Microsoft CRM 3

Microsoft CRM 3.
0 on Citrix Presentation
Server 4.0
System III - Citrix Access Suite Team
Project Lifecycle Reporting Document
-i-
Table of Contents
Executive Summary:.................................................1
Overview.................................................................2
Project Overview............................................................................. ..........................2
Document Overview........................................................................................ ..........2
Research.................................................................3
Brief Description:..................................................................................................... ..3
Product Information:........................................................................................... .......3
Benefits to a Citrix client:.......................................................................... ................3
Proof of Concept .....................................................4

Scope and Approach.......................................................................................... .....4
Phases 4
Architectural Diagram (True Site)........................................................ ......................5
Architectural Description................................................................................ ...........5
Tests and Results and Recommendations ..................................................... ...........6
Scenario: Baseline Test............................................................................... ............6
Scenario: Isolated Environment................................................................ ..............8
Scenario: Server to Client Content Redirection........................................... ..........10
Scenario: Virtual IP...................................................................... .........................12
3.4.5 Scenario: CPU and Memory Optimization................................................14
3.4.6 Scenario: Web Interface........................................................................ ...16
3.4.7 Scenario: After updating Citrix Presentation Server 4.0 with Hotfix Rollup Pack 1
18
1.Regular Test Issues..............................................21

1.1.Word Template in Mail Merge........................................................................... ..21
1.2.Export to Excel for Dynamic tables................................................................... .22
1.3.Unable to cancel e-mail merge process using ESC key............................... .......24
2.Application Isolation Environment Test Issues.......24

2.1.Performance Issues during e-mail merge: ........................................................24
2.2.Functional issues with e-mail Mail merge process.............................................28
2.2.3.Long Time to perform e-mail Mail Merge.....................................................28
2.3.More Actions button sometimes not available...................................... .............29
2.4.Creation of e-mail in application isolation environment performance issue.......29
1.Deployment Project Description:....................................................... ...................31
2.Active Directory Domain Controller / Microsoft Exchange Server.........................32
3.SQL Server................................................................................. ..........................32
4.Citrix Presentation Server................................................................................. ....32
5.Microsoft CRM 3.0 Deployment............................................... .............................33
6.Microsoft CRM 3.0 Client on Citrix Presentation Server Verification......................34
7.Microsoft CRM 3.0 Client on Citrix Presentation Server for users with roaming profiles...34
Deployment Appendix A: Terminstall.cmd Modifications.........................................34
- ii -
Executive Summary:
Microsoft CRM 3.0 performs correctly and efficiently when running as a
regular published application on Citrix Presentation Server 4.0 with Hotfix
Rollup Pack 1 or inside a published or direct server desktop. There were
only minor issues or errors during the test.
Also, it is recommended not to use the CPS 4.0 Application Isolation
Environment (AIE) feature with CRM 3.0, as this application does not
function properly with this feature.
1
Overview
Project Overview
This project covers the verification of Microsoft CRM 3.0 components integrated into
Microsoft Outlook 2003 published on Citrix Presentation Server 4.0.
Document Overview
The purpose of this document is to provide a record of the activities performed and their results.
This document includes the following sections:
Section Description
Project Overview
Research Brief description and information regarding application to be tested
Proof of Concept/ Describes the scope of the testing performed, the customer’s overall
Architecture architectural design and identifies possible future trouble spots.
Presentation Defines the configuration of Presentation Server and components within
Server the Assistance Request environment. Used as a guide to replicate
Configuration required environment scenarios to reproduce the customer issue at will.
Tests
Results and Defines the conclusive results and next step recommendations based on
Recommendations the tests described in the previous section.
2
Research
Brief Description:
Microsoft CRM is a customer relationship management software that integrates with Microsoft
Exchange / Outlook client/server environment.
Product Information:
Product Name (s): Microsoft CRM
Current versions: CRM 3.0.5300.0 on Outlook 2003
Operating Systems: Windows Server 2003 with Service Pack 1, Windows XP
Website: http://www.microsoft.com/dynamics/crm/default.mspx
Current Customers: N/A
Possible Customers/Environments: N/A
Benefits to a Citrix client:
Pros Cons
N/A N/A
3
Proof of Concept
Project Overview
The goal of this investigation is to verify the functionality of Microsoft CRM 3.0 when
utilized in various Citrix Presentation Server environments and configurations.
Scope and Approach

