Microsoft Dynamics CRM 3.0 Approfondimento tecnico.

Microsoft Dynamics CRM Microsoft Dynamics CRM 3.03.0

Approfondimento tecnicoApprofondimento tecnico

Your road to CRM successYour road to CRM successMicrosoft offers an easier wayMicrosoft offers an easier way

Manage relationships easierManage relationships easier

Stay connected with customersStay connected with customers

Automate repetitive work tasksAutomate repetitive work tasks

Flexible design & implementationFlexible design & implementation

Extend with service orientationExtend with service orientation

Adapt easily to changing needsAdapt easily to changing needs

Work within existing infrastructureWork within existing infrastructure

Easy to manage and maintainEasy to manage and maintain

Integrate across sites, platforms & Integrate across sites, platforms & systemssystems

Ensure Ensure End-user End-user adoptionadoption

Adapt Adapt EasilyEasily

Integrate Integrate PowerfullyPowerfully

Ensure Ensure End-user adoptionEnd-user adoption

Adapt Adapt EasilyEasily

IntegrateIntegratePowerfullyPowerfully

Works the WayWorks the WayYou DoYou Do

Works the WayWorks the WayYou DoYou Do

Microsoft CRMMicrosoft CRMEmpowering end-users through familiar tools & Empowering end-users through familiar tools & technologytechnology

Work within everyday applicationsWork within everyday applications

Reduce user learning curveReduce user learning curve

Increase adoption and usageIncrease adoption and usage

++

““The 3.0 version of Microsoft Dynamics CRM The 3.0 version of Microsoft Dynamics CRM tightly marriestightly marries Office and CRM Office and CRM

functionality… it’s functionality… it’s virtuallyvirtually impossibleimpossible to to separate one from the other.”separate one from the other.”

- Bruce Richardson, AMR Research- Bruce Richardson, AMR Research

““Microsoft CRM 3.0 gives us the flexibility to Microsoft CRM 3.0 gives us the flexibility to create exactly the business processes and create exactly the business processes and

data fields we need in our system on a real-data fields we need in our system on a real-time basis.”time basis.”

- Sandy Clifford, IT Director, United - Sandy Clifford, IT Director, United WayWay

Microsoft CRMMicrosoft CRMAdapt to meet the needs of your businessAdapt to meet the needs of your business

Works the WayWorks the WayYour Business DoesYour Business Does

Works the WayWorks the WayYour Business DoesYour Business Does

Adapts to each unique businessAdapts to each unique business

Easy configuration and customizationEasy configuration and customization

Rapid implementationRapid implementation

Microsoft CRMMicrosoft CRMEasy to deploy, manage and maintainEasy to deploy, manage and maintain

Works the WayWorks the WayTechnology Technology

ShouldShould

Works the WayWorks the WayTechnology Technology

ShouldShould

Familiar business platformFamiliar business platform

Safe and secureSafe and secure

Powerful extensibilityPowerful extensibility

““Microsoft CRM runs on Windows Server 2003 and Microsoft CRM runs on Windows Server 2003 and SQL Server- platforms and applications we’re SQL Server- platforms and applications we’re

already familiar with and use in our business today.”already familiar with and use in our business today.”- Greg Hughes, Director, Security & IT, Corillian - Greg Hughes, Director, Security & IT, Corillian

CorporationCorporation

Microsoft CRMMicrosoft CRMSystem architecture componentsSystem architecture components

Foundation servicesFoundation services

Data servicesData services

Platform servicesPlatform services

Business DesignerBusiness Designer

ApplicationApplication

PresentationPresentation

System System ArchitectureArchitecture

Metadata CRM DB

BusinessBusinessHierarchyHierarchy

SecuritySecurityRolesRoles

SystemSystemSettingsSettings

CustomCustomEntitiesEntities

CustomCustomWorkflowWorkflow

SecurityServices

ReportingServices

DataServices

E-mailServices

WorkflowServices

IntegrationServices

Entities RelationsSchemas Objects Forms Views Processes

Business UnitsTeamsUsersAccounts ContactsOpportunities

Import /Import /Export Export XMLXML

CustomCustomFormsForms

Data Services

Platform Services

Business Designer

Presentation

Application

Sales Service Marketing CustomApps

Web

Serv

ices

Web

Serv

ices

Foundation

Efficient Efficient OperationsOperations

Connected Connected SystemsSystems

Service-Orientated

Architecture

LowTCO

IntegrateEasily

Safe andSecure

ReliableInfrastructure

Common Engineering Criteria 2005Common Engineering Criteria 2005

FoundationFoundation

Data ServicesData Services

Integration with Visual Studio and .NETIntegration with Visual Studio and .NET

Native XML technology Native XML technology

Interoperability via Web ServicesInteroperability via Web Services

Integrate and Transform DataIntegrate and Transform Data

Analyze, Store and Mine DataAnalyze, Store and Mine Data

Report and Interact with DataReport and Interact with Data

High availability for enterprise applicationsHigh availability for enterprise applications

