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Manage customers with #Windows #Intune and Microsoft Dynamics CRM Online (Updated)

As a Microsoft partner (or customer), you can connect Windows Intune to MS-CRM to enable management ticketing from MS-CRM for client computers managed through Windows Intune.

The details of how to configure this can be found at https://partner.microsoft.com/india/40169122 and it states “This document shows how Managed Services Providers (MSPs) can use Windows Intune™ in conjunction with Microsoft Dynamics® CRM Online to create and manage customer contracts, establish and automate internal business processes, and create cases based on email messages sent by alerts that track against a customer’s contract.”

It also states that:

As organizations build their Windows Intune MSP capabilities, they can use Microsoft Dynamics CRM Online to:

  • Track customer accounts.
  • Create and manage contracts and service-level agreements (SLAs) with customers.
  • Create and track cases against customer SLAs.
  • Assign customer cases to Windows Intune technicians.
  • Create workflows and dialogs that enforce standardized business practices.
  • Schedule required customer tasks for Windows Intune technicians.


The setup is documented in the file, although the alerting is quite simple:

CRM and Intune

[Updated information]

Since posting this it turns out that there is some key information missing.  This was highlighted in this forum post http://social.technet.microsoft.com/Forums/en-GB/windowsintuneprod/thread/0991538d-2a3d-48de-99b4-a1f0fcf51afe and has the following information:

I'm afraid this white paper is missing a very important prerequisite of E-mail Router. I mean the whitepaper does not mention the fact that CRM online is not an e-mail client, and cannot receive e-mail messages sent by Windows Intune to notification recipient. For this purpose you need an E-mail Router. E-mail router function can be solved several ways, maybe this link will be helpful:http://blogs.msdn.com/b/crm/archive/2011/05/19/crm-online-e-mail-router-yes-we-do-that.aspx 

I hope this is useful.



Posted Wed, Nov 16 2011 12:27 AM by David Overton

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