Infor CRM software Implementation Guide

Infor CRM Implementation Guide

Copyright © 2016 Infor

Important Notices

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Publication Information

Release: v8.3

Publication date: March 29, 2016

Contents

Introduction . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1

About This Guide. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1

Choosing Components for Your Implementation. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1

What You Need to Know . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 2

Planning Your Implementation. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 2

Related Documentation. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 2

Contacting Infor . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 3

Chapter 1

Implementation Checklist . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 5

Required Tasks . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 5

Web Tasks . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 6

Mobile Client Tasks . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 7

Customer Portal Tasks . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 7

Synchronization Tasks . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 8

Remote User Tasks . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 8

Remote Office Tasks . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 8

Back Office IntegrationTasks . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 9

Configuration IntegrationTasks . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 9

Optional Tasks . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 9

Part I Administration Tools and Servers

Chapter 2

Preparing Your Environment . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 13

Before You Begin. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 13

General Requirements . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 13

User Rights and Network Permissions . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 13

Understanding Commonly-Used User Types . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 14

Permissions Required for the SLXService User (without Administrator rights) . . . . . . . . . . . . . . . . . . 14

The WebDLL User . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 15

Software Requirements . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 16

Web Requirements . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 17

SData Portal Requirements . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 18

Process Orchestration Server Requirements . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 18

Windows Authentication Requirements . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 18

Windows Authentication in the Infor CRM Network Client . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 18

Windows Authentication in the Infor CRM Web Client . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 19

Windows Authentication in the Infor CRM Mobile Client . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 19

Job Service Requirements. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 20

Server Requirements. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 20

Microsoft SQL Server . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 20

Oracle . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 21

Infor CRM Client Requirements . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 21

Web Client Requirements . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 21

Remote Office Requirements . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 21

Back Office Extension (ICBOE) Requirements . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 22

Logging Access Requirements . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 22

Understanding the Logging Folders. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 22

Creating the Logging Folders . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 23

Creating the Remote Office Folders . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 23

Sharing Folders and Granting Access Rights . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 23

Granting Full Access Rights to All Users . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 24

Sharing Folders and Granting Rights to User Groups . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 24

Creating User Groups. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 24

Sharing Folders by Group. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 24

Running Infor CRM as a Restricted User . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 25

Running Infor CRM on a 64-Bit System. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 25

Chapter 3

Installing Infor CRM . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .27

Understanding Infor CRM Databases . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 27

Microsoft SQL Server . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 27

Oracle . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 28

Installing Infor CRM. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 28

Running the Administrative Tools and Servers installation . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 28

Creating Database Connections . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 30

Creating Client Database Connections for Oracle . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 31

Creating a Net Service Name . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 32

Creating a Client Database Connection . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 32

Creating a 32-bit OLE DB UDL . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 32

Installing Licenses. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 33

Logging On to the Administrator . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 33

Adding Licenses . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 33

Configuring the Database . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 34

Installing the ICRM v8.3.0.sxb bundle . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 34

Running the OracleFixes.sql script . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 34

Restoring the ICRM v8.3.0 project backup to the VFS workspace . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 35

Updating the sitekeys table . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 35

Installing the Infor v8.3 Action Items VFS.zip . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 35

Replace the Infor CRM Conversion Utility . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 36

Running the Infor CRM Conversion Utility . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 36

Chapter 4

Configuring the Infor CRM System . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .39

Logging On to the Administrator . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 39

Understanding the Setup Assistant. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 40

Adding Licenses . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 40

Entering Office Information . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 40

Configuring Infor CRM Options . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 40

Setting Accounting Options . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 41

Setting Database Options . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 41

Understanding E-Mail Integration . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 43

Activating Advanced Outlook Integration . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 43

Adding Address Lists to the Outlook Addressing Tab . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 44

Adding Customer Service and Support Information . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 44

Understanding SpeedSearch . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 46

Maintaining Database Security. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 46

Chapter 5

Installing the Web Components . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 47

Configuring the Web Host. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 47

Enabling the Windows Remote Clients Portal to Display. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 48

Hosting the Web Client and Customer Portal help files locally . . . . . . . . . . . . . . . . . . . . . . . . . . . . 49

Applying the ICBOE for Mobile Bundle . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 49

Activate the ICBOE for Mobile custom module . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 49

Enabling Multi-currency on the Mobile Client . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 50

Enable Offline Support in the Mobile Client . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 50

Download and install KB 1702240 . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 50

Building a Web Platform . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 50

Deploying Infor CRM Client Portals . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 51

Re-applying 8.2 Images . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 52

Configuring Password Self-Service . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 53

Mapping non-standard country codes to an ISO code. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 53

Configuring the WebDLL User for Windows Authentication . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 53

Modifying the Log On User for Job Service . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 54

Configuring the SData Portal . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 54

Windows 2012 and 2014 . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 55

Configuring for Performance . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 55

Configuring IIS Settings for Performance . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 55

Enabling HTTP Compression . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 55

IIS 7 with IIS 6 Compatibility . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 55

Configuring ASP.NET . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 56

Configuring Application Pool Permissions. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 56

Defining the Default Document . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 57

Deploying internal help file portals (Optional) . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 57

Chapter 6

Configuring Infor CRM Users . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 59

Planning for Infor CRM Users. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 59

Understanding the Admin User . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 60

Creating Users . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 60

Configuring Users . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 61

Setting Access to Customer Service Management. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 62

Setting Permissions for Integrations . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 62

Part II Installing Infor CRM Clients

Chapter 7

Installing Network Clients . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 65

Installing the Network Client. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 65

Starting the Infor CRM Client . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 65

Creating Area, Category, and Issue Lists . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 66

Creating the Contact Sync Group . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 67

Assigning the Contact Sync Group . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 67

Chapter 8

Configuring the Web Client . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 69

Configuring Windows Authentication . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 69

Configuring the WebDLL User for Windows Authentication . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 70

Configuring the Web Server. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 70

Configure the Web Client Machines . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 72

Configuring Roles . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 72

Testing the Web Site . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 73

Linking from Your Company’s Web Site . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 73

Configuring Client Computers . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 73

Enabling UTF-8 Support for Internet Protocols . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 74

Installing Office Integration . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 74

Creating the Contact Sync Group . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 75

Chapter 9

Configuring the Mobile Client . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .77

Understanding the Mobile Client . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 77

Deploying the Mobile Client Portal and the SData Portal . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 77

Defining the Default Document . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 77

Testing the Mobile Web Site . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 77

Sending the Mobile Client Portal URL to Users . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 78

Using Infor CRM Mobile with Windows Authentication . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 78

Chapter 10

Configuring Customer Portal. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .81

Understanding Customer Service . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 81

Understanding Customer Portal . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 81

Adding the Customer Portal User . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 82

Setting User Security . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 82

Deploying the Customer Portal . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 82

Configuring the Customer Portal . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 83

Configuring SpeedSearch Indexes for Customer Access . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 83

Enabling the Contact Web Access Tab . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 83

Testing the Customer Portal Web Site . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 83

Linking from Your Company’s Web Site . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 84

Configuring Client Computers . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 84

Part III Remote Offices, Users, and the Offline Web

Chapter 11

Configuring Synchronization. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .87

Creating Synchronization Transfer Profiles . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 87

Creating a Network Synchronization Profile . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 87

Creating an FTP Synchronization Profile. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 88

Setting up an Infor CRM FTP Site . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 88

Creating an FTP Sync Profile . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 88

Creating an HTTP Synchronization Profile . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 90

Setting up an Infor CRM HTTP Site . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 90

Creating an HTTP Sync Transfer Profile . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 91

Creating a Synchronization Service Profile . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 93

Starting the Synchronization Server . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 93

Modifying Virus-Checking Software for the Synchronization Server . . . . . . . . . . . . . . . . . . . . . . . . . . . . 93

Chapter 12

Configuring the Remote Client . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .95

Planning for Remote Users. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 95

Configuring Remote User Profiles . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 95

Setting Synchronization Options . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 96

Creating a Remote User Database . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 97

Deploying the SData Web Portal to Remote Clients . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 98

Installing the Remote Client . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 98

Performing an Automated Installation . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 98

Performing a Manual Installation . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 99

Installing the Remote User Database. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 99

Creating the Database Login . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 100

Starting the Remote Client . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 100

Creating a SpeedSearch Schedule . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 101

Chapter 13

Configuring a Remote Office . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 103

Configuring the Remote Office Profile. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 103

Adding Users to a Remote Office. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 104

Creating a Remote Office Database . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 104

Installing the Web Host . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 105

Installing a Remote Office. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 105

Installing the Remote Office Database . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 106

Creating the Database Login . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 106

Deploying Web Portals for the Remote Office . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 107

The RemoteManifest.xml file is created which contains the settings used by the remote registration services to add an existing IIS Web site or register the site with a server instance. When the

Synchronization Server at the main office cycles, the portals are deployed to the remote.. . . . . 109

Starting the Remote Office Synchronization Client . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 109

Installing Remote Office Network Clients . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 109

Configuring Remote Office Web Clients . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 109

Chapter 14

Configuring Offline Web Clients . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 111

Configuring the Offline Web Client User . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 111

Deploying Web Portals for the Offline Web Client Users. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 112

Running a Synchronization Cycle . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 112

Understanding the Offline Web Client Installation . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 112

Installing Without Administrator Rights . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 113

Installing With Administrator Rights . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 113

Installing the Offline Web Client. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 113

Installing the Remote User Database. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 113

Running a Synchronization Cycle . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 113

Logging on to the Web Client . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 114

Installing Office Integration . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 114

Part IV Appendices

Appendix A Creating a Database for Oracle . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 117

Creating an Oracle Database Instance . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 117

Creating a Net Service Name . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 117

Configuring the Oracle Database . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 118

Creating Tablespaces and Data Files . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 118

Creating the Database Login . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 119

Importing the Database Structure . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 119

Appendix B

Installing Xbar for Microsoft Outlook . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 121

Installation order . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 121

Copying the setup files . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 121

Communicating installation instructions . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 122

Providing connection credentials . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 122

Appendix C Customizing Client Installations . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .123

Appendix D Silent Installations . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .125

Commands and Options . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 125

Setting Properties on the Command Line . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 126

Appendix E Advanced Web Host Configuration . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .127

Scaling the Web Implementation . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 127

Monitoring Active Thread Count . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 127

Manually Configuring Web Hosts . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 128

Addressing Prerequisites. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 128

Creating the Web Site(s) . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 128

Configuring Application Pool Permissions . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 128

Using Application Pools (Optional) . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 129

Using Firewalls . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 129

RPC Communication . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 129

Monitoring Web Host Performance . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 130

Appendix F Integrations . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .131

Infor CRM Xbar for Microsoft Outlook . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 131

Infor CRM Back Office Extension. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 131

Sync for Gmail™ . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 131

Infor CPQ . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 132

Infor Ming.le . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 132

Appendix G Back Office Integration. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .133

Related documents . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 133

Setting up the integration . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 133

Configuration tasks checklist . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 133

Before you begin . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 134

Creating the Infor CRM IOBOX . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 134

Verifying that the IOBOX for your ERP system has been created. . . . . . . . . . . . . . . . . . . . . . . . . . . . . 134

Creating Infor CRM connection points and document flows . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 135

Ensure you have the Infor CRM Logical IDs from the ION Desk . . . . . . . . . . . . . . . . . . . . . . . . . . . . 135

Configuring the IOBOX connection . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 135

Configuring the database connection for Microsoft SQL Server. . . . . . . . . . . . . . . . . . . . . . . . . . . . . 135

Configuring the database connection for Oracle . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 136

Setting Back Office Extension as your integration. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 136

Disabling an integration . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 137

Install the BOD pack bundle(s) . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 137

Configuring back office settings. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 137

Cloning a new back office (optional) . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 138

Adding Roles to Users . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 138

Modifying how information is displayed . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 139

Adding users and distribution groups. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 139

Understanding Roles and Security . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 139

Record ownership . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 140

Assigning ownership to published BODs . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 140

Multi-company configuration . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 141

Understanding the ERP Unique ID . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 141

Configuring multi-company . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 142

Multiple Back Office configuration . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 142

Glossary . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 143

Index . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 147

Introduction

Infor CRM is a leading customer relationship management solution that enables small to medium-sized businesses to acquire, retain, and develop profitable customer relationships through integrated Sales, Marketing, Customer Service,

Accounting Integration, and Support automation solutions.

About This Guide

This is the Infor CRM Implementation Guide. It provides step-by-step instructions for installing a full version of Infor

CRM in your organization’s environment.

• If a version of Infor CRM (Saleslogix) is not already installed in your environment, follow the steps in this guide.

• If you are upgrading from Infor CRM version 8.2 or later, refer to the guide called Upgrading to Infor CRM

v8.3.PDF.

• If you are upgrading from version 7.5.4 or earlier, use the appropriate upgrade documents to first upgrade to version 8.2 or later before upgrading to version 8.3 These documents are available from the Infor Xtreme support portal at www.infor.com/Inforxtreme.

This guide is written for system administrators, Webmasters, and information system professionals.

Choosing Components for Your Implementation

Infor CRM is a feature-rich product with multiple possible installation scenarios. Choose your core installation option

(Standard or Custom), and then install the Infor CRM Clients and peripherals based on the needs of your organization.

The following table provides an overview. See the Infor CRM Planning Guide for more information about available Infor

CRM Components.

Component

Core components

Choose one of two installation options.

Available Options

• Standard

• Custom

Clients

You can install any combination of Infor CRM Clients.

Remotes

Remotes are installations where users have a subset of the Infor CRM database located locally.

• Web Client

• Windows (LAN) Client

• Mobile Client

• Offline Web Client

• Remote Office

• Remote Users

• Offline Web Client

Infor CRM Implementation Guide

1

Introduction

Component

Synchronization

Available Options

Synchronization enables exchange of data between databases. It is only required if your implementation includes Remotes.

Optional components

Optional components allow you to extend Infor CRM functionality. • Infor CRM Xbar for Microsoft Office

• Back Office Extension

• CPQ

• iFrame Integration

The Help symbol precedes online Help topic names, where you can find additional information about features or procedures not detailed in this guide.

What You Need to Know

The Infor CRM Implementation Guide assumes you have a working knowledge of Microsoft Windows operating systems, Microsoft Windows server technology and security, Microsoft Internet Information Services (IIS) Manager, and Web technology. You should also understand the client/server computing environment, especially networking strategies for network and remote users.

You should be familiar with your database platform and its operation and administration. Depending on the selected database platform, a Database Administrator (DBA) may be required for database tuning, maintenance, and customizations.

Planning Your Implementation

The most important element of a successful implementation is planning. The Infor CRM Planning Guide helps you plan your implementation process, from developing an implementation schedule to rolling out the system. The Infor CRM

Planning Guide helps you:

• Determine who will perform the implementation and select your implementation team.

• Understand the product components and their purpose.

• Determine a method for synchronizing data between the main office and remotes (if applicable).

• You can obtain a copy of the Infor CRM Planning Guide from the InforXtreme Portal web site: www.infor.com/inforxtreme.

Related Documentation

In addition to the Infor CRM Implementation Guide, you may find the following documentation helpful.

• The Infor CRM Planning Guide provides installation and database recommendations, and guidelines to help you plan for a successful implementation. It is available on the inforXtreme Support Portal web site: www.infor.com/inforxtreme.

• The Compatibility Guide lists minimum and recommended hardware and the software qualified and supported for each version of Infor CRM. It is available from the InforXtreme Portal web site: www.infor.com/inforxtreme.

New in v8.3: Compatibility information for Infor CRM v8.3 and later is available in the Infor Online Compatibility

Matrix (OCM).

1) Sign in to the InforXtreme Portal web site: www.infor.com/inforxtreme.

2) Expand the Environment menu, and then click Online Compatibility Matrix.

Click Help for a video explaining the features of the OCM.

2 Infor CRM Implementation Guide

Introduction

• The LAN Developers Reference provides VBScript, COM, and SQL functions you can use to customize the Infor

CRM Windows (LAN) Client to meet your specific needs. It is available from the InforXtreme Support Portal web site: www.infor.com/inforxtreme.

• The Developer Tips online Help contains information for developers, Webmasters, and IS professionals who are customizing the Infor CRM Web Client or creating custom Web applications. This help file contains conceptual overviews, customization scenarios, code samples, and references to help you develop your Web applications.

The Developer Tips Help is available from the Application Architect.

• Online Help is available in each Infor CRM application.

Contacting Infor

If you have questions about Infor products, go to the InforXtreme Support Portal web site: www.infor.com/inforxtreme.

If we update this document after the product release, we will post the new version on this website. We recommend that you check this website periodically for updated documentation.

If you have comments about Infor documentation, contact [email protected].

Infor CRM Implementation Guide 3

Introduction

4 Infor CRM Implementation Guide

Chapter

1

Implementation Checklist

This chapter outlines the tasks you must complete to implement Infor CRM. These tasks are designed to help you organize and make decisions regarding your Infor CRM implementation. Any tasks that are recommended, but not required, are designated as ‘optional’.

If you are implementing Infor CRM for the first time, read each chapter thoroughly to ensure you have correctly completed the necessary steps.

If you are upgrading from a previous version, do not use this document. Refer to the document called

Upgrading to Infor CRM located in the Documentation folder.

Required Tasks

All implementations require the following tasks.

Task

1. Read the Infor CRM Planning Guide and create an implementation plan.

Page

2.

Set permissions (security and access) for the WebDLL and

SLXService users.

14

3.

Install and configure your system prerequisites.

4.

Create and share the logging folders.

16

23

5.

For Oracle installations, create your Infor CRM database.

Note You must run the CreateOracleViews.sql script on your database before you can log into any Infor CRM products.

117

For Microsoft SQL Server, the database is created during the installation.

6.

7.

8.

Install the Saleslogix Server components.

Create Server database connections (if necessary).

For Oracle installations, create the Net Service Name and

Client database connection.

28

30

32

9.

For 64-bit systems, create a 32-bit OLE DB UDL.

10. Add the appropriate Infor CRM licenses.

11. Configure the Database to v8.3.

32

33

34

Computer

Administrative Workstation

All computers and servers

Synchronization Server

Database Server

All computers and servers

Saleslogix Server

Administrative Workstation

Administrative Workstation

Administrative Workstation

Administrative Workstation

Infor CRM Implementation Guide

5

Implementation Checklist

Task

12. Enter your main office information.

13. Configure options.

14. Understand e-mail integration options.

15. Add office information for customer service and support.

This task applies if your installation uses customer service or support features.

43

44

Page

40

40

16. Add new users and configure user profiles.

17. Set user access to Customer Service Management.

This task applies if your installation uses customer service or support features.

60

62

18. (Optional) Create automated installations for the Network

Client.

21. Start the Network Client.

65

19. Install the Network Client on all Infor CRM user’s computers.

65

20. For Oracle installations, create a Net Service Name and

Client database connection.

117

65

22. Create Area, Category, and Issue lists.

This task applies if your installation uses customer service or support features.

66

23. Create the Contact Sync group.

This task applies if your installation includes Outlook

Integration.

67

and

75

Computer

Administrative Workstation

Administrative Workstation

Administrative Workstation

Administrative Workstation

Administrative Workstation

Administrative Workstation

Infor CRM Client computers

Infor CRM Client computers

Infor CRM Client computers

Infor CRM Client computer

Infor CRM Client and Web Client computers

Web Tasks

In addition to the

“Required Tasks” on page 5 , implementations that include Web components require the following

tasks.

Task

1. Install the Web Host.

2.

Build the Web platform.

3.

Deploy the SlxClient portal

4.

Configure the SData portal.

5.

Configure IIS performance settings.

6.

Enable HTTP Compression.

7.

Configure ASP.NET.

8.

Configure Application Pool permissions.

9.

Define the default document.

10. Configure Windows Authentication.

56

56

57

69

51

54

55

55

Page

47

49

Computer

Web Host server

Administrative Workstation

Administrative Workstation

Web Host server

Web Host server

Web Host server

Web Host server

Web Host server

IIS Server

Administrative Workstation

6 Infor CRM Implementation Guide

Implementation Checklist

Task

11. Change the user assigned to the Job Service.

This task is required for the Web Client but may also apply to

LAN Client installations that will include custom jobs for longrunning or resource-intensive tasks.

Page

54

12. Configure roles.

72

13. Test the Web site.

14. Create a link from your company’s Web site (intranet).

15. Configure Web Client user computers.

73

73

73

Computer

Web Host server

Web Client computer

Web Host server

Company intranet server

Web Client computers

Mobile Client Tasks

In addition to the “Web Tasks” on page 6 , implementations that include the Mobile Client require the following tasks.

Task

1. Deploy the Mobile Client portal.

2.

Define the default document.

3.

Test the Web site.

4.

Send the Mobile Client portal URL to users.

Page

77

77

77

78

Computer

Administrative Workstation

IIS Server

Web Host

Administrative Workstation

Customer Portal Tasks

In addition to the “Web Tasks” on page 6 , implementations that include Customer Portal require the following tasks.

Task

1. Add the Customer Portal User.

2.

Set user security.

3.

Deploy the Customer Portal.

4.

Configure the SpeedSearch Indexes access setting for

Public Access (if necessary).

5.

(Optional) Enable employees to grant access to Customer

Portal.

6.

Test the Web site(s).

7.

Create a link from your company’s Web site (intranet).

Page

82

82

82

83

83

83

84

8.

Provide instructions to Customer Portal users on how to configure their computers.

84

Computer

Administrative Workstation

Administrative Workstation

Administrative Workstation

Administrative Workstation

Web Host

Web Host

Company internet or intranet server

Customer Portal computers

Infor CRM Implementation Guide 7

Implementation Checklist

Synchronization Tasks

In addition to the

“Required Tasks” on page 5 , the following tasks are required for all implementations that include

Remote users or Remote Offices. If your implementation does not include Remotes, the following do not apply.

Task

1. Configure synchronization transfer profiles for your selected method of synchronization.

Page

87

2.

Start the Synchronization Server.

93

Computer

Administrative Workstation

Synchronization Server

Remote User Tasks

In addition to the

“Required Tasks” on page 5 the following tasks are required for all implementations that include

Remote users. Remote users can access their local database using the Remote Client or Offline Web Client.

Task

1. Set synchronization options and assign a synchronization transfer profile to each Remote user.

Page

95

Computer

Administrative Workstation

2.

Create Remote user databases.

3.

Deploy the Web site to all Remote Network and Offline Web

Clients.

97

112

4.

5.

6.

Install the Remote Client and/or Offline Web Client.

Install the Remote user database.

Run a synchronization cycle on all Offline Web Client computers.

98

and

113

99

and

113

113

7.

8.

Start the Remote Client and/or Web Client.

Instruct Offline Web Client users to download the Office

Integration Module.

Administrative Workstation

Administrative Workstation

Remote user computers

Remote user computers

Remote user computers

100

and

114

114

Remote user computers

Remote user computers

Remote Office Tasks

In addition to the

“Required Tasks” on page 5 , implementations that include Remote Offices require the following tasks.

Task

1. Configure the Remote Office profile.

2.

Add users to the Remote Office.

3.

Create the Remote Office database.

4.

Install the Web Host at the Remote Office.

5.

Install the Remote Office.

6.

Install the Remote Office database.

7.

Deploy Web Portals for the Remote Office.

8.

Start the Remote Office Sync Client.

Page

103

104

Computer

Administrative Workstation

Administrative Workstation

104

105

Administrative Workstation

Remote Office computer

105

Remote

computer

106

Remote Office Database Server

107

Administrative Workstation

109

Remote

computer

8 Infor CRM Implementation Guide

Task

9.

Install the Remote Office Clients and/or Web Clients.

Implementation Checklist

Page

109

Computer

Infor CRM Client computers

Back Office IntegrationTasks

In addition to the “Required Tasks” on page 5

, the following tasks are required for all implementations that include Back

Office Integration.

Computer Task

1. Ensure the pre-requisites are complete:

• The Supported ERP system must already be installed

• Infor ION must already be installed

2.

Enable Multi-currency in Infor CRMsee the “Managing

Currency” topic in the Administrator Help or the Web Client help for more information

• Follow the instructions detailed in the

Appendix G, “Back

Office Integration” on page 133

.

Page

133

Administrative Workstation

Multiple

Configuration IntegrationTasks

See

Appendix F, “Integrations” on page 131

for information about the integrations supported in Infor CRM.

Optional Tasks

After completing the previous tasks, you can begin using Infor CRM. However, you may want to learn more about the following features to further customize your implementation.

Conflict Resolution

You can define the criteria to use during synchronization to determine what changes are kept when more than one user has changed data. Conflict resolution is only necessary if your implementation includes

Remotes. See the “Conflict Resolution” topic in the Administrator Help for more information.

Multi-currency

If your company has users in multiple countries using different currencies, you can enable multicurrency support. For more information see the “Managing Currency” topic in the Administrator Help or the Web Client help for more information.

Monitor Console

The Monitor Console receives and displays information from the Synchronization (Sync) Service.

This enables remote monitoring of the status of processes and jobs running on the Sync Server. See the Monitor

Console Help for more information.

Sales Processes

Sales Processes are groups of steps and procedures that help users manage their Sales pipeline.

A sales process shows users the steps to complete while working to make the sale. Processes can also prompt the user to complete activities, such as making phone calls and writing letters. For information on creating and managing

Sales Processes, see the “Managing Sales Processes” topic in the Architect or Infor CRM Client Help.

Teams

After adding and configuring users, you can create teams containing the users who require access to the same set of accounts. Teams customarily reflect the structure of your company, such as corporate regions, sales territories, or departments. See the “Working with Teams” topic in the Administrator Help for more information.

Back Office Integration

Infor CRM Implementation Guide 9

Implementation Checklist

Infor CRM Back Office Extension enables Infor CRM to integrate with your supported ERP system when Infor ION is also installed. Data from the ERP system is displayed in the Web Client interface. See Appendix F: “Back Office

Integration” on page 133 for more information.

Back Office Integration is not supported for Remotes (Offline Web Clients, Remote Offices, or Remote Network

Client users).

10 Infor CRM Implementation Guide

Part I

Administration Tools and Servers

Infor CRM Implementation Guide 11

12 Infor CRM Implementation Guide

Chapter

2

Preparing Your Environment

Before installing Infor CRM, review and address the system prerequisites outlined in this chapter. This will minimize delays and enable your implementation to be successful.

Infor CRM was formerly Saleslogix. Some installed components and registries have retained the name

Saleslogix.

Before You Begin

Review the available documentation:

• Infor CRM Planning Guide. Read this manual to help plan your entire implementation.

• Compatibility Guide. Use this document along with the requirements outlined in this chapter to ensure your hardware and software meet Infor CRM supported versions.

General Requirements

The requirements listed here apply to all Infor CRM installations.

User Rights and Network Permissions

You must have Administrator rights for the computer on which you are installing Infor CRM components. See your

Microsoft documentation for instructions on granting administrator rights using one of the following options:

• Add each user to the local machine’s Admin group for the duration of the implementation.

• Use a domain user account that is a member of the domain admin group for the duration of the implementation.

• You do not need administrator rights to run the Infor CRM Client, Infor CRM Web Client, Sync Client, or Mail

Client.

The Offline Web Client installation does not require administrator rights if all prerequisites are installed prior to installing the Offline Web Client.

• .TCP/IP must be installed and configured on every computer running Infor CRM. TCP/IP is required as the network communication protocol.

• No debuggers, programs, or screen savers running. Close all programs and turn off all debuggers, screen savers, or anti-virus programs that may interfere with the installation.

Infor CRM Implementation Guide

13

Preparing Your Environment

Understanding Commonly-Used User Types

The instructions in this document reference several default users and user types. This section explains these users and provides instructions for creating them where necessary.

• Local System Account: This default Microsoft Windows account includes the privileges necessary for Infor CRM services. The Local System user has full rights on the local computer, but not domain access. This user must be mapped to an Infor CRM user, usually the Admin user.

If you plan to run Agents, the Local System Account cannot be used to log on and cycle the Sync Server the first time. You must use a Domain account to log on and run a manual synchronization cycle for

Agents to work correctly.

• SLXService User: Create this user if you have modified the default settings for the Local System Account or

prefer to specify a different user. See “Permissions Required for the SLXService User (without Administrator rights)” on page 14 for more information. Although named “SLXService User” in this document, you may give this user any

unique name.

•

WebDLL User: Create this domain user if your installation includes Web components. See “The WebDLL User” on page 15

for more information. This user is usually mapped to the Infor CRM Admin user. Although named

“WebDLL User” in this document, you may give this user any unique name.

• Admin User: This is an Infor CRM user and has full permissions to the Infor CRM product and database. It must be mapped to a user such as the Local System Account, SLXService User or WebDLL User.

• Named User (Network or Remote): This is an Infor CRM user. Each license enables a single named user to access any number of copies of any Web, Remote, Mobile, or Infor CRM Network Client software. One license is assigned per user for each named user.

See the Infor CRM Planning Guide for more information about the user types available in Infor CRM.

Permissions Required for the SLXService User (without Administrator rights)

If you choose to create the SLXService User, you must assign the following required permissions. These permissions apply to Windows 2008R2/2012. You must log on as a user with Administrative rights to configure permissions.

To create the SLXService user

1. Log on as a user with Administrative rights.

2.

Set “Access this computer from the Network”, “Allow log on locally”, and “Log on as a service” rights on the

Saleslogix Server, SpeedSearch Server, and Sync Server computers.

3.

Give the SLXService user Full control to the following registry keys,

• (After installing Infor CRM) Sync Service

• HKLM\Software\SalesLogix

• SLXService User

• HKLM \SYSTEM\CurrentControlSet\Services\Eventlog

• HKLM\Software\Description\Microsoft\Rpc\UuidTemporaryData

4.

Grant the SLXService user security rights to the following directory and file locations:

• DBEventing Service

• C:\Windows\Debug\ (Full control)

• Sync Service and Sync Servers

• Logging path for each Sync Server (Full control)

• Library folder (Full control)

• Documents folder (Full control)

• Sync Service folder (Full control)

• Remote Office Sync Logs folder (Full control for Everyone accessing the Remote Office)

• Remote Office Documents folder (Full control)

• Remote Office Library folder (Full control)

14 Infor CRM Implementation Guide

Preparing Your Environment

• If an alternate location is used for the log files created, then this path must also be enabled for modify

(read/write) access.

• (After installing Infor CRM) SpeedSearch Service

• C:\Program Files\Saleslogix\Speedsearch (Full Control)

• Microsoft SQL Express

• Program Files\Microsoft SQL Server\instance name\Data

The Windows user for the Infor CRM Remote Client must be given this access. Access is only required for Remote users with a Microsoft SQL Express database.

The WebDLL User

If your installation includes Web components or the Job Server, you must create the WebDLL user. This user is a valid network sign on name with security permissions that allow the Web Host and the Job Service to access all necessary directories.

The WebDLL user has certain minimum security settings required to run the Web components on Microsoft Windows.

The exact settings depend on the requirements of your company. The minimum requirements are detailed in this section.

• Individual Infor CRM users do not require any Windows permissions to be set to use the Web Client. All required access comes from the permissions granted to the WebDLL user. Because the IIS default user,

IUSR_<machinename>, is created locally, you should create a new user.

For information on creating users, modifying user groups, and assigning folder permissions, refer to the

Microsoft Windows online Help.

Use the following settings to create the WebDLL user without Administrator rights on the Web Host. You must log on as a user with Administrative rights to configure permissions.

To create

1. Create the WebDLL User in your company’s domain where all servers involved in the implementation are located.

Since you must be a domain administrator to do this, typically an IT department creates the user.

a.

For the User name, type WebDLL.

Do not use spaces.

b.

Set password options to:

• Password never expires.

• User cannot change password.

1. If selected by default, clear User must change password at next sign on.

2.

Add the WebDLL user to the following user group:

• For Microsoft Windows 2008 R2 Server: IIS_IUSRS

3.

Set Full permissions to the following registry locations:

• Service User (WebDLL)

• HKEY_LOCAL_MACHINE\SOFTWARE\Microsoft\Tracing

• HKEY_LOCAL_MACHINE\SYSTEM\CurrentControlSet\Services\Eventlog

4.

Set Read Only access to the following registry location:

• HKEY_LOCAL_MACHINE\SOFTWARE\Microsoft\SystemCertificate\Disallowed

5.

Set Read/Write access to the following locations:

• Needed for Infor CRM:

• C:\Windows\Temp folder

• C:\Windows\SysWOW64\config\systemprofile\" (Microsoft Windows 2012, 2008 R2 Server) (64 bit).

6.

(After installing Infor CRM) For Windows 2012, set Full access to the following location:

• C:\ProgramData\SalesLogix\Profiler\SalesLogix.Profiler.SLXPROFILERINFO.tmp.

7.

Grant access to the IIS metabase and other directories used by ASP.NET.

a.

Open a CMD prompt and navigate to C:\WINDOWS\Microsoft.NET\Framework\v2.0.50727

Infor CRM Implementation Guide 15

Preparing Your Environment b.

Type: aspnet_regiis -ga domainname\username c.

Press Enter.

The following messages will appear.

“Start granting slxapp access to the IIS metabase and other directories used by ASP.NET.”

8.

“Finished granting slxapp access to the IIS metabase and other directories used by ASP.NET.”

Software Requirements

• Latest supported Windows Service Pack. Install the latest supported service pack for your Windows platform, available from Microsoft at www.microsoft.com.

• Windows DAC (Windows 7 SP1). Microsoft Data Access Components are required on every computer running

Infor CRM.

If your Database Server contains only the Infor CRM database and no other Infor CRM components, you do not need to install MDAC/Windows DAC on that server.

• Microsoft SQL Express installed on the Administrative Workstation. Microsoft SQL Express is required if you have an Oracle database and there will be Remote users or Remote Offices created, if your remote databases are a different Microsoft SQL Server version than the host, or if the Resync utility will be used.

If Microsoft SQL Express is installed with Infor CRM, it installs as a SALESLOGIX instance with the sa password set to SLXMa$t3r. If you install Microsoft SQL Express from another source, you must set the sa password to

SLXMa$t3r (it is generally blank). To install Microsoft SQL Express with the same configuration settings as Infor

CRM, create a setup.ini file in the SQLExpress install folder with the following information. When creating the file, copy the Redist\SQLExpress folder from the Infor CRM media to your local machine (for example, C:\SQLExpress).

[OPTIONS]

ADDLOCAL=SQL_Engine

INSTANCENAME=SALESLOGIX (The INSTANCENAME can be any name you want. Infor CRM defaults the

INSTANCENAME as SALESLOGIX.)