Key security and performance featuresKey security and performance features

Focus on self manageability and optimizationFocus on self manageability and optimization

Comprehensive, Integrated data platformComprehensive, Integrated data platform


Secure data across Secure data across users and teamsusers and teams

Integrate information Integrate information across applications across applications and devicesand devices

Centralized Centralized management and management and diagnosticsdiagnostics

Powerful business platformPowerful business platform


Rapid and powerful Rapid and powerful customizationcustomization

Modify core Modify core application objects, application objects, forms and workflowsforms and workflows

Design custom Design custom objects, forms and objects, forms and workflowsworkflows

Instant reporting Instant reporting views and web views and web servicesservices

Dynamic business designer Dynamic business designer

ApplicationApplication

Sales Force Sales Force AutomationAutomation

Service management, Service management, scheduling & dispatchscheduling & dispatch

Rich marketing Rich marketing management management

New and unique New and unique applicationsapplications

Complete CRM suite and more…Complete CRM suite and more…

PresentationPresentation

Natural extension to Natural extension to Microsoft OfficeMicrosoft Office

Adaptive form Adaptive form navigation and navigation and information deliveryinformation delivery

Personalized for each Personalized for each user according to job user according to job role role

Productive, role-based applicationProductive, role-based application

Microsoft CRM for OutlookMicrosoft CRM for Outlook Native client for Sales, Service and MarketingNative client for Sales, Service and Marketing Application toolbarApplication toolbar E-mail, Contact, Calendar and Task linkingE-mail, Contact, Calendar and Task linking Outlook Synchronization engineOutlook Synchronization engine Microsoft CRM Desktop Client for Microsoft Microsoft CRM Desktop Client for Microsoft

Office Outlook Office Outlook Microsoft CRM Laptop Client for Microsoft Microsoft CRM Laptop Client for Microsoft

Office OutlookOffice OutlookApplication CustomizationApplication Customization Customize and rename objectsCustomize and rename objects Customize CRM activitiesCustomize CRM activities Create new custom entitiesCreate new custom entities Forms, views and schemasForms, views and schemas Client-side events & scriptingClient-side events & scripting IFRAME controlsIFRAME controlsWorkflowWorkflow Automate business processesAutomate business processes Activity workflowActivity workflow Custom entity workflowCustom entity workflow Extensible conditions and actionsExtensible conditions and actions Web service implementationWeb service implementationIntegrationIntegration Pervasive web services Pervasive web services System Sitemap.xmlSystem Sitemap.xml ISV.configISV.config Platform “pre” and “post” event triggersPlatform “pre” and “post” event triggers

Reporting and AnalysisReporting and Analysis Contextual report generationContextual report generation SQL Server Reporting ServicesSQL Server Reporting Services Dynamic Microsoft Excel integrationDynamic Microsoft Excel integration Secure reporting data viewsSecure reporting data views SharePoint Web parts and dashboardSharePoint Web parts and dashboardArchitectureArchitecture Service-Oriented ArchitectureService-Oriented Architecture Automatic e-mail routing (Microsoft Exchange Automatic e-mail routing (Microsoft Exchange

Server)Server) Windows Active Directory authenticationWindows Active Directory authentication Clustered SQL Server databases (Active / Clustered SQL Server databases (Active /

Passive) Passive) Support for hub & spoke deploymentSupport for hub & spoke deploymentOtherOther Role-based application securityRole-based application security Strongly-typed development modelStrongly-typed development model CRM Mobile with GPRS synchronizationCRM Mobile with GPRS synchronization Data Migration FrameworkData Migration Framework Additional Microsoft Office integrationsAdditional Microsoft Office integrationsDesigned for Small BusinessDesigned for Small Business Simplified setup Simplified setup Configuration wizardConfiguration wizard Fax server integrationFax server integration Business Contact Manager migrationBusiness Contact Manager migration Automatic client installationAutomatic client installation Health monitor integrationHealth monitor integration Simplified maintenanceSimplified maintenance