The scope of this investigation is to validate a list, provided by Microsoft, of CRM functions while accessing
the application via a Presentation Server environment.
Phases
Baseline Test
Regular Tests
• In an Isolated Environment
• With Server to Client Content Redirection enabled
• With Virtual IP enabled
• With CPU and Memory optimization enabled
• Through Web Interface using
o Local / Web Client
o ActiveX Client
o Java Client
Each test includes testing for client device access and client printing using both proprietary and
Citrix Universal Printer drivers.
4
Architectural Diagram (True Site)
The diagram below illustrates the environment that was built for this project.
Windows 2003 SP1 Windows 2003 SP1
Active Directory DC MS SQL 2000
Exchange 2003 MS CRM Server
CRM Exchange Router CRM Exchange Router
Terminal Licensing Server Citrix IMA Datastore
S3CRMDCEXCH
SYS3CRMSQL
re
st o
Au
ta
th
Da
en
tic
A
IM
at
io
n
Windows 2003 SP1
` Citrix Presentation Server 4.0 HRP1
- Published Apps :
ICA Clients
ICA 1. MS Outlook 2003 with CRM
Web Browser 2. MS Outlook 2003 with CRM in an
Application Isolation Environment
SYS3CRMCPS 3. MS Word 2003
4. MS Excel 2003
Citrix Licensing Server
HTTP Citrix Web Interface Server
- Presentation Server Site
` - PN Agent Site
ICA Clients Web

Web Browser Interface
Architectural Description
In this environment, Citrix Presentation Server is also providing the Web Interface and Citrix
Licensing Server services.
User connects to a published application through an ICA client or Web Interface clients and
accesses CRM functionality inside of that application.
5
Tests and Results and Recommendations
Note: The issues mentioned in the following table are addressed later in
this document on pages 21 - 30
Scenario: Baseline Test
CRM 3.0 on Citrix Presentation Server 4.0

All tests performed using the published application Microsoft Outlook
Citrix Presentation Server 4.0

Win2k3
Server OS SP1
MS CRM Version 3.0.5300.0
Citrix Client 9.1
Client OS Win32
Test Date 18-Jan
Scenario: Baseline Test

Max
Server
Load Per
Function Description Client 1 Client 2 Comments User (%)
Launch Application Pass Pass
CRM Object Access Tests Pass Pass
Create Object - New Invoice Pass Pass
Retrieve Object - New Invoice Pass Pass
Update Object - New Invoice Pass Pass
Delete Object - New Invoice Pass Pass
E-Mail, Contact and Scheduling
Function Tests Pass Pass
Create e-mail in CRM Pass Pass
Add recipients from the CRM
Address Book Pass Pass
Using Track in CRM
Track the email in CRM Pass Pass option
Send the email Pass Pass to CRM User
Create a contact, task and
appointment and mark each for
tracking in CRM. Pass Pass
Link each to a Regarding (or Parent)
record in CRM Pass Set the Regarding link
Track in CRM, verify
appearing in All
Track in CRM a received email Pass Pass activities in CRM
appearing in All
Track in CRM a sent email Pass Pass activities in CRM
6
Allow the Microsoft CRM desktop
client for Outlook to run for at least
20 minutes and confirm that Outlook
synchronization initiates and Outlook Verify CRM contacts
is updated with appropriate records. and activities are
Let client run until Outlook replicated to Outlook
synchronization completes Pass Pass regular files
Select several accounts
and perform Action /
Make sure the CRM client mail Mail merge. Verify mail
merge templates are all functional. merge document is
MS Word Templates Test Pass Pass created correctly
Pass w/ Pass w/
Issues Issues Template errors on
Mail Merge for E-Mail templates 1.1, 1.3 1.1, 1.3 exiting draft message 18
Select several accounts
and perform an Export
Pass Pass to Excel. Verify export
w/issue w/issue completes correctly and
Export to Excel Test 1.2 1.2 shows in Excel
Export Account Reports
Export Reports to Pass Pass from Report Viewer
HTML Pass Pass
Excel Pass Pass
PDF Pass Pass
Web Archive Pass Pass
Disconnect and Reconnect Test Pass Pass
Both Client 1 and 2 use PN Classic

connections, with different client
computers and usernames
7
Scenario: Isolated Environment
CRM 3.0 in Citrix Presentation Server 4.0