SAPWD=SLXMa$t3r

SECURITYMODE=SQL

Run the setup of SQL Express using a command line. At the command prompt, change the location of SQL

Express using the following command: setup.exe /qb /settings “location\of\setup.ini” (change

"location\of\setup.ini" to the full path to the file, for example, c:\sqlexpress\setup.ini).

• Microsoft SQL Server 2012 and 2014 Native Provider. For Microsoft SQL Server 2012 and 2014, the Microsoft

SQL Server Native Providers must be installed on every computer that will connect to an Infor CRM database.

• Microsoft Windows Installer. Windows Installer is required for use with .NET Framework. The Infor CRM installation automatically installs .NET Framework if it is not detected on the computer where you are installing

Infor CRM.

• Microsoft .NET Framework with ASP.NET enabled. .NET Framework with ASP.NET enabled is required for .NET

Extensions on the Administrative Workstation, Web Host, and Infor CRM Client computers.

Ensure you install IIS before you install Microsoft.NET Framework; otherwise, ASP.NET is not installed.

• Microsoft Internet Explorer. You must install a supported browser on every computer running Infor CRM.

• Microsoft Word. You must install Word on the Administrative Workstation (or the computer on which you install

Architect) for template management and on each Infor CRM Client and Web Client computer for mail merge.

• SAP Crystal Reports. If you plan to create or edit the Sample reports, you must install Crystal Reports on the

Administrative Workstation (or the computer on which you install Architect) for report management. The Crystal

Reports installation is available with Infor CRM.

• Adobe Acrobat Reader. Required to view Infor CRM documentation.

16 Infor CRM Implementation Guide

Preparing Your Environment

• The following table shows the software prerequisites that will be installed if they are not detected during the Infor

CRM installation. Installing these prerequisites may require your computer to restart.

Prerequisites

Windows Installer 4.5.1

Microsoft Exception Message Box

Microsoft .NET Framework 4.5.2

1

Microsoft .NET Framework Multi-

Targeting Pack

SQL Server 2005 Backward

Compatibility

Microsoft SQL Server Express 2012

RTM (Optional)

2

Microsoft Windows Imaging

Component

Microsoft Visual C++ 2010 x86

Redistributable

Admin

Tools and

Servers

X

X

X

X

X

X

X

X

LAN

Client

X

X

Remote

Office

Remote

Client

Offline Web

Client

Web Host

X

X

X

X

X

X

X

X

X

X

X

X

X

X

X

X

X

X

X

X

X

X

X

X

X

X

•

•

1

Microsoft .NET Framework v4.5.2 is installed in Integrated model.

2

If a version of the Microsoft SQL Server database is already installed, the Microsoft SQL Express, installation will not complete successfully. Decline the option to install if it is offered.

Web Requirements

• Internet Information Services (IIS). IIS 6 Compatibility. If you are running Infor CRM on Windows 2008R2 Server or

Windows 2012, enable IIS 6 Compatibility on the Web Host.

• To enable compatibility, open Server Manager, expand Roles, right click Web Server (IIS) and select Add

Role Services. In the Select Role Services list under Management Tools, select IIS 6 Management

Compatibility. The following sub-items are automatically selected: IIS 6 Metabase Compatibility, IIS 6 WMI

Compatibility, IIS 6 Scripting Tools, and IIS 6 Management Console.

• Firewalls disabled on the Web Host (Windows 2008R2 Server). Firewalls can be active if a rule is added to allow inbound from ports 1433, 1025, and your Infor CRM Web site port.

• Windows Firewall port 11211. Open Windows Firewall and add an exclusion for port 11211. Infor CRM installs the

Saleslogix Cache Server, which requires access to this port.

• .Net version 4.5.1 must be installed on the machine that hosts the Infor CRM Web Host when the Web Host uses the following operating systems:

• Microsoft Windows 2012 and 64 bit: .NET version 4.5.1 must be installed in Server Manager.

• Microsoft Windows 2008 R2 Server 32 and 64 bit: .NET version 4.5.1 must be installed in Server Manager.

• Microsoft Windows 7SP1: .NET version 4.5.1 must be installed in Programs and Features.

Infor CRM Implementation Guide 17

Preparing Your Environment

SData Portal Requirements

The Web Host installation automatically sets up IIS configuration. If you prefer to manually set up your web site instead of using the Web Host install, see the steps for configuring IIS before continuing with the installation.

• SData provides a standard protocol for reading data from and writing data to business applications, either onpremises (server or desktop based) or on the Web.

If your implementation includes Windows Authentication, Job Service, and/or Mobile, but not the Web components, you must still create the WebDLL user, install the Web Host, and configure the SData portal.

See page 54

for instructions.

The SData portal requires the following:

• On the Visual Studio development Web server, assign your domain user to a Infor CRM user, as the development server runs under the current logged in user.

• The default authentication model for the SData Portal is Basic Authentication which:

• Does not require an association between the WebDLL user and a Infor CRM user.

• Is used with Secure Sockets Layer (SSL).

• Is required for Infor CRM Mobile and Offline Web Client, and Infor CRM Xbar for Microsoft Outlook functionality.

Process Orchestration Server Requirements

Process Orchestration allows you to create a process to be associated with any entity in Infor CRM. Any entity can be associated to multiple processes. Process Orchestration requires the Process Orchestration Host which executes/monitors the process instances in the Web Client. The Process Orchestration Host is installed with the Web

Host, and requires the following:

• .NET Framework 4.0 or later. The Process Orchestration Server will not run using .NET Framework versions earlier than 4.0.

• Disabling IIS Integrated Windows Authentication for the ProcessHost Web site.

• An Infor CRM user must be associated with the same Windows user that is assigned to the application pool for

Process Orchestration. Typically, this is the Infor CRM admin user.

For steps to associate a Infor CRM user to a Windows user, see “Configuring the WebDLL User for Windows

Authentication” on page 70

.

If your implementation does not include the Web, you must still create the WebDLL user, install the Web

Host, and configure Application Pool permissions for the process orchestration portal (see page 47

for instructions). Then refer to the “Implementing Process Orchestration” topic in the Application Architect

Help for additional implementation steps.

Windows Authentication Requirements

If you choose to implement Windows Authentication for Infor CRM Client users in your installation, users who are already logged on to Microsoft Windows will be able to access the Infor CRM Clients without having to pass through an

Infor CRM Client log on screen. The Microsoft Windows user must be mapped to an Infor CRM user for this to be successful.

Windows Authentication functions and is configured for the Network and Web Clients.

Windows Authentication in the Infor CRM Network Client

In the Infor CRM Network Client, when Windows Authentication is enabled:

• If a Windows user is mapped to a valid Infor CRM Client user, he or she does not see an Infor CRM Client log on page. The Network Client application simply opens.

18 Infor CRM Implementation Guide

Preparing Your Environment

• If a Windows user is not found to be mapped to an Infor CRM Network Client user, you can configure either of the following:

• Display a log on screen and require the user to log on manually.

• Display an error screen.

In this case the user cannot log on to Infor CRM.

To configure Windows Authentication for the Web Client, you must:

• Ensure the Use Windows Authentication check box is selected on the User Profile General tab for each Infor CRM

Client user. For more information see

“Configuring Users” on page 61 .

Windows Authentication in the Infor CRM Web Client

In the Infor CRM Web Client, when Windows Authentication is enabled:

• If a Windows user is mapped to a valid Infor CRM Client user, he or she does not see a Web Client log on page.

The Web Client application simply opens.

• If a Windows user is not found to be mapped to an Infor CRM Web Client user, the user cannot access the Infor

CRM Web Client through this portal. An error message displays.

• To enable users to log on as the administrator, you must configure and deploy a second SlxClient portal that does not include Windows Authentication.

Note: Ensure the Use Windows Authentication check box is selected on the User Profile General tab for each Infor CRM Client user. For more information see

“Configuring Users” on page 61

.

Other options for Windows Authentication in the Infor CRM Web Client can be configured by editing the Web.Config file and are:

• Windows Authentication off, SData on

• Windows Authentication off, SData off.

For information about these configuration options, see the Enabling Windows Authentication Access for Web Client

Users topic in the Administrator Help.

To configure Windows Authentication for the Web Client, you must:

•

Configure the WebDLL user. See “Configuring Password Self-Service” on page 53 .

•

Deploy an SData portal. See “Deploying Infor CRM Client Portals” on page 51

.

•

Configure your Web Server. See “Configuring the Web Server” on page 70 .

• Configure your Web Client computers. See

“Configuring the WebDLL User for Windows Authentication” on page 70

.

• In the Administrator, open the User Profile General tab for each Web Client user and ensure the Use Windows

Authentication check box is selected. See the topic called “User Profile General Tab” in the Administrator help.

Windows Authentication in the Infor CRM Mobile Client

In the Mobile Client, users will still see a log on screen when Windows Authentication is enabled.

To configure Windows Authentication for the Mobile Client, you must:

1. Configure Windows Authentication for the Web Client.

2.

Deploy the SData portal.

3.

In the Administrator, make sure that the User Profile General tab for each Infor CRM user who will also be a

Mobile Client user has the Use Windows Authentication check box selected. See the topic called “User Profile

General Tab” in the Administrator help for more information.

4.

Ensure that the Infor CRM user is associated to a Windows Domain user.

Infor CRM Implementation Guide 19

Preparing Your Environment

Job Service Requirements

The Job Service is a shared service that enables scheduling single and recurring tasks for immediate or delayed execution. This service executes tasks out of process, and so releases worker threads and memory for client sessions.

• Long running tasks offloaded to the Job Server can run asynchronously. When user sessions do not have to wait for long running processes to complete, fewer time-outs occur.

• Processing/memory intensive tasks offloaded to the Job Server eliminate competition for computing resources.

The Job Server runs in a different process from the Web Host and consequently has a separate thread pool. It can be located on a separate server if necessary.

Although it is only required for an Infor CRM Web Client installation (including the Offline Web Client and Web Clients deployed at Remote offices), the Job Server can be consumed by any Infor CRM client when custom jobs are created to do so. Consider this service if your organization uses LAN or Mobile and typically has long-running tasks and/or resource intensive tasks. See An Introduction to Job Server in Infor CRM.PDF for more information about creating custom jobs.

The SData portal and the Job Server service may reside on separate machines. The Job Server service is commonly installed on the Saleslogix application server where the “Saleslogix Server” service is installed. Installing the Job

Server on the Web Server is not recommended for performance reasons.

The Job Service is installed with Admin Tools and Servers and requires the following:

• The Web Host and the SData portal must be installed, built, and deployed. See

“Configuring the Web Host” on page

47 and

“Configuring the SData Portal” on page 54 for more information.

• After installation, you must ensure the default Infor CRM user assigned for the Job Server to log on as has access to Infor CRM Application Entities and Activities. Use the WebDLL user after associating it with the Infor CRM

Admin user. See “Modifying the Log On User for Job Service” on page 54

for more information.

If you prefer, you can change the Job Server Base Directory (the folder root for the file system deployment) from the default setting. You must do this after installation and then modify the SLXJobServer.exe.config file. Refer to An

Introduction to Job Server in Infor CRM.PDF for details.

Server Requirements

In addition to the

“General Requirements” on page 13

, ensure the Server computer(s) meet the following requirements.

• Microsoft SQL Server or Oracle. Your database platform must be installed and running on the Database Server.

• When installing Oracle, ensure that the Oracle OLE DB Provider is installed.

By default, Infor CRM uses the OLE DB Provider installed with MDAC v2.8. If your implementation uses the SQL 2005 Native OLE DB Provider, you must install that provider on any computer where Infor CRM is installed.

•

Logging Folders. Create and share the logging folders as detailed in “Logging Access Requirements” on page 22

.

• Trust relationship. Establish a trust relationship if the Database Server is on a different network domain from some or all of the Infor CRM users and components. Ensure that these domains have a trust relationship with each other and can share data.

Microsoft SQL Server

• SQL Server Sort Orders set to 52 or 54. To check sort order information, type sp_helpsort in SQL Server Query

Analyzer.

• Sort Order 52 - Dictionary order, case-insensitive, for use with the 1252 character set.

• Sort Order 54 - Dictionary order, case-insensitive, accent-insensitive, for use with the 1252 character set.

• SQL Server security set to SQL Server and Windows authentication. Verify this authentication is set on the Infor

CRM Database Server.

To change the authentication mode, open SQL Server Management Studio, right-click the appropriate server, and then click Properties. On the Security tab, set the Authentication to SQL Server and Windows.

20 Infor CRM Implementation Guide

Preparing Your Environment

• (Recommended for best performance) Microsoft SQL Server Client and Server component versions match. For example, if the Connection Manager uses the Microsoft SQL Server 20012 driver, then the Infor CRM Clients should use the 2012 driver.

• SYSDBA user is not assigned the System Administrators role. If the System Administrator’s role within Microsoft

SQL Server is selected for the SYSDBA user, you cannot log on to Infor CRM.

Oracle

• Infor CRM Oracle database is placed in its own instance.

• Oracle Provider for OLE DB Components. When installing, ensure that the Oracle Provider version matches your

Oracle Server and Oracle Client version.

• Oracle Server, Oracle Client, and Oracle OLE DB Provider component versions match. The major version for all three pieces must be the same or compatibility issues may arise.

Infor CRM Client Requirements

In addition to the “General Requirements” on page 13 , ensure the following are set up on each Client computer.

• Microsoft Outlook. You must install Microsoft Outlook if you are using Outlook Integration, Advanced Outlook

Integration, or Infor CRM Xbar for Microsoft Outlook (which includes Outlook Sync). Ensure Microsoft Outlook is installed and configured before installing Infor CRM.

• Small Fonts/Normal Size. Ensure the user’s Windows’ Display settings are set to Small Fonts or Normal Size (the name of the option varies depending on which version of Windows is installed).

Access this setting using the Windows Control Panel.

• 1024 x 768 or higher screen resolution. Infor CRM screens are designed for higher resolutions. For optimum viewing, set the monitor resolution to 1024 x 768 or higher.

• (Remote Clients Only) Microsoft SQL Express or Microsoft SQL Server. See the “Microsoft SQL Express installed

on the Administrative Workstation” bullet in the “Software Requirements”

section for installation details.

• (Oracle implementations only) Oracle Provider for OLE DB Components. You must install the OLE DB components on every computer running Infor CRM for database connectivity.

When installing Oracle, ensure that the Oracle OLE DB Provider is installed. In addition, your Oracle Server version must match your Oracle Client version.

Web Client Requirements

In addition to the “General Requirements” on page 13 , ensure the following are set up on each Web Client user’s

computer.

• A supported browser. See the Compatibility Guide for supported browsers.

• 1024 x 768 or higher screen resolution. Infor CRM screens are designed for higher resolutions. For optimum viewing, set the monitor resolution to 1024 x 768 or higher.

• Microsoft Outlook. You must install Outlook if you are using Web Client Mail Merge and Outlook Send SLX capabilities.

Remote Office Requirements

In addition to the “General Requirements” on page 13 , ensure the following requirement is met if your implementation

includes a Remote Office.

• Microsoft SQL Server, Microsoft SQL Express, or Oracle. Your database platform must be installed and running on the Remote Office computer.

• IIS. A Web Server is required to host a Web Remote Office.

Infor CRM Implementation Guide 21

Preparing Your Environment

Back Office Extension (ICBOE) Requirements

In addition to the

“General Requirements” on page 13

, ensure the following requirements are met if you are enabling the

Back Office Extension features in Infor CRM.

• Install Infor ION. This product is available from the download center.

• Enable Multi-currency in Infor CRM. See “Managing Currency” in the Administrator Help file for more information.

The currency code must match your ERP base currency.

• Follow the instructions in the Appendix F: “Back Office Integration” on page 133 . The document named Infor CRM

Back Office Extension Configuration Guide for Infor ION is also required. This document was installed during the

Admin Tools and Servers installation (\\Program Files(x86)\Saleslogix), and can be downloaded from Infor Xtreme

(www.infor.com/Inforxtreme).

Logging Access Requirements

Various Infor CRM services and applications need access to the local file system or logging folders to transfer information. The following information applies to both the main office (Host) and any Remote Offices.

• The process running the Saleslogix OLE DB Provider must have Write permissions to the local file system, specifically the “All Users” folder. Write access is necessary for the Provider to write queue files.

• The SLXSystem.exe must have Read/Write permissions to the local file system to read and delete the queue files created by the Provider. This process assumes the rights of the parent process that creates it. Therefore all Infor

CRM services or processes that use the Provider or SLXSystem.exe must have local file system access (for example, SpeedSearch Service).

• The SLX Server Service user needs Read/Write permissions to the local file system to write the queue files it receives from the Client SLXSystem.exe. The SLX Server Service also runs the SLXLoggingServer.exe so the service must have Read/Write permissions to the location of the Workgroup Logs.

• The Sync Server, Synchronization Client, and SLXLoggingServer are the only applications that need access to the shared logging path. Network users do not need access to the shared logging path.

Understanding the Logging Folders

The following logging folders must be created and shared for an Infor CRM implementation.

Sync Logs Folder

The Sync Logs folder is the root folder for synchronization files. The first time the Sync Server runs, sub folders are automatically created under the Sync Logs folder for synchronization and other functions.

Documents Folder

The Documents folder is the root folder for Infor CRM documents and for files attached to accounts, contacts, and opportunities. This folder is also required for Reports in the Infor CRM Web Client.

Library Folder

The Library folder is the root folder for the Library system and contains the entire contents of the

Library.

SyncService Folder

The SyncService folder is used to store the Sync Service configuration file. This folder must be shared with the Administrative Workstation computer and with the computer on which the Synchronization Service is installed. If your implementation does not include Remote users or Remote Offices, you do not need this folder.

Remote Office Sync Logs Folder

The Remote Office Sync Logs folder is necessary for implementations that contain a Remote Office. This is the root folder for Remote Office synchronization files. This folder must be shared to allow access by everyone (including the SLXService user).

Remote Office Library Folder

The Remote Office Library folder contains all Library documents that Remote Office

Network users have access to.

Remote Office Documents Folder

The Remote Office Documents folder contains all documents that Remote

Office Network users have access to.

22 Infor CRM Implementation Guide

Preparing Your Environment

Creating the Logging Folders

If your implementation does not include synchronization, the logging folder (Sync Logs) is usually located on the

Administrative Workstation (the computer where you install the Administrator). In installations that use synchronization, the Sync Logs folder is best located on the Synchronization Server if it is a dedicated server. If you have a Document server, you can use it for the Library and Documents folders.

To create

1. In Windows Explorer, create the SyncService folder (for example, \\ServerName\SyncService).

If your implementation does not include Remote users or offices, you do not need to create this folder.

2.

In Windows Explorer, create the Sync Logs folder (for example, \\ServerName\Sync Logs).

Ensure the Logging folder is shared and all Network and Remote users have network access to it. The path must also follow universal naming conventions (UNC), and you must be able to browse to it.

If you are using synchronization, and more than one Sync Server is required, create separate folders for each sync server (for example, \\ServerName\Sync Logs1, \\ServerName\Sync Logs2).

3.

In Windows Explorer, create the following folders:

• Library (for example, \\ServerName\Library).

• Documents (for example, \\ServerName\Documents).

The next step...

• If your implementation includes a Remote Office, create the Remote Office folders detailed in the following section.

•

If your implementation does not include a Remote Office, share the logging folders as described in “Sharing

Folders and Granting Access Rights” on page 23

.

Creating the Remote Office Folders

A Remote Office contains a central set of shared folders used for synchronization, library files, and documents. If your implementation includes a Remote Office, you must create the Remote Office folders at the Remote Office site.

Typically, the synchronization folder (RemOffice Sync Logs) is located on the Remote Office Synchronization Client.

However, you can create the synchronization folder on a separate file server. The Library and Documents folders can be created on the Remote Office Synchronization Client or a separate document server.

To create

1. In Windows Explorer, create the Remote Office Sync Logs folder (for example, \\ServerName\RemOffice Sync

Logs) to store the synchronization sub folders.

2.

In Windows Explorer, create the following.

• Library (for example, \\ServerName\Library).

• Documents (for example, \\ServerName\Documents).

Sharing Folders and Granting Access Rights

The Infor CRM folders must be shared before users can connect to them from the network.

When sharing folders, select one of the methods described in the following sections:

•

“Granting Full Access Rights to All Users”

•

“Sharing Folders and Granting Rights to User Groups”

Infor CRM Implementation Guide 23

Preparing Your Environment

Granting Full Access Rights to All Users

To share folders and assign access rights to everyone, you must:

• Enable file and print sharing.

• Assign the folders to be shared. This includes the SyncService, Documents, Library, Sync Logs, and Remote

Office Sync Logs folder.

This share includes the SLXService user. The SLXService user must have permissions set to Full Control for the

Infor CRM folders.

Refer to Microsoft documentation for instructions to share folders and enable file and print sharing.

Sharing Folders and Granting Rights to User Groups

User groups allow you to manage permissions to the Infor CRM folders by group, rather than by individual users. For example, you can create a group of Remote users and assign access rights to the entire group. When a new user is created, you add that user to the group, and the permissions are already defined. This saves time when administering a large number of users.

Creating User Groups

Should you decide to grant access rights by group, you must create global groups on the Windows Server. A global group is available in its own domain, as well as any trusting domain you may have.

• Refer to Microsoft documentation for instructions to create user groups. The following user groups are recommended.

User Group

SlxAdmin

SlxNetwork

SlxSync

SlxRemote

Represents

System Administrator and SLXService user

Infor CRM Network users

Synchronization Server

Infor CRM Remote users

If Remote users need direct access to the main office database, include those users in both the SlxNetwork and SlxRemote user groups. For example, this would be necessary if users work remotely and also dock their laptop when in the office.

Sharing Folders by Group

After creating user groups, you must set the folder sharing rights and permissions for each group. Refer to Microsoft documentation for instructions to set folder permissions. The following user group access is recommended

User Group

SlxAdmin

SlxNetwork

SlxSync

SlxRemote

Type of Access

Full Control

Change

Change

Change

24 Infor CRM Implementation Guide

Preparing Your Environment

Running Infor CRM as a Restricted User

To control security at a user level, you can create restricted users for Infor CRM. Since Admin rights to the local

Windows computer are not required to run the Infor CRM Client, a restricted user with limited rights has full functionality.

Although Admin rights are not required to run Infor CRM, users need permissions to access specific directories on the local computer. You can set permissions using one of the following methods:

• Add the user to the local machine’s Power User’s group. Although this allows more than the minimum required rights, it requires less administration.

• Set permissions to specific directories. This grants the minimum required permissions but requires more administration. Set permissions to the following:

• (Read/Write Access) Program Files\Microsoft SQL Server\instance name\Data folder - this folder is only needed for Remote users running Infor CRM on a Microsoft SQL Express database.

• (Citrix users only) Copy the contents of the Business Objects folder to the Windows\System32 folder.

• Restricted users cannot register custom ActiveX objects contained in some Infor CRM Client views.

A user with Admin rights must license and install the necessary components on each Infor CRM

Client computer.

• In Microsoft Windows 2012, assign full control permissions for the local SpeedSearch Directory to users running Infor CRM as a restricted user.

Running Infor CRM on a 64-Bit System

When installing Infor CRM on 64-bit systems, be sure you have made the following adjustments to installation.

• The Web Host requires IIS. When Web Host is installed on a 64-bit server, IIS must be running in 32-bit mode. For the Web Host, this setting is applied as part of the installation.

• If you are running Infor CRM on a 64-bit system, you must run the Data Link Manager in 32-bit mode. See

“Creating a 32-bit OLE DB UDL” on page 32

.

• When setting permissions for the WebDLL user, read the steps under

“The WebDLL User” on page 15 carefully to

ensure you have enabled access to the locations required in a 64-bit system.

• When your Microsoft Office installation is 64 bit, the Office Integration is not available.

• Although Export to File is supported in a 64-bit environment, in the Infor CRM Windows Client, Export to Excel requires integration with 32-bit Microsoft Office. In a 64 bit environment, it appears as unavailable.

• In the Infor CRM Network Client, Mail Merge requires integration with 32-bit Microsoft Office.

After completing this chapter...

You have completed tasks 1-4 of the “Required Tasks”

checklist. Proceed with Chapter 3, “Installing Infor CRM”

.

Infor CRM Implementation Guide 25

Preparing Your Environment

26 Infor CRM Implementation Guide

Chapter

3

Installing Infor CRM

Before beginning this chapter...

Verify you have installed the prerequisites and created the logging folders as described in Chapter 2, “Preparing Your

Environment” .

If you are installing Infor CRM on Oracle, ensure you have created the Infor CRM database as described in

Appendix A,

“Creating a Database for Oracle”

.

Use the instructions in this chapter to...

Install the Infor CRM administration tools and server components. These components are required for all Infor

CRM installations.

Understanding Infor CRM Databases

Your Infor CRM Implementation provides two databases: blank (for use as your production database), and evaluation

(containing dummy data you can use for demonstrations and evaluations).

Do not use the evaluation database as your production database.

Microsoft SQL Server

Unless you have specified a different default data directory, the databases are installed to the same location as the

Master.mdf (typically in the Microsoft SQL Server Data folder. The Data folder is a sub folder under your SQL instance name folder.) If the Infor CRM installation does not find SQL Server and you opt not to allow the Infor CRM installs to install SQL Express, or a Infor CRM database already exists, the databases are not installed..

• If you are using a Microsoft SQL Server database that was installed prior to installing Infor CRM, ensure that the sysdba user exists and is enabled, otherwise the databases may not install correctly. You can use

SQL SQL Management tools for this.

• Also be sure to add sysdba to 'master' db and run the 'sysdbafix' script before trying to install the databases.

Infor CRM Implementation Guide

27

Installing Infor CRM

SalesLogix.mdf

This is your production database. The user name for this database is admin; the password is

password.

SalesLogix_Eval.mdf

This database contains accounts, contacts, tickets, defects, and so on, for demonstration or testing purposes. You can log on as admin, Lee, Dan, or any other regular user in the database. No password is required.

Creating a database on SQL Server with a name beginning with a number is not supported as a regular identifier, and therefore, not recommended. If you create a Host database using a name that begins with a number, you will receive errors when attempting to create a Remote user or Remote Office database.

The Standard installation installs the Microsoft SQL Server databases if Microsoft SQL Server is detected on the computer on which you are installing the Saleslogix Server.

Oracle

The SLX_Blank.dmp and SLX_Eval.dmp files are used to import data and the database structure to the CRM database.

SLX_Blank.dmp

This DMP file provides data that serves as your production database. The user name for the Infor

CRM database created from the DMP file is admin; the password is password.

SLX_Eval.dmp

This DMP file imports accounts, contacts, tickets, defects, etc., to your evaluation database for demonstration or testing purposes. You can log on to the Infor CRM database created from this DMP file as admin,

Lee, Dan, or any other regular user in the database. No password is required.

If you have an Oracle database, you must create your database manually using the steps outlined in Appendix A,

“Creating a Database for Oracle” .

Installing Infor CRM

Install Infor CRM directly from the Infor CRM media or from a network drive. To install from a network drive, copy the entire contents of the media to a shared network directory. The installation steps outlined in this guide assume the main installation browser is active. If the installation program does not start automatically, locate and double-click

Setup.exe.

The Infor CRM installations create folders and apply permissions necessary for Infor CRM to function. To avoid unexpected results, Infor recommends contacting Technical Support or your Business Partner before changing default settings on these folders.

Running the Administrative Tools and Servers installation

Depending on your implementation, you may need to run the installation on multiple computers. Use the following instructions to install all components necessary for your implementation (for example, Saleslogix Server,

Administrative Workstation, Sync Server, and so on).

If you are installing the CRM database on a separate Database Server instead of the same computer as the

Saleslogix Server, run the Server Installation > Install SQL Databases installation on the Database Server before running any other Infor CRM installation on the Saleslogix Server and other computers.

To install

1. On the Infor CRM Installation screen, click Server Installation.

28 Infor CRM Implementation Guide

Installing Infor CRM

2.

On the Server Installation screen, click Required Administrative Tools and Servers.

If the installation does not detect the necessary prerequisites, (such as SQL Express) you will be prompted to install them. Installing prerequisites may require your computer to restart.

• Click Install to allow Infor CRM to install the required components.

• Click Cancel to stop the installation.

For some prerequisites, you may have the option to bypass their installation but still continue installing

Infor CRM.

3.

On the Welcome screen, click Next.

4.

On the Setup Type screen, select an installation type, and then click Next.

Depending on your configuration, you may need to run the Administrative Tools and Servers installation on multiple computers. If you have not already done so, review the Infor CRM Planning Guide for more information on where to install Infor CRM components.

• Select Complete to install all program features and the Microsoft SQL Server databases.

Selecting this option installs Infor CRM using the Local System Account. To set a different user, particularly if

SpeedSearch indexes include files located on another computer, select the Custom option.

• Select Custom to install only certain components or to change the installation location. Use the Custom

Setup screen to enable or disable items for installation.

• Saleslogix Server - installs the components that primarily handle logging and licensing for Infor CRM.

This is required for all installations.

• Administrator - installs the Windows-based administration tool. This is required for all installations and is the only interface for entering Infor CRM licenses.

• Architect - installs the component used to customize the Infor CRM Client.

• Application Architect - required to configure and customize the Infor CRM Web components and portals.

• Job Server - installs the service used for scheduling tasks for immediate or delayed execution. This service is required by the Web and Mobile clients for features such as rolling over activities, updating support contracts, opportunities, and leads, reporting, and Export to Excel.

• Messaging Event Server - enables communication between Infor CRM service components. This is required for all installations.

• Cache Server - stores Web data which allows the cache to be real-time. This is required for all installations. Install on the machine that will accommodate the Web Host, or on the Application Server. Do not install on the SpeedSearch Server, and be sure to install only once per implementation.

• SpeedSearch Server - installs the SpeedSearch Service.

• Synchronization Server - required if your installation will include remote users or a remote office.

• .NET Extensions - install if your Network Client customizers will want to distribute, license, release and deploy Network Client customizations written in the Microsoft .NET Framework.

• Utilities - multiple applications to aid with customization and database maintenance.

5.

Depending on your installation type, you will be prompted to enter some or all of the following information on the installation screens:

• Use Local System Account - Select this option if the local user account has the correct security permissions to install Infor CRM. If you clear this option, set the information for the SLXService user you created as

described in “Permissions Required for the SLXService User (without Administrator rights)” on page 14

.

If SpeedSearch indexes include files located on another computer, do not use the Local System Account.

SpeedSearch requires a Network user to access information on other computers.

• Domain - Type the network domain where you created the SLXService user.

• User Name - Type the name of the SLXService user (for example, SLXService).

• Password and Confirm - Type the SLXService user’s password.

• Port Change button - Changes the port number used for communication between the Clients and Saleslogix

Server. In most implementations, the default port number does not need to be changed. However, if you have another application or service using port 1706, you should change the port number to an unused port.

• Install Blank and Eval databases if they don’t already exist (SQL Server Only) - This check box appears if you selected the option to install the Saleslogix Server, or the Complete installation. Unless you previously ran the Install SQL Databases installation, select this check box to ensure the databases are created.

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• Password required for external read-only access - If necessary, type a password used to allow thirdparty applications to import Infor CRM data but not allow changes to the Infor CRM database.

• Password required for external read/write access - If necessary, type a password used to allow thirdparty applications to import Infor CRM data and make changes to the Infor CRM database.

For more information on password settings for third-party applications, see the “Understanding Third-

Party Access Scenarios” topic in the Connection Manager Help.

• SQL Server sa password - If you have a password set on the sa account on the Microsoft SQL Server, type the sa password. The installation requires this password to install and attach the Infor CRM databases.

• SQL Server sysdba password - Type your Microsoft SQL Server sysdba password. The installation must validate the password of the sysdba user to create a valid connection string for the Infor CRM database.

If you do not enter the sa and/or sysdba password, the databases are not installed.

6.

On the remaining screens, click Install and Finish to complete the installation.

If your database platform is Microsoft SQL Server and your database is installed on the same machine as the

Saleslogix Server, select the Launch Administrator option and proceed with

Chapter 4, “Configuring the Infor CRM

System”

. Otherwise, do not select this option and continue with the following sections to create database connections.

7.

If necessary, restart your computer.

Creating Database Connections

If you ran the Custom Installation and installed the Saleslogix Server on the Database Server (Microsoft SQL Server only), Infor CRM automatically creates your database connections.

If your installation includes one of the following scenarios, you must create your database connection manually or modify the default connection. Generally you will create a connection to the blank and evaluation databases.

• If your database platform is Microsoft SQL Server 2012 or 2014, you must modify the default database connections.

• If your database platform is Microsoft SQL Server, and you are installing the Saleslogix Server and Infor CRM database on different computers, you must manually create database connections.

• If your database platform is Oracle, you must manually create database connections.

• If you are running Infor CRM on a 64-bit system, you must run the Data Link Manager in 32-bit mode. See

“Creating a 32-bit OLE DB UDL” on page 35 .

To create

1. Open the Connection Manager.

For example, on the Start menu, point to Programs, point to Saleslogix, and then click Connection Manager.

2.

In the Connection Manager, do one of the following:

• Click Add to create a new connection.

• Select an existing connection and click Edit.

3.

In the Connection Name box: a.

In the Name used to refer to this connection box, type a name for the connection.

The connection name can be a maximum of 32 characters and may include spaces. Duplicate names are not permitted.

b.

(Optional) To restrict third-party client access through this connection, set the Read/Write password for this

connection, and if necessary, the Read-Only password for this connection. (Click the Change button next to the appropriate box to set the password.) c.

Click OK.

4.

On the Provider tab in the Data Link Properties dialog box, select the appropriate provider for your database platform, and then click Next.

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Installing Infor CRM

• Microsoft SQL Server 2012: select SQL Native Client 11

• Microsoft SQL Server 2014: select SQL Native Client 11

• Oracle: select Oracle Provider for OLE DB

If the Oracle Provider for OLE DB is not listed on the Provider tab, ensure you have installed the Oracle OLE

DB Provider. See “Windows Authentication Requirements” on page 18 for more information.

5.

On the Connection tab: a.

For Microsoft SQL Server 2012 or 2014: In the Select or enter a server name box, type the name of the

Saleslogix Server.

For Oracle: In the Data Source box, type the Net Service name for your database.

b.

Under Enter information to log onto the server, ensure Use a specific user name and password is selected.

c.

In the User name box, type the user name used to log on to the Database server (for example, sysdba).

d.

