Maximize your Dynamics CRM and SharePoint Investment
June 2015
Sierra Systems offers a broad services portfolio
ranging from management consulting, systems
integration, and managed services.
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Founded and headquartered in Vancouver, Canada (1966)
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Mature, highly experienced management teams
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Approximately 800 professionals across Canada
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Offices in major cities which allows us to provide local
resources
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Integrated delivery approach and defined methodologies to
deliver high standards of service
Our unwavering
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Sierra Systems is part of Sierra-Cedar Group, Inc., one of the
largest, independent North American IT services companies
needs has allowed us to
commitment to clients’
build long-term, trusting
and loyal relationships.
About Sierra Systems
INDUSTRIES
Government
Justice & Public Safety
SERVICES
MANAGEMENT CONSULTING
• IT/IM Strategy
• Business Process Improvement & Transformation
Health
Energy & Utilities
Commercial
PARTNERS
• Organizational Change Management
SYSTEMS INTEGRATION
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• Custom Development Solutions
• ITSM Solutions
• Oracle Applications
Business Intelligence
SharePoint
Microsoft Dynamics CRM
Microsoft Dynamics AX
MANAGED SERVICES
• On-Premise and Offsite Application Support
• Tier-2 and Tier-3 Applications Support
Sierra Systems was founded in 1966 and is headquartered in Vancouver, Canada, operating with over 900 employees in 12
locations across North America
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Sierra’s Delivery Practices and Benefits
Delivery Practices
Management Consulting
• Integrated offerings with Management Consulting and Managed
Services
• Decision Accelerators (Fit Gap Analysis, Solution Blueprint,
Implementation Plan and Costing Worksheet)
• Accelerators and Pre-Built Solutions
• Extensive implementation and integration experience across all
verticals, solutions and platforms
Dynamics CRM
SharePoint
Microsoft Business Intelligence
Dynamics AX
BizTalk
.NET Custom Development
Cross-Platform Integration
Managed Services
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Industry Solutions
Benefits
Integrated Services & Solutions
• Dynamics AX And CRM
• Business Intelligence
• PeopleSoft
Integrated Services & Solutions
• SharePoint
Microsoft Specializations
Why are you here today?
Why are you here today?
Understand Dynamics CRM
Best at managing front office business processes that have structured relational data and
repeatable business processes. More than just a CRM….it’s an xRM (Any Relationship
Management).
Understand SharePoint
Designed to organize information, people and documents that need to collaborate. Includes
Enterprise Search, Portal, Intranet, Content Management, Document Management and workflow
capabilities. Integrations with LOB systems.
Dynamics CRM and SharePoint Integrated … Sierra’s xRM Portal Accelerator
Ease of integration. Complementary technologies, familiar look and feel.
Integrating Dynamics CRM and SharePoint
Dynamics CRM and SharePoint
Dynamics CRM
SharePoint
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From CRM…..to xRM (Any Relationship Management) !!!
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Process-driven user experience for your internal
operational staff to manage and respond to cases,
applications, etc. effectively and quickly and track all
activities in one place
A web portal for your customers and members to
register and create a profile, submit cases, applications
and track progress
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Web presentation interface and forms experience for
Dynamics CRM information
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360⁰ view of members, cases, applications, etc. –
complete view of member interactions and data
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Secure login and access to information based on
permissions configured in CRM
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Flexible platform to define and automate processes and
workflows based on your requirements
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Ability to view and edit Office documents online
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Role-based security model to limit access to sensitive
data
Enterprise content management for both internal
documents and documents uploaded by customers and
members
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Dashboards, reporting and analytics to track performance
against SLAs, identify issues and take corrective action
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Secure Search capabilities
Case Management High Level Solution Architecture
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Business Cases
Commercial Real Estate Management
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Manage Real Estate Broker & Appraiser Registration
Realtor, Mortgage Broker, Appraiser, Public, Employees
Public Sign-on, Register for a program, Program Validation
Permit Management
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Manage and process Permit requests
Public, Agencies, Employees
Create profile, Create permit requests, Submit documents, Manage communications, & request status
Grants & Contributions Management
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Manage and process grant requests
Public, Partner, Employees
Create Grant application, Submit documents, Process payments
Call Center
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Manage and dispatch request, issues and complaints
Public (Phone call, website, Text Message, Email)
Follow-up on requests, issues, complaints, Expose knowledge based articles (Q&A, Services, Instructions,…) to
the web
Integrating Dynamics CRM and SharePoint Summarized
Document Management
Dynamics CRM
2013
SharePoint
Search Capability
Web Interface
Documents stored in CRM
database and linked to
record. No document
lifecycle management.
Limited collaboration
capability.
Limited to fields/entities
« enabled » for search.
Search only CRM
information. No content
search on documents.
Forms exposed through
Web and mobile
interfaces. No website
development capability.
Full document lifecycle
management and
document versioning. Full
collaboration capability.
Powerful search through
metadata and document
full-text content.
Website and web-based
portals (intranets and
extranets) development.
Simple plug to play web
parts.
