OK folks, this is a long one, but I think you'll find it really useful.  If you are like me, you are frustrated by not having e-mail show up in the Inbox when you are demoing.  This solves all those problems...

I have a demo tool that puts e-mail into a mailbox, but I was not satisfied with it.  It creates a POP-based e-mail that had too many limitations and didn’t let you take advantage of CRM’s deep integration with Exchange.  So rather than write a new tool (I tried!) I came up with this scenario that let’s me demo sending (and tracking in CRM) e-mail between my CRM user and a contact.

The setup is kind of complicated, but it works really well.


I like to be logged in as Administrator when I’m demoing so that users can see all of the functionality. If you like to be someone else, then just set up that account instead of the Administrator account (you’ll need to be logged in as Administrator to set these things up, though).


What we are going to do is


(1) Set up the CRM Administrator with an Exchange account (he already has one, but it’s not set up as a recognized e-mail address in CRM)


(2) Set up one of our CRM contacts with an Exchange account (we’ll need to add that contact as an AD user, which will also set up his Exchange account)


(3) Set up Terminal Server to log into that new contact’s Outlook and send messages to our Administrator.


Whew! Ready?  Here we go:


Log in as Administrator (pass@word1)


Microsoft CRM Settings

  • In Microsoft CRM (Web), select Settings, Business User Settings, Users
  • Double-click the Administrator account (I renamed my Administrator to “George Burns” so my demos would look better).
  • Set the Primary E-Mail to administrator@crm.corporate.example.microsoft.com
  • Click Save and Close
  • Select a Contact in CRM and edit the contact – I used Herbert Dorner with A Bike Store.
  • Enter a new e-mail address for your contact with the same domain as the one you just entered.  For Herbert, I chose herbert.dorner@crm.corporate.example.microsoft.com – the important thing is just the “@crm.corporate.example.microsoft.com” part.
  • Click Save and Close


Domain / AD Settings

We are going to add our contact as a user on our network.

  • Click Start
  • Click Administrative Tools
  • Click Active Directory Users and Computers
  • Click crm.corporate.example.microsoft.com
  • Click Action | New | User
  • Enter the following information:

First Name – Herbert (or whatever contact you used)

Last Name – Dorner

User logon name – herbert.dorner (this will match the e-mail you created above)

  • Click Next
  • Enter the following information:

Password - pass@word1

Confirm password - pass@word1

User must change password at next login – Uncheck

User cannot change password – Uncheck

Password never expires – Check

Account is disabled – Uncheck

  • Click Next
  • Click Next (again – the defaults on the Exchange mailbox screen are fine)
  • Click Finish
  • Edit the user you created, and add the user to the following groups (this list is probably overkill, but I didn’t want to take to time to figure out minimum rights)


Domain Admins

Domain Users

Remote Desktop Users

ReportingGroup {2fa729f9-cc42-4ef1-a245-8fd195460e63}

ReportingGroup {4805b648-4aa4-4340-8451-1addc030c397}

UserGroup {2fa729f9-cc42-4ef1-a245-8fd195460e63}

UserGroup {4805b648-4aa4-4340-8451-1addc030c397}

·         Click OK

·         Close Active Directory Users and Computers


Set up a Terminal Services logon

  • Click Start
  • Click All Programs
  • Click Accessories
  • Click Communications
  • Click Remote Desktop Connection
  • Click Options
  • Enter the following information:

Computer – triton

User name – herbert.dorner

Password – pass@word1

Domain – CRM

Save my password – Checked

  • Click Save As
  • Save the file to your desktop (I call my Log into Herbert Dorners Computer.RDP so that when I double click on it, prospects have a better understanding of what I’m doing)
  • Click Save
  • Click Cancel



How to demo with this:

Alright – here’s where the magic happens!


You can now open Outlook and send ol’ Herbert an e-mail. Do it from a CRM page, from creating a new message and click To… and selecting Herbert from the CRM Contacts list – wherever.


Now, we switch over to Herbert’s “Computer” which is really just going to be a Terminal Services session on our virtual machine.


Simply double click on the RDP file you put on your desktop and Herbert’s desktop will show up in a window (it’ll take a few seconds to log in).


You can then (inside this session) open Outlook – you can see and respond to e-mail sent from our CRM user (in my case the Administrator, who I renamed to be George Burns).




Once you reply from Herbert, you can switch back to Outlook (the one running in the foreground) and see the replies, track them in CRM, etc.


While I have the Terminal Services session open (Herbert’s “Computer”), I like to add Outlook to the start programs, so it’s automatically run when I log in and it takes me straight into his e-mail.




So, a couple of caveats – when you are doing this in front of a prospect, explain what you are doing, but DON’T EXPLAIN IT ALL!  Just let them know that you are logging into Herbert’s computer and we’ll see it running in a little window here.  This is just to simulate Herbert’s e-mail and his experience. 


MINIMIZE THE TIME YOU SPEND IN THE TERMINAL SERVICES SESSION and DOWNPLAY IT in your demo.  If not, I guarantee you’ll spend your whole allotted time explaining Terminal Services instead of selling CRM!!!


As always, e-mail me with any questions, and Good Selling!