Microsoft Dynamics CRM
Encyclopedia
Microsoft Dynamics CRM is a multi-lingual Customer Relationship Management
software package developed by Microsoft
. Out of the box, the product focuses mainly on Sales, Marketing, and Service (help desk) sectors, but Microsoft has been marketing Dynamics CRM as an XRM platform and has been encouraging partners to use its proprietary (.NET
based) framework to customize it to meet many different demands.
The Microsoft Dynamics
family of business applications includes other related products such as Microsoft Dynamics AX
(ERP
application), Microsoft Dynamics GP
, (ERP application) Microsoft Dynamics NAV
(ERP application), and Microsoft Dynamics SL (ERP Application) and also Microsoft Dynamics Retail Management System; also known as Dynamics RMS.
Dynamics CRM is a server-client application, which, like Microsoft SharePoint, is primarily an IIS
-based web application which also supports extensive web services interfaces. Clients access Dynamics CRM either by using Microsoft Internet Explorer
6 or later web browser or by a thick client plug-in to Microsoft Outlook
. While other browsers can be used to access Dynamics, results can be mixed and are not supported by Microsoft.
The current version of Microsoft Dynamics CRM is 2011.
- Workgroup Edition
This edition is only allowed 5 CAL
s maximum, it is not possible to add more CALs. If more CALs are needed, an upgrade to Professional or Enterprise should be done. Also all the server roles are installed on 1 machine and cannot be separated. You can only create 1 organization in this version and the use of external connectors is not allowed. This version is ideal for small organizations that can use it with the SQL Server Workgroup Edition and on a Windows Small Business Server.
- Professional Edition
The Professional Edition has the same functionality as the Workgroup Edition except there is no limit on the CALs. If the installation profile calls for supporting either multiple organizations or servers, the Enterprise Edition is required.
- Enterprise Edition
Has the same functionality as the Professional Edition but without limits. This version is to be used when multiple divisions should be accessing CRM from one platform.
- Service Provider Edition
This edition is actually an Enterprise Edition that is configured to accept Internal user requests from AD
and external user requests through IFD (Internet Facing Deployment). This version is mostly implemented by Microsoft Partners that offer Hosted CRM functionality, when letting external users connect to this CRM version through the Internet.
There are two types of Client CAL:
- Named User CAL: This is tied with the user name i.e. the user can access MSCRM from any computer.
- Device CAL: This is tied with the Device (i.e., CRM can be accessed from only one device). This model is useful in environments such as Call Centers.
Read Only Licenses
New in Microsoft Dynamics CRM 4.0 are readonly licenses. Users that do not have to have write permissions can be assigned Read Only licenses. These licenses are cheaper because they do not allow any write operations on the records. If later a user should be able to perform a write operation, a step-up license can be bought to upgrade the Read-Only license to a Full Client Access License.
Full Use Licenses
Full Use Licenses are licenses where the client (user / device) has read, write and update permissions.
External Connector Licenses
Whenever an application (windows or web) reads or writes data from/in Microsoft Dynamics CRM, an external connector license is required. External Connector licenses are only valid when bought for a Professional or Enterprise edition. It is not allowed to use them with a Workgroup Edition.
These also come in 3 forms:
- External Connector : Is a combination of the Limited External Connector (that provides Read Only functionality) and the Full Use Additive External Connector (that provides Write Only functionality)
- Limited External Connector: Provides Read Only functionality for the external application. This license can be upgraded to an 'External Connector License' when the Full Use Additive External Connector is bought.
- Full Use Additive External Connector: Provides the Write functionality to a "Limited External Connector" license.
Probably a few functionalities of the Accelerators will be incorporated in the next release of Microsoft Dynamics CRM.
The Microsoft Dynamics CRM 2011 RTW/RTM is available since Jan and mid Feb 2011 respectively. 41 languages are supported.
