Microsoft is committed to protecting your privacy, while delivering
software that brings you the performance, power, and convenience
you desire in your personal computing. This privacy statement
explains many of the data collection and use practices of Microsoft
Dynamics CRM 2011 (“CRM”), both the client-based and Online
versions. It does not apply to other online or offline Microsoft
sites, products, or services.
CRM allows you to build customer loyalty to drive repeat business.
Used by leading companies worldwide, business solutions from
Microsoft Dynamics CRM are: Flexible, with options for deployment,
purchase, and access; familiar and easy to use because it works
like other Microsoft products; and designed to fit your business
through extensive customization and partner offerings.
Collection and Use of Your Information
When you set up and use CRM, personal information such as e-mail addresses, names, home or work addresses, and telephone numbers will be collected within CRM, and some of that information will be sent to Microsoft. This information will be used by Microsoft and its controlled subsidiaries and affiliates to enable the features you are using and provide the service(s) or carry out the transaction(s) you have requested or authorized. It may also be used to analyze and improve Microsoft products and services.
In order to offer you a more consistent and personalized experience
in your interactions with Microsoft, information collected through
one Microsoft service may be combined with information obtained
through other Microsoft services. We may also supplement the
information we collect with information obtained from other
companies. For example, we may use services from other companies
that enable us to derive a general geographic area based on
your IP address in order to customize certain services to your
geographic area.
Except as described in this statement, personal information
you provide will not be transferred to third parties without
your consent. We occasionally hire other companies to provide
limited services on our behalf, such as packaging, sending and
delivering purchases and other mailings, answering customer
questions about products or services, processing event registration,
or performing statistical analysis of our services. We will
only provide those companies the personal information they need
to deliver the service, and they are prohibited from using that
information for any other purpose.
Microsoft may access or disclose information about you, including
the content of your communications, in order to: (a) comply
with the law or respond to lawful requests or legal process;
(b) protect the rights or property of Microsoft or our customers,
including the enforcement of our agreements or policies governing
your use of the services; or (c) act on a good faith belief
that such access or disclosure is necessary to protect the personal
safety of Microsoft employees, customers, or the public. We
may also disclose personal information as part of a corporate
transaction such as a merger or sale of assets.
Information that is collected by or sent to Microsoft by CRM
may be stored and processed in the United States or any other
country in which Microsoft or its affiliates, subsidiaries,
or service providers maintain facilities. Microsoft abides by
the safe harbor framework as set forth by the U.S. Department
of Commerce regarding the collection, use, and retention of
data from the European Union, the European Economic Area, and
Switzerland.
Collection and Use of Information About Your Computer
When you use software with Internet-enabled features, information
about your computer (“standard computer information”) is sent
to the Web sites you visit and online services you use. Microsoft
uses standard computer information to provide you Internet-enabled
services, to help improve our products and services, and for
statistical analysis. Standard computer information typically
includes information such as your IP address, operating system
version, browser version, and regional and language settings.
In some cases, standard computer information may also include
hardware ID, which indicates the device manufacturer, device
name, and version. If a particular feature or service sends
information to Microsoft, standard computer information will
be sent as well.
The privacy details for each CRM feature, software or service
listed in this privacy statement describe what additional information
is collected and how it is used.
Security of Your Information
Microsoft is committed to helping protect the security of your
information. We use a variety of security technologies and procedures
to help protect your information from unauthorized access, use,
or disclosure. For example, we store the information you provide
on computer systems with limited access, which are located in
controlled facilities.
Changes to This Privacy Statement
We will occasionally update this privacy statement to reflect
changes in our products, services, and customer feedback. When
we post changes, we will revise the “last updated” date at the
top of this statement. If there are material changes to this
statement or in how Microsoft will use your personal information,
we will notify you either by posting a notice of such changes
prior to implementing the change or by directly sending you
a notification. We encourage you to periodically review this
statement to be informed of how Microsoft is protecting your
information.
For More Information
Microsoft welcomes your comments regarding this privacy statement.
If you have questions about this statement or believe that we
have not adhered to it, please contact us:
Microsoft Privacy
Microsoft Corporation
One Microsoft Way
Redmond, WA 98052 USA
If you have a technical or general support question, please
visit http://support.microsoft.com to learn more about Microsoft
Support offerings.
Specific Features for CRM Online and CRM Client-Based Versions
This section of the privacy statement addresses the following
specific features for Microsoft Dynamics CRM 2011, both the
Online and client-based versions:
Microsoft Dynamics CRM 2011 for Microsoft Office Outlook
Microsoft Dynamics CRM 2011 for Microsoft Office Outlook (“Outlook
Client”) lets you track CRM-related information automatically,
including e-mail, contacts, tasks, and appointments.