Elenco delle funzionalità, tecnologiaElenco delle funzionalità, tecnologia

Architettura di Microsoft CRM 3.0Architettura di Microsoft CRM 3.0

Architettura server e clientArchitettura server e client

Proposal Management: Proposal Management: Business Business scenarioscenario

Update the Update the Proposal DataProposal Data

Proposal Proposal RequestRequest

Assign to Assign to Sales RepSales Rep

Generate a Generate a CRM QuoteCRM Quote

View/Edit View/Edit ProposalsProposals

Send To Send To CustomerCustomer

Notify VendorNotify Vendor

CustomerCustomer

KevinKevinSales ManagerSales Manager

Nancy Nancy Sales RepSales Rep

Nancy Nancy Sales RepSales Rep

VendorVendor

CustomerCustomer

Solution ArchitectureSolution Architecture

Microsoft Microsoft CRMCRM

SharePoint SharePoint SiteSite

1. Proposal1. ProposalRequestRequest

2. Request2. Request

7. Notification7. Notification

5. Word 5. Word DocumentDocument

6. Customer & 6. Customer & Quote data – Quote data – change statechange state

4. Assignment 4. Assignment NotificationNotification

Credit Credit reportreport

Web Service Web Service 3. Credit Report 3. Credit Report

RequestRequest

CustomerCustomer

VendorVendor

Sales RepSales RepSales ManagerSales Manager

8. Email 8. Email NotificationNotification

9. Price 9. Price ProposalProposal

High Developer ProductivityHigh Developer Productivity

Deep integration with Visual Studio .NETDeep integration with Visual Studio .NET

Extensive IntelliSense supportExtensive IntelliSense support

Strongly typed classes & messagesStrongly typed classes & messages

Managed code development modelManaged code development model

Rich functionality and Object modelRich functionality and Object model

Rich browse-able class hierarchyRich browse-able class hierarchy

Process Centric API designProcess Centric API design

Rich functionality including metadataRich functionality including metadata

Fast and low cost Fast and low cost development. development. Write less code.Write less code.

BenefitsBenefits

Build rich and Build rich and powerful powerful solutions with solutions with less codeless code

Horizontal & Vertical ISV supportHorizontal & Vertical ISV support

Generic mode - HorizontalGeneric mode - Horizontal

Strongly typed mode - VerticalStrongly typed mode - Vertical

Metadata driven conversions Metadata driven conversions

Broad industry Broad industry supportsupport

Extensibility & Integration Extensibility & Integration with Web Serviceswith Web Services

SOA & InteroperabilitySOA & Interoperability

WSDL and platform independent modelWSDL and platform independent model

Standards compliant (WS-I BP V1.1) Standards compliant (WS-I BP V1.1)

Simple web service management for all Simple web service management for all entities entities

Full support for customizationFull support for customization

Dynamic type generation (WSDL)Dynamic type generation (WSDL)

Seamless programming modelSeamless programming model

Polymorphic methods Polymorphic methods

Message OrientedMessage Oriented

Process and message centricProcess and message centric

Versioning supportVersioning support

Message based extensionsMessage based extensions

High Longevity, Lower High Longevity, Lower development and development and maintenance costmaintenance cost

BenefitsBenefits

Easy integration with Easy integration with other applications other applications

Less and more Less and more generic code leading generic code leading to lower costto lower cost

Built on a rich platformBuilt on a rich platform

Built on .NET platformBuilt on .NET platform

New .NET based platformNew .NET based platform

Rich class based Query modelRich class based Query model

Rich security modelRich security model

Metadata drivenMetadata driven

Customization without recompilation Customization without recompilation

Dynamically generated metadata Dynamically generated metadata

Web service for runtime discoveryWeb service for runtime discovery

Error handling and performanceError handling and performance

Rich error handlingRich error handling

Tracing and debugging supportTracing and debugging support

Improved performanceImproved performance

Fault tolerant and fast Fault tolerant and fast solutionssolutions

BenefitsBenefits

Develop on a solid Develop on a solid platform platform

Build generic Build generic solutions without solutions without recompilingrecompiling

Works the Way Your Business Works the Way Your Business DoesDoes

Easily adapts to each company’s needsEasily adapts to each company’s needs

Powerful workflow and analyticsPowerful workflow and analyticsWorks the Way Technology Works the Way Technology

ShouldShould Fast to deploy & easy to manageFast to deploy & easy to manage

Powerful Web services architecturePowerful Web services architecture

Works the Way You DoWorks the Way You Do Native Office & Outlook experienceNative Office & Outlook experience

Full range of mobile solutionsFull range of mobile solutions

Sales Service

Marketing

Microsoft Dynamics CRM: The Next Microsoft Dynamics CRM: The Next WaveWave

A complete CRM suite that leverages

the power and productivity of the Microsoft platform.

