www.it-ebooks.info Microsoft Dynamics CRM 4 Integration UNLEASHED 800 East 96th Street, Indianapolis, Indiana 46240 USA Marc J. Wolenik Rajya Vardhan Bhaiya www.it-ebooks.info Microsoft Dynamics CRM 4 Integration Unleashed Copyright © 2010 by Pearson Education, Inc. All rights reserved. No part of this book shall be reproduced, stored in a retrieval system, or transmitted by any means, electronic, mechanical, photocopying, recording, or otherwise, without written permission from the publisher. No patent liability is assumed with respect to the use of the information contained herein. Although every precaution has been taken in the preparation of this book, the publisher and author assume no responsibility for errors or omissions. Nor is any liability assumed for damages resulting from the use of the information contained herein. ISBN-13: 978-0-672-33054-4 ISBN-10: 0-672-33054-7 Library of Congress Cataloging-in-Publication Data Wolenik, Marc J. Microsoft Dynamics CRM 4 integration unleashed / Marc J. Wolenik, Rajya Vardhan Bhaiya. p. cm. Includes index. ISBN-13: 978-0-672-33054-4 (pbk.) ISBN-10: 0-672-33054-7 1. Customer relations—Management—Computer programs. 2. Management information systems. I. Bhaiya, Rajya Vardhan. II. Title. HF5415.5.W634 2010 658.8’12028553—dc22 2009030419 Printed in the United States of America First Printing, October 2009 Trademarks All terms mentioned in this book that are known to be trademarks or service marks have been appropriately capitalized. Sams Publishing cannot attest to the accuracy of this information. Use of a term in this book should not be regarded as affecting the validity of any trademark or service mark. Warning and Disclaimer Every effort has been made to make this book as complete and as accurate as possi- ble, but no warranty or fitness is implied. The information provided is on an “as is” basis. The authors and the publisher shall have neither liability nor responsibility to any person or entity with respect to any loss or damages arising from the information contained in this book. Bulk Sales Sams Publishing offers excellent discounts on this book when ordered in quantity for bulk purchases or special sales. For more information, please contact U.S. Corporate and Government Sales 1-800-382-3419 corpsales@pearsontechgroup.com For sales outside of the U.S., please contact International Sales international@pearson.com Associate Publisher Greg Wiegand Senior Acquisitions Editor Loretta Yates Development Editor Kevin Howard Technical Editor Barry Givens Managing Editor Patrick Kanouse Full-Service Production Manager Julie B. Nahil Copy Editor Keith Cline Indexer Cheryl Lenser Proofreader San Dee Phillips Publishing Coordinator Jennifer Gallant Cover Designer Gary Adair Compositor Jake McFarland Graphics Tammy Graham www.it-ebooks.info Contents at a Glance Introduction 1 1 Extending Microsoft Dynamics CRM Explained 5 2 Infrastructure Design Considerations 19 3 Extending Microsoft Dynamics CRM 4.0 75 4 Silverlight 97 5 SharePoint Integration 113 6 Business Intelligence 173 7 Digital Phone Integration 201 8 Master Data Management (MDM) 221 9 Social Network Integration 225 10 Mapping Technologies 235 11 Microsoft Dynamics CRM 4.0 Accelerators* 265 12 Monitoring Dynamics CRM Using System Center Operations Manager 333 13 Integrating with Visual Studio Team System (VSTS) 345 14 BizTalk Server Integration 405 15 Azure Web Service Integration 435 16 Scribe Integration 451 17 Scribe Integration Components 473 18 The Role of Templates in the Scribe Solution 507 19 Direction of Microsoft Dynamics CRM 541 20 Other Integration Tools 545 A Locale ID (LCID) 553 Index 557 www.it-ebooks.info Table of Contents Introduction 1 1 Extending Microsoft Dynamics CRM Explained 5 Platforms 5 SDK Explanation 6 Extending via the Platform (xRM) 6 Extending CRM Methods 7 Metadata 10 Layer Access 13 Summary 16 2 Infrastructure Design Considerations 19 Hardware Requirements 20 .NET Framework 21 Deployment Scenarios 23 Small Business Deployment 24 Small Server Deployment 25 Medium Server Deployment 27 Large Server Deployment 29 Authentication 31 What Is Delegation? 