MB2-712 : Overview and Architecture of CRM

This is the on going post in a series I wanted to create for the MB2-712 certification, while preparing for the same.

As mentioned in previous posts, the customization and configuration certification seems to be one that developers tend to target, however it is also a useful for CRM functional consultants and Business Analysts.

I will continue to post more as i go.

CRM is built around the three core modules of sales, marketing and service. CRM really is about managing interactions with customers in order to better serve them. This might include following up on leads, progressing sales opportunities. Or it might be extended into servicing the customer by using cases to resolve the multitude of problems they might face or escalate to whoever need to be. 

CRM is built on the Microsoft XRM framework. This framework can be used to extend CRM beyond its out of the box sales, service and marketing modules. It lets you extend CRM but maintains core components for handling security, workflows, reporting etc. So regardless of how you extend CRM the core concepts of how the entities are created, their relationship to each other and how CRM is configured remains the same.

CRM Architecture:

Deployment options include CRM online and On-premise.It is important to understand that an on premise deployment requires an architecture that can support it. That means several technologies come into including SQL Server, SQL reporting services, Internet Information Services (IIS), Active Directory, Active Directory Federation Services (ADFS) Microsoft SharePoint, Microsoft Exchange and Azure. Some of these components are optional for on-premise, whereas some like SQLServer are prerequisites.

Questions/comments/suggestions? please put it in comments below post for further discussion!!!

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