How To Integrate Dynamics CRM and SharePoint
How to Integrate CRM and
SharePoint
• OOTB Integration (Document Management)
• Web Services
OOTB Integration / Document Management
Document Life Cycle
Controlling the life cycle of
documents: how they are
created, reviewed, published,
and disposed or archived
CRM Entities
• OOTB entities (Account, Lead, Product,…)
• Any customs entities
• Store and manage documents in the context of a
Microsoft Dynamics CRM record (link to the record
GUID)
• System creates a « Documents » link on the navigation
panel of the entity
SharePoint Document Management
capabilities
• Create, upload, view, and delete documents
• Checking document in/out
• Viewing version History
• Changing document properties
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OOTB Integration / Document Management
OOTB Integration / Document Management
Integration with Web Services
• Custom Web Services
• Separate CRM from
SharePoint
• Allow integrations with
other LOB applications
• Industry best practices
• SharePoint BCS
• Limited capability
• Result in custom web
services
Integration with Web Services – Deep Dive
Why Integrate With SharePoint
• Authentication
• Security Trimming
• Content / Page Structure
• Store documents and photos
• SharePoint Timer Jobs
• Deployment Units (Solutions and Features)
• Branding
Integrating Dynamics CRM and SharePoint – RECA Demo
Summary of Services
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Add / update general
user information
User Management
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Management
activities around
the brokerage entity
General payment
services
Brokerage
Management
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Take courses and
exams
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Apply for, upgrade
and cancel licenses
Education
Finance
Licensing
general
application
management
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Trust
Management of
Trust Accounts
Integrating Dynamics CRM and SharePoint
Real Estate Council of
Alberta (RECA)
DEMO
Sierra’s xRM Portal Accelerator
What Does It Provide?
Jump-start packaged solutions for Case Management, Member Registration, Grant Applications
Management, etc. Flexible and customizable to your needs.
Website for public users
• Subscription Management
Functional Portal for Members
Sierra’s xRM
Portal Accelerator
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Profile Updates & Self-service
Online Address Validation
Submit Requests
Application Submission
Robust, Adaptable Back-end
• Business Process & Workflow
• Reporting & Dashboards
• Activity & Communication Tracking
Enterprise Content Management
• SharePoint Document Management
• External Document Processing
Accelerator Solution Overview
Public
Members
Internal Staff
Authentication
Security
Member Portal
Public website
Address validation
service
Integration APIs
Payment
processing system
xRM Management Platform
LOB Apps
Flexible deployment options
Hybrid
On-Premises
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On-Premises
Deploy the accelerator to your
on-premises infrastructure.
• Regulatory requirements
• Many organizations have
existing on-premises
investments in Dynamics CRM
and/or SharePoint
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Cloud
Hybrid
Combine on-premises
components and cloud
components. For example:
• Dynamics CRM on-premises for
data residency requirements
• SharePoint on-premises for
documents
• Azure public websites,
Integration API hosting in the
cloud – no data
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Cloud
Take advantage of the flexibility,
on-demand scalability and cost
savings of Microsoft Cloud.
• Dynamics CRM Online
• Office 365 SharePoint Online
• Azure services for
authentication, integration API
hosting and public website
Solution Architecture Deep Dive
Communications
Registration
Members
Investigations
Education
Finance
Administration
IS
Insurance
Legal
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Accelerators
Public Users
Case Management | Grants Management | Membership Management | Stakeholder Engagement
SharePoint
Applicants
SCMS/Azure/Private Azure
Dynamics CRM
SharePoint
Azure
Dynamics CRM
Presentation Layer
Portal/DM
Lync/Exchange
Azure Directory Services
Azure Integration Services
Azure Web Sites
xRM Framework & Design
Business Rules
Data / Transactions
Stakeholders
Moneris
CanadaPost
Other LOB Apps
Solution Benefits and Features
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Modern web presence
Public discovery of available services
Quick sign up & registration process
Self-service Members Portal
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Registered members sign in to Update
Profile, Submit requests, inquiries,
complaints, Submit Applications, etc.
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Self-service anytime access, reduced
call volume
Secure access
View status and communicate with
staff
xRM Management Platform
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Internal operational staff processes,
manages, and tracks members, cases –
requests, inquiries, complaints,
applications.
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Public website
Members of the public can register and
sign up for services
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Member contact, case and
application management
Business Process Automation &
Workflows
Dashboards, insights and analytics
Business Benefits
Reduced Development & Operating Costs
Tight Integration with Microsoft Desktop Application
Maximizing Investment in Software Licences and Support
Build vs Buy vs User Adoption
Sierra’s xRM Portal Accelerator
SNEAK PEEK
Office 365 sign-in page
Create Profile
Create Profile – T&C and Opt-in
Manage Profile
My Cases – Hover over ID
My Cases – Add a Comment
Why Integrate Dynamics CRM and SharePoint – The Review
Why Integrate Dynamics CRM and SharePoint
Integrated Experience
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Role-based security via configuration
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Single sign-on (SSO)
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Document management and online office documents
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Complementary technologies, familiar look and feel
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Leverage existing Microsoft software licenses
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Web based portal
Lessons Learned
Lessons Learned
• Integrations are never as simple as sold:
• Data integrations with external systems
• Single Sign on between SharePoint and
external systems
• SharePoint logout not straight forward when
ADFS is used
• Display content from multiple external
systems on the same SharePoint page
• Session storage
• File upload and download to and from CRM
• Creating and following a clean deployment
process.
Thanks To The Sponsors!
Sponsors
Questions and Next Steps
paultwigg@sierrasystems.com | Director, SharePoint & Office 365 Practice Lead
sergemattu@sierrasystems.com | Principal, Solutions Architect, SharePoint Practice