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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

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

housekeeping

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why crmpc
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!
crmpc only virtual events
CRMPC Only (Virtual) Events
  • http://www.crmpartnerconnections.com/content-library/
initial information
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).
support diagnostics
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
outlook client troubleshooting wizard
Outlook Client Troubleshooting Wizard
  • http://rc.crm.dynamics.com/rc/2011/en-us/online/5.0/outlook-troubleshooting.aspx
orgdborgsettings tool
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
crm online issues
CRM Online Issues
  • Machine specific?
  • User specific?
  • Browser specific?
  • Network specific?
  • Organization specific?
  • Timestamp of issue?
performance issues
Performance issues
  • Organization-wide or action-specific?
  • All users?
  • Data to capture:
    • Platform trace
    • SQL trace
    • Fiddler trace
    • Event Viewer logs
    • Customizations
outlook crashing
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.
reading sql traces
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/
blog links
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/