Win2k3
Server OS SP1
Citrix Client 9.1
Client OS Win32
Test Date 19-Jan
Setup Steps
Created new application
isolation environment “CRMIE”
Created a copy of the published
Outlook 2003 application
Associated the new published
application with the “CRMIE”
application isolation
environment
Scenario: Application
Isolation Environment
Max
Server
Load Per
Function Description Client 1 Client 2 Comments User (%)
Launch Application Pass Pass
CRM Object Access Tests Pass Pass
Create Object - New Invoice Pass Pass
Retrieve Object - New Invoice Pass Pass
Update Object - New Invoice Pass Pass
Delete Object - New Invoice Pass Pass
E-Mail, Contact and
Scheduling Function Tests Pass Pass
Pass Pass
w/Issue w/Issue
Create e-mail in CRM 2.4 2.4 47
Address Book Pass Pass
Using Track in CRM
Track the email in CRM Pass Pass option
Send the email Pass Pass to CRM User
8
appointment and mark each for
tracking in CRM. Pass Pass
Link each to a Regarding (or
Parent) record in CRM Pass Pass Set the Regarding link
appearing in All
Track in CRM a received email Pass Pass activities in CRM
appearing in All
Track in CRM a sent email Pass Pass activities in CRM
Allow the Microsoft CRM
desktop client for Outlook to run
for at least 20 minutes and
confirm that Outlook
synchronization initiates and
Outlook is updated with Verify CRM contacts
appropriate records. Let client and activities are
run until Outlook replicated to Outlook
synchronization completes Pass Pass regular files
Select several
accounts and perform
Make sure the CRM client mail Action / Mail merge.
merge templates are all Pass Pass Verify mail merge
functional. w/issue w/issue document is created
MS Word Templates Test 2.3 2.3 correctly 60
Takes a lot of server
resources - 1 User =
Pass Pass 100%; over 20
w/issues w/issues minutes to merge
Mail Merge for E-Mail templates 2.1; 2.2 2.1; 2.2 and send 10 e-mails 100
Select several
accounts and perform
an Export to Excel.
Pass Pass Verify export
w/issue w/issue completes correctly
Export to Excel Test 1.2 1.2 and shows in Excel
Export Account
Reports from Report
Export Reports to Pass Pass Viewer
HTML Pass Pass
Excel Pass Pass
PDF Pass Pass
Web Archive Pass Pass
Disconnect and Reconnect Test Pass Pass
Both Client 1 and 2 use PN

Classic connections, with
different client computers and
usernames
9
Scenario: Server to Client Content Redirection


Win2k3
Server OS SP1
Citrix Client 9.1
Client OS Win32
Test Date 20-Jan
Setup Steps
Enable Server to Client
Content Redirection at the
Farm level
Create, enable and assign a
policy to enable usage of
Server to Client content
redirection
Scenario: Server to Client

content redirection (with
Application Isolation
Environment (Isolated))
Max
Server
Client 1 Client 2 Client 1 Client 2 Load Per
Function Description Regular Regular Isolated Isolated User (%)
Launch Application Pass Pass Pass Pass
CRM Object Access Tests Pass Pass Pass Pass
Create Object - New Invoice Pass Pass Pass Pass
Retrieve Object - New Invoice Pass Pass Pass Pass
Update Object - New Invoice Pass Pass Pass Pass
Delete Object - New Invoice Pass Pass Pass Pass
E-Mail, Contact and
Scheduling Function Tests Pass Pass Pass Pass
Pass Pass
w/Issue w/Issue
Create e-mail in CRM Pass Pass 2.4 2.4
Address Book Pass Pass Pass Pass
Track the email in CRM Pass Pass Pass Pass
Send the email Pass Pass Pass Pass
10
appointment and mark each
for tracking in CRM. Pass Pass Pass Pass
Parent) record in CRM Pass Pass Pass Pass
Track in CRM a received
email Pass Pass Pass Pass
Track in CRM a sent email Pass Pass Pass Pass
desktop client for Outlook to
run for at least 20 minutes and
Outlook is updated with
appropriate records. Let client
run until Outlook
synchronization completes Pass Pass Pass Pass
Make sure the CRM client

mail merge templates are all Pass Pass
functional. w/issue w/issue
MS Word Templates Test Pass Pass 2.3 2.3
Pass Pass
Mail Merge for E-Mail w/issues w/issues
templates Pass Pass 2.1; 2.2 2.1; 2.2
Pass Pass Pass Pass
w/issue w/issue w/issue w/issue
Export to Excel Test 1.2 1.2 1.2 1.2
Export Reports to Pass Pass Pass Pass
HTML Pass Pass Pass Pass
Excel Pass Pass Pass Pass
PDF Pass Pass Pass Pass
Web Archive Pass Pass Pass Pass
Disconnect and Reconnect
Test Pass Pass Pass Pass

usernames
11
Scenario: Virtual IP

All tests are performed using the published application Microsoft Outlook

Win2k3
Server OS SP1
Citrix Client 9.1
Client OS Win32
1/20/2006,
Test Date 1/23/2006
Setup Steps
Enable Virtual IP at the Farm
Level
Create Virtual IP Address Pool
Assign a set of 10 IP
addresses to the server
Scenario: Virtual IP (w/

redirection, Application
(Isolated))
Max
Server
E-Mail, Contact and
Pass Pass
w/Issue w/Issue
Create e-mail in CRM Pass Pass 2.4 2.4 50
12
run until Outlook

