CRM 2013 – Understanding Solutions and how they work

Today’s  video is about Solutions this is useful for Developers and people who are studying for the CRM Customizations and Configuration exam.  Solutions are one of the fundamental parts of CRM customization and CRM Development, they  provide a way to manage and package your changes in CRM and importantly a way to move customizations between CRM instances.

If you want to watch the Hosk CRM Dev video on Solutions click the link below

Otherwise keep reading

Exam criteria

 Create and Customize Solutions (10-15 percent)

  • Plan for customization.

    • This topic may include: differentiate between configuration, customization, extending, and development; design appropriate customizations

  • Manage solutions.

    • This topic may include: understand business requirements; understand the benefits of Solutions; create Solutions; export managed and unmanaged Solutions; import Solutions; specify a Publisher; work with multiple Solutions; describe Solution components; describe component dependencies

  • Manage customizations.

    • This topic may include: describe customization concepts for entities, fields, forms, views, and charts; publish customizations


Some of the information below has been taken from the excellent Customization and Configuration in Microsoft Dynamics CRM 2013, although I have tried to remove any direct quotes.  I would recommend you read the Microsoft Official Curriculum on Solutions.


Plan for customization is odd because it would seem rather difficult to create questions for, it is very important because one of the important skills of a good CRM developer is choosing the right tool for the right moment and you need knowledge of configuration, Customization and extending

Config – teams, security roles, business units

Customization – standard GUI changes, forms, entities, views, workflows, business rules

extending – javascript, .NET, plugins, workflows etc.

To be honest I’m not entirely sure what they are getting


What is a solution

Solutions in Microsoft Dynamics CRM is a method to let you group and manage your custom components for a particular set of functionality or release but remember solutions are optional, you don’t need to have them and you can if you wish just edit the default solution.


Default Solution

You don’t have to have a solution file you can edit the DEFAULT solution by going to

SETTINGS → Customizations → Customize the system


1.  You could only export these changes as unmanaged which would overwrite the other systems with no way of removing them

2.  It would be hard to tell what changes you had made

3.  it would take longer and longer to deploy them, manage and update them.

Solution best practice is use it to split up business requirements probably either in Sprints/releases or in business requirements.

When an Organisation is created, by default a solution called Default Solution will be created which will include all the components in the system.  Customizing the default components without a solution is customizing the default solution.   The default solution will also be customizated if you make changes in a new solution because all changes will be made to the custom solution (unless you have imported a managed solution)

It’s possible to export the Default Solution and import this solution into another CRM Instance but you cannot export Default solution from  a CRM On Premise to a CRM On line or vice versa.

Why Use solution, how do people use solutions

A solution is a way to package a group of customization’s.  There is no limit to the number of solutions and you can package them up and deliver a whole set of changes in one solution.

Solutions provide ways to organize the deployment and development of customization’s.  You can provide releases or new functionality.

How do you group the changes, this is personal preference

you can group the changes in terms of functionality e.g. reports, project management solution, easy navigation changes

Or you can group the changes in terms of a release or sprint

you can create solutions for different types of changes, e.g. workflows, entities, plugins


Publishers and Prefixes

Before you can create a solution you must create a publisher.

When you create a certain customizations like entities or fields, CRM will automatically prefix the change with the prefix value held in the publisher specified in your solution.  If you are making the change in the default solution, you will be using the default publisher which has the prefix of new

The prefix will then be added before the schema name for the entity or field e.g.



This means if you have two different customizers changing the system with different publishers then they will create components with different prefixes.

If you export your Solution as a Managed Solution, the publisher is especially important because after the solution is imported in the target system only solutions with the same publisher will be able to update those components.  So either you can update the components with the same publisher with an unmanaged solution or you can delete the solutions.

Work with Multiple Solutions

Important concept

Solutions are containers, on the original (DEV) system they do not stop anyone changing anything

Solutions are containers to manage and show the changes on on the original system.  What these means is if  you had a solution, and you changed the Account entity in your solution.  These changes would show in the Default solution, your new solution and any other solutions which had the account entity in.M

Your new Solution is a container for a set of components that work together to provide the functionality for which you are asked. To modify the components, you can create new components in your Solution, or add existing components from the system to your Solution.

Even when you are working in your own Solution, any components you create or modify are changed in the Default Solution, because your Solution only contains references to these components, not copies of the components. This means that if you delete the Solution that you are customizing this removes the “wrapper” around the components – the components remain in the system.