Customer relationship management
Customer relationship management is a widely implemented strategy for managing a company’s interactions with customers, clients and sales prospects. It involves using technology to organize, automate, and synchronize business processes—principally sales activities, but also those for marketing,...
software package developed by Microsoft
Microsoft
Microsoft Corporation is an American public multinational corporation headquartered in Redmond, Washington, USA that develops, manufactures, licenses, and supports a wide range of products and services predominantly related to computing through its various product divisions...
. Out of the box, the product focuses mainly on Sales, Marketing, and Service (help desk) sectors, but Microsoft has been marketing Dynamics CRM as an XRM platform and has been encouraging partners to use its proprietary (.NET
.NET Framework
The .NET Framework is a software framework that runs primarily on Microsoft Windows. It includes a large library and supports several programming languages which allows language interoperability...
based) framework to customize it to meet many different demands.
The Microsoft Dynamics
Microsoft Dynamics
Microsoft Dynamics is a line of enterprise resource planning and customer relationship management software applications developed by Microsoft. Microsoft Dynamics applications are delivered through a network of reselling partners who provide specialized services...
family of business applications includes other related products such as Microsoft Dynamics AX
Microsoft Dynamics AX
is one of Microsoft’s enterprise resource planning software products. It is part of the Microsoft Dynamics family.-History:Microsoft Dynamics AX was originally developed as a collaboration between IBM and Damgaard as IBM Axapta. IBM returned all rights in the product to Damgaard shortly after the...
(ERP
Enterprise resource planning
Enterprise resource planning systems integrate internal and external management information across an entire organization, embracing finance/accounting, manufacturing, sales and service, customer relationship management, etc. ERP systems automate this activity with an integrated software application...
application), Microsoft Dynamics GP
Microsoft Dynamics GP
Microsoft Dynamics GP is a mid-market business accounting software or ERP Software package marketed in North and South America, UK and Ireland, the Middle East, Singapore, Australia and New Zealand. It is used in many additional countries with partner supported localisations. It uses either...
, (ERP application) Microsoft Dynamics NAV
Microsoft Dynamics NAV
Microsoft Dynamics NAV is an enterprise resource planning software product from Microsoft.The product is part of the Microsoft Dynamics family, and intended to assist with finance, manufacturing, customer relationship management, supply chains, analytics and electronic commerce for small and...
(ERP application), and Microsoft Dynamics SL (ERP Application) and also Microsoft Dynamics Retail Management System; also known as Dynamics RMS.
Dynamics CRM is a server-client application, which, like Microsoft SharePoint, is primarily an IIS
Internet Information Services
Internet Information Services – formerly called Internet Information Server – is a web server application and set of feature extension modules created by Microsoft for use with Microsoft Windows. It is the most used web server after Apache HTTP Server. IIS 7.5 supports HTTP, HTTPS,...
-based web application which also supports extensive web services interfaces. Clients access Dynamics CRM either by using Microsoft Internet Explorer
Internet Explorer
Windows Internet Explorer is a series of graphical web browsers developed by Microsoft and included as part of the Microsoft Windows line of operating systems, starting in 1995. It was first released as part of the add-on package Plus! for Windows 95 that year...
6 or later web browser or by a thick client plug-in to Microsoft Outlook
Microsoft Outlook
Microsoft Outlook is a personal information manager from Microsoft, available both as a separate application as well as a part of the Microsoft Office suite...
. While other browsers can be used to access Dynamics, results can be mixed and are not supported by Microsoft.
The current version of Microsoft Dynamics CRM is 2011.
History
- Microsoft CRM 1.0
- Microsoft CRM 1.0 launched in January 2003.
- Microsoft CRM 1.2
- Microsoft CRM 1.2 was released December 8, 2003. Microsoft CRM 1.2 was not widely adopted by industry.
