Transcript High Level Product Overview

MICROSOFT DYNAMICS CRM 2011
HIGH LEVEL PRODUCT OVERVIEW
Lou Bergstrom, Senior Consultant
Microsoft Services, Federal
TechGate 2013 – Reston, VA
September 21, 2013
INTRODUCTION
Currently, I am Senior Delivery Services Consultant specializing in Microsoft
Dynamics CRM. With over 9 years of experience in implementing CRM
solutions at various customers across US Public Sector and Commercial
industries: pre-sales, business requirements gathering, fit gap analysis, business
processes re-engineering, proof-of-concept, test, go live and support. I'm able
to act at different levels of a CRM project (functional and technical project
scoping, developing phase, architecture & design review and project
management).
I continue to work with Microsoft Dynamics CRM on a daily basis and have
picked up a wealth of experience with customizing, extending and integrating
within the product. I’ve consulted on the end-to-end experience of CRM
solutions infrastructure: Windows Server, Active Directory Federated Services,
SQL, Reporting Services, SharePoint, Exchange, Windows client and Mobility.
ENABLING “THE DYNAMIC BUSINESS”
WHAT IS CRM ?
CRM is a platform that can be
extended through configuration
and customization to deliver
enterprise business solutions.
LEVERAGE COTS PLATFORM THAT
CAN:
Implement a Standardized Platform: Quickly Configure and
Adapt to Create New Solutions / Use Cases
Analytics
Track Related Information & Structured Data
Enhanced Situation Awareness
Dashboards, Analytics & Reporting
Centralized
Data
Mgmt
Relational
Searching
&
Reporting
Robust
Security
Model
MS Stack
Business
Integration
Automate Process / Workflow and Ensure Accountability
Leverage the Integration with other MS Products for Capabilities:
Security, Collaboration, Email I Integration, Geospatial and Cost
Efficiency
Take Advantage of pre-built functionality - i.e. queues, email, etc
Provide Robust Search
Workflow
XRM = EXTENDED CRM
BRIDGING THE GAP
Organizations
need to extend
the power of CRM
to maximize other
relationships.
Microsoft
Dynamics CRM
2011 can be
customized to
support Extended
CRM scenarios
Rapidly innovate and
grow your business
Build
Development
Tools
Development
Frameworks
Buy
XRM
Platform
Lower total cost of
ownership (TCO)
Packaged
Applications
THE POWER OF PRODUCTIVITY
FAMILIAR
INTELLIGENT
CONNECTED
Natural and
Personal
Insightful and
Actionable
Collaborative
and
Integrated
FAMILIAR: NATURAL AND PERSONAL
FAMILIAR
Office Fluent UI
Role-Tailored Forms
Enhanced Navigation
Data Import/Export
Flexible Activities
Office Outlook client
INTELLIGENT
CONNECTED
OFFICE FLUENT UI
• Streamlined UI
Contextual Ribbon
• Expandable/Contractible
forms
• Contextual Ribbon
• Embedded sub-grids
Expandable/Contractible forms
Sub-grid(s)
ROLE TAILORED FORMS
• Role-based forms
• Multiple forms per
entity
• Drag-and-Drop
creation
• Web and Mobile
support
ENHANCED NAVIGATION
• Personal views
• Record pinning
• Most recently used
lists
• Real-time record
filtering
DATA EXPORT/IMPORT
• Data Import Wizard
• One-click export to Excel
• Re-import data from Excel
• PowerPivot and Office Web applications support
FLEXIBLE ACTIVITIES
• Custom activities
support
• Bulk actions
(complete, cancel,
Set Regarding)
• Event driven
activities (that is to
say, case
resolution)
• Re-occurring
appointments
OUTLOOK CLIENT
Discoverable
Navigation
Pinnable
Tab[s]
Outlook
Like Search
Integrated
Ribbon
Data
Visualizations
Integrated
CRM Grids
Reading
Pane
INTELLIGENT: INSIGHTFUL AND ACTIONABLE
FAMILIAR
INTELLIGENT
Real-Time Dashboards
Processes WF/Dialogs
Inline Visualization
SQL Reporting
Enhanced Queues
Business Auditing
CONNECTED
REAL-TIME DASHBOARDS
• Real-time data
• Personal or system
dashboards
• Point-and-click
creation
• External data
integration
• Bing Maps
• Other Web
Resources
• iFrames
PROCESSES
Automate
Alerts and
Notifications
Rules can
route items
based on
the data
Send Alerts
and flag
records
Uses
Windows
Workflow
Foundation