MS Word Templates Test Pass Pass 2.3 2.3 55
Pass Pass
templates Pass Pass 2.1; 2.2 2.1; 2.2 60
Pass Pass Pass Pass
Test Pass Pass Pass Pass Pass

usernames
13
3.4.5 Scenario: CPU and Memory Optimization


Win2k3
Server OS SP1
Citrix Client 9.1
Client OS Win32
Test Date 23-Jan
Setup Steps
Enable CPU and memory
optimization management at
the farm level
Scenario: CPU and memory

optimization (w/ Virtual IP,
redirection, Application
(Isolated))
Max
Server
E-Mail, Contact and
Pass Pass
w/Issue w/Issue
Create e-mail in CRM Pass Pass 2.4 2.4 60
14
run until Outlook

MS Word Templates Test Pass Pass 2.3 2.3
Pass Pass
templates Pass Pass 2.1; 2.2 2.1; 2.2
Pass Pass Pass Pass
Test Pass Pass Pass Pass Pass
No visible effect from CPU and memory optimization

usernames
15
3.4.6 Scenario: Web Interface


Win2k3
Server OS SP1
Citrix Client 9.1
Client OS Win32
Test Date 24-Jan
Setup Steps
Configure Web Interface
server
Create Presentation Server
Web Interface site for the
CRM Presentation Server
Farm
Scenario: Web Interface

(w/ CPU and memory
optimization, Server to
Client content redirection,
Virtual IP and Application
(Isolated)) Regular Application Isolated Application
Client 1 Client 1
Web Web Max
Client / Client / Server
Local Client 2 Client 3 Local Client 2 Client 3 Load Per
Function Description Client ActiveX Java Client ActiveX Java User (%)
Pass Pass Pass
w/issue w/issue w/issue
Launch Application Pass Pass Pass 2.1.1 2.1.1 2.1.1
CRM Object Access Tests Pass Pass Pass Pass Pass Pass
Create Object - New Invoice Pass Pass Pass Pass Pass Pass
Retrieve Object - New
Invoice Pass Pass Pass Pass Pass Pass
Update Object - New Invoice Pass Pass Pass Pass Pass Pass
Delete Object - New Invoice Pass Pass Pass Pass Pass Pass
E-Mail, Contact and
Scheduling Function Tests Pass Pass Pass Pass Pass Pass
16
Pass Pass Pass
w/Issue w/Issue w/Issue
Create e-mail in CRM Pass Pass Pass 2.4 2.4 2.4 50
Address Book Pass Pass Pass Pass Pass Pass
Track the email in CRM Pass Pass Pass Pass Pass Pass
Send the email Pass Pass Pass Pass Pass Pass
for tracking in CRM. Pass Pass Pass Pass Pass Pass
Parent) record in CRM Pass Pass Pass Pass Pass Pass
email Pass Pass Pass Pass Pass Pass
Track in CRM a sent email Pass Pass Pass Pass Pass Pass
run for at least 20 minutes
and confirm that Outlook
appropriate records. Let
client run until Outlook
synchronization completes Pass Pass Pass Pass Pass Pass

mail merge templates are all Pass Pass Pass
functional. w/issue w/issue w/issue
MS Word Templates Test Pass Pass Pass 2.3 2.3 2.3
Pass Pass Pass
Mail Merge for E-Mail w/issues w/issues w/issues
templates Pass Pass Pass 2.1; 2.2 2.1; 2.2 2.1; 2.2
Pass Pass Pass Pass Pass Pass
w/issue w/issue w/issue w/issue w/issue w/issue
Export to Excel Test 1.2 1.2 1.2 1.2 1.2 1.2
Export Reports to Pass Pass Pass Pass Pass Pass
HTML Pass Pass Pass Pass Pass Pass
Excel Pass Pass Pass Pass Pass Pass
PDF Pass Pass Pass Pass Pass Pass
Web Archive Pass Pass Pass Pass Pass Pass
Test Pass Pass Pass Pass Pass Pass
17

Citrix Presentation Server 4.0 HRP1

Win2k3
Server OS SP1
Citrix Client 9.1
Client OS Win32
Test Date 25-Jan
Setup Steps
Install Hotfix Rollup Pack 1
on Presentation Server
Scenario: Hotfix Rollup