32 NTLM Authentication 32 Authentication to Back-End Servers with NTLM 33 Hybrid Authentication 34 Kerberos Authentication 34 SQL Server Reporting Services Integration 45 Install the Reporting Server on the Same Server as the Microsoft Dynamics CRM Server 46 Install the Reporting Server on the Same Server as the Microsoft SQL Server 51 Install the Reporting Server on a Standalone Server 56 Reporting Services Connector 61 Office Communication Server Setup 62 Outlook Infrastructure Optimization 66 Windows SharePoint Integration 69 Windows SharePoint Services v3 70 Install Windows SharePoint Services 70 www.it-ebooks.info Microsoft Office SharePoint Server 2007 71 Configure 2007 Office SharePoint Server Services 73 Install and Configure Excel Calculation Services 74 Summary 74 3 Extending Microsoft Dynamics CRM 4.0 75 Limitations and Licensing Considerations 76 External Connector License 78 Connection Options 79 Customization Options by CRM Version 80 Customizing Navigation 80 Form Events 84 IFrames 85 Examples 89 Example One: Formatting the Phone Number 89 Example Two: Validating Data Across the CRM Application 92 Example Three: Extending a Form for IFrame Integration 95 Summary 96 4 Silverlight 97 Introduction 97 Tools and Resources 100 Development Tools 101 Design and Content-Creation Tools 101 Deep Zoom Composer 101 Kaxaml 102 Developing a Basic Silverlight Application 102 Deploying Silverlight Using IFrames 106 Notes Entity 106 Dashboards 109 Summary 111 5 SharePoint Integration 113 Introduction 113 Microsoft SharePoint Versions 116 Collaboration 116 Enterprise Search 118 Forms-Driven Business Processes 118 Business Intelligence 120 Using Microsoft Dynamics CRM with Microsoft SharePoint 121 IFrame Integration Using Static and Dynamic Data from SharePoint 121 Contents v www.it-ebooks.info Using Microsoft SharePoint with Microsoft Dynamics CRM Functions 125 Displaying Data in SharePoint Using the List Web Part for Microsoft Dynamics CRM 4.0 126 Displaying Data Using BDC in Microsoft Office SharePoint Server 128 Content Searching with Microsoft Office SharePoint Server 148 CRM Accelerators Inside SharePoint 159 Custom SharePoint Development 159 Store Attachments in SharePoint Using a Custom Solution 163 Licensing for SharePoint 170 Summary 171 6 Business Intelligence 173 Seeing the Big Picture 173 What Is BI? 174 The Secret Sauce in Your CRM Success 175 Implementation Guidelines 175 Embedded BI 177 Caution: BI Is Not CRM 177 Microsoft Business Intelligence Roadmap 177 Microsoft BI Tool Stack: In Pictures 179 Going Forward: Predictive Analytics 182 Demo Clickthrough 183 Cube Building 183 Create an Analysis Services Project 183 Create a Data Source 184 Create a Data Source View 184 Create Dimensions: DimAccount 187 Create Relationships 189 Create Dimensions: DimIncident 190 Create Dimensions: DimOpportunity 191 Create Relationships 192 Create a Cube 193 Set Data Types 194 Create Calculations 194 Creating a New Mining Structure 194 Building a Dashboard 195 Create a Scorecard 197 Create a Report 198 Creating a Dashboard 198 Summary 200 Microsoft Dynamics CRM 4 Integration Unleashed vi www.it-ebooks.info 7 Digital Phone Integration 201 TAPI Architecture Defined 202 Telephony Manufacturers/Third-Party Solutions (SIP-Based Solutions) 203 Microsoft Office Communication Server (OCS) R2 Agent Communications Panel for Microsoft Dynamics CRM 4.0 203 Cisco Unified CallConnector for Microsoft Dynamics CRM 207 c360 CTI for Microsoft CRM 215 Logging Call Actions 219 Summary 219 8 Master Data Management (MDM) 221 What Is MDM? 221 Why MDM Is Important 222 MDM Tools 224 Summary 