In the Password box, type the user password (for example, Ma$t3rk3y).

Passwords are case-sensitive.

e.

Select the Allow saving password check box. You must select this option or the connection fails.

f.

For Microsoft SQL Server: specify the database to connect to:

• For Microsoft SQL Server 2012 or 2014 select the Select a database option, and then select the database from the list. g.

Click Test Connection to verify the connection.

If you cannot connect to the database, verify that the settings are correct (passwords are case-sensitive). Also verify that the database platform service is running on your Database Server.

6.

(Microsoft SQL Server 2012 and 2014) On the All tab: a.

Double-click Persist Security Info.

b.

In the Property Value drop-down list, select True.

c.

Click OK.

d.

Double-click Integrated Security.

e.

Click Reset Value.

Data may exist that does not display in the Value field. This value must be reset to ensure that all data is removed.

f.

Click OK.

7.

(Oracle Only) On the All tab: a.

Double-click Extended Properties.

b.

In the Property Value box, type chunksize=5000.

You must set the Property Value if you plan to create custom views that will be included when you create a remote database. If the value is not set, the SQL View is truncated on the remote database.

c.

Click OK.

8.

Click OK to save the information and close the Data Link Properties dialog box.

9.

Click OK to save the information and close the Saleslogix Connection Manager dialog box.

Creating Client Database Connections for Oracle

After installing a Client application (Administrator, Infor CRM Client, etc.) on Oracle, you must create a Net Service

Name in the Oracle Net Configuration Assistant and a database connection in the Data Link Manager.

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Creating a Net Service Name

You must create the Net Service Name (also called database alias) on the computer on which you installed a Client application. The Data Link Manager uses this alias to connect to the Infor CRM database.

Ensure that the database connection name is the same for every connection you create on all your Infor CRM

Client computers. The names must match exactly for all connections to work.

Refer to the Oracle documentation for instructions to create a database alias.

Creating a Client Database Connection

The Data Link Manager is used to create a connection from the Client computer to the Saleslogix Server. This connection is configured automatically for Microsoft SQL Server installations. However, you must create a connection manually on each computer running Infor CRM on Oracle.

To create

1. Click Start, point to Programs, point to Saleslogix, and then click the application you want to log on to (for example, Administrator).

2.

In the Please log on dialog box, click the ellipsis button in the Log on to box.

3.

In the Data Link Manager, click Add.

4.

On the Provider tab of the Data Link Properties dialog box, select the Saleslogix OLE DB Provider and then click Next.

5.

In the Select or enter the Saleslogix Server box, select the computer on which you installed the Saleslogix

Server.

For Remote users, enter the computer name on which the Remote user’s database is installed.

6.

In the Select database name box, select the name of the connection configured for your database using the

Connection Manager.

See “Creating Database Connections” on page 30

for more information.

7.

In the Infor CRM User Name and Infor CRM Password boxes, type the user name and password used to log on to Infor CRM.

• When logging on to a third-party application using the Saleslogix OLE DB Provider, these fields allow you to log on using Infor CRM security.

• If you are not using a third-party application, the user name and password are used to test the connection.

8.

Select the Allow Saving Password check box. You must select this option or the connection fails.

9.

Click OK.

Creating a 32-bit OLE DB UDL

If you are running Infor CRM on a 64-bit system and you have installed the provider extensions, you must run the Data

Link Manager in 32-bit mode. Use the following steps to configure the Data Link Manager for a 64-bit system.

Both 32-bit and 64-bit machines must run the Data Link Manager and access the Saleslogix OLE DB Provider in 32-bit mode.

To create

1. Using Notepad create a blank UDL file named “test.udl”.

2.

Save the UDL file to your C: drive.

3.

Open the blank UDL file doing one of the following:

• For a 64-bit machine, run the following command: C:\Windows\syswow64\rundll32.exe "C:\Program Files

(x86)\Common Files\System\Ole DB\oledb32.dll",OpenDSLFile C:\test.udl

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• For a 32-bit machine, double-click the file in the file manager and run C:\Windows\system32\rundll32.exe

"C:\Program Files\Common Files\System\OLE DB\oledb32.dll",OpenDSLFile <Infor CRM install folder>\’test’.udl

4.

With the blank UDL open, open the Data Link Manager.

To open the Data Link Manager, open a Infor CRM application and click the ellipsis button in the Log on to box.

5.

In the Data Link Manager, create a new database connection and make sure you select the Saleslogix OLE DB

Provider on the Provider tab.

6.

Save the connection.

7.

Move the UDL file to all computers that require a connection to Infor CRM.

By default, the file should be stored in C:.

Installing Licenses

Before you can install the bundles necessary to configure the database, you must install licenses. The Administrator is used to manage licenses, users, servers, and offices.

Logging On to the Administrator

The following steps are also used when logging on to other Infor CRM Client applications.

To log on

1. Open the Administrator.

For example, on the Start menu, point to Programs, point to Saleslogix, and then click Administrator.

2.

In the Please log on dialog box: a.

In the Username box, type admin.

b.

In the Password box, type the corresponding password for the user name.

The initial admin password for your production (blank) database is password. Passwords are case-sensitive and must be entered in lowercase characters, with no spaces. c.

In the Log on to box, ensure the correct database connection name displays (for example, Infor

CRM_Server).

If necessary, you can add a new connection or change an existing connection using the Connection Manager.

3.

Click OK.

If you cannot connect to the database, ensure that the database path is correct in the Data Link Manager.

Adding Licenses

Licenses determine the servers, offices, and users you can add to Infor CRM. See the Infor CRM Planning Guide for a description of each available license.

You can add licenses by typing the license number, using copy and paste from a text file, or by loading them directly from a file (right-click, and then click Load from file).

• All implementations require an Infor CRM license (Standard, Advanced, or Premier).

• The Web Host requires the Infor CRM Web Server license.

To open the License Wizard from the Systems view

1. On the Navigation Bar, click Systems.

2.

Click the Licenses tab.

3.

Right-click, then click Add License.

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Installing Infor CRM

4.

Follow the instructions in the wizard dialog boxes to enter your licenses.

See the “Using the License Wizard to Add Licenses” topic in the Administrator Help for more information about adding licenses.

You must upgrade the database to version 8.3 before configuring your office information and to creating users.

For information about completing these tasks see

“Understanding the Setup Assistant” on page 40

.

Configuring the Database

The Blank and Eval databases that ship with Infor CRM v8.3 must be configured. This requires the following steps:

• Install the ICRM v8.3.0.sxb bundle.

• If your database is Oracle, run the OracleFixes.sql script

• Restore the ICRM v8.3.0 project backup to the VFS workspace.

• Install the VFS Actions.zip.

• Run the Infor CRM Conversion Utility.

Installing the ICRM v8.3.0.sxb bundle

The Administrator is used to manage users, servers, and offices as well as to install .sxb bundles.

To install

1. Browse the Infor CRM media, expand the Upgrades folder, and copy the ICRM v8.3.0.sxb to a convenient location.

2.

In the Administrator, in the Navigation bar, click Bundles.

3.

In the Bundle Manager toolbar, click Install.

4.

In the Open dialog box, browse to the folder where you copied the ICRM v8.3.0.sxb bundle in step 1, and click

Open.

5.

In the Choose Actions to Install dialog box, select to install all plugins, and then click OK.

6.

Click Yes, (to replace all), to allow the bundle to replace existing database components.

7.

Click Yes to release the bundle plugins.

8.

Release the plugin to Everyone and click OK.

Running the OracleFixes.sql script

If your database is Oracle, instruct your Oracle DBA to run the OracleFixes.sql script. This script alters the

TargetResponse table.

The script can be run as the sys or sysdba user.

To run the script

1. Open Oracle SQL *Plus Worksheet or SQL Developer.

2.

On the File menu, click Open.

3.

Browse to the OracleFixes.sql script.

The script is located in the Oracle folder.

4.

To load the script into the Query section, click Open.

5.

To run the script, click Execute.

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Restoring the ICRM v8.3.0 project backup to the VFS workspace

Infor CRM provides a project backup file that must be installed (“restored”) to update the database to version 8.3. You follow these steps to create your Infor CRM v8.3 database.

To restore

1. Locate the ICRM v8.3.0 Project.Backup.zip file.

Project backups are located in the Upgrades\Project Backups folder.

2.

Copy the zip file to a local folder on the Application Architect computer.

Ensure the folder path is as short as possible. There is a folder path limitation that requires the path where you save or copy bundles that were created in the Application Architect to be 57 characters or less (including the drive name).

3.

Open the Application Architect.

4.

In the Project Workspaces window, select the VFS project workspace.

5.

Right-click the project, and then click Restore Project.

6.

Select the Rebuild Schema from Project check box.

7.

In the Select Project Backup File to Restore From dialog box, browse to the location where you copied the

ICRM v8.3.0 Project.Backup.zip (step 2 above).

8.

Click OK.

Updating the sitekeys table

On your blank database, instruct your database administrator to run the following query to update the sitekeys table.

This is necessary for both Oracle and Microsoft SQL databases to enable the Infor v8.3 Action Items.zip to apply successfully.

To run the script

1. Open Microsoft SQL Management Studio or your preferred tool for running SQL scripts.

2.

Open the SITEKEYS table.

3.

Locate the row containing KEYTYPE=30.

4.

Modify the KEYVALUE column for that column with a value higher than the highest valid in the PICKLIST.ITEMID

For example, if the current value is ‘A000114O, modify it to A001114O.

Installing the Infor v8.3 Action Items VFS.zip

To install the bundle

1. Browse the Infor CRM media, expand the Upgrades folder, expand the Project Backups folder, and then copy the

Infor v8.3 Action Items VFS.zip to a convenient location.

Ensure the folder path is as short as possible. There is a folder path limitation that requires the path where you save or copy bundles that were created in the Application Architect to be 57 characters or less (including the drive name).

2.

Ensure you have Write permissions to the bundle installation folder.

Check permissions on the Security tab on the folder properties.

3.

In the Application Architect, in the Project Explorer, right-click the project, and then click Install Bundle.

4.

Navigate to the folder where you copied the Infor v8.3 Action Items VFS.zip, and then click Open.

5.

On the Select Bundle screen, click Next.

6.

On the Select Items screen, ensure the Portals option is selected.

7.

Click Next, and then click Finish.

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Installing Infor CRM

Replace the Infor CRM Conversion Utility

An updated version of the Infor CRM Conversion Utility is available on the install media. You must copy this version from the media to the location where you installed Infor CRM.

To copy

1. Using Windows Explorer, browse the Infor CRM Media, expand Installs, and then expand the Conversion Utility folder.

2.

Select and copy ConversionUtility.exe,

3.

Paste the ConversionUtility.exe to the location where you installed Infor CRM.

The default is \\Program Files (x86)\Saleslogix.

Running the Infor CRM Conversion Utility

The Infor CRM Conversion utility provides the following important actions:

• The App.config also allows you to modify the Sales Order conversion default mappings. There are four sections:

• "SalesOrderToQuote

• "SalesOrderItemToQuoteItem

• "SalesOrderSubItemToQuoteSubItem

• "SalesOrderAddressToQuoteAddress.

Each has a TargetProperty and SourceProperty attribute, where TargetProperty represents the appropriate Quote property, and SourceProperty represents the appropriate SalesOrder property.

• It sets the Encoding flag in the DB_ObjectDefinition table for all existing records.

• It converts any existing country codes for addresses to ISO codes

• It creates alias records for any non-standard country codes found by converting the address ISO code. The Infor

CRM Web Client contains a feature where you can later map the country codes in the alias file to the ISO codes.

See the Infor CRM Web Client topic called “Converting unmatched country aliases” for more information. This is required for the Mail Merge and Back Office Extension features.

To run

1. On the Administrative Workstation, browse to the ConversionUtility.exe and ConversionUtility.exe.config files.

By default, these are in . . .\Program Files\Saleslogix.

2.

Open the ConversionUtility.exe.config using the text editor of your choice.

3.

Scroll to the <connectionStrings> section and change the Initial Catalog value from SALESLOGIX_EVAL to your

Saleslogix Connection Manager name.

For example:

<connectionStrings>

<clear/>

<add name="Default" connectionString="Provider=SLXOLEDB.1;Persist Security Info=True;Initial

Catalog=MyDatabaseAlias;Data Source=localhost;Extended

Properties=&quot;PORT=1706;LOG=ON;CASEINSENSITIVEFIND=ON;AUTOINCBATCHSIZE=1;SVRCER

T=12345;ACTIVITYSECURITY=OFF;TIMEZONE=NONE&quot;"/> </connectionStrings>

4.

Scroll to the <SalesOrderMappingSection> and make any necessary modifications to the SourceProperty and

TargetProperty.

5.

Save your changes.

6.

Double-click ConversionUtility.exe to open the utility.

7.

In the Infor CRM Conversion Utility interface, select the appropriate check boxes:

•

Convert address ISO code: Select this check box to convert the country code in the address records in your database to ISO standards. This is required for the Mail Merge and Back Office Extension features.

• Convert Sales Order of Type Quote to new Quote Schema: Select this check box to enable the

SalesOrder action to first create a backup of the Sales Order tables where the following conditions are true:

36 Infor CRM Implementation Guide

Installing Infor CRM

• SO.IsQuote = true

• SalesOrder to SalesOrderQuote_Backup

• SalesOrderItems to SalesOrderQuotesItem_Backup

• ErpSalesOrderItemsSubItem to SalesOrderQuoteSubItem_Backup

• SalesOrderAddress to SalesOrderAddress_Backup.

After the backup tables are created the records are copied into the appropriate new Quote tables (Quote,

QuoteItem, QuoteSubItem, and QuoteAddress).

• Delete Sales Orders of type Quote and SalesOrderQuote _Backup on completion: Select this check box to remove all of the SO backup tables as well as all of the SO records and their children records where the condition SO.IsQuote = true and where successfully moved to the appropriate Quote tables.

Selecting this option is strongly recommended to avoid leaving potential duplicate Quote records in the Sales

Order tables.

• Updating Encoding flag in DB_ObjectDefinition table: select this check box to update existing records in the DB_ObjectDefintion table to set required encoding for each script.

Possible values are:

• ANSI

• Unicode

• Both

Selecting this option is required for cutting remotes and syncing changes to existing remotes, and is strongly recommended for all installations.

• Create Alias records for missing countries: select this check box to create an alias file for any nonstandard country codes found by converting the address ISO code. The Infor CRM Web Client contains a feature where you can map the country codes in the alias file to the ISO codes. See the Infor CRM Web Client topic called “Converting unmatched country aliases” for more information. This is required for the Mail Merge and Back Office Extension features.

8.

Click Update.

9.

Sign in using the Infor CRM Admin username and password.

10. Click Close.

The next step...

• For Microsoft SQL Server installations, proceed with

Chapter 4, “Configuring the Infor CRM System”

.

• If your implementation included the Job Service and Infor CRM SData portals, you must install the Web Host, build and deploy the portals and modify the WebDll user permissions. See Chapter 5, “Installing the Web

Components” .

After completing this chapter...

You have completed tasks 6-9 of the “Required Tasks”

checklist.

Proceed with Chapter 4, “Configuring the Infor CRM System” .

Infor CRM Implementation Guide 37

Installing Infor CRM

38 Infor CRM Implementation Guide

Chapter

4

Configuring the Infor CRM System

Before beginning this chapter...

Install Infor CRM as described in

Chapter 3, “Installing Infor CRM”

.

Ensure you have set permissions as described in “Permissions Required for the SLXService User (without Administrator rights)” on page 14

.

Use the instructions in this chapter to...

Configure the Infor CRM system components and set up your main office. These tasks are required for all Infor

CRM installations.

Once you have installed the server components, you must log on to the Administrator and complete the following tasks:

• Add licenses.

• Enter Office information.

• (Oracle Only) Apply the Service Pack bundle.

• (Optional) Configure SpeedSearch.

• Configure Infor CRM options.

• Add Customer Service and/or Support information (if you are using the customer service and/or support features).

Logging On to the Administrator

The Administrator is used to manage users, servers, and offices. The following steps are also used when logging on to other Infor CRM Client applications.

To log on

1. Open the Administrator.

For example, on the Start menu, point to Programs, point to Saleslogix, and then click Administrator.

2.

In the Please log on dialog box: a.

In the Username box, type admin.

b.

In the Password box, type the corresponding password for the user name.

The initial admin password for your production (blank) database is password. Passwords are case-sensitive and must be entered in lowercase characters, with no spaces. c.

In the Log on to box, ensure the correct database connection name displays (for example, Infor

CRM_Server).

If necessary, you can add a new connection or change an existing connection using the Connection Manager.

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39

Configuring the Infor CRM System

3.

Click OK.

If you cannot connect to the database, ensure that the database path is correct in the Data Link Manager.

Understanding the Setup Assistant

The Setup Assistant is used to simplify the installation of licenses, to simplify the configuration of your office information, and to create users based on a Windows user list or pre-configured system templates.

Adding Licenses

You added licenses in

“Installing Licenses” on page 33

. Unless you have new licenses to add, you can click through this step.

Entering Office Information

After adding licenses, use the Setup Assistant to enter your main office information. This information includes your primary address, shipping address, and phone numbers.

To enter

1. In the Setup Assistant, select Step 2 - Enter Office Information, and then click Run Selected Step.

2.

Type your company information such as division name (if applicable), primary and shipping addresses, and telephone numbers. Only the Company Name is a required field.

3.

Click the Sync Options tab.

In the Shared Paths section, make sure the Sales Library and Attachments paths are correctly mapped to the folders you created when configuring logging access. See

“Creating the Logging Folders” on page 23 for details.

If your implementation includes the Web Client, the Attachment path must be set correctly or your

Web Client users will not be able to run reports.

4.

Click OK.

The last step of the Setup Assistant simplifies the process of adding Infor CRM users. The process for adding users is

detailed in Chapter 6, “Configuring Infor CRM Users”

.

Configuring Infor CRM Options

You can configure the appearance of the Administrator and Infor CRM Client, set default password and Remote database options, and configure other custom options. The options required for a successful implementation are detailed in the following sections.

Refer to the “Configuring Infor CRM Options” topic in the Administrator Help for information on other options.

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Configuring the Infor CRM System

Setting Accounting Options

Accounting options contain system-level information that allows Infor CRM to communicate with external accounting applications. This information must be configured before database transfer between Infor CRM and the accounting application can take place.

• See the “Setting Accounting Options” topic in the Administrator Help for details.

• For Infor CRM Back Office Extension, see the Infor CRM Back Office Extension Installation Guide and the Infor CRM Configuration Guide for Infor ION guide available from www.infor.com/Inforxtreme.

Setting Database Options

Database options allow you to configure the default settings used when creating Remote user or Remote Office databases. If you have a Microsoft SQL Server database and your implementation does not include Remotes, you do not need to set database options.

To set

1. On the Administrator Tools menu, click Options, and then click the Database tab.

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Configuring the Infor CRM System

Option

Databases Used

Site Codes begin with these characters

Action

Select your database type(s) for the main office and Remotes. The database type defaults to Microsoft SQL Server. You must set your database type(s) before using DB

Manager.

Type a one- or two-digit prefix for Remote site codes. If you do not use this feature, site codes are randomly generated. Forcing a prefix helps identify the source of a particular file, such as a Remote Office.

Select to enable field selectable Unicode support. Allow Unicode field types

Field selectable-Unicode is limited to specific feature areas. Extending the database for

Unicode requires a strong knowledge of Infor CRM and its database schema. Before implementing this feature, you should carefully review the “Understanding Unicode” topic in the Administrator Help for details.

Type the user name of the Remote database owner. This must be set to sysdba.

Host DB Owner ID

Host DB Owner password

Host DB Admin ID

Server Name

Type the sysdba password used by the host database. This is configured automatically when logging on to Infor CRM.

Type the user name of the database system administrator. This is usually sa, but may be any admin level SQL Server user identity. If the Host database is Oracle, then it must be set to sa.

Host DB Admin password

Type the password corresponding to the Host DB Admin ID user name. For Oracle, leave this field blank.

Sync Global Remote SA

Password for existing databases

Select this option to send a new password to a remote database through synchronization. This check box is only available to users who have logged on as admin. During synchronization, if the password set in the Current Remote SA

Password box matches the password on the Remote Microsoft SQL Express instance, then the password is changed to the password set in the New Remote SA Password box. The new password is sent to remotes during the next synchronization cycle.

Note

If the SQL Express instance was installed from the Infor CRM media, and you correctly set the SAPWD property, the default instance password is

SLXMa$t3r.

Displays the machine name of the server.

This field is Read Only for a SQL Server host, and is blank for an Oracle host. For

Oracle, set this value to a computer where Microsoft SQL Express is running (for example, the administrator's computer).

Type the path to the location where Remote databases will be created.

Create Remote DB in server directory

The location of the folder can be on the Database Server, the Administrative

Workstation’s Microsoft SQL Express instance, or any Microsoft SQL Server where the appropriate permissions have been provided (for the sa or similar user). Use the format drive letter:\shared_folder_path. Do not include the computer name.

• The folder must be shared.

• If you are creating remote databases on the Microsoft SQL Server Host, ensure the permissions for Creator Owner are set to a minimum of Change.

Prepare Remote DB and create it immediately

Creates and runs the DTS file. The DTS file creates the remote database. This is the recommended option.

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Configuring the Infor CRM System

Option Action

Prepare Remote DB and wait for Administrator

Creates and saves the DTS file. This enables you to run the DTS file and create the database at a later time. This setting is not recommended unless you are an experienced Microsoft SQL DBA. This method requires a user interface and scheduler to connect to the database and run the DTS package.

2.

Click OK.

Understanding E-Mail Integration

Infor CRM is integrated with Microsoft Outlook to allow users to share information between the two applications.

Feature and Availability

Standard Outlook Integration

Allows users to:

• Add Infor CRM Contacts to Outlook

• Use the Send to CRM button in Outlook to record information to Infor CRM

Availability

Network only

Network and Web

• Save Outlook attachments to Infor CRM Network and Web

• Record to Infor CRM History from Outlook in one click

Network and Web

Network and Web • Drag and drop from the Outlook Inbox to Infor

CRM History

• Use the Infor CRM Address Book in Outlook Network and Web

• Attach documents from the Infor CRM Library to an Outlook e-mail

Network and Web

• Attach a Infor CRM Contact vCard in Outlook Network only

Advanced Outlook Integration • Use Outlook Attendee availability in Infor CRM

• Schedule meeting requests in Infor CRM and

Outlook (even for non-Infor CRM users)

• Use the Outlook Calendar in Infor CRM

• Flag Outlook e-mail received from Infor CRM

Contacts

Network only. Advanced

Outlook Integration is not available for the Web.

Activating Advanced Outlook Integration

When Advanced Outlook Integration is activated, the following features are enabled. All other Advanced Outlook

Integration features require no activation.

• The Attendee Availability tab appears when a user schedules a meeting or phone call in the Infor CRM Client, which automatically places the request on the users’ Infor CRM and Outlook calendars.

• When a user accepts a meeting invitation in Outlook, the meeting is automatically placed on the user’s Infor CRM and Outlook calendars.

Internet Only Mode is not recommended for Advanced Outlook Integration.

To activate

1. On the Administrator Tools menu, click Options, and then click the Outlook tab.

2.

Select the Activate Advanced Outlook Integration check box.

3.

Select how attachments using Send SLX are saved with a history record.

• Save attachments as individual files - Attachments to e-mail are saved as individual files on the

Attachments tab for the e-mail activity record (in History). If the user answers “Yes” to the prompt which asks

Infor CRM Implementation Guide 43

Configuring the Infor CRM System if the user would like to save attachments to the account or contact that is associated to the e-mail, the individual files are saved as attachments.

• Bundle attachments with e-mail message (MSG format) - The e-mail is attached as an MSG file to the history record. If the user answers “Yes” to the prompt which asks if the user would like to save attachments to the account or contact that is associated to the e-mail, the MSG file is saved as an attachment.

4.

Configure Internet domains that should be excluded from some of the features of Advanced Outlook Integration.

When you add a domain, e-mail messages are not recorded to history for users in that domain and e-mail messages from users in the domain do not contain the “Flag for Follow up.” a.

Click Add.

b.

In the New Domain Entry dialog box, type the domain name.

Use the format company.com or [email protected]. Domain exclusion settings are case-sensitive.

c.

Click OK.

After you add a domain exclusion, you can deactivate, edit, or delete it by selecting the domain and clearing the check box or clicking the appropriate button.

Additional configuration is required for Standard Outlook Integration. Configuration steps are detailed in Chapter 7,

“Installing Network Clients”

, and

Chapter 8, “Configuring the Web Client”

.

Adding Address Lists to the Outlook Addressing Tab

Adding Infor CRM Address Lists to the Outlook Addressing tab allows users to perform contact name resolution.

Contact name resolution occurs when a user types a contact name in the To, Cc, or Bcc fields in an e-mail message.

Outlook then reconciles the contact name with the information in the Infor CRM Address List. In addition to contact names, you can add Account and/or Opportunity Address Lists to reconcile Infor CRM account, opportunity, ad-hoc groups, and user names.

This section applies to Standard Outlook Integration in a Network environment. The following steps are not required if you are implementing Advanced Outlook Integration or Standard Outlook Integration on the Web.

To add

1. In Microsoft Outlook, on the Tools menu, click Address Book.

The Address Book dialog box appears.

2.

On the Tools menu, click Options.

3.

In the Addressing dialog box, click Add.

4.

In the Add Address List dialog box, scroll to the Infor CRM Address Book listing, and select an address list (for example, Contacts).

5.

Click Add.

6.

Continue adding the appropriate Infor CRM address lists, and when finished, click Close.

7.

In the Addressing dialog box, click OK.

8.

Close the Address Book dialog box.

Adding Customer Service and Support Information

If you are using customer service and/or support features, you must complete the Service/Support tab on the Office

Information dialog box. Use this tab to set the hours of operation for your business and to determine how tickets are assigned.

To add using the Administrator

1. On the Administrator Navigation Bar, click Systems.

2.

Click the Offices tab, double-click your main office in the grid, and then click the Service/Support tab.

3.

In the Open and Close boxes, select the time your normal business hours start and end.

The Hours of Operation area defines the time used for certain reports and follow-up activities.

4.

In the Time units in minutes box, type the smallest billable time unit to use for tracking the time spent on a ticket.

44 Infor CRM Implementation Guide

Configuring the Infor CRM System

5.

If your company includes the weekend as part of the regular work week, select the Work weekends check box.

6.

In the Ticket Assignment Options area, select one of the following:

• Unassigned - Tickets are left unassigned until a user views the call and assigns it.

• Logged-in user - Tickets are assigned to the user that saves the ticket.

• Auto-assignment - Tickets are assigned to the user or team associated with an Area. If an Area has no associated user or team, the ticket is left unassigned. Area values are configured in

“Creating Area, Category, and Issue Lists” on page 66 .

7.

Select the Default user or team assigned to account overrides Ticket Assignment Options check box if you want the Default User/Team selected on the Infor CRM Client > Account > Notifications tab to override the Ticket

Assignment Option.

For example, if you set the Ticket Assignment Option to Logged-in user, and select this check box, any tickets created for an account that has a Default User/Team set in the Infor CRM Client will be assigned to the defined user/team. Any accounts that do not have a Default User/Team set, will be assigned to the logged-in user. If this check box is cleared, new tickets for an account are assigned to the logged-in user even if the account has a user/team selected as the default for new tickets.

8.

Under SpeedSearch, choose whether or not to use an approval process to determine which new tickets and defects are added to SpeedSearch.

Refer to the “Understanding the SpeedSearch Approval Process” topic in the Administrator Help for more information.

9.

Click OK.

To add using the Web Admin

1. On the Web Client Navigation Bar, click Administration and then click Office Profiles.

2.

Click the Office Profiles tab, double-click your main office in the grid.

3.

Set your office hours: a.

Click the Office Hours tab.

b.

In the Open and Close boxes, select the time your normal business hours start and end.

The Hours of Operation area defines the time used for certain reports and follow-up activities. c.

In the Time units in minutes box, type the smallest billable time unit to use for tracking the time spent on a ticket.

d.

If your company includes the weekend as part of the regular work week, select the Work weekends check box.

4.

Set your Service and Support options a.

Click the Service/Support tab.

b.

In the Ticket Assignment Options area, select one of the following:

• Unassigned - Tickets are left unassigned until a user views the call and assigns it.

• Logged-in user - Tickets are assigned to the user that saves the ticket.

• Auto-assignment - Tickets are assigned to the user or team associated with an Area. If an Area has no associated user or team, the ticket is left unassigned. Area values are configured in

“Creating Area,

Category, and Issue Lists” on page 66 .

5.

Under SpeedSearch, choose whether or not to use an approval process to determine which new tickets and defects are added to SpeedSearch.

Refer to the “Understanding the SpeedSearch Approval Process” topic in the Administrator Help for more information.

6.

Click Save.

To set the Default User/Team to override the Ticket Assignment Option, you must do so in the Administrator as described in

“To add using the Administrator”

in step 7.

Infor CRM Implementation Guide 45

Configuring the Infor CRM System

Understanding SpeedSearch

SpeedSearch allows users and external customers to search for information stored in the Infor CRM database, such as tickets, standard problems, procedures, attachments, Library documents, and external documents on your network. An index is a collection of files or records that a user can search against.

The Advanced SpeedSearch license is required to search the History and Activity indexes.

Typical implementations include only one SpeedSearch Service. However, if your implementation includes multiple

Saleslogix Servers and databases, you should install additional instances of the SpeedSearch Service on separate machines. Then, you must use a configuration utility to match each SpeedSearch Service with the appropriate

Saleslogix Server and database connections.

If you have more than one SpeedSearch Server or for more SpeedSearch information, see the following topics in the Administrator Help.

• To configure SpeedSearch for multiple databases, see "Updating the SpeedSearch Service

Configuration".

• For a description of the default indexes, see “Standard SpeedSearch Indexes”.

• For detailed steps on creating new file system and database indexes, see “Managing SpeedSearch

Indexes”.

• To change the default index schedules or create new schedules, see “Managing SpeedSearch

Schedules”.

• To understand how SpeedSearch information synchronizes with Remotes, see “Understanding

SpeedSearch and Remotes”.

Maintaining Database Security

After installing and configuring Administrator, you should change passwords to maintain maximum security. For security reasons:

• Change the administrator user password when you configure your users. See the “Changing a User’s Password” topic in Administrator Help for more information.

• Change your database password using SQL Server Management Studio or DBA Studio.

After changing the sysdba password in SQL Server Management Studio or DBA Studio, you must change the password in the Connection Manager on the Saleslogix Server. See the Connection Manager Help for detailed instructions.

After completing this chapter...

You have completed tasks 11-15 in the “Required Tasks” checklist. If your implementation includes the Web

components or the Job Server, proceed with

Chapter 5, “Installing the Web Components”

.

If your implementation is Windows only but your users will require access to the Infor CRM Address Book, insert

VCard, insert ContactCard, and insert Library doc in Microsoft Outlook, you must install the Web Host and build and deploy portals. Proceed with

Chapter 5, “Installing the Web Components” .

Otherwise, proceed with Chapter 6, “Configuring Infor CRM Users”

.

46 Infor CRM Implementation Guide

Chapter

5

Installing the Web Components

Before beginning this chapter...

Ensure the Admin Tools and Servers network components are installed, configured, and working correctly as detailed in Part I of this guide.

If your installation includes the Oracle database or Infor CRM Back Office Extension features, you must install an additional bundle available through a KB article. To access this bundle, sign into Infor Xtreme at www.inforxtreme.com, and locate KB 1702240.

Use the instructions in this chapter to...

Install server components and deploy your Web site. These tasks are required for all Infor CRM Web installations, including Remote Offices and Offline Client Users.

The Infor CRM Web components provide the infrastructure supporting the portals needed for the following functionality:

• Infor CRM Web Client

• Infor CRM Xbar for Microsoft Outlook (includes Outlook Sync)

• Web Client reporting

• Job Service

• SData

• Infor CRM Mobile

The Infor CRM Web components are:

• Web Host: required for users to access Infor CRM functionality via the Web

• Cache Server: stores Web data which allows the cache to be real-time. Installation for this piece is located in the

Admin Tools and Servers install. You can install it on the machine that will accommodate the Web Host, or on the

Application Server. and it can be installed before the Web Host is installed. Do no install on the SpeedSearch

Server, and be sure to install only once per implementation.

Configuring the Web Host

The Web Host enables users to access Infor CRM functionality via the Web. Larger implementations require additional

Web Hosts and/or virtual servers. (For more information, see

“Scaling the Web Implementation” on page 127 .)

This installation:

• Installs the Web components and Web content files.

• Automatically creates a Web site if you select the Create Web Site check box during the installation.

Infor CRM Implementation Guide

47

Installing the Web Components

To install

1. You must log on as the local administrator to install the Web components on each machine.

2.

On the Infor CRM Installation screen, click Server Installation.

3.

On the Server Installation screen, click Web Host on IIS.

If the installation does not detect the necessary prerequisites, you will be prompted to install them. Click

Install to allow Infor CRM to install the required components or Cancel to stop the installation.

4.

On the Welcome and License Agreement screens, read the information, accept the agreement, and then click

Next.

5.

On the Setup Type screen, select an installation type, and then click Next.

• Select Complete to install the Web Host.

• Select Custom to install only the Web Host. Use the Custom Setup screen to change the installation location.

The Cache Server is part of the Admin Tools and Servers installation, but is usually installed on the Web

Host. If you install the Cache Server on a server other than the Web Host, you must manually configure the web.config file to access the Cache Server computer. See the “Configuring the Cache Server” topic in the

Application Architect help for details.

6.

Depending on your installation type, you will be prompted to enter some or all of the following information on the installation screens:

• Use an existing web site - If you want the installation to use an existing Web site, click this button and select the Web site name.

• Create Web Site – Select this check box if you want the installation to automatically create a Web Site.

Selecting this check box creates a Web site you can use to deploy the Web portals.

If you prefer to perform Web site configuration manually, clear the Create Web Site check box and follow the instructions in

Appendix E, “Advanced Web Host Configuration” .

• Enter a Web site name – Type the name of the Web site that will appear in IIS. The default name is Infor

CRM.

• Port – Enter the port number that the Infor CRM Web site will use. Note the port number for future reference.

You must use port number 1025 or greater. The default is 3333.

•

Domain – Enter the network domain where you created the WebDLL user as described in “The WebDLL User” on page 15

.

• User Account – Enter the name of the WebDLL user. The default value is WebDLL. If you used a different name, type it exactly as you did when you created it.

