1. Microsoft Dynamics CRM 3.0 Approfondimento tecnico

2. Your road to CRM success Microsoft offers an easier way
Manage relationships easier
Stay connected with customers
Automate repetitive work tasks
Ensure
End-user
adoption
Ensure
End-user adoption
Flexible design & implementation
Extend with service orientation
Adapt easily to changing needs
Adapt
Easily
Adapt
Easily
Work within existing infrastructure
Easy to manage and maintain
Integrate across sites, platforms & systems
Integrate
Powerfully
Integrate
Powerfully

3. - Bruce Richardson, AMR Research
Microsoft CRM Empowering end-users through familiar tools & technology
Works the Way You Do
“The 3.0 version of Microsoft Dynamics CRM tightly marries Office and CRM functionality… it’s virtually impossible to separate one from the other.”
- Bruce Richardson, AMR Research
Work within everyday applications
Reduce user learning curve
Increase adoption and usage +

4. Microsoft CRM Adapt to meet the needs of your business
“Microsoft CRM 3.0 gives us the flexibility to create exactly the business processes and data fields we need in our system on a real-time basis.”
- Sandy Clifford, IT Director, United Way
Works the Way Your Business Does
Adapts to each unique business
Easy configuration and customization
Rapid implementation

5. Microsoft CRM Easy to deploy, manage and maintain
Works the Way Technology Should
“Microsoft CRM runs on Windows Server 2003 and SQL Server- platforms and applications we’re already familiar with and use in our business today.”
- Greg Hughes, Director, Security & IT, Corillian Corporation
Familiar business platform
Safe and secure
Powerful extensibility

6. Microsoft CRM System architecture components
Foundation services
Data services
Platform services
Business Designer
Application
Presentation

7. System Architecture Web Services Custom Apps Sales Service Marketing
Presentation
Application
Custom
Apps
Sales
Service
Marketing
Business Designer
Business
Hierarchy
Security
Roles
System
Settings
Custom
Forms
Custom
Entities
Custom
Workflow
Import /
Export XML
Web Services
Platform Services
Reporting
Services
Data
Services
Security
Services
Services
Workflow
Services
Integration
Services
Data Services
Business Units
Teams
Users
Accounts
Contacts
Opportunities
Entities
Relations
Schemas
Objects
Forms
Views
Processes
CRM DB
Metadata
Foundation

8. Common Engineering Criteria 2005
Foundation
Common Engineering Criteria 2005
Efficient
Operations
Connected
Systems
Integrate
Easily
Safe and
Secure
Reliable
Infrastructure
Low
TCO
Service-
Orientated
Architecture
Q What is the Common Engineering Roadmap for Windows Server System?
A Microsoft announced a Common Engineering Roadmap for Windows Server System™ at TechEd in May The roadmap outlines our long term vision for common services across Windows Server System, and encompasses principles which are engineered to address the IT complexity faced by customers in building, integrating, and operating solutions to drive their businesses forward.
The first step of this roadmap is called the Windows Server System Common Engineering Criteria for These fifteen requirements are a set of capabilities that will be engineered into all Windows Server System products to deliver a transparent and predictable experience to Windows Server System customers. The Common Engineering Criteria will be updated every year with new elements, starting in 2006.
Q What does the term “Common Engineering” mean?
A Common Engineering is the term we use to describe our approach to creating a predictable and consistent experience across all products in Windows Server System. It refers to actual engineering and product design that takes place among and across the Windows Server System teams to insure that the resulting products create an experience and support scenarios that help IT professionals to reduce IT complexity and better deploy, operate, and manage their infrastructure.
Q What are the specific criteria in the Windows Server System Common Engineering Criteria for 2005?
A The Windows Server System Common Engineering Criteria for 2005 span areas that include technical features, support policies, management practices and service level requirements. Examples of the criteria include:
Windows® Installer and Windows Update support for all products including transactional capability
Microsoft® Operations Manager (MOM) Management Pack support for all servers at release
Training and Prescriptive guidance availability at release
High availability features for all Enterprise Editions
64 bit support
MBSA (Microsoft Baseline Security Analyzer) Scanner support
Virtual Server Support
More details can be found in the white paper on Common Engineering Roadmap (

9. Comprehensive, Integrated data platform
Data Services
Comprehensive, Integrated data platform
High availability for enterprise applications
Key security and performance features
Focus on self manageability and optimization
Integration with Visual Studio and .NET
Native XML technology
Interoperability via Web Services
Integrate and Transform Data
Analyze, Store and Mine Data
Report and Interact with Data