… … segment-specific sales channelssegment-specific sales channels

Small biz ≠ Mid-market ≠ EnterpriseSmall biz ≠ Mid-market ≠ Enterprise

Support hosted & on-premise Support hosted & on-premise deploymentsdeployments

DeliverDeliver

DevelopDevelop

WinWin

Small Business Mid-market Corporate Enterprise

Microsoft CRM | Microsoft CRM | Product Line StrategyProduct Line Strategy

… … with our top-level value propositionwith our top-level value proposition

Native Office & Outlook experienceNative Office & Outlook experience

Familiar & integrated technology Familiar & integrated technology stackstack

… … flexible CRM suite with great flexible CRM suite with great usabilityusability

Deliver the Deliver the rightright set of features set of features

Rely on partners to extend the Rely on partners to extend the offering offering

Sales Service

Marketing

New Features in CRM 3.0New Features in CRM 3.0

Works The Way Works The Way You DoYou Do

Works The Way Works The Way Your Business Your Business

DoesDoes

Works The Way Works The Way Technology Technology

ShouldShould

Native Outlook Experience

Live Excel Integration

Quick Campaign Wizard

Adaptive Form Navigation

Service Scheduling & Dispatch

Centralized relationships

Ad-hoc Query & Analysis

Integrated Knowledge Management

Fax Integration **

BCM Migration **

Dynamic Business Design

Adaptive Workflow Engine

Activity Customization

SQL Server Reporting Services

Role-based navigation

Dynamic Web Services

Dynamic Web & Page Layout

SharePoint Integration

Express setup for Small Businesses **

Consultant-in-a-box **

Environment Diagnostics Wizard

Enhanced Outlook Synchronization

Optimized Offline Synchronization

Pervasive System Security

Service Oriented Architecture

Increased Developer Productivity

Enhanced Exchange Integration

Increased performance & reliability

Windows Small Business Server 2003

Automatic Outlook Client Installation

** Small Business Edition Only

Native Outlook ExperienceNative Outlook Experience

Native Outlook Experience:Microsoft CRM delivers CRM functionality as a natural

extension of Microsoft Office Outlook.

Who this feature is designed for: All system end-users Sales, Service and Marketing Professionals Business Decision Makers

Business Value: Central access point for all customer

interactions and relationships Laptop users can synchronize CRM data to

an offline, local database.

Integration areas: E-mail integration Calendar integration Contact integration Task integration CRM toolbar, menu and folder system

Works The Way You Do

Live Excel IntegrationLive Excel Integration

Live Excel Integration: Microsoft CRM 3.0’s live excel integration allows users

to analyze business performance and trends entirely with an always-on connection to Microsoft Excel.


Business Value: Dynamic snapshot and pivot of business

performance. Always-on connection between Microsoft

CRM and Microsoft Excel.

Integration areas: All CRM detailed forms. Advanced Find query results Microsoft Excel data source for Microsoft

CRM


Quick Campaign WizardQuick Campaign Wizard

Quick Campaign Wizard: Microsoft CRM 3.0’s Quick Campaign wizard allows

sales and marketing professionals to follow a step-by-step guide for launching an offer or promotion to a group of customers.

Who this feature is designed for: Sales, Service and Marketing Professionals Sales Managers Marketing Managers

Business Value: Quick, 5-step process for launching a

campaign to a target group of customers. Simplified sales prospecting and cultivation. Quickly create letters, e-mails, faxes and

phone calls to propel your sales engine.

Integration areas: Detailed Account, Contact, Lead views Advanced Find query results


Form NavigationForm Navigation(Adaptive User Interface)(Adaptive User Interface)

Form Navigation (Adaptive U/I): Microsoft CRM 3.0’s simplified form navigation

paradigm- called the Form Advisor- delivers pertinent information to simplify data entry into Microsoft CRM. The form advisor queries related system objects and delivers the information in a simplified, non-intrusive form.

Who this feature is designed for: All system end-users Customer Service Professionals Service Scheduling Dispatchers

Business Value: Simplified navigation across core CRM data

forms. Deliver correct, timely information right to

the system user.