• Password and Confirm Password – Type the WebDLL user’s password.

• Configure Infor CRM Database - Clear this check box if you do not want to connect to the Infor CRM database, but still want to create a Web site. When you clear this check box, the other options on this screen are disabled.

• Saleslogix Server – Select or type the name of the computer on which you installed the Saleslogix Server.

• Saleslogix Database Alias – Select or enter the name of the connection to the Infor CRM database.

• Search for servers on port - Enter a port. By default, this is set to port number 1706.

• User Name – Enter a Saleslogix Server user name (such as Admin).

• Password – Enter the Saleslogix Server password for the Infor CRM user.

7.

On the remaining screens, click Install and Finish to complete the installation.

Enabling the Windows Remote Clients Portal to Display

Infor CRM v8.3 adds a new portal to support SData for LAN Remotes users and LAN Remote Offices. If your implementation includes LAN Remote Users or Remote Offices, to enable this portal to display after the upgrade, you must now delete the PortalDeployments.xml.

48 Infor CRM Implementation Guide

Installing the Web Components

To delete the xml file

1. Sign in to Application Architect.

2.

In the Menu bar expand View, and then click Virtual File System Explorer.

3.

In the Virtual File System Explorer, expand Configuration, and then expand Global.

4.

Right-click PortalDeployments.xml and then click Delete Selected.

5.

Close and then re-open the Application Architect.

6.

In the Menu bar expand View, and then click Deployment Explorer.

7.

Expand Deployments.

Remote Sales Client and Windows Remote Client should both be visible options under Deployments.

Hosting the Web Client and Customer Portal help files locally

The Web Client and Customer Portal user help files are hosted by Infor at an external location and are available to users over the internet. If you prefer to build and deploy these files internally as part of the Web Client and Customer

Portal portals, you can do so. For instructions on how to perform this task, see the Application Architect help file topic called Upgrading Customized Help.

If your installation will include Offline Web Client users, they will be unable to access help while they are not connected to the internet unless you build and deploy help files internally.

Applying the ICBOE for Mobile Bundle

If your installation will include enabling both the Infor CRM Back Office Extension integration with a supported ERP system and the Mobile Client, install the ICBOE for Mobile Bundle.

For more information about enabling Infor CRM Back Office Extension features, see Appendix F: Back Office

Integration.

To install the ICBOE for Mobile Bundle

1. Open the Application Architect.

2.

In the Project Explorer, right-click the project, and then click Install Bundle.

3.

Browse to the location where you saved the ICRM BOE Mobile v2.0.zip and open the Bundle folder.

4.

Select ICRM BOE Mobile v2.0.zip and then click Open.

5.

On the Select Bundle screen, click Next.

6.

On the Select Items screen, ensure the Portals option is selected.

7.

Click Next, then click Finish.

Activate the ICBOE for Mobile custom module

Infor CRM Back Office Extension (ICBOE) for Mobile adds functionality as a custom module. If your Mobile deployment will include ICBOE, you must activate that module to enable ICBOE features to be included as part of the

Mobile portal build process.

For more information about enabling Infor CRM Back Office Extension features, see Appendix F: Back Office

Integration.

To activate the custom module

1. In the Application Architect, open the Project Explorer.

2.

Expand the VFS node.

3.

Expand the Portal Manager.

4.

Double-click the Saleslogix Mobile Client portal.

Infor CRM Implementation Guide 49

Installing the Web Components

5.

In the Mobile Portal Information, on the Custom Modules tab, select the ICBOE for Mobile check box..

If the Custom Modules tab is blank, ensure that the ICBOE for Mobile bundle had been installed.

Enabling Multi-currency on the Mobile Client

If your implementation includes Multi-currency, and you have users on the Mobile Client, you must complete the steps in this section.

To enable multi-currency on the Mobile Client

1. In the Application Architect, open the Project Explorer.

2.

Expand the VFS node.

3.

Expand the Portal Manager.

4.

Expand the Saleslogix Mobile Portal, SourceFiles, Products, argos-Saleslogix, configuration.

5.

Double-click production,js.

6.

Scroll the bottom of the file and locate ‘multiCurrency’.

7.

Change the setting from ‘false’ to ‘true’.

8.

In the Application Architect toolbar, click Save All.

If you already deployed the Saleslogix Mobile Client Portal before modifying the production.js, you must reset

IIS and re-deploy the Saleslogix Mobile Client Portal

Enable Offline Support in the Mobile Client

Offline support allows read-only access to select records and entities when a user's device is offline or loses connectivity.

Offline support is disabled by default. To enable offline support, you must edit the products/argossaleslogix/ configuration/production.js file before deploying the portal.

To edit the .js file

1. Open the Application Architect.

2.

Open the Project Explorer and expand the VFS folder.

3.

Expand the Portal Manager.

4.

Expand the Saleslogix Mobile Portal, SourceFiles, Products, argos-Saleslogix, configuration.

5.

Double-click production.js.

6.

Scroll to the bottom of the file and locate "enableOfflineSupport".

7.

Change the setting from ‘false’ to ‘true’.

8.

In the Application Architect toolbar, click Save All.

Download and install KB 1702240

If your implementation includes the Back Office Extension feature or uses the Oracle database, you must now install the bundle available through KB 1702240. If you have not already done so, access the bundle and follow the instructions in the KB.

To download the KB

1. Sign in to the InforXtreme Portal web site: www.infor.com/inforxtreme.

50 Infor CRM Implementation Guide

Installing the Web Components

Building a Web Platform

You must build the Web platform before you configure or deploy Web application files.

To build

1. Open the Application Architect.

2.

On the View menu, click Project Workspace Manager.

The Project Workspaces window opens and the default Infor CRM Web project workspace appears (VFS on

server:saleslogixdb).

The server is the name of your Web server, and the Infor CRM DB is the name of your Infor CRM database.

3.

Double-click the default project workspace.

The Project Explorer window opens and the project you selected appears in a tree view.

4.

Click the project, and then on the Build menu, click Build Web Platform.

Failure to build the Web platform before deploying will result in errors.

5.

If necessary, on the View menu, click Output Window to view the build status.

Deploying Infor CRM Client Portals

The Application Architect Deployment Explorer allows you to create deployments that consist of Targets (destinations) and Portals (configurations). A deployment is used to configure a portal, or Web application, for deployment to a specific target or destination.

Typically, Web portals are deployed to localhost on IIS. However, you have the option of deploying the Web portals to a Web site you create during Web Host installation or to a Web site you create using IIS.

To deploy

1. On the Application Architect View menu, click Deployment Explorer.

2.

Expand Deployments, and then double-click the appropriate deployment name. The following default portal groups are available:

• Core Portals - contains the SlxClient, ProcessHost, SData, and SlxJobService portals. The ProcessHost and

SlxClient portals are dependent on each other; although the Process Host is not necessary for the Web Client to function. The SlxJobService portal requires the SData portal.

• Customer Portal - contains the Customer Portal portal.

• Mobile Client portal(s) - contains the Mobile Client portal. If this portal is not visible, select Core Portals, right-click IIS, select the Mobile Client portal and then click OK.

Be sure to deploy both the Mobile portal and the ICBOE for Mobile portal if your installation includes ICBOE for Mobile.

• Remote Sales Client - contains the SlxClient portal and the SData portal. You must deploy this portal if your implementation will include Remote Clients or Remote Offices.

3.

In the Name box, type a name for the deployment.

4.

In the Description box, type a description for this deployment.

5.

(Optional) Select the Use this deployment for debugging option to set this deployment as your default deployment.

This option allows you to use the Run button on the toolbar to perform a one-click deployment of all portals you designate in a default deployment.

6.

In the Deployment Targets tree view, click IIS.

The IIS Target Settings appear.

a.

In the Server box, type the name of your Web Host server.

By default, this is localhost; however, you can deploy to any Web Host server.

Infor CRM Implementation Guide 51

Installing the Web Components b.

In the Base Directory box, type the location where the files generated for the Web server will be saved.

The default is ...\inetpub\wwwroot. If necessary, click the ellipsis button to browse for and select a different directory path.

The Job Server default Base Directory is %ALLUSERSPROFILE%\Sage\ Scheduling\Tenants. If you change this default, you must change the tenantRoot key value in the SLXJobServer.exe.config file.

Refer to An Introduction to Job Server in Infor CRM.pdf for details.

c.

In the Port box, type the port number for your Web Host server. It must match the port for the Web site. For example, if you used the default port 3333 during Web Host installation, the port is 3333.

d.

In the App Pool box, type the name of the application pool for your Web site.

This name corresponds to the associated application pool for your Web site. For example, if you used the default Infor CRM Web site, the App Pool is Saleslogix. For the Process Host portal, you can use the same IIS application pool used by the Infor CRM Client portal.

e.

Ensure the Deploy Target check box is selected. This indicates the target is active and should be deployed.

f.

(Process Host and SData only) Ensure the Restore Virtual Directory Settings on Update option is cleared.

7.

Click the SlxClient tab: a.

In the Virtual Directory box, type the alias name for the virtual directory. The default Virtual Directory is the portal name. For example, SlxClient, SLXCustomerPortal, and so on.

If you are configuring the SData portal, do not change the virtual directory value.

b.

In the Sub Directory box, type the folder name where all portal files will be copied under the target’s base directory.

c.

Select the Deploy Portal option.

This indicates the portal is active and should be deployed.

When the Inherit from Target check box is selected, the deployment uses the port and application pool settings of the current target to deploy the portal (these settings are specified under IIS Target

Settings). If necessary, clear this check box and set a different Port and App Pool for the portal.

8.

When deploying the Core Portals, repeat step 7 for the ProcessHost and SData portal tabs.

9.

In the Deployment Targets tree view, click SlxJobService (File System).

a.

In the Base Directory box, type the location where the files generated for the Job Service will be saved.

b.

The default is ...%ALLUSERSPROFILE%\Sage\Scheduling\Tenants. If necessary, click the ellipsis button to browse for and select a different directory path.

10. On the SlxJobService tab: a.

In the Sub Directory box, type the folder name where all portal files will be copied under the target’s base directory.

b.

Select the Deploy Portal option.

This indicates the portal is active and should be deployed.

11. Click Save.

12. Click Deploy All.

When the Output Window indicates the deployment is finished, define the default document for the Web site.

For more Process Orchestration information, refer to the “Implementing Process Orchestration” topic in the

Application Architect help.

52 Infor CRM Implementation Guide

Installing the Web Components

Re-applying 8.2 Images

Installing a non-core bundle created on a version of Infor CRM (Saleslogix) prior to version 8.2 will over-write the new icons delivered in version 8.2. Examples of these kinds of bundles include a custom bundle from your Business

Partner, or an Infor CRM Add-On component such as Infor CRM Advanced Analytics. If this occurs, you can re-apply the new icons by applying the bundle named 8.2 Images VFS.zip located in the Bundles folder on the Infor CRM

Media. For more information about applying VFS bundles, see step 63 in the guide called Upgrading to Infor CRM

v8.2.PDF located in the Documentation folder on the Infor CRM Media.

Configuring Password Self-Service

Password self-service is available for the Infor CRM Client and for the Customer Portal. This feature allows users to reset their own passwords and request their usernames.

The default setting at installation is off. To enable Password self-service you must edit the appSettings.config file.

When editing the appSettings.config file, be sure to do so in the VFS. If you edit it in the file system, your changes may be overwritten if the appSetting.config file is redeployed.

To enable password self-service

1. Open the Application Architect and expand the Project Explorer.

2.

Expand Portal Manager>SlxClient>Support Files, and then double-click appSettings.config.

3.

Scroll through the file to locate “Defines the settings for sending email”.

4.

Edit using the instructions in the appSettings.config file for guidance.

5.

Save your edits,

6.

Deploy the SlxClient portal.

7.

If necessary, repeat these steps to turn Password Self-service on for the Customer Portal.

Note

To use such email services as Gmail and Hotmail, the enableSSL setting must be set to True both in the appconfig settings and also on the mail service being used.

Mapping non-standard country codes to an ISO code

Infor CRM version 8.3 adds support for two digit ISO country codes. Previously, users were not constrained to select one supported code for country codes on addresses. They could also add an alternative code of their choice.

Consequently, a variety of country codes within the Infor CRM database records are possible. For example: USA and

US.

Running the Conversion utility ( page 36

) captures all non-conforming country codes in an Alias table, from which you must map them to the appropriate ISO code. This is important to support Mail Merge and for Back Office Extension

Business Object Documents (BODs) to function correctly.

To map the country code aliases to ISO codes

1. Sign in to the Infor CRM Web Client as the administrator.

2.

In the Nav bar, click ADMINISTRATION.

3.

Select Countries.

4.

In the Country Tasks pane, click Match Orphan County Aliases.

5.

For each record in the list, click the drop-down arrow and select an alias from the list.

6.

Click OK.

The Alias is added to the Aliases tab on the country’s detail view.

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Installing the Web Components

Configuring the WebDLL User for Windows Authentication

You must configure the WebDLL user for Windows Authentication to allow the Infor CRM Web Client to open a connection to the CRM database. This task must be completed even in installations that do not include Windows

Authentication for Infor CRM Network and Web Client users.

To configure

1. Open the Administrator.

2.

On the Navigation Bar, click Users.

3.

In the Users view, double-click the Admin user name, and then click the General tab.

4.

Select the Use Windows Authentication check box.

5.

In the Windows ID box, click the Find button.

The Please select a Windows user to match the Infor CRM user dialog box appears.

6.

In the Add Name box, type your server name and WebDLL user name, and then click OK.

For example, servername\WebDLL.

7.

In the Import user data box, click No, and then click OK.

8.

Set permissions to allow the WebDLL user to alter the DNS on the domain.

To configure Windows Authentication for Web Client users, setspn commands must be executed by a user that has rights to modify the active directory. This permission can be removed from the WebDLL user after running the setspn commands.

If you have a DNS admin user with proper permissions, you can omit this step.

Modifying the Log On User for Job Service

The Job Service must be able to log on as an Infor CRM user, and that user must have access to Infor CRM

Application Entities (such as Leads and Opportunities) and Activities. By default, the user assigned to the Job Service is the Local System Account user. After installation, you must set the Job Service to log on as the WebDLL user after making sure the WebDLL user is mapped to the Infor CRM Admin user. If your implementation includes Remote

Office(s), ensure there is a trust relationship between the domain at the Main office and the domain at the Remote office.

If you are using the WebDLL user and have already completed “Configuring Password Self-Service” on page 53

,

begin at step 8.

To configure

1. Open the Administrator.

2.

On the Navigation Bar, click Users.

3.

In the Users view, double-click the Admin user name, and then click the General tab.

4.

In the Windows ID box, click the Find button.

The Please select a Windows user to match the Infor CRM user dialog box appears.

5.

In the Add Name box, type your server name and user name, and then click OK.

For example, servername\WebDLL.

6.

In the Import user data box, click No, and then click OK.

7.

Set permissions to allow the WebDLL user to alter the DNS on the domain.

8.

Open Windows Services and right-click the Job Service.

9.

Click Properties.

10. In the Job Service properties dialog box, click the Log On tab, and select the This account option button.

11. Click Browse.

12. Specify the Location.

For example, the domain where you created the WebDLL user.

54 Infor CRM Implementation Guide

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13. Type the name of the domain user credentials specified in step 5.

In this example, the WebDLL user.

14. Restart the Job Service and verify that it started successfully.

Configuring the SData Portal

The SData portal provides RESTful data access to the Saleslogix database through SData feeds. It also provides a communication front-end to the synchronization service used to integrate with accounting systems and to the Job

Server. The SData portal is also required for Infor CRM Xbar for Microsoft Outlook functionality, Windows

Authentication, and Infor CRM Mobile.

•

“Windows 2012 and 2014” on page 55

Windows 2012 and 2014

No manual configuration steps are required. Integrated app pools (used in Infor CRM version 8 and later) do not require manual handler mapping setup. Any other settings are performed by the deployment.

If you are using Windows Authentication, see the topic "Enabling Windows Authentication Access for Web Client

Users" in the Administrator Help for additional configuration steps.

Configuring for Performance

This section contains recommendations for optimizing your Web site performance.

Configuring IIS Settings for Performance

In order to cache, and therefore improve performance, use the following IIS settings for the css, images, and libraries subdirectories in each Infor CRM Client portal that you deploy.

To configure for IIS7.x

1. In IIS Manager, expand Web Sites, and then expand the Web site containing the SlxClient portal you want to configure for performance.

2.

Expand SlxClient and click the css subdirectory folder.

3.

In the IIS section, open the HTTP Response Headers item.

4.

In the Actions panel, select the Set Common Headers... link.

5.

Select the Expire Web Content check box.

6.

Select Expire after and set the expiration for 365 days.

Sending a query more frequently will impact performance. If you often customize files in the css, images, and libraries directories, you can either set a shorter expiration period or else users may need to clear the browser cache to get changes.

7.

When you are finished, click OK.

8.

Repeat steps 2-6 for the images, jscript, and libraries subdirectories, and then click OK.

Enabling HTTP Compression

If your Web site(s) use large amounts of bandwidth, or if you would like to more effectively use bandwidth, you may want to consider enabling HTTP compression. HTTP compression provides faster transmission time between compression-enabled browsers and IIS. Compression has no one-size-fits-all solution that enables all users to achieve the same results in different environments. However, there are some guidelines that may increase performance in terms of lighter network bandwidth at the expense of CPU and memory used by the IIS server.

Infor CRM Implementation Guide 55

Installing the Web Components

You must be a member of the Administrators group on the local computer to enable compression.

IIS 7 with IIS 6 Compatibility

Use the following steps to enable HTTP compression on IIS 7 with IIS 6 compatibility.

By default, only static compression is enabled in IIS 7. Enabling dynamic compression will provide significantly smaller files over the network. In addition, there are a number of configuration elements that may be modified to provide more benefits. You may need to try different settings to achieve optimum results.

The following information can be used as a guide to implement compression in your Infor CRM implementation. To help evaluate and test your specific compression settings, you may want to use a third-party HTTP compression debugging tool.

To enable

1. Open IIS Manager, and select your Infor CRM Web site.

2.

Under IIS, double-click Compression.

3.

Select the Enable dynamic content compression check box.

If necessary, enable the dynamic content compression module in Server Manager (Roles) to enable the check box.

4.

In the Actions pane, click Apply.

5.

If necessary, modify the ApplicationHost.config file using the following example. This file is stored in

%SystemRoot%\System32\inetsrv\config\ApplicationHost.config.

In IIS 7 the configuration file replaces the Metabase Explorer compression values used in IIS 6. For more information, see the Microsoft IIS Web site at http://www.iis.net/ConfigReference.

• Example Configuration Settings:

<httpCompression directory="%SystemDrive%\inetpub\temp\IIS Temporary Compressed Files" maxDiskSpaceUsage="500" noCompressionForHttp10="false" noCompressionForProxies="false"

>

<scheme name="gzip" dll="%Windir%\system32\inetsrv\gzip.dll" dynamicCompressionLevel="10" staticCompressionLevel="10"/>

<scheme name="deflate" dll="%Windir%\system32\inetsrv\gzip.dll" dynamicCompressionLevel="10" staticCompressionLevel="10" />

<staticTypes>

<add mimeType="text/*" enabled="true" />

<add mimeType="message/*" enabled="true" />

<add mimeType="application/*" enabled="true" />

<add mimeType="*/*" enabled="false" />

</staticTypes>

<dynamicTypes>

<add mimeType="text/*" enabled="true" />

<add mimeType="message/*" enabled="true" />

<add mimeType="application/*" enabled="true" />

<add mimeType="*/*" enabled="false" />

</dynamicTypes>

</httpCompression>

Configuring ASP.NET

Microsoft .NET Framework with ASP.NET enabled is required on the Web server and the required version is installed as a prerequisite to your Infor CRM installation. The Application Architect automatically configures the necessary portal settings, so no manual configuration steps are necessary.

56 Infor CRM Implementation Guide

Installing the Web Components

Configuring Application Pool Permissions

You must configure the Application Pool Permissions for your Web Site. The default Web site is Infor CRM, unless you change it during the Web Host installation.

The recommended Identity for the Application Pool is configured for the WebDLL user. The WebDLL user is typically associated to the Infor CRM admin user to run the process orchestration and SData service portals. This association is set up in the Administrator.

To configure on Microsoft Windows 2008R2 Server and 2012 Server

1. Open Internet Information Services (IIS) Manager.

2.

Expand the local computer, and then click Application Pools.

3.

Right-click Infor CRM (or the name of your Infor CRM Web site), and then click Advanced Settings.

4.

Under Process Model, select Identity, and then click the ellipsis button.

The Application Pool Identity dialog box opens.

5.

Select Custom account, and then click Set.

The Set Credentials dialog box opens.

6.

In the User name box, type the Domain\WebDLL user name.

Ensure you include Domain\ in the user name.

7.

In the Password and Confirm password boxes, type the WebDLL user’s password.

8.

Click OK, and then click OK again.

Defining the Default Document

Default documents can be a directory’s home page or an index page containing a site document directory listing. You must be a member of the Administrators group on the local computer to define a default document.

To define

1. In IIS, expand the Web Sites directory, and then expand the Web site where you deployed the Web Client portal.

2.

Right-click the appropriate virtual directory, and then click Properties.

For example, the virtual directory for the Web Client is SlxClient.

3.

Click the Documents tab.

4.

Ensure the Enable default content page check box is selected.

5.

Click Add to add a new document to the list.

The Add Content Document dialog box appears.

6.

In the Default Content page: box, type the page name, and then click OK.

For example, the default content page for the Web Client is Default.aspx.

7.

Click Move Up to move the document to the top of the list.

8.

Click Apply, and then click OK.

Deploying internal help file portals (Optional)

The Web Client and Customer Portal help files are hosted by Infor at an external location and accessed by your users over the internet. If you prefer, you can build and deploy internal help file portals and set the Web Client and Customer

Portals to call those files instead of the hosted version. You may want to consider this in the following scenarios:

• If you plan to customize your Web Client online help.

• If your implementation includes Offline Web Clients, as they will be unable to access the hosted help without an internet connection.

• If your users have access to an intranet but not open access to the internet.

Infor CRM Implementation Guide 57

Installing the Web Components

To implement on-prem help

1. Apply the ICRM_WebHelp_Files.zip VFS bundle.

2.

Deploy the portal

3.

Set the Help URL.

a.

Sign in to the Web Client as a user with administrative permissions.

b.

On the Office Profile Detail view Help tab, in the Help Domain URL box, type the location of the help files.

For detailed steps see the Web Client Help file "Office Profile Help Tab".

4.

Click Save.

After completing this chapter...

You have completed tasks 1-11 in the “Web Tasks”

checklist. Proceed with

Chapter 6, “Configuring Infor CRM Users”

.

58 Infor CRM Implementation Guide

Chapter

6

Configuring Infor CRM Users

Before beginning this chapter...

Add licenses and configure the system as described in Chapter 4, “Configuring the Infor CRM System” .

Use the instructions in this chapter to...

Create and configure Infor CRM users. These tasks are required for all Infor CRM installations.

When creating Infor CRM users, you must add new users and modify the user profile.

Planning for Infor CRM Users

Before adding new users, you can create departments, administrative roles, and security profiles that can be assigned to individual users. Administrative roles and security profiles help define what information is available to the user and what tasks they can perform.

For detailed steps to create departments, administrative roles, and security profiles, see the following topics in the Administrator help.

• Managing Administrative Roles

• Creating a Department

• Security Profile Manager

The Web Client also contains administrative features that allow users with the appropriate security access to manage competitors, departments, lead sources, literature items, pick lists, products, packages, users, teams, and Web security (roles).

For more information on the administrative features available in the Web Client, see the following Web Client help topics:

• Adding a User

• Working with Teams

• What are Roles and Secured Actions?

Infor CRM Implementation Guide

59

Configuring Infor CRM Users

Understanding the Admin User

Infor CRM contains an Administrator user type which is the default user profile created for the system administrator.

The system administrator has full access to all features and functions in the system when logging on as admin.

The Administrator user profile cannot be modified in Administrator with the same access as other Infor CRM users

(Network, Remote, and so on). Access on the General tab is restricted except for the E-mail and Use Windows

Authentication boxes and the Change Password button. The following tabs are not visible and cannot be edited:

• Service / Support

• Teams

• Sync

Admin user access is restricted to ensure the system administrator is not included in your company’s security model.

Creating Users

Before creating users, determine the best method of configuring the user’s profile for your company’s size and structure.

If you plan to add several users with identical profiles (for example, the same department, division, manager, security settings, and so on), Infor CRM recommends you use a user template. Templates are recommended because they significantly reduce administration time.

When creating users, you can apply an Infor CRM user template, or a custom template you create, which applies the appropriate settings to each user. User templates do not consume a license and cannot log on to Infor CRM.

The following options are available for adding users. See the appropriate topic in the Administrator Help to add users to your implementation.

Creation Method

Add new users based on an existing user template

Description Help Topic

You can add new users based on an existing user template or a custom user template you create.

Administrator help file > Creating a

User Template

Create Infor CRM users based on existing Windows’ users

If you want your existing Windows’ users to also be Infor CRM users, you can import your Windows’ user information to Infor

CRM. During this process, you can select an existing user template to configure user profile settings.

Administrator help file > Importing

Windows Users/Matching Infor

CRM Users to Windows Users

Import users from a commadelimited text file

If your company maintains user information in another application, you can export the information and import it to Infor CRM to add users. During this process, a user template can be applied to configure user settings not found in the import file.

Administrator help file > Importing

Users from a CSV File

Web Client help file > Importing

Users

Create users individually If you have a small number of users, or each user requires a distinct profile with settings that differ substantially, you can add users individually and configure each profile as appropriate.

Administrator help file > Adding a

User

60 Infor CRM Implementation Guide

Configuring Infor CRM Users

Configuring Users

If you create a user from a template, from an existing Windows’ user, or import the user information from another application, you must complete additional configuration steps before the user can log on.

If your installation includes Remote users, additional options are configured in Chapter 12, “Configuring the Remote

Client” . Remote user options cannot be configured until you complete various synchronization configuration steps.).

Use caution when assigning the Integrations role as it enables users to edit and add integrations without limits. User access to Integrations should be limited to Authentication Services and Sync History.

To configure

1. On the Administrator Navigation Bar, click Users.

2.

In the Users view, double-click a user to open the profile.

3.

If necessary, select the Use Windows Authentication check box. In the Windows ID box, select the name the user enters to log on to Windows.

With Windows Authentication, users are automatically logged on without entering their Infor CRM user names or passwords.

4.

In the Username box, type the name the user will use when logging on to Infor CRM.

The user name is required and cannot contain spaces or an apostrophe. For Remote users, the user name must also follow the Rules for Regular Identifiers specific to the version of Microsoft SQL Server that you are using to create Remote databases. The Remote user name must follow these rules as it is sent to the Microsoft SQL Server or Microsoft SQL Express instance to be used as part of a Remote database name.

5.

In the Name box, enter the user’s name.

If you selected the Update Infor CRM user information with Windows information check box on the Import Windows

Users dialog box, the Username and Name boxes are pre-filled with Windows information. This information does not need to be changed.

6.

In the E-Mail box, enter the user’s e-mail address.

7.

Select the User is a Manager check box if the user is a manager whose name should appear in the Manager list.

8.

In the User Type box, select the user type.

9.

Click the Employee tab.

10. If necessary, in the Accounting ID field, type the user's accounting identification code. (This is the ID used by the accounting software.)

11. Click the Teams tab.

The Teams tab allows you to create user teams and add or remove the user from system teams. User teams allow users to access accounts owned by another user. For example, if you want Lee to have access to all Dan’s accounts, you can add Lee to Dan’s user team. System teams group users together so that all team members have access to the same accounts.

12. In the User Team section, click Add to add other users to this user’s team.

Users you add to this user’s profile can access all accounts owned by the main user (the user whose profile you are editing).

13. In the Field Security of selected user box, select a security profile for the user selected in the User Team section. This profile only applies when accessing accounts owned by the main user (the user whose profile you are editing).

Field security never applies to accounts owned by an individual when that individual is the user accessing the accounts.

14. Click the Calendar tab.

The Calendar tab sets permission rights for users to view and modify other user’s calendars.

15. In the Other Calendars section, click Add Users to set access for this user to add, edit, delete, or sync activities for another user.

16. In the This User’s Calendar section, click Add Users to set access for other users to add, edit, delete, or sync activities to this user’s calendar.

Infor CRM Implementation Guide 61

Configuring Infor CRM Users

17. Click OK.

This functionality is also available in the Web Admin. Sign on to the Infor CRM Web Client and see the following Web Client help topics for more information:

• Adding a User

• Importing a User

• Copying Profile Information

Setting Access to Customer Service Management

If necessary, you can give users access to management functions in the Infor CRM Client. If you are using customer service, you may want to allow users to manage options for ticket entry, time tracking, setting auto-assignment, managing area, category, and issue lists, user defaults, and ticket rates.

The following steps detail the options that can be set for customer service management. For details on other functions, see the “User Profile Function Security Tab” topic in the Administrator Help.

To set function security options

1. On the Administrator Navigation Bar, click Users.

2.

In the Users view, double-click the user that you want to give access to customer service management options.

3.

Click the Function Security tab, expand the Tools menu, and then expand the Manage menu.

4.

Double-click the appropriate options to give access to this user:

• Customer Service Defaults - Allows the user to access the Manage Customer Service Defaults dialog box which contains options for ticket entry and time tracking.

• AreaCategoryIssue - Allows the user to manage the Area, Category, and Issue lists. Area, Category, and

Issue lists are used to classify tickets and defects.

• Customer Service Options - Allows the user to access the Manage Customer Service Options dialog box, which contains options for setting auto-assignment, User Defaults, and Ticket Rate options.

5.

Click OK.

This functionality is also available in the Web Admin. Sign on to the Infor CRM Web Client and see the following Web Client help topics for more information:

• Managing Area/Category/Issue Values

• Managing Defect Activity Rates

• Managing Ticket Activity Rates

• Setting Customer Service Options.

Setting Permissions for Integrations

Integrations allow communication between Infor CRM and external systems and services. In some cases, a user with administrative privileges must implement an integration before it can be available to users.

The ability to view Sync History is part of the Standard User role. If users require access to other Integrations actions, for example the ability to authorize an integration, it is best practice to add those actions to the Standard User role or creating a new role that includes those actions.

The Integrations role is not recommended for standard users. Once a user is assigned to the integrations role it is possible for that user to edit and add integrations without limits. User access to Integrations should be limited to Authentication Services and Sync History.

After completing this chapter...

You have completed tasks 16-17 in the

“Required Tasks”

checklist. Proceed to Part II: “Installing Infor CRM Clients”

.

62 Infor CRM Implementation Guide

Part II

Installing Infor CRM Clients

Infor CRM Implementation Guide 63

64 Infor CRM Implementation Guide

Chapter

7

Installing Network Clients

Before beginning this chapter...

Create and configure users as described in

Chapter 6, “Configuring Infor CRM Users” .

Use the instructions in this chapter to...

Install the Infor CRM Client for Network users. These tasks are required for all Infor CRM Network installations.

The Infor CRM Client can be installed on each user’s computer using the Client installation. The standard installation includes Typical and Custom options which allow you to install all components or choose the components necessary for your implementation.

Installing the Network Client

Network Clients are the computers running Infor CRM that access the main database through a direct connection or wide-area network. Depending on your installation type, see the following instructions:

To install

1. On the Installation screen, click Client Installations.

2.

On the Client Installation screen, click Install Network Client.

If the installation does not detect the necessary prerequisites, you will be prompted to install them. Click

Install to allow Infor to install the required components or Cancel to stop the installation.

3.

On the Welcome screen, click Next.

4.

On the Setup Type screen, select an installation type, and then click Next.

• Click Complete to install the most common components.

• Click Custom to install only certain components or to change the installation location. Use the Custom Setup screen to enable or disable items for installation.

5.

On the remaining screens, click Install and Finish to complete the installation.

6.

After installation, you must start the Infor CRM Client.

Starting the Infor CRM Client

Before starting the Infor CRM Client on Oracle, you may need to create a Client database connection on each Client computer. See

“Creating Client Database Connections for Oracle” on page 31 for instructions.

Infor CRM Implementation Guide

65

Installing Network Clients

After installation, the user who installed Infor CRM must log on to the Client computer(s) for the first time and launch each of the following applications. This process creates the necessary registry entries for each application.

• If the standard user has installation rights, he or she can log on and begin using the Infor CRM Client.

• If the standard user does not have rights to install Infor CRM, an admin user must start the Client application. This is because the Infor CRM Client must write to restricted areas of the registry. After an admin user has logged on and run the Client, a standard user can read from the registry’s restricted area.

The Infor CRM installation creates connection information in the Current User area of the registry. Therefore, if the user logging on to the Client is not the user who installed the Client, a new database connection must be created.

Creating Area, Category, and Issue Lists

Before users begin working with tickets and defects, you must create custom lists for the Area, Category, and Issue fields. The Area, Category, and Issue lists contain information specific to your company that is used to describe the problem or issue documented by a ticket or defect.

The Area, Category, and Issue lists are linked in a hierarchy. The Area you select determines the options available for the Category, and the Category you select determines the options available for the Issue.

The Area, Category, and Issue lists are used to reduce administration time when users are creating tickets and defects.

If you are not using the customer service or support features, you do not need to create the Area, Category, and Issue lists.

To create

1. On the Infor CRM Client Tools menu, point to Manage, click Customer Service Options, and then click the

Area/Category/Issue tab.

2.

Click Add.

3.

In the Area box, type a short description (limited to 64 characters) for an area value that is applicable to your company's business. For example, you could type "Software".

The Area provides a high-level description of the customer’s problem (on a ticket) or the type of defect.

4.

In the Category box, do one of the following:

• Select a category that is appropriate for the area.

• Type a short description (limited to 64 characters) for a category that is appropriate for the area. For example,

in Step 3 you created the Area of Software, so the Category might be the name of the software manufacturer.

The Category value provides more detailed information about the cause of the customer's problem and is grouped with a specific Area value.

5.

In the Issue box, do one of the following:

• Select an issue value that is appropriate for the category.

• Type a short description (limited to 64 characters) for an issue.

The Issue value provides even more detailed information about the customer's problem and is grouped with a specific Category value.

6.

Select the Ticket check box if you want the items to be available in the Infor CRM Client and Web Client Ticket views.

7.

Select the Defect check box if you want the items to be available in the Defect view.

8.

Select the Customer Portal check box if you want the items to be available in the Customer Portal Ticket view.

