xRM – Dynamics CRM as a Line of Business Platform

1. xRM – Dynamics CRM as a Line of Business Platform Chris J.T. Auld (@cauld) Director, Intergen Limited (Chris.auld@intergen.co.nz) New Zealand (Former All Blacks Supporter)

2. Agenda • A Line of Business Application Platform with • Microsoft Dynamics CRM • Compelling Experiences • Windows Presentation Foundation • Silverlight • Familiar Skills • Microsoft Office Platform • Unified Communications • Power of Choice • Software + Services • Azure Services Platform

3. Agenda in 5 Boxes Office Server CRM Services Client

4. Sales Service Marketing Microsoft Dynamics CRM – Think “xRM” Not just account/contact management Business Application Platform • Complete CRM Suite • Sales, Marketing, Service • Activity Tracking • Rich Reporting, Analytics • Rich Platform • Deep process automation • Easy configuration and customization • Extensible architecture • SDK + Web Services

5. Better Together with the Microsoft “Stack” Drive user adoption and end-user experience satisfaction with Office and client technologies Leverage common development and management tools to easily extend and manage Microsoft Dynamics CRM Collaboration andbusiness insight Unified Communications across different channels

6. Integrated Applications Extensible UI (XML Config File) Form Events (JavaScript) Plug-Ins (Pre) (.NET Assemblies) Custom Actions (.NET Assemblies) Plug-Ins (Post) (.NET Assemblies) Microsoft Dynamics CRM Architecture Presentation Layer Options Forms Design, Client-Side Scripting, and Custom UI Development Reporting (Excel and SRS) Web Services Platform Layer Options Data Model Customization, Workflow,Custom Platform Development Synchronous and Asynchronous Business Logic Business Entity Components Data Services Options Custom Reporting, Custom Analysis Security Workflow Data Access Components Data Access Platform Filtered SQL Views Metadata Data

7. Custom Data Configuration

8. User Experience Configuration

9. Security Model Extensibility

10. CRM Application CRM Platform Method Pre-Plug-In CRM Tools Platform Core Operation Post-Plug-In CRM SDK Server Plugin Model Custom logic extensions with Plug-Ins • Post- and pre- synchronous events • Rich message context • Integration with Microsoft CRM Web services • Easy subscription and deployment

11. Workflow Platform Extend workflow with custom code • .NET based • Easy subscription and deployment • Workflow manager support • Integration with Visual Studio .NET and Microsoft Dynamics CRM Web services

12. Scalability Benchmarks Scale users • 24,000 concurrent users • 1,051,920 web requests/hr • Sub-second response times Scale data • 173 million contacts • 512 million contracts • 346 million addresses • 1.2 terabytes of data • Sub-second response times Two benchmarks were completed using the tools and features that are included with the platform – and the results were outstanding! 24,000 Concurrent Users 1 million+ web requests/hour ~1 billion rows of data in database http://www.codeplex.com/crmperftoolkit

13. Extending the Client Office Server CRM Services Client

14. The Microsoft Client Platform Silverlight Mobile Mobile .NET XAML Desktop Web Silverlight WPF

15. Deciding What to Use When • WPF and .NET Framework is the best desktopapp platform • WPF has full desktop power • Silverlight is the best RIA platform • Silverlight is smaller-lighter • Easier to deploy • But you reuse your skills and code between them

16. Designer-Developer Workflow Through XAML • Microsoft Tools for Designers & Developers • Declarative Programming through XAML • Third Party Tools (e.g. Aurora by Mobiform, ZAM 3D by Electric Rain) • With XAML designers & developers can streamline their collaboration Designers design Developers add business logic

17. Demo Graphic Design Institute WPF Client

18. MSCRM + WPF • Easily connect using CRM Web services • Better access to important CRM information fromthe desktop • Provides a rich user interface for CRM users • Drive increaseduser adoption anduser productivity

19. Demo Silverlight and CRM

20. MSCRM + Silverlight • Enhanced visualization capabilities – bring CRM data to life! • Embed into CRMfor integrated functionality • Connect to CRM for advanced dashboards

21. Summarizing Silverlight and WPF Simply • WPF = Desktop client • Silverlight = Web client Silverlight is subset of WPF and .NET Framework • Plus a few extra web features and its own codecs Reuse strategy • Same skills • Same tools • Same XAML and UI

22. Microsoft Office Platform Office Server CRM Services Client

23. Microsoft Dynamics CRM Client for Outlook • Microsoft Advantage • Achieve high user adoptionby making CRM a natural extension of user habits • Improve productivityby consolidatingcustomer informationto a single location • Reduce training and transition costs with easy-to-learn applications Provide users with relevant role-based information through contextual visibility into the applications that they use daily Everyday Usability Components Native Microsoft Office interface Connected and disconnected clients Web and mobile access Composite applications