In order to use the Outlook Client you will be asked to sign
in with your credentials (an e-mail address and password). You
may choose to save this information locally so that you are
not asked for your credentials each time you open Microsoft
Outlook. If you choose to save this information your Outlook
Client will automatically connect to CRM every time you open
Microsoft Outlook.
After the first time you sign in and use the Outlook Client
the connection between your computer and CRM will always be
open when you have access to the Internet. This enables you
to sign in to and use CRM more quickly. You may choose to turn
off the connection between your computer and CRM through the
Options area of the Outlook Client. If you choose to de-select
this option, the Outlook Client may suffer from decreased performance.
You can use the Outlook Client to track e-mail in CRM. If you
do, the e-mail thread will be visible to the users in your organization
who have permission to view it. You can track your e-mail in
CRM in four ways:
- (1) Automatically tracking only the responses to the e-mails
currently being tracked,
- (2) automatically tracking all e-mail that you send and receive,
- (3) automatically tracking only e-mails from CRM contacts, accounts,
leads, etc., and
- (4) automatically tracking all e-mail messages from CRM records
that are e-mail enabled.
You can change the tracking mechanism by going to the personal
settings area in the Outlook Client. Your system administrator
can also set this setting for you. Option 1 is the default option
– in other words, by default, only the responses to the e-mails
you have chosen to track are tracked in CRM. All responses (by
you and others) will be tracked until you choose to stop tracking
a particular e-mail thread. Once you stop tracking an e-mail
thread, the previously sent or received e-mails that were tracked
in CRM will remain in CRM unless you delete them manually.
For every e-mail you receive, the Outlook Client will send CRM
the sender’s e-mail address, the recipient’s e-mail address
and the subject line of the message. This enables CRM to validate
whether any particular mail should be stored by the CRM service.
For e-mail that you, another CRM user in your organization or
an administrator has chosen to track, the service will, after
validating, request the Outlook Client to send the entire e-mail
to CRM. E-mails created by CRM (e.g. a workflow action sending
e-mail on your behalf or e-mails you sent via the CRM web application,
if you choose to enable this feature) may be submitted/sent
via Outlook Client.
Even if you choose not to track a particular item (e-mail, appointment,
or task) in CRM, the item may still be tracked by CRM if any
of the people on the sender or recipient list of that item have
opted to track it. If an item is being tracked by CRM, Microsoft
Outlook will display a different icon than the icon usually
displayed for that type of item (e-mail, appointment, etc.).
The Outlook Client also lets you track other Microsoft Outlook
items like contacts, appointments, and tasks. You may track
any of the items by clicking the “Track to CRM” button on the
toolbar in that item. If you are using Microsoft Outlook 2007,
an item may be untracked from CRM by using the same button.
Once an item is tracked, a copy of that item will be maintained
by the CRM service and will be visible to the other users in
your organization who have right permissions. If you are using
Microsoft Outlook 2007, when an item is untracked, that copy
is automatically deleted from the CRM service only if that item
is owned by you.
The Outlook Client Laptop version lets you take your CRM data
offline. The functionality can be used by clicking the button
“Go Offline” on the Outlook Client toolbar in Microsoft Outlook.
This functionality is not related to the connection of Microsoft
Outlook with Microsoft Exchange, or your browser’s functionality.
Microsoft Dynamics CRM 2011 E-Mail Router
Like the Outlook Client, the Microsoft Dynamics CRM E-Mail Router
(“E-mail Router”) lets you track CRM-related information automatically.
The e-mail tracking functionality in the E-mail Router operates
in the manner described above in the Outlook Client section.
The E-mail Router also lets you send and receive e-mails via
the browser-based CRM Online.
Microsoft Update
What This Feature Does:
Microsoft Update is a service that provides Windows updates
as well as updates for other Microsoft software.
Information Collected, Processed, or Transmitted:
For details about what information is collected and how it is
used, see the Update Services Privacy Statement at http://update.microsoft.com/microsoftupdate/v6/privacy.aspx?ln=en-us.
Use of Information:
For details about what information is collected and how it is
used, see the Update Services Privacy Statement at http://update.microsoft.com/microsoftupdate/v6/privacy.aspx?ln=en-us.
Choice/Control:
The Preference page does not have any option selected (there
are two radio buttons, one for Accept and one for Decline—neither
is selected by default). Once the user has made a selection,
the Next button is enabled and the user may proceed with setup.
