Post on 24-Dec-2015
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
Platform servicesPlatform services
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
Platform servicesPlatform services
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.
Who this feature is designed for: All system end-users Sales, Service and Marketing Professionals Business Decision Makers
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
Works The Way You Do
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
Works The Way You Do
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
Works The Way You Do
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.
Works The Way You Do
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.
Works The Way You Do
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
Works The Way You Do
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)
Works The Way You Do
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.
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
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)
Works The Way You Do
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.
Who this feature is designed for: System Customizers System Administrators Partner Consultants
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
Works The Way Your Business Does
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
Works The Way Your Business Does
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
Works The Way Your Business Does
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
Works The Way Your Business Does
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.
Who this feature is designed for: System Customizers System Administrators Partner Consultants
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
Works The Way Your Business Does
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.
Who this feature is designed for: System Customizers System Administrators Partner Consultants
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
Works The Way Your Business Does
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.
Who this feature is designed for: System Customizers System Administrators Partner Consultants
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
Works The Way Your Business Does
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.
Who this feature is designed for: System Customizers System Administrators Partner Consultants
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)
Works The Way Your Business Does
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..
Who this feature is designed for: System Customizers System Administrators Partner Consultants
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
Works The Way Your Business Does
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
Works The Way Technology Should
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
Works The Way Technology Should
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
Works The Way Technology Should
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
Works The Way Technology Should
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.
Who this feature is designed for: System Customizers System Administrators Partner Consultants
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
Works The Way Technology Should
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.
Who this feature is designed for: System Administrators Partner Consultants
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
Works The Way Technology Should
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
Works The Way Technology Should
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.
Who this feature is designed for: System Administrators Partner Consultants
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
Works The Way Technology Should
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.
Who this feature is designed for: System Administrators Partner Consultants
Business Value: Automatically install Microsoft CRM Client for
Microsoft Office Outlook on all clients that connect to your server domain.
Integration areas: E-mail integration Calendar integration Contact integration Task integration CRM toolbar, menu and folder system
Works The Way Technology Should
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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