24. Demo VSTO Add-in

26. VSTO • The rationale for theVSTO architecture • Bring together Office and .NET • Provide a sophisticated developer experience • Provide a solid baseline runtime infrastructure • Easily connects with CRM using Web services • Connect with external services

27. Server Side Integration Office Server CRM Services Client

28. Demo Portal for CRM using SharePoint

29. MSCRM + SharePoint – Document Management • Deliver robust integrated document management capabilities • Drive collaboration through CRM SharePoint workspaces • Manage CRM document libraries in Outlook

30. MSCRM + SharePoint – Portals and Dashboards • Surface CRM data in configurable audience-specific SharePoint portals • Custom Webparts • Silverlight controls

31. MSCRM + SharePoint – Enterprise Search • Enterprise Search Accelerator • http://codeplex.com/crmaccelerators • Expose CRM data to MOSS enterprise search • Rapidly configure portalviews of Microsoft Dynamics CRM data • Connect using Business Data Catalog (BDC)

32. Microsoft Unified Communications E-Mail/calendaring VoIP Team workspaces Across devices Instantmessaging Conferencing Across networks Identityand presence Application integration Future-readysoftwarefoundation Streamlinedcommunications Operationalefficiency Built-inprotection

33. Solution Scenarios for Communications Contextual Collaboration Enable human-to-human communicationEnhanced with context Business Process Communications Enable business process-activated Machine-to-human communications Anywhere Information Access Enable remote human-to-machine communications

34. Demo Unified Communications Integration

35. Embedded presence and collaboration capabilities within MSCRM MSCRM + Unified Communications

36. MSCRM + Unified Communications • Store important interactions with customers in MSCRMsuch as IM sessionsand voicemails • Utilize OCS as a CRM message/alert bus

37. Services Platform Office Server CRM Services Client

38. An internet-scale cloud services platform hosted in Microsoft data centers,which provides an operating system and a set of developer services that canbe used individually or together Introducing Azure Azure™ Services Platform Microsoft Dynamics CRM Services Microsoft SharePoint Services http://www.azure.com

39. Cloud Services On-Premises Visual Studio and .NET Partners “Oslo” - Modeling

40. Travel consultant Event manager Attendee Composing a Conferencing Solution Service integration ezConference solution Site Content Events Flight search Car/Hotel reservation Attendees Registrations Application UX ezGDS Reservations 3rd Party services Follow - up

41. Demo ezConference

42. Scaling the Application

43. Software + Services Platform Office Server CRM Services Client

44. question & answer

45. Required Slide Speakers, TechEd 2009 is not producing a DVD. Please announce that attendees can access session recordings at TechEd Online. Resources • www.microsoft.com/teched Sessions On-Demand & Community • www.microsoft.com/learning • Microsoft Certification & Training Resources • http://microsoft.com/technet • Resources for IT Professionals • http://microsoft.com/msdn Resources for Developers www.microsoft.com/learning Microsoft Certification and Training Resources

46. Required Slide 10 pairs of MP3 sunglasses to be won Complete a session evaluation and enter to win!

47. Microsoft Dynamics CRM 4.0 Resources • Developer Ramp-up Kit • 12 Presentations on Development • 12 Hands on Labs • ISV Platform Whitepaper on CRM • Channel 9.msdn.com • Dynamics Duo Videos on CRM Platform • Screencasts– CRM with WPF, Silverlight, OBA,… dev. walkthroughs • Dynamics Evangelism Blogs • http://blogs.msdn.com/benriga • http://blogs.msdn.com/girishr

48. WPF Resources • Windowsclient.net website • http://www.windowsclient.net • WPF codeplex site • http://www.codeplex.com/wpf • http://www.codeplex.com/wpffx • WPF Bootcamps • http://visitmix.com/university/wpf/wpfbootcamp.htm • http://visitmix.com/university/wpf/bc08/

49. Silverlight Resources • Community Site: http://silverlight.net • Main Product Site: http://www.microsoft.com/silverlight • MSDN Center: http://msdn.microsoft.com/silverlight • Online Forums: http://silverlight.net/forums • Online SDK: http://msdn2.microsoft.com/bb188266.aspx • Top Silverlight Blogs • Tim Sneath: http://blogs.msdn.com/tims • Mike Harsh: http://blogs.msdn.com/mharsh • Joe Stegman: http://blogs.msdn.com/jstegman • Laurence Moroney: http://blogs.msdn.com/webnext • Ernie Booth: http://blogs.msdn.com/ebooth

50. Azure Resources