Name text box, type a name for the bulk deletion job.
9. Select a date and time for the job start time; preferably a time when users are not in Dynamics 365.
10. Select the Run this job after every check box, and then in the days list, select the frequency you want the
job to run.
11. If you want a notification e-mail sent, select the Send an email to me (email@domain.com ) when this
job is finished check box.
12. Choose Next, review the bulk deletion job, and then choose Submit to create the recurring job.

Method 7: Remove bulk duplicate detection jobs and associated copies

of duplicate records
Every time that a duplicate detection job runs, a copy of each duplicate record is stored in the database as part of
the duplicate detection job. For example, if you have 100 duplicate records, every time that you run a duplicate
detection job that finds these duplicates, whether it is manual or reoccurring, those 100 duplicate records will be
stored in the database under that instance of that duplicate job until the duplicates are merged or deleted, or until
the instance of that duplicate detection job is deleted.
1. Go to Settings > Data Management.
2. Choose Duplicate Detection Jobs.
3. Select the duplicate detection job instances you want to delete and then choose Delete (X).
To avoid wasting storage space, make sure duplicates are resolved promptly so that they are not reported in
multiple duplicate detection jobs.

Method 8: Delete bulk import instances using a bulk deletion job
Every time you perform a bulk import, there is a system job associated with that import. The system job details
show which records imported successfully and which records failed.
WARNING
After you delete these bulk import jobs, you will not be able to see what data was imported and you cannot roll back the
import.

1. Go to Settings > Data Management.
2. Choose Bulk Record Deletion, and then in the menu bar, choose New. This opens the Bulk Deletion
Wizard.
3. Choose Next.
4. In the Look for list, select System Jobs.
5. In the search criteria area, add criteria similar to the following:
System Job Type – Equals – Import
Status Reason – Equals – Succeeded
Completed On – Older Than X Months – 1
6. Group the three criteria rows:
a. Choose the arrow next to each criteria row, and then choose Select Row.
b. With all three rows selected, choose Group AND.
7. Choose Next.
8. In the Name text box, type a name for the bulk deletion job.
9. Select a date and time for the job start time; preferably a time when users are not in Dynamics 365.
10. Select the Run this job after every check box, and then in the days list, select the frequency you want the
job to run.
11. If you want a notification e-mail sent, select the Send an email to me (email@domain.com ) when this
job is finished check box.

12. Choose Next, review the bulk deletion job, and then choose Submit to create the recurring job.

Method 9: Delete bulk deletion job instances using a bulk deletion job
When you are bulk deleting data, such as in many of the methods described in this article, a bulk deletion system
job is created and can be deleted.
WARNING
After you delete these jobs, you will lose the history of the prior bulk deletion jobs that you’ve run.

1. Go to Settings > Data Management.
2. Choose Bulk Record Deletion, and then in the menu bar, choose New. This opens the Bulk Deletion
Wizard.
3. Choose Next.
4. In the Look for list, select System Jobs.
5. In the search criteria area, add criteria similar to the following:
System Job Type – Equals – Bulk Delete
Status Reason – Equals – Succeeded
Completed On – Older Than X Months – 1
NOTE
You could also delete jobs that have failed or been canceled.

6. Group the three criteria rows:
a. Choose the arrow next to each criteria row, and then choose Select Row.
b. With all three rows selected, choose Group AND.
7. Choose Next.
8. In the Name text box, type a name for the bulk deletion job.
9. Select a date and time for the job start time; preferably a time when users are not in Dynamics 365.
10. Select the Run this job after every check box, and then in the days list, select the frequency you want the
job to run.
11. If you want a notification e-mail sent, select the Send an email to me (email@domain.com ) when this
job is finished check box.
12. Choose Next, review the bulk deletion job, and then choose Submit to create the recurring job.

Method 10: Delete audit logs
When you enable auditing, Dynamics 365 creates audit logs to store the audit history of the records. You can
delete these audit logs to free space when they are no longer needed.

WARNING
When you delete an audit log, you can no longer view the audit history for the period covered by that audit log.

1. Go to Settings > Auditing.
2. In the Audit area choose Audit Log Management.
3. Select the oldest audit log, then choose Delete Logs.
4. In the confirmation message choose OK.
NOTE
You can only delete the oldest audit log in the system. To delete more than one audit log repeat deleting the oldest available
audit log until you have deleted enough logs.

See also
Manage your data
Data Encryption
Manage Microsoft Dynamics 365 (online) instances

Fixing Add License Wizard and Add Storage Wizard
errors
8/24/2018 • 2 minutes to read • Edit Online

Applies to Dynamics 365 (online), version 9.x
Applies to Dynamics 365 (online), version 8.x
You may see an error while running the Add User License Wizard if you have:
Reached the maximum number of licenses available for your offer.
Attempted to remove licenses, which would result in less than the minimum number of licenses required by
your offer.
IMPORTANT
To see other offers available to you, on the Subscription Management page, under Application Usage, click or tap
View Offers. If you are eligible to change your current offer, the offers will be listed. If you are not eligible for an offer
at this time, contact the Dynamics 365 sales team.

You may see an error while running the Add Storage Wizard if you have:
Reached the storage limit available for your offer.
The minimum amount of storage for that offer.
If you cannot add storage from your Microsoft Dynamics 365 subscription, it might be that your current offer has a
limited amount of storage available.
See also

Recover database space by deleting audit logs
8/24/2018 • 2 minutes to read • Edit Online

Applies to Dynamics 365 (online), version 9.x
Applies to Dynamics 365 (online), version 8.x
When you enable auditing, Dynamics 365 stores the change history for transactions in the form of audit logs in the
database. You can delete the old or unwanted logs to clean up the database space.
Cau t i on

When you delete an audit log, you can no longer view the audit history for the period covered by that audit log.
1. Make sure that you have the System Administrator or System Customizer security role or equivalent
permissions.
Check your security role
Follow the steps in View your user profile.
Don’t have the correct permissions? Contact your system administrator.
2. Go to Settings > Auditing.
3. Choose Audit Log Management
4. Select the oldest audit log. Then, on the command bar, choose Delete Logs.
5. In the confirmation message, choose OK.
NOTE
You can only delete the oldest audit log in the system. To delete more than one audit log, continue to delete the
oldest audit log until you have deleted enough logs.

See also
Audit data and user activity

Enable change tracking to control data
synchronization
8/24/2018 • 2 minutes to read • Edit Online

Applies to Dynamics 365 (online), version 9.x
Applies to Dynamics 365 (online), version 8.x
Large Dynamics 365 organizations that synchronize their data with external data sources can now enable entities
for change tracking. You can export or retrieve a selected set of Dynamics 365 data, and then keep the external
data warehouse in sync.
By selecting, or deselecting, change tracking for specific entities you can reduce the load on your server resources
and save processing time when extracting Dynamics 365 data and synchronizing it to an external store. You can
enable change tracking for both system and custom entities.
1. Go to Customizations > Customize the System.
2. Select an entity, and under Data Services, select the Change Tracking check box.

See also

Replicate data to Azure SQL Database
9/21/2018 • 26 minutes to read • Edit Online

Applies to Dynamics 365 (online), version 9.x
The Dynamics 365-Data Export Service is an add-on service made available on Microsoft AppSource that adds
the ability to replicate Dynamics 365 (online) data to a Azure SQL Database store in a customer-owned Azure
subscription. The supported target destinations are Azure SQL Database and SQL Server on Azure virtual
machines. The Data Export Service intelligently synchronizes the entire Dynamics 365 data initially and thereafter
synchronizes on a continuous basis as changes occur (delta changes) in the Dynamics 365 (online) system. This
helps enable several analytics and reporting scenarios on top of Dynamics 365 data with Azure data and analytics
services and opens up new possibilities for customers and partners to build custom solutions.
NOTE
You can use the Data Export Service with:
Dynamics 365 (online)
Dynamics 365 (online), version 9.0

For information about the programmatic interface for managing configuration and administration of the Data
Export Service, see Data Export Service.

Prerequisites for using Data Export Service
To start using the Data Export Service, the following prerequisites are required.
Azure SQL Database service
A customer owned Azure SQL Database subscription. This subscription must allow the volume of data that
is synchronized.
Firewall settings. We recommend that you turn off Allow access to Azure services and specify the
appropriate client IP addresses listed in this topic. More information: Azure SQL database static IP
addresses used by the Data Export Service
Alternatively, you can turn on Allow access to Azure services to allow all Azure services access.
For SQL Server on Azure VM, the “Connect to SQL Server over the Internet” option should be enabled.
More information: Azure: Connect to a SQL Server Virtual Machine on Azure (Classic Deployment)
The database user must have permissions at the database and schema level according to the following
tables. The database user is used in the data export connection string.
Database permissions required.

Permission type code

Permission name

CRTB

CREATE TABLE

CRTY

CREATE TYPE

CRVW

CREATE VIEW

CRPR

CREATE PROCEDURE

ALUS

ALTER ANY USER

VWDS

VIEW DATABASE STATE

Schema permissions required.

