1 / 42

Microsoft Dynamics CRM 2011 High LEVEL PRODUCT OVERVIEW

Microsoft Dynamics CRM 2011 High LEVEL PRODUCT OVERVIEW. Lou Bergstrom, Senior Consultant Microsoft Services, Federal. Introduction.

shiro
Download Presentation

Microsoft Dynamics CRM 2011 High LEVEL PRODUCT OVERVIEW

An Image/Link below is provided (as is) to download presentation Download Policy: Content on the Website is provided to you AS IS for your information and personal use and may not be sold / licensed / shared on other websites without getting consent from its author. Content is provided to you AS IS for your information and personal use only. Download presentation by click this link. While downloading, if for some reason you are not able to download a presentation, the publisher may have deleted the file from their server. During download, if you can't get a presentation, the file might be deleted by the publisher.

E N D

Presentation Transcript

  1. Microsoft Dynamics CRM 2011High LEVEL PRODUCT OVERVIEW Lou Bergstrom, Senior Consultant Microsoft Services, Federal TechGate 2013 – Reston, VA

  2. 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.

  3. Enabling “The Dynamic Business” Mobile Devices Browser PC RELATIONSHIPS | INTERACTIONS | PROCESS | INSIGHTS xRMFramework Sales & Business Productivity Marketing & Outreach Effectiveness Customer Service Extended CRM Applications

  4. What is CRM ? CRM Customer Relationship Management Its more than Customer Relationship Management… CRM is a platform that can be extended through configuration and customization to deliver enterprise business solutions.

  5. Leverage COTS Platform That Can: Analytics Relational Searching & Reporting Enhanced Situation Awareness Dashboards, Analytics & Reporting Centralized Data Mgmt Track Related Information & Structured Data Provide Robust Search Robust Security Model MS Stack Business Integration Automate Process / Workflow and Ensure Accountability Take Advantage of pre-built functionality - i.e. queues, email, etc Implement a Standardized Platform: Quickly Configure and Adapt to Create New Solutions / Use Cases Leverage the Integration with other MS Products for Capabilities: Security, Collaboration, Email I Integration, Geospatial and Cost Efficiency Workflow

  6. XRM = eXtendedcRM Asset Management Property Management Fleet Management Event Management Partner Relationship Management Human Resources Management Vendor Relationship Management Patient Relationship Management AGENDA Our strategy and approach to Social CRM Proven by Various Industry and Vertical Leaders

  7. Bridging the Gap Rapidly innovate and grow your business Organizations need to extend the power of CRM to maximize other relationships. Microsoft Dynamics CRM 2011 can be customized to support Extended CRM scenarios Build Buy Packaged Applications Development Frameworks XRM Platform Development Tools Lower total cost of ownership (TCO)

  8. The power of productivity FAMILIAR CONNECTED INTELLIGENT Natural and Personal Collaborative and Integrated Insightful and Actionable

  9. Familiar: Natural and Personal FAMILIAR CONNECTED INTELLIGENT • Office Fluent UI • Role-TailoredForms • Enhanced Navigation • Data Import/Export • Flexible Activities • Office Outlook client

  10. Office fluent UI Contextual Ribbon • Streamlined UI • Expandable/Contractible forms • Contextual Ribbon • Embedded sub-grids Expandable/Contractible forms Sub-grid(s)

  11. Role tailored forms • Role-based forms • Multiple forms per entity • Drag-and-Drop creation • Web and Mobile support

  12. Enhanced Navigation • Personal views • Record pinning • Most recently used lists • Real-time record filtering

  13. Data Export/Import • Data Import Wizard • One-click export to Excel • Re-import data from Excel • PowerPivotand Office Web applications support

  14. Flexible Activities • Custom activities support • Bulk actions (complete, cancel, Set Regarding) • Event driven activities (that is to say, case resolution) • Re-occurringappointments

  15. Outlook Client Outlook Client Discoverable Navigation Integrated Ribbon Pinnable Tab[s] Outlook Like Search Data Visualizations Integrated CRM Grids A full featured embedded Outlook client Reading Pane

  16. Intelligent: Insightful and Actionable FAMILIAR CONNECTED INTELLIGENT • Real-Time Dashboards • Processes WF/Dialogs • InlineVisualization • SQL Reporting • Enhanced Queues • Business Auditing

  17. Real-Time Dashboards • Real-time data • Personal or system dashboards • Point-and-click creation • External data integration • Bing Maps • Other Web Resources • iFrames

  18. Processes Automate Alerts and Notifications Workflow Rules can route items based on the data Interactive Dialog Processes Send Alerts and flag records Uses Windows Workflow Foundation

  19. Workflow Processes Extendible Workflow Uses WF4 Same as SharePoint Leverages Windows Workflow Foundation Fire on Field Change Run when a records is created or deleted

