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Dynamics 365 / February 2018
|Operating system||Windows Server 2012 and later|
|Available in||Arabic, Basque, Bulgarian, Catalan, Chinese (Simplified), Chinese (Traditional), Croatian, Czech, Danish, Dutch, English, Estonian, Finnish, French, Galician, German, Greek, Hebrew, Hindi, Hungarian, Italian, Japanese, Kazakh, Korean, Latvian, Lithuanian, Norwegian (Bokmål), Polish, Portuguese (Brazil), Portuguese (Portugal), Romanian, Russian, Serbian (Latin), Slovak, Slovenian, Spanish, Swedish, Thai, Turkish, Ukrainian|
|Type||Customer relationship management|
Microsoft Dynamics CRM is a customer relationship management software package developed by Microsoft. The product focuses mainly on Sales, Marketing, and Service (help desk) sectors, but Microsoft has been marketing Dynamics CRM as a CRM platform and has been encouraging partners to use its proprietary (.NET based) framework to customize it. It is part of the Microsoft Dynamics family of business applications.
Dynamics CRM is a server-client application, which, like Microsoft SharePoint, is primarily an IIS-based web application which also supports extensive web services interfaces. Clients access Dynamics CRM either by using a browser or by a thick client plug-in to Microsoft Outlook. Besides Internet Explorer, the Chrome and Firefox browsers are fully supported since Microsoft Dynamics CRM 2011 Update Rollup 12.
- Workgroup Edition
This edition is only allowed 5 CALs maximum,it is not possible to add more CALs. If more CALs are needed, an upgrade to Professional or Enterprise should be done. Also all the server roles are installed on 1 machine and cannot be separated. You can only create 1 organization in this version and the use of external connectors is not allowed. This version is ideal for small organizations that can use it with the SQL Server Workgroup Edition and on a Windows Small Business Server.
- Professional Edition
The Professional Edition has the same functionality as the Workgroup Edition except there is no limit on the CALs. If the installation profile calls for supporting either multiple organizations or servers, the Enterprise Edition is required.
- Enterprise Edition
Has the same functionality as the Professional Edition but without limits. This version is to be used when multiple divisions should be accessing CRM from one platform.
- Service Provider Edition
This edition is actually an Enterprise Edition that is configured to accept Internal user requests from AD and external user requests through IFD (Internet Facing Deployment). This version is mostly implemented by Microsoft Partners that offer Hosted CRM functionality, when letting external users connect to this CRM version through the Internet.
Microsoft Dynamics CRM offers two types of licenses: Server license and Client Access License (CAL). Each deployment should have at least one server license and one CAL. CAL is also known as a user license.
There are two types of Client CAL:
- Named User CAL: This is tied with the user name i.e. the user can access MSCRM from any computer.
- Device CAL: This is tied with the Device (i.e., CRM can be accessed from only one device). This model is useful in environments such as Call Centers.
Read Only Licenses
New in Microsoft Dynamics CRM 4.0 are readonly licenses. Users that do not have to have write permissions can be assigned Read Only licenses. These licenses are cheaper because they do not allow any write operations on the records. If later a user should be able to perform a write operation, a step-up license can be bought to upgrade the Read-Only license to a Full Client Access License.
Full Use Licenses
Full Use Licenses are licenses where the client (user / device) has read, write and update permissions.
External Connector Licenses
Whenever an application (windows or web) reads or writes data from/in Microsoft Dynamics CRM, an external connector license is required. External Connector licenses are only valid when bought for a Professional or Enterprise edition. It is not allowed to use them with a Workgroup Edition.
These also come in three forms:
- External Connector: Is a combination of the Limited External Connector (that provides Read Only functionality) and the Full Use Additive External Connector (that provides Write Only functionality)
- Limited External Connector: Provides Read Only functionality for the external application. This license can be upgraded to an 'External Connector License' when the Full Use Additive External Connector is bought.
- Full Use Additive External Connector: Provides the Write functionality to a "Limited External Connector" license.