Permission type code

Permission name

AL

ALTER

IN

INSERT

DL

DELETE

SL

SELECT

UP

UPDATE

EX

EXECUTE

RF

REFERENCES

Azure Key Vault service
Customer owned Key Vault subscription, which is used to securely maintain the database connection string.
Grant PermissionsToSecrets permission to the application with the id "b861dbcc-a7ef-4219-a0050e4de4ea7dcf." This can be completed by running the AzurePowerShell command below and is used to
access the Key Vault that contains the connection string secret. More information: How to set up Azure Key
Vault
The Key Vault should be tagged with the Dynamics 365 organization (OrgId) and tenant ids (TenantId). This
can be completed by running the AzurePowerShell command below. More information: How to set up
Azure Key Vault
Dynamics 365 (online )
A Dynamics 365 (online), version 9.0 or later version instance.
The Data Export Service solution must be installed. Get it now from Microsoft AppSource.
The entities that will be added to the Export Profile must be enabled with change tracking. To ensure a
standard or custom entity can be synchronized go to Customization > Customize the System, and then
click the entity. On the General tab make sure the Change Tracking option under the Data Services
section is enabled.
You must have the System Administrator security role in the instance of Dynamics 365 (online).
Web browser
Enable pop-ups for the domain https://discovery.crmreplication.azure.net/ in your web browser. This is required

for auto-sign in when you navigate to Settings > Data Export.

Services, credentials, and privileges required
To use the Data Export Service feature, you must have the following services, credentials, and privileges.
A Dynamics 365 (online) subscription. Only users that are assigned the Dynamics 365 System
Administrator security role can set up or make changes to an Export Profile.
Azure subscription that includes the following services.
Azure SQL Database or AzureSQL Server on Azure virtual machines.
Azure Key Vault.
IMPORTANT
To use the Data Export Service the Dynamics 365 (online) and Azure Key Vault services must operate under the same tenant
and within the same Azure Active Directory. More information: Azure integration with Office 365
The Azure SQL Database service can be in the same or a different tenant from the Dynamics 365 (online) service.

What you should know before using the Data Export Service
Export Profiles must be deleted and then re-created whenever you perform any of the following actions on
a Dynamics 365 (online) instance.
Restore an instance.
Copy (either full or minimal) an instance.
Reset an instance.
Move an instance to a different country or region.
To do this, delete the Export Profile in the EXPORT PROFILES view, then delete the tables and stored
procedures, and then create a new profile. More information: How to delete all Data Export Profile tables
and stored procedures
The Data Export Service doesn’t work for Dynamics 365 (online) sandbox instances that are configured
with Enable administration mode turned on. More information: Administration mode
The Data Export Service does not drop (delete) the associated tables, columns, or stored procedure objects
in the destination Azure SQL database when the following actions occur.
An entity is deleted in Dynamics 365 (online).
A field is deleted in Dynamics 365 (online).
An entity is removed from an Export Profile.
These items must be dropped manually. How to delete Data Export Profile tables and stored
procedures for a specific entity Metadata delete notifications are logged in the
unprocessablemessages folder. Error handling and monitoring

Export Profile
To export data from Dynamics 365 (online), the Dynamics 365 (online) administrator creates an Export Profile.
Multiple profiles can be created and activated to synchronize data to different destination databases
simultaneously.

The Export Profile is the core concept of the Data Export Service. The Export Profile gathers set up and
configuration information to synchronize data with the destination database. As part of the Export Profile, the
administrator provides a list of entities to be exported to the destination database. Once activated, the Export
Profile starts the automatic synchronization of data. Initially, all data that corresponds to each selected entity is
exported. Thereafter, only the changes to data as they occur to the entity records or metadata in Dynamics 365
(online) are synchronized continuously using a push mechanism in near real time. Therefore, you don’t need to set
up a schedule to retrieve data from Dynamics 365 (online).
Only entities that have change tracking enabled can be added to the Export Profile. Notice that, most of the
standard Dynamics 365 entities which capture data are change tracking enabled. Custom entities must be
explicitly enabled for change tracking before you can add them to an Export Profile. More information: Enable
change tracking to control data synchronization
The Data Export Service does both metadata and data synchronization. Each entity translates into one table, and
each field translates into a column in the destination database table. Table and column names use the schema
name of the Dynamics 365 metadata.
Once activated, an Export Profile gathers statistics for data synchronization that helps in operational visibility and
diagnostics of the data exported.
Data synchronization available with an Export Profile

Category

Feature

Supported data types

Initial Sync

Metadata - Basic Data Types

Whole Number, Floating Point Number,
Decimal Number, Single Line of Text,
Multi Line of Text, Date and Time data
types.

Initial Sync

Metadata - Advanced Data Types

Currency, PartyList, Option Set, Status,
Status Reason, Lookup (including
Customer and Regarding type lookup).
PartyList is only available for export
version 8.1 and above.

Initial Sync

Data - Basic Types

All basic data types.

Initial Sync

Data - Advanced Types

All advanced data types.

Delta Sync

Modify Schema - Basic Types

Add or modify field change, all basic
data types.

Delta Sync

Modify Schema - Advanced Types

Add or modify field change, all
advanced data types.

Delta Sync

Modify Data - Basic Types

All basic data types.

Delta Sync

Modify Data - Advanced Types

All advanced data types, such as
PartyList.

Create an Export Profile
Ensure that following requirements are met before creating an Export Profile.
The Data Export Service solution is installed in your Dynamics 365 (online) instance.

Maintain the SQL Database connection string in the Key Vault and copy the Key Vault URL to provide in the
Export Profile. More information: Azure: Get started with Azure Key Vault
The entities to be added to the Export Profile are enabled for change tracking. More information: Enable
change tracking to control data synchronization
Your SQL Database service has enough storage space to store the Dynamics 365 data.
You are a System Administrator in the Dynamics 365 (online) instance.
1. In Dynamics 365 (online), go to Settings > Data Export.
2. Review the notice, and click Continue or Cancel if you don't want to export data.
3. Click New to create a new Export Profile.
4. In the Properties step, enter the following information, and then click Next to continue without connecting
to the Key Vault. Clicking Validate uses the Key Vault URL you provided to connect to the Key Vault.
Name. Unique name of the profile. This field is mandatory.
Key Vault Connection URL. Key Vault URL pointing to the connection string stored with
credentials used to connect to the destination database. This field is mandatory. More information:
How to set up Azure Key Vault
IMPORTANT
The Key Vault Connection URL is case-sensitive. Enter the Key Vault Connection URL exactly as it is displayed
after you run the Windows PowerShell commands in this topic.

Schema. Name for an alternative database schema. Only alphanumeric characters are valid. This
field is optional. By default, dbo is the schema that is used for the destination SQL Database.
Prefix. Prefix to be used for the table names created in the destination database. This helps you
easily identify the tables created for the Export Profile in the destination database. When specified,
make sure that the prefix is less than 15 characters. This field is optional and only alphanumeric
characters are allowed.
Retry count. The number of times a record is retried in case of a failure to insert or update in the
destination table. This field is mandatory. Acceptable values are 0-20 and the default is 12.
Retry interval. The number of seconds to wait before a retry in case of a failure. This field is
mandatory. Acceptable values are 0-3600 and the default is 5.
Write Delete Log. Optional setting for logging deleted records.

5. In the Select Entities step, select the entities that you want to export to the destination SQL Database, and
then click Next.

6. In the Select Relationships step, you can synchronize the M:N (many-to-many) relationships that exist
with the entities you selected in the previous step. Click Next.

7. In the Summary step, click Create and Activate to create the profile record and connect to the Key Vault,
which begins the synchronization process. Otherwise, click Create to save the Export Profile and activate
later.

Modify an existing Export Profile
You can add or remove the entities and relationships in an existing Export Profile that you want to replicate.
1. In Dynamics 365 (online), go to Settings > Data Export.
2. In the All Data Export Profile view, select the Export Profile that you want to change.

3. On the Actions toolbar, click MANAGE ENTITIES to add or remove entities for data export. To add or
remove entity relationships, click MANAGE RELATIONSHIPS.

4. Select the entities or entity relationships that you want to add or remove.

5. Click Update to submit your changes to the Export Profile.
IMPORTANT
When you remove an entity or entity relationship from an Export Profile it doesn't drop the corresponding table in the
destination database. Before you can re-add an entity that has been removed, you must drop the corresponding table in the
destination database. To drop an entity table, see How to delete Data Export Profile tables and stored procedures for a
specific entity.

Table details for the destination Azure SQL Database
The Data Export Service creates tables for both data and metadata. A table is created for each entity and M:N
relationship that is synchronized.

Once an Export Profile is activated, these tables are created in the destination database. These are system tables
and will not have the SinkCreatedTime and SinkModifiedTime fields added.
TABLE NAME

CREATED

_GlobalOptionsetMetadata

Upon Export Profile activation.