Integration areas: All detailed forms Calendar integration Contact integration Task integration CRM toolbar, menu and folder system


Service Scheduling & DispatchService Scheduling & Dispatch

Service Scheduling & Dispatch: Microsoft CRM 3.0’s integrated service scheduling &

dispatch system provides a centralized, consolidated view of your professional service professionals work calendars and schedules. With easy-to-use, intuitive search function, service scheduling professionals can find available and qualified resources to deliver service to your customers.

Who this feature is designed for: Service Dispatcher Service Delivery Personnel

Business Value: Find, locate and schedule qualified resources

for delivering service to customers. Schedule service professionals, equipment

and resources from a centralized, integrated utility

Integration areas: Microsoft CRM web application feature only.


Centralized RelationshipsCentralized Relationships

Centralized Relationships: Microsoft CRM 3.0’s centralized relationship

management capabilities allow your organization to track all important associations and linkages across customers and pending sales opportunities.

Who this feature is designed for: All system end-users (Relationships) Sales Professionals (Opportunity Roles)

Business Value: Quickly establish associations across

customers and the parties they do business with.

Navigate complex organizations within the sales function by assigning roles and influence to key decision makers.

Integration areas: Accounts link to Accounts, Contacts to

Contacts, Accounts to Contacts, Contacts to Accounts

Opportunity roles exist within the sales function to help sales personnel gain buy-in from the right individuals within an organization.


Ad-hoc Analysis (Advanced Find)Ad-hoc Analysis (Advanced Find)

Ad-hoc Analysis: Microsoft CRM 3.0’s ad-hoc query and analysis

capabilities uncover groupings and associations across customer attributes and performance. Businesses can use this powerful utility to define rich customer segments and create bulk operations against a target group of customers.

Who this feature is designed for: All system end-users & power users Sales Managers Marketing Professionals Service Managers

Business Value: Quickly define, search and analyze

customers with similar attributes and behaviors.

Use dynamic list-building capabilities to share insight across the organization.

Integration areas: Microsoft CRM client for Microsoft Office

Outlook Microsoft CRM web client


Integrated Knowledge ManagementIntegrated Knowledge Management

Integrated Knowledge Management: Microsoft CRM 3.0’s integrated Knowledge

Management system enables your organization to document best practices, standard operating procedures and detailed product troubleshooting guides in a centralized, searchable index across your organization..

Who this feature is designed for: All system end-users Service Professionals Information workers

Business Value: Searchable index for detailed operational

procedures and product troubleshooting Integrated with CRM Customer Service cases

for faster issue resolution. Can be emailed directly to customers.

Integration areas: Customer Service Cases Searchable library (Web application only)


Windows Fax Server IntegrationWindows Fax Server Integration

Windows Fax Server Integration: Microsoft CRM 3.0’s native Outlook experience

provides full integration to sales, marketing and customer service from one centralized place.


Business Value: Central access point for all customer

interactions and relationships Laptop users can synchronize CRM data to

an offline, local database.



Business Contact Manager MigrationBusiness Contact Manager Migration

Business Contact Manager Migration: Microsoft CRM 3.0’s native Outlook experience

provides full integration to sales, marketing and customer service from one centralized place.

Who this feature is designed for: Users of Business Contact Manager IT Administrators System Consultants

Business Value: Import all business accounts, contacts,

opportunities and products from Business Contact Manager into Microsoft CRM

Integration areas: Data Migration Framework (DMF)


Dynamic Business DesignDynamic Business Design

Dynamic Business Design: Microsoft CRM 3.0’s dynamic business design

capabilities allow system implementers to customize the core CRM data model by adding and renaming business entities.

Who this feature is designed for: System Customizers System Administrators Partner Consultants

Business Value: Implement your unique business

requirements right into Microsoft CRM Customize CRM objects, forms, views and

relationships without custom programming

Integration areas: Microsoft CRM Web Application System Customization Import XML Export XML

Works The Way Your Business Does

Adaptive Workflow EngineAdaptive Workflow Engine

Adaptive Workflow Engine: Microsoft CRM 3.0’s adaptive workflow engine enables

businesses to automate and integrate business processes originating from Microsoft CRM across to other business applications and services.


Business Value: Automate business processes with an easy-

to-use process engine. Save time, money and costs by reusing .NET

code within the Microsoft CRM workflow engine.

Integration areas: Workflow Manager Workflow.config


SQL Server Reporting ServicesSQL Server Reporting Services

SQL Server Reporting Services: Microsoft CRM 3.0’s embedded reporting engine

leverages the SQL Server Reporting Services engine to generate and deliver powerful insight to business decision makers.