- Microsoft Dynamics CRM 3.0
- The second version was rebranded as Microsoft Dynamics 3.0 (version 2.0 was skipped entirely) to signify its inclusion within the Dynamics product family and was released December 5, 2005. Notable updates over version 1.2 are the ease of creating customizations to CRM, the switch from using Crystal ReportsCrystal Reports-External links:*****Reviews:****...
to Microsoft SQL Reporting Services, the ability to run on Windows Vista and Outlook 2007, and support for Exchange 2007. - Significant additions released later by Microsoft also allowed Dynamics CRM 3.0 to be accessed by various mobile devices and integration with Siebel SystemsSiebel SystemsSiebel CRM Systems, Inc. was a software company principally engaged in the design, development, marketing, and support of customer relationship management applications. The company was founded by Thomas Siebel in 1993. At first known mainly for its sales force automation products, the company...
. - This was the first version that saw reasonable take up by customers.
- Microsoft Dynamics CRM 4.0
- Dynamics CRM 4.0 introduced in December 2007. It features multi-tenancy, improved reporting security, data importing, direct mail merging and support for newer technologies such as Windows 2008 and SQL 2008 (Update Rollup 4).
- Dynamics CRM 4.0 also implements CRM Online, a hosted solution that is offered directly from Microsoft. The multi-tenancy option also allows ISVIndependent software vendorIndependent software vendor is a business term for companies specializing in making or selling software, designed for mass marketing or for niche markets...
s to offer hosted solutions to end customers as well. - Dynamics CRM 4.0 is the first version of the product which has seen significant takeup in the market and passed the 1 million user mark in July 2009.
- Microsoft Dynamics CRM 2011
- Dynamics CRM 2011 was released to open Beta in February 2010
- It then went into Release Candidate stage in December 2010
- The product was then released in February 2011
Versions
Microsoft Dynamics CRM comes in 4 versions for installation by a partner/customer; these versions can be highly customized using advanced extensions. The CRM Online version cannot be extensively customized because of security issues.- Workgroup Edition
This edition is only allowed 5 CAL
Client Access License
A Client Access License is a proprietary software license distributed by software companies such as Microsoft to allow clients to connect to its server software and use the software's services.-Software licensing introduction:...
s maximum, it is not possible to add more CALs. If more CALs are needed, an upgrade to Professional or Enterprise should be done. Also all the server roles are installed on 1 machine and cannot be separated. You can only create 1 organization in this version and the use of external connectors is not allowed. This version is ideal for small organizations that can use it with the SQL Server Workgroup Edition and on a Windows Small Business Server.
- Professional Edition
The Professional Edition has the same functionality as the Workgroup Edition except there is no limit on the CALs. If the installation profile calls for supporting either multiple organizations or servers, the Enterprise Edition is required.
- Enterprise Edition
Has the same functionality as the Professional Edition but without limits. This version is to be used when multiple divisions should be accessing CRM from one platform.
- Service Provider Edition
This edition is actually an Enterprise Edition that is configured to accept Internal user requests from AD
Active Directory
Active Directory is a directory service created by Microsoft for Windows domain networks. It is included in most Windows Server operating systems. Server computers on which Active Directory is running are called domain controllers....
and external user requests through IFD (Internet Facing Deployment). This version is mostly implemented by Microsoft Partners that offer Hosted CRM functionality, when letting external users connect to this CRM version through the Internet.
Licensing
Microsoft Dynamics CRM offers flexible software licenses. Microsoft Dynamics CRM offers two types of licenses: Server license and Client Access License (CAL). Each deployment should have at least one server license and one CAL. CAL is also known as a user license.There are two types of Client CAL:
- Named User CAL: This is tied with the user name i.e. the user can access MSCRM from any computer.
- Device CAL: This is tied with the Device (i.e., CRM can be accessed from only one device). This model is useful in environments such as Call Centers.
Read Only Licenses
New in Microsoft Dynamics CRM 4.0 are readonly licenses. Users that do not have to have write permissions can be assigned Read Only licenses. These licenses are cheaper because they do not allow any write operations on the records. If later a user should be able to perform a write operation, a step-up license can be bought to upgrade the Read-Only license to a Full Client Access License.
Full Use Licenses
Full Use Licenses are licenses where the client (user / device) has read, write and update permissions.
External Connector Licenses
Whenever an application (windows or web) reads or writes data from/in Microsoft Dynamics CRM, an external connector license is required. External Connector licenses are only valid when bought for a Professional or Enterprise edition. It is not allowed to use them with a Workgroup Edition.
