Resco Mobile CRM – FAQ
GENERAL
Who is the product good for?
Short answer – everyone who wants to work with Dynamics CRM from a mobile device (tablet or
smartphone, or both).
The bit longer answer – the solution is great for sales reps, field workers, service stuff, managers,
repairmen, account managers, etc - basically all people who aren’t sitting at their desktop their entire
working time.
What is the difference between the free and professional version?
Boy, where to start? Here:
The free version comes in its out-of-the-box state and is to be used as it is. You get what you see.
The professional version is the one that enables you to customize the mobile app any way you want it. For
these customizations, we have created Woodford.
How can I try the professional version?
First, download the free app from your app market or from here. Once you synced the app with your
Dynamics CRM server, go ahead and try the 30-day trial of Woodford. Woodford is an easy-to-use
customization and administration tool, which enables you to customize the app the way you want it.
APP
How can I try the app?
That’s easy. Just download the app from your app market (App Store, Windows Marketplace or Google
Play – search for “Resco Mobile CRM”. Or you can get direct links here as well).
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If you are already a MS Dynamics CRM user, sync it directly with your server by filling in your
existing credentials (URL, Name and Password) and see your real data.
If you do not have a Dynamics CRM license yet, you can still try the app with the demo data that is
already in the app.
What devices/platforms does the app support?
Resco Mobile CRM application supports iOS (iPhones and iPads using iOS 5 and above), Android (phones
and tablets using Android 2.3 and above), Windows Mobile (5 and above), Windows Phone (all), Windows
XP, Vista, 7, 8 and RT.
As for devices – the list would be way too long, as it contains all devices that run on the above given
platforms.
How do I synchronize the application?
All you need to do is tap the Sync button and to fill in the URL, User Name and Password. If you are not
sure about the URL, it should be the URL that you use to enter to Internet Explorer on PC, when you want
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to access Dynamics CRM. You can also check the Synchronization Guide, with examples of various CRM
authentications, to know more.
My application cannot sync with the server, why?
First of all make sure the information entered to the Sync screen is correct. Especially make sure the
password is correct. If you are not sure, please check the Synchronization Guide.
If you need to use the VPN connection to access the Dynamics CRM, make sure the VPN is connected.
If none of the above helped, go to Mobile CRM application’s About section and use the top right button to
send us the Log. We will contact you as soon as possible with a solution or request for more information.
What versions of Dynamics CRM does the solution support?
Mobile CRM supports CRM 4.0, CRM 2011, and CRM 2013.
Also both, online & on-premise versions are supported.
Why are my Accounts/Contacts/Leads not shown on the map?
To show records on the Map, you need to have GPS coordinates, latitude and longitude, set in the record.
Especially you need to have fields that contain the latitude and longitude in the entity. They should be the
Real number type fields and contain the location of the record.
It is possible to use Geocoding functionality of Woodford to assign the latitude and longitude data to
records that only contain address information.
What is the difference between online and offline mode?
In online mode you are working with the real data on the Dynamics CRM server. You need to have a
connection to the Dynamics CRM (internet) connection available.
In case of the offline mode, you are working with data downloaded to the local database in the device’s
memory. You can work also without connection to the Dynamics CRM (internet). The connection is only
needed to be able to synchronize local database with the Dynamics CRM server. You can also define which
data is being downloaded to the local database (to have only the needed data) in the Woodford
configuration tool using Sync filters.
Why isn’t all of my data in the application?
In offline mode, by default the application uses Synchronization filters to download only the most recent
and relevant data. Using Woodford configuration tool you can define or remove these filters.
If you have more than 10 000 records in entity and you want them to be downloaded to the application, go
to the Mobile CRM application’s Setup and increase the max Sync Records number. This number indicated
the maximum number of records per entity to be downloaded to the local database.
What happens if my smartphone/tablet gets stolen or lost?
If your device is lost or stolen, and you want to protect the company data, you can remotely lock the
Mobile CRM application or Wipe Out the data from the Mobile CRM application using Woodford’s Security
section. You can also create a conditions that will automatically wipe out or lock the application.
Why cannot I create a record?
When otherwise not configured with the Woodford customization tool, you are most likely missing the
Create privilege in your security role.
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Why cannot I edit a record?
If you cannot edit a record, please check if you can see record’s fields in sections like Address, Call, E-mail,..
If yes, check whether you can see the Edit button. If you can, click it and you will get into the Edit form,
where you can make changes to the record. If you cannot see the Edit button, you most probably do not
have permission to change records in this entity.