This means two customizers can modify components, these changes will automatically be changed in the default solution.  In programming terms this is because solutions only contain references to the components not copies.   Solutions can be seen as wrappers.

IF YOU DELETE AN UNMANAGED SOLUTION THE CHANGES WILL STILL BE THERE.  To remove those changes you have to edit those components

Managed and unmanaged solutions

When you export a solution, you can choose to export the solution as a managed or unmanaged type.  I usually remember this by the fact managed solutions are read only when imported into the target system.  What I mean by this is you cannot edit or change any of components.

When you import a unmanaged solution all the changes are really changing the default solution, all your changes are copied to the default solution.  Then if you delete the unmanaged solution later the changes will remain.

Importing unmanaged solutions will overwrite any changes you had previously made and this cannot be undone and I wouldn’t recommend import unmanaged solutions unless it is from an unmanaged solution from people you work with (and even then think twice)


Managed solutions

Managed solutions on the other hand can be edited and only removed by uninstalling/removing the solution, all the components and all the data.  It’s all gone permanently, even if you then remimported the managed solution all the data would be gone


Solution versions – Minor changes

one of those questions which once again personal opinion

small changes to a current set of functionality or solution then you can modify the solution and increment the version number.

if it is new functionality then you have to decide whether to add it into an existing solution with version number increment or create a new solution


Removing Components from your Solution

Removing a component from a solution will remove it from your solution but it is not deleted and will still exist in the Default Solution.  You remove a component, you select the component whilst inside your solution and then press the Remove button.  This will remove the component reference from your solution but not delete/remove it from the default solution.

Don’t get Remove mixed up with Delete.  Pressing the Delete button will delete the component.  Important System entities cannot be deleted from the system (Case, Account etc), custom components can be deleted.

Dependent Components

When you try and delete a component that has a dependency, it will pop up a dependent component dialog that informs you there is a dependency and stops you deleting the component

if you try to delete a component which has dependencies then you will need to delete the components which depend on the component you are trying to delete.  You may have to remove multiple dependencies.

Required Components

You can see the required components for a component by selecting the component and clicking show dependencies.   This will show dependent components and required components.

Required components will not prevent you deleting the component.  They are often things like Webresources with JavaScript, plugin, a view.  You don’t need these things in your solutions every time but you will need these components to have been imported into the target system at some point.

If you are missing a required component you will get the Missing Required Components Dialog When Adding Components to a Solution.  This won’t stop you exporting the solution.

What Can be Added to a Solution?

The following is a list of solution components that you can view within a solution: taken from this blog

  1. Application Ribbon
  2. Article Template
  3. Business Rule
  4. Chart
  5. Connection Role
  6. Contract Template
  7. Dashboard
  8. Email Template
  9. Entity
  10. Entity Relationship
  11. Field
  12. Field Security Profile
  13. Form
  14. Mail Merge Template
  15. Message
  16. Option Set
  17. Plug-in Assembly
  18. Process
  19. Report
  20. Sdk Message Processing Step
  21. Security Role
  22. Service Endpoint
  23. Site Map
  24. Web Resource


What cannot be added

  • Business Units
  • Teams
  • Queues
  • Goals
  • Subjects
  • Product Catalog

The items above must be either created manually or imported.  If you want to create manual data and use the same guids between systems then you will need to export and import the data so you can specify the guids used.


How solutions are applied: taken from this great blog post, although I think I have seen the picture on the CRM SDK somehwere but I can’t remember where

All solutions are evaluated as layers to determine what your CRM application will actually do. The following diagram shows how managed and unmanaged solutions are evaluated and how changes in them will appear in your organization.



The majority of components work in the usual way

You make the change (the change is not visible or saved, so if you closed the browser the change is lost)

You save the change (not visible to the users yet)

you then publish the change to make it visible to all user


When you import a managed solution it will publish the changes automatically but if you import an unmanaged solution then you will need to publish those changes.

Some components do not need publishing and some do

These components need publishing

  • Application Ribbon
  • Entity
  • Entity Relationship
  • Field
  • Form
  • Message
  • Option Set
  • Site Map
  • Web Resource

One final point regarding the publishing customizations, users may experience some problems, slowdown so it’s best practise not to publish customizations during working hours and to publish the customizations at time when the system is not busy

Export and Import Solutions

To move the customizations between systems you can export your solution from one CRM instance and import it into another CRM system.  The solution is exported as a zip file.

