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Microsoft Dynamics CRM

Microsoft Dynamics CRM is a customer relationship management software package developed

by Microsoft. Out of the box, the product focuses mainly on Sales, Marketing, and Service (help desk)
sectors, but Microsoft has been marketing Dynamics CRM as anXRM platform and has been encouraging
partners to use its proprietary (.NET based) framework to customize it to meet many different demands.
The Microsoft Dynamics family of business applications includes other related products such as Microsoft
Dynamics AX (ERP application), Microsoft Dynamics GP, (ERP application) Microsoft Dynamics
NAV (ERP application), and Microsoft Dynamics SL (ERP Application) and also Microsoft Dynamics Retail
Management System; also known as Dynamics RMS.
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 Microsoft Internet Explorer 7 or later web browser or by a thick client plug-in to Microsoft
Outlook. The most recent release added full support for the Chrome and Firefox browsers, and limited
support for Safari.


Microsoft CRM 1.0

Microsoft CRM 1.0 launched in January 2003.

Microsoft CRM 1.2

Microsoft CRM 1.2 was released December 8, 2003. [3] Microsoft CRM 1.2 was not widely adopted
by industry.[citation needed]

Microsoft Dynamics CRM 3.0

The second version was rebranded as Microsoft Dynamics 3.0 (version 2.0 was skipped entirely)
to signify its inclusion within the Dynamics product family and was released December 5, 2005.

Notable updates over version 1.2 are the ease of creating customizations to CRM, the switch

from using Crystal Reports to Microsoft SQL Reporting Services, the ability to run on Windows
Vista and Outlook 2007, and support for Exchange 2007.
Significant additions released later by Microsoft also allowed Dynamics CRM 3.0 to be accessed
by various mobile devices and integration with Siebel Systems.
This was the first version that saw reasonable take up by customers. [citation needed]

Microsoft Dynamics CRM 4.0

Dynamics CRM 4.0 introduced in December 2007.[5] It features multi-tenancy, improved reporting
security, data importing, direct mail merging and support for newer technologies such as
Windows 2008 [6] and SQL 2008 (Update Rollup 4).[7]
Dynamics CRM 4.0 also implements CRM Online, a hosted solution that is offered directly from
Microsoft. The multi-tenancy option also allows ISVs to offer hosted solutions to end customers
as well.
Dynamics CRM 4.0 is the first version of the product which has seen significant takeup in the
market and passed the 1 million user mark in July 2009. [8]

Microsoft Dynamics CRM 2011

Dynamics CRM 2011 was released to open Beta in February 2010

It then went into Release Candidate stage in December 2010
The product was then released in February 2011

Microsoft Dynamics CRM 4.0

Microsoft Dynamics CRM comes in 4 versions for
installation by a partner/customer; these versions can be
highly customized using advanced extensions. The CRM
Online version cannot be extensively customized because
of security issues.
- 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

- 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
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 3 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:

More powerful and easier to configure Reporting and

BI (now based on SSRS instead of Crystal)

More powerful data import tools, de-duplication

capability now included

Enhanced entity relationships many to many, selfreferential

Improved programmability - enhanced Web Services,

unified event model, plug-ins to replace callouts

Light enquiry user license now available - potentially

reducing the costs associated with rolling out across
larger organizations

Multi Tenancy - One server can host more than one

business organization

Multi Currency

Multi Lingual

Microsoft Office Communicator / Windows Live

Messenger presence integration support

cloud computing with Microsoft Online Services

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 13
is available.

Accelerators for Microsoft Dynamics

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 can be downloaded
(for free) from the CodePlex website and adapted by the
organization itself.

Microsoft Dynamics CRM 2011[edit]

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

Native integration with SharePoint 2010

Ability to create a query behind a look-up

Placing of a grid with child records on the parent


Auto filter sorting capability like in Microsoft Office


Microsoft Office Ribbon interface replaces menus

OData endpoints

LINQ programming API in the SDK

WCF services

Customization can be packaged as solutions

CRM Online supports plugins in sandboxed mode

Multiple forms per entity

Dashboard designer

Yammer integration

Lync integration

The Microsoft Dynamics CRM 2011 RTW/RTM is

available since January and mid February 2011
respectively. 41 languages are supported.