A new 2014 State of Multichannel Customer Service Survey commissioned by Parature, from Microsoft shows that old customer service channels certainly aren’t going away, but new ones like social are creating both greater and faster service expectations across the board.

The survey, which gauged the responses of 1,000 U.S. consumers, shows that time and effectiveness are of the essence when it comes to a satisfying customer experience. Key findings are summarized in the accompanying infographic. To download and read the full survey report, click here.

Parature - 2014 State of Customer Service

Parature – 2014 State of Customer Service

The CRMUG is the largest organization and resource for Microsoft Dynamics CRM users in the world. If you aren’t a premium member of the organization it sucks!The CRMUG is conducting and providing over 500 unique learning sessions and other peer to peer engagement opportunities each year.What is the CRMUG all about and why should you join? True you can join for free as an individual member but ISNTBP – It Sucks Not to Be a Premium member.Here is why you should be a premium member.

The goal of the CRMUG is to help fellow CRM users gain more from your Dynamics CRM investment. CRMUG offers many opportunities in education and networking.

Below are just a few:


Need to convince the boss to write that check for you for membership? They will help you build your case. Here are six great reasons why Microsoft Dynamics CRMUG Premium Membership will make your boss look like a superhero, too:

  1. Spend a little, get a LOT more. A single CRMUG Premium Membership provides everyone in the organization unlimited answers and support from expert users all year – for less than a typical consultant’s fees for one day! You’ll also enjoy substantial discounts on conferences and academy training, plus access to 70% more webinars than you receive with basic membership. On average, CRMUG Premium Members gain up to two hours of productive time back in their day and get more bang for their consulting investment bucks. Writing this check is a no brainer!
  2. Drive strategic business growth instead of managing consultants and training costs. Make your CEO and CFO happy by allocating more budget for innovation and less for IT staff training. CRMUG Premium gives you access to experts and content that helps your team get up to speed quickly, master the software with confidence, and be more productive. Spend your consulting dollars more effectively, gain more time for new product development, and boost your competitive advantage.
  3. Make smarter decisions about add-on spending. Gain access to expert users and industry peers who can advise you about which add-ons make sense for your company’s needs, and which ones don’t. With CRMUG Premium Membership, you’ll get the guidance you need to avoid spending a bunch of money on stuff you don’t need.
  4. Get more engaged. Special Interest Group (SIG) participation is one of the most prized CRMUG Premium member benefits. Develop valuable relationships, learn from subject matter experts in your industry, share your expertise, and exchange critical knowledge with your peers.
  5. Enjoy greater influence and a voice with Microsoft. Influence Microsoft and shape the future of their products and services. CRMUG Premium Members are leaders who represent the interests, opinions, needs and concerns of the general user community to Microsoft.
  6. Additionally Summit and Academy Discounts: CRMUG membership will typically pay for itself the minute you send a couple of people to either CRMUG Summit or CRMUG Academy where Premium members receive a per person discount of $200 for Summit Registration and $100 discount for Academy Registration fees.

Today, when I launched Outlook I received what looked like a terrifying message that our CRM organization was disabled. One of the benefits of being a CRM MVP is access to the CRM Product Team. After posting this to our group I received a very prompt explanation.

It appears that due to the broad range of changes to the CRM metadatabase from SP1, the first time sync to CRM from Outlook can take substantially longer. The team added the notification to alert you that it would take more time that longer to sync with Outlook. In my case it took only about 5 minutes.

So don’t worry, this is all standard operating procedure. By the time you read this post, the message may have likely been edited, specifically the part where it says” your crm organization has been disabled’. They are going to tone that down.

Outlook CRM Add-n Sync Message

Outlook CRM Add-n Sync Message











Outlook CRM Add-n Sync Message Success

Outlook CRM Add-n Sync Message Success


Recently this question came up on a forum post I answered and wanted to share it on our blog also.

