Developing Business Solutions with Microsoft Dynamics CRM V3.0 Arash Ghanaie-Sichanie Program...

Developing Business Solutions Developing Business Solutions with Microsoft Dynamics CRM with Microsoft Dynamics CRM V3.0V3.0

Arash Ghanaie-SichanieArash Ghanaie-SichanieProgram ManagerProgram Manager

OFF325 OFF325 Microsoft CorporationMicrosoft Corporation

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AgendaAgendaMicrosoft CRM V3.0 overview Microsoft CRM V3.0 overview

Architecture and Extensibility overviewArchitecture and Extensibility overview

Price proposal management business Price proposal management business scenariosscenarios

Solution architecture walkthrough Solution architecture walkthrough Customization and schema generationCustomization and schema generation

Form event programming and object modelForm event programming and object model

Web Services and Object ModelWeb Services and Object Model

.NET assembly code extensions (Callouts & .NET assembly code extensions (Callouts & Workflow)Workflow)

Office integration Office integration

Solution Demo Solution Demo

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Microsoft CRM | Microsoft CRM | Strategy in a Strategy in a NutshellNutshell

Focus on Focus on Office/OutlookOffice/Outlook as the design center for as the design center for

CRMCRM

Focus on Focus on reducing time and costreducing time and cost in CRM in CRM

deploymentsdeployments

Focus on a Focus on a partner-based modelpartner-based model for premise & for premise &

hostedhosted

Scale from Scale from small businesses to enterprise small businesses to enterprise

departmentsdepartments

“Microsoft Office for Sales People”

“Microsoft Office for Marketers”

“Microsoft Office for Customer Service”

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ISV & Partner ISV & Partner OpportunitiesOpportunities

MSCRM

ConfigureConfigure

MSCRM

IntegrateIntegrate

MSCRM

ExtendExtend

MSCRM

CustomizeCustomize EmbedEmbed

MSCRM

PersonalizePersonalize

1 3

2 4

App Shell

Personalize

Visual Studio

App Explorer

BizTalk?

Mapper

App Shell

Configure

On

End User Business ManagerVAR

VARISV

Large DevTeams

ITVAR

VARISV

Visual Studio

App Explorer

MSCRM

User Changes layout of

Sales Order Screen

User Changes layout of

Sales Order Screen

VAR disables pick-list process

VAR disables pick-list process

VAR adds

“Export TAX”

field to Sales Order

VAR adds

“Export TAX”

field to Sales Order

ISV adds demand planning module

ISV adds demand planning module

OEM builds

Autoparts product

and reuses Sales Order

OEM builds

Autoparts product

and reuses Sales Order

VAR integrates Sales Order with

legacy EDI

system

VAR integrates Sales Order with

legacy EDI

system

Examples

App Shell

Biz MgrSales Group

Condition……<action>

5Microsoft CRM

Extensibility Model

Data Access ComponentsQueryPlans

O/RQuery

Builder / QP

CRM Business Logic

Users

ReportingSRS

Data Access Platform (ADO.NET)

Data

Web Services (WSDL, WS-I, BP v1.1)

Server Machine

Metadata

Business Entity Components

Pre-Callout.NET assembly

Post-Callout.NET assembly

Customization Tools

CRM Forms

ISV Script

Filtered Views

Se

curity

ISV Business Logic

UI Customization

ISV Customization

Customization Tools

Web Service Client

ISV Code

Plug

-in code

.NE

T A

ssembly

Workflo

w S

ervices

Remote Servers

Exte

nsib

ility

Exte

nsib

ility

Mod

el

Mod

el

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Proposal ManagementProposal ManagementBusiness scenarioBusiness scenario

Update the Update the Proposal DataProposal Data

Proposal Proposal RequestRequest

Assign to Assign to Sales RepSales Rep

Generate a Generate a CRM QuoteCRM Quote

View/Edit View/Edit ProposalsProposals

Send To Send To CustomerCustomer

Notify VendorNotify Vendor

CustomerCustomer

KevinKevinSales ManagerSales Manager

Nancy Nancy Sales RepSales Rep

Nancy Nancy Sales RepSales Rep

VendorVendor

CustomerCustomer

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Solution ArchitectureSolution Architecture

Microsoft Microsoft CRMCRM

SharePoint SharePoint SiteSite

1. Proposal1. ProposalRequestRequest

2. Request2. Request

7. Notification7. Notification

5. Word 5. Word DocumentDocument

6. Customer & 6. Customer & Quote dataQuote data

4. Assignment 4. Assignment NotificationNotification

Credit Credit reportreport

Web Service Web Service 3. Credit Report 3. Credit Report

RequestRequest

CustomerCustomer

VendorVendor

Sales RepSales RepSales ManagerSales Manager

8. Email 8. Email NotificationNotification

9. Price 9. Price ProposalProposal

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Business RulesBusiness Rules

Manager review and auditingManager review and auditing: : If a given Quote discount has changed If a given Quote discount has changed

more than $1000, notify the staff more than $1000, notify the staff manager with the details of the Quotemanager with the details of the Quote

Notify Vendors:Notify Vendors: Email Vendors who their products are Email Vendors who their products are

listed in submitted price proposalslisted in submitted price proposals

Regular Credit checkRegular Credit check: : Accounts that are regularly viewed Accounts that are regularly viewed

should have up-to-date credit scores.should have up-to-date credit scores.