224 9 Social Network Integration 225 LinkedIn 226 Facebook 227 Twitter 232 Summary 233 10 Mapping Technologies 235 Microsoft Live Search Maps 236 MapPoint Integration 241 MapPoint 2009 241 MapPoint Web Services 250 Google Maps Integration 258 Summary 262 11 Microsoft Dynamics CRM 4.0 Accelerators 265 CRM Accelerators 267 Microsoft Dynamics CRM Online and the Accelerators 267 Analytics Accelerator 269 Prerequisites and Modifications 270 Analytics Accelerator Installation 270 eService Accelerator 279 Prerequisites and Modifications 279 eService Accelerator Installation 281 Event Management Accelerator 298 Prerequisites and Modifications 300 Event Management Installation 301 Contents vii www.it-ebooks.info Extended Sales Forecasting Accelerator 315 Prerequisites and Modifications 316 Extended Sales Forecasting Accelerator Installation 317 Newsfeed Business Productivity Accelerator 323 Installing the Newsfeed Business Productivity Accelerator 324 Notifications Accelerator 326 Installing the Notifications Accelerator 328 Using the Notifications Accelerator 329 Summary 330 12 Monitoring Dynamics CRM Using System Center Operations Manager 333 SCOM Overview 333 Management Packs 334 MOM Versus SCOM 334 Service-Oriented Monitoring 336 Self-Tuning Thresholds 336 Client Monitoring 336 Microsoft Dynamics CRM Architecture 337 Client Tier 337 Application Tier 338 Data Tier 338 Installing the Microsoft Dynamics CRM 4.0 Management Pack 340 Installation of the Management Pack 341 Summary 343 13 Integrating with Visual Studio Team System (VSTS) 345 Required Environment 347 Visual Studio Team System 348 VSTS and Microsoft Dynamics CRM Integration 348 Microsoft Dynamics CRM Customizations 349 Integration Code 350 Deployment 390 Walkthrough 399 Summary 404 14 BizTalk Server Integration 405 BizTalk Versions, Licensing, and Requirements 406 Architecture 407 Adapters 408 Connectors 409 Message Queuing 409 Microsoft Dynamics CRM 4 Integration Unleashed viii www.it-ebooks.info Integration with Microsoft Dynamics CRM and GP 10 Example 410 Schema Mappings Between CRM and GP 413 Web Service Creation and SOAP Adapter Configuration 421 eConnect Configuration 424 Configuring the Send Adapter 426 CRM Plug-In Creation 428 Results 432 Summary 434 15 Azure Web Service Integration 435 What Is Azure? 435 Windows Azure 436 Microsoft SQL Azure Database 436 Microsoft .NET Services 437 Live Services 437 Microsoft SharePoint Services and Dynamics CRM Services 438 Architecting Services for Windows Azure 438 Possibilities with Azure and CRM 439 Example for Companies with Distributed Machinery 439 Real Estate Industry Uses 440 Sample Application 440 Developing the Application 440 Testing the Application 445 Deploying the Application 446 Viewing the Analysis of the Application 448 Deploying Azure Using IFrames 449 Summary 450 16 Scribe Integration 451 Introduction 451 Integration Options 452 Data Replication 456 Data Synchronization 458 Process Integration 459 Scribe Toolset Explained 459 Change Capture and Event Automation 460 Support for Varying Latency 460 Conflict Detection and Resolution 461 Maintaining Relational Integrity 461 Duplicate Detection and Resolution 461 Data Mapping and Transformation 461 State Management 462 Contents ix www.it-ebooks.info [...]... ERP to Microsoft Dynamics CRM 519 Microsoft Dynamics GP to Microsoft Dynamics CRM .528 Microsoft Dynamics NAV to Microsoft Dynamics CRM 536 Summary . 540 www.it-ebooks.info Contents 19 Direction of Microsoft Dynamics CRM xi 541 CRM v.Next 541 Platform, Platform, Platform 543 Microsoft CRM Statement of Direction 543 Summary . 544 20 Other Integration. .. 