10. Powerful business platform
Platform services
Powerful business platform
Secure data across users and teams
Integrate information across applications and devices
Centralized management and diagnostics

11. Dynamic business designer
Platform services
Dynamic business designer
Rapid and powerful customization
Modify core application objects, forms and workflows
Design custom objects, forms and workflows
Instant reporting views and web services

12. Complete CRM suite and more…
Application
Complete CRM suite and more…
Sales Force Automation
Service management, scheduling & dispatch
Rich marketing management
New and unique applications

13. Productive, role-based application
Presentation
Productive, role-based application
Natural extension to Microsoft Office
Adaptive form navigation and information delivery
Personalized for each user according to job role

14. Elenco delle funzionalità, tecnologia
Reporting and Analysis
Contextual report generation
SQL Server Reporting Services
Dynamic Microsoft Excel integration
Secure reporting data views
SharePoint Web parts and dashboard
Architecture
Service-Oriented Architecture
Automatic routing (Microsoft Exchange Server)
Windows Active Directory authentication
Clustered SQL Server databases (Active / Passive)
Support for hub & spoke deployment
Other
Role-based application security
Strongly-typed development model
CRM Mobile with GPRS synchronization
Data Migration Framework
Additional Microsoft Office integrations
Designed for Small Business
Simplified setup
Configuration wizard
Fax server integration
Business Contact Manager migration
Automatic client installation
Health monitor integration
Simplified maintenance
Microsoft CRM for Outlook
Native client for Sales, Service and Marketing
Application toolbar
, Contact, Calendar and Task linking
Outlook Synchronization engine
Microsoft CRM Desktop Client for Microsoft Office Outlook
Microsoft CRM Laptop Client for Microsoft Office Outlook
Application Customization
Customize and rename objects
Customize CRM activities
Create new custom entities
Forms, views and schemas
Client-side events & scripting
IFRAME controls
Workflow
Automate business processes
Activity workflow
Custom entity workflow
Extensible conditions and actions
Web service implementation
Integration
Pervasive web services
System Sitemap.xml
ISV.config
Platform “pre” and “post” event triggers

15. Architettura di Microsoft CRM 3.0
Customization Tools: Customize, add, and rename entities.
ISV Script/Form Customization: Customize forms using the Client Side SDK.
ISV Code: Add your own features to the application using the application configuration file and the SDK.
Custom Reports: Use filtered views to create custom reports within Microsoft CRM and directly in Microsoft Excel, Microsoft Access, and more.
Import/Export: Export your customization for installation into a production environment.
Pre/Post Callouts: Augment the Microsoft CRM business logic with your own. These callouts can also be used for integration to external systems.
Workflow Rules: Create rules to automate your business processes.
Workflow NET Assemblies: Call out to external systems from your workflow rules.
Service Management Plug-Ins: Plug in a new service scheduling module.
Outlook Client Customization: Customize your offline client using the configuration file and custom code via the SDK.