_OptionsetMetadata

Upon Export Profile activation.

_StateMetadata

Upon Export Profile activation.

_StatusMetadata

Upon Export Profile activation.

_TargetMetadata

Upon Export Profile activation.

_AttributeMetadata

Upon Export Profile activation.

_DeleteLog

Upon Export Profile activation when the delete log option is
enabled.

Resolving synchronization issues
Even after several retry attempts, record synchronization failures may occur from database storage constraints or
table locking due to long running queries. To resolve these failures you can force a resynchronization of only failed
records or a resynchronization of all records.
1. View your export profiles to look for any that have record synchronization failures. You do this by viewing
the data profiles in the Synchronization area or by opening a Export Profile , such as this profile that has a
contact entity record synchronization failure.

2. Examine the source of the synchronization failure and resolve it. More information: Error handling and
monitoring
3. After the problem has been resolved, resynchronize the failed records.
NOTE
Failed records synchronization is a public preview feature.
A preview feature is a feature that is not complete, but is made available before it’s officially in a release so
customers can get early access and provide feedback. Preview features aren’t meant for production use and
may have limited or restricted functionality.
We expect changes to this feature, so you shouldn’t use it in production. Use it only in test and
development environments.
Microsoft doesn't provide support for this preview feature. Microsoft Dynamics 365 Technical Support
won’t be able to help you with issues or questions. Preview features aren't meant for production use
and are subject to a separate supplemental terms of use.

a. Sign in to your Dynamics 365 (online) instance and go to Settings > Data Export.
b. Open the Export Profile that includes record synch failures.
c. On the Export Profile toolbar, click RESYNC FAILED RECORDS.
d. Click Ok upon successful resynchronization of the failed records on the confirmation dialog.

e. Verify that the Export Profile doesn’t contain failed record notifications by opening the data export
profile and viewing the Failed Notifications counter on the PROPERTIES & OVERVIEW tab, which
should be 0. Click REFRESH on the Export Profile toolbar to make sure the Failed Notifications value
is current.

4. If the record synchronization failures persist after you've tried resynchronizing by following the previous
steps, contact Microsoft Customer Support Services.

Error handling and monitoring
To view the synchronization status of an Export Profile, go to Settings > Data Export and open the Export
Profile. On the ENTITIES tab, the synchronization status is displayed including a Failed Records column for
records that could not be synchronized. For any failed records, a list of those records including the status reason
can be downloaded by clicking FAILED RECORDS on the command bar.

In the Export Profile you can click PROPERTIES & OVERVIEW to display the properties of the profile. Click
RELATIONSHIPS to view the relationships synchronization status.
How to view detailed information about the records that failed to sync
Viewing the failed record logs can help you determine the cause of synchronization failures. To view failed records
in the destination Azure destination database, use Azure Storage Explorer, a free standalone app that allows you to

easily work with Azure Storage data. More information: Azure Storage Explorer.
1. In Dynamics 365, go to Settings > Data Export.
2. In the In the All Data Export Profile view, select the Export Profile that has failed notifications.

3. On the Actions toolbar, click FAILED RECORDS.

4. In the Download Failed Records dialog box, click Copy Blob URL, and then click Ok.

NOTE
The blob URL is valid for up to 24 hours. If the URL exceeds the 24 hour period, repeat the steps described earlier to
generate a new blob URL.

5. Start Azure Storage Explorer.
6. In Azure Storage Explorer, click Connect to Azure Storage.
7. Paste the URL from your clipboard in to the Connect to Azure Storage box, and then click Next.

8. On the Connection Summary page, click Connect.
9. Azure Storage Explorer connects to the destination database. If failed records exist for the Export Profile,
Azure Storage Explorer displays failed record synchronization folders.
Failed record synchronization folder structure and log files

The Failed Records Azure Blob storage URL points to a location that has the following folder structure:
data. This folder contains failed data notifications and the associated JSON for record data.
metadata. This folder contains failed metadata notifications and the associated JSON for metadata.
failurelog. This folder contains logs that provides information about the synchronization failure and the
reason the failure occurred.
forcerefreshfailurelog. This folder contains errors from the last run of the Data Export Service Failed
Records command used to resynchronize failed records.
unprocessablemessages. This folder contains the data notifications that were not processed either due to
deletion of data or metadata and the associated JSON.
The failurelog and forcerefreshfailurelog folders are structured Year\Month\Day\Hour so that you can
quickly locate the latest failures. All failure records older than 30 days are deleted.
Here's an example log file that indicates a contact entity record synchronization failure.
Entity: contact, RecordId: 459d1d3e-7cc8-e611-80f7-5065f38bf1c1, NotificationTime: 12/28/2016 12:32:39 AM,
ChangeType: Update, FailureReason: The database 'tempdb' has reached its size quota. Partition or delete data,
drop indexes, or consult the documentation for possible resolutions.
The statement has been terminated.

Common reasons for record synchronization failures

Here are a few reasons why record synchronization failures may occur.
Insufficient storage for the destination database. Before you try to resynchronize the failed records, increase
or free Azure SQL Database storage as appropriate. When this problem occurs, a message similar to this is
recorded to the failure log.
The database 'databasename' has reached its size quota. Partition or delete data, drop indexes, or consult
the documentation for possible resolutions.

Synchronization timeouts with Azure SQL Database. This can occur during the initial synchronization of a
data export profile when large amounts of data are processed at one time. When this issue occurs,
resynchronize the failed records. Resolving synchronization issues

Best practices when using Azure SQL Database with Data Export
To avoid synchronization errors due to resource throttling, we recommend that you have an Azure SQL
Database Premium P1 or better plan when you use the Data Export Service. More information: Azure SQL
Database resource limits and SQL Database Pricing
Set the Azure SQL Database to use read committed snapshot isolation (RCSI) for workloads running
concurrently on the destination database that execute long running read queries, such as reporting and ETL
jobs. This reduces the occurrence of timeout errors that can occur with the Data Export Service due to
read\write conflicts.
To help improve query performance we recommend the Data Export Service database max degree of
parallelism (MAXDOP ) be set to 1. More information: MSDN: Server Memory Options
Frequently assess the amount of fragmentation, and when necessary, rebuild the indexes in the Data Export
Service database. More information: Reorganize and Rebuild Indexes
Periodically update database statistics on tables and indexed views in the Data Export Service database.
More information: Update Statistics
Monitor the Data Export Service database’s utilization. More information: Perf monitoring

About data synchronization latency
The Data Export Service is architected to synchronize data changes to the destination database using a push
mechanism by listening to changes as they happen in Dynamics 365. The service strives to push data within a few
minutes, but there are number of factors that can influence end-to-end synchronization latency.
Factors that influence the duration of synchronization include the following:
The current work load on Dynamics 365.
The data change rate in Dynamics 365.
The number of entities added to each export profile and their attributes.
SQL Server performance. For example:
SQL connection setup time.
SQL statement execution time.
Based on our monitoring of the service it's been observed that most on-going delta synchronization finishes in 15
minutes when the service operates under the following conditions:
The synchronization that occurs is a delta synchronization and not the initial synchronization. Delta
synchronization is only for data change operations, which include record create, update, and delete
transactions. Note that delta synchronization begins once the initial synchronization has finished.
The maximum data change rate in Dynamics 365 for all the entities in the export profile is less than 3000
records per hour. Any sudden increase in the data change rate due to bulk change of records exceeding the
maximum change rate will cause additional latency.
Each entity added to an export profile has less than 150 attributes.
Database connection or SQL statement execution finishes in less than 10 seconds. If this limit is exceeded it will
result in additional latency.
No destination database connection or SQL execution errors occur during synchronization.

When the above conditions are met, 15 minutes is a typical synchronization latency. Microsoft provides no service
level agreement (SLA) for the Data Export Service and makes no guarantees or commitments regarding
synchronization latency times.

How to set up Azure Key Vault
Run the Windows PowerShell script described here as an Azure account administrator to give permission to the
Data Export Service feature so it may access your Azure Key Vault. This script displays the key vault URL required
for creating the Export Profile that is used to access the connection string.
Before running the script, replace the placeholders for the following variables.
$subscriptionId. The Key Vault resource group you want to use. If a resource group doesn’t already exist a
new one with the name you specify will be created. In this example, ContosoResourceGroup1 is used.
$location. Specify the location where the resource group is, or should be, located, such as West US.
$connectionString. The connection string to the Azure SQL Database. You can use the ADO.NET
connection string as it is displayed in your Azure dashboard.
$organizationIdList = Comma separated list of allowed Dynamics 365 organizations, listed by organization
Id (organizationId), to enable for Data Export Service. To find an organization's Id, in Dynamics 365 go to
Settings > Customizations > Developer Resources. The organization Id is under Instance Reference
Information.
$tenantId. Specifies the Azure Active Directory tenant Id to which the Key Vault subscription.
IMPORTANT
An Azure subscription can have multiple Azure Active Directory tenant Ids. Make sure that you select the correct Azure
Active Directory tenant Id that is associated with the instance of Dynamics 365 that you will use for data export.

