Connecting to CRM

Resco Mobile CRM and other Resco client applications can connect to various backend systems, such as Microsoft Dynamics 365, Salesforce, or Resco Cloud.

Prerequisites

Make sure that the time, date, and time zone are set correctly on your mobile device. When misconfigured, this can cause issues when trying to synchronize the application with your backend system.

Connect as internal user

Connect as an internal user

On the Welcome screen, tap Internal User.

Enter your login credentials

Enter your login credentials

To synchronize the app with your CRM server, enter the URL of your server, your user name, and password.

Select user type

There are multiple options for the User Type — select the one that describes you:

• Standard user: Everyone who is an employee and has CRM login credentials is a standard user. This applies to all types of professions: sales representatives, service technicians, marketing specialists, managers, etc.
• OAuth2: Use this option if you are a Salesforce user, or if your company uses two- (or multi-) factor authentication, where an additional form of verification is needed besides the user password (text message, email, use of authenticator app).
• Current Windows user: Only available on some Windows devices, this option allows you to log in to the mobile app using your current operating system credentials. This option is compatible only with the Active Directory server (ADFS or Azure AD are not supported).

If you are an external user who connects to a company’s application, for example as a customer or supplier, see section External users below.

MDM users with authentication methods like conditional access, user certificates, or reverse proxy may need to enable Enterprise Authentication.

Backend-specific information

Please review these additional instructions that depend on your backend system.

Microsoft Power Platform / Microsoft Dynamics

Resco Mobile CRM can connect directly to all Microsoft Dynamics CRM server deployments (Online & On-premise) and all versions (4.0, 2011, 2013, 2015 & 2016). There are minor login differences for each.

Power Platform / Dynamics Online / Dynamics 365 URL: The URL is the same one you see in your browser when connecting to MS Dynamics CRM from your PC. It is usually in a similar form to this one: https://companyname.crm.dynamics.com. Username: Your LiveID - the same one you use to connect via PC. Example: anthony@live.com, anthony@company.onmicrosoft.com or a custom email address Password: Password for your LiveID account See also this blog if your organization uses multi-factor authentication. Blog

Sample URL for on-premise installations Microsoft Dynamics on-premise installation URL: Enter the server address, or IP address (e.g. http://10.0.0.1) of your server. If you are not sure as to what is your server address, check the URL of CRM server when you access it from your PC. In some cases you will need to include the organization name to the server URL, e.g. http://server_url/organization. Username and Password: Your Dynamics user name and password (Active domain authentication) are the same as you would enter to log into CRM from your computer. If you are not able to connect to your CRM using these credentials, try entering the domain name before the user name, e.g. domain\user_name.

In either case, tap Synchronize to proceed.

To be able to connect to Microsoft Dynamics with the Resco mobile app, your CRM administrator needs to expose Microsoft Dynamics CRM Web Services and Authentication Services. Otherwise, you’ll be only able to synchronize the application only while you are connected to your internal network. Active Directory — most commonly used with On-premise CRM installations Internet Facing Deployment — this authorization type is used when you access your CRM server over the Internet. The safety of your data is ensured by encrypted HTTPS protocol. Home Realm — If your company uses multiple domains and the authentication is performed using multiple ADFS, you will need to set the Home Realm in the Resco Mobile CRM application's setup according to your MS Dynamics CRM settings.

Resco Cloud

To connect the application to the Resco Cloud (Resco CRM server), enter the following login information: URL: the URL of your organization, the same one you use when accessing your CRM from the browser, e.g. https://organization.rescocrm.com. Username: your email address (issued by the CRM administrator) Password: your password, most probably issued by the CRM administrator Tap Synchronize to proceed.

Salesforce

Log in to Salesforce To connect the application to Salesforce server, enter the following login information: As User Mode select OAuth2. Enter the URL: Use salesforce.com if you are running a production organization on Salesforce. Use test.salesforce.com for a sandbox organization. If your organization allows only login via custom domain, please use your custom domain URL, e.g. mydomain.my.salesforce.com or mydomain.lightning.force.com. Create and confirm a new application password. This is not your Salesforce password; it protects your local data on this particular device. Tap Synchronize to proceed. Enter your Salesforce credentials to log in. At the Allow Access? screen, tap Allow. The application will now start synchronizing data from your Salesforce organization with your device. Once complete, you will be able to see and work with your Salesforce data, whether you are offline or online. Note If you have trouble logging in, please check out the FAQ

Save password

If you want that the app saves your password for future use, set this option on. You won't be prompted to insert it again next time you synchronize the app.

External users

If the backend supports it, you may be able to connect as an external user. Use one of the following user modes:

• Registered external user: People who work with the company and need to access a personalized set of data — partners, agents, external distributors, vendors, suppliers, or clients — will use the External/Portal user mode.
• Anonymous external user: If you want to access the consumer application — you are either a customer, event participant, fan, visitor, or city resident (and were given only the URL and no Username or Password) — use the Anonymous External User option.

Tip

Any company can create its own mobile application, branded with the company name, icon and color scheme, and have it published to the application stores. This app does not need to entail the synchronization window — people will directly access the content of the app, without needing to log in or type in the URL. This is especially useful for consumer apps scenario.

Keep the app active!

When you start the synchronization, keep the app running in the foreground on your device:

• Don't start or switch to a different app.
• Don't press the power button.
• Don't minimize the app.
• Don't lock your device.

The exact behavior for various operating systems (OS) varies, but your OS may interrupt synchronization or even shut down the app unexpectedly.

• On iOS, especially since iOS 13, apps are paused when switched to a different app or tapping home after about 10 seconds (was about 15 minutes on iOS prior to 13), and sync is interrupted.
• Android (so far) keeps the app running (sync as well) when put in the background, if available resources exist. However, it can become more restrictive in the near future.
• When you minimize the Microsoft Store app, it is immediately paused by the system. So, during sync, the app is paused and sync is interrupted. When the app is not minimized, just out of focus, sync continues.

Sidenote: The feature background synchronization serves a different purpose; it cannot suppress OS behavior. Instead, it allows you to continue working with the app while sync is running.

Troubleshooting

If you still can't connect Resco Mobile CRM to your system, contact your system administrator or support provider.

The application keeps a log of all unexpected errors. You can read and send the log file to your support — go to the About section in the Resco Mobile CRM application and tap the Send Log button in the upper right corner.

This opens the log file in an email application; it should be already pre-filled with the email address of your support provider. Send the email and wait for the response.

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