16. Architettura server e client
In general, there are three physical layers within the Microsoft CRM architectural "stack," as illustrated in the following figure. These are the client, application, and server layers. The server layer contains what you use in the Microsoft Platform SDK.
Microsoft CRM relies on Active Directory®, the Microsoft® Windows® operating system directory service, and on two external Microsoft applications to perform additional processing. Active Directory is used for authentication. Microsoft Exchange 2000 Server and Microsoft Exchange Server 2003 are used for sending and receiving messages. Microsoft SQL Server™ 2000 is used as the data storage mechanism.
Platform
The platform is the heart of the Microsoft CRM system. When you use the Microsoft CRM SDK, you are building on top of this system. The Microsoft CRM platform supports smaller deployments and can scale for application service provider (ASP) models as well. The focus of the security model is protection of the platform from unauthorized access across the Web. The main platform components are:
The database
System services (workflow)
The object model
A query processor that supports the object model
Secured ad-hoc queries that use an Extensible Markup Language (XML) fetch statement to protect the physical database
Callouts for business logic extensibility
When you develop an application using the Microsoft CRM platform, you use messages formatted as XML strings to communicate with the underlying platform layer. You use SOAP for communication between an application and the platform.
The platform is responsible for creating domain-specific objects. In the Microsoft CRM space, these objects include contact, lead, opportunity, account, and business unit, among others. The goal of the platform is to implement the service-specific rules by manipulating and combining the underlying domain objects.
The platform does not impose business-specific logic. This layer imposes only generic domain constraints. It contains the building blocks for an application, but by itself is nothing more than a collection of related objects. However, the interaction between those objects within the domain can be assumed to implement more extensible logic such as the quote-to-order-to-invoice processing and pricing logic.
The platform does more than just contain the Microsoft CRM business objects. It is responsible for controlling access to objects through security, for controlling access to the database, and for raising events for workflow processes and custom business logic implementations. Think of the platform layer as providing all of the "hard" plumbing work necessary to implement a complete Microsoft CRM application. The platform layer provides for both inbound and outbound processing through the CRM-Exchange Router. The platform also implements a replaceable pricing module for opportunities, quotes, orders, and sales invoices.
Data Tier
The data tier is the lowest level of the platform and consists of a database (loosely speaking) and a well-defined data access layer. The data management tier in Microsoft CRM supports Microsoft SQL Server 2000 as the primary data store. The data access layer provides a consistent programming interface for the service developer, which abstracts platform business logic from the underlying data source. The platform tier is the only direct consumer of this layer.
The data store hides the data access mechanism and exposes a common interface, in this case the Transact-SQL programming language. Microsoft CRM internally uses an object-based data management layer to shield the platform code from the data access code. Just as it's not possible for an application developer to directly access the database, it's also not possible for a platform developer. This object-based data management construct is exposed to the application developer with QueryExpression, QueryByAttribute and FetchXML query language. For more information, see Building Queries.
Security
The Microsoft CRM Software Development Kit (SDK) provides you with a security model that protects data integrity and privacy, and also supports efficient data access, teamwork, and collaboration. The Microsoft CRM security model was designed with the following goals:
Support data sharing, so that users can access objects for collaborative effort.
Prevent users from accessing objects for which they do not have access or that have not been shared with them.
Categorize types of users to define roles and restrict access based on those roles.
The first two goals relate to object security; the last goal relates to role-based security.
The object security model focuses on access rights to the entities in the system.
The role-based security model provides a means to group a set of privileges together to describe the responsibilities for a user.
The Microsoft CRM security model is both robust and flexible. As a result, the SDK offers different security privileges that you can combine together to define the overall security rights users have within your custom Microsoft CRM application.
For an in-depth explanation of the security model, refer to Microsoft CRM Security
Database
Microsoft CRM is a metadata-driven product. This means that the vast majority of its work is focused on abstracting itself away from the implementation details that so often cause problems with upgrades and extensibility. The metadata layer in essence abstracts the underlying data storage details, such as schema and data access, from the higher level constructs of domain-logic implementation and user interface. The word metadata literally means "descriptive information about the elements of a set of data." The metadata can be thought of as a description of the underlying data structures that controls how the application (platform and user interface) operates and displays itself.
The platform uses the metadata to buffer itself from changes to the underlying database structures. If a table definition changes (for example, when columns are added or removed), the platform code continues to operate without any performance or degradation. This means that Microsoft CRM can be altered significantly to meet a particular business or vertical definition and still operate without interruption.
The Microsoft CRM platform is not the only consumer of the metadata. The application layer uses the rules inherent in the metadata to present the exact user experience offered by vertical solutions and customizations. These rules include attribute type definitions, entity definitions, and attribute context rules. Attribute metadata describes the underlying type structure of a given attribute, including the fundamental data type (such as string, integer, or date) and the information that effectively limits the attribute's type definition (such as its size and range values). Attribute context rules describe when and how a given attribute can be used. For example, some attributes are write-once, such as order numbers. These attributes should not be changed after they have been created because changing them causes ripple effects throughout the business data. Other attributes are always read-only and are supplied by the platform itself. The metadata captures all of these rules about context, but it also captures business-defined rules, such as business-recommended and business-required attributes.
Workflow
The workflow subsystem's goal is to process system events and run processes.
The workflow system consists of:
The Workflow Manager tool that provides a graphical user interface for creating processes.
The Workflow Monitor tool that provides a graphical user interface for viewing process instances.
The Workflow Service (a Microsoft Windows service) that responds to events, schedules events, and runs processes. The Workflow Service is available in the Services utility in Windows Administrative Tools. This service is installed during Microsoft CRM Server installation and is configured to be started automatically.
A set of messages for accessing instances workflow rules. For more information, see the RetrieveProcessesByObjectWFProcessInstance, RetrieveWFProcessInstance, and ExecuteWFProcessInstance classes.
.NET Workflow Assemblies
For more information about the workflow tools, please see the online help provided in each tool.
Business Logic Extensions
Microsoft CRM exposes a very simple extension mechanism for implementing custom platform-based business logic — a COM-based "callout" model. With this model, application developers are not limited to creating custom business logic only in the application or through workflow processes; they can also construct business logic that runs in the context of a call, but in response to a particular event.
This extension mechanism exposes a callout interface that is based on a simple pipeline model. The pipeline model allows for both "pre" and "post" interceptions for the most basic data persistence operations. The platform metadata stores information about each entity. This information about entities can be used to track the list of callout handlers, the class names, and whether a given handler is required for an action. For example, the account object can have several registered handlers. These handlers are stored in call order, which is determined by priority. When an action occurs, the platform checks the metadata for registered event handlers. This information is specified in a callout configuration file. If a handler is registered for notification, the platform creates the handler object and calls the correct handler method, passing the original XML document. See Business Logic Extensions (Callouts).