# -------------------------------------------------------------------------------- #
# Provide the value for the following parameters before executing the script
$subscriptionId = 'ContosoSubscriptionId'
$keyvaultName = 'ContosoKeyVault'
$secretName = 'ContosoDataExportSecret'
$resourceGroupName = 'ContosoResourceGroup1'
$location = 'West US'
$connectionString = 'AzureSQLconnectionString'
$organizationIdList = 'ContosoSalesOrg1_id, ContosoSalesOrg2_id'
$tenantId = 'tenantId'
# -------------------------------------------------------------------------------- #
# Login to Azure account, select subscription and tenant Id
Login-AzureRmAccount
Set-AzureRmContext -TenantId $tenantId -SubscriptionId $subscriptionId
# Create new resource group if not exists.
$rgAvail = Get-AzureRmResourceGroup -Name $resourceGroupName -Location $location -ErrorAction SilentlyContinue
if(!$rgAvail){
New-AzureRmResourceGroup -Name $resourceGroupName -Location $location
}
# Create new key vault if not exists.
$kvAvail = Get-AzureRmKeyVault -VaultName $keyvaultName -ResourceGroupName $resourceGroupName -ErrorAction
SilentlyContinue
if(!$kvAvail){
New-AzureRmKeyVault -VaultName $keyvaultName -ResourceGroupName $resourceGroupName -Location $location
# Wait few seconds for DNS entry to propagate
Start-Sleep -Seconds 15
}
# Create tags to store allowed set of Organizations.
$secretTags = @{}
foreach ($orgId in $organizationIdList.Split(',')) {
$secretTags.Add($orgId.Trim(), $tenantId)
}
# Add or update a secret to key vault.
$secretValue = ConvertTo-SecureString $connectionString -AsPlainText -Force
$secret = Set-AzureKeyVaultSecret -VaultName $keyvaultName -Name $secretName -SecretValue $secretValue -Tags
$secretTags
# Authorize application to access key vault.
$servicePrincipal = 'b861dbcc-a7ef-4219-a005-0e4de4ea7dcf'
Set-AzureRmKeyVaultAccessPolicy -VaultName $keyvaultName -ServicePrincipalName $servicePrincipal PermissionsToSecrets get
# Display secret url.
Write-Host "Connection key vault URL is "$secret.id.TrimEnd($secret.Version)""

How to delete all Data Export Profile tables and stored procedures
IMPORTANT
Before you run this SQL statement make sure that you have correctly defined the @prefix and @schema values in the
statement. The Export Profile will need to be re-created after you run this SQL statement.

------------------------------------------------------------------ Provide the value for the following parameters
DECLARE @prefix nvarchar(32) =''
DECLARE @schema nvarchar(32) ='dbo'
----------------------------------------------------------------DECLARE @sql nvarchar(max) = '';
SELECT @sql += 'DROP TABLE ' + QUOTENAME([TABLE_SCHEMA]) + '.' + QUOTENAME([TABLE_NAME]) + ';'
FROM [INFORMATION_SCHEMA].[TABLES]
WHERE [TABLE_TYPE] = 'BASE TABLE' AND [TABLE_NAME] like @prefix + '_%' AND [TABLE_SCHEMA]= @schema;
PRINT @sql
EXEC SP_EXECUTESQL @sql;
PRINT 'Finished dropping all tables. Starting to drop all stored procedures now.'
SELECT @sql='';
SELECT @sql += 'DROP PROCEDURE ' + QUOTENAME([ROUTINE_SCHEMA]) + '.' + QUOTENAME([ROUTINE_NAME]) + ';'
FROM [INFORMATION_SCHEMA].[ROUTINES]
WHERE [ROUTINE_TYPE] = 'PROCEDURE' AND [ROUTINE_NAME] like @prefix + '_%' AND [ROUTINE_SCHEMA]= @schema;
PRINT @sql
EXEC SP_EXECUTESQL @sql;
PRINT 'Finished dropping all stored procedures. Starting to drop all types now.'
SELECT @sql='';
SELECT @sql += 'DROP TYPE ' + QUOTENAME(SCHEMA_NAME([SCHEMA_ID])) + '.' + QUOTENAME([NAME]) + ';'
FROM SYS.TYPES
WHERE is_user_defined = 1 AND [NAME] LIKE @prefix + '_%' AND [SCHEMA_ID]=SCHEMA_ID(@schema);
PRINT @sql
EXEC SP_EXECUTESQL @sql;

How to delete Data Export Profile tables and stored procedures for a
specific entity
IMPORTANT
Before you run this SQL statement make sure that you have correctly defined the @prefix, @schema, and @entityName
values in the statement. In this example, the leads entity table, types, and stored procedures are dropped.

------------------------------------------------------------------ Provide the value for the following parameters
DECLARE @prefix nvarchar(32) ='crm'
DECLARE @schema nvarchar(32) ='dbo'
DECLARE @entityName nvarchar(32) ='lead'
----------------------------------------------------------------DECLARE @sql nvarchar(max) = '';
IF @prefix != ''
BEGIN
SET @prefix = @prefix + '_'
END
SELECT @sql += 'DROP TABLE ' + QUOTENAME([TABLE_SCHEMA]) + '.' + QUOTENAME([TABLE_NAME]) + ';'
FROM [INFORMATION_SCHEMA].[TABLES]
WHERE [TABLE_TYPE] = 'BASE TABLE' AND [TABLE_NAME] like @prefix + @entityName AND [TABLE_SCHEMA]= @schema;
PRINT @sql
EXEC SP_EXECUTESQL @sql;
PRINT 'Finished dropping the entity. Starting to drop the types associated with the entity'
SELECT @sql='';
SELECT @sql += 'DROP TYPE ' + QUOTENAME(SCHEMA_NAME([SCHEMA_ID])) + '.' + QUOTENAME([NAME]) + ';'
FROM SYS.TYPES
WHERE is_user_defined = 1 AND [NAME] LIKE @prefix + @entityName +'Type'
OR [NAME] LIKE @prefix + @entityName +'IdType'
AND [SCHEMA_ID]=SCHEMA_ID(@schema);
PRINT @sql
EXEC SP_EXECUTESQL @sql;

Find the Azure Active Directory tenant Id for your Dynamics 365
instances
1. Sign in to the Azure portal.
2. Go to Azure Active Directory > App registrations > Endpoints.
3. The tenant id is displayed in the endpoint URLs listed with the Azure subscription.

Azure SQL database static IP addresses used by the Data Export
Service
In Azure SQL Database, click Set server firewall, turn Allow access to Azure services to OFF, click Add client
IP, and then add the IP addresses appropriate for the region of your Azure SQL Database. More information:
Azure: Configure an Azure SQL Database server-level firewall rule using the Azure Portal
REGION

IP ADDRESS

West US

40.112.139.218

East US

23.96.92.86

West Europe

40.68.252.224

East Asia

52.175.24.148

Southeast Asia

52.163.231.218

Central India

52.172.191.195

REGION

IP ADDRESS

South India

52.172.51.15

North Europe

52.169.117.212

Japan West

138.91.22.196

Japan East

13.73.7.177

Brazil South

191.235.81.249

Australia Southeast

40.115.78.163

Australia East

13.73.202.160

Canada Central

52.228.26.31

Canada East

40.86.251.81

United Kingdom South

51.140.71.166

United Kingdom West

51.141.44.218

Known issues
Deleted records may get reinserted into entity table after a synchronization failure
When you recover from synchronization failures, records that had been previously deleted may get reinserted
back into the originating entity table. To work around this issue when synchronization failures occur, follow these
steps.
1. Create Export Profiles that are Write Delete Log enabled. Re-create existing Export Profiles that don't have
Write Delete Log enabled.
2. Create and execute a SQL query for the Azure SQL destination database that searches for records in the
DeleteLog table. If one or more records are found it indicates the presence of deleted records.
3. If one or more records exist in the DeleteLog table, create and run a SQL query that detects instances
where the record Id for a record found in the DeleteLog table matches the record Id for a record in an
EntityName table and the versionNumber in the deleteLog is greater than the versionNumber on the
record in the EntityName table. When a record Id match occurs, delete the record from the EntityName
table. For example, if a record Id in the AccountId column of the DeleteLog table matches a record Id in the
AccountId column of the AccountBase entity table and the versionNumber in the DeleteLog is greater than
the versionNumber in the Account table, delete the record from the AccountBase entity table.
IMPORTANT
Depending on your business needs and requirements, we recommend that you execute the SQL queries for record
deletion frequently, but during non-operational hours.

Example query for entity record deletion.