These also come in 3 forms:
- External Connector : Is a combination of the Limited External Connector (that provides Read Only functionality) and the Full Use Additive External Connector (that provides Write Only functionality)
- Limited External Connector: Provides Read Only functionality for the external application. This license can be upgraded to an 'External Connector License' when the Full Use Additive External Connector is bought.
- Full Use Additive External Connector: Provides the Write functionality to a "Limited External Connector" license.
Features
Dynamics CRM version 4.0 adds a number of new features, including support for duplicate data detection and other enhancements. Perhaps most importantly, CRM 4.0 provides true multi-tenancy, which will allow the creation of multiple organizations on a single server. CRM 4.0 was released with the following improvements:- More powerful and easier to configure Reporting and BI (now based on SSRSSQL Server Reporting ServicesSQL Server Reporting Services is a server-based report generation software system from Microsoft. It can be used to prepare and deliver a variety of interactive and printed reports. It is administered via a web interface...
instead of Crystal) - More powerful data import tools, de-duplication capability now included
- Enhanced entity relationships – many to many, self-referential
- Improved programmability - enhanced Web Services, unified event model, plug-ins to replace callouts
- Light enquiry user license now available - potentially reducing the costs associated with rolling out across larger organizations
- Multi Tenancy - One server can host more than one business organization
- Multi Currency
- Multi Lingual
- Microsoft Office Communicator / Windows Live MessengerWindows Live MessengerWindows Live Messenger is an instant messaging client created by Microsoft that is currently designed to work with Windows XP , Windows Vista, Windows 7, Windows Mobile, Windows CE, Xbox 360, Blackberry OS, iOS, Java ME, S60 on Symbian OS 9.x and Zune HD...
presence integration support - Cloud ComputingCloud computingCloud computing is the delivery of computing as a service rather than a product, whereby shared resources, software, and information are provided to computers and other devices as a utility over a network ....
with Microsoft Online ServicesMicrosoft Online ServicesMicrosoft Online Services is Microsoft's hosted software offering and a component of their Software plus services strategy. Microsoft Online Services are hosted by Microsoft and sold "with" Microsoft partners....
Updates
Microsoft publishes updates for Microsoft Dynamics CRM (called Rollups) every two months. At the time of writing, Rollup 19 is available.Accelerators for Microsoft Dynamics CRM
In order to maximize the integration with other products and to enable basic templating, Microsoft released the Accelerators, a set of basic vertical solution templates that can be used to extend Microsoft Dynamics CRM in a few directions. These accelerators can be downloaded (for free) from the CodePlex website and adapted by the organization itself.Probably a few functionalities of the Accelerators will be incorporated in the next release of Microsoft Dynamics CRM.
Microsoft Dynamics CRM 2011
Microsoft Dynamics CRM comes in 2011 version for cloud offering and installation by a partner/customer. As in CRM 4 these versions can be highly customized using advanced extensions. New feature set includes – Visualizations, Dashboards, Document Management, Grid Filters, Dialogs, Recurring Appointments, Custom Activities, Goal Management, Fetch based Reports, MAPI based Outlook clients, FLS etc.- Native integration with WSS 3.0
- Ability to create a query behind a look-up
- Placing of a grid with child records on the parent record
- Auto filter sorting capability like in Microsoft Office Excel
- Microsoft Office Ribbon interfaceRibbon (computing)In GUI-based application software, a ribbon is an interface where a set of toolbars are placed on tabs in a tab bar. Recent releases of some Microsoft applications have embraced this form with a modular ribbon as their main interface. The Ribbon is a contextual interface that offers functionality...
replaces menus - OData endpoint
- LINQ programming API in the SDK
- WCF services
- Customization can be packaged as solutions
- CRM Online supports plugins in sandboxed mode
- Multiple forms per entity
- Dashboard designer
The Microsoft Dynamics CRM 2011 RTW/RTM is available since Jan and mid Feb 2011 respectively. 41 languages are supported.