17. Proposal Management: Business scenario
Customer
Kevin
Sales Manager
Nancy
Sales Rep
Proposal
Request
Generate a
CRM Quote
Assign to
Sales Rep
Update the
Proposal Data
Vendor
Send To
Customer
Notify Vendor
View/Edit
Proposals
Customer
Nancy
Sales Rep

18. Solution Architecture
Customer
Sales Manager
Sales Rep
1. Proposal Request
7. Notification
9. Price
Proposal
5. Word
Document
4. Assignment
Notification
SharePoint Site
2. Request
6. Customer &
Quote data – change state
Microsoft CRM
Credit
report
Web Service
Vendor
3. Credit Report Request 8.
Notification

19. High Developer Productivity
Deep integration with Visual Studio .NET
Extensive IntelliSense support
Strongly typed classes & messages
Managed code development model
Benefits
Fast and low cost development. Write less code.
Horizontal & Vertical ISV support
Generic mode - Horizontal
Strongly typed mode - Vertical
Metadata driven conversions
Broad industry support
Rich functionality and Object model
Rich browse-able class hierarchy
Process Centric API design
Rich functionality including metadata
Build rich and powerful solutions with less code

20. Extensibility & Integration with Web Services
SOA & Interoperability
WSDL and platform independent model
Standards compliant (WS-I BP V1.1)
Simple web service management for all entities
Benefits
Easy integration with other applications
Message Oriented
Process and message centric
Versioning support
Message based extensions
High Longevity, Lower development and maintenance cost
Full support for customization
Dynamic type generation (WSDL)
Seamless programming model
Polymorphic methods
Less and more generic code leading to lower cost

21. Built on a rich platform
Built on .NET platform
New .NET based platform
Rich class based Query model
Rich security model
Benefits
Develop on a solid platform
Error handling and performance
Rich error handling
Tracing and debugging support
Improved performance
Fault tolerant and fast solutions
Metadata driven
Customization without recompilation
Dynamically generated metadata
Web service for runtime discovery
Build generic solutions without recompiling

22. Microsoft Dynamics CRM: The Next Wave
Sales
Service
Marketing
A complete CRM suite that leverages the power and productivity of the Microsoft platform.
Works the Way You Do
Native Office & Outlook experience
Full range of mobile solutions
Microsoft Dynamics CRM 3.0 is revolutionizing the CRM marketplace by offering a fast flexible and affordable CRM platform to businesses of all sizes. It delivers a full suite of CRM capabilities, with powerful sales, service, and marketing modules. Microsoft CRM delivers powerful benefits for end users, business managers, and IT decision makers.
First, it works the way you do ; it is the easiest and most natural way to deliver roles-based CRM capabilities to anyone that uses Microsoft Office and Outlook . User adoption has always been the weakest link in CRM deployments, and Microsoft CRM ensures that users will use a familiar and productive work environment for managing day-to-day CRM tasks. It also gives users the flexibility to work with where and when they choose to buy offering the choice of a rich in outlook client , a browser based client , and access from a wide range of handheld devices .
Second, it works the way your business does. When selecting a CRM system, and companies need a solution that can drive consistent process execution and give great real-time visibility into business results . Microsoft CRM provides a powerful and flexible workflow engine that makes it easy to setup and manage sales, service, and marketing processes that are specific to each company’s needs. It also delivers powerful reporting and analysis and then ensures that every customer interaction can be accurately and measured.
Finally, it works the way technology should. Microsoft CRM is fast to deploy, easy to manage ,and easy to extend and customize . It is built on a service-oriented architecture (SOA) and relies on powerful, proven technologies within the Microsoft platform. It relies on Web services for communications with external data bases and applications, and automatically generates Web services definitions for every object in the system.
Microsoft CRM can be deployed either in an on-premise configuration or as a hosted offering by our partners.
Works the Way Your Business Does
Easily adapts to each company’s needs
Powerful workflow and analytics
Works the Way Technology Should
Fast to deploy & easy to manage
Powerful Web services architecture

