Mobile Express for Microsoft Dynamics CRM
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Table of Contents
Copyright ............................................................................................................................ 3
Introduction ........................................................................................................................ 3
Planning Your Deployment .............................................................................................. 5
Entities Available in Mobile Express .............................................................................. 6
Installing Mobile Express ................................................................................................. 7
Customizing Mobile Express ........................................................................................... 9
Mobile Express for Microsoft Dynamics CRM Administrator's Guide i
Welcome to the Mobile Express for Microsoft Dynamics CRM Administrator's Guide. This document provides
information about the installation, configuration, and management of Mobile Express.
This document has been written for IT professionals who are responsible for deploying server-side
components into their Microsoft Dynamics CRM environments and who need to know the procedures to
follow in order to successfully implement Mobile Express. This document also provides additional information
for system administrators who need to know how to customize their users' Mobile Express views.
Assumptions and Prerequisites
This guide focuses on the deployment of Mobile Express and assumes that you either already have a
functioning Microsoft Dynamics CRM environment or will be installing Mobile Express at the same time as a
new Microsoft Dynamics CRM system.
To install Mobile Express, you must have administrator permissions on your Microsoft Dynamics CRM server.
To configure Mobile Express, you must have the System Administrator or System Customizer security role.
The ability for Mobile Express to access information through the Internet depends on your Microsoft
Dynamics CRM environment being configured as an Internet-facing deployment (IFD). If your current system
is not exposed to the Internet, users will be limited to accessing Mobile Express from within your corporate
What Users Can Do with Mobile Express
Mobile Express is a new feature in Microsoft Dynamics CRM that lets your users access CRM data and
capabilities from a mobile device. Mobile Express runs in a mobile Web browser, such as Internet Explorer
Mobile or Safari, on a Web-enabled mobile device. Because Mobile Express lets users stay connected
remotely, they can access and use Microsoft Dynamics CRM when they are in the office, travelling, or at a
Mobile Express works well for:
Occasional access to your organization's Microsoft Dynamics CRM environment.
Completing a broad range of common CRM tasks.
What Mobile Express Doesn't Do
A few things to note that Mobile Express does not do:
Mobile Express is not a smart client and does not store data locally; it is mobile Web browser-based and
users must have an Internet or intranet connection to access customer information. There is no locally
stored data option for offline use.
Mobile Express does not synchronize. Changes you make to your Microsoft Dynamics CRM environment
through Mobile Express are immediately stored in the CRM database.
Mobile Express for Microsoft Dynamics CRM Administrator's Guide 3
Planning Your Deployment
You can deploy and use Mobile Express without specialized management hardware or software. The primary
deployment consideration when you implement Mobile Express is where in your network to install it. There
are two choices:
Install Mobile Express on a Microsoft Dynamics CRM server that is configured to allow
connections from outside the corporate firewall. This installation is based on an Internet-facing
deployment (IFD), which enables Mobile Express users to access their Microsoft Dynamics CRM
environment through the Internet.
Install Mobile Express on a Microsoft Dynamics CRM server that resides within your corporate
network. Updating an internal Microsoft Dynamics CRM server with the Mobile Express feature will give
Mobile Express users access to their CRM data only when their mobile Web browsers are connected to
the corporate network.
Internet-facing Deployment Considerations
As illustrated in the following figure, when the Mobile Express feature is added to an IFD Microsoft Dynamics
CRM environment, users can securely access their CRM information anywhere their mobile Web browsers
have an Internet connection.
An IFD enables a Microsoft Dynamics CRM implementation to maintain a secure connection to the Internet
while being deployed within a private corporate network. The IFD option can be used entirely within a private
network, but it is primarily designed to enable access to Microsoft Dynamics CRM from across a public
network. There is no risk of data being stored on an unsecure mobile device because Mobile Express does
not support offline access.
