maximize your dynamics crm and sharepoint investment june 2015
TRANSCRIPT
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Maximize your Dynamics CRM and SharePoint InvestmentJune 2015
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Sierra Systems offers a broad services portfolio ranging from management consulting, systems integration, and managed services.
• Founded and headquartered in Vancouver, Canada (1966)
• Mature, highly experienced management teams
• Approximately 800 professionals across Canada
• Offices in major cities which allows us to provide local resources
• Integrated delivery approach and defined methodologies to deliver high standards of service
• Sierra Systems is part of Sierra-Cedar Group, Inc., one of the largest, independent North American IT services companies
Our unwavering
commitment to clients’
needs has allowed us to
build long-term, trusting
and loyal relationships.
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About Sierra Systems
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INDUSTRIES SERVICES PARTNERS
Government
Justice & Public Safety
Health
Energy & Utilities
Commercial
MANAGEMENT CONSULTING
• IT/IM Strategy• Business Process Improvement & Transformation
• Organizational Change Management
SYSTEMS INTEGRATION
• Business Intelligence• SharePoint• Microsoft Dynamics CRM• Microsoft Dynamics AX
• Custom Development Solutions• ITSM Solutions• Oracle Applications
MANAGED SERVICES
• On-Premise and Offsite Application Support • Tier-2 and Tier-3 Applications Support
Sierra Systems was founded in 1966 and is headquartered in Vancouver, Canada, operating with over 900 employees in 12 locations across North America
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Sierra’s Delivery Practices and Benefits
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Inte
grat
ed S
ervi
ces
&
Solu
tions
Dynamics CRM
SharePoint
Microsoft Business Intelligence
Dynamics AX
BizTalk
.NET Custom Development
Cross-Platform Integration Inte
grat
ed S
ervi
ces
& S
oluti
ons
Management Consulting
Inte
grat
ed S
ervi
ces
&
Solu
tions
Managed Services
Indu
stry
Sol
ution
s
Delivery Practices• SharePoint• Dynamics AX And CRM• Business Intelligence• PeopleSoft
Benefits• Integrated offerings with Management Consulting and Managed
Services• Decision Accelerators (Fit Gap Analysis, Solution Blueprint,
Implementation Plan and Costing Worksheet)• Accelerators and Pre-Built Solutions • Extensive implementation and integration experience across all
verticals, solutions and platforms
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Microsoft Specializations
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Why are you here today?
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Why are you here today?
Understand Dynamics CRMBest at managing front office business processes that have structured relational data and repeatable business processes. More than just a CRM….it’s an xRM (Any Relationship Management).
Understand SharePointDesigned to organize information, people and documents that need to collaborate. Includes Enterprise Search, Portal, Intranet, Content Management, Document Management and workflow capabilities. Integrations with LOB systems.
Dynamics CRM and SharePoint Integrated … Sierra’s xRM Portal AcceleratorEase of integration. Complementary technologies, familiar look and feel.
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Integrating Dynamics CRM and SharePoint
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Dynamics CRM and SharePoint
Dynamics CRM• From CRM…..to xRM (Any Relationship Management) !!!
• Process-driven user experience for your internal operational staff to manage and respond to cases, applications, etc. effectively and quickly and track all activities in one place
• 360⁰ view of members, cases, applications, etc. – complete view of member interactions and data
• Flexible platform to define and automate processes and workflows based on your requirements
• Role-based security model to limit access to sensitive data
• Dashboards, reporting and analytics to track performance against SLAs, identify issues and take corrective action
SharePoint• A web portal for your customers and members to
register and create a profile, submit cases, applications and track progress
• Web presentation interface and forms experience for Dynamics CRM information
• Secure login and access to information based on permissions configured in CRM
• Ability to view and edit Office documents online
• Enterprise content management for both internal documents and documents uploaded by customers and members
• Secure Search capabilities
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Case Management High Level Solution Architecture
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Business Cases
Commercial Real Estate Management• Manage Real Estate Broker & Appraiser Registration• Realtor, Mortgage Broker, Appraiser, Public, Employees• Public Sign-on, Register for a program, Program Validation
Permit Management• Manage and process Permit requests• Public, Agencies, Employees• Create profile, Create permit requests, Submit documents, Manage communications, & request status
Grants & Contributions Management• Manage and process grant requests• Public, Partner, Employees• Create Grant application, Submit documents, Process payments
Call Center• Manage and dispatch request, issues and complaints• Public (Phone call, website, Text Message, Email)• Follow-up on requests, issues, complaints, Expose knowledge based articles (Q&A, Services, Instructions,…) to
the web
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Integrating Dynamics CRM and SharePoint Summarized
Dynamics CRM2013
SharePoint
Document Management
Documents stored in CRM database and linked to record. No document lifecycle management. Limited collaboration capability.
Full document lifecycle management and document versioning. Full collaboration capability.
Limited to fields/entities « enabled » for search. Search only CRM information. No content search on documents.
Powerful search through metadata and document full-text content.
Forms exposed through Web and mobile interfaces. No website development capability.
Website and web-based portals (intranets and extranets) development. Simple plug to play web parts.