If the setup is cancelled before getting to the installation
step the Microsoft Update setting is not saved. If the user completes the install, then Microsoft Update is turned on for the machine if the user selected Accept..
Since this is a machine level setting, to turn Microsoft Update
off later, the system administrator can use the standard Windows
preference UI for Microsoft Update. You only see Microsoft Update
on the initial CRM install (again only if Microsoft Update is
not currently enabled for the machine).
Customer Experience Improvement Program
You have the option of joining our Customer Experience Improvement
Program to improve the quality, reliability, and performance
of Microsoft software and services.
If you join, Microsoft will collect information about your hardware
configuration and how you use the product to identify trends
and usage patterns.
What This Feature Does:
The Customer Experience Improvement Program (“CEIP”) collects
basic information about your hardware configuration and how
you use our software and services in order to identify trends
and usage patterns. CEIP also collects the type and number of
errors you encounter, software and hardware performance, and
the speed of services. We will not collect your name, address,
or other contact information.
Information Collected, Processed, or Transmitted:
The feature does not collect your name, address, or any other
contact information. For more information and a complete privacy
statement for the Customer Experience Improvement Program, view
the Privacy Statement for the Microsoft Customer Experience
Improvement Program. For more information about the information
collected, processed, or transmitted by CEIP, see the CEIP privacy
statement at http://www.microsoft.com/products/ceip/EN-US/privacypolicy.mspx.
Use of Information:
We use this information to improve the quality, reliability,
and performance of Microsoft software and services.
For CRM Online it is not possible to opt out from the CEIP data
collection. In the CRM client application, the administrator
opts in by setting both the CEIP setting in the deployment administrator
under the Properties page of the root node and the organization
administration setting in Settings > Administration > Privacy
> Usage Reporting tab.
Error Reporting
The Error Reporting feature allows users to report to Microsoft
the errors they encounter while using the CRM client application.
When an error occurs you can immediately report it to Microsoft,
if you have an Internet connection. By default, you are prompted
each time an error occurs to send an error report to Microsoft.
In the CRM client application, under the Privacy tab of the
personal settings area (select Tools > Options… and click on
Privacy), you have the option to automatically send error reports
to Microsoft.
Error reports may include the error description, the URL of
the Web page where the error occurred, a unique identifier for
your organization, the version of CRM you are using, standard
computer information (see above), and your organization’s name
as it is registered with CRM. Although error reports do not
intentionally collect personal information, it is possible that
such information may inadvertently be captured in the report.
If present, Microsoft will not use this information to identify
or contact you. The administrator can overwrite the error reporting
setting on the client from Settings > Administration > Privacy
> Error Reporting tab.
We use error reports to help improve our software and services.
Microsoft employees and contractors may be provided access to
error reports. If an error report indicates that one or more
third-party products were involved in causing the problem, Microsoft
may send the report to those third parties. However, they may
use the information only to repair or improve the products that
they publish or manufacture.
Help
Help for CRM Online is hosted by Microsoft as part of the subscription-based
service. Help for the on-premise version of the product is hosted
by the customer. When any user working with CRM for Outlook
goes offline, a local copy of Help is provided from their computer.
Help for CRM Online includes code that enables Microsoft to
learn about aggregate usage patterns across the content. As
part of this code, a cookie may be installed on the user’s system.
No personally identifiable information is collected from CRM
Online users. This code is not present in the on-premise version
of the product hosted by the customer, nor in the Help integrated
with CRM for Outlook when offline.
Help for both CRM Online and the client application include
a feedback form. This feedback form opens the user’s e-mail
application and enables the user to send Microsoft feedback
about the content. To provide additional support for the content
that customers use, Microsoft may reply to these e-mail messages
and interact with individual users. Any personally identifiable
information collected from individual users will not be used
to contact them for any purposes other than to provide this
additional support, and to improve future versions of Help and
other User Assistance.
Specific Features for CRM Online
This section of the privacy statement addresses the following
specific features for Microsoft Dynamics CRM Online:
Collection and Use of Your Information
We may send certain mandatory service communications such as
welcome letters, billing reminders, information on technical
service issues, and security announcements. Some Microsoft services
may send periodic member letters that are considered part of
the service. We may occasionally request your feedback, invite
you to participate in surveys, or send you promotional mailings
to inform you of other products or services available from Microsoft
and its affiliates.