9.

Click OK.

10. If necessary, select the Issue text must match a list item check box on the Area/Category/Issue dialog box.

When this option is selected, the user must type or select an Issue that already exists. When cleared, a user can type a new value in the Issue box in the Infor CRM Client and Web Customer Portal.

11. Repeat steps 2-10 as necessary to create all area, category, and issue values for your company.

12. Click OK.

66 Infor CRM Implementation Guide

Installing Network Clients

Creating the Contact Sync Group

If your implementation includes Standard Outlook Integration you must create an ad hoc group. Contacts in this group synchronize between Infor CRM and your Outlook. You can give the group any convenient name. The name used in these instructions is Contact Sync.

To create

1. Open the Infor CRM Client.

2.

Open the Contacts List view.

3.

Select the contacts you want to synchronize with Microsoft Outlook.

4.

Right-click the selected contacts, and then click Add Selected Members to New Group.

5.

In the Query Builder Name box, type Contact Sync.

6.

In the Display Name box, type Contact Sync.

7.

Click OK.

8.

Click Close.

Assigning the Contact Sync Group

After creating the Contact Sync group, you must specify that group to be used to transfer information between

Microsoft Outlook and Infor CRM.

To assign

1. On the Infor CRM Tools menu, click Options.

2.

Click the Lookups and Groups tab.

3.

In the Sync Configuration section, click New.

4.

In the Contact Sync Group dialog box, click Choose Group.

5.

Select Contact Sync, and then click OK.

6.

Click OK.

After completing this chapter...

You have completed tasks 18-23 in the

“Required Tasks” checklist.

If your implementation includes the Web Client, proceed with

Chapter 8, “Configuring the Web Client”

If your implementation does not include the Web Client but does include remotes, proceed with

Chapter 11, “Configuring

Synchronization” .

If your implementation includes Infor CRM Xbar for Microsoft Office, see

“Installing Xbar for Microsoft Outlook” on page

121 .

Infor CRM Implementation Guide 67

Installing Network Clients

68 Infor CRM Implementation Guide

Chapter

8

Configuring the Web Client

Before beginning this chapter...

Install and configure the Web Host as described in

Chapter 5, “Installing the Web Components” . In addition, restart all

servers involved in the implementation.

Use the instructions in this chapter to...

Configure the Web Client. These tasks are required for all Infor CRM Web installations.

The Infor CRM Web Client is highly customizable using the Application Architect. You can rapidly build, customize, manage, and deploy coded and codeless Web application solutions. After building and deploying the Web Client, you must configure various settings on the Host and Client computers.

For more information, refer to the “Common Tasks in Application Architect” topic in the Application Architect help.

Configuring Windows Authentication

Windows Authentication allows Web users to automatically log on to the Web Client using their Microsoft Windows logon credentials. This method uses a cryptographic exchange with the user's Web browser to confirm the identity of the user.

When Windows Authentication is enabled:

• Users do not see an Infor CRM Web Client log on page.

• To enable users to log on as the administrator, you must configure a second Web Client implementation that does not include Windows Authentication.

Ensure the Use Windows Authentication check box is selected on the User Profile General tab for each Web

Client user. For more information see “Configuring Users” on page 61 .

To configure Windows Authentication you must:

• Configure the WebDLL user

• Configure your Web Server

Infor CRM Implementation Guide

69

Configuring the Web Client

• Configure your Web Client computers

The following instructions configure Windows Authentication for Web Client users to prevent logging on manually if the Windows user is not mapped to a user in Infor CRM. This method is referred to as “Forms”. It attempts to log the user on automatically but displays an error message if the user information is not found.

For additional configuration scenarios, see the “Enabling Windows Authentication Access for Web Client

Users” topic in the Administrator Help.

Configuring the WebDLL User for Windows Authentication

You must configure the WebDLL user for Windows Authentication to allow the Infor CRM Web Client to open a connection to the CRM database. If you have not already completed this task, see the steps in

Chapter 5, “Installing the

Web Components” .

Configuring the Web Server

The following instructions configure Windows Authentication for Web Client users.

To configure

1. On the Web Server computer, log on as a domain administrator or as a user with rights to modify the Active

Directory.

This user should be the Application Pool user.

2.

Add the WebDLL user to the IIS_IUSRS group.

3.

Make sure all Infor CRM Web Client users who will be using Windows Authentication have the following permissions to the SlxClient and SData folders:

• Read

• Write

• Execute

4.

Add Windows Authentication security.

a.

In the Server Manager, under Web Server (IIS), click Add Role Services.

b.

In the tree view under Security, select Windows Authentication.

c.

Click Install.

5.

Run setspn.exe to manually modify the service account's SPN information to run correctly with Windows

Authentication.

Service Principal Names (SPNs) are used to locate a target principal name for running a service. The setspn.exe is included in Windows 2008R2.

a.

Open a Command Prompt window.

Do not use a colon or second forward slash in the following setspn commands. Type the commands exactly as documented.

b.

At the command prompt, type the following command. setspn -A http/server.domain.com domain\username

The server.domain.com is the fully qualified machine name, the domain is the Infor CRM domain, and the user name is the user that has rights to modify the active directory. Use the username created in

“Configuring

Application Pool Permissions” on page 56 .

c.

At the command prompt, type the following command. setspn -A http/server domain\username

The server is the machine name, the domain is the Infor CRM domain, and the user name is the user that has rights to modify the active directory. Use the username created in

“Configuring Application Pool Permissions” on page 56

.

d.

At the command prompt, type the following command. setspn -L username

This step checks to ensure the SPN entries created in steps b and c have been registered correctly. If you do not see the two entries, repeat steps b and c.

70 Infor CRM Implementation Guide

Configuring the Web Client

6.

On the Web Server computer, enable Windows Authentication in IIS. This method restricts Web Client user from logging on if the user is not found in Infor CRM.

a.

Open IIS Manager, and click Advanced Settings.

b.

In the Advanced Settings dialog box, click the Physical Path Credentials ellipsis.

c.

In the Connect As dialog box, select Application user (pass-through authentication), and then click OK twice.

d.

Double-click Authentication and verify that only Windows Authentication is enabled.

By default, Infor CRM uses Basic Authentication.

e.

Right-click Windows Authentication, and then click Edit.

f.

Click Advanced settings.

g.

Ensure that the Enable Kernel-mode authentication check box is not selected.

h.

Click OK. i.

Modify the Web.config file.

• In Application Architect, make the following edits in the web.config file in the SlxClient portal. For more information about editing the web.config file see the "Editing Configuration Files" topic in the Application

Architect Help.

• Modify the web.config file by commenting out the sections labeled Windows Authentication – off and removing the comment markup from the sections labeled Windows Authentication – on.

• The three sections that must be modified are the <authentication>, <httpModules>, and <modules>.

Comment markup begins with "<!--" and ends with "-->" j.

(Optional) Remove the Infor CRM Log on screen.

When a user logs off from Infor CRM, a log on button displays that allows the user to log back on. To remove this button, you must edit the Logoff.aspx file.

Change the line:

<div id=”LogoffFormButtonPanel”><a href=”~/Login.aspx” id=”loginLink” runat=”server”><%= GetLocalResourceObject(“ReturnToLoginMessage”) %></a></div>

To

<div id=”LogoffFormButtonPanel”><a href=”~/Default.aspx” id=”loginLink” runat=”server”><%= GetLocalResourceObject(“ReturnToLoginMessage”) %></a></div>

7.

Enable Windows Authentication for the SData Portal.

a.

Open Internet Information Services (IIS) Manager.

b.

Select the SData virtual directory, and click Advanced Settings.

c.

In the Advanced Settings dialog box, click the Physical Path Credentials ellipsis button.

d.

In the Connect As dialog box, select Application user (pass-through authentication), and then click OK.

e.

Click OK to close the Advanced Settings dialog box.

f.

Double-click Authentication and set the following:

• Disable anonymous access.

• Enable Windows Authentication.

• Enable Basic Authentication

By default, Infor CRM uses Basic Authentication.

g.

Right-click Windows Authentication, and then click Advanced Settings.

h.

In the Advanced Settings dialog box, verify that Enable Kernel-mode authentication is not selected, and then click OK.

i.

Under the SData folder, open and modify the Web.config file.

Infor CRM Implementation Guide 71

Configuring the Web Client

Configure the Web Client Machines

The following instructions configure Windows Authentication for Web Client users accessing Infor CRM. Use one of the following procedures as appropriate for your browser type.

To enable on Internet Explorer

1. On each Web Client computer, open your browser.

2.

On the Tools menu, click Internet Options.

3.

Click the Security tab, select Trusted Sites, and then click Sites.

4.

In the Add this Web site to the zone: text box, enter either the Web Server name or the IP address to the Web

Server (http://10.40.0.35).

For users using Windows Authentication, the URL address must include the windows.aspx page

(http://10.40.0.35/slxclient/windows.aspx).

To enable on Firefox

1. On each Web Client computer, open your browser.

2.

In the Location Bar, type about:config, and then press Enter.

3.

If a warranty message opens, click I’ll be careful, I promise!.

4.

Double-click the network.automatic-ntlm-auth.trusted-uris preference.

5.

In the Enter string value box, type your Web Host URL using the format http://hostserver:port.

6.

Click OK.

Configuring Roles

A role determines what functionality a user can access in the Web Client. Roles use secured actions to control access to user interface elements such as pages, menus, menu items, toolbars, and buttons. When you control access to individual user interface elements, you can control access to actions such as editing, deleting, or printing.

By default, users created in the Web Client are assigned the Standard User role. This role allows add, edit, and delete permissions to Web Client non-administrative entities such as accounts, contacts, and opportunities.

Users created in the Administrator are not assigned a role and role security cannot be set in the Administrator. If you create new Web Client users in the Administrator, you must assign users to the Standard User role.

To assign

1. Open the Users List view in the Web Client.

2.

Select the users that should have add, edit, and delete permissions to non-administrative entities in the Web

Client.

3.

In the User Tasks pane, click Add to Role.

4.

In the Select Role dialog box, lookup and select the Standard User role, and click OK.

5.

Click OK.

Review the “What are Roles and Secured Actions?” topic in the Web Client help to understand the default roles and how you want to apply them to users.

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Configuring the Web Client

Testing the Web Site

After you have deployed a Web portal and defined the default document, you are ready to test the Web site.

To test

1. Ensure the following services are running on the Web Host: Indexing Service, IIS Admin Service, and World Wide

Web Publishing Service.

2.

Reset IIS.

3.

Depending on where you deployed the Web Client portal, use one of the following URLs to test the Web site. If you deployed the Web Client portal to:

• localhost (your Web server), the format is http://localhost/SlxClient or http://server/SlxClient.

• localhost (your Web server) with Windows Authentication enabled, the format is

http://server:port/SlxClient/Windows.aspx.

• a Web site and port you designated during Web Host installation, or to another Web site you created manually in IIS, the format is http://server:port/SlxClient.

The server is the Web Host server and port is the port number you designated during Web Host installation.

4.

When the Infor CRM Web Client sign on page appears, enter your User Name and Password.

5.

(Optional) Infor CRM Web components provide optional extended features in the Web Client that may require additional components to be downloaded.

• On the login screen, click Enhance Infor CRM.

• In Options, click the General/Search tab and click Enhance Infor CRM.

• If prompted to install Office Integration and you want to use this feature, click Yes.

6.

Click Log On.

7.

Log off the Infor CRM Web Client.

8.

Send the Web Client URL to users or create a link from your company’s Web site (detailed in the following section).

Linking from Your Company’s Web Site

When you are ready to make the Web Client accessible to users, you can create a link on your company’s Web site

(typically an intranet site) to provide access. For example, you may want to display a link that reads “Infor CRM” in a prominent location on your intranet site.

Create the link in the following format:

<A HREF=”webservername/virtualdirectoryname”>Infor CRM</A>

The server is the name of your Web Host machine. The virtual directory name is SlxClient, unless you specified a different name in the Web portal Deployment Properties in Application Architect.

Configuring Client Computers

To ensure the Web Client functions correctly, you must configure several options on each user’s computer.

To configure

1. Ensure the user is a member of the local Power Users or Administrators group.

This allows ActiveX controls to work correctly if this user enables and downloads extended features on the Web

Client Log On page.

2.

Ensure the Scrollbar Item setting is set to 17 or less.

• (Microsoft Window 2008R2) The Scrollbar option is set in the Control Panel > Personalization > Window

Color > Window Color and Appearance > Item drop-down menu.

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Configuring the Web Client

3.

The default browser settings should be used for the Infor CRM Web site. In addition to your browser defaults, the following options are required.

The option locations and wording may vary depending on your browser version. For more information on these options, refer to your browser’s Help.

Browser Option

Internet Explorer

Temporary Internet Files>Settings

Security>Trusted sites>Sites

Security tab

Setting

Check for newer versions of stored pages Automatically.

• Add the Infor CRM Web site (SlxClient) to the trusted sites list.

Type http:// followed by the Web Host server name for the Web

Client site (for example, http://server).

• Turn OFF protected mode for trusted sites (Microsoft Windows

2008).

• Enable Script ActiveX controls marked safe for scripting.

• Enable (or set to prompt) Initialize and script ActiveX

controls not marked safe for scripting.

• Enable Drag and drop or copy and paste files (Allow access to the clipboard).

Enabling UTF-8 Support for Internet Protocols

If users export extended characters from Infor CRM to e-mail, UTF-8 support must be enabled.

To enable

1. Open Microsoft Outlook.

2.

On the Tools menu, click Options.

3.

Click the Mail Format tab, and then click International Options.

4.

Under Internet Protocols, select Enable UTF-8 Support.

5.

Click OK.

Installing Office Integration

Office Integration extends Infor CRM Web Client functionality by downloading client-side files for the following features:

• Office Integration encompasses Mail Merge and Drag and Drop functionality. Administrators can also drag-anddrop library files.

• Office Integration is not supported if your installation of Microsoft Office is 64 bit.

• Available functionality may be restricted by the browser type or version. For full Office Integration support, use IE 10 or 11. For limitations of other browsers see the Compatibility Guide.

Before users install and configure these features, ensure you configured SData as detailed in

“Configuring the SData

Portal” on page 54

.

To install and configure

1. Sign in to the Infor CRM Web Client, expand the Tools menu and then click Options.

2.

Click the General tab, and then click Install Office Integration.

3.

Follow the steps in the Wizard.

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Configuring the Web Client

4.

At the end of the installation, click Finish.

Creating the Contact Sync Group

If your implementation includes Standard Outlook Integration you must create an ad hoc group. Contacts in this group synchronize between Infor CRM and your mail application. You can give the group any convenient name. The name used in these instructions is Contact Sync.

To create

1. Open the Web Client Contact List view.

2.

Select the contacts you want to synchronize with Microsoft Outlook.

3.

Right-click the selected contacts, and then click Save Records as Group.

The Add Records to new Group dialog box opens.

4.

In the Group Name box, type Contact Sync.

5.

Click OK.

.

After completing this chapter...

You have completed tasks 10-15 in the “Web Tasks” checklist. If your implementation includes:

• The Mobile Client: proceed with

Chapter 9, “Configuring the Mobile Client” .

•

Customer Portal: proceed with Chapter 10, “Configuring Customer Portal”

.

• Remotes: proceed with

Chapter 11, “Configuring Synchronization” .

•

Infor CRM Xbar for Microsoft Office, see “Installing Xbar for Microsoft Outlook” on page 121 .

Otherwise, you can begin using Infor CRM.

Infor CRM Implementation Guide 75

Configuring the Web Client

76 Infor CRM Implementation Guide

Chapter

9

Configuring the Mobile Client

Before beginning this chapter...

Install and configure the Web Host and the SData portal as described in Chapter 5, “Installing the Web Components”

. In addition, restart all servers involved in the implementation.

Use the instructions in this chapter to...

Configure the Infor CRM Mobile Client. These tasks are required for all Infor CRM installations that include the

Mobile Client.

Understanding the Mobile Client

Infor CRM Mobile provides secure, reliable mobile access to Infor CRM information when using mobile devices with internet browsers that support HTML5 and CSS3.

For data security, make sure your Infor CRM Web Server has a valid Secured Sockets Layer (SSL) security certificate installed. You can use the Web Server where you deployed your SlxClient portal.

Deploying the Mobile Client Portal and the SData Portal

See

“Deploying Infor CRM Client Portals” on page 51 for detailed steps to deploy the SLX Mobile and SData portals.

Defining the Default Document

Default documents can be a directory’s home page or an index page containing a site document directory listing. The default document for the Mobile Client portal landing page is

index.aspx

and should have been added to the documents list on the IIS Web site by the installation. If your URL <https://YourSlxWebServer/SlxMobile> is not defaulting to call the

index-nocache.aspx

, you may want to define it manually.

See

“Defining the Default Document” on page 57 for detailed steps to define the default document.

Testing the Mobile Web Site

Use the same procedure to test the Web site as you did for the Web Client (as explained in

“Testing the Web Site” on page 73 ); however, modify the URL as follows:

http://localhost/SlxMobile

Infor CRM Implementation Guide

77

Configuring the Mobile Client

If you deployed the Mobile Client portal to a different Web site in IIS, use the following format: http://servername:port/SLXMobile

Before installing the Mobile Client portal, make sure your environment meets the following requirements:

• Infor CRM is installed and has a functioning Web environment.

• The Web Server has a valid Secured Sockets Layer (SSL) security certificate installed. You can use the Infor CRM

Web Server where you deployed your Saleslogix Client portal.

• The SData portal has already been deployed successfully.

To confirm that SData is set up correctly, type the following URL into your browser: http://<servername>/sdata/$system/adapters. Enter the user credentials of the Infor CRM user that SData is configured under (for example, Admin). The adapters page Infor CRM Mobile v1.2 Implementation Guide should load and list the available feeds.

Sending the Mobile Client Portal URL to Users

Send the Mobile Client portal URL to mobile users through email. Your users click the URL or type it into a compatible browser on a desktop computer, mobile device, or tablet computer. Any Infor CRM user can access Infor CRM information from his or her compatible mobile device by clicking the portal link. No specific user configuration is needed.

For security purposes, make sure you set up SSL encryption on the server and access the client using HTTPS. An example URL is: https://YourSlxWebServer/SlxMobile.

The browser may ask users if it is OK to store data on their computer for offline use. This is expected, as the mobile application is cached on the computer for improved performance. After the application has been cached, the user can quickly move from screen to screen because only data needs to be transferred over the wire from the SData portal.

For more information, refer to the “Common Tasks in Application Architect” topic in the Application Architect help.

Using Infor CRM Mobile with Windows Authentication

When Windows Authentication is implemented, users will still see a log on screen when they open the Mobile Client

.

Remember you must enable Windows Authentication on the SData portal.

To configure Windows Authentication for Mobile:

1. After installing, building and deploying the Infor CRM (SlxClient) Web Client and SData portals: a.

Configure Windows Authentication for the Web Client: i.

Configure the WebDLL user. See “Configuring the WebDLL User for Windows Authentication” on page 53 .

ii.

Configure your Web Server for Windows Authentication. Be sure to complete the steps for the SData portal. See “Configuring the Web Server” on page 76 .

Alternatively, you can follow the instructions in the Administrator help. See the topic called ‘Configuring

Windows Authentication for Windows Server. c.

Deploy the Mobile and SData portals. See

““Deploying Infor CRM Client Portals” on page 51

.

d.

In the Administrator, open the User Profile General tab for each Infor CRM user who will also be a Mobile

Client user. This could be a Network, Web, Remote, or Concurrent user. Make sure that the Use Windows

Authentication check box is selected. See the topic called “User Profile General Tab” in the Administrator help for more information. e.

Ensure that the Infor CRM user is associated to a Windows Domain user.

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Configuring the Mobile Client

2.

Instruct users to use the fully-qualified domain name when they log on to Infor CRM Mobile.

To authenticate with Windows Active Directory when logging into the Mobile portal, you must supply the fullyqualified domain name and windows password in the logon dialog. For example: user name: testcorp\lee.hogan

password: <Lee Hogan’s windows password on testcorp domain>

To mitigate the need to supply a fully-qualified domain name, change the IIS basic authentication settings for

SData authentication to supply a default domain.

After completing this chapter...

You have completed steps 1 to 4 in the “Mobile Client Tasks” checklist. If your implementation includes:

•

Customer Portal: proceed with Chapter 10, “Configuring Customer Portal” .

•

Remotes: proceed with Chapter 11, “Configuring Synchronization”

.

Otherwise, you can begin using Infor CRM.

Infor CRM Implementation Guide 79

Configuring the Mobile Client

80 Infor CRM Implementation Guide

Chapter

10

Configuring Customer Portal

Before completing this chapter...

Install and configure the Web Client as described in

Chapter 8, “Configuring the Web Client”

.

Use the instructions in this chapter to...

Configure and deploy Customer Portal. These tasks are required for installations that include Customer Portal.

Customer Service and Customer Portal extend Infor CRM customer service features onto the Web for employees and customers.

Understanding Customer Service

Customer Service features in the Infor CRM Web Client allow employees to add or update tickets, track their time as ticket activities for processing and resolving tickets, create calendar activities for tickets, add related ticket information, access SpeedSearch to find solutions to customers’ problems, and run reports. Customer Service is enabled for all named users by default.

Understanding Customer Portal

Customer Portal enables you to provide customers with user names and passwords so that they can view information about existing tickets, create new tickets, and change the status of tickets. Customers can also access SpeedSearch to find solutions. Customers are granted permissions to Customer Portal by an internal Infor CRM user.

Customer Portal features require:

• Infor CRM Advanced License

• Customer Portal License

• Additional configuration in Administrator and Application Architect.

Before you configure Customer Portal, ensure:

• The Web Host is installed and configured according to

Chapter 5, “Installing the Web Components”

.

• SpeedSearch Server is installed and configured on the same server as the Web Host or on a separate server.

• Employees who use Customer Service are active Infor CRM users (not WebViewer users).

• Users who access Customer Portal have the same hardware, browser, and configuration as users who access the

Web Client.

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81

Configuring Customer Portal

Adding the Customer Portal User

Customer Portal requires a generic, named Infor CRM user. This user may be set up as a Named Web User or

Concurrent User. In addition, the user must be a member of every team, and every user’s team, so that customers can access records owned by all teams.

The admin user can be used for Customer Portal if you do not want to create a separate named user.

To add

1. On the Administrator Navigation Bar, click Users.

2.

Click the Add button on the toolbar.

3.

In the Add Users dialog box: a.

In the Add box, select Named Web or Concurrent User. b.

In the Quantity box, ensure 1 appears.

c.

Ensure the Create Profile From check box is cleared.

d.

Click OK.

The User Profile for <NewUser> dialog box appears.

4.

On the General tab: a.

In the Username box, type customerportal (one word).

b.

In the Name box, type Customer Portal.

c.

Ensure the Login Active check box is selected.

d.

In the Department box, select a department for this user.

This can be any department.

e.

Verify the User Type is Named Web or Concurrent User.

5.

On the Teams tab: a.

In the Teams area, click Manage.

b.

In the Teams dialog box, select each team. Ensure you have selected all teams.

c.

Click OK.

6.

Click OK.

The new Customer Portal user appears in the Users grid.

Setting User Security

Customer Portal requires a Web access user, which permits users who are not named Infor CRM users to access parts of Infor CRM functionality. The Web access user uses the permissions of the named Customer Portal user

(customerportal) to perform certain actions, and records any history, logs, and so on to that user name.

To set

1. On the Application Architect Tools menu, click Web User Security.

2.

In the Select a Web Access User list, select Portal, Customer.

If you are using a different user name for the Customer Portal user, set the value to that name; however, make sure

that user name has been configured as instructed in “Adding the Customer Portal User” on page 82 .

3.

Click OK.

4.

On the Build menu, click Build Web Platform.

Deploying the Customer Portal

See “Deploying Infor CRM Client Portals” on page 51

for detailed steps to deploy Customer Portal.

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Configuring Customer Portal

Configuring the Customer Portal

Additional configuration for SpeedSearch indexes and Web access is required for Customer Portal.

Configuring SpeedSearch Indexes for Customer Access

To make SpeedSearch indexes available to customers so that they can search for information, ensure you have given

Customer access to each index under the Public Access setting. If you have already assigned Customer access to indexes when you originally set them up, disregard this section.

To configure

1. On the Administrator Manage menu, click SpeedSearch Indexes.

2.

In the Manage SpeedSearch Indexes dialog box, select an item under Index Name that you want to allow customers to access, and then click Edit.

3.

In the SpeedSearch Index Definition dialog box, under Public Access, select 1- Customer.

Internal employees can still access this index when Public Access is selected.

4.

Click OK.

5.

If necessary, continue selecting indexes and editing the Public Access for each one.

Enabling the Contact Web Access Tab

By default, only the system administrator can grant contacts access to Customer Portal. However, you can give certain employees who use Customer Service this ability as well. When employees have this access, they can see the Web

Access tab in the Contact Detail view within Network Client and Web Client.

To enable

1. Make a list of employees who should be able to grant contacts access to Customer Portal.

2.

On the Administrator Navigation Bar, click Users.

3.

In the Users grid, double-click the first user in your list to open the user’s profile.

4.

On the Service/Support tab, select User may grant access to Customer Portal.

This enables the employee to use Infor CRM with Customer Service or the Web Client with Customer Service to open a contact record, click the Web Access tab, and set up a user name and password for the contact so the user can log on using Customer Portal.

5.

Click OK.

6.

Repeat steps 3-5 for each employee on your list.

7.

Inform the employees that when they log on to the Network Client or the Web Client with Customer Service, and open a contact record, the Web Access tab appears so that they can set up a user name and password for the contact.

Once this is set up, the contact can log on to Customer Portal to view tickets, create new tickets, close and re-open tickets, and access SpeedSearch. For more information, see the Customer Portal Help.

Testing the Customer Portal Web Site

Use the same procedure to test the Web site as you did for the Web Client (as explained in “Testing the Web Site” on page 73

); however, modify the URL as follows: http://localhost/SlxCustomerPortal

The localhost is the name of your Web Host server.

If you deployed the Customer Portal to a Web site you created during the Web Host installation, or to another

Web site you created manually in IIS, the format is: http://servername:portnumber/SlxCustomerPortal.

Infor CRM Implementation Guide 83

Configuring Customer Portal

The server is the name of your Web Host server. The port is the port number you specified during the Web Host installation.

Linking from Your Company’s Web Site

After Customer Portal configuration is complete, you must create a link to it from your company’s Web site.

Create the link in the following format: http://servername/SlxCustomerPortal

For example:

<a href=“http://servername/SlxCustomerPortal

“> Report a Problem/Check for a Response</a>

If you deployed the Customer Portal to a different Web site in IIS, create the link in the following format:

<A HREF=”http://servername:portnumber/SlxCustomerPortal”

“> Report a Problem/Check for a Response</a>

The server is the name of your Web Host machine. The port is the name of the port the Web site is using. The Web site name is SlxCustomerPortal, unless you specified a different name when deploying Customer Portal.

Configuring Client Computers

To ensure the Customer Portal functions correctly, configure settings in each user’s browser as described in the following table.

The option locations and wording may vary depending on your browser version. For more information on these options, refer to your browser’s Help.

Internet Explorer Option

Temporary Internet Files>Settings

Privacy tab

Setting

Check for newer versions of stored pages Automatically.

Medium or lower (cookies must be enabled).

After completing this chapter...

You have completed steps 2 to 8 in the checklist. If your implementation includes Remotes, proceed with Part III:

“Remote Offices, Users, and the Offline Web”

.

84 Infor CRM Implementation Guide

Part III

Remote Offices, Users, and the Offline Web

Infor CRM Implementation Guide 85

86 Infor CRM Implementation Guide

Chapter

11

Configuring Synchronization

Before beginning this chapter...

Add licenses and configure the system as described in Chapter 4, “Configuring the Infor CRM System” .

Give the SLXService user permissions for the Sync Service as described in

“Permissions Required for the SLXService

User (without Administrator rights)” on page 14

.

Use the instructions in this chapter to...

Configure synchronization. These tasks are required for all Infor CRM installations that include remotes.

Synchronization Server refers to both the software that runs synchronization and the hardware on which the server is installed. A Sync Server is only necessary if you have Remote users (including Offline Web Client users) or Remote

Offices, or you plan to run agents.

Use the Infor CRM Planning Guide to understand the synchronization process in detail and to make decisions regarding your synchronization requirements.

Creating Synchronization Transfer Profiles

Infor CRM supports three methods of synchronization. Each synchronization method is defined by one or more Sync

Transfer Profiles. To create a Sync Transfer Profile, refer to one of the following:

•

“Creating a Network Synchronization Profile”

in the following section.

•

“Creating an FTP Synchronization Profile” on page 88 .

•

“Creating an HTTP Synchronization Profile” on page 90

.

Creating a Network Synchronization Profile

One way to synchronize with the main office is through a VPN (Virtual Private Network) connection. Using VPN,

Remote users or offices connect to the Infor CRM network via the internet to send and receive transactions from the main office database.

This is the default method of synchronization. Unless you want to change the Sync Transfer Profile settings, Remotes can synchronize via network synchronization without additional configuration.

The next step...

Proceed to

“Creating a Synchronization Service Profile” on page 93

.

Infor CRM Implementation Guide

87

Configuring Synchronization

Creating an FTP Synchronization Profile

FTP support is built into both the Sync Server and Sync Client. When the Sync Server cycles, it connects to the FTP site and searches the FTP Infiles directory for any transaction exchange files that were sent by Remote users.

Likewise, when the Sync Client cycles, it connects to the FTP site and searches the FTP Outfiles directory for transaction exchange files placed there by the main office. Essentially, all transaction exchange files, library files, and documents are delivered to and received from the FTP site.

Logging on to an FTP site can be accomplished in one of two ways:

• Global login - Using a global login, the Sync Server and all Remote users share the same login and password.

• Personal logins - Using personal logins, the Sync Server and each Remote user is assigned a different login to the FTP site.

Setting up an Infor CRM FTP Site

An FTP site is a collection of files on an FTP server. The FTP server allows users to upload or download files through the Internet or other TCP/IP network using a File Transfer Protocol (FTP). By default, IIS uses Passive FTP connections.

When setting up an FTP site, you must:

• Create three folders on the FTP server. For example, /Infiles, /Outfiles, and /FailedTrans. These folders must be shared, and all Remote users and the Sync Server must have read, write, and delete access.

• Create three virtual directories that point to the Infiles, /Outfiles, and /FailedTrans folders. All Remote users, as well as the Sync Server, must have read, write, and delete access to these directories.

• For FTP performance tips, see the “Improving FTP Synchronization Performance” topic in the

Administrator Help.

• To configure FTP synchronization to use Active FTP connections, see the “Configuring FTP Sync to Run in Active or Passive Mode” topic in the Administrator Help.

If your implementation includes multiple Sync Servers, note the following:

• You can only have one /Infiles, /Outfiles, and /FailedTrans folder per Sync Server.

• You can have multiple FTP virtual folders per Sync Server. However, Infor CRM recommends approximately 50

Remote users per FTP virtual folder.

• Infor CRM recommends that your FTP Server is on the corresponding Sync Server (if possible).

Creating an FTP Sync Profile

The Sync Transfer Profile identifies the DLL file used for FTP synchronization.

To create

1. On the Administrator Manage menu, click Sync Transfer Profiles.

2.

In the Sync Transfer Profiles dialog box, click Add.

3.

In the DLL box, select FTP Sync Transport v1.2 (SSftp.dll).

If FTP Sync Transport is not available in the DLL list, verify the SSftp.dll file is located in the SalesLogix folder.

4.

In the Description box, type a description of the synchronization method.

5.

Click Setup.

6.

In the FTP Site box, type the address of the primary FTP site to which the Sync Client connects (for example, ftp.yourcompany.com).

You can use a named FTP site (for example, yourcompany.com), or an IP address (for example, ftp.123.45.67.8).

7.

In the Port box, type the primary site’s port number on the FTP server.

Port numbers allow IP packets to be sent to the FTP site.

8.

In the Alternate Site box, type an alternate address that connects to your FTP site.

If the Sync Client cannot connect using the primary address, it attempts to use the alternate address. For example, you can use the named FTP site as the primary site and the IP address as the alternate site.

88 Infor CRM Implementation Guide

Configuring Synchronization

9.

In the Port box, type the alternate site’s port number on the FTP server.

10. In the File Names box, select Uppercase, Lowercase, or Unspecified.

Response time improves considerably if this setting matches the way file names are stored on your FTP server.

The default is Unspecified.

11. In the Infiles, Outfiles, and FailedTrans boxes, type the Infiles, Outfiles, and FailedTrans folder names on your

FTP server (for example, /Infiles, /Outfiles, and /FailedTrans).

Creating the folders is outlined in “Setting up an Infor CRM FTP Site” on page 88 .

12. Under Login:

• Click Login and password below to assign the same login and password to the Sync Server and all Remote users. Then in the Login box, type the general login that is shared by all Remote users and Sync Server(s) when logging on to the FTP site. In the Password box, type the corresponding password. Then, click OK.

If you choose to use a global login, you can use the default anonymous user that comes with FTP. This user is already configured with the necessary permissions. This user has a Login of anonymous, and the corresponding Password is your domain name.

• Click Personal login and password to assign a different login and password to each Sync Server and

Remote user. Then, click OK.

Use the FTP Sync Transport Local Options dialog box to set the login for the sync server. Personal logins for

Remote users are set in the individual’s user profile. The instructions for configuring the user login are in

Chapter 12, “Configuring the Remote Client”

.

13. If you selected the Personal login and password option, in the Edit Sync Transfer Profile dialog box, click

Server Settings. In the Login and Password boxes, type the Sync Server’s login and corresponding password to the FTP site.

14. Click OK.

15. Proceed to

“Creating a Synchronization Service Profile” on page 93

.

Infor CRM Implementation Guide 89

Configuring Synchronization

Creating an HTTP Synchronization Profile

HTTP Synchronization provides a secure method of transferring data using a Web site on an HTTP Server. When the

Sync Server cycles, it connects to the HTTP Server and searches the Infiles folder for any transaction exchange files

(TEFs) that were uploaded by Remote users. Likewise, when the Sync Client cycles, it connects to the HTTP Server and searches the Outfiles folder for any transaction exchange files placed there by the main office. All transaction exchange files, library files, and documents are uploaded to and downloaded from the HTTP Server.

If you are creating an HTTP site on Windows 2008, IIS 6 compatibility is required. Ensure you enable IIS 6 compatibility on the HTTP Server. See

“Web Requirements” on page 17 for details.