DELETE FROM [dbo].[prefix_account] A
WHERE id IN (SELECT CONVERT(uniqueidentifier, recordid) FROM [dbo].[prefix_DeleteLog] DL WHERE DL.entityname
='account'
AND DL.VersionNumber > A.VersionNumber)

Entities that don't support data export
The entities listed here, although they support change tracking, aren't supported for data export using the Data
Export Service.
ENTITY

TABLE NAME

WORK AROUND

Activity

ActivityPointerBase

Select the specific activity entities for
export, such as Phone Call,
Appointment, Email, and Task.

Privacy notice
By using the Data Export Service, when you activate a data export profile from within Dynamics 365, the data of
the entities added to the profile is sent to Azure. The initial synchronization includes all the data associated with
the entities added to the export profile, but thereafter synchronization includes only new changes, which are
continuously sent to the Data Export Service. Data sent to the Data Export Service is stored temporarily in Azure
Service Bus and Azure Storage, processed in Azure Service Fabric, and finally synchronized (inserted, updated, or
deleted) to the destination database specified in your Azure subscription. After the data has been synchronized, it
is deleted from Azure Service Bus and Azure Storage. If there is a failure during data synchronization, minimal
data corresponding to entity type, record ID, and sync timestamp is stored in Azure Storage to allow for
downloading a list of records that were not updated.
An administrator can deactivate the data export profile at any time to stop data synchronization. In addition, an
administrator can delete the export profile to remove any failed record logs and can uninstall the Data Export
Service solution to stop using the Data Export Service.
Data synchronization happens continuously between Dynamics 365 and the Data Export Service in a secure
manner. Data is encrypted as it is continuously exchanged between Dynamics 365 and the Data Export Service.
Azure components and services that are involved with the Data Export Service are detailed in the following
sections.
Microsoft Azure Trust Center
Azure Service Fabric
This provides the API and compute Azure VMs to process record synchronize notifications received from
Dynamics 365 and then process them to insert, update, or delete record data in the destination database. Microservices that are deployed on virtual machines managed by the Azure Service Fabric runtime handle all the
compute services related to data synchronization.
Azure Service Bus
This provides the message bus into which Dynamics 365 inserts the synchronization notification messages that
are processed by compute nodes in Azure Service Fabric. Each message stores information, such as the org id and
record, for which for which to sync data.
Azure Blob Storage
Data is temporarily stored in Azure Blob Storage in case the record sync notification’s data is too large to store in a
message or a transient failure is encountered to process the synchronization notification. These blobs are

encrypted by leveraging the latest feature in the Azure Storage SDK, which provides symmetric and asymmetric
encryption support and integration with Azure Key Vault.
Azure SQL
The Azure SQL Database stores data export profile configuration and data synchronization metrics.
See also
AppSource: Dynamics 365 - Data Export Service
What's new with Microsoft Dynamics 365 ‒ Data Export Service? Manage your data
Data Export Service Team Blog: Introduction to Dynamics 365 – Data Export Service

What's new with the Data Export Service?
8/24/2018 • 2 minutes to read • Edit Online

Applies to Dynamics 365 (online), version 9.x
Applies to Dynamics 365 (online), version 8.x
This topic lists the new features that are available for the Data Export Service.

March 2017
Resynchronize records that failed to synchronize
With this new preview feature you can recover from synchronization failures with on-demand resynchronization.

More information: Resolving synchronization issues
See also
Replicate Dynamics 365 (online) data to Azure SQL Database
Set up and manage phones and tablets

Move configuration data across instances and
organizations with the Configuration Migration tool
9/27/2018 • 4 minutes to read • Edit Online

Applies to Dynamics 365 (online), version 9.x
Applies to Dynamics 365 (online), version 8.x
The Configuration Migration tool enables you to move configuration data across Dynamics 365 instances and
organizations. Configuration data is used to define custom functionality in Dynamics 365, and is typically stored
in custom entities. Configuration data is different from end user data (account, contacts, and so on). A typical
example of configuration data is what you define in Unified Service Desk for Dynamics 365 to configure a
customized call center agent application. The Unified Service Desk entities, along with the configuration data that
is stored in the entities, define an agent application. For more information about Unified Service Desk, see
Unified Service Desk Guide.
The Configuration Migration tool enables you to:
Select the entities and fields from where you want to export the configuration data.
Avoid duplicate records on the target system by defining a uniqueness condition for each entity based on a
combination of fields in the entity, which is used to compare against the values on the target system. If
there are no matching values, a unique record is created on the target system. If a matching record is
found, the record is updated on the target system.
NOTE
If no duplicate detection (uniqueness) condition is specified for an entity that is being exported, the tool uses the
primary field name of the entity to compare against the existing data on the target system.

Disable plug-ins before exporting data and then re-enable them on the target system after the import is
complete for all the entities or selected entities.
Validate the schema for the selected entities to be exported to ensure that all the required data/information
is present.
Reuse an existing schema to export data from a source system.
Automatically move DateTime fields forward at import for demo environments.
Embed the exported modules created from this tool (schema and data files) in other programs. For
example, you can use the exported data in Dynamics 365 Package Deployer along with other solutions
files and data to create and deploy packages on a Dynamics 365 instance. More information: Deploy
packages using Dynamics 365 Package Deployer and Windows PowerShell
IMPORTANT
The Configuration Migration tool does not support filtering of records in an entity. By default, all the records in the selected
entity will be exported.

How does the Configuration Migration tool work?

The following diagram illustrates how the Configuration Migration tool is used for migrating configuration data.

Define the schema of the source data to be exported: The schema file (.xml) contains information about
the data that you want to export such as the entities, attributes, relationships, definition of uniqueness of the data,
and whether the plug-ins should be disabled before exporting the data. More information: Create a schema to
export configuration data
Use the schema to export data: Use the schema file to export the data into a .zip file that contains the data
and the schema of the exported data. More information: Create a schema to export configuration data
Import the exported data: Use the exported data (.zip file) to import into the target Dynamics 365
instance. The data import is done in multiple passes to first import the foundation data while queuing up the
dependent data, and then import the dependent data in the subsequent passes to handle any data dependencies
or linkages. This ensures clean data import. More information: Import configuration data

Troubleshoot configuration data migration issues using log files
The Configuration Migration tool provides logging support to get detailed information about errors that can
occur while signing in to the Dynamics 365 instance using the tool, activities performed by the tool during the
schema definition and export/import of the configuration data, and information about the data that was imported
using the tool. There are three log files generated by the tool that are available at the following location on the
computer where you run the tool:
c:\Users\\AppData\Roaming\Microsoft\DataMigrationUtility\.
Login_ErrorLog.log: Provides information about the issues that occurred when you use the tool to sign in
to the Dynamics 365 instance. If there are any issues during sign in, a message appears on the tool’s login
screen with a link to this log file. The message states that an error occurred while processing the login
request and the user can view the error log. You can click the link in the message to view this log file. The
log file is created the first time you encounter any sign-in issues in the tool. Thereafter, the log file is used
to log information about a sign-in issue, whenever it occurs.
DataMigrationUtility.log: Provides detailed information about each task performed in the tool during
last run. You can view the log file from the tool by clicking the Logs menu on the main screen, and clicking
Running Log.
ImportDataDetail.log: Provides detailed information about the data imported in the last import job by
using the tool. Each time you run an import job using this tool, the existing details from the log file are
moved to a file called ImportDataDetail._old.log in the same directory, and the ImportDataDetail.log file
displays information about the latest import job run using the tool. You can view this log file from the tool
by clicking the Logs menu on the main screen, and then clicking Last Import Log.

Best practices for migrating your configuration data by using the tool
The following are things you should consider while using this tool to migrate your configuration data:
While creating the export data schema, you must define uniqueness rules appropriately for each entity to
avoid any unintentional data updates on the target system.
Import the exported data in a pre-production environment (preferably a mirror image of the production
environment) to ensure that the data import results are as you intended.
Back up your production environment before importing the data.
See also
Create a schema to export configuration data
Modify a configuration data schema
Import configuration data
Manage product catalog configuration

Create a schema to export configuration data
9/27/2018 • 5 minutes to read • Edit Online

Applies to Dynamics 365 (online), version 9.x
Applies to Dynamics 365 (online), version 8.x
The Configuration Migration tool lets you build a schema to describe your export data. It also enables you to
check for any missing dependencies and relationships in the entities or fields to be exported to avoid an
inconsistent data set.

Before you begin
Download the Configuration Migration Tool. The Configuration Migration tool is available as a NuGet package. To
download the tool, see Download tools from NuGet. Follow the steps on this page to extract the
DataMigrationUtility.exe tool.

Create a schema and export configuration data
1. Start the Configuration Migration tool. Double-click DataMigrationUtility.exe in the folder: [your
folder]\Tools\ConfigurationMigration\
2. On the main screen, click Create schema, and click Continue.
3. On the Login screen, provide authentication details to connect to your Dynamics 365 instance from where
you want to export data. If you have multiple organizations on the Dynamics 365 server, and want to select
the organization from where to export the data, select the Always display list of available orgs check
box. Click Login.
4. If you have multiple organizations, and you selected the Always display list of available orgs check box,
the next screen lets you choose the organization that you want to connect to. Select a Dynamics 365
organization to connect to.
5. From the Select the solution list, select a solution from where you want to export the data:
6. In the selected solution, you can select the entities and fields to be exported or export all the entities within
the solution.
a. To select the entities and fields to be exported, from the Select Entity list, select the entity for which
you want to export the data. The Fields for the entity list displays all the fields of the selected
entity.
a. To add selected fields of the entity, click Add Fields.
b. To add the entity itself and all the fields, click Add Entity.
b. To export all the entities, click Add All next to the Select Entity list.