47 5 Scribe Workbench 47 5 Data-Migration Example 48 0 Data Integration (Synchronization) 48 5 Scribe Console 48 5 MSMQ-Driven Integration Processes .48 9 Data -Integration Example 49 0 Process Integration 49 2 Bounce-Back .49 2 Monitors 49 3 Data Views 49 4 Scribe Application Publishers, Query Publishers, and Bridges 49 4...x Microsoft Dynamics CRM 4 Integration Unleashed Security and Record Ownership 46 2 Diagnostics, Monitoring, and Remediation 46 2 Scribe Insight Architecture 46 2 The Scribe Server 46 5 The Scribe Workbench .46 5 The Scribe Console 46 7 Scribe Adapters 46 8 Scribe Templates 47 0 Summary .47 2 17 Scribe Integration Components 47 3... development platform is Microsoft Dynamics CRM and the programming methods described in this book Extending CRM Methods When extending Microsoft Dynamics CRM, there are typically two main approaches: Customizing or extending Microsoft Dynamics CRM with the native Microsoft Dynamics CRM tools Modifications via code (plug-ins and custom workflow activities) Using the native Microsoft Dynamics CRM tools is largely... in the database), and integrations 16 CHAPTER 1 Extending Microsoft Dynamics CRM Explained The CrmDiscoveryService is located at Active Directory: http:///mscrmservices/2007/ad/ crmdiscoveryservice.asmx CRM Online: https:// .crm .dynamics. com/MSCRMServices/ 2007/Passport/ CrmDiscoveryService.asmx CrmService When extending Microsoft Dynamics CRM programmatically,... with Microsoft Dynamics CRM Companies that create solutions for Microsoft Dynamics CRM have a dedicated and trained development staff that focuses primarily on either add-on or integrated solutions for Microsoft Dynamics CRM to extend functionality Alternatively, they can be ISVs, which create specific applications that interact with Microsoft Dynamics CRM www.it-ebooks.info 8 CHAPTER 1 Extending Microsoft. .. SharePoint dashboard or an external website with Microsoft Dynamics CRM data (such as customer or case management information) When Microsoft Dynamics CRM needs to interact within the platform (for example, directly with other Microsoft Dynamics CRM data), a plug-in would be used Plug-ins are compiled NET assemblies that subscribe to Microsoft Dynamics CRM events and run when the event occurs They allow... extending Microsoft Dynamics CRM, the approaches above may be used jointly or independently Dedicated software companies (independent software vendors [ISVs]) have typically established their own dedicated toolkits to work with Microsoft Dynamics CRM, whereas NET programmers or companies with a Microsoft Dynamics CRM deployment might not need a standardized methodology for working on a Microsoft Dynamics CRM. .. schedule truly indicates what CRM means to Microsoft and highlights its commitment to making it a robust and easy-to-extend application www.it-ebooks.info This page intentionally left blank www.it-ebooks.info CHAPTER 1 Extending Microsoft Dynamics CRM Explained When we consider what extending Microsoft Dynamics CRM means, it is important to understand what Microsoft Dynamics CRM is and how it is configured... Plug-ins Client-side programming Programming against the Microsoft Dynamics CRM web service allows users to interact with CRM and enforce CRM business rules, information, and security roles This level of interaction is usually the result of external (that is, not Microsoft Dynamics CRM) data needing to perform some action with the Microsoft Dynamics CRM data Common examples of this include synchronization . ERP to Microsoft Dynamics CRM 519 Microsoft Dynamics GP to Microsoft Dynamics CRM 528 Microsoft Dynamics NAV to Microsoft Dynamics CRM 536 Summary 540 Microsoft Dynamics CRM 4 Integration Unleashed x www.it-ebooks.info 19. Microsoft Dynamics CRM 541 CRM v.Next 541 Platform, Platform, Platform 543 Microsoft CRM Statement of Direction 543 Summary 544 20 Other Integration Tools 545 Microsoft CRM to GP Connector 545 Other. System 348 VSTS and Microsoft Dynamics CRM Integration 348 Microsoft Dynamics CRM Customizations 349 Integration Code 350 Deployment 390 Walkthrough 399 Summary 40 4 14 BizTalk Server Integration 40 5 BizTalk