If you are on the Edit form, but you cannot make changes to some or all fields, the Mobile CRM
customization is set the way that disables you to change some or all fields, or you do not have permission
to make changes to records.
Why cannot I add or delete a product?
You are not able to add a product because adding a product is more complicated that it might look like
(product lists must be edited and some more steps done). That is why you need to add products on the
Dynamics CRM server side. But if your Dynamics CRM server enables it, you can create/add so called
write-in product.
I case of delete, it is possible to delete a product using the Mobile CRM, but you need to enable this option
in Woodford configuration tool. Of course the product cannot be associated with any other item (e.g. price
list), otherwise Dynamics CRM will not allow you to delete it.
Can I create a PDF from the data in the application?
Unfortunately no, the Mobile CRM application does not have reporting functionality. But it is possible to
create a pdf on the Dynamics CRM server side, which can be then imported into the app.
How secure is my data when it’s on a mobile device?
Your data are by default encrypted on the mobile device’s local memory. For more information about
security in Mobile CRM application, you can check the Security document.
What languages does the app support?
The app supports by default 16 languages (English, German, Italian, Polish, French, etc.), but the
professional version supports all CRM languages – all you need to do is enable them in Woodford.
How often do you update the solution?
The major updates with new features are being released quarterly. Between the major updates, we release
minor updates with minor features or fixes.
How can I purchase the professional version?
You can either purchase it from your Dynamics CRM implementer, from our website, or you can contact us
for a particular quote.
What is the minimum contract duration?
We offer rental licenses that have minimum contract duration of one month.
Customizations
Can I add my custom entities and fields into the application?
Yes. You can enable custom entities and fields to be used in Mobile CRM application and many more. For
more information please check the Woodford manual.
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Can I create different versions of the app for different users?
Yes. You can create different mobile projects for different user security roles.
What is Woodford?
Woodford is a configuration and administration tool using which you can configure our Mobile CRM
application. And it is also a pretty good bourbon label.
Where can I download Woodford?
Here (http://resco.net/mobilecrm/woodford.html). You can choose whether to install Woodford on the
currently used PC, or to download a solution file that can be imported to the CRM server and run
Woodford from the CRM settings. For more information about the installation, please check Woodford
manual, section 2.2.
Can I try Woodford before purchasing a license?
Yes, you can try the 30-day trial of Woodford for unlimited amount of users. Download Woodford here,
once you publish the first customization (mobile project) a 30-day trial will automatically start.
What are the limitations of the trial version of Woodford?
Woodford’s functionality is the same, no matter if you are running the trial period, or if you have
purchased license(s). The only difference is that, in trial mode, there is no limit on the number of users.
When you purchase license(s), you will notice a new Woodford’s section, Mobile Users, where you can
assign the licenses to users, enable or disable users as you wish.
How much does Woodford cost?
Woodford does not cost anything. It is simply a tool that enables you to use the purchased professional
licenses of Resco Mobile CRM. Also, the 30-day trial of Woodford, as one would expect, is free of charge.
Can Resco customize the application for me?
We are technology providers - which basically means that we only provide the technology to customers,
who can develop the customizations by themselves. Or we can connect you to one of our partners that can
customize the Mobile CRM application for you.
Where are Woodford customizations stored?
On first run, Woodford creates the required entities that start with resco_ on Dynamics CRM server. All the
projects and other specific data are stored in these custom entities.
I have set up Workflows on the server; can they be active in the app as well?
No. You will need to use the Form Rules and define the rule to be performed. It is similar to defining
Workflows. For more information please check the Rules guide. Some business logic exceeds the
possibilities of Form Rules, and thus you can use the offline HTML5 tabs with Java Script, where you can
write the business logic in JS. Please check the Woodford manual, Sections 5.4, 5.5.
Why cannot I see the customizations I made in Woodford?
When everything goes well, while synchronizing the Mobile CRM application, you should see the message
‘Application was updated’. If you did not receive such message, please check the following.
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Make sure that the device is synchronizing to the correct CRM organization.
Make sure that you clicked on the Publish All button in the mobile project in Woodford.
Make sure that the user’s security role is specified at the mobile project’s properties.
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4.
Make sure that user’s device can connect to https://iservices.resco.net using the default internet
browser.
Please send us the log from user’s Mobile CRM application’s About section, if you still experience issues
after completing these steps.
How do I enable barcode/QR scanning?
Please check the Woodford manual, section 5.3 for more information about enabling the barcode/QR
scanning.
How can I get previous version of Woodford?
You can get it from Woodford Version History website.
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