The forum poster did not have Outlook available and was getting the following message:

To view and refresh dynamic data, Microsoft Dynamics CRM for Outlook must be installed. If it is already installed and configured, click “Refresh from CRM” to sign in to Microsoft Dynamics CRM.  If you do not want to be prompted again to sign in, click “Save my email address and password” on the Sign In page.

KB 2556284 provides the solution by providing the following steps:

You can workaround the requirement of using the Microsoft Dynamics CRM 2011 for Microsoft Office Outlook client by going through the following:
1.  Export the Dynamic Worksheets and/or Dynamics Pivot Tables from Microsoft Dynamics CRM 2011.
2.  Open up the Dynamic Worksheets and/or Dynamics Pivot Tables with Excel.
3. After the ADFS sign in page or the “Script is disabled” error shows in the worksheet, click on Data tab.
4. Click on Connections.
5. Within Workbook Connections, click on Properties.
6. Within Connection Properties, click on Definition tab.
7. Click on Edit Query button.
8.  Within the Edit Web Query, window you will need to do one of the following:
- Using IFD Claims authentication, the Edit Web Query will redirect to ADFS login, enter in the user’s credentials and click on Sign In.
- Using Claims authentication, continue to step 9.
9. After getting the Microsoft Dynamics CRM error, click on OK.
10. Within Edit Web Query, click on Cancel.
11. Within Connection Properties, click on Cancel.
12. Within Workbook Connections, click on Close.
13. Within Excel > Data tab, click on Refresh All.


Note: These steps are required every time you close and re-open the Dynamic Worksheets and/or Dynamics Pivot Tables.

Do you have an interest in building a mobile CRM application but want to leverage existing core competencies and not have to build up a iOS, Android or Win 8 environment?
There are several tools on the marketplace that will allow you to use html/Javascript or C# to build your application. It will then convert it to one or more of three popular platforms – iOS, Android, or Windows 8.

Understand that although these apps are very powerful it isn’t quite the same as building it natively.

Here are a few to take a look at:

Xamarin  - this application leverages C# and while not free except for the starter version, it is reasonably priced.

PhoneGap  - original an independent open source solution it was purchased by Adobe a short while ago. It is still open source and free.This tool leverages HTML, Javascript, and CSS.

Project Siena  - this is currently in beta but it is Microsoft’s excellent foray into this area. While it doesn’t have a built in connection to CRM as of this post date, it is possible to get it connected to CRM. Currently it only produces Win 8 applications.

After looking into these applications if you still need some help our firm build’s task specific mobile applications.

For example here is a video on a field service management application we did for a client recently.

Did your firm acquire an External Connector License for your CRM 2011 OnPremise instance? Back in the days before CRM 2013 if you created a portal that customers, partners, vendors could use to connect to the CRM system via the custom API then you needed to buy the EC license. Alternatively, if you happened to be using CRM 4 or then later 2011 Online it came with the annual subscription built-in.

With the release of CRM 2013 OnPremise and the movement to standardize the user license nomenclature etc. between the two platforms the EC for Onpremise requirement went away.

So if you already own an CRM 2011 EC license and have upgraded your CRM OnPremise to 2013 then you can use the EC license as CRM server license.

CRM 2011 External Connector License

CRM 2011 External Connector License

Has your CRM Organization moved from the old CTP Platform and now is running in Office 365? Did emails that depend on the email router to be sent out appear to be stuck inside of CRM?

The reason is that the end points changed and you need to update your email router deployment configuration. I have found that it is necessary to delete the current deployment configuration and create a new one to solve the issue.

The key difference is that you need to use the correct url – change the dev to disco


  • https://dev.crm.dynamics.com/<OrganizationName> where OrganizationName is a placeholder for the actual ID of your organization.


  • https://disco.crm.dynamics.com/<OrganizationName> where OrganizationName is a placeholder for the actual ID of your organization.


Have a great day

PS. don’t forget that the organization name is Case Sensitive