If you are software developer, database administrator or web designer who is asked: how do we customize Microsoft CRM ? we are giving you directions in this article.
# Microsoft CRM SDK ? this is software development kit with C# and partly VB.net code samples ? it is supported by Microsoft Business Solutions technical support. It is based on web service calls, if you are C# .NET developer ? you are excellently positioned to do this type of customizations. This is the preferred modification scenario and this should be easily upgradeable customization. VB.Net examples will be available soon.
# Legacy SQL Data integration. This is also easy and safe. If you have SQL database, sitting on the same or linked SQL Server ? you can create ASPX .Net application and simply integrate it into CRM. You can place it on the navigation bar or menu in isv.config ? please refer to MS CRM SDK
# Legacy ASP integration ? this is somewhat more sophisticated. You have to deploy HTTP handler to be a middle party between CRM which is .Net based and ASP which is legacy IIS. The trick is ? you have to have INI file with security settings to penetrate into MS CRM with proper credentials, calling web service.
# Microsoft Exchange Programming. Microsoft CRM has Exchange connector ? which moves CRM incoming email to MS if it has GUID in its subject. You can alter this logic (for instance - move email to CRM if it doesn't have GUID but it is from the sender who is contact or account in MS CRM). Refer to MS Exchange SDK onsyncsave event handling. Then simply apply some MS CRM SDK programming - you need some COM+ objects creation and VB programming experience.
# Direct SQL touch ? in #4 above I described you the scenario with MS Exchange handlers ? this would be ideal world if MS CRM SDK does the job. But ? in real world this is not always true ? you have to do direct flags correction in CRM database (like making Activity closed, moving email attachments/octet streams, etc). This is not supported by MBS technical support ? but you can rescue to this technique if you have to get job done.
# MS CRM Customization tool ? this is rather end-user tool and we don't describe it here ? read the manual. We've described above the options to use when this tool doesn't do the job
# Crystal Reports - feel free to create Crystal report - tables and views structure is self explanatory. Try to avoid the temptation to create your own SQL view or stored procedure in MS CRM database, instead - create custom database and place your view and stored proc in it.
IT Department Skills to Support Microsoft Great Plains and Microsoft CRM
Microsoft Great Plains as ERP and Microsoft CRM as Client Relation Management system is very robust combination and could serve midsize to large corporation as Business System. Being VP IT or IT Director you need to foresee the positions to have in your IT department to do internal MS Great Plains and MS CRM support.
Let us give you the directions, based on our research and consulting practice.
# Microsoft SQL Server Specialist ? we specially do not name this position as MS SQL DBA, because both Great Plains and MS CRM are not very complex from the database administration side, they do not use indexes optimization, referential integrity, probably do not require complex transaction log backup/recovery scenarios. On the other hand this position requires Great Plains and Microsoft CRM tables structure analysis and some primary Great Plains data fixing skills via SQL queries, described in MBS Customer source techknowledge database. The best candidate should have some accounting background - to be able to address ongoing issues to MBS technical support.
# Network Administrator with good Microsoft Exchange and Active Directory skills. Microsoft CRM uses all the newest Microsoft technologies, and Exchange is a workhorse here. In order to install and upgrade MS CRM this guy needs to understand the under-laying Microsoft technology. In the best case - she/he should know Exchange security structure and probably program Exchange handlers, due to the fact that CRM/Exchange connector is not a perfect tool yet.
# C# or VB.Net programmer with excellent SQL Skills? if you are midsize or large company - you should have this position - you will need web publishing and MS CRM customization and its support. Currently Microsoft CRM SDK has C# examples - so C# programmer would be the best fit, it may have more VB code in the future, so the C# - VB balance maybe restored.
# Crystal Reports Designer/Programmer - Crystal Reports is the best tool available on the market to address both Great Plains and MS CRM reporting needs. This position maybe merged with one of the above.
These people should be probably cross-trained in both Great Plains, Microsoft CRM, Crystal Reports, SQL and C# programming, so you do not depend on the unique skills of one person. In our opinion, which is based on our long term consulting practice - these skills will allow you to keep the cost of IT support reasonably low and avoid paying high consulting price to your Microsoft Business Solutions Partner.
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