Dynamics CRM version 4.0 adds a number of new features, including support for duplicate data detection and other enhancements. Perhaps most importantly, CRM 4.0 provides true multi-tenancy, which will allow the creation of multiple organizations on a single server. CRM 4.0 was released with the following improvements:
Microsoft publishes updates for Microsoft Dynamics CRM (called Rollups) every two months. At the time of writing, CRM 4.0 Rollup 21 is available. For CRM 2011, rollup 18 is available. For CRM 2013, rollup 3 is available which was introduced after an SP1 releases.
In order to maximize the integration with other products and to enable basic templating, Microsoft released the Accelerators, a set of basic vertical solution templates that can be used to extend Microsoft Dynamics CRM in a few directions. These accelerators could be downloaded (for free) from the CodePlex website and adapted by the organization itself. This was eventually retired February 28, 2013.
Microsoft Dynamics CRM 2011 is available as a cloud offering or an on-premises installation by a partner/customer. As in CRM 4 these versions can be highly customized using advanced extensions. New feature set includes - Visualizations, Dashboards, Document Management, Grid Filters, Dialogs, Recurring Appointments, Custom Activities, Goal Management, Fetch based Reports, MAPI based Outlook clients, FLS, etc.
The Microsoft Dynamics CRM 2011 RTW/RTM is available since January and mid February 2011 respectively. 41 languages are supported.
Microsoft Dynamics CRM 2013 is available as a cloud offering, on-premises or a hybrid of cloud and on-premises installation by a partner/Customer.
On Sept. 16, 2014, Microsoft announced that Microsoft Dynamics CRM 2015, as well as updates to its Microsoft Dynamics CRM Online and Microsoft Dynamics Marketing services, will be generally available in the fourth quarter of 2014. Microsoft also released a preview guide with details.
On Nov 30, 2014 Microsoft announced the general availability of Microsoft Dynamics CRM 2015 and the 2015 Update of Microsoft Dynamics Marketing.
On Jan 6, 2015, Microsoft announced the availability of a CRM Cloud service specifically for US Government that is designed for FedRAMP compliance.
Microsoft Dynamics CRM 2016 was officially released on November 30, 2015. In the official press release Microsoft calls this "The most comprehensive upgrade ever for Dynamics CRM" and says it "includes advancements in intelligence, mobility and service, with significant productivity enhancements". In June 2016 was developed a special application which sends scanned info from business cards into MS Dynamics CRM named Business Card Reader for MS Dynamics and Call Tracker application in 2017.
Since the 2011 version, it is possible to store and manage documents in the context of Dynamics CRM records on a server that is running Microsoft SharePoint. This feature allows to use the advanced SharePoint framework for the content management infrastructure inside Dynamics CRM. With the SharePoint integration, it is also possible to share documents for external users with granted permission but no access to Dynamics CRM account.
MS Solve is one of the core Incident Management Systems within Microsoft used by their agents to solve the technical issues that arise out of their products. MS CRM is being leveraged to create the DB tables and columns along with security roles management which is replaced by Clarify of amdocs.
Microsoft uses a tool called MIMOS - Microsoft Incident Management Operations System - to manage Operational requests originating from Microsoft Partners and Customers. MIMOS was co-developed by arvato and Microsoft in support of a multi-year Business Process Outsourcing initiative called FADA. MIMOS is internally developed using Dynamics CRM and Metastorm BPM (also a .NET-based product). MIMOS is used in Microsoft Regional Operations Centers worldwide, and replaced Siebel from Oracle as part of Microsoft's 2011 "Siebel-free" initiative. MIMOS is an example of using CRM as an XRM platform. MIMOS is being replaced by COSMIC an CRM Online based tool.
The CRM community consists of professionals, typically employees of Dynamics Partners, End-users and MS MVPs (Microsoft Most Valuable Professional).
The Dynamics CRM User Group (CRMUG) is the largest, user-led community for companies using the software.
eXtremeCRM (http://www.extremecrm.com) is the premier event focused exclusively on Microsoft Dynamics 365 and dedicated to advancing best practices and strategies for Microsoft Dynamics CRM organizations.
CRMUG Summit is held each fall and is an independent, for profit conference
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