23. Microsoft CRM | Product Line Strategy
Deliver
Sales
Service
Marketing
… flexible CRM suite with great usability
Deliver the right set of features
Rely on partners to extend the offering
Develop
… segment-specific sales channels
Small biz ≠ Mid-market ≠ Enterprise
Support hosted & on-premise deployments
Small Business
Mid-market
Corporate
Enterprise
Win
… with our top-level value proposition
Native Office & Outlook experience
Familiar & integrated technology stack

24. Works The Way Technology Should
New Features in CRM 3.0
Works The Way
You Do
Works The Way
Your Business Does
Works The Way Technology Should
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
SQL Server 2005 is a significant release with hundreds of new and improved features.
Largest release of SQL Server to date. Will be the most dependable and secure release as well:
Trustworthy Computing philosophy – multiple security reviews
Targeting over 300,000 beta testers with beta 3 – largest in SQL Server history.
SQL Server will bring fundamental advancements in three key areas: Enterprise Data Management, Developer Productivity, and Business Intelligence.
 Enterprise Data Management
SQL Server 2005 will deliver a reliable, secure and productive data platform for line of business and analytical applications.  Failover clustering and database mirroring technology enable organizations to deliver highly reliable, available applications to their employees, customers, and partners. SQL Server 2005 will deliver enhanced security for enterprise data through features such as data encryption, secure default settings, password policy enforcement, fine grained permissions control, and an enhanced security model. Through innovations such as a new management tool, enhanced self-tuning capabilities, and a powerful new management programming model, SQL Server 2005 also extends SQL Server’s ease-of-use leadership and increases the productivity of database administrators. These enhancements enable DBAs to focus on high value tasks like database architecture while spending less time on routine maintenance, configuration, and tuning.
Developer Productivity
SQL Server 2005 includes many new technologies that will empower the developer and bring significant increases in developer productivity. SQL Server 2005 will enable developers to leverage existing skills across a variety of development languages while providing an end-to-end development environment for the database. XML capabilities will allow developers to build new classes of connected applications across any platform or device. SQL Server 2005 will support the storage of structured and unstructured data.
Business Intelligence
The SQL Server 2005 release of SQL Server will further Microsoft’s leadership in Business Intelligence through innovations in scalability, data transformation, development tools, and data analytics. SQL Server 2005 will enable scalable business intelligence by putting critical, timely information in the hands of all employees. From the CEO to the information worker, employees will be able to quickly and easily harness data to make better decisions faster. The comprehensive analytical, integration, and data migration capabilities of SQL Server 2005 will enable companies to extend the value of their existing applications, regardless of the underlying platform. 
See for additional information on SQL Server 2005.
** Small Business Edition Only

25. Native Outlook Experience Works The Way You Do
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:
integration
Calendar integration
Contact integration
Task integration
CRM toolbar, menu and folder system
Works The Way You Do

26. Live Excel Integration
Works The Way You Do
Live 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

27. Works The Way You Do Quick 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, s, faxes and phone calls to propel your sales engine.
Integration areas:
Detailed Account, Contact, Lead views
Advanced Find query results

28. (Adaptive User Interface) Works The Way You Do
Form Navigation
(Adaptive User Interface)
Works The Way You Do
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

29. Service Scheduling & Dispatch
Works The Way You Do
Service 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.

30. Centralized Relationships
Works The Way You Do
Centralized 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.

31. Ad-hoc Analysis (Advanced Find)
Works The Way You Do
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

32. Integrated Knowledge Management
Works The Way You Do
Integrated 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 ed directly to customers.
Integration areas:
Customer Service Cases
Searchable library (Web application only)

33. Windows Fax Server Integration
Works The Way You Do
Windows 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:
integration
Calendar integration
Contact integration
Task integration
CRM toolbar, menu and folder system

