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Lundi 27 octobre 2014 Groupe Architecture Sujet: Microsoft Dynamics CRM, vue d'ensemble de la plateforme et architecture de solution 101 Conférencier: Salim Adamon Avec les nombreux ajouts de fonctionnalités effectués par Microsoft sur sa plateforme Dynamics CRM au cours des dernières années, le produit se compare de plus en plus aux acteurs majeurs dans le domaine du CRM et commence à acquérir une grande part du marché partout dans le monde. En tant qu’architecte de solution travaillant avec des technologies Microsoft, il est important de connaître les atouts de la plateforme Dynamics CRM afin de pouvoir envisager son utilisation si elle répond à des besoins existants et d’économiser un grand temps de développement. Cette présentation va dans un premier temps vous donner une vue d'ensemble de la plateforme: les modules classiques de gestion de la relation client (CRM), ainsi que les possibilités d'extensions et de personnalisations. Dans un second temps, nous parlerons de différentes considérations à prendre en compte lorsqu'on fait le design d'une solution avec Dynamics CRM. Cette section couvrira à haut niveau le développement, l'intégration, l'infrastructure, la performance et d’autres concepts importants pour architectes, analystes d’affaires et développeurs en entreprise.
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Microsoft Dynamics CRM
Overview and Architecture 101Salim Adamon, CRM Consultant & Solution Architect, MVP
Salim Adamon
▪ Independent CRM Consultant & CRM Solution Architect
▪ 10+ CRM Deployments over the past 4 years
▪ CRM Blogger @ http://salimadamoncrm.com
▪ Microsoft User Group regular speaker (Ottawa, Montreal, Online)
▪ Microsoft Dynamics CRM MVP
Presentation Plan
▪ Platform Overview
▪ What is CRM? What is XRM?
▪ Demonstration: System views, Modules
▪ CRM Solution Architecture
▪ The Architect’s role
▪ The Architect’s tools
▪ Design Considerations
▪ Q & A
Platform Overview
What is CRM?
▪ Customer Relationship Management
▪ Microsoft Dynamics CRM
▪ Account & Contact Management in a context
▪ Default Modules:
▪ Service (case, incident management)
▪ Sales (lead, opportunity, products, invoices)
▪ Marketing (activities, emails, campaigns)
▪ COTS product
▪ Cloud (Office 365 or Private)
▪ On Premise (local install)
What is xRM?
▪ Represents extending an application on the CRM platform
▪ ‘x’ is a variable that means ‘any’
▪ Example: Citizen RM, Student RM, Dealers RM, etc.
▪ Also referred to as “Extended CRM”
▪ Not a COTS product
▪ “One Platform: Many Applications”
Platform Demonstration
▪ Access Mode
▪ Web
▪ Outlook
▪ Mobile
▪ Application Views
▪ Dashboards
▪ List Views
▪ Forms
▪ Modules
▪ Sales
▪ Marketing
▪ Services
DEMO
Platform Demonstration
The CRM Solution Architect
What is the CRM Architect’s role?
▪ Subject Matter Expertise
▪ Deep knowledge of ALL ASPECTS of the platform
▪ Provide guidance and best solution design
▪ Troubleshoot unexpected issues
▪ Provide long term vision and strategy for solution
▪ Bridge between business and technical
What is the CRM Architect’s role?
▪ Delivery Methodology
▪ Project implementation methodology (Agile, Waterfalls...)
▪ Delivery Modules Management
▪ CRM Solution evolution framework
▪ Configuration environments
▪ Development environments
▪ Tool Box
▪ Configuration tools
▪ Development tools
▪ Debugging tools
▪ Accelerators
What is the CRM Architect’s role?