CRM Online
In order to use some of the CRM Online functionality (e.g.:
Outlook Client, and dynamic export to Excel), you will be asked to sign in with your Windows Live
ID credentials (an e-mail address and password—for additional
information please see “Windows Live™ ID” below). You may choose
to save this information locally so that you are not asked for
your credentials each time you try to access CRM Online. If
you choose to save this information, your CRM Online component
will automatically connect to CRM Online every time you open
the component.
Windows Live™ ID
To sign in to CRM Online you will be asked to enter an e-mail
address and password, which we refer to as your Windows Live
ID. After you create your Windows Live ID, you can use the same
credentials to sign in to many different Microsoft sites and
services, as well as those of select Microsoft partners that
display the Windows Live ID logo. By signing in on one Microsoft
site or service, you may be automatically signed in when you
visit other Microsoft sites and services. To learn more about
how your credential information is used when you sign in to
participating sites, please read the Microsoft Online Privacy
Statement at http://privacy.microsoft.com/en-us/fullnotice.mspx.
When you make requests to the CRM Online system, the client
component authenticates under encryption with Windows Live ID (WLID), which returns
a token to the client application. The encrypted request sent to the WLID
server contains the credentials as described, and the token
sent to the CRM server contains the user’s PUID in the form
of a User Principle Name (UPN). The token is encrypted.
Display of Advertising (Opt-Out)
Many of the Web sites and online services we offer, as well
as those of our partners, are supported by advertising. Through
the Microsoft Advertising Platform, we may display ads on our
own sites and the sites of our advertising partners.
When we display online advertisements to you, we will place
a one or more persistent cookies on your computer in order to
recognize your computer each time we display an ad to you. The
cookies we use for advertising have an expiry date of no more
than 2 years. Because we may serve advertisements on many different
Web sites, we are able to compile information over time about
where you, or others who are using your computer, saw and/or
clicked on the advertisements we display. We use this information
to make predictions about your characteristics, interests or
preferences and to display targeted advertisements that we believe
may be of interest to you. We may also associate this information
with your subsequent visit, purchase or other activity on participating
advertisers’ Web sites in order to determine the effectiveness
of the advertisements.
While we may use some of the information we collect in order
to personalize the ads we show you, we designed our systems
to select ads based only on data that does not personally and
directly identify you. For example, we may select the ads we
display according to certain general interest categories or
segments that we have inferred based on (a) demographic or interest
data, including any you may have provided when creating an account
(e.g. age, zip or postal code, gender), demographic or interest
data acquired from other companies, and a general geographic
location derived from your IP address, (b) the pages you view
and links you click when using Microsoft’s and its advertising
partners’ Web sites and services, and (c) the search terms you
enter when using Microsoft’s Internet search services, such
as Bing, and (d) information about the users you most frequently
interact with through Microsoft’s communications or social networking
services, such as Messenger. For more information about how
we target ads, visit Personalized Advertising from Microsoft.
When we display personalized targeted ads, we take a number
of steps designed to protect your privacy. For example, we store
page views, clicks and search terms used for ad personalization
targeting separately from your contact information or other
data that directly identifies you (such as your name, e-mail
address, etc.). Further, we have built in technological and
process safeguards designed to prevent the unauthorized correlation
of this data. We also give you the ability to opt-out of personalized
targeted ads. For more information or to use the opt-out feature,
you may visit our opt-out page. In addition, you can go to the
Network Advertising Initiative, which offers a single location
to opt-out of ad targeting from member companies. We also provide
third party ad delivery through our Atlas subsidiary. For more
information, visit the Atlas website at: http://www.atlassolutions.com/.
Although the majority of the online advertisements on Microsoft
sites are displayed by Microsoft, we also allow third-party
ad serving companies, including other ad networks, to display
advertisements on our sites. These companies currently include,
but are not limited to: 24/7 Real Media, aCerno Inc, AdBlade,
AdConion, AdFusion, Advertising.com, Bane Media, Brand.net,
CasaleMedia, Collective Media, Fox Interactive, Interclick,
Millennial, PrecisionClick, ROI Media, Social Media, SpecificMedia,
TrafficMarketplace, Tribal Fusion, ValueClick, and YuMe.
These companies may offer you a way to opt-out of ad targeting
based on their cookies, and some of them are also members of
the Network Advertising Initiative. You may find more information
by clicking on the company names above and following the links
to the Web sites of each company.
Use of Cookies
Microsoft Web sites use "cookies" to enable you to sign in to
our services and to help personalize your online experience.
A cookie is a small text file that is placed on your hard disk
by a Web page server. Cookies contain information that can later
be read by a Web server in the domain that issued the cookie
to you. Cookies cannot be used to run programs or deliver viruses
to your computer.