Pack 1 (w/ Web Interface,
CPU and memory
optimization, Server to
Client content redirection,
Virtual IP and Application
(Isolated)) Regular Application Isolated Application
Max
Client 1 Client 1 Server
Local Client 2 Client 3 Local Client 2 Client 3 Load Per
Function Description Client ActiveX Java Client ActiveX Java User (%)
Pass Pass Pass
w/issue w/issue w/issue
Launch Application Pass Pass Pass 2.1.1 2.1.1 2.1.1
CRM Object Access Tests Pass Pass Pass Pass Pass Pass
Create Object - New Invoice Pass Pass Pass Pass Pass Pass
Retrieve Object - New
Invoice Pass Pass Pass Pass Pass Pass
Update Object - New Invoice Pass Pass Pass Pass Pass Pass
Delete Object - New Invoice Pass Pass Pass Pass Pass Pass
E-Mail, Contact and
Scheduling Function Tests Pass Pass Pass Pass Pass Pass
Pass Pass Pass
w/Issue w/Issue w/Issue
Create e-mail in CRM Pass Pass Pass 2.4 2.4 2.4 60
18
Address Book Pass Pass Pass Pass Pass Pass
Track the email in CRM Pass Pass Pass Pass Pass Pass
Send the email Pass Pass Pass Pass Pass Pass
for tracking in CRM. Pass Pass Pass Pass Pass Pass
Parent) record in CRM Pass Pass Pass Pass Pass Pass
email Pass Pass Pass Pass Pass Pass
Track in CRM a sent email Pass Pass Pass Pass Pass Pass
run for at least 20 minutes
and confirm that Outlook
appropriate records. Let
client run until Outlook
synchronization completes Pass Pass Pass Pass Pass Pass

mail merge templates are all Pass Pass Pass
functional. w/issue w/issue w/issue
MS Word Templates Test Pass Pass Pass 2.3 2.3 2.3 60
Pass Pass Pass
Mail Merge for E-Mail w/issues w/issues w/issues
templates Pass Pass Pass 2.1; 2.2 2.1; 2.2 2.1; 2.2 55
Pass Pass Pass Pass Pass Pass
w/issue w/issue w/issue w/issue w/issue w/issue
Export to Excel Test 1.2 1.2 1.2 1.2 1.2 1.2
Export Reports to Pass Pass Pass Pass Pass Pass
HTML Pass Pass Pass Pass Pass Pass
Excel Pass Pass Pass Pass Pass Pass
PDF Pass Pass Pass Pass Pass Pass
Web Archive Pass Pass Pass Pass Pass Pass
Test Pass Pass Pass Pass Pass Pass
19
CRM 3.0 on Presentation Server 4.0 - Issues
Reference
Table of Contents
Executive Summary:.................................................1
Overview.................................................................2
Document Overview........................................................................................ ..........2
Research.................................................................3
Brief Description:..................................................................................................... ..3
Product Information:........................................................................................... .......3
Benefits to a Citrix client:.......................................................................... ................3
Proof of Concept .....................................................4

Scope and Approach.......................................................................................... .....4
Phases 4
Architectural Diagram (True Site)........................................................ ......................5
Architectural Description................................................................................ ...........5
Tests and Results and Recommendations ..................................................... ...........6
Scenario: Baseline Test............................................................................... ............6
Scenario: Isolated Environment................................................................ ..............8
Scenario: Server to Client Content Redirection........................................... ..........10
Scenario: Virtual IP...................................................................... .........................12
3.4.5 Scenario: CPU and Memory Optimization................................................14
3.4.6 Scenario: Web Interface........................................................................ ...16
18
1.Regular Test Issues..............................................21

1.1.Word Template in Mail Merge........................................................................... ..21
1.2.Export to Excel for Dynamic tables................................................................... .22
1.3.Unable to cancel e-mail merge process using ESC key............................... .......24
2.Application Isolation Environment Test Issues.......24

2.1.Performance Issues during e-mail merge: ........................................................24
2.2.Functional issues with e-mail Mail merge process.............................................28
2.2.3.Long Time to perform e-mail Mail Merge.....................................................28
2.3.More Actions button sometimes not available...................................... .............29
2.4.Creation of e-mail in application isolation environment performance issue.......29
1.Deployment Project Description:....................................................... ...................31
2.Active Directory Domain Controller / Microsoft Exchange Server.........................32
3.SQL Server................................................................................. ..........................32
4.Citrix Presentation Server................................................................................. ....32
5.Microsoft CRM 3.0 Deployment............................................... .............................33
6.Microsoft CRM 3.0 Client on Citrix Presentation Server Verification......................34
7.Microsoft CRM 3.0 Client on Citrix Presentation Server for users with roaming profiles...34
Deployment Appendix A: Terminstall.cmd Modifications.........................................34
20
1. Regular Test Issues
1.1. Word Template in Mail Merge
When trying to use Template e-mail to Mail Merge, an error message is received upon closing the draft message.
This occurs in the baseline / regular test. No other features enabled
Reproduction Steps
1.1.1. Launch published MS Outlook 2003
1.1.2. Go to CRM \ Marketing \ Accounts
1.1.3.Select View \ Active Accounts
1.1.4. Select an account
1.1.5. Perform More Actions \ Mail Merge
1.1.6. Select Template E-Mail
1.1.7. Select E-Mail Message template in the Microsoft Word screen that appears
1.1.8. Add Greeting Line
1.1.9. Add AddressBlock
1.1.10.Add some basic text
1.1.11.Preview Message
1.1.12.Complete the Merge
1.1.13.Merge – Electronic Mail
1.1.14.Select as
1.1.15.Receive twice and click OK

