Maximize your Dynamics CRM and SharePoint InvestmentJune 2015

Sierra Systems offers a broad services portfolio ranging from management consulting, systems integration, and managed services.

• Founded and headquartered in Vancouver, Canada (1966)

• Mature, highly experienced management teams

• Approximately 800 professionals across Canada

• Offices in major cities which allows us to provide local resources

• Integrated delivery approach and defined methodologies to deliver high standards of service

• Sierra Systems is part of Sierra-Cedar Group, Inc., one of the largest, independent North American IT services companies

Our unwavering

commitment to clients’

needs has allowed us to

build long-term, trusting

and loyal relationships.

About Sierra Systems

3

INDUSTRIES SERVICES PARTNERS

Government

Justice & Public Safety

Health

Energy & Utilities

Commercial

MANAGEMENT CONSULTING

• IT/IM Strategy• Business Process Improvement & Transformation

• Organizational Change Management

SYSTEMS INTEGRATION

• Business Intelligence• SharePoint• Microsoft Dynamics CRM• Microsoft Dynamics AX

• Custom Development Solutions• ITSM Solutions• Oracle Applications

MANAGED SERVICES

• On-Premise and Offsite Application Support • Tier-2 and Tier-3 Applications Support

Sierra Systems was founded in 1966 and is headquartered in Vancouver, Canada, operating with over 900 employees in 12 locations across North America

Sierra’s Delivery Practices and Benefits

4

Inte

grat

ed S

ervi

ces

&

Solu

tions

Dynamics CRM

SharePoint

Microsoft Business Intelligence

Dynamics AX

BizTalk

.NET Custom Development

Cross-Platform Integration Inte

grat

ed S

ervi

ces

& S

oluti

ons

Management Consulting

Inte

grat

ed S

ervi

ces

&

Solu

tions

Managed Services

Indu

stry

Sol

ution

s

Delivery Practices• SharePoint• Dynamics AX And CRM• Business Intelligence• PeopleSoft

Benefits• Integrated offerings with Management Consulting and Managed

Services• Decision Accelerators (Fit Gap Analysis, Solution Blueprint,

Implementation Plan and Costing Worksheet)• Accelerators and Pre-Built Solutions • Extensive implementation and integration experience across all

verticals, solutions and platforms

Microsoft Specializations

Why are you here today?

Why are you here today?

Understand Dynamics CRMBest at managing front office business processes that have structured relational data and repeatable business processes. More than just a CRM….it’s an xRM (Any Relationship Management).

Understand SharePointDesigned to organize information, people and documents that need to collaborate. Includes Enterprise Search, Portal, Intranet, Content Management, Document Management and workflow capabilities. Integrations with LOB systems.

Dynamics CRM and SharePoint Integrated … Sierra’s xRM Portal AcceleratorEase of integration. Complementary technologies, familiar look and feel.

Integrating Dynamics CRM and SharePoint

Dynamics CRM and SharePoint

Dynamics CRM• From CRM…..to xRM (Any Relationship Management) !!!

• Process-driven user experience for your internal operational staff to manage and respond to cases, applications, etc. effectively and quickly and track all activities in one place

• 360⁰ view of members, cases, applications, etc. – complete view of member interactions and data

• Flexible platform to define and automate processes and workflows based on your requirements

• Role-based security model to limit access to sensitive data

• Dashboards, reporting and analytics to track performance against SLAs, identify issues and take corrective action

SharePoint• A web portal for your customers and members to

register and create a profile, submit cases, applications and track progress

• Web presentation interface and forms experience for Dynamics CRM information

• Secure login and access to information based on permissions configured in CRM

• Ability to view and edit Office documents online

• Enterprise content management for both internal documents and documents uploaded by customers and members

• Secure Search capabilities

Case Management High Level Solution Architecture

10

Business Cases

Commercial Real Estate Management• Manage Real Estate Broker & Appraiser Registration• Realtor, Mortgage Broker, Appraiser, Public, Employees• Public Sign-on, Register for a program, Program Validation

Permit Management• Manage and process Permit requests• Public, Agencies, Employees• Create profile, Create permit requests, Submit documents, Manage communications, & request status

Grants & Contributions Management• Manage and process grant requests• Public, Partner, Employees• Create Grant application, Submit documents, Process payments

Call Center• Manage and dispatch request, issues and complaints• Public (Phone call, website, Text Message, Email)• Follow-up on requests, issues, complaints, Expose knowledge based articles (Q&A, Services, Instructions,…) to

the web

Integrating Dynamics CRM and SharePoint Summarized

Dynamics CRM2013

SharePoint

Document Management

Documents stored in CRM database and linked to record. No document lifecycle management. Limited collaboration capability.

Full document lifecycle management and document versioning. Full collaboration capability.

Limited to fields/entities « enabled » for search. Search only CRM information. No content search on documents.

Powerful search through metadata and document full-text content.

Forms exposed through Web and mobile interfaces. No website development capability.

Website and web-based portals (intranets and extranets) development. Simple plug to play web parts.