7. You can select the Show the relationships of the selected entity to view the related entities for the
selected entity so that you can export them as well.
8. The selected entities are displayed in the Selected Fields and Entities box.
If you want to remove an entity, field, or relationship, click to select it, right-click, and then select the
remove option.
If you want to remove all the items in the Selected Fields and Entities and start over, click Clear
Selection.

9. To validate the selected data to be exported, click Tools > Validate Schema.

10. A message is displayed if there are any missing dependencies. To close the message, click OK.

11. Add the missing entities, and then perform step 9 again to validate the data. A confirmation message is
displayed if there are no validation errors.
TIP
If the missing entity is not in the solution you selected for export, you can add the entity from the Default Solution
by selecting it from the Select the solution list.

12. Define the uniqueness condition for your data to be exported. To open a new screen, click Tools >
Configure Import Settings. For each entity that you have selected to export, add the field or fields on
which you want the records to be compared with existing records on the target system during the import.
Select a field, and click Add Field.

13. To disable plug-ins for all the entities before the data is imported on to the target system, select the
Disable plug-ins on all entities for import check box. The tool will disable all the plug-ins while
importing data on to the target server, and re-enable them after the import process.
14. To save the settings and return to the main screen, click Save.
NOTE
If you want to undo any changes in the Configure Import Settings dialog box, you must manually revert those
changes in this dialog box, and then click Save to save your changes, and close the dialog box.

15. In the main screen:
a. Click File > Save Schema to just save the schema without exporting the data. You are prompted to
specify the name and location of the schema file (.xml) to save. You can use the schema later to
export the data. You can exit the tool now.
b. Click Export Data to export the data and schema file. You are prompted to specify the name and
location of the schema file to be exported. Specify the name and location, and click Save. Go to the
next step.
c. Click Save and Export to choose whether to export the data after saving the schema file or not. You
are prompted to specify the name and location of the schema file to be exported. Specify the name
and location, and click Save. You are prompted to save the data file: click Yes to export it or No to
export it later. If you clicked Yes, go to the next step.
16. On the next screen, specify the location of the data file to be exported in the Save to data file box, and
then click Export Data. The screen displays the export progress status and the location of the exported file
at the bottom of the screen once the export is complete.

17. Click Exit to close the tool.

Reuse an existing schema to export configuration data
You can reuse a schema file that was generated using the Configuration Migration tool to quickly export data
across Dynamics 365 instances without having to create the schema all over again.
1. Start the Configuration Migration tool.
2. On the main screen, click Export data, and click Continue.
3. On the Login screen, provide authentication details to connect to your Dynamics 365 instance from where
you want to export data. If you have multiple organizations on the Dynamics 365 server, and want to select
the organization from where to export the data, select the Always display list of available orgs check
box. Click Login.
4. If you have multiple organizations, and you selected the Always display list of available orgs check box,
the next screen lets you choose the organization that you want to connect to. Select a Dynamics 365
organization to connect to.
5. On the next screen, select the schema file to be used for the data export.
6. Specify the name and location of the data file to be exported.
7. Click Export Data. The screen displays the export progress status and the location of the exported file at
the bottom of the screen once the export is complete.
8. Click Exit to close the tool.
See also
Download tools from NuGet

Modify a schema
Manage your configuration data
Import configuration data

Configure date settings for demo data
8/24/2018 • 2 minutes to read • Edit Online

Applies to Dynamics 365 (online), version 9.x
Applies to Dynamics 365 (online), version 8.x
Use the information below to automatically keep your demo environment data current.
Before you begin
Download the Configuration Migration Tool. The Configuration Migration tool is available as a NuGet package. To
download the tool, see Download tools from NuGet. Follow the steps on this page to extract the
DataMigrationUtility.exe tool.
You can set the values of datetime fields to automatically move forward by a specified duration. This allows you to
keep your demo data recent without the need to make manual updates. It will also work when using Configuration
Migration Utility files with the Dynamics 365 Package Deployer tool.
NOTE
This option is to keep data recent in your demo environments. It is not intended for production use.

1. Start the Configuration Migration tool. Double-click DataMigrationUtility.exe in the folder: [your
folder]\Tools\ConfigurationMigration\
2. On the main screen, click Create schema, and click Continue.
3. On the Login screen, provide authentication details to connect to your Dynamics 365 instance from where
you want to export data. If you have multiple organizations on the Dynamics 365 server, and want to select
the organization from where to export the data, select the Always display list of available orgs check box.
Click Login.
4. If you have multiple organizations, and you selected the Always display list of available orgs check box,
the next screen lets you choose the organization that you want to connect to. Select a Dynamics 365
organization to connect to.
5. On the next screen, select the schema file to be used for the data export or build a new schema.
6. Click Tools, and then click Configure Date Settings.
7. Choose the default date mode and select an entity to apply the settings to.
Select Absolute. Dates are not modified during import if you do not want dates to move forward by
default.
NOTE
You can still select individual fields to move forward at import. In the below example, only fields marked as Relative
will be automatically moved.

Alternatively, select Relative. Dates are renewed during import if you want all date values to automove by default.

NOTE
This option will set dates to auto-move for all datetime fields on all entities. You may change this at the field level by
selecting Absolute.

h. Verify your selections for all fields on all entities in your schema.
i. Click Save and Export.
j. Specify the name and location of the data file to be exported.
k. Click Yes on the prompt: The schema save is complete. Would you like to export the data?
l. Specify the name and location of the data file to be exported.
m. Click Export Data. The screen displays the export progress status and the location of the exported
file at the bottom of the screen once the export is complete.
n. Click Exit to close the tool.
NOTE
Date values will be moved forward in one week increments at the time of import. The amount moved is based on the
date/time of export and the date/time of import. The timestamp attribute in the header of the data.xml file contains the date
and time of export.
Formula: Imported date = exported date + (date of data import – date of data export)
Example: To move dates forward by 3 months, and import the data on 10/1/2017: change the timestamp in the data.xml
file to 7/1/2017.

See also
Download tools from NuGet
Modify a schema
Manage your configuration data
Import configuration data

Modify a configuration data schema
9/27/2018 • 2 minutes to read • Edit Online

Applies to Dynamics 365 (online), version 9.x
Applies to Dynamics 365 (online), version 8.x
You can modify an existing schema file to include information about new configuration data or to update the
existing configuration data definition to enhance the configuration data export process.

Before you begin
Download the Configuration Migration Tool. The Configuration Migration tool is available as a NuGet package. To
download the tool, see Download tools from NuGet. Follow the steps on this page to extract the
DataMigrationUtility.exe tool.
You must have a schema file that was created using the Configuration Migration tool. More information:
Create a schema to export configuration data

Modify a schema file
1. Start the Configuration Migration tool. Double-click DataMigrationUtility.exe in the folder: [your
folder]\Tools\ConfigurationMigration\
2. On the main screen, click Create schema, and click Continue.
3. On the Login screen, provide authentication details to connect to your Dynamics 365 instance for which
you originally created the export data schema file. If you have multiple organizations on the Dynamics 365
server, and want to select an organization, select the Always display list of available orgs check box.
Click Login.
4. If you have multiple organizations, and you selected the Always display list of available orgs check box,
the next screen lets you choose the organization that you want to connect to. Select a Dynamics 365
organization to connect to.
5. On the main screen, click File > Load Schema.
6. Navigate to the schema file that you want to edit, select it, and click Open.
7. The schema file definition appears in the Configuration Migration tool. Make the required changes to the
schema definition file. For information about defining a schema file, see steps 5-14 in Create a schema to
export configuration data.
8. Save the updated schema file.
9. Click Exit to close the tool.
See also
Import configuration data
Create a schema to export configuration data
Manage your configuration data

Import configuration data
9/27/2018 • 2 minutes to read • Edit Online

Applies to Dynamics 365 (online), version 9.x
Applies to Dynamics 365 (online), version 8.x
After exporting your configuration data from the source Dynamics 365 instance, you are now ready to import it
to the target Dynamics 365 instance.

Before you begin
Download the Configuration Migration Tool. The Configuration Migration tool is available as a NuGet package.
To download the tool, see Download tools from NuGet. Follow the steps on this page to extract the
DataMigrationUtility.exe tool.