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Business Personas Business Personas RequirementsRequirements

Application preferenceApplication preference: : Sales reps use Office Word to work Sales reps use Office Word to work

with.with.

User ProductivityUser Productivity: : Avoid context switching to Avoid context switching to

increase productivity.increase productivity.

Decision SupportDecision Support: : Provide context (customer details, Provide context (customer details,

past activities, opportunities and past activities, opportunities and cases) in order to support decision cases) in order to support decision makingmaking

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Tools & TechnologiesTools & TechnologiesMicrosoft CRM V3.0Microsoft CRM V3.0

Web services (SDK)Web services (SDK)Managed Custom code plug in (Pre & Post Managed Custom code plug in (Pre & Post Callouts)Callouts)Managed Workflow code plug inManaged Workflow code plug inData Schema customization Data Schema customization UI customization UI customization Form client side scriptingForm client side scripting

.NET V2.0.NET V2.0Visual Studio 2005 – Beta 2Visual Studio 2005 – Beta 2Visual Studio Tools for the Office Visual Studio Tools for the Office System - Beta 2System - Beta 2SharePoint web partsSharePoint web parts

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Add new business entities and Add new business entities and attributes attributes

New New MessageMessage Business Entity Business Entity

New New VendorVendor Business Entity Business Entity

New attributes on Account Business New attributes on Account Business Entity for Credit informationEntity for Credit information

Form scripts for web Service calls to Form scripts for web Service calls to Credit report company Credit report company

Customize FormsCustomize Forms

1) Customize Schema and 1) Customize Schema and FormsForms CRM Customization toolsCRM Customization tools

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CRM Application quick tourCRM Application quick tourCRM Customization Tools CRM Customization Tools Form ScriptingForm Scripting

Arash Ghanaie-SichanieArash Ghanaie-SichanieProgram ManagerProgram ManagerMicrosoft Business Solutions CRMMicrosoft Business Solutions CRM

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2) Setup Development 2) Setup Development EnvironmentEnvironment CRM Web Services WSDLCRM Web Services WSDL

Generate WSDL from Generate WSDL from customizationcustomization

Reference CRM Web services in Reference CRM Web services in Visual Studio .NET Visual Studio .NET

Setup Web service proxiesSetup Web service proxies

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Microsoft CRM Web Microsoft CRM Web ServicesServicesWSI, BP v1.1, WSDL, Single WSI, BP v1.1, WSDL, Single

Endpoint Endpoint

Strongly typed Business Strongly typed Business EntitiesEntities

CRM Web ServiceCRM Web ServiceAccess to all the Business Access to all the Business Entities data (including custom Entities data (including custom entities and properties)entities and properties)

Execute Business Operations Execute Business Operations (business logic and specialized (business logic and specialized operations)operations)

Metadata Web ServiceMetadata Web ServiceAccess to CRM MetadataAccess to CRM Metadata

CrmService

SoapHttpClientProtocolClass

Properties

CallerIdValue

Url

UseDefaultCredentials

Methods

Create

Delete

ExecuteFetch

Retrieve

RetrieveMultiple

Update

MetadataService

SoapHttpClientProtocolClass

Properties

UrlUseDefaultCredentials

Methods

GetTimestampRetrieveAttributeMetadataRetrieveEntityMetadataRetrieveMetadata

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3) Integrate with Office 3) Integrate with Office WordWord Data Binding with CRM schemaData Binding with CRM schema

Extract CRM type schemas from Extract CRM type schemas from WSDL and add them to the projectWSDL and add them to the project

Add XMLNodes to the documentAdd XMLNodes to the document

Bind CRM data to Word XML nodesBind CRM data to Word XML nodes

Bind XML Nodes to CRM dataBind XML Nodes to CRM data

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Business Entity and data Business Entity and data ModelModel

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Build CRM Task Build CRM Task panepaneBringing CRM data Bringing CRM data

and business logic and business logic into Wordinto Word

Develop an Office Develop an Office Action Pane to Action Pane to manage CRM datamanage CRM data

Bind CRM data to Bind CRM data to Action Pane elementsAction Pane elementsRetrieve Customer Retrieve Customer Context Context (credit score, (credit score, contact details, previous contact details, previous history)history)

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Querying data from CRMQuerying data from CRM

Use CRM Web services to Query dataUse CRM Web services to Query data

Build complex QueriesBuild complex Queries

Get CRM data into a Sharepoint siteGet CRM data into a Sharepoint site

Add requests to CRM from SharepointAdd requests to CRM from Sharepoint

Get Quotes owned by a user Get Quotes owned by a user

Get Quote productsGet Quote products

Get related data (customer, current Get related data (customer, current and past cases, etc).and past cases, etc).