WORKFLOW PROCESSES
Extendible
Uses WF4
Same as
SharePoint
Fire on
Field
Change
Run when a
records is
created or
deleted
DIALOG PROCESSES
• Guided flow and
prompts
• Embeddable tips,
queues and
hyperlinks
• Dynamic and static
response support
• Inline queries of CRM
data
Dialogs are a question
and answer format that
can be run on-demand
or as a child to another
process
INLINE VISUALIZATION
• Contextual
analytics
• Drill-down
capability
• Pre-built
visualizations
• Wizard-driven
custom
visualizations
SQL REPORTING
ENHANCED QUEUES
• Queues against
any entity
• User and team
queues
• Check-in/Checkout
• Queue routing
BUSINESS AUDITING
• System-wide
auditing (including
custom entities)
• Automatic audit
trail
• Record or field
level
• Pre-configured
audit rules
CONNECTED: COLLABORATIVE AND INTEGRATED
FAMILIAR
INTELLIGENT
CONNECTED
Contextual Document Mgmt
Team Management
Declarative Design
Solutions Management
Developer Tools
SHAREPOINT AND DYNAMICS ARE
COMPLEMENTARY
Combined strengths cover broad business needs
SharePoint
Dynamics
Unstructured &
Semi-structured
Data
Social
Engagement &
Collaboration
Information
Evolution &
Storage
Informal Rules
Enterprise
Search
Across Teams &
Domains
Structured
Relational Data
Interactions,
Activities &
Tasks
Information
Generation &
Analytics
Formalized
Processes
Data Query &
Filter
Within Teams &
Domains
CONTEXTUAL DOCUMENT MANAGEMENT
• Wizard-driven
SharePoint
configuration
• Contextual
document
libraries
• Check-in/checkout
• Track changes
and version
control
TEAM MANAGEMENT
• Team ownership
of records
• Team security
roles
• Roll-up reporting
• Team based
workflows
DECLARATIVE DESIGN
• Drag-and-Drop UI
• Add fields and
relationships
within Form
• Navigation Editor
• Entity header and
footer
CREATING SOLUTIONS
Configuration
Services
Customization
Integration
Microsoft Dynamics Core Features
Services
Solutions
Requirements Gathering
SOLUTIONS MANAGEMENT
• Solution Lifecycle
Management
• Solution layering
• Managed or
unmanaged
solutions
• Cloud or onpremises support
INTEGRATION
Built-In Integration
Out of the box integration with
Outlook, Excel, Word, and Lync.
Leveraging existing technologies like
SQL Reporting
Built in Document Management
Integration with SharePoint
Extendable UI
Easy to Use Interface that
can be extended using Silverlight,
HTML, and Jscript
OFFICE INTEGRATION
ARCHITECTURE DRILL DOWN
Front End
Integration
Web
Integrated
Applications
Extensible Application: Form and
client side events, Ribbon, Sitemap,
Web Resources, JS libraries…
Backend Integration
Server-to-Server
Web Services
Pre-Event Plug-ins
(.NET Assemblies)
Post-Event Plug-ins
(.NET Assemblies)
Custom Workflow
(.NET Assemblies)
Synchronous and Asynchronous Business Logic
Business Entity Components
Data Access Components
Data Access Platform
Workflow
Security
= Extensibility
Points
Reporting
(Dashboards,
Charts, Excel,
FetchXML and SRS)
Outlook Mobile Tablet
Filtered SQL Views
Metadata
Data
INSIDE DYNAMICS CRM
DEVELOPER TOOLS
• WCF and .NET 4.0
• Web Resources
• .NET data types
• Open Data
Protocol (OData)
• Dynamics CRM
Software
Developer Toolkit
(SDK)
AMPLIFYING PRODUCTIVITY
FAMILIAR
INTELLIGENT
CONNECTED
Office Fluent UI
Real-Time Dashboards
Connections
Next-Gen Outlook Client
Guided Dialogs
Contextual Document Mgmt
Role-Tailored Forms
Inline Visualization
Social Media
Enhanced Navigation
Conditional Formatting
Team Management
Data Import/Export
Goal Management
Declarative Design
Flexible Activities
Enhanced Queues
Dynamics Marketplace
Products and Pricing
Business Auditing
Solutions Management
Productivity Enhancements
Field Level Security
Developer Tools
DYNAMICS DEPLOYMENT OPTIONS
RECAP OF CORE FEATURES
CRM CUSTOMER SUCCESS
Federal Government
Financial Services
State and Local Government
Retail &
Hospitality
Health &
Life Sciences
Education
Travel &
Entertainment
CRM 4.0
CRM
2011
READING MATERIAL
An email will be sent to all attendees on Monday, September 23
announcing location of slides received from presenters.