Microsoft Dynamics CRM 4.0

Introducing Microsoft CRM Rajinish Menon, MBS Partner Lead, MicrosoftJan MohammedGM, Quality Solutions for Information Technology

AgendaMicrosoft Dynamics CRM OverviewFeaturesModulesInstallation and Deployment Technologies supporting Microsoft CRMComponents of Microsoft CRM ApplicationServer ArchitectureSetup featuresPlanning your Deployment

Microsoft Dynamics CRM at a GlanceOver 15,500 customers from small to enterpriseOver 750,000 users in more than 80 countriesGlobal network of software and services partnersFast, flexible, and affordable

Full CRM suite of marketing, sales, and serviceNative Office experience for rapid adoptionMulti-language with more than 25 languagesAdvanced SOA / Web services architecture3Microsofts Vision for CRMDeliver an easier and more natural user experience

Deliver highly configurable workflow and analyticsWorks the way your business doesDeliver a flexible platform that simplifies integrationWorks the way technology should

Works the way you do4Rich PlatformDeep process automationEasy configuration and customizationExtensible architectureSDK + Web ServicesMicrosoft Dynamics CRMNot just account / contact managementComplete CRM SuiteSales, Marketing, ServiceActivity TrackingRich Reporting, Analytics

SalesServiceMarketingBusiness Application PlatformMicrosoft Dynamics CRM SuiteFull CRM suite capabilities and application flexibilityInteractionsMarketingSalesServicexRMBusiness ProcessSOAFlexible Deployment

6Essentials of a PlatformArchitectureDataPresentationProcessSecurityExtensibilityOperationsAnalytics and ReportingData Lifecycle ManagementManageability DeploymentSaaS/ On-PremiseRich/ Web/ Mobile ClientsFast, Productive Sales Force Management

Familiar interfacedrives user adoption and increased productivityWorkflow-drivensales processesensure consistencyand efficiencyFull spectrum of sales intelligence capabilities provides insight and accurate forecasts8Enterprise CRM ScenariosMultinational DeploymentsSingle Contextual UIMultitenant CRMSurround DeploymentsxRMSupport business units across the globe in different languages and currenciesAggregate and analyze data from diverse sources into a single customer viewBenefit from the best of the on-demand and on-premise deployment modelsIncrease user adoption of legacy CRM and migrate over timeReach beyond the traditionalboundaries of CRM Multinational DeploymentsSingle Contextual UI9Tight Microsoft Office IntegrationNative Outlook clientSeamless integration with MS OfficeRobust Workflow CapabilitiesGeared for the business user, guided UIThe inherent flexibility to use across groups/systemsSeamless Remote CapabilitiesRobust Offline solutionMultitude of mobile device access optionsEase of Customization and IntegrationWeb-Services based, Open API for easy integrationArchitected for easy customization and configurationFlexible Delivery OptionsSingle code base across on-premise, on-demand, hybridHost it internally for ultimate flexibility and control

Powered by Microsoft Dynamics CRM

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Why Invest in CRM in a Tough Economy?Maximize your return onyour companys investments insales, service, and marketing

Maximize the value of everyexisting customer relationship

Drive real-time visibility ofall customer-facing processes

11AgendaIntroduction to Microsoft Dynamics CRMTechnologies supporting Microsoft CRMComponents of Microsoft CRM ApplicationServer ArchitectureSetup featuresPlanning your DeploymentInstalling Microsoft CRM ServerDeployment OptionsInstalling Microsoft CRM Outlook clientThe Microsoft CRM Email RouterQ & A

12Examples of diagram types include flowcharts, org charts, road maps, project calendars, and office layouts. What is Microsoft CRM?Microsoft Dynamics CRM is a fast, flexible, and affordable solution; for driving consistent and measurable improvements; in customer relationship management activitiesIt works the way you doIt works the way your business doesIt works the way technology shouldProvides the power of choice

* Microsoft Dynamics CRM 4.0 code named Titan13Delivers value for all

The TechnologiesMicrosoft CRM integrates and works with the following technologiesThe componentsThe CRM ServerThe Microsoft Dynamics CRM Server architecture can be divided intothe following conceptual layers:

Presentation Application Platform Database The Server Layers18Key Features of Microsoft Dynamics CRM 4.0 SetupSimplified Active Directory integration Environmental Diagnostic Wizard Bundled Licensing (Uses PID)Microsoft Dynamics CRM product Registration Installation Rollback and Repair

Planning Your Deployment - FactorsSome of the factors affecting requirements planning include the following:The number of servers involved and how they are configuredThe fact that Microsoft CRM depends on Microsoft SQL Server 2005The number of users the Microsoft Dynamics CRM implementation will supportThe integration of Microsoft Dynamics CRM with the Microsoft Exchange serversThe performance of your servers and the local area networkNetworking and security components

Planning your deployment - ApproachThe Microsoft Dynamics CRM implementation process should be carefully performed in phases

Before installing Microsoft Dynamics CRM, analyze your current network infrastructure

What hardware and software do you already have?What existing hardware and software can be used in your Microsoft Dynamics CRM implementation?What hardware and software must be purchased before installing Microsoft Dynamics CRM?Planning your deployment - HardwareVerify your current hardware infrastructure:

Servers:ProcessorMemoryHard Drive spaceClient / Server setupNetworks

Plan for the future when purchasing HardwarePlanning your deployment - SoftwareVerify current software components:

Microsoft Dynamics CRM ServerMicrosoft Dynamics CRM Web Browser clientMicrosoft Dynamics CRM for Office OutlookMicrosoft Dynamics CRM E-mail Router

Hardware

VMProcessor PowerRAMVirtual MemoryDisk StorageDomain

DC1Domain ControllerSoftwareOperatingSystemExchange ServerOfficeSQL ServerPlanning Your Deployment Complete Picture

Server SupportWindows ServerPlatform and Tools

SQL Server

Exchange

Note: SQL Server 2008 support may not be available until after CRM 4.0 RTM and Update Rollup #1 for CRM is released

2/21/2009 8:31 AM2005 Microsoft Corporation. All rights reserved.This presentation is for informational purposes only. Microsoft makes no warranties, express or implied, in this summary.25Client SupportWindows ClientPlatform and DatabaseOfficeWeb Client

Bandwidth requirement (128 Kbps DSL line)Drop Office 2000 and XPNo MSDE 2000

2/21/2009 8:31 AM2005 Microsoft Corporation. All rights reserved.This presentation is for informational purposes only. Microsoft makes no warranties, express or implied, in this summary.26Microsoft Dynamics CRM 4.0 Licensing ModelMicrosoft Dynamics uses the Microsoft PID 4.0 licensing engine

Generated license keys are pre-packaged with the product and appear on an orange sticker on the back of the CD. Example: BBH2G-D2VK9-QD4M9-F63XB-43C33

Encoded within a PID 4.0 license key is the following information:SKU that was purchasedLanguageVersion number

License types:FullAdministrativeRead-Only Setup featuresInstall from source media with GUI wizardScriptable via command-line arguments and a installation XML fileSupports both repairing an installation and uninstalling itUninstalling CRM does not remove the databasesPerforms pre-requisite checksIncludes the Environment Diagnostic Wizard (EDW)Tests the environment and user input for the most common problems that might occur during setupNew feature in CRM 4.0 is greatly reduced setup issues and support calls

Installing CRM ServerDirectly from the installation disk or from installation source on the hard driveUpdate setup package

Product Key

Installation pre-requisites

Type of installation

Server Role

SQL Server

Organization & Currency information

IIS Configuration

Active Directory

Environment Diagnostics Wizard

The installation

The Installed product

Deployment OptionsDeployment Options: The Power of ChoiceChoose how:Outlook, browser, mobileChoose what:Software or serviceChoose where:Own it or rent itChange your mind any timeShared code-based across versions, written with internet facing deployments in mind.

Q&A Data Migration between versions is TBD, the priority 1 is to be able to move data from Live to On-premise.

Q&A The shared code-base between versions enables all flavors of CRM to benefits from advances made in each version. Ex: Live requires faster and lighter-weight HTML for internet performance, the on-premise version benefits from this and WAN performance is improved.

See previous slide for talking points

Change your mind any time It is planned that all customizations will be interchangeable from installation type to installation type. Some obvious exceptions include Workflows / Plug-ins (Callouts) that require code to execute; as the live version will not support running code on the server

However, all non-code workflows and schema customizations (forms, views, attributes, entities, relationships) as well as system settings etc, should be able to be simply exported from one and imported into another.2/21/2009 8:31 AM2005 Microsoft Corporation. All rights reserved.This presentation is for informational purposes only. Microsoft makes no warranties, express or implied, in this summary.43Scale up and out easilyDeployment ChoiceEnhanced ArchitectureInternet-scale performanceEnhanced application &platform customizationData lifecycle management

Work DepartmentsLine of business functionsExample: ACME Customer ServiceCorporate DivisionsBy geography and product lineExample: ACME European OperationsWork TeamsSmall collaboration groupsExample: ACME Account Team

Organization-wideCentralized CRM systemExample: ACME, Inc

Server RolesEnable a range of scalable configurations

Internet facing DeploymentMicrosoft CRM 4.0 has been built to be web ready.

Using the IFD configuration tool, the application can be easily made available for access from outside the organizations network.

VPN not required to connect to CRM application over internet.

Client SetupInstalling the Outlook clientClient SetupInstallation is significantly faster as the installation and configuration are now two separate stepsOnce the client is installed on the machine, different users can configure their copy.Users can re-configuretheir client at any pointin the futureSupport for on-premise,Live and hosted

Client configurationInternal and External connectionURLsMulti-org aware (connect to one)Check for updatesConfiguring the client is now separate from setup and is used to connect the users client to a CRM installation and organization.

Client diagnosticsNew Client Diagnostic Wizard that can be used to find and fix common issues

Also useful when calling support, allows easy enabling of tracing plus the creation of Troubleshooting File that can be used by Microsoft support.

The Email RouterE-mail Router FunctionalityMicrosoft Dynamics CRM incorporates email functionality to assist in themanagement of customer relationships, streamlines and automatescommunication channels, and facilitates the teamwork and collaboration of CRM users.

The Microsoft Dynamics CRM E-mail Router is a software componentthat provides an interface between:

Microsoft Dynamics CRM, and

Any one of the followingMicrosoft Exchange Server 2003, Microsoft Exchange Server 2007,Simple Mail Transfer Protocol (SMTP),or a Post Office Protocol (POP3) compliant e-mail server.Configuring the Email Router

Q & AServerServer