This document provides an overview of Microsoft Dynamics 365 and how it integrates with other Microsoft technologies like Office 365 and Azure. It discusses the CRM market share and Dynamics 365's growth. It describes how Dynamics 365 can be deployed on Azure and leverages various Azure services for capabilities like offline syncing, machine learning, voice of customer, and more. It also mentions related technologies like PowerApps, Logic Apps, and pricing considerations.

1. 25-05-2017

2. About Me
•13 years in Microsoft technologies
• 6 years in Web, Desktop e Mobile
• 7 working with CRMs
•Head of Business Applications at Findmore (Nearshore Portugal)
•Microsoft Partner company focused on providing CRM solutions,
Sharepoint, Office 365 and Azure. Focus on Nearshore.
•Business Solutions MVP 3.0 (Dynamics CRM)

3. Agenda
CRM Market
Dynamics CRM
Dynamics CRM + Office365
Dynamics CRM + Azure

4. CRM Market

5. CRM Market
Gartner CRM Market Share

6. CRM Market
Gartner Magic Quadrant for Sales Force Automation
Gartner Magic Quadrant for CRM Customer Engagement Center
CRM Suites For Enterprise Organizations, Q4 2016
CRM Suites For Midsize Organizations, Q4 2016

7. Custom vs. Platform

8. Shop to Grow
•Skype (2011)
•Yammer (2012)
•MarketingPilot (2012) – Microsoft Dynamics Marketing (MDM)
•Netbreeze (2013) – Microsoft Social Engagement (MSE)
•Parature (2014)
•Mojo Surveys (2015)
•FieldOne (2015)
•FantasySalesTeam (2015)
•Adxstudio (2015)
•Linkedin (2016)

9. Dynamics CRM in Numbers
•40,000+ companies with 4.4 million users
•48 consecutive quarters growning more than 2 digits
•Receipts of Dynamics 365 grow 81% (Q1 Fiscal 2017)

10. Architecture of Dynamics 365
•Platform for rapid development
•Flexible data model
•Security through roles
•Processes
•Customization point-and-click and declarative design
•Developing tools

11. Microsoft Cloud Platform
Platform
Business Solutions
(CRM e ERP)
Productivity

12. Microsoft Dynamics 365 – Microsoft Customer Engagement

13. Dynamics 365 + Office 365
Dynamics
CRM
Sharepoint
Office 365
Yammer
Skype
PowerBIOneDrive
Exchange
OneNote
Delve

14. Azure

15. Deploy Dynamics CRM on Azure
•Deployment on Microsoft Azure infrastructure as a service (IaaS)
•DS-series of virtual machines
•Preferred method for the deployment of Dynamics CRM onto Azure IaaS is using
Microsoft Dynamics Lifecycle Services (LCS)
•LCS, a cloud-based application life cycle management tool
•LCS is Azure-based software as a service (SaaS) that’s free to Microsoft Dynamics customers
•On-Premise
•Azure Premium Storage
•Locally redundant storage (LRS) and keeps three copies of the data in a single region
•Premium Storage isn’t required for non-production environments

16. Microsoft Azure Service Bus
•Dynamics CRM Online or On-Premise
•Secure and reliable channel for communicating CRM run-time data to external cloud-
based line-of-business (LOB) applications

17. Microsoft Azure Service Bus
•Dynamics Marketing
•Synchronization data between Dynamics Marketing and Dynamics CRM

18. Azure Event Hub
•Microsoft Social Engagement
•Highly scalable publish-subscribe event ingestor that can intake millions of events per second
•Once you have the data ingested into the event hub, you can access the data from any application that
you connected to your event hub.