Who this feature is designed for: Business Decision Makers System end users

Business Value: Obtain new business insights from a powerful

report generation engine. Schedule, prepare and distribute business

reports to groups of users.

Integration areas: Microsoft CRM Reporting Detailed object lists Detailed object forms


Windows SharePoint Services Integration Windows SharePoint Services Integration

WSS Integration: Microsoft CRM 3.0’s native Windows SharePoint

Services (WSS) integration enables dashboard generation and rendering for business decision makers.

Who this feature is designed for: Business Decision Makers System Customizers Partner Consultants

Business Value: Dashboard snapshot of key business

indicators and performance. Personalized view of CRM information across

users and SharePoint sites.

Integration areas: Microsoft Windows SharePoint Services

(WSS) SharePoint Portal Sitemap.xml


Role-based NavigationRole-based Navigation

Role-based Navigation: Microsoft CRM 3.0’s role based navigation delivers

pertinent customer information to the end user according to the job role (or workplace profile) selected by the end user.

Who this feature is designed for: System end users System Administrators Partner Consultants

Business Value: Adapt the Microsoft CRM web and outlook

interfaces to display the appropriate CRM information for end users upon logging into Microsoft CRM.

Replace core CRM web pages with more relevant (or customized) web pages.

Integration areas: Microsoft CRM Web Client Microsoft CRM Outlook Client Sitemap.xml


Configurable system SiteMapConfigurable system SiteMap

Configurable system SiteMap.xml: Microsoft CRM 3.0’s web and Outlook Client interfaces

are rendered off of an underlying XML that allows businesses to adapt the Microsoft CRM application to meet their unique requirements. By modifying the XML structure, organizations can add new tabs to the CRM interface, add new role definitions for business users and replace / modify the Microsoft CRM homepage.


Business Value: Adapt the Microsoft CRM web and Outlook

Client interfaces to meet the unique application requirements for an organization.

Integration areas: Microsoft CRM Web Client Microsoft CRM Outlook Client System Customization SiteMap.xml


Activity CustomizationActivity Customization

Activity Customization: Microsoft CRM 3.0’s Activity Customization feature

enables businesses to modify the Activity object and forms, add new activity schema fields and construct workflow on Microsoft CRM activities.


Business Value: Modify the Microsoft CRM activity objects

(Task, Fax, Phone Call, Letter, Appointment, E-mail, Service Appointment, Campaign Activity & Campaign Response) to reflect unique customer requirements.

Automate workflow rules for E-mail auto response, Task Escalation and Campaign Response handling.

Integration areas: System Customization Workflow Manager


Customization Import / ExportCustomization Import / Export

Customization Import & Export: Microsoft CRM 3.0’s customization import and export

functionality enables businesses to build powerful customizations that can be moved across CRM servers and environments.


Business Value: Build customizations one time and apply

across Microsoft CRM servers and environments.

Quickly import CRM templates across page views, database definitions and workflow servers.

Integration areas: System Customization Workflow Import Workflow Export


Simplified setup for Simplified setup for Small Business Server 2003Small Business Server 2003

Simplified Setup for Small Businesses: Microsoft CRM 3.0 Small Business Edition (SBE) offers a

simplified, 8-click installation experience when running the CRM setup on Windows Small Business Server 2003.


Business Value: Automatically create and register CRM

Website, SQL Servers, Exchange Connector and Client installation components without needing detailed knowledge of the Windows network.

Simplified setup for the part-time or resource constrained IT resources.

Integration areas: System installation Windows Small Business Server 2003 CRM required technology components (IIS,

SQL Server, Exchange Server and Active Directory)


Consultant-in-a-box (Configuration Wizard)Consultant-in-a-box (Configuration Wizard)

Consultant-in-a-box (Configuration Wizard):

Microsoft CRM 3.0’s system configuration wizard guides application installers and systems implementers through an intuitive, easy to follow to uncover important business and CRM configuration settings. The system configuration wizard will also apply these configurations to Microsoft CRM SBE..


Business Value: Offer accelerated CRM configuration for

system implementers and IT project managers.

Apply customizations immediately or save customization files as templates to be deployed across CRM servers.

Integration areas: System Setup


Environment Diagnostics WizardEnvironment Diagnostics Wizard

Environment Diagnostics Wizard (EDW): Microsoft CRM 3.0’s Environment Diagnostics Wizard

provides system administrators with a central point of administration and diagnosis of the Microsoft CRM 3.0 architecture.