1.1.16.Attempt to close the draft message by using X button, do not save Changes
1.1.17.Receive the issue screenshots shown below
Issue screenshot sequence:
21
1.2. Export to Excel for Dynamic tables
22
Using Export to dynamic PivotTable and worksheet exports the complete list of accounts from CRM. Several
types of tables were attempted – accounts, contacts, with same result.
23
1.3. Unable to cancel e-mail merge process using ESC key
When performing e-mail merge it is not possible to cancel the process by pressing the ESC key as show on the
screen, bottom left corner. There is no reaction to the ESC key at all during the merge.
2. Application Isolation Environment Test Issues

2.1. Performance Issues during e-mail merge:
2.1.1. 100% CPU Load on launch
Mail merge from 1 user consumes 50-60% of the Presentation Server resources.
Outlook.exe to 63% Max during Load
CSC.EXE to 37% Max during Load
This most commonly happens during the launching of the isolated MS Outlook 2003 with CRM modules installed
or during mail merge operations.
24
25
2.1.2.High usage by CSC.EXE during application run
When running the applications in an application isolation environment the average CPU load for CSC.EXE is around
50% with only one user connected via ICA. Two users can increase CPU load to 100%
Two User screen:
26
27
2.2. Functional issues with e-mail Mail merge process
2.2.1. E-mail creation issue

When using an application isolation environment e-mails are created and placed into the drafts folder. In
non-isolated testing neither e-mails nor are drafts created.
2.2.2. “… Do Not Allow e-mail” message does not appear

In an application isolation environment this message does not appear for the same user and the same
actions in e-mail merge as seen in the non-isolated testing. When performing the same actions in the non-
isolated tests this message appears and prevents sending of e-mails.
Reproduction Steps:
1. Launch application in application isolation environment mode
2. Perform e-mail merge for accounts that do not allow e-mail messages
3. See the issue as described above – the e-mail messages are either being created as drafts or
being sent out instead of receiving error messages during the process
2.2.3.Long Time to perform e-mail Mail Merge

Over 20 minutes to perform e-mail Mail Merge function for 10 accounts. Unable to verify time in baseline test due
to the issue specified in 2.2
28
2.3. More Actions button sometimes not available
When running in an application isolation environment, the “More Actions” button is not available. Clicking on this
button does not show the drop down menu. User used was Stefan. Issue did not reproduce in other users’
configurations
2.4. Creation of e-mail in application isolation environment performance issue
When attempting to write an e-mail from Outlook with CRM launched in an application isolation environment, it
takes a very long time to see the To (Select Names) dialog box, sometimes over 5 minutes, during which time
CSC.EXE is at or about %50 CPU utilization on the server for the specific user’s process.
29
CRM 3.0 Test Environment Deployment with Citrix
Presentation Server 4.0
October 22, 2008
System III / Access Suite Team

Citrix Systems, Inc.
30
1. Deployment Project Description:
This project is to document Microsoft CRM 3.0 deployment in a single server Citrix Presentation Server 4.0 test
environment.
The test environment will contain three servers:

• Microsoft Active Directory Domain Controller / Exchange 2003 SP 1 server on Windows 2003 SP1 R2
• Microsoft SQL 2005 Enterprise Server / CRM 3.x Server on Windows 2003 SP1 R2
• Citrix Presentation Server 4.0 with Hotfix Rollup Pack 1 on Windows 2003 SP1 R2
Please Note: order of install is important for this deployment.
Environment Assumptions: IP and naming services are provided by servers outside of the test environment. Should
there be a need to provide those services by servers internal to the test environment, install DNS services on the
Active Directory domain controller and configure IP addressing by either installing DHCP service or setting static IP
addresses on the servers.
31
Installation Instructions:
2. Active Directory Domain Controller / Microsoft Exchange Server
Description
One server performs the role of Active Directory domain controller and also of the Microsoft Exchange 2003 server in
the test environment. In this test environment this server is named CRMADEX.
1) Install Windows 2003 Server