Inside the zip file there will be a few XML files




depending on what customizations you have in your solution there could also be javascript js files and plugin dll’s, image files etc.

It’s good policy to keep backups of your exported customizations in case you need to roll back your customizations.

Don’t forget there are more videos on the youtube channel Hosk Dev CRM or if you are just interested in Videos for the MB2-703 Certification – CRM 2013 Customization and Configuration exam there is a playlist you will find useful



CRM 2013 – What’s new in CRM 2013 for Developers

When CRM 2013 was first released the first question that came into my mind is what’s new for CRM developers and like most questions the data is initially difficult to find because I’m never quite sure where to look.

In this instance Microsoft have written a very good article on the subject which can be found the CRM 2013 SDK

It has the full list there but I will focus on some of the highlights


Entity images

certain entities can have one entity image.  This feature can be turned on for an entity but can not be turned off again.  You cannot have more than one entity image.  For more information, see Entity Images.

Access teams

Access team is a dynamic Team that is used to share records.  It works by having a subgrid on the record and any users added in can then see the record.

There is a good white paper on access teams

Access Teams with Microsoft Dynamics CRM 2013

Business Process Flows

This is a bit of a mixed bag in my eyes.  It’s seems like a good idea, creating stages which are cross entity for a business process.  At the moment the only place I can imagine this working is on the sales process, I can’t recall any customer project where they would want a business process but this could be just because I haven’t really used CRM 2013 in a customer project yet.

Real Time Workflows

Hazaar, workflows that can run instantly, well done Microsoft some great functionality, the only question I have is what took you so long.

but you should consider that Real Time Workflows are not quite as efficient as Plugins but don’t take my word for it read this great article by CRM MVP Scott Durow

Custom actions

This is probably one of the most powerful new features added into CRM 2013, it basically allows you to create custom messages to trigger code (javascript/plugins).  This is one of the functions I haven’t yet looked into because it seems a bit tricky to start with and this is probably the reason it is one of the least documented new features in CRM 2013.

Data encryption

There is now field level data encryption which means encrypted fields can’t be audited and have other considerations regarding searches etc.  For more detailed Field-level data encryption.


There is vastly improved mobile, I’m afraid I haven’t really looked into it at the moment

Quick start for developers

New documentation has been added that provides an easier and faster learning experience for developers or non-developers new to Microsoft Dynamics CRM technologies. For more information see Getting started with managed code application development.

Solution version compatibility changes

Starting with this release, solutions exported from a newer version of Microsoft Dynamics CRM cannot be installed into older versions. This includes major/minor version differences. For more information see Version compatibility.

What I think this is saying is you can import CRM 2011 solutions into CRM 2013

but you can’t import CRM 2013 solutions in CRM 2011 (why would you want to do that)

Autosave and no duplicate detection

I have put these together because I think one has a knock on affect to the other.  Auto saving has meant that the duplicate detection can no longer function when saving records (because they are saving all the time without all the previous duplicate detection criteria).

Lync/Skype Phone number fields

You can have Phone fields in CRM which when clicked will open Lync or Skype

 Quick Create Form

it’s not part of the SDK but you it’s certainly something developers can use.

Business Rules

You can now hide/show and modify fields without having to write JavaScript



there are a bunch of new JavaScript functionality added.

One of the main new JavaScript functions is now the ability to have field level notifications and instead of using JavaScript alerts you now have notifications  which pop a message at the top of the screen.

This is useful because Microsoft don’t like you using alerts because they don’t work very well in the mobile application but now with notifications you can still show a message to the user and the same code will work with standard CRM and Mobile.


• Xrm.Page.context.client.getClient() – Returns client type i.e. outlook, web or mobile.