Who this feature is designed for: System Administrators Partner Consultants

Business Value: Quickly analyze, diagnose and resolve issues

when the occur on the underlying Microsoft CRM architecture.

Create an environment diagnosis report to be used in logging and resolving issues.

Integration areas: CRM server installation & upgrade Microsoft CRM server utility

Works The Way Technology Should

Pervasive System SecurityPervasive System Security

Pervasive System Security: Microsoft CRM 3.0’s pervasive system security ensures

that all of your important customer and business information is protected. With CRM 3.0, customer information is protected across users, teams and business units. In addition, the Microsoft CRM 3.0 security model also remains constant when using 3rd party reporting tools and Microsoft Excel.

Who this feature is designed for: System end users System Administrators

Business Value: Secure customer relationships with robust

and dependable data security. Secure information across users and teams,

applications and reports with CRM 3.0’s security model.

Integration areas: Microsoft CRM Web & Outlook Clients SQL Server Reporting Services Custom Reports 3rd Party Applications Web Services


Enhanced Outlook SynchronizationEnhanced Outlook Synchronization

Enhanced Outlook Synchronization: Microsoft CRM 3.0’s enhanced Outlook synchronization

ensures that your Microsoft CRM system and Microsoft Outlook are always in-sync. E-mail, Contacts, Appointments and Tasks are constantly being synchronized.

Who this feature is designed for: System end users

Business Value: Automatically synchronize CRM data to your

Microsoft Outlook application. Ensure that updates to shared CRM Contacts,

assigned CRM work Tasks, and scheduled CRM Appointments are always up-to date within your Outlook application.

Integration areas: Contacts, Tasks, Appointments & E-mail


Enhanced Offline SynchronizationEnhanced Offline Synchronization

Enhanced Offline Synchronization: Microsoft CRM 3.0’s enhanced Offline synchronization

enables business users to define personalized data filters for synchronizing to your local database- resulting in much improved synchronization times and synchronization reliability.

Who this feature is designed for: System end users System Administrators Partner Consultants

Business Value: Synchronize only the relevant information

you need when working away from the office.

Synchronize faster with increased reliability.

Integration areas: Microsoft CRM Laptop Client for Microsoft

Office Outlook


Enhanced SDK & Application DevelopmentEnhanced SDK & Application Development

Enhanced SDK & Application Development:

Microsoft CRM 3.0’s enhanced Software Developer’s Kit & Application Development capabilities enable system developers to rapidly build custom solutions on top of Microsoft CRM.

Who this feature is designed for: System Developers System Administrators Partner Consultants

Business Value: Quickly develop custom solutions and

integrations with a powerful Microsoft CRM development model.

Gain access to all core system objects and custom system objects through a strongly-typed programming interface.

Integration areas: Microsoft Visual Studio 2003/2005 Web Services


Enhanced Exchange IntegrationEnhanced Exchange Integration

Enhanced Exchange Integration: Microsoft CRM 3.0’s enhanced Exchange Server

integration offers seamless, reliable synchronization of Microsoft CRM E-mail and a users Exchange Mailbox store.


Business Value: Automatically track all e-mail

correspondence and customer responses within Microsoft CRM.

Synchronize Microsoft CRM calendar and shared contacts with Microsoft Exchange Server.

Integration areas: User Mailbox integration E-mail integration Calendar integration Contact integration


Clustering & Fault ToleranceClustering & Fault Tolerance

Clustering & Fault tolerance: Microsoft CRM 3.0’s server clustering and fault tolerant

architecture ensure that your business application runs with increased reliability and dependability.


Business Value: Increased reliability and dependability of

your Microsoft CRM server application.

Integration areas: Exchange Server IIS and CRM Platform Server SQL Server (Active / Passive cluster)

SQL Server 1SQL Server 1 SQL Server 2SQL Server 2

MSCRMMSCRM MetadataMetadata

Virtual SQL Server NameVirtual SQL Server Name


Service Oriented Architecture (SOA)Service Oriented Architecture (SOA)

Service Oriented Architecture (SOA): Microsoft CRM 3.0’s Service Oriented Architecture

(SOA) connects Microsoft CRM’s web services with a common integration framework across business systems, applications and processes.

Who this feature is designed for: System Developers System Architects Partner Consultants

Business Value: Build rich integrations across your

organization with a centralized, easily discoverable set of web services.