Setting up an Infor CRM HTTP Site

An HTTP site is a collection of files on an HTTP Server that allow users to upload or download files via the Internet.

HTTP synchronization requires Internet Information Services (IIS) with World Wide Web Service installed.

When synchronizing using HTTP, you must set up IIS and configure the necessary folders for file transfer.

Before creating the HTTP Site, ensure you have IIS with HTTP Support installed and running.

To create an HTTP site on Windows 2008R2 or 2012

1. On the HTTP Server, create a folder where you want the Infor CRM Web site you create to point. For example,

SLXHTTPSync.

2.

In the folder you created in the step 1, create the following three sub folders. Set folder permissions to Read,

Write, and Modify.

• Infiles

• Outfiles

• FailedTrans

3.

Open Internet Information Services (IIS) Manager.

a.

Create or use an existing Infor CRM application pool.

b.

Ensure the identity of the application pool is set to log on with a user that has Read, Write, and Modify

permissions to the HTTP sync folders you created in step 2.

c.

For 64-bit operating systems, enable 32-bit applications.

4.

In the Connections tree view, expand your HTTP Server, and then expand Sites.

5.

Right-click the Sites folder, and then click Add Web Site.

The Add Web Site dialog box opens.

a.

In the Site name box, type a name for the Web site. For example, Infor CRM HTTPSync.

b.

In the Physical path box, browse to the folder you created in Step 1. DO NOT point to the network logging

path.

c.

Click Connect as, verify Application user (pass-through authentication) is selected, and click OK.

d.

Click Test Settings to verify the connection.

e.

In the Type box, ensure http is selected.

f.

In the IP address box, select All Unassigned.

g.

In the Port box, change the port number to port 1024 or higher. Record the port number you are using.

If necessary, port 80 can be used.

h.

Leave the Host name box blank.

i.

Click OK.

6.

In the Connections tree view, select your Infor CRM HTTP Web site.

7.

In the Features View under IIS, double-click Authentication.

8.

In the Authentication list, select Anonymous Authentication, and in the Actions pane click Disable.

9.

Enable Windows Authentication.

a.

In the Authentication list, select Windows Authentication, and in the Actions pane click Enable.

90 Infor CRM Implementation Guide

Configuring Synchronization b.

In the Actions pane, click Advanced Settings.

The Advanced Setting dialog box appears.

c.

In the Extended Protection drop-down, select Off or Accept (either option works), and then click OK.

d.

In the Actions pane, click the Providers link.

e.

In the Enabled Providers list, select NTLM and move it to the top of the list.

f.

Click OK.

10. In the Features View under IIS, double-click MIME Types.

a.

In the Actions pane, click Add.

b.

In the File name extension box, type SLXT.

c.

In the MIME type box, type text/plain.

d.

Click OK.

11. In the Features View under IIS, double-click Directory Browsing.

12. In the Actions pane, click Enable.

13. Enable and configure WebDAV (Web-based Distributed Authoring and Versioning).

Although WebDav has been determined to impact SData, you can enable it here without issues. It is automatically disabled in the SlxClient, SData and ProcessHost portals at deployment. This will not affect

HTTP sync.

a.

In the Features View under IIS, double-click WebDAV Authoring Rules.

If WebDAV Authoring Rules is unavailable, download the WebDAV Extensions for IIS from Microsoft.

b.

In the Actions pane, click Enable WebDav.

c.

In the Actions pane, click Add Authoring Rule.

d.

In the Add Authoring Rule dialog box, set the following options, and then click OK.

• Under Allow access to, select All Content.

• Under Allow access to this content to, select All users.

• Under Permissions, select the Read, Source, and Write options.

14. Reset IIS.

After setting up IIS, you must create a Sync Transfer Profile in the Administrator. .

WebDav has a default upload limit of 30 MB which can cause HTTP sync to fail to sync portals to Offline users.

You can edit the HTTPSync web.config file as follows to increase this:

<security>

<requestFiltering>

<requestLimits maxAllowedContentLength=”2000000000” />

</requestFiltering>

</security>

Creating an HTTP Sync Transfer Profile

The Sync Transfer Profile identifies the DLL file used for HTTP synchronization.

To create

1. On the Administrator Manage menu, click Sync Transfer Profiles.

2.

In the Sync Transfer Profiles dialog box, click Add.

3.

In the DLL box, select HTTP Sync Transport v1.2 (SShttp.dll).

If HTTP Sync Transport is not available in the DLL list, verify the SShttp.dll file is located in the SalesLogix folder.

4.

In the Description box, type a description of the synchronization method.

5.

Click Setup.

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Configuring Synchronization

6.

In the Web Site box, type the name of the HTTP Server to which the Sync Client connects for file transfer (for example, httpserver). This is the name of the server the Sync Client connects to, not the URL.

Use the format: Servername or Servername.DomainName. Do not include http:// before the server name.

7.

In the Port box, type the port number of your HTTP Server.

8.

Select the Secure Comm (SSL) check box if you are using a secure connection to transfer files between the

HTTP Host and Infor CRM.

9.

In the Alternate Site box, type an alternate HTTP Server for file transfer.

If the Sync Client cannot connect using the primary Web Site, it attempts to use the alternate site.

10. In the Port box, type the alternate site’s port number on the HTTP Server.

11. If necessary, select the Secure Comm (SSL) check box if you are using a secure connection for your alternate site.

12. In the Infiles, Outfiles, and FailedTrans boxes, type the Infiles, Outfiles, and FailedTrans folder names on your

HTTP server (for example, /Infiles, /Outfiles, and /FailedTrans).

Creating the folders is outlined in “Setting up an Infor CRM HTTP Site” on page 90

.

13. Under Login:

• Click Login and password below to assign the same login and password to the Sync Server and all Remote users. Then in the Login box, type the general login that is shared by all Remote users and Sync Server(s) when logging on to the HTTP Server. In the Password box, type the corresponding password. Then, click

OK.

• Click Personal login and password to assign a different login and password to each Sync Server and

Remote user. Then, click OK.

Use the HTTP Sync Transport Local Options dialog box to set the login for the Sync Server. Personal logins for Remote users are set in the individual’s user profile. The instructions for configuring the user login are in

Chapter 12, “Configuring the Remote Client” .

14. If you selected the Personal login and password option, in the Edit Sync Transfer Profile dialog box, click

Server Settings. In the Login and Password boxes, type the Sync Server’s login and corresponding password to the HTTP Server.

15. Click OK.

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Configuring Synchronization

Creating a Synchronization Service Profile

Since synchronization can require a lot of system resources, it is recommended that you run synchronization during off-peak times, such as before or after normal business hours. To implement a synchronization schedule, you can use the Synchronization Service. Running the Sync Server from a Windows service allows synchronization to process without an administrator logged on to the server. In addition, the Monitor Console allows you to remotely view the status of the Sync Server and its scheduled jobs.

To create a Synchronization Service Profile, see the “Configuring Synchronization Server Automated Services” topic in the Administrator Help.

Starting the Synchronization Server

After installation and configuration, run a synchronization cycle to create the synchronization folders. This manual cycle also creates a registry entry that is used by Agent Runner to build a connection string.

You must log on to the Synchronization Service computer as a Domain user. You cannot log on using the Local

System account to cycle the Sync Server the first time. The Local System account does not have the correct privileges for running Agents.

To start

1. Click Start, point to Programs, point to Saleslogix, and then click Synchronization Server.

2.

In the Please log on dialog box: a.

In the Username box, type admin.

b.

In the Password box, type the admin user’s password.

c.

In the Log on to box, ensure the correct database connection name displays.

This is the connection name established in the Connection Manager.

3.

Click OK.

4.

If necessary, click Yes to register this computer to the database.

5.

If the Verify Administrator Password dialog box appears, retype the administrator password, and then click OK.

6.

Click Sync Now to cycle the Sync Server.

7.

On the File menu, click Exit when the process is complete.

The first time you cycle the Sync Server, a sub folder is created in Documents and Settings\All Users\Application

Data\Saleslogix\Sync. The folder name is server_name-alias_name. In addition, the Sync Server creates the

ConfTran.stm file used for conflict resolution.

Modifying Virus-Checking Software for the Synchronization Server

If you have virus-checking software scanning the synchronization folders at the same time that the Sync Server tries to use a file within the folders, you may receive an “Error deleting file or folder” error. This occurs when the virus checking software checks the file at the same moment that the Sync Server tries to use that file.

To avoid errors, set your virus-checking software to modify scans to skip the following folders during real-time scans and/or scans scheduled to run at the same time the Sync Server is scheduled to run. If anti-virus programs are scanning the following folders in real time during a synchronization cycle, it may cause problems with synchronization to Remotes.

• WriteCache

• Infiles

• Outfiles

• FailedTrans

• WGLogs

• SharedLogs

Infor CRM Implementation Guide 93

Configuring Synchronization

• Archives

After completing this chapter...

You have completed the “Synchronization Tasks”

checklist. If your implementation includes:

•

Remote users: proceed with Chapter 12, “Configuring the Remote Client”

.

• Remote Offices: proceed with

Chapter 13, “Configuring a Remote Office” .

•

Offline Web Client: proceed with Chapter 14, “Configuring Offline Web Clients”

.

94 Infor CRM Implementation Guide

Chapter

12

Configuring the Remote Client

Before beginning this chapter...

Configure the Sync Server as described in Chapter 11, “Configuring Synchronization”

.

Delete the PortalDeployments.xml from the Application Architect as described in

“Enabling the Windows Remote Clients

Portal to Display” on page 48 .

Use the instructions in this chapter to...

Install and configure Infor CRM Remote Clients. These tasks are required for installations that include Remote users.

Remote Clients use the Infor CRM Windows Network Client. They keep a subset of the main office database on their local computer (a laptop, for example) and use synchronization to transfer changes between their system and the main office. To synchronize data, the main office and each Remote client must have a set of synchronization folders on their computers and have the ability to transfer files. Remote users can also connect directly to the main office database using a LAN or WAN connection.

Planning for Remote Users

The computer used for creating remote databases must have SQL 2005 Native client installed.

Before adding Remote users, consider creating subscription rules to limit the number of account records stored on the

Remote user’s database. Subscription gives Remote users access only to accounts that they use on a regular basis.

This maintains the Remote user’s database at a manageable level and improves overall system performance. The use of subscription and subscription rules for Remote users is strongly recommended.

For more information, refer to the “What is Subscription?” and “Subscription Recommendations” topics in the

Administrator Help.

Configuring Remote User Profiles

The Administrator is used to manage user profiles. In addition to the settings for Network users, Remote user profiles must contain synchronization and subscription information.

If you have not created your Remote users, refer to

“Creating Users” on page 60 . Then, configure the synchronization

options as described in the following section.

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95

Configuring the Remote Client

Setting Synchronization Options

Synchronization options assign the Remote user to a Sync Server, and determine how the user synchronizes with the main office.

You must create system Sync Transfer Profiles before setting the Remote user’s Sync Transfer Options. If you have

not created your system profiles, see “Creating Synchronization Transfer Profiles” on page 87

for instructions.

To set

1. On the Administrator Navigation Bar, click Users.

2.

In the Users view, click the Remote Users tab, and then double-click a user name.

3.

In the User Profile dialog box, click the Sync tab.

4.

In the SyncServer box, select the Sync Server to which this user is assigned.

If your implementation includes multiple Sync Servers, review the recommendations in the Infor CRM Planning

Guide for assigning users to Sync Servers.

5.

In the Sync Transfer Profile box, select the Remote user’s method of synchronization.

Your choices depend on the system sync transfer profiles configured in

“Creating Synchronization Transfer Profiles” on page 87

.

If FTP or HTTP is your synchronization method, and you are using individual logins and passwords for each user and the Sync Server, type the user’s login and password in the appropriate boxes.

6.

To set subscription rules for the user, click Subscription Rules.

a.

In the Subscription Rules dialog box, select the rule(s) you want to apply to this user. Click Copy.

96 Infor CRM Implementation Guide

Configuring the Remote Client b.

Click OK.

7.

To configure how attachments are sent to this Remote user, click Attachment Filters. In the Attachment Filter

Options dialog box: a.

To set a size limit, select File Size Less Than, and then type in a size limit.

When this value is set, any attachments larger than the specified value will not automatically synchronize to the Remote. The Remote user can request the attachment, but it will not be sent when creating a Remote database or during the normal synchronization process.

b.

To set a date limit, select Files Added Within Last, and then type in a number of days.

When this value is set, any attachments older than the specified value will not automatically synchronize to the

Remote. The Remote user can request the attachment, but it will not be sent when creating a Remote database or during the normal synchronization process. c.

To apply these options to all Remote users, click All Users.

d.

Click OK.

8.

In the User Profile dialog box, click OK.

Creating a Remote User Database

Remote databases can be created using a Microsoft SQL Server Express instance.

When a remote database is created, it uses the host server collation settings. When the database is sent to the remote it will use the SQL Express installation collation settings.

When you install the Remote Client and use the Infor CRM media to install SQL Express the installation will automatically have the correct collation regardless of the Windows System Locale settings.

However, if you install SQL Express using a standalone install prior to installing Infor CRM then you must ensure that the collation is set correctly as per the Host Database, otherwise where the Windows System

Locale is anything other than English (US), SQL Express will use the Windows System Locale settings to determine your collation and it will be incorrect.

For more information, see the Knowledgebase article called Understanding Collation and Remote Databases.

To create

1. On the Administrator Tools menu, click Create Remote User Databases.

2.

In the Create Databases dialog box, under Available Users, select the user(s) for whom the database(s) will be created, and click the arrow to move them to the Selected Users box.

Configuring the default database settings is explained in

“Setting Database Options” on page 41

. To change the settings for this user only, click Options or Properties and configure the changes.

3.

Each database is placed in the folder specified in the Create Remote DB in server directory box on the

Database tab of the Options dialog box. To create the database(s), do one of the following.

• To create the database(s) immediately, click Now.

• To create the database(s) at a later time, click Later.

• In the calendar, select a date and time, and then click OK.

The Administrator is unavailable when the timer is active.

• The Create Databases dialog box displays a countdown to the scheduled date and time.

A test is performed to ensure the settings are configured and that the database can be created in the chosen location.

The database is created with the file name SLX_userid_dat.sxd.

4.

Click OK to confirm successful completion.

If the Remote user’s computer is connected to the network, create a folder on the Administrative Workstation and copy the database to the folder. Share this folder so that the Remote user’s computer has access to it.

If the Remote user is not connected to the network, copy the database to the user’s computer using some form of removable media. Another option is to zip the database, e-mail it to the Remote user, and instruct the user to copy it to his or her computer and unzip it.

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Configuring the Remote Client

Deploying the SData Web Portal to Remote Clients

Infor CRM Remote Network Client users require an SData portal to enable support for such features as Outlook Sync and Xbar. Use the Application Architect to deploy this portal to the appropriate users.

Ensure you run a synchronization cycle on the Host before deploying the Web site (see

“Starting the

Synchronization Server” on page 93

). The sync cycle creates the PortalDeployments folder required for the Web site deployment.

To deploy

1. On the Application Architect View menu, click Deployment Explorer.

2.

In the Deployments tree view, double-click Windows Remote Clients.

3.

(Optional) In the Deployment Settings pane, in the Name box, type an intuitive deployment name.

For example, Remote Windows Client Users.

4.

In the Description box, type a description for this deployment.

For example, “Provides SData portal for remote Windows Clients.”

5.

In the Deployment Targets pane, click Remote Users.

The Remote User Target Settings appear.

6.

In the Remote User Target Settings pane, click Add.

7.

In the Select Remote User(s) dialog box, select the names of the users who need to access the SData portal.

8.

On the SlxClient tab: a.

In the Virtual Directory box, type the alias name for the virtual directory.

By default, the Virtual Directory is SlxClient.

b.

In the Port box, type the port number for the Web site.

The Infor CRM Web Server requires its own port for each portal instance. The port for each portal must be unique.

c.

Ensure the Deploy Portal check box is selected.

This indicates the portal is active and should be deployed.

9.

Click Save.

10. Click Deploy.

The RemoteManifest.xml file is created which contains the settings used by the remote registration services to add an existing IIS Web site or register the site with a personal server instance.

Installing the Remote Client

Install the Remote Client on every Remote user’s computer. The Remote Client cannot be installed on the same computer as the Administrative Workstation.

• If you created an automated installation using the instructions in

“Installing the Network Client” on page 65 , see

“Performing an Automated Installation”

in the following section.

• If you did not create an automated installation, see

“Performing a Manual Installation” .

Performing an Automated Installation

Installing the Infor CRM Client using an automated installation configures the Client computer with the settings selected when the installation was built.

When installing Infor CRM using an automated installation, third-party (prerequisite) applications are not installed. Third-party applications must be installed separately. Installations for these applications can be found in the Redist folder on the Infor CRM media.

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Configuring the Remote Client

To run

1. Distribute the entire folder structure created during the automated installation to the remote computer.

2.

Instruct the Remote user to double-click Saleslogix Remote Client.msi in the root folder.

3.

Install the Remote user database as detailed in “Installing the Remote User Database” on page 99 .

Performing a Manual Installation

Run a manual installation if you do not want to install some components or if you want to change the installation location.

To run

1. On the Installation screen, click Client Installations.

2.

On the Installation screen, click Install Remote Client.

If the installation does not detect the necessary prerequisites, you will be prompted to install them. Click

Install to allow Infor CRM to install the required components or Cancel to stop the installation.

3.

On the Welcome and License Agreement screens, read the information and accept the agreement, and then click Next.

4.

On the Setup Type screen, select an installation type, and then click Next.

• Click Complete to install the most common components.

• Click Custom to install only certain components or to change the installation location. Use the Custom Setup screen to enable or disable items for installation.

5.

On the remaining screens, click Install and Finish to complete the installation.

After installation, you must install the Remote user database as outlined in the following section.

Installing the Remote User Database

Before logging on to the Remote Client, you must attach the Remote database using the Remote Database Setup dialog box.

The connection contains the following values:

• The Database Name is set to SLXRemote.

• The Server Name is set to the name of the Remote user’s computer.

To change this value, right-click My Computer on your desktop, and click Properties. The computer name appears on the Computer Name tab.

• The User name is set to sa.

• The sysdba password is set to Ma$t3rk3y.

When attaching the remote database, if the sysdba user does not exist, the user is created with a password set to

Ma$t3rk3y. If the sysdba user already exists in the remote Microsoft SQL instance, then the sysdba user’s password remains unchanged. However, the database installation sets the sysdba password in the Connection

Manager to Ma$t3rk3y. Therefore, if the sysdba password on the remote database is set to a value other than

Ma$t3rk3y, the Remote user must open the Connection Manager and change the sysdba password to the value in their database.

To install

1. Browse to the location of the Remote user database. The database file name is SLX_userid_dat.sxd.

2.

Double-click the Remote database.

3.

In the Infor CRM Attach Remote dialog box click OK to confirm a successful installation.

If more than one Microsoft SQL Server instance is detected, you must select the instance you want to use in the

Select the name of the SQL instance to use dialog box.

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Configuring the Remote Client

The Attach Remote utility assumes the sa password is SLXMa$t3r. If you did not install Microsoft SQL Express using the Infor CRM installation, you may have to change the sa password in the Remote Database Setup dialog box before the database can be successfully attached.

Creating the Database Login

If you manually attach the SQL databases instead of using Attach Remote, you must enable the sysdba user or the

CRM database will not be listed in the Connection Manager. This task is only necessary if attaching the database manually.

To configure the sysdba user

1. In the SQL Server Management Studio dialog box, on the Tools menu, click SQL Server Query Analyzer.

2.

If you are not connected to the server, the Connect to SQL Server dialog box opens. In the Connect to SQL

Server dialog box: a.

In the SQL Server box, select your server.

b.

Type the system administrator (sa) password.

c.

Click OK.

3.

On the File menu, click Open, and browse to sysdbafix_script.sql.

This script is located in the Database folder on the DVD.

4.

In the Query dialog box: a.

In the DB box, select your new database.

b.

Click Execute Query (the green arrow) to start the script.

The number of orphaned users fixed with this statement should be 1.

5.

Exit the Query dialog box and the SQL Server Management Studio.

After running the sysdbafix_script.sql, refresh the SQL Server Management Studio to display the sysdba user in the database.

Starting the Remote Client

After installation, the user who installed Infor CRM must log on to the Client computer(s) for the first time and launch various applications. This process creates the necessary registry entries for each application and creates a connection to the Remote database.

If the standard user does not have rights to install Infor CRM, an admin user must start the Client application. If the standard user has installation rights, he/she can simply log on and begin using Infor CRM. The Infor CRM Client must write to restricted areas of the registry. Therefore, once an admin user has logged on to the Client, a standard user can read from the registry’s restricted area.

To start

1. On the Start menu, point to Programs, point to Saleslogix, and then click Infor CRM Client.

2.

In the Please log on dialog box: a.

Type your Username and Password.

b.

In the Log on to box, ensure the correct database connection name displays (for example, SLXRemote). c.

Click OK.

3.

Open the SLMailClient.exe.

By default, the Mail Client is installed in ...\Program Files\Saleslogix\SLMail.

4.

(Optional) Configure synchronization of the Remote user’s database to run automatically when the user is logged on to the main office database.

For more information on automated synchronization, see the “Infor CRM Synchronization Client” topic in the Infor CRM Client Help.

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Configuring the Remote Client

Creating a SpeedSearch Schedule

You can set a schedule on the Remote user’s computer to determine when SpeedSearch indexes are run. If a schedule is not set and your Host updates indexes when the Remote computer is turned off, the indexes on the

Remote are updated when the user starts their computer. This update may delay the user as he/she cannot immediately start their work.

To create

1. On the Infor CRM Client Tools menu, click SpeedSearch Options.

2.

In the Index list, select the index(es) for which you want to set a schedule.

3.

In the Full Update section, select the date and time you want the index(es) to complete a full update.

4.

In the Daily Update section, select how you want to schedule daily incremental updates.

• When Infor CRM Opens - All enabled indexes are updated when you open the Infor CRM Client.

• When Infor CRM Closes - All enabled indexes are updated when you close the Infor CRM Client.

• Once at - Select the time of day that you want to update all enabled indexes.

• Repeat Every - Select or type how often you want all enabled indexes to be updated.

5.

Click OK.

After completing this chapter...

You have completed the

“Remote User Tasks” checklist. If your implementation includes:

• Remote Offices: proceed with

Chapter 13, “Configuring a Remote Office”

•

Offline Web Client: proceed with Chapter 14, “Configuring Offline Web Clients”

• Infor CRM Xbar for Microsoft Office, see

“Installing Xbar for Microsoft Outlook” on page 121 .

If your implementation does not include additional components, you can now begin using Infor CRM.

Infor CRM Implementation Guide 101

Configuring the Remote Client

102 Infor CRM Implementation Guide

Chapter

13

Configuring a Remote Office

Before beginning this chapter...

Configure the Sync Server as described in

Chapter 11, “Configuring Synchronization” .

Delete the PortalDeployments.xml from the Application Architect as described in

“Enabling the Windows Remote Clients

Portal to Display” on page 48 .

Use the instructions in this chapter to...

Install and configure a Remote Office. These tasks are required for installations that include a Remote

Office(s).

A Remote Office consists of a group of users who access a Remote Office database. Unlike Remote users, these users do not individually synchronize with the main office. Instead, synchronization occurs when the Remote Office database synchronizes with the main office. A Remote Office may support any combination of Network and Web Client users.

The main office’s Administrator manages the Remote Office and Remote Office users.

Remember that SQL 2005 Native client is required on the computer that creates Remote databases.

Configuring the Remote Office Profile

Before configuring the Remote Office profile, you must have a Remote Office license(s) installed. One license is required for each Remote Office.

To configure

1. On the Administrator Navigation Bar, click Systems, click the Offices tab, and then double-click the Remote Office name.

2.

On the Sync Options tab in the Office Description box, type the Remote Office name.

3.

Under Remote Office Options: a.

Use the Synchronize Changes check box to activate or deactivate synchronization for this remote office.

Select this option only after you install and configure the Remote Office Sync Client, and the database is ready to accept synchronization files.

b.

Ensure the Sequence Files Before Apply check box is selected to check for missing, duplicate, or incorrect index numbers in Transaction Exchange Files (TEFs) before changes are made to the main office database.

If this option is selected, the Archives folder stores a copy of all files sent to the main office. Once a confirmation is received from the main office that all files were successfully transferred, the archives are deleted.

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103

Configuring a Remote Office c.

Click Transfer Options. In the Transfer Options dialog box:

• In the Sync Transfer Profile box, select the Remote Office’s method of synchronization.

Your choices depend on the system sync transfer profiles configured in

“Creating Synchronization Transfer

Profiles” on page 87 .

• Click Custom Settings to enter a login and password for the Remote Office.

• Click OK.

4.

Under Shared Paths: a.

In the Logging box, type the location of the Remote Office logging folder using UNC conventions and the shared names.

For example, \\MyServer\RemOffice Sync Logs, not \\MyServer\C:\RemOffice Sync Logs.

It is not possible to use a logging path on a different (trusted) domain if the SLX Service is using the local system account. To use a logging path on a different domain, you must change the SLX Service from the local system account to a domain user with rights on both domains.

b.

In the Library box, type the location of the Remote Office Library folder using UNC conventions and the shared names.

For example, \\MyServer\Library, not \C:\RemOffice Sync Logs\Library.

c.

In the Attachments box, type the location of the Remote Office Documents folder using UNC conventions and the shared names.

For example, \\MyServer\Documents, not \\MyServer\C:\RemOffice Sync Logs\Documents.

If you are connected to the network, browse to the Remote Office folders.

5.

Click OK.

Adding Users to a Remote Office

After configuring the Remote Office profile, assign Network and/or Web Users to the Remote Office.

To add

1. If necessary, use Administrator to create users as described in

“Creating Users” on page 60 .

2.

In the User Profile dialog box, click the Sync tab.

3.

Under General, in the Location box, select the remote office to which you want to assign the Network users.

The Web user option will not be available.

4.

Click OK.

5.

Repeat this procedure for all Remote Office Network users.

Creating a Remote Office Database

Create Remote Office databases using Administrator.

When a remote database is created, it uses the host server collation settings. When the database is sent to the remote it will use the SQL Express installation collation settings.

When you install the Remote Client and use the Infor CRMmedia to install SQL Express the installation will automatically have the correct collation regardless of the Windows System Locale settings.

However, if you install SQL Express using a standalone install prior to installing Infor CRM then you must ensure that the collation is set correctly as per the Host Database, otherwise where the Windows System

Locale is anything other than English (US), SQL Express will use the Windows System Locale settings to determine your collation and it will be incorrect.

For more information, see the Knowledgebase article called Understanding Collation and Remote Databases.

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Configuring a Remote Office

To create

1. On the Administrator Tools menu, click Create Remote Office Databases.

2.

In the Create Databases dialog box, under Available Remote Offices, select the office(s) for which the database(s) will be created, and click the arrow to move them to the Selected Remote Offices box.

The default database settings were configured in

“Setting Database Options” on page 41

. To change the settings for this office only, click Options and make the changes.

3.

Each database is placed in the folder specified in the Create Remote DB in server directory box on the Tools >

Options > Database tab. To create the database(s), do one of the following.

• To create the database(s) immediately, click Now.

• To create the database(s) at a later time, click Later.

• In the calendar, select a date and time, and then click OK.

The Administrator is unavailable when the timer is active.

• The Create Databases dialog box displays a countdown to the scheduled date and time.

A test is performed to ensure that the settings are configured and that the database can be created in the chosen location.

The database is created with the file name SLX_sitecode_dat.sxd.

4.

Click OK to confirm successful completion.

Transfer the database to the remote office database computer. If the computer is connected to the network, create a folder on the Administrative Workstation and copy the database to the folder. Share this folder so the remote office’s computer has access to it.

If the Remote Office computer is not connected to the network, copy the database to the office’s computer using some form of removable media. Another option is to zip the database, e-mail it to the Remote Office, and then copy it to the

Remote Office’s computer and unzip it.

Installing the Web Host

If the Remote Office will be using the Infor CRM Web Client, you must install the Web Host. Follow the instructions detailed in

“Configuring the Web Host” on page 47

.

Installing a Remote Office

The Remote Office is the computer that processes synchronization files and ensures that the main office and Remote

Office database contain the same information. Because the synchronization process is resource intensive, do not install the Remote Office on the same computer as the Remote Office database. Rather, install the Remote Office on a dedicated computer with direct access to your network.

To install

1. On the Infor CRM Installation screen, click Server Installation.

2.

On the Server Installation screen, click Remote Office Server.

If the installation does not detect the necessary prerequisites, you will be prompted to install them. Click

Install to allow Infor CRM to install the required components or Cancel to stop the installation.

3.

On the Welcome and License Agreement screens, read the information and accept the agreement, and then click Next.

4.

On the Setup Type screen, select an installation type, and then click Next.

• Select Complete to install all components on this computer.

• Select Custom to install only certain components or to change the installation location. Use the Custom

Setup screen to enable or disable items for installation.

5.

Depending on your installation type, you will be prompted to enter some or all of the following information on the installation screens:

Infor CRM Implementation Guide 105

Configuring a Remote Office

• Use Local System Account - Select this option if the local user account has the correct security permissions to install Infor CRM.

If you do not select this option, set the information for the Infor CRM Service user you created as described in

“Permissions Required for the SLXService User (without Administrator rights)” on page 14

.

• Domain - Type the network domain where you created the Infor CRM Service user.

• User Name - Type the name of the Infor CRM Service user (for example, SLXService).

• Password and Confirm - Type the Infor CRM Service user’s password.

• Port Change button - Changes the port number used for communication between the Clients and Saleslogix

Server. In most implementations, the default port number does not need to be changed. However, if you have another application or service using port 1706, you should change the port number to an unused port.

•

Configure IIS for the Web Server - Select this check box if your installation includes the Saleslogix Client and\or SData portals. This makes necessary modifications to IIS.

6.

On the remaining screens, click Install and Finish to complete the installation.

Installing the Remote Office Database

Note the following when using SpeedSearch at your remote office:

• If the SpeedSearch Service is started before you install the Remote Office database, no SpeedSearch indexes are created.

• If the SpeedSearch Service is started after the Remote Office database is installed, but before the first Sync Client cycle, the SpeedSearch indexes are created but there are no documents in either the Library or Documents folder.

A search will not find anything until the first schedule for those indexes is run.

• If you rename the database in the Attach Remote utility, you must complete additional steps to ensure the

SpeedSearch indexes are created. See the “SpeedSearch Indexes Not Built For New Database” troubleshooting topic in the Administrator Help for more information.

To install

1. Browse to the location of the Remote Office database. The database file name is SLX_sitecode_dat.sxd.

2.

Double-click the remote database.

3.

In the Remote Database Setup dialog box, click OK.

4.

In the Infor CRM Attach Remote dialog box click OK.

If more than one Microsoft SQL Server instance is detected, you must select the instance you want to use in the

Select the name of the SQL Server instance to use dialog box.

After installing the Remote Office database, you are ready to start the Remote Office Synchronization Client.

Creating the Database Login

If you manually attach the SQL databases instead of using Attach Remote, you must enable the sysdba user or the

Infor CRM database will not be listed in the Connection Manager. This task is only necessary if attaching the database manually.

To configure the sysdba user

1. In the SQL Server Management Studio dialog box, on the Tools menu, click SQL Server Query Analyzer.

2.

If you are not connected to the server, the Connect to SQL Server dialog box opens. In the Connect to SQL

Server dialog box: a.

In the SQL Server box, select your server.

b.

Type the system administrator (sa) password.

c.

Click OK.

3.

On the File menu, click Open, and browse to sysdbafix_script.sql.

This script is located in the Database folder on the DVD.

4.

In the Query dialog box:

106 Infor CRM Implementation Guide

Configuring a Remote Office a.

In the DB box, select your new database.

b.

Click Execute Query (the green arrow) to start the script.

The number of orphaned users fixed with this statement should be 1.

5.

Exit the Query dialog box and the SQL Server Management Studio.

After running the sysdbafix_script.sql, refresh the SQL Server Management Studio to display the sysdba user in the database.

Deploying Web Portals for the Remote Office

Remote Offices can support both Windows Network Client users and Web Client users. Each type of user requires that you use the Application Architect installed at the main office to deploy the relevant portal(s).

For the Web Client user, the required portals are:

• SlxClient

• SData

• SlxJob Service

For the Windows Network Client, the required portal is:

• SData

If your Remote Office supports both Web Client users and Windows Network Client users, your Network Client users can use the SData portal deployed for your Web Client users.

Ensure you run a synchronization cycle on the Host before deploying the Web site (see “Starting the

Synchronization Server” on page 93 ). The sync cycle creates the PortalDeployments folder required for the Web

site deployment.

To deploy portals for the Web Client user

1. On the Application Architect View menu, click Deployment Explorer.

2.

In the Deployments tree view, double-click Remote Sales Client.

3.

In the Name box, type a name for the deployment.

4.

In the Description box, type a description for this deployment.

For example, “Portals to support the Web Client at the Remote Office.

5.

In the Deployment Targets tree view, click Remote Office(s).

The Remote Office Target Settings appear.

a.

In the Server box, type the name of your Web Host server.

If you did not install the Web Host, and you are deploying to a separate Web server, type the name of your

Web server.

b.

Ensure the Deploy Target check box is selected.

This indicates the target is active and should be deployed.

c.

In the Port box, type the port number for your Web Host server. It must match the port for the Web site.

d.

In the App Pool box, type the name of the application pool for your Web site.

For example, if you used the Saleslogix Web site, the App Pool is Saleslogix.

6.

In the Company Name list, select the Remote Office(s) to which you want to deploy the Web Client.

7.

Select the tab for each portal you want to deploy (SlxClient, SData, and\or SlxJobService): a.

In the Virtual Directory box, type the alias name for the virtual directory.

b.

In the Sub Directory box, type the folder name where all portal files will be copied under the target’s base directory.

Infor CRM Implementation Guide 107

Configuring a Remote Office c.

Ensure the Deploy Portal check box is selected.

This indicates the portal is active and should be deployed.

When the Inherit from Target check box is selected, the deployment uses the port and application pool settings of the current target to deploy the portal (these settings are specified under IIS Target

Settings). If necessary, clear this check box and set a different Port and App Pool for the portal.

8.

Click Save.

9.

Do one of the following:

• Click Deploy to deploy portals individually.

• Click Deploy All to deploy all portals in the Remote Office.

