1. CRM 3.0 Whats New in Microsoft CRM 3.0 – Technical

2. CRM 3.0 Agenda Microsoft CRM Client for Microsoft Office Outlook Enhanced E-Mail

3. CRM 3.0 Microsoft CRM Client for Microsoft Office Outlook

4. CRM 3.0 Overview The Microsoft CRM 3.0 Client for Microsoft Office Outlook The Microsoft CRM Desktop Client for Outlook The Microsoft CRM Laptop Client for Outlook Outlook Synchronization When Working Offline

5. CRM 3.0 The Microsoft CRM 3.0 Client for Microsoft Office Outlook A feature-rich 32-bit application framework installed on the local client machine Built to support the web-based CRM application logic Enables salespeople, customer service representatives, and marketing representatives to access CRM through Outlook e-mail and messaging client Two types of Microsoft CRM 3.0 clients for Outlook Microsoft CRM Laptop Client for Outlook Microsoft CRM Desktop Client for Outlook

6. CRM 3.0 Desktop and Laptop Clients Online Only Online or Offline Desktop Outlook Client Laptop Outlook Client Includes Local version of: CRM Platform Logic Web server MSDE Database

7. CRM 3.0 Feature Comparison of the Microsoft 3.0 Outlook Clients Microsoft CRM 3.0 Desktop Client for Outlook Microsoft CRM 3.0 Laptop Client for Outlook New online-only, multi-user clientOff-line-enabled, single-user client Intended for computers that never go offline Intended for computers that are required to take data offline Enables multiple installations of the client on the same computer (for example, shift workers sharing a desktop machine) Only one installation per computer Installation does not install the MSDE database or the local web server Installs a local MSDE database and a local web server for offline processing No local (offline) platformOffline processing uses local platform Always online, so that no CRM synchronization required Requires offline CRM synchronization Manual Outlook synchronizationNew schedulable Outlook synchronization capability

8. CRM 3.0 The Microsoft CRM Desktop Client for Outlook Online Microsoft CRM client for Outlook On previous versions, a Microsoft CRM client for Outlook installation could only be used by a single CRM user on any one computer Online Only Desktop Outlook Client

9. CRM 3.0 The Microsoft CRM Laptop Client for Outlook Online or Offline Laptop Outlook Client Includes Local version of: CRM Platform Logic Web server MSDE Database

10. CRM 3.0 Taking the Microsoft CRM Laptop Client for Outlook Offline Go Offline Local MSDE Database 2 3 Offline Data Set 1

11. CRM 3.0 Offline Laptop Client Local Web Server Self Contained Offline Laptop Client Local MSDE Database Business Logic Processing Playback Graph

12. CRM 3.0 Offline Laptop Client The following tasks occur during the Offline Synchronization process: Prepare sync Propagate schema changes Move data The synchronization process performs the following tasks: It uses a web service to provide a secured way of accessing client data and creating the offline data set. It inserts each record in the offline data set into the local MSDE database. SQL statements are performed to insert each record into the local MSDE database: If the record being added already exists in the local MSDE database, the existing record is deleted. The record is inserted in to the MSDE database.

13. CRM 3.0 Outlook Synchronization When Working Offline Schedulable Synchronization feature has been added to keep data updated in Outlook folders while working offline The Microsoft CRM 3.0 Outlook Synchronization process includes the following features: Outlook Synchronization occurs automatically after the Offline Synchronization process has finished running. Outlook Synchronization can also be scheduled to run at periodic time intervals to ensure the user always sees the most up-to-date CRM data in their Outlook folders. Outlook Synchronization runs in the background; it does not interrupt the user from interacting with Outlook. Users can specify the time intervals at which Outlook Synchronization should occur.

14. CRM 3.0

20. So did we add anything to the Outlook client in 3.0? Send Email through Outlook Offline Data Filtering CRM Menu CRM Toolbar Improved CRM viewpane Decouple Outlook Sync Background Sync Schedulable Sync Outlook - sync only changes Set Offline Offline Sync Tracking Offline Sync Error Handling Version Handling Offline Sync Architecture Improved Linking Model Per-user SyncEntry Customer Service Marketing Automation CRM Address Book Provider Published MSI-based deployment Online-only Multi-user client Non-modal Go Offline Service Appointment Sync Promotion of Tasks, Appointments and Contacts Delete Propagation System Tray Icon Performance Improvements Email Auto-tag Tracing and Logging MSDE Cleanup Disabled State Offline UpgradeUser-configurable Contact sync GoOffline UI More robust setup Client Upgrade

21. CRM 3.0 Review The Microsoft CRM 3.0 Client for Microsoft Office Outlook The Microsoft CRM Desktop Client for Outlook The Microsoft CRM Laptop Client for Outlook Outlook Synchronization When Working Offline

22. CRM 3.0 Enhanced E-mail

23. CRM 3.0 Overview Microsoft CRM Exchange E-mail Router Exchange Router Installation Changes

24. CRM 3.0 Microsoft CRM Exchange E-mail Router CRM Server Exchange Server Exchange Email Router

25. CRM 3.0 Microsoft CRM Exchange E-mail Router Microsoft Exchange is not required to implement Microsoft CRM. Exchange is only required if an organization wants to send and receive e- mail through Microsoft CRM. If Microsoft Exchange is deployed, the Exchange E-mail Router component creates e-mail Activity records in Microsoft CRM for inbound CRM e-mail messages.

26. CRM 3.0 Microsoft CRM Exchange E-mail Router

27. CRM 3.0 Processing Flow – Inbound

28. CRM 3.0 Processing Flow – Outbound

29. CRM 3.0 Exchange Server Clustering Was not supported in Microsoft CRM 1.x. However, because the dependency between the router and the actual Exchange server(s) on which it resides has been removed, active/passive Exchange Server clustering is now supported in CRM 3.0.

30. CRM 3.0 Exchange Router Installation Changes The CRM mailbox must be created before running the Exchange Router Setup program. The Router Setup program prompts for the name of the CRM mailbox. The Router Setup program installs both the router and a Rules Deployment Administration Wizard. The implementer uses the Rule Deployment Administration Wizard to add, verify, and remove forwarding rules to each CRM users Exchange mailbox.

31. CRM 3.0 Exchange Connector Deployment Wizard

32. CRM 3.0 Microsoft CRM Exchange E- mail Router

33. CRM 3.0 Review Microsoft CRM Exchange E-mail Router Exchange Router Installation Changes

34. CRM 3.0 Q & A

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