Internet-facing deployments of Microsoft Dynamics CRM support authentication via Active Directory as well
as through forms-based authentication. Because Mobile Express is a feature of the main Microsoft Dynamics
CRM system, whichever authentication technology you are using for Microsoft Dynamics CRM will be used
by Mobile Express.
If you are using Active Directory for authentication, you will need to confirm that the mobile
devices you want to use Mobile Express can support Windows Authentication.
Mobile Express for Microsoft Dynamics CRM Administrator's Guide 5
Internal-facing Deployment Considerations
When Mobile Express is added to an internal Microsoft Dynamics CRM server, access to the CRM data is
available only through the corporate network, as shown in the following figure. Because this type of
installation restricts Mobile Express access to those users connected to the corporate network, it should be
used only for deployments where Mobile Express users will not need access through the Internet.
Understanding Data Security in Internet-facing Deployments
Mobile Express leverages all the Microsoft Dynamics CRM security tools to help ensure secure data
transmission in an IFD.The IFD authentication process uses the following steps:
1. Creates an instance of the CrmDiscoveryService Web service proxy: Obtains a list of available
organizations from the CrmDiscoveryService Web service.
2. (Optional) Finds the target organization in the list.
3. Obtains a ticket from the CrmDiscoveryService Web service: Creates a CrmAuthenticationToken instance
and sets its AuthenticationType, OrganizationName, and CrmTicket property values.
4. Creates an instance of the CrmService Web service proxy and calls Web service methods.
Considerations for Importing and Exporting Customizations
When you are moving customizations from a pre-production environment to a production Microsoft Dynamics
CRM environment, be aware that the import and export commands automatically manage both Microsoft
Dynamics CRM and Mobile Express customizations.
If you have made customizations to Mobile Express forms and then perform an import of
customizations from a server that does not have Mobile Express installed, your Mobile
Express customizations will be removed.
Entities Available in Mobile Express
The following list describes the complete set of Microsoft Dynamics CRM entities available in Mobile Express
and how users can work with them in Mobile Express. You can set up which specific entities are accessible to
6 Mobile Express for Microsoft Dynamics CRM Administrator's Guide
Accounts: Enter a new account or review an existing account, which contains information about
companies that do business with your organization.
Addresses: Enter a new address or look up information for an existing account or contact.
Appointments: Review existing appointments. An appointment does not include service activities or
check for conflicts, and you cannot search for available times.
Campaigns: Review existing campaigns.
Cases: Review existing cases.
Competitors: Review existing competitors.
Contacts: Enter a new contact or review an existing contact.
Contracts: Review existing contracts.
E-mail Messages: Review sent, received, and pending e-mail messages.
Faxes: Review faxes that have been entered into the system.
Invoice Products: Review products associated with an invoice.
Invoices: Review existing invoices.
Leads: Enter a new lead or review existing leads.
Letters: Track when a letter has been sent or received.
Marketing Lists: Review existing marketing lists.
Notes: Add a new note to an activity or a record, or review an existing note.
Opportunities: Enter a new opportunity or review an existing opportunity.
Order Products: Review products associated with an order.
Orders: Review existing orders.
Phone Calls: Track when phone calls have been received or made. You cannot dial a phone number
directly from this form.
Quote Products: Review products associated with a quote.
Quotes: Review existing quotes for opportunities, accounts, or contacts.
Service Activities: Review service activities.
Tasks: Create a new task or review an existing task.
Users: Review or search for people who have an active user account in Microsoft Dynamics CRM.
Installing Mobile Express
If your Microsoft Dynamics CRM environment is not up-to-date or you are installing Microsoft Dynamics CRM
for the first time, you must first deploy and configure it before moving on to your Mobile Express installation:
If your version of Microsoft Dynamics CRM is not the latest version, 4.0, to upgrade your system, follow
the instructions at: Upgrading from Microsoft Dynamics CRM 3.0
If you do not yet have a CRM environment, to perform a new installation, follow the instructions at:
Microsoft Dynamics CRM 4.0 Implementation Guide http://go.microsoft.com/fwlink/?LinkId=155336.