Integration areas: Visual Studio .NET 2003/2005 Web Services


Simplified Maintenance & AdministrationSimplified Maintenance & Administration

Simplified maintenance & administration:

Microsoft CRM 3.0 Small Business Edition’s simplified maintenance and administration enables system administrators of Windows Small Business Server 2003 to monitor the health of their Microsoft CRM system components and Windows Server components from one central location.


Business Value: Manage and Administer all CRM server

components from a simple, easy-to-use administration console.

Perform routine maintenance with ease.

Integration areas: Server Management (Windows Small

Business Server) System Health Monitor


Automatic Client InstallationAutomatic Client Installation

Dynamic Business Design: Microsoft CRM 3.0 Small Business Edition’s automated

Microsoft CRM for Microsoft Office Outlook client installation components instantly install Microsoft CRM on a users machine within the Small Business network.


Business Value: Automatically install Microsoft CRM Client for

Microsoft Office Outlook on all clients that connect to your server domain.



Customization SpectrumCustomization Spectrum

SettingSettingss

DataData

ProcesseProcessess

ExperiencExperiencee

IntegrationIntegration

AverageAverage

1-way 1-way

OrganizationOrganization

Entities, Entities, RelationshipsRelationships

Workflow Workflow LibrariesLibraries

Navigation, Navigation, ReportsReports

ExtensivExtensiveeSecuritySecurity

Cross-DBCross-DB

Web Web Services, Services, CalloutsCallouts

Controls, Controls, ScriptScript

2-way 2-way

LighLightt

Per-UserPer-User

AttributesAttributes

WorkflowWorkflow

Forms, Forms, ViewsViews

None None

Microsoft Dynamics CRM 3.0Microsoft Dynamics CRM 3.0 Reporting OverviewReporting Overview

The problems…The problems…

Answers needed across departmentsAnswers needed across departments

Understanding customer interactions Understanding customer interactions

Building up value and edgeBuilding up value and edge

Answers needed at all levelsAnswers needed at all levels

ExecutivesExecutives

ManagersManagers

End users – Sales, Service, MarketingEnd users – Sales, Service, Marketing

Solution needs to fitSolution needs to fit

FlexibleFlexible

Cost-effectiveCost-effective

Works the way your business does…

Works the way you do…

Works the way IT wants it to…

Reporting GoalsReporting Goals

Performance and stability improvements Performance and stability improvements

SeamlessnessSeamlessness

Excel integration and ODBC complianceExcel integration and ODBC compliance

Lower TCO and SQL Server Reporting Lower TCO and SQL Server Reporting Services integrationServices integration

ExtensibilityExtensibility

SeamlessnessSeamlessness

SeamlessnessSeamlessnessNo longer “go to the reporting area”No longer “go to the reporting area”

Everything is in contextEverything is in context

Equally available in OutlookEqually available in Outlook

Can be integrated in SharePoint...Can be integrated in SharePoint...

Right toolsRight tools

Views – “My expiring cases”, “My accounts”, …Views – “My expiring cases”, “My accounts”, …

Excel integration – PivotTableExcel integration – PivotTable

Thorough reports – “Account Overview”, …Thorough reports – “Account Overview”, …

Integrated functionalityIntegrated functionality

Saved views appear in List View drop downsSaved views appear in List View drop downs

Reports appear in Forms, List Views, or Reporting AreaReports appear in Forms, List Views, or Reporting Area

Reports associated with Advanced Find for prefilteringReports associated with Advanced Find for prefiltering

Ability to configure default filtersAbility to configure default filters

Performance and stabilityPerformance and stability

Performance improvementsPerformance improvements

Supported topologies for SQL Reporting ServicesSupported topologies for SQL Reporting Services

Reporting server on SBSReporting server on SBS

Reporting server on CRM Web ServerReporting server on CRM Web Server

Reporting server on dedicated machine(s)Reporting server on dedicated machine(s)

Scheduling of reportsScheduling of reports

Taking care of long running reportsTaking care of long running reports

Filtering of reportsFiltering of reports

Improved setupImproved setup

Install SQL Reporting Services out of the boxInstall SQL Reporting Services out of the box

Connect to existing instance of SQL Reporting ServicesConnect to existing instance of SQL Reporting Services

Quick Architecture OverviewQuick Architecture Overview

Report Manager Filtered Views

Views

Reports

Advanced Find

Views

Database Metabase

Report Server

Reports

Application Layer

Platform Layer

Data Layer

SQL Reporting Services

Grazie per l’attenzioneGrazie per l’attenzione

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Microsoft Dynamics CRM 3.0 Approfondimento tecnico.

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