One of the primary purposes of cookies is to store your preferences
and other information on your computer in order to save you
time by eliminating the need to repeatedly enter the same information
and to display your personalized content and appropriate advertising
on your later visits to these sites. Microsoft Web sites also
use cookies as described in the Collection of your Information
and Display of Advertising sections of this privacy statement.
When you sign in to a site using your Windows Live ID or Microsoft
Passport Network credentials, we store your unique ID number,
and the time you signed in, in an encrypted cookie on your hard
disk. This cookie allows you to move from page to page at the
site without having to sign in again on each page. When you
sign out, these cookies are deleted from your computer. We also
use cookies to improve the sign in experience. For example,
your e-mail address may be stored in a cookie that will remain
on your computer after you sign out. This cookie allows your
e-mail address to be pre-populated, so that you will only need
to type your password the next time you sign in. If you are
using a public computer or do not otherwise want this information
to be stored, you can select the appropriate radio button on
the sign-in page, and this cookie will not be used.
You have the ability to accept or decline cookies. Most Web
browsers automatically accept cookies, but you can usually modify
your browser setting to decline cookies if you prefer. If you
choose to decline cookies, you may not be able to sign in or
use other interactive features of Microsoft sites and services
that depend on cookies, and some advertising preferences that
are dependent on cookies may not be able to be respected.
If you choose to accept cookies, you also have the ability to
later delete cookies that you have accepted. In Internet Explorer
7, you can delete cookies by selecting “Tools”, “Delete browsing
history” and clicking the “Delete Cookies” button. If you choose
to delete cookies, any settings and preferences controlled by
those cookies, including advertising preferences, will be deleted
and may need to be recreated.
Use of Web Beacons
Microsoft Web pages may contain electronic images known as Web
beacons - sometimes called single-pixel gifs - that may be used
to assist in delivering cookies on our sites and allow us to
count users who have visited those pages and to deliver co-branded
services. We may include Web beacons in promotional e-mail messages
or our newsletters in order to determine whether messages have
been opened and acted upon.
Microsoft may also employ Web beacons from third parties in
order to help us compile aggregated statistics regarding the
effectiveness of our promotional campaigns or other operations
of our sites. We prohibit Web beacons on our sites from being
used by third parties to collect or access your personal information.
Finally, we may work with other companies that advertise on
Microsoft sites to place Web beacons on their sites in order
to allow us to develop statistics on how often clicking on an
advertisement on a Microsoft site results in a purchase or other
action on the advertiser's site.
User Invitation
When a new user is invited to CRM Online an invitation e-mail
is sent to the new user. The invited user must then accept the
invitation in CRM Online using a Windows Live ID profile that
is associated with the e-mail address to which the invitation
was sent.
Application for Invoicing
Microsoft uses the information you provide in the Application
for Invoicing form for credit evaluation and account set up.
Microsoft will not share the information you provide with third
parties without your permission except where necessary to complete
the services or transactions you have requested, or as required
by law. Microsoft is committed to protecting the security of
your personal information. We use a variety of security technologies
and procedures to help protect your personal information from
unauthorized access, use, or disclosure. Your personal information
is never shared outside the company without your permission,
except under conditions explained above.
Data Export to Microsoft Office Excel
CRM Online allows you to export your CRM data from CRM Online
to Microsoft Office Excel (“Excel”). There are two different
methods of exporting data: You may export data as a static worksheet,
or as a dynamic worksheet/pivot table. During static export
a local copy of the data being exported is created and stored
on your machine. No connection is maintained between this local
copy and the CRM Online Service. The data is transferred from
CRM Online to your computer via secure SSL connection.
During dynamic export a link is maintained between the Excel
worksheet and the CRM Online service. Every time a dynamically
exported worksheet is refreshed the user opening that file will
be authenticated with CRM Online using the user’s credentials.
CRM Online only allows the users to see the data that they have
permissions to view.
An administrator may determine whether your organization’s users
are permitted to export the data to Excel by changing the users’
security roles. This can be done via the settings area in CRM
Online.
Import/Export Customizations
You can import and export your CRM Online customizations to
and from CRM Online. When you do so, the customizations, which
may contain your name or other personal information, are transferred
over an secured SSL connection between your computer and Microsoft’s
servers.
Internet Lead Capture
The Internet Lead Capture feature enables you to create landing
pages for your advertisements. Your landing page can collect
information that has been submitted by search users via text
entry fields, thus generating an internet lead. You can assign
the internet lead to other users for further follow up. Internet
lead capture is only available for customers with the English
base language in the United States and Canada.