34. Business Contact Manager Migration
Works The Way You Do
Business 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)

35. Dynamic Business Design
Works The Way
Your Business Does
Dynamic 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

36. Adaptive Workflow Engine
Works The Way
Your Business Does
Adaptive 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

37. SQL Server Reporting Services
Works The Way
Your Business Does
SQL 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

38. Windows SharePoint Services Integration
Works The Way
Your Business Does
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

39. Role-based Navigation
Works The Way
Your Business Does
Role-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

40. Configurable system SiteMap Works The Way Your Business Does
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

41. Activity Customization
Works The Way
Your Business Does
Activity 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, , Service Appointment, Campaign Activity & Campaign Response) to reflect unique customer requirements.
Automate workflow rules for auto response, Task Escalation and Campaign Response handling.
Integration areas:
System Customization
Workflow Manager

42. Customization Import / Export
Works The Way
Your Business Does
Customization 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

43. Works The Way Simplified setup for Your Business Does
Small 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)

44. Consultant-in-a-box (Configuration Wizard)
Works The Way
Your Business Does
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

45. Environment Diagnostics Wizard
Works The Way
Technology Should
Environment 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

46. Pervasive System Security
Works The Way
Technology Should
Pervasive 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

47. Enhanced Outlook Synchronization
Works The Way
Technology Should
Enhanced 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. , 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 &

48. Enhanced Offline Synchronization
Works The Way
Technology Should
Enhanced 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

49. Enhanced SDK & Application Development
Works The Way
Technology Should
Enhanced 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

50. Enhanced Exchange Integration
Works The Way
Technology Should
Enhanced Exchange Integration
Enhanced Exchange Integration:
Microsoft CRM 3.0’s enhanced Exchange Server integration offers seamless, reliable synchronization of Microsoft CRM and a users Exchange Mailbox store.
Who this feature is designed for:
System Customizers
System Administrators
Partner Consultants
Business Value:
Automatically track all correspondence and customer responses within Microsoft CRM.
Synchronize Microsoft CRM calendar and shared contacts with Microsoft Exchange Server.
Integration areas:
User Mailbox integration
integration
Calendar integration
Contact integration

51. Clustering & Fault Tolerance
Works The Way
Technology Should
Clustering & 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)
Virtual SQL Server Name
SQL Server 1
SQL Server 2
MSCRM
Metadata

52. Service Oriented Architecture (SOA)
Works The Way
Technology Should
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

53. Simplified Maintenance & Administration
Works The Way
Technology Should
Simplified 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

54. Automatic Client Installation
Works The Way
Technology Should
Automatic 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:
integration
Calendar integration
Contact integration
Task integration
CRM toolbar, menu and folder system

55. Customization Spectrum
Light
Per-User
Attributes
Workflow
Forms, Views
None
Average
1-way
Organization
Entities, Relationships
Workflow Libraries
Navigation, Reports
Extensive
Security
Cross-DB
Web Services, Callouts
Controls, Script
2-way
Settings
Data
Processes
Experience
Integration

56. Microsoft Dynamics CRM 3.0 Reporting Overview

57. The problems… Answers needed across departments
Understanding customer interactions
Building up value and edge
Answers needed at all levels
Executives
Managers
End users – Sales, Service, Marketing
Solution needs to fit
Flexible
Cost-effective
Works the way your business does…
Works the way you do…
Works the way IT wants it to…

58. Reporting Goals
Performance and stability improvements
Seamlessness
Excel integration and ODBC compliance
Lower TCO and SQL Server Reporting Services integration
Extensibility

59. Seamlessness

60. Seamlessness No longer “go to the reporting area”
Everything is in context
Equally available in Outlook
Can be integrated in SharePoint...
Right tools
Views – “My expiring cases”, “My accounts”, …
Excel integration – PivotTable
Thorough reports – “Account Overview”, …
Integrated functionality
Saved views appear in List View drop downs
Reports appear in Forms, List Views, or Reporting Area
Reports associated with Advanced Find for prefiltering
Ability to configure default filters

61. Performance and stability
Performance improvements
Supported topologies for SQL Reporting Services
Reporting server on SBS
Reporting server on CRM Web Server
Reporting server on dedicated machine(s)
Scheduling of reports
Taking care of long running reports
Filtering of reports
Improved setup
Install SQL Reporting Services out of the box
Connect to existing instance of SQL Reporting Services

62. Quick Architecture Overview

63. Grazie per l’attenzione
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