• Xrm.Page.context.client.getClientState() – Returns client state i.e. online or offline.
• – This is one interesting as it refreshes the data on the form without even reloading the page. This also enables developers to pass a callback method.
• – Save the form
• – Returns true is form is valid for save else false
• – Sets the form dirty for force save.
• – Returns the value of primary attribute
• Xrm.Page.ui.setFormNotification(message,level,uniqueId) – Sets the notification on top of the form.
• Xrm.Page.ui.clearFormNotification() – Clears the form notification
• Xrm.Page.ui.refreshRibbon() – Refreshes the ribbon. This method does not work on CRM for tablets
• Xrm.Page.getControl(“field_name”).setNotification(“Notification”) – Sets the notification for a specific field right next to the field label. This can often be used as a custom tool tip.
• Xrm.Page.getControl(“new_name”).clearNotification() – Clears the notification
• Xrm.Page.getAttribute(“new_precision”).setPrecision(2) – Override field precision
• Xrm.Page.getControl(“createdon”).setShowTime(true) – Toggle show time at form
• Xrm.Page.getControl(“field_name”).addCustomFilter(fetchFilter, entityType) – Allows developer to add custom filter to a lookup view.
• Xrm.Page.getControl(“field_name”).addPreSearch(handler) – adds pre trigger filter to the lookup
• Xrm.Page.getControl(“ownerid”).removePreSearch(handler) – removes the trigger
• Xrm.Utility.openWebResourceDialog(webResourceName, webResourceData, width, height) – opens a sepecified webresource as a web dialog window.


CRM 2013 – Setting up Visual Studio with the Developer Toolkit for Microsoft Dynamics CRM

In this blog I will go through setting up the Developer Toolkit for Microsoft Dynamics CRM.

For those of you who haven’t used the CRM Developer Toolkit you don’t know what you are missing, it’s awesome and with it Microsoft made developing plugins and workflows a lot easier for CRM 2011 and CRM 2013.  The main benefits of the CRM developer toolkit is it makes it easy to create strongly typed classes and to create and deploy plugins.  Microsoft has a good page going through the benefits – but below are the highlights I think are good.

  • Easily generate strongly typed proxy classes without having to run CrmSvcUtil.e
  • Generate plug-in code so you can immediately begin to write code for business logic.
  • Edit and register plug-ins without using the Plug-in registration tool.
  • Create new web resources or extract existing web resources, add them to your solution, edit them, and deploy changes all within Visual Studio.

A YouTube video walkthrough

First step

Download SDK

You should have visual studio already installed and working


Now install the CRM DEV toolkit, be sure to check for the prerequisites like Windows Identity Foundation

Installed, Create a new project, details in the link below will explains the choices in more detail

I will choose New Visual Studio Solution Template because this will allow you to create plugins, workflows and CRM webresouces etc.  It will also ask you about Silverlight resources just press cancel if you do not want to create any silverlight projects.

setup CRM dev toolkit 1

if you have problems and have windows 8 the link below may help

When the project is created it will pop up the Connect to CRM server dialog.  This is where you put the connection details to CRM in, in my case I am connecting to a CRM 2013 trial.

To work out the CRM Discovery service name, you can go to Settings –> Customizations –> Developer Resources and it will contain the details of the Discovery service for the CRM instance you want to connect to.

setup CRM dev toolkit 3

Remove the https:// and the part /XRMServices/2011/Discovery.svc and then what is left should look something like the value below

setup CRM dev toolkit 2

I have chosen the default solution at the moment but you can change this at any time by going to Tools –> Connect to Dynamics CRM Server and here you can edit the CRM connection details

You are now ready to start creating plugins for CRM 2013, which I will go through at a later date



CRM 2013 Tool – Easy Navigate lets you design your own metro like start page

I saw a tweet from CRM MVP Jukka Niiranen @jukkan mentioning there was a new tool on codeplex which allows you design your own start page.

This sounds interesting particularly as I still find getting around CRM 2013 a little bit on the slow side but this could be because I have been conditioned to go to use the left hand menu which is no more.

There is already a tool called quick navigate which does almost exactly the same thing except it doesn’t let you edit what you show on the start screen.

I have done a quick video looking at the tool and going through the process of installing and uninstalling

Here is what Easy Navigate looks like

It’s easy to install and use.

There is a little trick to uninstalling it, you have to uninstall it inside the easy navigate solution first before you delete the solution.  I was momentarily dumbstruck when it wasn’t letting me delete the solution.

It makes navigating CRM a lot quicker when you first open CRM, particularly if you want to go to Solutions or customizations because I can get there in one click rather than the two or more in the default navigation method.