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Ways to query CRM Ways to query CRM datadataQueryExpressionQueryExpression

Return values are strongly typedReturn values are strongly typedWrite your query using the QueryExpression object modelWrite your query using the QueryExpression object modelBusiness Entity centric: can only return values from one Business Entity centric: can only return values from one business entitybusiness entitySupports joinsSupports joinsSerialize/DeSerialize into/from FetchXMLSerialize/DeSerialize into/from FetchXML

FetchXMLFetchXMLReturn values are not strongly typedReturn values are not strongly typedWrite your Query in XML formatWrite your Query in XML formatBusiness Entity Agnostic: i.e. can return data from multiple Business Entity Agnostic: i.e. can return data from multiple business entitiesbusiness entitiesSave in the CRM databaseSave in the CRM databaseSupports joinsSupports joinsUse Advanced Find UI to build themUse Advanced Find UI to build themSerialize/DeSerialize into/from QueryExpressionSerialize/DeSerialize into/from QueryExpression

Secured/Filtered viewsSecured/Filtered viewsReturn values are not strongly typedReturn values are not strongly typedUse SQL to write queries against filtered views Use SQL to write queries against filtered views

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Strong type Strong type Queries Queries QueryExpressionQueryExpressionClass based Class based

QueriesQueries

Strong type Strong type return valuesreturn values

Serialize into Serialize into and and Deserialize Deserialize from from FetchXMLFetchXML

Helper Helper classesclasses

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CRM Web ServicesCRM Web ServicesCRM Data BindingCRM Data BindingBuild CRM Task PaneBuild CRM Task PaneExecute Data QueriesExecute Data Queries


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Executing Business Logic in Executing Business Logic in CRMCRMExecute business logic operation (specialized Execute business logic operation (specialized

operations)operations)

Message Class Hierarchy Message Class Hierarchy

Operation/Process centric Operation/Process centric

Step 1Step 1: : instantiate ainstantiate a Request Request Message (classes Message (classes Postfixed with “Request” keyword)Postfixed with “Request” keyword)Step 2Step 2: Execute: Execute -- -- Response Execute (Request request)Response Execute (Request request)

Step 3Step 3: : Consume returnedConsume returned Response Response Message Message (classes are Postfixed with “Response” keyword)(classes are Postfixed with “Response” keyword)

SDK client

CRM Server

CRM Web Service

Execute Request

Request Message

Execute Response

Response Message

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Publish updates to CRMPublish updates to CRM

Use CRM Web services to update the Use CRM Web services to update the serverserver

Add CRM events to Word XMLNodesAdd CRM events to Word XMLNodes

Implement CRM business logic in Implement CRM business logic in WordWord

Create notes and attachments in CRMCreate notes and attachments in CRM

Change CRM objects statesChange CRM objects states

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Executing business logic in Executing business logic in CRMCRM


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Pre & Post CalloutsPre & Post Callouts

CRM Application

CRM Tools

CRM SDK

CRM Platform Method

Pre-Callout

Platform Core Operation

Post-Callout

Allows deep integration of custom business logic Allows deep integration of custom business logic into CRM business operations into CRM business operations

Are invoked during Web service callsAre invoked during Web service calls

.NET based with extensions being compiled in .NET based with extensions being compiled in forms of managed assembliesforms of managed assemblies

Events based model allows ISVs to subscribe to Events based model allows ISVs to subscribe to eventsevents

Subscription based on XML configuration fileSubscription based on XML configuration file

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Pre-CalloutPre-CalloutSynchronousSynchronous

Sends Entity and User Sends Entity and User Context as well as the Context as well as the affected Attribute Set to affected Attribute Set to the callout codethe callout code

Allow Continue, Stop, Allow Continue, Stop, AbortAbort

Pre-CalloutComponent

PlatformMethod

Call

EntityContext

UserContext

AttributeSet

ModifiedAttribute

Set

ReturnCode

Custom Error

Message

Events

PreCreate

PreUpdate

PreDelete

PreAssign

PreSetState

PreMerge

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Post-CalloutPost-CalloutSynchronousSynchronous

Can be used with Can be used with Workflow message Workflow message queue as queue as AsynchronousAsynchronous