Search Capability Web Interface
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How To Integrate Dynamics CRM and SharePoint
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How to Integrate CRM and SharePoint
• OOTB Integration (Document Management)
• Web Services
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Document Life Cycle
Controlling the life cycle of
documents: how they are
created, reviewed, published,
and disposed or archived
CRM Entities• OOTB entities (Account, Lead, Product,…)
• Any customs entities
• Store and manage documents in the context of a Microsoft Dynamics CRM record (link to the record GUID)
• System creates a « Documents » link on the navigation panel of the entity
SharePoint Document Management capabilities • Create, upload, view, and delete documents
• Checking document in/out
• Viewing version History
• Changing document properties
.
OOTB Integration / Document Management
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OOTB Integration / Document Management
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OOTB Integration / Document Management
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Integration with Web Services
• Custom Web Services• Separate CRM from
SharePoint• Allow integrations with
other LOB applications• Industry best practices
• SharePoint BCS• Limited capability• Result in custom web
services
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Integration with Web Services – Deep Dive
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Why Integrate With SharePoint
• Authentication
• Security Trimming
• Content / Page Structure
• Store documents and photos
• SharePoint Timer Jobs
• Deployment Units (Solutions and Features)
• Branding
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Integrating Dynamics CRM and SharePoint – RECA Demo
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Summary of Services
Brokerage Management
Licensing
Education
Trust
User Management
Finance
general application
management
• Add / update general user information
• Take courses and exams
• Apply for, upgrade and cancel licenses
• Management of Trust Accounts
• General payment services
• Management activities around the brokerage entity
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Real Estate Council of Alberta (RECA)
DEMO
Integrating Dynamics CRM and SharePoint
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Sierra’s xRM Portal Accelerator
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Sierra’s xRM Portal Accelerator
What Does It Provide?
Website for public users• Subscription Management
Functional Portal for Members• Profile Updates & Self-service• Online Address Validation• Submit Requests• Application Submission
Robust, Adaptable Back-end• Business Process & Workflow• Reporting & Dashboards• Activity & Communication Tracking
Enterprise Content Management• SharePoint Document Management• External Document Processing
Jump-start packaged solutions for Case Management, Member Registration, Grant Applications Management, etc. Flexible and customizable to your needs.
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Accelerator Solution Overview
Public websiteMember Portal
Integration APIs
xRM Management Platform
Auth
entic
ation
Secu
rityMembers
Public
Internal Staff
LOB Apps
Payment processing system
Address validation service
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CloudOn-Premises Hybrid
01 02 03
Flexible deployment options
On-PremisesDeploy the accelerator to your on-premises infrastructure.• Regulatory requirements• Many organizations have
existing on-premises investments in Dynamics CRM and/or SharePoint
HybridCombine on-premises components and cloud components. For example:• Dynamics CRM on-premises for
data residency requirements• SharePoint on-premises for
documents• Azure public websites,
Integration API hosting in the cloud – no data
CloudTake advantage of the flexibility, on-demand scalability and cost savings of Microsoft Cloud. • Dynamics CRM Online• Office 365 SharePoint Online• Azure services for
authentication, integration API hosting and public website
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Solution Architecture Deep Dive
SharePointPresentation LayerPortal/DMLync/Exchange
Dynamics CRMxRM Framework & DesignBusiness RulesData / Transactions
AzureAzure Directory ServicesAzure Integration ServicesAzure Web Sites
SharePoint SCMS/Azure/Private Azure Dynamics CRM
Moneris CanadaPost Other LOB Apps
Members
Public Users
Applicants
Communications
Administration Legal
Education Investigations
FinanceRegistration
IS Insurance
…
Stakeholders
AcceleratorsCase Management | Grants Management | Membership Management | Stakeholder Engagement
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Solution Benefits and Features
Public websiteMembers of the public can register and sign up for services
Self-service Members PortalRegistered members sign in to Update Profile, Submit requests, inquiries, complaints, Submit Applications, etc.
xRM Management PlatformInternal operational staff processes, manages, and tracks members, cases – requests, inquiries, complaints, applications.
• Modern web presence• Public discovery of available services• Quick sign up & registration process
• Self-service anytime access, reduced call volume
• Secure access• View status and communicate with
staff
• Member contact, case and application management
• Business Process Automation & Workflows
• Dashboards, insights and analytics
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Business Benefits
Reduced Development & Operating Costs
Tight Integration with Microsoft Desktop Application
Maximizing Investment in Software Licences and Support
Build vs Buy vs User Adoption
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SNEAK PEEK
Sierra’s xRM Portal Accelerator
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Office 365 sign-in page
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Create Profile
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Create Profile – T&C and Opt-in
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Manage Profile
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My Cases – Hover over ID
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My Cases – Add a Comment
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Why Integrate Dynamics CRM and SharePoint – The Review
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Why Integrate Dynamics CRM and SharePoint
Integrated Experience
• Role-based security via configuration
• Single sign-on (SSO)
• Document management and online office documents
• Complementary technologies, familiar look and feel
• Leverage existing Microsoft software licenses
• Web based portal
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Lessons Learned
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• Integrations are never as simple as sold:
• Data integrations with external systems
• Single Sign on between SharePoint and external systems
• SharePoint logout not straight forward when ADFS is used
• Display content from multiple external systems on the same SharePoint page
• Session storage
• File upload and download to and from CRM
• Creating and following a clean deployment process.
Lessons Learned
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Thanks To The Sponsors!
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Sponsors
SharePoint Evolution Presents
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Questions and Next [email protected] | Director, SharePoint & Office 365 Practice [email protected] | Principal, Solutions Architect, SharePoint Practice