Import configuration data
1. Start the Configuration Migration tool. Double-click DataMigrationUtility.exe in the folder: [your
folder]\Tools\ConfigurationMigration\
2. On the main screen, click Import data, and click Continue.
3. On the Login screen, provide authentication details to connect to your Dynamics 365 instance from where
you want to import data. If you have multiple organizations on the Dynamics 365 server, and want to select
the organization where to import the configuration data, select the Always display list of available orgs
check box. Click Login.
4. If you have multiple organizations, and you selected the Always display list of available orgs check box,
the next screen lets you choose the organization that you want to connect to. Select a Dynamics 365
organization to connect to.
5. Provide the data file. (.zip) to be imported. Browse to the data file, and select it. Click Import Data.
6. This step is applicable only if the data that you are importing contains the user information of
the source system. Enter mapping user information on the target system. You can either map all of them
to the user who is running the import process or map to individual users by using a user map file (.xml). If
you choose the latter, you will have to either specify an existing user map file or the tool can generate it for
you. If you generate a new file, fill in the mapping user name in the New parameter for every user on the
source server. Select the user map file in the tool when you are done, and click OK.

The next screen displays the import status of your records. The data import is done in multiple passes to
first import the foundation data while queuing up the dependent data, and then import the dependent data
in the subsequent passes to handle any data dependencies or linkages. This ensures clean and consistent
data import.
7. Click Finish to close the tool.
See also
Manage your configuration data using the Configuration Migration tool

Work with templates
8/24/2018 • 2 minutes to read • Edit Online

Applies to Dynamics 365 (online), version 9.x
Applies to Dynamics 365 (online), version 8.x
You can use templates in Customer Engagement in a variety of ways to speed your work and improve consistency.

Create templates for articles
10/6/2018 • 2 minutes to read • Edit Online

Applies to Dynamics 365 (online), version 9.x
Applies to Dynamics 365 (online), version 8.x
Article templates help you create new articles for your organization's knowledge base library. You can also create
templates with boilerplate text to help article writers use consistent language and messaging.
NOTE
This experience is applicable only to legacy Articles entity and not the new Knowledge Article entity.

1. Make sure you have the System Administrator security role or equivalent permissions in Microsoft
Dynamics 365.
Check your security role
Follow the steps in View your user profile.
Don’t have the correct permissions? Contact your system administrator.
2. Go to Settings > Service Management.
3. Select Article Templates.
4. To create a new article template, select New.
5. In the Article Template Properties dialog box, type the new article title, select the language, and then
select OK.
6. To add a section, in the Common Tasks area, select Add a Section, and specify the following:
a. In the Title box, type a title.
b. In the Instructions box, type a description of the information that users should provide in this section
when they use this template.
When a user creates a new article with this template, these instructions appear in the body text for
this section, and disappear when the user starts typing.
7. To reposition a section from the template, select the section you want to reposition, and in the Common
Tasks area, select the green arrows to move the section to the position you want.
When you select a section, its border turns green and the border lines become solid.
8. To remove the section, select the section you want to remove, and in the Common Tasks area, select
Remove a Section.
9. To edit a section, select the section you want to edit, and in the Common Tasks area, select Section
Properties. Edit the title and description.
10. To format the text, font, and color of the article title, headings, and body text of each section, use the tools on
the Modify toolbar.
11. When you’re done, select Save or Save and close.

After you save the template, it is immediately available for use. If the template is not complete and you want
to finish it later, you can save the template, deactivate it (make it ready-only), and then complete it later.
When the template is complete, you can reactivate it.
NOTE
If you need to back up your templates, or export them for use in a different implementation of Dynamics 365, you can export
them as part of exporting customizations. More information: Export your customizations as a solution.

See also
eBook: Use KB articles to help your customers

Create templates for email
10/6/2018 • 3 minutes to read • Edit Online

Applies to Dynamics 365 (online), version 9.x
Applies to Dynamics 365 (online), version 8.x
Save time when creating multiple email messages by making email templates. Email templates contain prefilled
data that you specify, so you don’t have to re-enter the same information for each article.
An email template is attached to an email activity after the activity is created. Typically, each type of email activity
has its own email template type; for example, an email activity created from a case record would use a case email
template. You can also create global templates that are available for any record type, or personal templates
available only to you, or organizational templates available to anyone in your organization.
1. Make sure you have the System Administrator security role or equivalent permissions in Microsoft
Dynamics 365.
Check your security role
Follow the steps in View your user profile.
Don’t have the correct permissions? Contact your system administrator.
2. Go to Settings > Templates.
3. Select Email Templates.
4. On the Actions toolbar, select New.
5. In the Email Template Type dialog box, in the Template Type list, select the type, and then select OK.
IMPORTANT
If you select a specific record type, such as lead or opportunity, the template is available only for that record type. This
cannot be changed. To use the same content for another record type, create a new template.

6. On the Email Templates form, enter a Title and a Subject.
7. You can type a description of the template. This is not displayed to the recipient.
8. Type the text you want to send in this message. Use the Formatting toolbar to edit the text.

TIP
Although you cannot insert images or HTML directly into Dynamics 365 email messages or email templates,
you can use the copy feature in Internet Explorer to copy an image from a website and paste it into the email
message or email template. The image is available as long as the website is accessible.
To include a hyperlink in an email template, type the URL including the http://, for example,
http://contoso.com. Do not include a period or comma or a space after the URL or the link will break. Select
the link text and select Make this a Hyperlink (

).

A link is automatically added to the URL and the text is underlined and changed to blue.
To include data fields in a hyperlink:
a. Select the link text and data fields. For example: http://contoso.com/q?{!User : City;}
b. Select Make this a Hyperlink (

).

The text and data fields will be converted to a hyperlink. For example: http://contoso.com/q?{!User : City;}.
The hyperlink text will appear as a link when the template is used in an email.
There is no spell check built into Dynamics 365. There might be third-party solutions available. For more
information, visit Microsoft Dynamics Solution Finder.
The Formatting toolbar has limited fonts and font sizes. However, you can copy and paste content from Office
Word. This allows you to take advantage of features such as spell checking and some advanced text
formatting. To single-space a line of text, at the end of the line press Shift+Enter.

9. To insert data fields to display information such as a customer's name or data from a quote, from a
Dynamics 365 record, select Insert/Update, and then in the Data Field Values dialog box, select Add.
10. In the Add Data Value dialog box, select the Record type and Field, and then select OK.
11. Select OK again to insert the data.
12. To enter customers' first and last names, you'll need to repeat these three data-insertion steps; first and last
names are separate data values.
TIP
Use the Default Text box to define what text is displayed if the record does not have data for the field.

13. Select Save or Save and Close.
NOTE
To change a shared template to a personal one or a personal template to a shared one, on the template form, on the
Actions menu, select Revert to Personal Template, or select Make Template Available to Organization.
If you use an email template as a signature in another template, insert the signature template first. Otherwise, the Subject
line will be overwritten.
If you need to back up your templates, or export them for use in a different implementation of Dynamics 365, you can
export them as part of exporting customizations. More information: Export your customizations as a solution.

See also
Work with templates

Work with mail merge templates
8/24/2018 • 2 minutes to read • Edit Online

Applies to Dynamics 365 (online), version 9.x
Applies to Dynamics 365 (online), version 8.x
You can use mail merge templates with Office Word to create customer-ready letters, faxes, e-mail messages, and
quotes.
Word templates are created and edited in Word, but can be uploaded to Dynamics 365 to use with mail merge and
share with other users. Only Word .xml documents can be used as templates. To learn more about how to create
mail merge templates, see the online Help in Word.
1. Make sure you have the System Administrator security role or equivalent permissions in Microsoft
Dynamics 365.
Check your security role
Follow the steps in View your user profile.
Don’t have the correct permissions? Contact your system administrator.
2. Go to Settings > Templates.
3. Click Mail Merge Templates.
4. To create a new mail merge template, click New.
5. In the Mail Merge Templates form, enter a Name and an Associated Entity (record type).
6. You can enter a description of the template. This is not displayed to the recipient.
7. Enter the Ownership and Owner information. Use the handy tooltips as a guide.
8. If you have enabled additional languages, you can select one for the template.
9. To attach the template, click Browse, search for the template on your computer, and then click Attach. Only
.xml documents can be uploaded.
10. When you’re done, click Save and close.
NOTE
To change a personal template to a shared one, after you save the record on the template form, on the More Actions menu,
click Make Available to Organization. To revert the template to a personal one, click Make Personal.

See also

Create or edit a campaign template using in-app
marketing (Sales)
8/24/2018 • 2 minutes to read • Edit Online

Applies to Dynamics 365 (online), version 9.x
Applies to Dynamics 365 (online), version 8.x
Save time when creating multiple campaigns by creating a campaign template. Campaign templates contain
prefilled data that you specify, so you don’t have to reenter the same information for each campaign. You can either
create a new campaign template or copy an existing campaign to use as a template.

Create a campaign template
1. Go to Marketing > Campaigns.
2. Click New Template.
- OR Open the campaign you want to edit.
3. Add information in the template form just as you do when creating a campaign. In the template form, enter
the information you want to appear in campaigns based on this template, and add items such as planning
tasks, campaign activities, and marketing lists.
4. Click Save or Save and Close.