Search Capability Web Interface

How To Integrate Dynamics CRM and SharePoint

How to Integrate CRM and SharePoint

• OOTB Integration (Document Management)

• Web Services

Document Life Cycle

Controlling the life cycle of

documents: how they are

created, reviewed, published,

and disposed or archived

CRM Entities• OOTB entities (Account, Lead, Product,…)

• Any customs entities

• Store and manage documents in the context of a Microsoft Dynamics CRM record (link to the record GUID)

• System creates a « Documents » link on the navigation panel of the entity

SharePoint Document Management capabilities • Create, upload, view, and delete documents

• Checking document in/out

• Viewing version History

• Changing document properties

.

OOTB Integration / Document Management

OOTB Integration / Document Management

OOTB Integration / Document Management

Integration with Web Services

• Custom Web Services• Separate CRM from

SharePoint• Allow integrations with

other LOB applications• Industry best practices

• SharePoint BCS• Limited capability• Result in custom web

services

Integration with Web Services – Deep Dive

Why Integrate With SharePoint

• Authentication

• Security Trimming

• Content / Page Structure

• Store documents and photos

• SharePoint Timer Jobs

• Deployment Units (Solutions and Features)

• Branding

Integrating Dynamics CRM and SharePoint – RECA Demo

Summary of Services

Brokerage Management

Licensing

Education

Trust

User Management

Finance

general application

management

• Add / update general user information

• Take courses and exams

• Apply for, upgrade and cancel licenses

• Management of Trust Accounts

• General payment services

• Management activities around the brokerage entity

Real Estate Council of Alberta (RECA)

DEMO

Integrating Dynamics CRM and SharePoint

Sierra’s xRM Portal Accelerator

Sierra’s xRM Portal Accelerator

What Does It Provide?

Website for public users• Subscription Management

Functional Portal for Members• Profile Updates & Self-service• Online Address Validation• Submit Requests• Application Submission

Robust, Adaptable Back-end• Business Process & Workflow• Reporting & Dashboards• Activity & Communication Tracking

Enterprise Content Management• SharePoint Document Management• External Document Processing

Jump-start packaged solutions for Case Management, Member Registration, Grant Applications Management, etc. Flexible and customizable to your needs.

Accelerator Solution Overview

Public websiteMember Portal

Integration APIs

xRM Management Platform

Auth

entic

ation

Secu

rityMembers

Public

Internal Staff

LOB Apps

Payment processing system

Address validation service

CloudOn-Premises Hybrid

01 02 03

Flexible deployment options

On-PremisesDeploy the accelerator to your on-premises infrastructure.• Regulatory requirements• Many organizations have

existing on-premises investments in Dynamics CRM and/or SharePoint

HybridCombine on-premises components and cloud components. For example:• Dynamics CRM on-premises for

data residency requirements• SharePoint on-premises for

documents• Azure public websites,

Integration API hosting in the cloud – no data

CloudTake advantage of the flexibility, on-demand scalability and cost savings of Microsoft Cloud. • Dynamics CRM Online• Office 365 SharePoint Online• Azure services for

authentication, integration API hosting and public website

Solution Architecture Deep Dive

SharePointPresentation LayerPortal/DMLync/Exchange

Dynamics CRMxRM Framework & DesignBusiness RulesData / Transactions

AzureAzure Directory ServicesAzure Integration ServicesAzure Web Sites

SharePoint SCMS/Azure/Private Azure Dynamics CRM

Moneris CanadaPost Other LOB Apps

Members

Public Users

Applicants

Communications

Administration Legal

Education Investigations

FinanceRegistration

IS Insurance

…

Stakeholders

AcceleratorsCase Management | Grants Management | Membership Management | Stakeholder Engagement

Solution Benefits and Features

Public websiteMembers of the public can register and sign up for services

Self-service Members PortalRegistered members sign in to Update Profile, Submit requests, inquiries, complaints, Submit Applications, etc.

xRM Management PlatformInternal operational staff processes, manages, and tracks members, cases – requests, inquiries, complaints, applications.

• Modern web presence• Public discovery of available services• Quick sign up & registration process

• Self-service anytime access, reduced call volume

• Secure access• View status and communicate with

staff

• Member contact, case and application management

• Business Process Automation & Workflows

• Dashboards, insights and analytics

Business Benefits

Reduced Development & Operating Costs

Tight Integration with Microsoft Desktop Application

Maximizing Investment in Software Licences and Support

Build vs Buy vs User Adoption

SNEAK PEEK

Sierra’s xRM Portal Accelerator

Office 365 sign-in page

Create Profile

Create Profile – T&C and Opt-in

Manage Profile

My Cases – Hover over ID

My Cases – Add a Comment

Why Integrate Dynamics CRM and SharePoint – The Review

Why Integrate Dynamics CRM and SharePoint

Integrated Experience

• Role-based security via configuration

• Single sign-on (SSO)

• Document management and online office documents

• Complementary technologies, familiar look and feel

• Leverage existing Microsoft software licenses

• Web based portal

Lessons Learned

• Integrations are never as simple as sold:

• Data integrations with external systems

• Single Sign on between SharePoint and external systems

• SharePoint logout not straight forward when ADFS is used

• Display content from multiple external systems on the same SharePoint page

• Session storage

• File upload and download to and from CRM

• Creating and following a clean deployment process.

Lessons Learned

Thanks To The Sponsors!

Sponsors

SharePoint Evolution Presents

Questions and Next Stepspaultwigg@sierrasystems.com | Director, SharePoint & Office 365 Practice Leadsergemattu@sierrasystems.com | Principal, Solutions Architect, SharePoint Practice