  20. 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

  21. Inline Visualization • Contextual analytics • Drill-down capability • Pre-builtvisualizations • Wizard-drivencustom visualizations

  22. SQL Reporting SQL Reporting A Report Wizard that builds SQL Reports that can be modified and enhanced using Visual Studio

  23. Enhanced Queues • Queues against any entity • User and team queues • Check-in/Check-out • Queue routing

  24. Business Auditing • System-wide auditing (including custom entities) • Automaticaudit trail • Record or field level • Pre-configured audit rules

  25. Connected: Collaborative and Integrated FAMILIAR CONNECTED INTELLIGENT Contextual Document Mgmt Team Management Declarative Design Solutions Management Developer Tools

  26. SharePoint and Dynamics are Complementary Combined strengths cover broad business needs Unstructured & Semi-structured Data Social Engagement & Collaboration Information Evolution & Storage Informal Rules Enterprise Search Across Teams & Domains SharePoint Structured Relational Data Interactions, Activities & Tasks Information Generation & Analytics Formalized Processes Data Query & Filter Within Teams & Domains Dynamics

  27. Contextual Document Management • Wizard-driven SharePoint configuration • Contextual document libraries • Check-in/check-out • Track changes and version control

  28. Team Management • Team ownership of records • Team security roles • Roll-up reporting • Team based workflows

  29. Declarative Design • Drag-and-DropUI • Add fields and relationships within Form • Navigation Editor • Entity header and footer

  30. Creating Solutions Workflow Outlook Client Familiar Interface Microsoft Dynamics Core Features Services Services Solutions Requirements Gathering Dashboards SQL Reporting Dialog Processes Configuration Document Libraries Integration Adhoc Search Customization Integration

  31. Solutions Management • Solution Lifecycle Management • Solution layering • Managed or unmanaged solutions • Cloud or on-premises support

  32. Integration Built-In Integration Office SQL Reports Built-In Integration Out of the box integration withOutlook, Excel, Word, and Lync. Leveraging existing technologies likeSQL Reporting Built in Document ManagementIntegration with SharePoint Extendable UI Easy to Use Interface thatcan be extended using Silverlight, HTML, and Jscript SharePoint Lync Familiar Interface Client Side API iFrames JScript

  33. Office Integration Dynamic Reporting There’s more… Rich Document Management Seamless Communication Office Integration Use Outlook to: Track Email Take Data Offline Use CRM and Word to create a document using Mail Merge and SharePoint to co-edit Use Excel to view dynamically updatable spreadsheets and pivot tables

  34. Architecture Drill Down Front End Integration Integrated Applications Reporting (Dashboards, Charts, Excel, FetchXML and SRS) Web Outlook Mobile Tablet Extensible Application: Form and client side events, Ribbon, Sitemap, Web Resources, JS libraries… SOAP/WSDL/REST SOAP/WSDL Web Services Backend Integration Server-to-Server Pre-Event Plug-ins (.NET Assemblies) Post-Event Plug-ins (.NET Assemblies) Custom Workflow (.NET Assemblies) Synchronous and Asynchronous Business Logic Business Entity Components Security Workflow Data Access Components Data Access Platform Filtered SQL Views = Extensibility Points Metadata Data

  35. Inside Dynamics CRM Data Layer CRM Provides Features that most applications require and can leverage Application Programming Interface (API) Business Logic Layer (Custom Workflow& Plugins) Integrated Applications Built In Dashboards and Reports Presentation Layer (Web Resources, iFrames, Client Side Interfaces)

  36. Developer Tools • WCF and .NET 4.0 • Web Resources • .NET data types • Open Data Protocol (OData) • Dynamics CRM Software Developer Toolkit (SDK)

  37. Amplifying Productivity FAMILIAR CONNECTED INTELLIGENT • Office Fluent UI • Next-Gen Outlook Client • Role-TailoredForms • Enhanced Navigation • Data Import/Export • Flexible Activities • Products and Pricing • Productivity Enhancements Connections Contextual Document Mgmt Social Media Team Management Declarative Design Dynamics Marketplace Solutions Management Developer Tools • Real-Time Dashboards • Guided Dialogs • Inline Visualization • Conditional Formatting • Goal Management • Enhanced Queues • Business Auditing • Field Level Security

  38. Dynamics Deployment Options In the Cloud Partner Hosted Power of Choice On-Premise

  39. RECAP OF Core Features Dialog Processes Outlook Client Workflow Easy to Use Interface Dashboards SQL Reporting Adhoc Search Integration

  40. CRM Customer Success Federal Government State and Local Government Education Retail & Hospitality Health &Life Sciences Travel &Entertainment Financial Services

  41. Reading Material CRM 2011 CRM 4.0

  42. Thank You techgate@hotmail.com An email will be sent to all attendees on Monday, September 23 announcing location of slides received from presenters.

More Related