Copy an existing campaign as a template
Open the campaign that you want to copy. Click Copy as Template, type a name for the template, and click
Save.
If you need to back up your templates, or use them in a different implementation of Dynamics 365, you can
export them as part of exporting customizations. More information: Export your customizations as a
solution
NOTE
This topic applies to the Marketing work area within Microsoft Dynamics 365. The Dynamics 365 Marketing work area
provides a way for your sales force to run sales-driven marketing activities. If you use Microsoft Dynamics Marketing along
with Dynamics 365, you might be looking for a similar topic for that product. Dynamics Marketing provides a full-scale set of
functionality, automation, and analytical insights for multistage and multichannel campaigns.

See also
Get started with in-app marketing (Sales)
Create a marketing list using in-app marketing (Sales)
Create or edit a campaign using in-app marketing (Sales)
Create a quick campaign using in-app marketing (Sales)
Add an activity to a campaign using in-app marketing (Sales)
Add a marketing list, sales literature, or product to a campaign using in-app marketing (Sales)
Track a marketing campaign response using in-app marketing (Sales)

Use entitlement templates to set up entitlements
quickly
10/6/2018 • 3 minutes to read • Edit Online

Applies to Dynamics 365 (online), version 9.x
Quickly create other entitlements prefilled with the basic information like the start and end date, service level
agreement (SLA), allocation type, and total term by using an entitlement template in Dynamics 365. For example,
create a template for a standard entitlement, and then apply this template for every standard customer in your
organization.
NOTE
With the Customer Engagement apps, version 9.1 release, entitlement templates in service management are available in the
Customer Service Hub based on the Unified Interface experience. We recommend that you create and manage entitlement
templates using the new experience.

Create an entitlement template
1. Make sure that you have the Customer Service Manager, System Administrator, or System Customizer
security role or equivalent permissions.
Check your security role

Follow the steps in View your user profile.
Don’t have the correct permissions? Contact your system administrator.
2. In the Customer Service Hub sitemap, go to Service Management and select Templates > Entitlement
Templates.
NOTE
In the Customer Service app, go to Go to Settings > Service Management. and select Entitlement Templates.

3. To create a new entitlement template, select New in the entitlement template search box.
4. Type or modify information in the text boxes.
Hovertips provide hints about what to enter.
Entitlement Template Name. Enter a name for the entitlement template.
Start Date. Select the date from which the entitlement will be valid.
End Date. Select the date until which the entitlement will be valid.
Restrict based on entitlement terms. To restrict creating case when the entitlement term is over,
select Yes. Otherwise, select No.
SLA. Select an SLA record to associate the service levels or key performance indicators for the
support you are providing with this entitlement.
Under Entitlement Terms, specify the term details for the entitlement:

Allocation Type. Select whether the entitlement is for number of hours or number of cases.
Decrease Remaining On. Select whether to decrease the remaining term on case creation or
resolution.
Total Term. Specify the total amount of support the customer is entitled to with respect to the
allocation type. For example, if the allocation type is number of cases and you specify 100 in
Total term, then the customer is entitled to support up to 100 cases.
5. Select Save.
Add entitlement channels
Use the Entitlement Channels section to define the channels your customers are entitled to, and track the
customer support term for each channel separately. For example, to use phone and email as support channels, and
restrict them to 80 and 20 hours respectively, create an entitlement channel for each of them.
NOTE
You must save the template record before you can add entitlement channels to the template.

1. In the Entitlement Channel section, select ... and select Add New Entitlement Template Channel.
2. Specify the total terms that you want to allot to the particular channel.
The remaining term is auto-calculated and shows the total number of hours or cases remaining for the
customer’s entitlement.
Associate a product with the entitlement template
If you want the entitlement template to be applicable to specific products for an individual customer, associate a
product to the template.
1. In the Search for records box, type the first few letters of the name of the product that you want to associate
with the template.
2. While in the template record, in the Products section, select ... and select Add Existing Product.
NOTE
In the Customer Service app, you can also select to open the template form in the Form Editor in case you want to add
additional sections to the form.

See also
Create an entitlement to define the support terms for a customer

Analyze and share your data with Excel templates
8/24/2018 • 10 minutes to read • Edit Online

Applies to Dynamics 365 (online), version 9.x
Applies to Dynamics 365 (online), version 8.x
Excel provides powerful ways to analyze and present your Dynamics 365 data. With Excel templates, you can easily
create and share your customized analysis with others in your organization.
Use Excel templates for:
Sales Forecasting
Pipeline Management
Leads Scoring
Territory Planning
And much more…
You can try out the Excel templates included with Microsoft Dynamics 365 to get a quick view of what kind
of analysis is possible.

TIP
Check out the following video: Create documents directly from Dynamics CRM by using Word and Excel templates (2:38)

Create a new Excel template
Following are the steps for creating an Excel template.

Step 1: Create a new template from existing data
There are two places in Dynamics 365 where you can create an Excel template:
From the Settings page. Go to Settings > Templates > Document Templates > New ( ). You must
have sufficient permissions to access to the Settings page, such as System Administrator or System
Customizer.
From a list of records. For example, go to Sales > Opportunities > My Open Opportunities. On the
menu bar, click Excel Templates > Create Excel Template.

The Create template from Dynamics 365 data page appears.

Select the data to include in the template

1. Click Excel Template.
2. Select an entity (record type) to include that entity’s Dynamics 365 data. The views you can select in the next
field depend on the entity you select.
3. Select a view.
4. Click Edit Columns to add, remove, and adjust properties for the columns to include in the template.

5. Click Download File to create the template file.
WARNING
You can also download a template containing no data except for the columns associated with the record type (entity) using
Settings > Data Management > Templates for Data Import. For more information, see: Download a template for data
import.

Step 2: Customize the data in Excel
Open the newly-created template in Excel to customize the data.

Let’s walk through a simple example of customizing an Excel template using Dynamics 365 sample data.
Example customization of Opportunities data

1. Click Enable Editing to allow customization of the Excel spreadsheet.
2. Add a new column and name it “Expected Revenue”.

3. Create a formula for expected revenue. Don’t refer to cells using their addresses; define and use names
instead.

4. Create a pivot table and chart. These and other demo steps will be explained in a future update to this topic.
Place user-added content above or to the right of the existing data table. This prevents the content from
being overwritten if you add new data in Dynamics 365 later and you create a new Excel template. For more
information, see: Best practices and considerations for using Excel templates.

5. Save the spreadsheet.
You’re now ready to upload the Excel template into Dynamics 365.
Step 3: Upload the template and share with others
When you have your Excel template customized the way you want, you can upload it into Dynamics 365. Where
you upload the template determines its availability.
Dynamics 365 administrators can use the Settings page to upload the Excel template into Dynamics 365. A
template uploaded in Settings is available to all users in your Dynamics 365 organization.
For admins: Upload the Excel template into Dynamics 365

1. In Dynamics 365, go to Settings > Templates > Document Templates.
2. Click Upload Template.
3. Drag the Excel file into the dialog box or browse to find and upload the file.

4. Click Upload.
Non-admin users can upload a template for their own use from a list of records.
For non-admins or admins wanting to create a personal template: Upload the Excel template into Dynamics 365

1. In Dynamics 365, open a page with a list of records, for example, the list of Sales Opportunities. Go to Sales
> Opportunities > My Open Opportunities.
2. On the menu bar, click Excel Templates > Create Excel Template.
3. Click Excel Template > Upload.

4. Drag the file into the dialog box or browse to find and upload the file.
5. Click Upload.
Step 4: Choose who can use the new template
Access to the newly-created Excel template depends on how you uploaded it, and on the access granted to the
security role. Be sure to check out Use security roles to control access to templates.
If you uploaded the template from the Settings page
The Information page for the uploaded Excel template will look like this.

Templates uploaded from the Settings page are available to all users in your Dynamics 365 organization. You don’t
need to take any further action.
If you uploaded the template from a list of records
The Information page for the uploaded Excel template will look like this.

Templates uploaded from a list of records are available to the user who uploaded the template. To share the
template with others, following these steps:
1. From the template Information page, click Share.
2. Use the Share personal document template page to share the Excel template with others and to set
permissions.

Export and analyze data using the new template
The process for using an Excel template looks like this.

Step 1: Select an entity to analyze
In Dynamics 365, select an entity (record type) to analyze with the Excel template you created. For example, go to
Sales > Opportunities > My Open Opportunities. Two new opportunities were added since the template was
created.

Step 2: Export Dynamics 365 data using your new Excel template
Choose the Excel template you created.

This template was created from the Settings page so it will appear on the menu under Excel Templates. If it had
been created from a records list, it would appear under Personal Excel Templates.
If you have Microsoft Excel Online, you can see the data in place in an Excel window in Dynamics 365. If not, or if
you’d rather create the Excel file, click Download