The RemoteManifest.xml file is created which contains the settings used by the remote registration services to add an existing IIS Web site or register the site with a server instance. When the Synchronization Server at the main office cycles, the portals are deployed to the remote.

To deploy the SData portal for the Windows Client user

1. On the Application Architect View menu, click Deployment Explorer.

2.

In the Deployments tree view, double-click Windows Remote Clients.

3.

In the Name box, type a name for the deployment.

4.

In the Description box, type a description for this deployment.

For example, “SData Portal at the Remote Office.”

5.

In the Deployment Targets tree view, click Remote Office(s).

The Remote Office Target Settings appear.

a.

In the Server box, type the name of your Web Host server.

If you did not install the Web Host, and you are deploying to a separate Web server, type the name of your Web server.

b.

Ensure the Deploy Target check box is selected.

This indicates the target is active and should be deployed.

c.

In the Port box, type the port number for your Web Host server. It must match the port for the Web site.

d.

In the App Pool box, type the name of the application pool for your Web site.

For example, if you used the Saleslogix Web site, the App Pool is Saleslogix.

6.

In the Company Name list, select the Remote Office(s) to which you want to deploy the Web Client.

7.

Select the tab for each portal you want to deploy (SlxClient, SData, and\or SlxJobService): a.

In the Virtual Directory box, type the alias name for the virtual directory.

b.

In the Sub Directory box, type the folder name where all portal files will be copied under the target’s base directory.

c.

Ensure the Deploy Portal check box is selected.

This indicates the portal is active and should be deployed.

When the Inherit from Target check box is selected, the deployment uses the port and application pool settings of the current target to deploy the portal (these settings are specified under IIS Target

Settings). If necessary, clear this check box and set a different Port and App Pool for the portal.

8.

Click Save.

9.

Click Deploy All to deploy all portals in the Remote Office.

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The RemoteManifest.xml file is created which contains the settings used by the remote registration services to add an existing IIS Web site or register the site with a server instance. When the Synchronization Server at the main office cycles, the portals are deployed to the remote.

Starting the Remote Office Synchronization Client

The first time the Remote Office Synchronization Client runs, the synchronization folders are created under the root

RemOffice Sync Logs folder. This process only occurs if you configured the shared paths to the Remote Office

(

“Configuring the Remote Office Profile” on page 103

) and shared the RemOffice Sync Logs folder.

The synchronization cycle processes the portal(s) deployed from the main office and allows access to the Web site.

The following files are created under the main RemOffice Sync Logs folder.

• Archives

• Infiles

• WGLogs

• What’s New.tlg

To start

1. Click Start, point to Programs, point to Saleslogix, and then click Synchronization Client.

2.

In the Log on to dialog box: a.

In the Database box, select the Remote Office database to which you want to log on.

b.

Click OK.

The Remote Office Sync Client assumes you are logging on as the system administrator.

3.

In the Synchronization Client dialog box, click Execute.

The Remote Office Server creates the synchronization folders under the main RemOffice Sync Logs folder.

4.

Click Close when the “Sync Process Completed” message appears.

Remember to select the Synchronize Changes option on the Administrator > Systems > Offices >

Remote Office > Sync Options tab to activate synchronization for this remote office.

You can choose to run the Remote Office Synchronization Client as a service. For more information, see the Infor CRM Client Help topic called “Running the Remote Office Synchronization Client as a Service”.

Installing Remote Office Network Clients

To install Network Clients in the Remote Office, refer to

“Installing Network Clients” on page 65 .

Configuring Remote Office Web Clients

After installing and configuring the Web Remote Office, you must provide access to the Remote Office for Web Client users. Use the following URL format: http://servername:port/<virtual directory name>. For example, http://servername:8086/SlxClient.

Infor CRM Implementation Guide 109

Configuring a Remote Office

.

After completing this chapter...

You have completed the

“Remote Office Tasks”

checklist. If your implementation includes:

• Offline Web Clients, proceed with

Chapter 14, “Configuring Offline Web Clients” .

• Infor CRM Xbar for Microsoft Office, see

“Installing Xbar for Microsoft Outlook” on page 121

.

If not, you can begin using Infor CRM.

110 Infor CRM Implementation Guide

Chapter

14

Configuring Offline Web Clients

Before beginning this chapter...

Configure the Sync Server as described in Chapter 11, “Configuring Synchronization”

.

Use the instructions in this chapter to...

Install and configure Offline Web Clients. These tasks are required for installations that include Offline Web

Client users.

Offline Web Client users are remote users that connect to their local database using the Web Client. Synchronization is used to transfer changes between the Offline Web Client user’s database and the main office database.

• Offline Web Client users cannot request attachments.

• Offline Web Clients cannot set a SpeedSearch schedule.

Configuring the Offline Web Client User

Offline Web Client users must be created as Remote users in the Administrator. Remote user profiles must contain synchronization and subscription information.

To create Remote users that will access Infor CRM using the Web Client, refer to the following sections:

•

“Planning for Remote Users” on page 95

- to determine subscription rules.

•

“Creating Users” on page 60

- to add Remote users. Offline Web Clients users are added in the Administrator as

Remote users.

•

“Setting Synchronization Options” on page 96 - to configure how the Offline Web Client user synchronizes with the

main office.

•

“Configuring Roles” on page 72

- to configure Web Client access for Offline Web Client users.

•

“Creating a Remote User Database” on page 97 - to create the remote database.

After adding Remote users, setting synchronization options, and creating remote databases, install the Offline Web

Client.

Web Client and Customer Portal help files are hosted by Infor at an external location and are available to users over the internet. To enable Offline Web Client users to access help while they are not connected to the internet, you must install the help files in a local location. For instructions on how to perform this task, see the

Application Architect help file topic called Upgrading Customized Help.

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111

Configuring Offline Web Clients

Deploying Web Portals for the Offline Web Client Users

The Web Portals are:

• SlxClient

• SData

• SlxJob Service

Use the Application Architect to deploy the Infor CRM Web portals.

Ensure you run a synchronization cycle on the Host before deploying the Web site (see

“Starting the

Synchronization Server” on page 93

). The sync cycle creates the PortalDeployments folder required for the Web site deployment.

Offline Web Clients must be deployed using the Virtual File System (VFS). Deployments created from a local file system are not supported and will not function correctly.

To deploy

1. On the Application Architect View menu, click Deployment Explorer.

2.

In the Deployments tree view, double-click Remote Sales Client.

3.

(Optional) In the Name box, type a deployment name. For example, Offline Web Clients.

4.

In the Description box, type a description for this deployment.

5.

In the Deployment Targets pane, click Remote Users.

The Remote User Target Settings appear.

6.

In the Remote User Target Settings pane, click Add.

7.

In the Select Remote User(s) dialog box, select the remote users who will receive the Offline Web Client deployment.

8.

On the SlxClient tab: a.

In the Virtual Directory box, type the alias name for the virtual directory.

By default, the Virtual Directory is SlxClient.

b.

In the Port box, type the port number for the Web site.

The Infor CRM Web Server requires its own port for each portal instance. The port for each portal must be unique.

c.

Ensure the Deploy Portal check box is selected.

This indicates the portal is active and should be deployed.

9.

Click Save.

10. Click Deploy.

The RemoteManifest.xml file is created which contains the settings used by the remote registration services to add an existing IIS Web site or register the site with a personal server instance.

Running a Synchronization Cycle

After deploying the Web site, a synchronization cycle must run to deploy the portal to remotes. Synchronization is set to run automatically every 30 minutes. You can run a manual synchronization cycle immediately or wait for an automated cycle to complete.

Understanding the Offline Web Client Installation

Users do not need administrator rights to install or run the Offline Web Client. However, the Offline Web Client installation installs third-party prerequisites if they are not detected on the user’s computer. Administrator rights are required to install the following:

112 Infor CRM Implementation Guide

Configuring Offline Web Clients

• Microsoft SQL Express 2012

If Microsoft SQL Express 2012 is not detected, Infor CRM will install it. If a previous version of Microsoft

SQL Express with an Infor CRM instance is detected during the Infor CRM installation, the Infor CRM instance will be upgraded and 2012 will be installed in addition to the earlier version.

• .Net Framework 4.5.1 installed in Integrated mode

• Microsoft SQL 2005 Backwards Compatibility

• .Net AJAX Extensions

• Internet access to Microsoft.com

You can grant the user installing the Offline Web Client administrator rights or install all the required prerequisites before running the Infor CRM installation.

Installing Without Administrator Rights

To install the Offline Web Client without administrator rights, ensure you have installed all the prerequisites listed in the previous section. If the Offline Web Client installation does not detect the necessary prerequisites and the user running the installation does not have administrator rights, the Offline Web Client installation will not complete.

Installing With Administrator Rights

To install the Offline Web Client and the required prerequisites, you must grant the user administrator rights for the computer on which you are installing Infor CRM. See your Microsoft documentation for instructions on granting administrator rights using one of the following options:

• Add each user to the local machine’s Admin group for the duration of the implementation.

• Use a domain user account that is a member of the domain admin group for the duration of the implementation.

Installing the Offline Web Client

The Infor CRM Personal Web Server is installed with the Offline Web Client to host the Infor CRM portals on the

Remote computer. Therefore, IIS is not required on the Remote Client computer.

To install

1. On the Infor CRM Installation screen, click Client Installations.

2.

On the Client Installation screen, click Install Offline Web Client.

3.

On the Welcome screens, read the information and then click Next.

4.

On the remaining screens, click Install and Finish to complete the installation.

Installing the Remote User Database

Install the Offline Web Client database using the steps outlined in

“Installing the Remote User Database” on page 99

.

Running a Synchronization Cycle

Users must run a synchronization cycle before they can log on to the Web Client. The synchronization cycle processes the portal(s) deployed from the main office and allows access to the Web site.

To run

1. On the Start menu, point to Programs, point to Saleslogix, and then click Synchronization Client.

Infor CRM Implementation Guide 113

Configuring Offline Web Clients

2.

Log on using your Infor CRM user name and password.

3.

Click Sync Now.

Logging on to the Web Client

After running a synchronization cycle to set up the portal, you can log on to the Web Client using the system tray icon.

To log on

1. Right-click the system tray icon, and then click Open Site.

2.

Log on using the standard Web Client log on screen.

Installing Office Integration

.

Offline Web Client users must download and configure the Office Integration Module to use Mail Merge and Drag and

Drop functionality. See

“Installing Office Integration” on page 74 for details.

After completing this chapter...

You have completed the

“Remote User Tasks” checklist.

If your implementation includes Infor CRM Xbar for Microsoft Office, see “Installing Xbar for Microsoft Outlook” on page

121

.

If not, you can begin using Infor CRM.

114 Infor CRM Implementation Guide

Part IV

Appendices

Infor CRM Implementation Guide 115

116 Infor CRM Implementation Guide

Appendix

A

Creating a Database for Oracle

Before beginning this chapter...

Verify you have installed the prerequisites and created and shared the logging folders as described in

Chapter 2,

“Preparing Your Environment” .

Having an experienced Oracle database administrator (DBA) to properly administer, tune, and maintain the CRM database, especially in a UNIX environment is strongly recommended. The Infor CRM Planning Guide provides a discussion of the Oracle database platform and implementation considerations.

The instructions in this chapter are provided as an example of creating an Oracle database for Infor CRM. This information can be safely used in a demonstration environment. For production systems, your Oracle DBA may use the information in the Infor CRM scripts as an example, but the database should be created by your

DBA specifically for your environment.

To create a database for Oracle, you must do the following:

1. Create an Oracle database instance

2.

Create a Net Service Name

3.

Configure the Oracle database

4.

Import the database structure

5.

Index the database

6.

Add database views

Creating an Oracle Database Instance

Refer to your Oracle documentation to create a database on UNIX. In a demonstration environment, you can accept the Oracle defaults for the Infor CRM database.

Ensure the Infor CRM database is placed in its own instance.

Creating a Net Service Name

After creating the database instance, you must create a Net Service Name (also called database alias).

Refer to the Oracle documentation for instructions to create a database alias.

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117

Creating a Database for Oracle

Configuring the Oracle Database

After creating the database instance and Net Service Name, you must configure the database for Infor CRM. This process is automated using scripts provided by Infor CRM. Depending on your Oracle version, use SQL *Plus

Worksheet or SQL Developer to perform the following tasks:

• Create permanent, temporary, and index tablespace and data files.

• Create an Oracle database login.

You must run the scripts used to complete these tasks in a specific order. If you do not run the scripts in the order outlined in the following sections, they do not work.

When running the scripts, you must log on with the Oracle sysdba option. Log on as “sys” with the Connect as option set to sysdba.

Due to legacy requirements of an earlier database platform, the name of the Infor CRM schema owner is sysdba.

Creating Tablespaces and Data Files

A tablespace logically organizes data in an Oracle database, while physically storing the data in one or more associated data files. To use Oracle with Infor CRM, you must create the permanent (SLX_DATA), temporary

(SLX_TEMP), and index (SLX_INDEX) data files.

The CreateOracleSpace.sql script must be run as the sys user using the sysdba role.

To create

1. Open the CreateOracleSpace.sql script.

The script is located in the Database\Oracle folder on the Infor CRM Media.

2.

Modify the Tempfile and Datafile paths as appropriate for your environment.

If necessary, you can also modify the script to ensure that tablespace and data files are sized correctly.

3.

Log on to SQL *Plus Worksheet or SQL Developer.

4.

In the Login Information dialog box: a.

In the Username box, type sys.

b.

In the Password box, type the corresponding system password.

c.

In the Service box, type the name of the database instance.

d.

Verify that Connect As is set to sysdba.

e.

Click OK.

5.

On the File menu, click Open.

6.

Browse to the CreateOracleSpace.sql script.

7.

To load the script into the Query section, click Open.

8.

To run the script, click Execute.

9.

Run the script as described in the following section to create the database login.

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Creating a Database for Oracle

Creating the Database Login

To connect to an Oracle database, a user must have a login name in the database and privileges to perform specific database operations. Since Infor CRM uses sysdba to log on to the Oracle database, you must create a new login for the sysdba user and grant the appropriate privileges.

The CreateOracleUser.sql script must be run as the sys user using the sysdba role.

To create

1. Open Oracle SQL *Plus Worksheet or SQL Developer.

2.

On the File menu, click Open.

3.

Browse to the CreateOracleUser.sql script.

The script is located in the Database\Oracle folder on the Infor CRM Media.

4.

To load the script into the Query section, click Open.

5.

To run the script, click Execute.

After creating the database login, you must import the database structure. Do not change the sysdba password before importing the database structure. If you change the password prior to importing the database structure, the import fails.

Importing the Database Structure

Infor CRM uses a DMP file to import the database structure into the Oracle database. The DMP file copies the default views, pick lists, reports, plugins, and other system information to the Oracle database. The DMP files are located in the Database\Oracle folder on the Infor CRM Media.

The SLX_Blank.dmp file creates the blank Infor CRM database. To create an evaluation database, run the

SLX_Eval.dmp file.

Before importing the database structure, do the following:

• If running Oracle on UNIX, FTP the DMP file(s) to the Oracle Server.

• If running Oracle on Windows, copy the DMP file(s) to the Oracle Server.

To import

1. On the Oracle Server, open a command window.

2.

Type imp USERID='sys/sys_password@database_instance_name AS SYSDBA' fromuser=sysdba touser=sysdba grants=n statistics=none ignore=y file=absolute path to the location of the .dmp file\SLX_Blank.dmp.

For example, if the database instance name is SLX, and it is located in the C:\Oracle\Databases folder, the command line would be imp USERID=’sys/sys_password@SLX AS SYSDBA’ fromuser=sysdba touser=sysdba grants=n statistics=none ignore=y:

FILE=C:\Oracle\Databases\SLX_Blank.dmp

The next step...

If you are completing task 5 of the “Required Tasks”

checklist, refer to

Chapter 3, “Installing Infor CRM” to install Infor

CRM.

Infor CRM Implementation Guide 119

Creating a Database for Oracle

120 Infor CRM Implementation Guide

Appendix

B

Installing Xbar for Microsoft Outlook

If your implementation includes Xbar for Microsoft Outlook, notify the Infor CRM users to install it and to configure

Outlook Integration.

Infor CRM Xbar for Microsoft Outlook is an add-in to Infor CRM that embeds the functionality of CRM into Microsoft®

Outlook®. Infor CRM Xbar for Microsoft Outlook enables users to access their most important CRM information and functionality through a window that is “docked” within the Outlook interface.

Users can access a wide range of information and activities, including interaction history, follow-up action items, leads generated from e-marketing campaigns, and opportunity management. Users work with and modify the CRM information, taking actions and updating the information as necessary, all from within Outlook and without losing sight of the Microsoft Outlook inbox.

Installation order

Xbar for Microsoft Outlook must be installed on each user’s machine. In most cases, the user performs the installation him or herself. To enable the installation to be successful, the Administrator must do the following:

• Ensure users have the correct role. Each Xbar user must have been assigned the Standard User Role in the Core product. For information on assigning user roles, see the topic called "User Detail View" in the Web Client help.

• Ensure that users have Power User rights or greater for their computers.

• Copy the Infor CRM Xbar Setup.exe set up files to the location where it can be accessed by your users. See

“Copying the setup files” on page 121

for more information.

• Provide users with instructions for installing Xbar for Microsoft Outlook, and with their connection credentials. See

“Providing connection credentials” on page 122

for more information.

Copying the setup files

The Infor CRM Xbar Setup.exe is provided on the Infor CRM media. To make the install available, do the following:

• Infor CRM Web Client users install Infor CRM Xbar from the Web Client Tools, Options, General tab, where there is an Install Xbar for Outlook button. To enable this button to function correctly you must copy the Infor

CRM Xbar Setup.exe to C:\inetpub\wwwroot\SlxClient\Libraries\DesktopIntegration. .

You must re-copy the Infor CRM Xbar Setup.exe to

C:\inetpub\wwwroot\SlxClient\Libraries\DesktopIntegration after each re-deployment of the Web

Client portal.

• Infor CRM Windows Network Client users must manually launch the setup.exe. Copy the Infor CRM Xbar

Setup.exe to a convenient location and share that location with your users.

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121

Communicating installation instructions

Provide your Infor CRM Web Client users with the following installation instructions:

Infor CRM Web Client users

1. Sign in to the Infor CRM Web Client, expand the Tools menu and then click Options.

2.

Click the General tab, and then click Install Xbar for Outlook.

3.

Follow the installation instructions on screen.

Infor CRM Windows Client user:

1. Browse to the location provided by your Infor CRM Administrator and copy the Infor CRM Xbar Setup.exe to any convenient folder.

Ensure you have Write permissions to the folder where you are saving the file. You can check permissions on the

Security tab on the folder properties. Ensure the folder path is as short as possible, as there is a 57 character limit.

2.

Click Infor CRM Xbar Setup.exe , and then click Install.

Providing connection credentials

Users will require connection strings, user names, and passwords to be able to successfully sign into Xbar. Share the following information with each of your Xbar users:

• User Name: Type your username. This is the username you use to log on to the CRM Clients.

• Password: Type your password. This is the password you use to log on to the CRM Clients.

• Service URL: This is the URL for your SData portal. For example: http://web.address.com/Sdata.

• Client URL: This is the URL for your Windows or Web Client. For example, http://web.address.com/SLXClient.

This field is a connection to the Web Client. It is not required but if it is left blank, you will be unable to launch the Web Client from the icon within Xbar. If this field is left blank and the Windows Client is installed on your machine, clicking the icon within Xbar will open the Windows Client.

The first time Microsoft Outlook is opened after installing Infor CRM Xbar, each user will be invited to configure the

Outlook Connector. Instruct users to follow the instructions in the Online Help topic provided.

122 Infor CRM Implementation Guide

Appendix

C

Customizing Client Installations

You can create customized installations of the Infor CRM Client and make them available to Network and Remote users to install. The user then installs Infor CRM using the custom configuration file. This feature is only supported for the Network and Remote Client installations.

Installing Infor CRM using the customized installation Infor CRM does not install third-party (prerequisite) applications. Third-party applications must be installed separately. Installations for these applications can be found in the Redist folder on the Infor CRM media.

To create a customized Client installation

1. Open a command prompt.

2.

Type the following:

“<Path to the network client setup.exe>” /a /vTARGETDIR=<path to where you want the network generated installs>

3.

In the User Account Control box, click Yes.

The Infor CRM Install Wizard screen for the component you are installing appears.

4.

Click Next.

5.

In the Administrative Install Options window, click Modify default feature set.

6.

In the Select Install Features dialog, select the features you want to install.

Features with a cleared check box next to the name will not be included in the install.

7.

Click OK and then click Next.

8.

In the Network Location box, accept the default location or click the Change button to select a different location.

The location should be one available to anyone who will be installing, as the install you are creating will be saved to the location you specify.

9.

Direct your users to the location you specified in step 8.

10. Repeat steps 2 through 9 for each of the client installations you want to create (Network and Remote).

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124 Infor CRM Implementation Guide

Appendix

D

Silent Installations

Silent installs allow you to install Infor CRM components without any visible interface interaction, using command line prompts.

Commands and Options

The following table shows the basic MSIEXEC commands and options to use to install the Infor CRM components from the command prompt.

For a complete list of MSI options, run the following at the command prompt:

> msiexec /?

Feature Name

OLEDB Provider

Command Line Script

> msiexec /i "Saleslogix OLE DB Provider.msi"

ALLUSERSPROFILE="%ALLUSERSPROFILE%" /qb+

Administrative Tools and

Servers

> msiexec /i "Saleslogix Admin Tools and Servers.msi"

ALLUSERSPROFILE="%ALLUSERSPROFILE%"

SLXDBSERVER=<YOUR_SERVER_NAME>

/L*v <PATH><LOG FILE> /qb+

Web Host > msiexec /i "Saleslogix Web Host.msi"

ALLUSERSPROFILE="%ALLUSERSPROFILE%"

SLXDBSERVER=<YOUR_SERVER_NAME> /L*v <PATH><LOG FILE> /qb+

Remote Office Server

Network Client

> msiexec /i "Saleslogix Remote Office.msi"

ALLUSERSPROFILE="%ALLUSERSPROFILE%" /L*v <PATH><LOG FILE> /qb+

> msiexec /i "Saleslogix Network Client.msi"

ALLUSERSPROFILE="%ALLUSERSPROFILE%" /L*v <PATH><LOG FILE> /qb+

Network Remote Client > msiexec /i "Saleslogix Remote Client.msi"

ALLUSERSPROFILE="%ALLUSERSPROFILE%" /L*v <PATH><LOG FILE> /qb+

Offline Client > SlxOfflineClientSetup.exe /s /v"/qn /L*v <PATH><LOG FILE>"

Custom - Outlook

Integration

SlxDesktopIntegrationSetup.exe /s /v"/qn INSTALLDIR=\"C:\SLXDESKTOP\"

ADDLOCAL=OutlookIntegration

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Silent Installations

Setting Properties on the Command Line

Power users can set certain properties on the command line.

For the installs that setup a database connection

CONFIGSLXDB="YES" ("YES" is the default. Flag to determine whether or not we update the Infor CRM database.)

SLXDBUSER

SLXDBPSWD

SLXDBSERVER

SLXDBSERVERALIAS

SLXDBSERVERPORT

For the installs that can create a web site (for Web Host installs)

CREATEWEBSITE= "Yes" ("Yes" is the default. Flag to create a website.)

WEBSITENAME

WEBSITEDOMAIN

WEBSITEPORT

WEBSITEUSERNAME

WEBSITEUSERPSWD

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Appendix E

Advanced Web Host Configuration

To maximize performance, you may need to scale your Web implementation. The Web components can be scaled at any time after your initial implementation. This appendix explains how to scale the implementation and includes instructions for completing a manual configuration.

Scaling the Web Implementation

If many users access the client(s) simultaneously, you may need to add secondary Web Hosts to improve performance. Secondary Web Hosts are separate Web servers.

In addition to the number of concurrent users, other factors, including database size, Server hardware, and Web Host hardware, influence performance. The need for additional Web Hosts must be individually evaluated for each implementation.

To install a secondary Web Host

1. Follow the instructions in

“The WebDLL User” on page 15 .

2.

Install the Web Host as detailed in

“Configuring the Web Host” on page 47

.

3.

Using the Application Architect, deploy the portals to the secondary Web Host.

4.

In each user’s browser, make the Web site a Trusted site with the Default Level of security (Low).

Monitoring Active Thread Count

The recommended default thread setting is 32, and in most cases, it should not be necessary to modify this setting.

• Lowering the default thread setting is not recommended unless server responses are slow because of processing demands.

• Raising the default thread setting is not recommended, except in rare cases. For example, it may be helpful to raise the default thread setting if you are experiencing random 500 errors from IIS. It may also be helpful to raise the default thread setting in situations where many long-running, low-intensity actions are being performed by a user.

For best performance, create another Web site (virtual server) on the same machine or on a different machine rather than raising the default thread setting.

To monitor active thread count (ISAPI connections) on your Web Host after you complete the implementation, use the

Infor CRM counters in Microsoft System Monitor.

For more information, refer to

“Monitoring Web Host Performance” on page 130

.

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Advanced Web Host Configuration

Manually Configuring Web Hosts

If you prefer to manually create a Web site follow the instructions in this section.

Addressing Prerequisites

Address the following system prerequisites before continuing with your Infor CRM installation.

You do not need to apply these manual settings if you created your web site using the Infor CRM Web Host install.

•

IIS 7 - Use IIS Manager to enable 32-bit applications in the Saleslogix Application pool.

• In IIS Manager, open the Infor CRM Application Pool Basic Settings. In the .NET Framework version box, select .NET Framework version 4.0.30319.

• In the Managed pipeline mode box, select Integrated.

• Open the Application Pool Advanced Settings. Set “Enable 32-Bit Applications” to True.

Creating the Web Site(s)

To enable users to access the Web Client, create a Web site in IIS for each Web Host and virtual server.

To create

1. Use the IIS wizard to create each Web site with the following settings: a.

TCP port - Any available port greater than 1024.

Port numbers 1024 and less are reserved by Microsoft.

b.

Path to your home directory - For example, C:\inetpub\wwwroot.

c.

Pass-through Authentication:

• Click Connect As, and then click Specific User. Enter the credentials for your WebDLL user. For example, domain\WebDLL.

All other default settings in the wizard are acceptable.

2.

Right-click the name of each site, and then click Properties. Set the following options:

Tab

Web Site

Step(s) Notes

In the Features View pane > HTTP

Response Header > under Set

Common Headers. Select the Enable

HTTP Keep-Alives check box.

May improve performance slightly.

Directory Security In the Features view, under

Authentication, click Edit. Select the

Enable anonymous access check box, and set anonymous access to the

WebDLL user.

The anonymous user is the user name IIS uses to verify that the Web server has the appropriate security to access all necessary directories. Ensure you select the WebDLL user from your company’s domain and enter the correct password for the user.

Configuring Application Pool Permissions

You must configure the Application Pool for your Infor CRM Web site to ensure you have sufficient permissions to start the OLE DB Provider. The Web site is named Saleslogix, unless you changed it during Web Host installation.

See “Configuring Application Pool Permissions” on page 56 for detailed configuration steps.

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Advanced Web Host Configuration

Using Application Pools (Optional)

An application pool is a configuration that links one or more applications to a set of one or more work processes.

Because each application in an application pool is separate from other applications by work process boundaries, an application in one application pool is not affected by problems caused by applications in other application pools. This means that each pool can be restarted without affecting other applications.

By default, an application pool named Saleslogix is created when you install the Infor CRM Web Host. Moving Infor

CRM to an application pool is optional; it is not required to run Infor CRM Web components.

Using Firewalls

If your company uses firewalls, you must open certain ports to enable the Web components to function correctly. You can set up your Web Host(s) Server in a Demilitarized Zone (DMZ) as long as the ports for the Web sites are open to the outside. Internally, the Web Host(s) must be able to access the appropriate ports on the Database Server,

Saleslogix Server, and the server where the Documents and Library folders reside (typically the Synchronization

Server).

Assuming your Infor CRM Web servers sit between two firewalls (one connecting to the outside and the other to your

LAN), use the following table as a guideline.

Server

Database Server

Web Host

Port

1433 (MS SQL)

1706 (OLEDB)

1025 and/or other higher (HTTP port configured for each

Web site)

11211 (required for the Infor CRM Cache Server)

Synchronization Server*

(Shared Documents & Library folders)

NetBIOS

138 (UDP)

139 (TCP)

If using Domain Name Service (DNS), also open these:

135 (TCP/UDP - Remote Procedure Calls)

137 (TCP - DNS)

445 (TCP/UDP - DS)

Open on

Inside firewall

Inside firewall

Outside firewall

Inside firewall

Inside firewall

Inside firewall

Inside firewall

Inside firewall

Inside firewall

*The Documents and Library folders may be located on another machine, such as the Administrative Workstation (for example, if your organization does not use synchronization). Be sure to open the ports on the correct machine.

RPC Communication

When deploying the VFS from a Infor CRM server (running Application Architect) to a separate Web Host, the

Windows Firewall must be configured to ensure the proper Remote Procedure Call (RPC) communication.

To configure

1. Open Windows Firewall and click Advance Settings.

2.

Create a new inbound rule and select “Remote Administration” and then click Next.

3.

Select the check boxes for all the of the available rules.

4.

Click Next.

5.

Select Allow the Connection and then click Finish.

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Advanced Web Host Configuration

Monitoring Web Host Performance

You can install the Infor CRM counters for Microsoft System Monitor to measure the performance of your Web Host(s).

The monitor can help you identify peak times, shortcomings, and bottle necks.

To monitor

1. Open the Performance Monitor:

• (Windows 2008 R2 Server) From the Start menu, point to Programs, point to Administrative Tools, and click Reliability and Performance. Then, select Performance Monitor.

The Performance snap-in appears in the Microsoft Management Console.

2.

Click the Add button.

The Add Counters dialog box appears.

3.

Select the Use local computer counters option.

4.

In the Performance object box, select Web Service.

5.

Do one of the following:

• Select the All counters option.

• Select the Select counters from list option. Then, press CTRL and click each counter you want to use.

For more information on the function of each counter, select the counter and click Explain. A counter definition appears.

6.

Select the Select instances from list option, and then click Saleslogix.

7.

Click Add, and then click Close.

The Performance Monitor Chart appears, and you can view the activity of your server.

For more information on using Performance Monitor, refer to the Performance Monitor Help or the Microsoft MDSN

Web site.

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Appendix

Integrations

F

Integrations allow an exchange of data between Infor CRM and external applications and services. Infor CRM supports a number of Integrations. Each integration may communicate different information, or have different communication behavior.

Infor CRM Xbar for Microsoft Outlook

This integration type enables users to synchronize changes to contacts and activities between Infor CRM and

Microsoft Outlook. Outlook Sync includes:

• Synchronizing contacts

• Synchronizing your calendar activities.

You can choose to synchronize in both directions, from Infor CRM to Outlook only, or from Outlook to Infor CRM only.

Outlook Sync is part of Infor Xbar. Information about configuring Outlook Sync is documented in “Installing Xbar for

Microsoft Outlook” on page 117 .

Infor CRM Back Office Extension

For information about configuring Infor CRM Back Office Extension functionality, see Appendix E: Back Office

Integration on Chapter , “” on page 133 .

Sync for Gmail™

This integration type enable users to share information between Infor CRM and the user's Google account. There are two levels of integration available:

• Google Sync - synchronizes contacts and calendar information

• Google Mail - records e-mail messages from Google to Infor CRM

For information about configuring this type of integration, see the documents called Applying Saleslogix Sync for Gmail available from the support portal Web site: www.infor.com\inforxtreme..

This document may also be published under the name Applying Infor CRM Sync for Gmail.

Sync for Gmail™ is available as an add-on to Infor CRM.

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131

Integrations

Infor CPQ

Infor CPQ provides a visual, rules-based configurator software that integrates with Infor CRM to accelerate product configuration, pricing and quoting. The connection to Infor CPQ is available in Infor CRM. You must enable the configuration and then create the configuration groups that will provide the correct components. After CPQ is configured, the feature will be available to Infor CRM Web Client users when they are creating Sales Orders and

Quotes.

To enable

1. Sign in to the Infor CRM Web Client as Administrator.

2.

In the Navigation Bar, expand Administration and then click Integrations.

3.

In the Integrations List View, click Infor CPQ.

4.

In the Integration - Infor CPQ detail view,

The integration boxes will be autofilled by default.

5.

Enabled check box and then click Save.

6.

Select the Configuration Group tab and then click Add Configuration (plus icon).

7.

In the Add Configuration Group window, type the information that will connect Infor CRM to the product information in the product configurator. If you do not have this information, contact your CPQ administrator:

• Application Name: The application name registered in the Product Configuration Manager Enterprise

Manager. It is a combination of the configuration model and the output database. For example: InforCRM_DB.

• Config Group Name: Type the intuitive name of your choice.

• Description: A description of the group.

• Instance Name: The instance ID that identifies your database instance. For example, InforCRM_DB. A single server can host several instances of PCM Configurator.

• Name Space: The namespace of the product configurator model as defined in PCM Design Studio.

• Ruleset Name: This is the name of the Product Configuration Model as defined in PCM Design Studio. For example, if the product being designed is a bicycle, the Ruleset name assigned might be “Bike”.

• Service URL: The URL for the Integration Web Service.

• API Key: The key used to identify the tenant connection to the API. This key can be acquired by the tenant administrator through the PCM Home page. Keep this key private.

8.

Click Test link.

9.

If the test status is successful, click OK.

10. Repeat steps to 6 though 9 for each group you need to add.

For additional information about configuring Infor CPQ, see the Web Client online help.

Infor Ming.le

For steps to integrate with Ming.le, see KB 1704349. This KB is available from the InforXtreme Portal web site: www.infor.com/inforxtreme.

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Appendix

G

Back Office Integration

Infor CRM Back Office Extension is a feature in the Infor CRM Web Client. When configured, it enables Infor CRM to integrate with your supported ERP system when Infor ION is also installed. Data from the ERP system is displayed in the Web Client interface. See the Web Client online Help for information about the tabs and fields that are available.

This section explains the steps for configuring Back Office Integration functionality in Infor CRM. To complete these steps successfully, Infor ION must already be installed.

Related documents

Before proceeding with the steps in this section, reading the following documents is strongly recommended:

•

Infor CRM Back Office Extension Configuration Guide for ION documents creating mandatory connections in Infor

ION Connect.

• Chapter 3: Overview, contains an explanation of Infor ION and defines important terms.

