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CRM Partner Connections: Tips, Trick, and Shortcuts in Solving Customer Issues with Dynamics CRM

CRM Partner Connections: Tips, Trick, and Shortcuts in Solving Customer Issues with Dynamics CRM . Presented by: Erik Hagen, Microsoft CRM Tech Lead Host: Tony Stein, CRMPC/CRMUG. Today’s meeting is powered by. Housekeeping.

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CRM Partner Connections: Tips, Trick, and Shortcuts in Solving Customer Issues with Dynamics CRM

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  1. CRM Partner Connections: Tips, Trick, and Shortcuts in Solving Customer Issues with Dynamics CRM Presented by: Erik Hagen, Microsoft CRM Tech Lead Host: Tony Stein, CRMPC/CRMUG

  2. Today’s meeting is powered by Housekeeping During the webinar, you are on mute. When unmuted by organizer, you can keep yourself muted by pressing the button. To ask a question, please use the Questions box as a means to communicate with the Presenter. Remember, each dial in is unique, cannot be shared. You can call in or use VOIP This call is being recorded and will be posted on www.crmpartnerconnections.com/webinars soon.

  3. Why CRMPC? • Did you Know… • The Partner Connections Event – Before CRMUG Summit • CRMPC PreGAME – Held before Microsoft’s “Convergence” Conference • CRM Partner Connections was established to support CRM Partners “Partner Community”(i.e. Activities specifically for CRM Partners) • “Community” learning happens inherently!

  4. Upcoming Virtual Events

  5. CRMPC Only (Virtual) Events • http://www.crmpartnerconnections.com/content-library/

  6. Initial Information • Define the issue • Repro Steps • Problem Step Recorder (PSR) • Start > Run > type psr and hit Enter. • Screen captures limited to 25, but can be increased to 100 in settings. • Error Message • Screenshots can be helpful. • Traces and Logs • Error level platform traces (TraceCategories = *:Error).

  7. Support Diagnostics • ADFS, Claims, and IFD Data Collection - http://support.microsoft.com/kb/2764416 • Client for Outlook Collector - http://support.microsoft.com/kb/2620926 • Client for Outlook Configuration Collector - http://support.microsoft.com/kb/2764449 • Client Performance Collector - http://support.microsoft.com/kb/2684582 • Email Router Collector - http://support.microsoft.com/kb/2695996 • IIS Memory Dump Collector - http://support.microsoft.com/kb/2606908 • Platform Collector - http://support.microsoft.com/kb/907490 • Server Baseline Data Collection - http://support.microsoft.com/kb/2310074 • Self-help Center: https://home.diagnostics.support.microsoft.com/SelfHelp?wa=wsignin1.0

  8. Outlook Client Troubleshooting Wizard • http://rc.crm.dynamics.com/rc/2011/en-us/online/5.0/outlook-troubleshooting.aspx

  9. OrgDbOrgSettings Tool • Included in Update Rollups under the “Tools” download. • http://support.microsoft.com/kb/2691237 • Retrieve settings with following command: • Microsoft.Crm.SE.OrgDBOrgSettingsTool.exe retrieve “Org name” • Update settings with following command: • Microsoft.Crm.SE.OrgDBOrgSettingsTool.exe update “Org name” EnableRetrieveMultipleOptimization 0

  10. CRM Online Issues • Machine specific? • User specific? • Browser specific? • Network specific? • Organization specific? • Timestamp of issue?

  11. Performance issues • Organization-wide or action-specific? • All users? • Data to capture: • Platform trace • SQL trace • Fiddler trace • Event Viewer logs • Customizations

  12. Outlook Crashing • Repro steps and frequency? • How many affected users? • Remove CRM and test. • Remove other 3rd party add-ins and test. • Verify latest CRM and Outlook updates are applied. • Verify version of SQL CE (3.5 vs 4.0). • http://support.microsoft.com/kb/2616319 • Utilize diagnostics to capture a memory dump and platform trace.

  13. Reading SQL Traces • SQL Profiler • Try to filter the trace as much as possible before capturing the trace based on the issue at hand. • If trace was already captured, apply filters to the resulting data for most efficient analysis. • ClearTrace • http://www.scalesql.com/cleartrace/download.aspx • SQL Nexus • http://sqlnexus.codeplex.com/

  14. Blog Links • Microsoft CRM Online Services: https://community.dynamics.com/crm/b/crmonlineservice/default.aspx • Dynamics CRM Support Blog: https://community.dynamics.com/crm/b/dynamicscrmsupportblog/default.aspx • Dynamics CRM In The Field: http://blogs.msdn.com/b/crminthefield/ • Microsoft Dynamics CRM Blog: http://blogs.msdn.com/b/crm/

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