▪ Solution Planning, PMO Support, Workforce Management
▪ Project Delivery Strategy
▪ People involvement (who, what, when)
▪ Mentor and guide junior resources
The Architect’s Tools
CRM Architect Tools
▪ Knowledge is POWER
▪ Learning resources
▪ Online Resources
▪ Microsoft Community Blogs
▪ Training, User Groups Conferences
▪ Practice – Use trial organizations
▪ Technical Architecture
▪ Extensibility points
▪ Implications of design decisions
CRM Architect Tools
▪ Knowledge is POWER
▪ Technical Architecture
▪ xRM Platform Components
▪ Data Modeling
▪ Entities, Fields, Relationships
▪ User Interface
▪ Forms, Views, Lookup
▪ Web and Outlook (including offline)
▪ Process Automation
▪ Workflows, Dialog, Business Process Flow
▪ Queues and Teams
▪ Plugins, Web Services
▪ Reporting
▪ SSRS, Excel
▪ Charts and Dashboards
▪ Security
▪ Roles, Organization-based
▪ Field Level
▪ Auditing
▪ Data Management
▪ Data Import/Export
▪ Duplicate Detection
▪ Web & Integration
▪ Portals
▪ SharePoint Integration
▪ Enterprise Service Bus
▪ Custom Integration (API, SDK)
CRM Architect Tools
▪ Development & Debugging Tools
▪ XrmToolbox by MVP Tanguy Touzard
▪ Solutions components management and edition tools, debugging and test tools
▪ Ribbon Workbench, Sparkle XRM by MVP Scott Durow
▪ Microsoft Dynamics CRM SDK
▪ Development Accelerators: CRM Solution Manager, CRM Package Deployer
▪ Debug: CRM Diagnostic Tool, CRM Trace Reader, Best Practices Analyzer
Typical Design Considerations
Typical Design Considerations
▪ Using the appropriate functionality
1. System Configuration
2. System Customization
Typical Design Considerations
▪ Automation Design – Client Side
▪ Form Scripting & Business Rules
▪ Ribbon customizations
▪ Sitemap customizations
▪ Business process flow
▪ Custom UI development
▪ Automation Design – Server Side
▪ Workflows, Custom Workflow Activities
▪ Plugins
▪ CRM Web Services (REST, ODATA)
▪ SQL Server
▪ SSRS Reports
Typical Design Considerations
▪ CRM Online vs CRM On Premise
▪ Different integration consideration
▪ Different security considerations
▪ Scalability control
▪ CRM Solution Components
▪ Consider ease of deployment
▪ Build automated deployment tools
▪ Limit the number of external elements in your solution
Typical Design Considerations
▪ Data Integration & Migration
▪ Dynamics CRM provide SQL views to READ CRM Data
▪ Create, Update, Delete must be done through Web Service
▪ Understand CRM Web Service limitations
▪ Retrieve Multiple Record Limit
▪ Using Third Party Software for Data Integration and Migration Jobs
▪ SSIS + CRM Add On (Kingsway Soft, others)
▪ Scribe Soft, Instance Adapter etc.
▪ Decision making for data integration and migration (technology, performance, immediacy etc.)
Typical Design Considerations
▪ Buy vs Build?
▪ Lots of CRM Solution Add-Ons :
▪ Portals (ADX Studio, Parature)
▪ Mobility
▪ Project Management, PSA, Field Services Management
▪ Can you build it internally?
▪ Should you build it or buy an existing add-on?
Typical Design Considerations
▪ Infrastructure Design
▪ CRM Access points
▪ HTTP vs HTTPS
▪ Active Directory, Claim Based Auth, Internet Facing Deployment (IFD)
▪ Portal(s)
▪ Solution Sizing
▪ Single vs Multiple Server Infrastructure
▪ SQL Server features
▪ SQL Indexes
Q&A
Salim Adamon
http://salimadamoncrm.com
https://ca.linkedin.com/in/sadamon/en
@salimadamon
Next Steps
▪ Reach out to me for additional information
▪ Services offered
▪ Tailored presentation for your enterprise, special topics
▪ Solution implementation review and recommendations
▪ Pre-sales solution development and presentations
▪ CRM Consulting (business and technical)
▪ CRM Solution Architecture