If you are not a CRM Admin (which automatically gets all new security roles ) then you need to assign EasyNavigate security role to any users who want to use it.  I haven’t got any other users in CRM 2013 trial so I’m not sure how it works with regards to security privileges of the user and if they can view only the entities they are allowed but it wouldn’t really matter because if they clicked on it they couldn’t see anything so why would they

Here is my new default start, got rid of marketing and service and moved case to sales.

The only down side I can see is it isn’t easy to add the tiles back once you have got rid of them.

Here is the link to the codeplex project page so you can download it yourself

A quick look at the CRM 2013 navigation changes from the eyes of a CRM 2011 User

There are a lot of CRM developers who have been developing and using CRM 2011 and will soon be starting CRM 2013 project or there will be those developers who are currently working on CRM 2011 project and are thinking about the future and want to be prepared for CRM 2013 projects.

There will also be CRM developers who are new to CRM 2013 so this blog post and video from my Hosk CRM Dev youtube channel is going to look at the navigational changes which have been implemented in CRM 2013 and just give you an overview.

The best way to learn about how CRM 2013 works is to setup a trial and get stuck in there yourself, I have a step by step guide to doing this here, so you have no excuses.

Here is the youtube video

I have also written a blog post about it

So what are the main changes

No more popups

CRM 2013 has done a great job of stopping the popup explosion that can sometimes happen in CRM 2011.  In fact popups seem to occur so infrequently that one a new window does pop up it seems like a bit of a shock.  This also has the effect of having no anchor web page.

Left side Navigation gone

In CRM 2011 you use to

but now will see there is no left hand navigation

So they have moved the left hand navigation menu and basically put it on the top.  The image above shows the previous roles and settings menu and then when you click on one of those you can then access the previous upper left hand navigation.

This works quite well once you get used to it, initially you are not sure where to go and some times the navigation doesn’t seem obvious.  It can also be tricky to navigate if you need an option not in the initial set, press the > (right arrow) needs you to be quite precise and it can slow the speed of navigation.

Social Pane

Above we can see the social pane and it does provide some useful functionality and allows you to create notes and phone tasks quickly but I have answered lots of CRM forum questions where users would like to customize it but there is no way to customize it at all.  I appreciate Microsoft have create this cool, extra functionality widget but Microsoft Dynamics CRM’s strength lies in the fact it is highly customization and so when you have something that you can’t change this can cause frustration.

I wonder if customers would want the social pane functionality, I can see a lot of people removing it, despite the fact it’s great for adding notes and tasks.

Quick Create

This is another area which is good on one hand because it stops a popup and allows you to quickly create a new record.  It’s good for contacts but many entities I have created in the projects I have worked on would need validation and javascript so it wouldn’t be applicable but I think it’s good option to have.

Auto Save

Auto save isn’t really part of the navigation I suppose but I will give it a mention.   I’m still not convinced by autosave, it seems to me Microsoft have added some functionality that no one asked for? and I haven’t yet heard a great reason why Autosave has been added. Personally I like the fact records are not saved until you are ready

Advanced Find

Where is it?  I spent a load of time looking for the advanced find.  Microsoft have made one of my favorite tools impossible to find.  The only question I have is WHY.

CRM MVP Jukka Niiranen has done a really good blog post on finding the advanced find, an article all CRM 2013 users should read.


I don’t think it’s called the ribbon but I what ever it is the command bar, why can it only contain five items.

Recently viewed

I love this, it really speeds up navigation as long as you need to find records you have recently used.  There was a good feature of favourites but Microsoft have removed this and replaced it with recent.  It’s a fair trade.


I like the new subgrids, they have tried to make things faster/smoother by having a little subgrid and if you need more details you press the square grid (ish) button and you get the good old sub grid.  I would say this is an improvement, particularly on form hosting the subgrid.  You may have a bit of a problem if you wanted to display the full subgrid (this maybe possible, I wasn’t sure how to do it in my quick run through)


I haven’t used the new mobile functionality yet but it’s definitely a big win, the only question I have is I haven’t really seen many people using tablets at work but if you waited for people to use tablets at work before you added the functionality into CRM then you would be too late.


Overall I think CRM 2013 looks great, it looks much much better than CRM 2011.  I’m sure a lot of my currently views may well be down to the fact that it’s all different.  In some ways it seems a bit like Windows 8, initially you think WOW it looks great, then you get to the stage of being frustrated because it’s not easier to use and in some places confusing and not logical.  CRM 2013 is not as different or intuitive as initial opinion of Windows 8.  Most of the changes make navigating quicker and easier, until you need to use a ribbon or command bar where the real estate is limited.

