crm 3.0 whats new in microsoft crm 3.0 – technical
TRANSCRIPT
CRM 3.0
What’s New in Microsoft CRM 3.0
– Technical
CRM 3.0
Agenda
Microsoft CRM Client for Microsoft Office Outlook
Enhanced E-Mail
CRM 3.0
Microsoft CRM Client for
Microsoft Office Outlook
CRM 3.0
Overview
The Microsoft CRM 3.0 Client for Microsoft Office Outlook
The Microsoft CRM Desktop Client for OutlookThe Microsoft CRM Laptop Client for Outlook
Outlook Synchronization When Working Offline
CRM 3.0
The Microsoft CRM 3.0 Client for Microsoft Office Outlook
A feature-rich 32-bit application framework installed on the local client machineBuilt to support the web-based CRM application logic
Enables salespeople, customer service representatives, and marketing representatives to access CRM through Outlook e-mail and messaging client
Two types of Microsoft CRM 3.0 clients for Outlook
Microsoft CRM Laptop Client for Outlook
Microsoft CRM Desktop Client for Outlook
CRM 3.0
Desktop and Laptop Clients
Online Only
Online or Offline
Desktop Outlook
Client
Laptop Outlook
Client
Includes Local version of:• CRM Platform Logic• Web server• MSDE Database
CRM 3.0
Feature Comparison of the Microsoft 3.0 Outlook Clients
Microsoft CRM 3.0 Desktop Client for Outlook
Microsoft CRM 3.0 Laptop Client for Outlook
New online-only, multi-user client Off-line-enabled, single-user client
Intended for computers that never go offline
Intended for computers that are required to take data offline
Enables multiple installations of the client on the same computer (for example, shift workers sharing a desktop machine)
Only one installation per computer
Installation does not install the MSDE database or the local web server
Installs a local MSDE database and a local web server for offline processing
No local (offline) platform Offline processing uses local platform
Always online, so that no CRM synchronization required
Requires offline CRM synchronization
Manual Outlook synchronization New schedulable Outlook synchronization capability
CRM 3.0
The Microsoft CRM Desktop Client for Outlook
Online Microsoft CRM client for Outlook
On previous versions, a Microsoft CRM client for Outlook installation could only be used by a single CRM user on any one computer
Online OnlyDesktop Outlook
Client
CRM 3.0
The Microsoft CRM Laptop Client for Outlook
Online or OfflineLaptop
Outlook Client
Includes Local version of:• CRM Platform Logic• Web server• MSDE Database
CRM 3.0
Taking the Microsoft CRM Laptop Client for Outlook Offline
Go Offline
Go Offline
Local Local MSDE MSDE
DatabaseDatabase
22
33
Offline Offline Data SetData Set
11
CRM 3.0
Offline Laptop Client
Local Web Server
Self Contained Self Contained Offline Laptop ClientOffline Laptop Client
Local MSDE Database
Business Logic Processing
Playback Graph
CRM 3.0
Offline Laptop ClientThe following tasks occur during the Offline Synchronization process:
Prepare syncPropagate schema changesMove data
The synchronization process performs the following tasks:
It uses a web service to provide a secured way of accessing client data and creating the offline data set.It inserts each record in the offline data set into the local MSDE database.
SQL statements are performed to insert each record into the local MSDE database:
If the record being added already exists in the local MSDE database, the existing record is deleted.The record is inserted in to the MSDE database.
CRM 3.0
Outlook Synchronization When Working Offline
Schedulable Synchronization feature has been added to keep data updated in Outlook folders while working offline
The Microsoft CRM 3.0 Outlook Synchronization process includes the following features:
Outlook Synchronization occurs automatically after the Offline Synchronization process has finished running.
Outlook Synchronization can also be scheduled to run at periodic time intervals to ensure the user always sees the most up-to-date CRM data in their Outlook folders.
Outlook Synchronization runs in the background; it does not interrupt the user from interacting with Outlook.
Users can specify the time intervals at which Outlook Synchronization should occur.
CRM 3.0
CRM 3.0
CRM 3.0
CRM 3.0
CRM 3.0
CRM 3.0
So did we add anything to the Outlook client in 3.0?
Send Email through Outlook
Offline Data Filtering
CRM Menu
CRM Toolbar
Improved CRM viewpane
Decouple Outlook Sync
Background Sync
Schedulable Sync
Outlook - sync only changes
Set Offline
Offline Sync Tracking
Offline Sync Error HandlingVersion Handling
Offline Sync Architecture
Improved Linking Model Per-user SyncEntry
Customer Service
Marketing Automation
CRM Address Book Provider
Published MSI-based deployment
Online-only Multi-user client
Non-modal Go Offline
Service Appointment Sync
Promotion of Tasks, Appointments and Contacts
Delete Propagation
System Tray Icon
Performance Improvements
Email Auto-tag
Tracing and Logging
MSDE Cleanup
Disabled State
Offline UpgradeUser-configurable Contact sync
GoOffline UIMore robust setup
Client Upgrade
CRM 3.0
Review
The Microsoft CRM 3.0 Client for Microsoft Office Outlook
The Microsoft CRM Desktop Client for OutlookThe Microsoft CRM Laptop Client for Outlook
Outlook Synchronization When Working Offline
CRM 3.0
Enhanced E-mail
CRM 3.0
Overview
Microsoft CRM Exchange E-mail Router
Exchange Router Installation Changes
CRM 3.0
Microsoft CRM Exchange E-mail Router
CRM Server Exchange Server
Exchange
Router
CRM 3.0
Microsoft CRM Exchange E-mail Router
Microsoft Exchange is not required to implement Microsoft CRM. Exchange is only required if an organization wants to send and receive e-mail through Microsoft CRM. If Microsoft Exchange is deployed, the Exchange E-mail Router component creates e-mail Activity records in Microsoft CRM for inbound CRM e-mail messages.
CRM 3.0
Microsoft CRM Exchange E-mail Router
CRM 3.0
Processing Flow – Inbound
CRM 3.0
Processing Flow – Outbound
CRM 3.0
Exchange Server Clustering
Was not supported in Microsoft CRM 1.x.
However, because the dependency between the router and the actual Exchange server(s) on which it resides has been removed, active/passive Exchange Server clustering is now supported in CRM 3.0.
CRM 3.0
Exchange Router Installation Changes
The CRM mailbox must be created before running the Exchange Router Setup program.
The Router Setup program prompts for the name of the CRM mailbox.
The Router Setup program installs both the router and a Rules Deployment Administration Wizard.
The implementer uses the Rule Deployment Administration Wizard to add, verify, and remove forwarding rules to each CRM user’s Exchange mailbox.
CRM 3.0
Exchange Connector Deployment Wizard
CRM 3.0
Microsoft CRM Exchange E-mail Router
CRM 3.0
Review
Microsoft CRM Exchange E-mail Router
Exchange Router Installation Changes
CRM 3.0
Q & AQ & A
Grazie per l’attenzione
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