19. Mobile Offline
Tenant Admin
CRM Admin
Settings
Query Config
DB for End
Point
Post
message to
Service Bus
Provision/
Org
Worker role
process
message
Update CRM
Config DB
(Org end
point)
Offline Provisioning

20. Azure offline mobility components
•One Subscription per Geo
•Separate deployments for prod and trial
•Azure components deployed
•Cloud Service
•Queue – crm updates
•Worker role – executes actions
•SQL server DB
•Two Storage accounts
•Diagnostics
•Sync Server Logs

21. Dynamics 365 Portal

22. Machine Learning
•Service
•Identify patterns, so employees can learn from consistent problems and improve over time
•Sales
•Using the Recommendations API, a native capability is added to the product catalog to generate
automatic recommendations
•Custom

23. Voice of Customer
•Cloud Services
•Designer Service (Web Role)
• Web Services for communication between a CRM organization and the multi-tenanted Voice of the Customer Azure components.
•Survey Runtime (Web Role)
• Submitted survey responses are stored temporarily on an Azure Service Bus queue before being processed retrieved by CRM.
•Response Processor (Worker Role)
• Worker role is responsible for processing the raw completed surveys into valid survey responses that can be created in CRM.
•Azure Key Vault
•All cloud services store configuration data in Azure Key Vault. Organization, tenant data is stored in SQL Azure.
•Azure SQL Database
•Voice of the Customer uses SQL Azure to store: Piped data; Survey metadata; Organization (tenant) data
•Azure Blob Storage
•Survey definitions and partially completed (saved) responses are stored to Azure Blob storage.

24. Voice of Customer
•Azure Content Delivery Network (CDN)
•Static content to the survey runtime
such as images, JavaScript and CSS.
•Azure Active Directory
•The Voice of the Customer solution
uses Azure Active Directory Service to
authenticate web services.
•Azure Service Bus
•Messages created when a survey is
displayed / submitted are stored
temporarily to an organization’s
(tenant’s) Azure Service Bus Queue

25. Data Export Service
•Replicate Dynamics 365 CRM data to an Azure database
•Azure analytics tools (without the added complexity of managing an ETL tool)
•Use Power BI based reporting over the entire Dynamics 365 organization data

26. Customer Insights
•Bring together data from multiple sources and generate knowledge and
insights to build a holistic 360° view of their customers

27. Connected Field Service
•Integrates Internet of Things (IoT) devices with Dynamics 365 to enable
integration of their registration, monitoring and management into
established business processes

28. Relevance Search
•Dynamics 365 is one of the largest deployments of Azure Search
•Get comprehensive search results quickly in a single list, sorted by
relevance

29. Microsoft Bot framework
•Business process of an insurance company where users have applied for
the policy online

30. Business Application Platform

31. Common Data Service

32. PowerBI
•Out-of-the-box connector and templates for Power BI
•Analyze sales performance, drive pipeline goals and
prepare forecasts

33. Azure WebJobs & Azure Functions
•Code-first integration services and designed for developers
•They enable you to run a script or a piece of code in response to various
events as background processes in the context of an Web app, API app or
Mobile app.
•Here are their similarities:
• Both are built on Azure App Service and enjoy features such as source control,
authentication, and monitoring.
• Both are developer-focused services.
• Both support standard scripting and programming languages.
•Functions is the natural evolution of WebJobs

34. Microsoft PowerApps
•Quickly generate, customize, share, and run mobile apps with little
or no code

35. Azure Logic Apps & Microsoft Flow
•Connect Dynamics 365 and create useful business flows that create records, update items, or return a list
of records
•Flow is built on top of Logic Apps
•They have the same workflow designer
•Connectors that work in one can also work in the other
Flow Logic Apps
Audience office workers, business users IT pros, developers
Scenarios Self-service Mission-critical
Design Tool In-browser, UI only
In-browser and Visual Studio, Code view
available
DevOps Ad-hoc, develop in production
source control, testing, support, and
automation and manageability in Azure
Resource Management
Admin Experience https://flow.microsoft.com https://portal.azure.com
Security
Standard practices: data sovereignty,
encryption at rest for sensitive data, etc.
Security assurance of Azure: Azure
Security, Security Center, audit logs, and
more.

36. Azure Blob Storage
•Move your CRM file attachments to Azure Blob Storage to save money
•CRM storage can be expensive

37. Others
•Express Route
•Azure Active Directory
•Web API
•Users
•Office 365 Groups
•Key Vault
•Azure Key Vault service you can encrypt the keys as well
•Multi-factor Authentication

38. Pricing
•Is Price Important?

39. CONTACTS
http://www.psazevedo.com/
pedro.azevedo@findmore.eu
http://xptcrm.com/
@azevedo_pedro