I think it’s definitely a step forward but not the great big leap that CRM 2011 was from CRM 4 but the the more I use it the more I will learn to love it is my prediction.


Don’t forget to join me on youtube for Hosk’s CRM Dev channel if you are interested in CRM Development

Step by Step guide to creating a CRM 2013 Online trial

Microsoft kindly have a free online trial which last for the 30 days and allows users to trial Microsoft Dynamics CRM 2013 for free.  This is a fantastic feature for CRM developers because it allows CRM developers to have a look at CRM 2013 and to develop with CRM 2013.

I have personally found it very useful because it gave me an opportunity to try CRM 2013 and play with the new features in CRM 2013, it also means you have access to a CRM 2013 instance and all you need to connect to it is an internet connection, allowing you to do CRM development without having to setup a virtual machine on your laptop.

The CRM 2013 online trial is a master stroke from Microsoft because it allow potential customers to quickly and easily have a look at CRM 2013 and for companies to quickly create a quick modified demo for potential customers.

So as part of Hosk’s Microsoft Dynamic CRM Development youtube video channel which I started late last week, which is a channel focusing on CRM Development, I will run through creating a CRM 2013 trial as one of the first video’s so that I know subscribers to the video will know how to get a CRM 2013 trial and will have a CRM 2013 instance to do CRM 2013 development on.

Overall it’s a fairly straight forward process but there are just a couple of tricky steps and it shouldn’t take you more than 10 minutes.

I have made a video going through the steps here but if you don’t like video’s then there are some instructions below for you to follow

Step by Step Instructions

1.  To start go to this – url

2.  You should see something similar to the screen show below, press the Try it Free button, press it

sign up 1

3.   You then need to fill in your details, two things to note.  Country is important because it sets the region and if you choose to activate you subscription then it must be the country/region of your credit card, also you cannot change this after it has been set.

Don’t worry too much though because you can always create another CRM 2013.

sign up 2

4.  When you have gone through the steps above you will be in the office 365 admin centre.  You will see CRM will be provisioning, which basically means it’s creating it.  If you wanted to add more users you would do this in the Admin section.  When CRM has stopped provisioning and has changed to no issues, it means you can use it.

Click the CRM navigation button at the top (on the left of Admin)

sign up 3

5.  It will now display you CRM instances (you may have more than one) and it also has the friendly name which is useful if you have a few instances you can give them distinctive names

sign up 4

6.  You should be getting excited now, You are almost ready to start using CRM 2013 online.  The last thing you need to confirm is your base currency, this is an important choice because you will not be able to change it and all the currency figures and calculations will be done in the base currency (but each user can display it in a difference currency).  Make your choice and press configure and you will then be taken to your CRM 2013 instance.

sign up 5

Finally your new CRM 2013 online trial will be available for you to use

sign up 6

CRM 2013 – Microsoft Dynamics CRM 2013 support options

A customer asked me what support there was for CRM 2013 online, in some ways this is a tricky question because I know there is so much free online resources of information on CRM 2013 and if you just type do an internet search for any question you have you will get lots of answers but what are the offical support offerings from Microsoft.

Not to mention the CRM forums which I have answered lots of questions on recently and often the people answering questions on the CRM forums are either CRM MVP’s, Experience CRM users or Microsoft Technical staff.  This is a very good free resource available to users.

I also new about opening support tickets with Microsoft, they are often not very quick but they do usually resolve the issue once they get to work on it (and you have proven it’s not your customizations causing the problem)

Whilst search for support options I found this handy section on the url below

Microsoft Dynamics CRM 2013 Online support offerings

Microsoft Dynamics CRM Online support provides flexible, industry-leading support, services, and resources that enable users to quickly address technical issues, deepen their professional expertise, and maximise ROI. CRM Online support lets you choose a plan that best meets your business needs, and gets you back to work faster whenever issues arise.

Flexible options
Industry-leading support
Unlimited technical support
Service delivery manager
Self-help tools & community forums
Service dashboard

Note This capability is available only to Microsoft Dynamics CRM Online customers that subscribe through the Microsoft online services environment. Professional Direct Support for CRM Online is available in limited geographies of the United States, United Kingdom, and Canada.

Microsoft Dynamics CRM 2013 support options

CRM 2013 online support options