The following installation instructions describe the procedures you need to follow to successfully install the
Mobile Express update into your Microsoft Dynamics CRM environment.
The installation instructions are the same for either deployment scenario. In both cases, you
install the update onto your Microsoft Dynamics CRM server.
Mobile Express for Microsoft Dynamics CRM Administrator's Guide 7
Install Mobile Express
1. Log on to your Microsoft Dynamics CRM server using an account that has administrative privileges.
2. Use a Web browser to navigate to: Microsoft Knowledge Base Article 971874: Mobile Express for
Microsoft Dynamics CRM http://go.microsoft.com/fwlink/?LinkId=155338.
3. Download the update installer onto your Microsoft Dynamics CRM server.
4. On your Microsoft Dynamics CRM server, start the setup wizard. Follow the recommendations on the
screen to confirm that you are ready to update your system, and then click Next.
5. On the License Agreement page, review the information, select I accept this license agreement, and
then click Next.
6. On the Ready to Install Microsoft Dynamics CRM Update page, click Install.
7. Installation has successfully completed when the Update (KB971874) Completed Successfully screen
appears. Confirm the Restart the computer when the wizard closes check box is selected, then click
8 Mobile Express for Microsoft Dynamics CRM Administrator's Guide
Customizing Mobile Express
After you have installed Mobile Express, there are a few tasks you need to perform to properly customize
Mobile Express for your users. Make sure you are logged on to the Microsoft Dynamics CRM application with
a user account that has the System Customizer or System Administrator security role.
The Go Mobile privilege allows a user to access Mobile Express. This privilege is enabled by default for all
security roles. To prevent users from accessing Mobile Express, disable Go Mobile in all security roles
assigned to that user.
If a user's security role gives them access to an entity in Microsoft Dynamics CRM, they will have the same
permissions in Mobile Express.
Customize Mobile Express entities and forms
1. In your main Microsoft Dynamics CRM application, in the Settings area, click Customization, and then
click Customize Mobile Express.
2. Select the set of entities you want to enable in Mobile Express from the Available Entities list.
Not all Microsoft Dynamics CRM entities are available in Mobile Express.
As you evaluate which entities and attributes you want to make available to mobile devices,
consider the screen size and usage goals for your users.
3. Click Add.
4. For each entity you selected, customize the attributes that will be available on the Mobile Express form:
a. In the Selected Entities list, double-click the entity.
b. Select the attributes you want to be visible on the Mobile Express form from the Available Attributes
list, and then click Add.
Required attributes are automatically listed in the Selected Attributes list; they cannot be removed.
c. (Optional) Change the order in which the entities are listed by using the Move Up and Move Down
When you define and organize Mobile Express attributes, consider which are expected to be
used most frequently and place them at the top.
d. Click Save and Close.
5. To publish all entities, click Publish All, or to publish selected entities, select specific entities in the
Selected Attributes list, and then click Publish.
When you publish customizations, remember that there is only one "master" publishing
mechanism that always publishes Microsoft Dynamics CRM and Mobile Express together.
Using the Publish All button in Mobile Express will publish all changes to not only Mobile
Express entities, but will also publish any pending changes to the same entities in the main
Microsoft Dynamics CRM environment. The reverse is also true: publishing in Microsoft
Dynamics CRM will also publish entities in Mobile Express.
6. After you have customized Mobile Express, you need to provide the following access information to your
a. Access Mobile Express by using a mobile Web browser to navigate to https://<CRM_server>/m where
<CRM_server> is the path to your Microsoft Dynamics CRM server.
Mobile Express for Microsoft Dynamics CRM Administrator's Guide 9
b. Sign in using a valid Microsoft Dynamics CRM account.
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10 Mobile Express for Microsoft Dynamics CRM Administrator's Guide