Event based modelEvent based model

Event Name

PostCreate

PostUpdate

PostDelete

PostAssign

PostSetState

PostMerge

Post-CalloutComponent

PlatformMethod

Call

EntityContext

UserContext

AttributeSet

(Pre-Image)

ReturnCode

AttributeSet

(Post-Image)

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5) Build .NET callout 5) Build .NET callout extension extension Managed .NET assembly to track price Managed .NET assembly to track price

proposals discount changes and send proposals discount changes and send notification messagesnotification messages

Use custom business entity for sending Use custom business entity for sending messages (fabrikam_message)messages (fabrikam_message)

.NET assembly to calculate discount.NET assembly to calculate discount<callout.config version="3.0"><callout.config version="3.0">

<callout entity="<callout entity="quotequote" event="" event="PostUpdatePostUpdate">"><subscription assembly="<subscription assembly="MessagingPlugin.dllMessagingPlugin.dll" "

class="MessagingPlugin.Messages">class="MessagingPlugin.Messages"><prevalue><prevalue>discountpercentagediscountpercentage</prevalue></prevalue><postvalue><postvalue>discountpercentagediscountpercentage</postvalue></postvalue><prevalue><prevalue>totallineitemamounttotallineitemamount</prevalue></prevalue><postvalue><postvalue>totallineitemamounttotallineitemamount</postvalue></postvalue></subscription></subscription>

</callout></callout></callout.config></callout.config>

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Building .NET Assembly Building .NET Assembly ExtensionsExtensions


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6) Build Workflow .NET 6) Build Workflow .NET extensionextension

Send email to Vendors if their product is in Send email to Vendors if their product is in the activated price proposalthe activated price proposal

Asynchronous (Queued)Asynchronous (Queued)

Events: Create, State change, AssignEvents: Create, State change, Assign

use custom business entity use custom business entity (fabrikam_vendor) related to CRM products(fabrikam_vendor) related to CRM products

Managed Assembly

Work flow Rule

ReturnParamters

InputParameters

Work flow Rule

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Extend Workflow rulesExtend Workflow rulesDeploy by copying .NET Assembly into Deploy by copying .NET Assembly into server folderserver folder

Can pass in and return parameters to Can pass in and return parameters to WorkFlow RuleWorkFlow Rule

Can select the managed plug in from Can select the managed plug in from the Workflow managerthe Workflow manager

<method name=“NotifyVendor" <method name=“NotifyVendor" assembly=“WorkFlowAssembly.dll" assembly=“WorkFlowAssembly.dll" typename=“WorkFlowAssembly.NotifyVendor" typename=“WorkFlowAssembly.NotifyVendor" methodname=“DoNotifyVendor">methodname=“DoNotifyVendor">

<parameter name=“quoteid" datatype=“lookup“ <parameter name=“quoteid" datatype=“lookup“ entityname=“quote”/>entityname=“quote”/><parameter name="Caller" datatype="caller"/><parameter name="Caller" datatype="caller"/>

</method></method>

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Building Workflow .NET Building Workflow .NET ExtensionsExtensions


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Putting it altogether Putting it altogether

Customized CRM Schema – Done!Customized CRM Schema – Done!

Added form script for credit check – Added form script for credit check – Done!Done!

Added CRM schema to Word – Done!Added CRM schema to Word – Done!

Built Word integration assembly – Built Word integration assembly – Done! Done!

Built .NET assembly for PostUpdate – Built .NET assembly for PostUpdate – Done!Done!

Built Workflow .NET assembly Built Workflow .NET assembly extension – Doneextension – Done

Lets run the demo!Lets run the demo!

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Putting it altogether!Putting it altogether!


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Key TakeawaysKey TakeawaysMicrosoft CRM V3.0:Microsoft CRM V3.0:

Great opportunity for ISVs/VARsGreat opportunity for ISVs/VARs

Provides a set of Provides a set of rich extensibility rich extensibility and integration featuresand integration features that that enables ISVs to build enables ISVs to build powerful powerful business applicationsbusiness applications

Integrates wellIntegrates well with other with other applications, applications, particularly Office particularly Office SystemSystem, through Web services and , through Web services and XMLXML

Provides a Provides a productive development productive development experienceexperience

Deep integration with with Deep integration with with developer toolsdeveloper tools such as Visual such as Visual Studio .NETStudio .NET

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ReferencesReferences

To find out more:To find out more:

http://www.microsoft.com/businesssolhttp://www.microsoft.com/businesssolutions/crm/default.mspxutions/crm/default.mspx

Q & AQ & A

More Q&A in the Office Track Lounge More Q&A in the Office Track Lounge after this sessionafter this session

Please fill out the evaluations.Please fill out the evaluations.

http://www.microsoft.com/businesssolutions/crm/default.mspx

http://www.microsoft.com/businesssolutions/crm/default.mspx

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