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Dynamic 365
This document provides an overview of Microsoft Dynamics 365 and CRM. It describes Dynamics 365 as a business process management and ERP software with integrated applications. It outlines the main modules of an ERP system like supply chain management, accounting, HR, and project planning. The document compares ERP and CRM software, noting that ERP focuses on back-office functions while CRM focuses on front-office functions like marketing and sales. It also provides examples of ERP and CRM software vendors and availability models.
Dynamic 365
- 1. Microsoft Dynamic 365 Introduction,purpose & what’s in for us as developer
- 2. Enterprise resource planning •Business process management software • A system of integrated applications to manage the business • automate back office functions
- 3. How user seeit • all facets of an operation – product planning – Development – Manufacturing – sales and marketing • Single – database – Application – user interface
- 4. ERP Modules • EachERP module is focused on one area of business processes, • ERP software typically consists of – multiple enterprise software modules – individually purchased, as needed • Common Modules: – Distribution process management – Supply chain management – Services knowledge base – Configure prices – Improve accuracy of financial data – Facilitate better project planning – Automate the employee life-cycle – Standardize critical business procedures – Reduce redundant tasks – Assess business needs – Accounting and financial applications – Lower purchasing costs – Manage human resources and payroll
- 5. ERP v/s CRM •CRM -> front-office activities: – Marketing – sales pipeline – Converting leads to closing deals, – Streamline your sales processes – Automates customer service, – Manage inventory • ERP -> back-office activities – Distribution process management – Supply chain management – Services knowledge base – Improve accuracy of financial data – Project planning – Automate employee life-cycle – Assess business needs – Accounting and financial applications – Manage human resources and payroll.
- 6. ERP Solutions • Largeenterprise – SAP – Oracle – Sage – Microsoft • Mid-market – NetSuite – Epicor – Infor • Small business – NetSuite – Exact Max – Epicor – Syspro.
- 7. CRM solutions • Department(flexible, quick to implement) – Salesforce.com – Microsoft Dynamics CRM • Enterprise (large, bulky solutions) – Oracle Siebel CRM – SAP • Small/limited – ACT! – Goldmine – Maximizer – Sugar CRM (open-source)
- 10. • Power BI –Most widely deployed business intelligence tool in the world – provides detailed view over the past and current business activities and predicts future trends • Cortana Intelligence – the AI that creates predictive models and foresees (customer) behavior – Microsoft Big Data – Advance Analytics
- 11. Dynamic CRM =ERP + CRM?
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- 13. Microsoft Dynamics CRM:Business • customer relationship management software package • 9th version from 2003 Launch • CRM 365: 40,000 customers • Used for : Contact Managament, Sales, Marketing, and Service (help desk) • Not used for Material planning, Inventory, Accounting etc
- 14. Microsoft Dynamics CRM:Technical • IIS-based web application • Supports extensive web services interfaces. • Use by – Browser – Microsoft Outlook Plug-in – As Service • Customizable using .Net
- 15. Microsoft Dynamics CRM:Technical cont. • User Authentication: – Windows Integrated Auth. --> Active Directory credentials – Clam based Auth. --> Token generation. – Federated Auth. --> Online CRM. • CRM is a Multi-Tenant Application: – Many organizations can be deployed on one server. – For CRM online, each trail gets new CRM Organization. – For on premise, we should create new Organization with "Deployment Manager" tool. • Two Data bases in CRM: – MS CRM Config Data base, Each Organization Data base
- 16. Microsoft Dynamics CRM:Technical cont. • Server side code : C# • Front end is based on ASP.NET • Front end coding : HTML and JavaScript. • Database: Microsoft SQL Server • Role Based viewing of Data: Uses MS SQL Server Views as Filtered Views • Organization service : WCF • Synchronization with offline data (Outlook) : Sync Framework.
- 17. Availability Models • Cloudoffering (SAS model) • On-premises
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- 19. Business processes -Sales • Track information in CRM • Lead / Opportunity management • Creating quotes • Updating quotes (revisions) • Converting quotes to orders • Track correspondence related to quotes • Creating orders • Creating invoices
- 20. Business processes -Marketing • Create marketing lists (= selections) • Send out bulk emails related to campaign • Word mail merge • Track campaign responses • Use of sales literature10 September 2009
- 21. Business processes -Services • Management of resources • Management of service contracts • Service calendar • Management of cases • Knowledge base
- 22. Advanced functionality • Workflows •Bulk processing – Merge of duplicate records – Duplicate detection – Reassign ownership of records – Import • Analysis and reporting
- 23. Definitions • Lead (Suspect) –No explicit interest shown – Coming from external source, event participant, registered on website , etc • Account (Prospect) – Explicit interest shown – Converted from Lead Lead • Account (other) – Organisations with which you make business • Clients • Partners • Suppliers… • Contact – Person – Related with an account or independent (B2C) • Opportunity – Possible sale of goods or services • Activities – Various communication activities with other entities • Phone calls, E-mails, Appointments, Tasks, etc
- 24. Demo • Entity • Forms •Business Rules • Web Resource
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- 27. Create activities fromOutlook
- 28. Enhancement CRM • Integration •Customization • Extensibility – Custom Business Logic
- 29. Integration - LOBApps & Automation
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- 31. Customization Scope • S- Schema – Entity, Fields, Relationships, Business Rules • S - Security – Roles, Records, Field, Hierarchy • P - Process – Workflows, CWAs, Plugins, Dialogs, Actions • U - UI – Web resources, Javascript, Form Design, Command Customization • A - Analytics – Charts, Dashboard, Reports • T - Templates – Word Templates, Contract Templates, Email Templates
- 32. Methods to ExtendCRM • Client Side – Form Scripting using Jscript – Ribbon Customization – Sitemap Customization – Web resources • HTML, CSS, Jscript, XML, Images, XSL, ICO – Themes • Server Side – Plugin Development – Workflow – 3rd Party Application Integration
- 34. Skills needed forExtending Dynamics CRM
- 35. Dynamics CRM SDK –Basic DLLs for development – Code Samples – Templates – Schemas – Tools – Documentation
- 36. Business Rules • Meantfor – Non Developers – Administrators – Even Developers • Converts in JavaScript • Limitations – Load, value change – Works with Fields only – If value is updated, no events are fired – Whole Number fields cannot be used
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