• Appendix B: BOD Overview explains what Business Object Documents (BODs) and how they are defined.

• Infor CRM Back Office Extension Customization Guide explains how to create custom BODs if those provided are do not meet your business requirements.

Both documents were installed during the Admin Tools and Servers installation (\\Program Files(x86)\Saleslogix), and can be downloaded from Infor Xtreme (www.infor.com/Inforxtreme).

Documentation specific to the supported Infor ERP product is also available on Infor Xtreme. This includes Infor CRM

Back Office Extension BOD Mapping Guide, which provides details of the content of the default Business Object

Documents (BODs).

Setting up the integration

This section describes the tasks necessary to configure the connection between Infor CRM, your ERP system, and

ION Connect.

• Some steps in the Infor CRM integration depend upon tasks that must be performed on the ION Desk and vice versa. Consequently, you will be performing tasks in Infor CRM and ION Desk concurrently.

• If you need to create new ION BOD Mappings or ION Field Mappings, see the Infor CRM Back Office

Extension Customization Guide chapter called "Any BOD".

Configuration tasks checklist

To configure Infor CRM for your ERP system, complete the following tasks in the order specified.

1. Create the Infor CRM IOBOX.

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2.

Verify that the IOBOX for your ERP system has already been created.

3.

Create the Infor CRM connection points and document flows.

4.

Ensure you have the Infor CRM Logical ID from the ION Desk.

5.

Create a connection between Infor CRM and the IOBOX for Infor CRM.

6.

Configure the database connection (MSSQL or Oracle DB).

7.

Set Back Office Extension as your integration.

8.

Install and configure the BOD pack.

9.

Configure Back Office settings.

10. Clone a new Back Office (optional).

11. Add Roles to users.

See the appropriate section of this appendix for detailed instructions on how to complete these tasks.

Before you begin

Ensure that Multi-currency in Infor CRM is enabled. See the topic called “Managing Currency” in the Administrator help file for more information. The currency code must match your ERP base currency.

Creating the Infor CRM IOBOX

The Infor CRM IOBOX is created on the Infor CRM database server. The IOBOX provides a bi-directional database that serves as a destination for exchanging BODs from Infor CRM. Scripts are downloaded from ION Desk and then executed on the Infor CRM database server.

For steps to complete this task, see the section called Creating Infor CRM IOBOX in chapter 4 of the document called

Infor CRM Back Office Extension Configuration Guide for ION.

Verifying that the IOBOX for your ERP system has been created

The IOBOX for your ERP system is typically created by your ERP administrator.

1. On the machine where you installed ION, open ION Desk > Connection points.

2.

In the grid, locate and double-click your ERP.

3.

Locate the Logical ID field and make a note of the information it contains.

You will need this information later in the configuration process.

4.

Verify that the information in the Tenant field is the same as the information in the Tenant field in the IOBOX for

Infor CRM.

If the Logical ID field is not populated, contact your ERP team administrator and request that the connection point be defined.

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Creating Infor CRM connection points and document flows

Document flows define the sequential flow of Business Object Documents (BODs) between multiple application connection points. Solution XML-based document flows are provided for most supported ERP products and provide a sample template you can use to create connection points and document flows. This task is performed in ION Desk. For steps to complete this task, see the section called Understanding connection points and document flows in chapter 5 of the document called Infor CRM Back Office Extension Configuration Guide for ION. (Infor CRM Configuration Guide for Infor ION.pdf).

Using the provided Infor Sample workflows is recommended for first time installations, however, the guide also contains instructions for creating your own workflows should the sample document flows not meet your business needs.

• A Connection point provides configuration integration details for an ION- enabled application (a gateway) that ION then uses to reference that application.

Each ION integration requires at least two connection points to be defined: one for Infor CRM and the other for the host system of record (ERP).

• Connection points are not activated until you activate a document flow.

Ensure you have the Infor CRM Logical IDs from the ION Desk

This is the information you captured when updating the Infor CRM based application task on the ION Desk. See the document called Infor CRM Back Office Extension Configuration Guide for ION

,

Chapter 5, heading “Update the Infor

CRM based application task”, step number 7.

Configuring the IOBOX connection

Use the ION Connection Manager (IONConnectionManager.exe) to define the connection string to enable the Back

Office Extension job services to connect to the Infor CRM IOBOX database. The Infor CRM IOBOX functions as a bidirectional gateway by which ION provides Infor CRM with Sync/Show BODs and enables ION to receive Infor CRM’s

outbound Process BODs. The IOBOX was created in “Creating the Infor CRM IOBOX” on page 134 .

Configuring the database connection for Microsoft SQL Server

1. On the computer where you installed Admin Tools and Servers, browse to the location folder where you installed

Infor CRM.

The default location is \\Program Files (x86)\Saleslogix.

2.

Double-click IONConnectManager.exe.

3.

In the Tenant field, type INFORCRM.

4.

Click Add / Edit.

5.

In the Provider tab, select your SQL Server version.

For example, SQL Server Native Client 10.0or 11.0.

6.

Click Next.

7.

In the Connection tab, specify this information: a.

Select or enter a server name:

For example, 111-111-111-111.compute-1.amazonaws.com.

(This example path is appropriate for both Cloud and localserver).

b.

Use a specific user name and password: i.

Clear the Blank password check box.

ii.

Specify the User name and Password for your Infor CRM database server.

iii.

Select the Allow saving password check box.

d.

Select the database:

Expand the list to select the required database.

8.

Select the All tab.

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9.

In the list of values, select Persist Security Info.

10. Click Edit Value.

11. Expand the Property Value list to select True.

12. Click Test Connection.

13. Click OK and close the ION Connection Manager.

Configuring the database connection for Oracle

Before proceeding with these steps, you must create a Net Service Name (database alias). Refer to the Oracle documentation for instructions.

1. On the computer where you installed Admin Tools and Servers, browse to the location folder where you installed

Infor CRM.

The default location is \\Program Files (x86)\Saleslogix.

2.

Double-click IONConnectManager.exe.

3.

In the Tenant field, type INFORCRM.

4.

Click Add / Edit.

5.

In the Provider tab, select Oracle Provider for OLE DB.

6.

Click Next.

7.

In the Connection tab, specify this information: a.

Data Source:

Enter the Net Service name for your IOBox database.

b.

Use a specific user name and password: i.

Clear the Blank password check box.

ii.

Specify the User name and Password for your Infor CRM database server.

iii.

Select the Allow saving password check box.

d.

Select the database:

Expand the list to select the required database.

8.

Click Test Connection.

9.

Click OK.

10. Select the All tab.

11. In the list of values, select Persist Security Info.

12. Click Edit Value.

13. Expand the Property Value list to select True.

14. Click Test Connection.

15. Click OK and close the ION Connection Manager.

Setting Back Office Extension as your integration

After configuring the connection points, you must now set up your Back Office Extension within Infor CRM.

1. Sign in to Infor CRM as the administrator.

2.

In the Nav bar, click INTEGRATION.

3.

Select Integrations.

4.

In the Integrations main view, click Back Office Extension.

5.

In the Options tab, specify the following information: a.

Tenant: Enter the tenant name. For example, Infor.

b.

Logical ID: Enter the Infor CRM connection point Logical ID. For example, infor.cloud.crm. This is the Logical

ID you made a note of when you completed the tasks in

“Ensure you have the Infor CRM Logical IDs from the

ION Desk” on page 135 .

6.

Click Save.

7.

In the Back Offices tab, locate the BOD pack for your ERP, select it, and click Clone.

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8.

In the Logical ID field, enter the Logical ID for your ERP system.

This is the Logical ID you made a note of in “Ensure you have the Infor CRM Logical IDs from the ION Desk” on page

135

.

9.

In the detail view for the cloned back office, click the Activate check box.

10. Save and close the clone.

11. In the Back Offices tab, locate and select the BOD pack for your ERP from which you created the clone.

12. In the detail view, clear the Active check box.

This is important as multiple back offices cannot have the same Logical ID.

Disabling an integration

If necessary, you can disable the job process(es) for the back office extension in the Back Office Extension.

1. Sign in to Infor CRM as the administrator.

2.

In the Nav bar, click INTEGRATION.

3.

Select Integrations.

4.

In the Integrations list view, click Back Office Extension.

5.

In the Integrations - Back Office Extension detail view, clear the Enabled check box.

6.

Click Save.

Install the BOD pack bundle(s)

BODS are Business Object Documents. They are the Infor ION messages that enable exchange of information between a supported ERP system and Infor CRM. Infor provides a BOD pack specific to each integration.

For a full discussion of BODs, see the Infor CRM Back Office Extension Configuration Guide appendix called “BOD overview”.

To install a BOD Pack bundle

1. Download the version of the BOD pack bundle that matches your ERP system and save it to a convenient location.

For example, if your ERP system is LN, use the BOD pack named Infor CRM VFS BOE BOE Pack LN 02.zip.

2.

Ensure you have Write permissions to the bundle installation folder. Check permissions on the Security tab on the folder properties.

3.

In the Application Architect, in the Project Explorer, right-click the project, and then click Install Bundle.

4.

Navigate to the folder where you copied the BOD Pack.zip, and then click Open.

5.

On the Select Bundle screen, click Next.

6.

On the Select Items screen, ensure the Portals option is selected.

7.

Click Next, and then click Finish.

8.

Build and deploy the portal.

Configuring back office settings

You can now configure the back office settings in Infor CRM.

1. Sign in to Infor CRM as the administrator.

2.

In the Nav bar, click INTEGRATION.

3.

Select Integrations.

4.

In the Integrations List view, click Back Office Extension.

5.

In the Back Offices tab, select the desired back office hyperlink.

This is the name of the ERP system used by your organization. For example, Infor LN.

6.

In the detail view, specify the following information: a.

Name: The field displays the name of the selected back office. It can be customized with a unique name.

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Back Office Integration b.

Logical ID: Specify the Logical ID for your ERP.

c.

Active: Select this check box to allow BODs that correspond to the logical ID for this back office to be processed.

d.

Account: If a contact is published from the ERP and it has no related account or the account does not yet exist this field displays a Default Account.

e.

Default Account Manager: Select the default account manager to use in the absence of the specified Sales

Person Role.

f.

Default Record Owner: Select the default record owner to use in the absence of the specified Sales Person

Role.

g.

Sales Person Role: (optional) Select the desired Related Sales Person Role to use for automatic ownership assignments.

h.

Price Type: Expand the list and select the supported protocol that you want to use. Required for Price and

Availability configuration.

Supported protocols include SOAP, RESTful-JSON, and RESTful- Key Value.

i.

Price End Point: The Web URL for the Host system interface. Required for Price and Availability configuration. j.

Price User Name: (optional) The user name used to sign into the Host system. Supports the Price and

Availability configuration. k.

Price Password: (optional) The password used to sign in to the Host system. Supports the Price and

Availability configuration.

7.

Click Save.

Cloning a new back office (optional)

1. Sign in to Infor CRM as the administrator.

2.

In the Nav bar, click INTEGRATION.

3.

Select Integrations.

4.

In the Integrations main view, click Back Office Extension.

5.

In the Back Offices tab, select the desired back office hyperlink.

6.

In the Back Office detail view, select Clone.

Clone is the circular icon in the detail view menu bar.

7.

Specify the following required information.

• A unique name

• A new Logical ID.

• Ensure the Active check box is selected.

8.

Click Save.

9.

In the Integrations main view, click the hyperlink for the back office that you used to create the clone.

10. In the detail view, clear the Active check box.

This deactivates the back office.

11. Click Save.

Adding Roles to Users

Infor CRM v8.3 contains default Roles for ICBOE functionality.

• BackOffice: Allows add, edit, delete, and view permissions for back office integrations.You must assign those roles to your users.

• Integration: Allows add, edit, delete, and view permissions for integrations.

• Order and Quote Processor: Allows add and view permissions to contacts and accounts and add, edit, and delete permissions to sales orders.

To enable users to access ICBOE functionality, you must assign each user with the appropriate role.

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To assign

1. Sign in to Infor CRM as the administrator.

2.

In the Nav bar, click ADMINISTRATION.

3.

Select Users.

4.

In the Users list view, click the user who will be assigned a Back Office Role.

5.

In the User detail view, click More Tabs.

6.

In the Tabs pane, click Roles.

The Roles pane will display any roles currently assigned to the selected user.

7.

In the Roles tab, click Add Role (the + button).

8.

Use the lookup to find and select roles to which you want to add the user.

9.

Click Add Selected.

10. Click Save.

11. Return to the Users list view and repeat steps 4 through 10 for each user who is to be assigned a Back Office

Role.

Modifying how information is displayed

The configurations in this section explain how to replace Infor CRM Sales Order ID, Return ID and Account type with the corresponding information from the ERP system.

For information about applying additional customizations to your integration, see the document named Infor

CRM Back Office Extension Configuration Guide for ION.

Adding users and distribution groups

To set up users and distribution groups for Infor CRM users who require access to Infor ION in order to view of update information or to troubleshoot errors, the following resources are available:

• Infor ION Connect Administration Guide contains information about adding ION Desk users and setting ION Desk authorization levels.

• Infor Federation Services Administration Guide contains information about configuring distribution groups.

Both documents are available at www.infor.com/Inforxtreme.

Understanding Roles and Security

Back Office Extension integration security is based on two factors:

• Role Security

• Field Level Security

The recommended roles for Integration are:

• Standard User - assign the Back Office role.

This user will be able to see all of the Master Data and Transactional Data entities for ICBOE.

• Admin User - assign the Back Office, Administration, and Integration roles.

This user will be able to view and modify any of the Back Office Extension pages.

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Back Office Integration

Record ownership

In most implementations, record ownership is assigned at the Account level, with the dependent entities inheriting record ownership from the Account. In some cases, it may be desirable to assign record ownership at a lower level.

The Infor ION BOD structure supports the possibility of assigning record ownership by means of the

SalesPersonReference element contained in the CustomerPartyMaster (Account entity), ShipToPartyMaster

(ErpShipTo entity), Quote and SalesOrder BODs.

Ownership inheritance rules are defined by the Inherit Owner From property in the BOD Mapping.

Infor CRM provides two options for configuring Infor CRM ownership for the records generated by the interface:

• The Default Account Manager and Owner can be specified on the Back Office.

• The SalesPersonRole that is used for ownership assignment can be selected on the Back Office.In this case the interface watches for the corresponding SalesPersonReference in the SyncCustomerPartyMaster, SyncQuote, and SyncSaleOrder BODs, and assigns Infor CRM record ownership that is based on the Account Manager and

Owner specified for the Person specified by the referenced SalesPersonRole in the BOD by the Back Office. If no related person is found, theDefault Owner will be assigned.

Out-of-the-box, ownership for Accounts can be assigned using the SalesPersonReference by updating the Back Office

Sales Person Role selection and updating the Record Owner and AccountManager selections on the respective

Person records. By default, ownership for ERPShipTo, Quotes,and Sales Orders is inherited from their respective

Account. To directly assign ownership to ERPShipTo,Quote, or Sales Order with the Sales Person Role contained in their respective BODs, select “None”in the Inherit Owner From field on the respective ION BOD Mapping record of the desired BOD.

Assigning ownership to published BODs

Before beginning this task you must have:

• Configured ION Connection points and document flow,

• Configure the Back Office for the host system

• Publish the SyncPerson BODS to define the set of ERP Sales Persons.

To assign ownership to published BODs, follow these steps in the order specified.

Before configuring back office record ownership, you must update the Filter property of the Sales Person

Roles Pick List values with the Logical ID for the host system of record.

1. Sign in to the Infor CRM Web Client as the administrator.

2.

In the Nav bar, expand Integration, and click ERP Persons.

3.

Update the Role, Owner, and Account Manager for each of the ERPPerson records.

4.

In the Nav bar, expand Administration and click Pick Lists.

5.

Update the Sales Person Roles.

If additional roles are needed to be compatible with your host system of record, you can add them. See the help topic called for more information.

a.

In the Items tab, click the Edit hyperlink for the desired item.

b.

In the Edit Item window, specify the following information:

• Text: Do not modify this box for existing entries.

• Code: Do not modify this box for existing entries.

• Order: Do not modify this box for existing entries.

• Filter: Update the pick list filter with the Logical ID of the corresponding back office.

• Is default item: Select this check box to set the item as the default list item.

6.

Click Save.

7.

Repeat step 9 for each of the Sales person role options required for this back office.

140 Infor CRM Implementation Guide

Back Office Integration

8.

Add additional Roles as needed to be compatible with your host system and update the filter property for each of the Pick List values with the Host system Logical ID.

The default values are Internal and External.

9.

Update the Integrations, Back Office Extension, Back Offices tab, host system based Back Office, and Sales

Person Role with the desired Sales Person Role to base the ownership assignments.

Note: The Back Office Sales Person Role Pick list values are auto filtered based on the Logical ID of the Back

Office

10. Publish the CustomerPartyMaster BODs.

The Infor CRM ownership for Account is automatically assigned based on the publish BOD's

SalesPersonReference for the selected Sales Person Role.

Multi-company configuration

An ERP’s multi-company functionality enables the grouping of business operations recorded in ERP into one or many discrete groupings called financial entities. Infor CRM provides the ability to manage data by organizing enterprise operations into multiple financial entities. This functionality manages the segmentation and consolidation of all master and transaction data that result from the activities in the enterprise and link to each financial company.

Multi-company manages the new ERP Unique IDs of the publish BODs to the correct ERP accounting entity.

The multi-company configuration is an optional part of the Infor CRM installation, configuration and implementation process. If you are not using multi-company functionality for your Infor CRM implementation, you can omit this section.

Understanding the ERP Unique ID

The ERP Unique ID is a globally unique value that is assigned to a Business Object Document (BOD) instance. In addition to supporting customer any BODs, Infor CRM supports these 15 Master Data and Transactional BODS.

All BODs require a ERP Unique ID in the list of required fields for Any BODs.

Master Data BODs

BillToPartyMaster

CodeDefinition

ContactMaster

CustomerPartyMaster

ItemMaster

Location

PayFromPartyMaster

Person

ShipToPartyMaster

Transactional BODs

Customer Return

Invoice

Quote

Receivable Transaction

Sales Order

Shipment

Example 1

The following example shows the ERP Unique ID of a Master Data BOD

CustomerPartyMaster (Account)

Customer ID = C00001

Accounting Entity = 45WD

Infor CRM Implementation Guide 141

Back Office Integration

ERP Unique ID = 45WD:00001

Example 2

The following example shows the ERP Unique ID of a Transactional BOD:

Invoice:

Invoice ID = INV00231

Accounting Entity = 45wd

Location ID = 1

ERP Unique ID = 45WD:1:INCV00231

In this example, if the Location ID of the Transactional BOD was null, the ERP Unique ID would be reflected as

45WD::INV00231.

Configuring multi-company

1. Sign in to the Infor CRM Web Client as Administrator.

2.

In the Nav Bar, click INTEGRATION, and then select Integrations.

3.

In the Back Offices tab, select the desired back office

4.

In the Accounting Entities tab, click the Edit hyperlink.

5.

Make the desired changes.

6.

Click OK.

7.

Click Save.

You can use the Accounting Entities tab to add or delete an accounting entity.

Multiple Back Office configuration

Infor CRM can be configured with multiple Back Offices. See the Chapter called Connecting Infor CRM to Infor ION in the Infor CRM Back Office Extension Configuration Guide for ION for more information.

142 Infor CRM Implementation Guide

Glossary

Account A company with which there is a current or potential business relationship. Accounts are owned by an individual user, a team of users, or everyone.

Administrative User A user who can perform tasks in the Administrator normally reserved for the system administrator.

Administrative Workstation The primary computer for administering and customizing Infor CRM. Usually, this is either the system administrator’s personal computer or a separate computer dedicated to Infor CRM. The Administrator,

Architect, Application Architect and Infor CRM Client are usually installed on this computer.

Agents A method of scheduling reports, running Basic scripts, SQL scripts, etc., at intervals specified in the

Administrator and Synchronization Server profile. Agents can be scheduled to run once or on a regular basis.

Application Architect A development environment containing the tools that allow developers to rapidly build, customize, manage, and deploy coded and codeless Web application solutions with one-click functionality.

Architect A development environment for creating customized views, menus, toolbars, and scripts for Infor CRM.

Back Office A system that manages your financial, manufacturing, or distribution processes and acts as the System of

Record (SPOR) for your business.

Back Office Extension A feature in Infor CRM that, when configured and supporting products (a supported ERP system and Infor ION) are installed, enables integrating with supported Infor ERP products.

Bundle A bundle is a group of plugins or other customizable components that are packaged together for installation as a unit, rather than having to move them one by one, or re-create them on every database. Bundles containing

Network plugins (.sxb files) are installed using the Administrator. Bundles containing Web customizations (.zip files) are installed using the Application Architect.

BOD Field mapping A collection of associations between Infor CRM and the back office system (ERP) fields to support data synchronization and integration between the two systems.

Business Object Document (BOD) The common XML message structure provided by OAGIS. It provides a message architecture based on reusable components. See Nouns and Verbs.

Cache Server Stores Web data which allows the cache to be real-time.

Concurrent Users The number of users accessing the database at any one time. In Infor CRM, a license type that enables multiple Infor CRM users to share the same license. For example, if you have 40 users and 30 Concurrent

User licenses, all 40 users can log on to Infor CRM but only 30 can be logged on at the same time.

Contacts The prospects or customers in a company (account) that users interact with. Each account can contain one or more contacts.

Contract An agreement between your company and the customer to provide support services, either for free or for a specified fee.

Customer Service Customer Service allows designated users to track, qualify, and resolve customer questions and issues.

Database Manager Part of the Administrator and Architect that allows you to add, view, and delete tables and fields, as well as name indexes, in the Infor CRM database.

Defect A record describing a problem in a product or process, or a feature request for a product or process.

Entity A business object, such as account or product that contains business rule methods and events, relationships, properties, and forms. Entities can also have other related entities associated with them, either through child relationships or extensions.

Form A Smart Part containing normal content, markup, and controls. A Web form is similar to Forms created in the

Architect.

Host A term commonly used for a Infor CRM database that supports both Network and Remote users.

Infor CRM Implementation Guide

143

Glossary

Host System Of Record A term commonly applied to the ERP system used for your Back Office.

Infiles A folder in which the main office, or Remote users or Remote Offices, place sync files during synchronization.

Infor CRM Client

An installation of the Infor CRM Client where the user is directly connected to a network database to access and manage customer accounts, contacts, tickets, defects, activities, and related information.

Infor Configure Price Quote (CPQ)

A visual, rules-based configurator software that integrates with Infor CRM to accelerate product configuration, pricing, and quoting. It captures your engineering and pricing knowledge to enable your sales reps and/or dealers to quickly become product experts.

Join A database operation that connects two database tables having a common field.

Library A central repository for company information. The library may include product information, policies and procedures, presentations, and so on.

Logging Folders Logging folders are

Lookup Lookups enable users to search for information under any of the major families (for example; account, contact, ticket, and so on) that shares certain characteristics. Once a lookup is created, you can save the result as a group. Lookups can be managed from the Architect or Administrator.

Nouns Used in Infor Business Object Documents, Nouns describe a common business object and are composed of components which are basic building blocks shared across all nouns.

Offline Web Client Remote users that keep a subset of the main database on their computers (such as a laptop) and use synchronization to transfer changes between their system and the main office. Offline Web Client users make changes to their local database using the Web Client.

on-premise (on-prem) Software that is installed and run on computers of the individual or organization using the software, rather than at a remote facility.

OLE DB Provider A client-side component that handles all database access and applies security.

Opportunities Potential sales to accounts or contacts.

Outfiles A folder in which the main office places sync files during synchronization. Remotes obtain files from this location.

Outlook Sync an optional component available with Infor CRM Xbar. It allows users to share activities and contacts between Infor CRM and Microsoft Outlook.

Package A group of related entities, forms, Smart Parts, templates, and aliases that are grouped together under a common name. Packages make it easier to manage your Web customizations.

Page A unit within a Web Portal. A page is a collection of workspaces.

Personal Web Server Hosts the Infor CRM portals on the Remote computer. The Infor CRM Personal Web Server functions as a personal Web server for Offline Web Clients.

Plugins Components that customize and add functionality to Infor CRM. Plugins include views, processes, reports, templates, Visual Basic scripts, and SQL scripts.

Portal Represents a collection of Web pages.

PortalDeployments A folder in which the main office places deployed Web portals to be delivered to Remote users and Remote Offices.

Process Orchestration Allows you to create and configure process definitions and manage them with the Process

Orchestration Host. Processes can be created for any entity, and any entity can be associated to multiple processes.

Processes A plugin that represents a series of tasks executed in a specific sequence over a set time period.

Processes are used to perform repetitive tasks, implement a sales process, or provide an automated way of following up with customers. The Web components may only schedule processes and change process status.

Project A group of Web packages or plugins that are grouped together for easy retrieval and use.

Relational Database Management System (RDBMS) An engine and method of managing a database consisting of tables (rows and columns) and the relationships between those tables.

Remote Client Infor CRM Client users that keep a subset of the main database on their computers (such as a laptop) and use synchronization to transfer changes between their system and the main office. They can also connect directly to the main office database using a LAN/WAN connection.

144 Infor CRM Implementation Guide

Glossary

Remote Office A group of users that access a single Remote Office database directly. Unlike Remote users, Remote

Office users do not synchronize with the database at the main office. Instead, the remote office regularly synchronizes with the database at the main office.

SData Using SData features, you can expose an entity or a business rule to RESTful-based Web services, allowing you to integrate and enhance Infor CRM data with data from outside the application.

Security Determines what a user can access in Infor CRM. Security is controlled by a combination of account ownership, management hierarchy, and level of access rights to information.

Security Profile Determines each user’s access to information, tables and fields, and functionality.

Site Code A unique identification code assigned to each Network user, Remote user, Synchronization Server, and

Remote Office that represents the user or component.

SLX Server Components that primarily handle logging and licensing for the Infor CRM system. The computer where the components are installed is also referred to as the SLX Server and it may be combined with the CRM Database

Server

SLXService user A Windows logon name with security permissions that allow the Infor CRM Server and

Synchronization Service to access all necessary directories.

SpeedSearch Enables users to find information stored in the Infor CRM database or external files.

Subscription Allows a Remote user to select or subscribe to accounts used on a regular basis and store the accounts in the Remote user’s local database. Subscription rules identify the criteria for selecting accounts.

Synchronization The process of reconciling changes between remotes (users or Offices) and Network users.

Synchronization can occur through a direct connection (LAN/WAN), FTP, or HTTP.

Synchronization (Sync) Server The application that runs synchronization and agents. It can also refer to the hardware on which the Sync Server application resides.

Synchronization Service A Windows service that communicates with the Synchronization Server(s) and

SyncServices.cfg file for scheduling.

Team A group of users who have access to the same accounts. Members of the same team may have different security access to data.

Ticket A record of a call relating to a question or problem experienced by the customer.

Transaction Exchange Files (TEFs) Files that are transferred between Remote users and Remote Offices, and the main office to synchronize data.

Verbs Used in Infor Business Object documents, Verbs describe the action to be applied to the noun. For example, the

ProcessSalesOrder BOD is constructed from the SalesOrder Noun and the Process Verb. BOD messages are based on common nouns combined with the verb.

WebDll User A valid network logon name created when you implementation uses Web components. Has security permissions that allow the Web Host and the Infor CRM Job Service to access all necessary directories.

Web Remote Office A group of Remote users that access a single Remote Office database using the Web Client.

WGLogs A folder in which Network users place transaction files as changes are made to the database.

Infor CRM Implementation Guide 145

Glossary

146 Infor CRM Implementation Guide

Index

Numerics

64-bit

17

,

25

and Data Link mgr

32

Data Link mgr connection

30

HTTP on Windows 2008

90

installation permissions

15

64-Bit OS

25

A

Active thread count monitoring

127

Adding

Customer Portal user

82

virtual servers/Web Hosts

127

Administrative Tools and Servers components of install

29

Administrative Workstation defined

143

Administrator configuring

33

,

34

,

39

Administrator rights

13

Adobe Acrobat Reader

16

Advanced Outlook Integration activating

43

Agents

87

and .NET v 3.5.1 for 2008 R2

17

and Infor CRM , overview

25

API Reference

2

Application Architect defined

143

Archives folder

109

ASP.NET

configuring

56

B

Browsers configuring

74

,

84

Bundles, defined

143

C

Calendar options, user

61

Client computers configuring

73

,

84

Compatibility Guide

2

Concurrent users

143

Configuring

Administrator

33

,

34

,

39

browsers

74

,

84

Customer Portal

Index

access to SpeedSearch Indexes

83

manual settings for Web Hosts

128

Remote Office

103

ConfTran file

93

Connection Manager creating Microsoft SQL Server connection

30

creating Oracle connection

30

Connection, creating to database

30

Contact Web Access Tab

83

Contacts

143

Contract

143

Counters for Performance Monitor

130

Custom Infor CRM installations

125

Customer Portal adding user

82

configuring access to SpeedSearch Indexes

83

creating the Web access user

82

enabling the Contact Web Access Tab

83

linking customers

84

testing Web site

83

URL example

84

D

Data Link Manager creating Oracle Client connections

32

Database configuring for Oracle

118

creating Client connections

31

creating connections to

30

creating for remote office

104

creating for Remote user

97

creating Oracle login

119

installing for remote office

106

Database Instance for Oracle

117

Database Manager

143

Database Server port

129

using firewalls

129

Defect

143

deploying the portal

51

DMP files

28

Documentation

2

Documents folder

22

E

Everyone granting rights to

23

Infor CRM Implementation Guide

147

Index

F

FailedTrans

88

Firewalls

129

Folders

Database

23

documents

22

FailedTrans

88

Infiles and Outfiles

88

library

22

RemOffice Sync Logs

23

SyncService

22

,

23

Folders, Infor CRM granting rights to everyone

23

sharing

23

,

24

Folders, Saleslogix creating

23

FTP server settings

89

,

92

setup

88

site for Infor CRM, configuring

88

sync profile

88

sync transfer profile

88

FTP synchronization

88

H

HTTP setup

91

site for Infor CRM, configuring

90

sync transfer profile

91

HTTP compression

55

HTTP Keep-Alives Enabled check box

128

I

Importing Oracle database structure

119

Infiles

88

,

89

,

92

,

109

folder

144

Infor CRM applications, starting

33

,

34

,

39

license for

33

Infor CRM counters monitoring active thread count

127

Infor CRM Planning Guide

2

Infor CRM Remote Client defined

144

subscription

95

synchronization options

96

Installations, customizing

125

Installing

Remote Client

98

Remote Office

105

remote office database

106

Saleslogix Server

28

secondary Web Host

127

148

Infor CRM Implementation Guide

J

Job Server and the SData portal

54

required for

29

WebDLL User

15

Job Service

29

requirements

20

user permissions

54

Web Host required

37

Join, defined

144

L

LAN Developer’s Reference

2

Library folder

22

Licenses

Web Host

33

Logging on

Infor CRM applications

33

,

34

,

39

Login creating for Oracle database

119

FTP synchronization

88

M

MDAC

16

Microsoft Outlook

21

Microsoft SQL Express

16

Microsoft SQL Server authentication

20

Microsoft Word

16

N

Net Service Name, creating for Oracle

32

,

117

Network synchronization

87

Network users adding to remote office

104

Network, sync profile

87

O

Office information entering

40

support options

44

,

45

Offline Web Client

111

defined

144

installing

113

OLE DB Provider

144

Opportunities

144

Options accounting

41

configuring

40

configuring for users

61

database

41

Oracle configuring database

118

creating database login

119

database files

28

import database structure

119

Outfiles

88

,

89

,

92

folder

144

Outlook integration with Infor CRM

43

prerequisite

21

Outlook Sync requirements

22

P

Password blank database

28

evaluation database

28

Personal Web Server

144

Planning, for implementation

2

Plugins

144

PortalDeployments folder

144

Processes defined

144

Profiles

Remote Office

103

Remote user, creating

95

sync transfer for FTP

88

sync transfer for HTTP

91

Synchronization Service

93

Public Access for SpeedSearch Indexes

83

R

Relational database management system

(RDBMS)

144

RemOffice Sync Logs folder

23

Remote Client creating profiles

95

installing

98

Remote Office adding network users

104

configuring

103

creating database

104

defined

145

installing

105

sync transfer options

104

Remote Office synchronization client starting

109

Remote Sales Client

51

Restricted user

25

Roles

72

S

Sales library folder

22

Saleslogix Server defined

145

installing

28

Scaling

127

Index

Security

145

advanced

25

allowing administration of Customer

Portal

83

profile

145

WebDLL user

15

Server settings

FTP

89

,

92

Site code

145

SlxJobService portal

51

SLXService user creating

14

defined

145

Software requirements

Web Client computers

21

Sort orders setting

20

SpeedSearch configuring

46

access for Customer Portal users

83

indexes

83

Remotes

46

SpeedSearch Server

81

Starting

Infor CRM applications

33

,

34

,

39

Subscription

145

overview

95

Sync Logs folder creating

23

Sync transfer options remote office

104

Sync transfer profile

FTP

88

HTTP

91

network

87

Synchronization creating folders

23

folder structure

23

Remote user options

96

Sync Logs Folder

22

Synchronization methods

87

Synchronization Server defined

145

ports

129

starting

93

using firewalls

129

Synchronization Service creating a profile

93

defined

145

SyncService Folder

22

Sysdba sysdbafix_script.sql

100

,

106

Infor CRM Implementation Guide

149

Index

T

Tablespace

118

TCP/IP requirements

13

Teams

145

user options

61

Ticket

145

Transaction Exchange Files defined

145

Transfer profiles for synchronization

87

Trust relationship

20

U

URL

Web Client

73

,

84

User groups granting rights to

24

sharing folders

24

Users concurrent

143

remote office

104

setting calendar options

61

setting team options

61

UTF-8 support

74

V

Virtual directory(ies)

Web Host

Windows 2008

128

Virtual Private Network

87

VPN

87

W

Web Client configuring computers

73

creating link for users

73

roles

72

testing Web site

73

Web Host configuring

Windows 2008R2 Server

128

installing secondary server

127

monitoring performance of

130

ports

129

using firewalls

129

Web Host and IIS

25

Web Reports requirements

22

Web site(s) creating link

73

linking

84

testing

73

,

77

WebDLL user creating

15

WGLogs folder

109

Windows security

15

sharing folders

24

Windows Authentication configuring for Mobile

78

configuring for Web

69

requirements

18

SQL Server security

20

Windows 2012/2014

70

150

Infor CRM Implementation Guide