2) Install IIS with SMTP and NNTP modules
3) Perform all updates to R2 level
4) Verify updated Anti-Virus protection
5) Create AD-integrated DNS zone for the test domain (In this environment called CRM )
a. Configure the DNS zone to accept both secure and non-secure updates if the DNS server is not running
Windows 2003 R2 - In this test environment, when the DNS zone on the DNS server (running Win2k3
SP1, not R2) was set to secure updates only, Active Directory Domain Controller running Windows 2003
SP1 R2 was not able to update its domain records into that zone.
6) Run DCPROMO to create new Forest
7) Install Microsoft Exchange 2003 Server using install defaults
a. Install Exchange 2003 SP1
3. SQL Server
Description
One server will be used to host both CRM Server and MS SQL Server for CRM and Citrix Presentation Server
support – for server consolidation. It will be running Microsoft Windows 2003 SP1 R2 / IIS and MS SQL 2005 Server
and MS CRM 3.0 Server. In this test environment this server is named CRMSQL.

2) Install IIS with ASP. NET support
5) Join CRM Domain
6) Install .NET Framework 1.1 SP1 (CRM Requirement)
7) Install and configure Indexing Service to start automatically (CRM requirement)
8) Create an Active Directory account for SQL server to log in as.
9) Install Microsoft SQL Server 2005 Enterprise
a. Include Reporting Services during the install (CRM Requirement)
b. Include Client Components \ Management Tools during the install
c. Select a domain account to run SQL Server service
d. Select for SQL Server Agent and Reporting Services to start
e. Select to use Windows Authentication Mode
f. Select to use defaults settings for Collation Mode
g. Install the default configuration for Report Server
After SQL Server 2005 install is completed:

h. Create a database to be used by Citrix Presentation Server farm. In this environment the database was
named “CRMCPS”.
i. Configure SQL Server Agent to be started automatically (CRM requirement)
10) Install MDAC 2.7 from CRM Server CD (CRM requirement)
4. Citrix Presentation Server

Description:
One server will host the Citrix Presentation Server 4.0. The Citrix Presentation Server 4.0 in this environment is the
access platform to the Microsoft Outlook application with CRM 3.0 module. It is in a single-server farm, with IMA
Datastore being hosted on the SQL 2005 server. The server name for this server in the test environment is CRMCPS.
32
2) Install IIS
5) Join CRM Domain
6) Install Citrix Presentation Server 4.0 with SQL Datastore
a. Install Citrix License Server and add Citrix Presentation Server 4.0 license files to it.
b. Install Hotfix Rollup Pack 1 for Citrix Presentation Server 4.0
c. Install Office 2003
d. Install SP1 and SP2 for Office 2003 on the Presentation Server
e. Publish Outlook, Word and Excel 2003.
5. Microsoft CRM 3.0 Deployment

Description:
This section covers installation and setup of the Microsoft CRM 3.0 elements in the test environment described
above.
1) Install CRM 3.0 Server on the SQL server following instructions in CRM 3.0 Implementation Guide available
at http://go.microsoft.com/fwlink/?LinkId=56978
a. Launch CRM Setup from CRM Server CD
b. Select to Install Microsoft CRM Server
c. Enter the license code (Trial version used in this test environment)
d. Agree to the license agreement
e. Specify organization name (Citrix Test used in this test environment)
f. Use default installation location
g. Choose to create a new Web Site and note the server bindings, since it will be the CRM Server address
to be used in later configuration steps. (In this environment server bindings were 5555, thus CRM
Server address was HTTP://CRMSQL:5555)
h. Select the SQL server to be used and use Create new databases option (CRMSQL is the server name
used in the test environment)
i. Enter the Report Server URL (in this environment it is HTTP://CRMSQL/ReportServer)
j. Select the Active Directory OU to contain Microsoft CRM System Groups
k. Select to use network service account as a security account for the services
l. Specify Exchange Server settings
m. Perform the CRM Server installation
2) Verify the CRM Website is configured to use ASP. NET version 1.1 as described in Section 15-6 of the
Microsoft CRM 3.0 Implementation Guide.
3) Copy style sheets for CRM reports to Reporting Services installation
4) Verify CRM installation in Internet Explorer (please note Pop-Up Blocker could prevent CRM screen from
appearing)
5) Create Active Directory account to be used for Router Mailbox of the CRM E-Mail Router
6) Install Microsoft CRM-Exchange E-Mail Router following instructions in Microsoft CRM 3.0 Implementation
Guide
7) Install CRM 3.0 Sample Database
a. Create 12 Active Directory users for the CRM sample database based on table on page 18-1 of the
Microsoft CRM 3.0 Implementation Guide
b. Run Sample Data Wizard (after sample users are created in Active Directory) on Microsoft CRM Server
8) Install Microsoft CRM Desktop Client for Outlook on Citrix Presentation Server
9) Follow instructions in the readme.htm from extracted CRMClientTS.EXE
(http://www.microsoft.com/downloads/details.aspx?FamilyID=cbad1af7-8fde-40f2-8df5-
935a363f87d9&DisplayLang=en) to prepare for Terminal Server installation.
a. Create a network share accessible to domain CRM users (in this environment, the share name was
CRMLogon)
b. Extract contents of CRMClientTS.EXE to the network share
c. Modify the terminstall.cmd to match the environment (example as used in this test environment is
shown in Deployment Appendix A)
d. Add the terminstall.cmd from the network share to your CRM Active Directory users’ logon script
process. Please note you might need to configure to run logon scripts synchronously on your
Presentation Servers.
33
6. Microsoft CRM 3.0 Client on Citrix Presentation Server Verification
1) Launch Microsoft Outlook 2003 published application via an ICA client
Please note CRM install script checks whether Outlook is configured for the user, and if it is not, the script
will not run. Thus, during the first time Outlook launch the CRM installation will not happen.
2) During the logon script process the CRM information is installed into the user profile.
3) Logoff and re-launch Microsoft Outlook 2003 published application via an ICA client and you should see
CRM toolbar and Microsoft CRM folders in the All Mail Folders panel.
4) Perform CRM 3.0 verification tests.
7. Microsoft CRM 3.0 Client on Citrix Presentation Server for users with roaming
profiles
Microsoft CRM 3.0 currently does not support usage of roaming profiles. For further information and assistance
please contact Microsoft Technical Support.
Deployment Appendix A: Terminstall.cmd Modifications
The below are all the modifications performed to the “terminall.cmd” during the configuration to make it match the
test environment specifics.
Excerpt from the terminstall.cmd:

“…
REM *** SOURCE = Location where the PST file, mail merge templates and CrmForOutlookTsInstaller.exe are
located ***
SET SOURCE="\\crmadex\CRMLogon"
REM *** CRM Server to use ***

SET WEBAPPURL="http://crmsql:5555"
…”
34

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System III - Citrix Access Suite Team

Project Lifecycle Reporting Document

Proof of Concept .....................................................4

1.Regular Test Issues..............................................21

2.Application Isolation Environment Test Issues.......24

Product Name (s): Microsoft CRM

Current versions: CRM 3.0.5300.0 on Outlook 2003

Operating Systems: Windows Server 2003 with Service Pack 1, Windows XP

Current Customers: N/A

Possible Customers/Environments: N/A

Benefits to a Citrix client:

Scope and Approach

ICA Clients Web

Scenario: Baseline Test

CRM 3.0 on Citrix Presentation Server 4.0

Citrix Presentation Server 4.0

Scenario: Baseline Test

Both Client 1 and 2 use PN Classic

CRM 3.0 in Citrix Presentation Server 4.0

Citrix Presentation Server 4.0

Both Client 1 and 2 use PN

CRM 3.0 in Citrix Presentation Server 4.0

Citrix Presentation Server 4.0

Scenario: Server to Client

Make sure the CRM client

Both Client 1 and 2 use PN

CRM 3.0 in Citrix Presentation Server 4.0

Citrix Presentation Server 4.0

Scenario: Virtual IP (w/

Make sure the CRM client

Both Client 1 and 2 use PN

CRM 3.0 in Citrix Presentation Server 4.0

Citrix Presentation Server 4.0

Scenario: CPU and memory

Make sure the CRM client

Both Client 1 and 2 use PN

CRM 3.0 in Citrix Presentation Server 4.0

Citrix Presentation Server 4.0

Scenario: Web Interface

Make sure the CRM client

CRM 3.0 in Citrix Presentation Server 4.0

Citrix Presentation Server 4.0 HRP1

Scenario: Hotfix Rollup

Make sure the CRM client

Proof of Concept .....................................................4

1.Regular Test Issues..............................................21

2.Application Isolation Environment Test Issues.......24

1.1.15.Receive twice and click OK

Issue screenshot sequence:

2. Application Isolation Environment Test Issues

Two User screen:

2.2.1. E-mail creation issue

2.2.2. “… Do Not Allow e-mail” message does not appear

2.2.3.Long Time to perform e-mail Mail Merge

2.4. Creation of e-mail in application isolation environment performance issue

October 22, 2008

System III / Access Suite Team

The test environment will contain three servers:

Please Note: order of install is important for this deployment.

1) Install Windows 2003 Server

1) Install Windows 2003 Server

After SQL Server 2005 install is completed:

REM * CRM Server to use *