Microsoft Dynamics CRM: approaches to setup and integration

Before moving further, it would be desirable to tell several words about features of the Microsoft Dynamics CRM system. In fact, this system represents the designer including a certain basic functionality with opportunities of its expansion. A system is the branched web application with all that it implies – development for a system is executed using a. net Framework (version 2.0 above), the "thin" client, the built-in integration with MS Outlook and MS Exchange, etc. All this opens ample opportunities for integration of Microsoft Dynamics CRM with other systems, considering, of course, the listed above opportunities and they are restrictions.

Technical features of integration of Microsoft Dynamics CRM with different IT systems

If to abstract from a set of integration technologies and their names, it is possible to select the following methods of integration Microsoft Dynamics CRM with other IT systems:

• Integration of "visual" interfaces (user interfaces);
• Integration at emergence of events (still it is possible to call it online-integration);
• Integration according to the schedule.

It should be noted that above-mentioned names of methods of integration are conditional and entered for convenience of statement. Let's consider in more detail each method of integration.

1. Integration of "visual" interfaces.

Application of this method is possible if the integrated systems have the web interface and can work in the Internet Explorer browser. In this case or a part of the system interface of Microsoft Dynamics CRM is built in the interface of any form of other system, or on the contrary. As practice shows, at the same time it is necessary to consider the following features:

• Authentication of users

As Microsoft Dynamics CRM supports authentication of users using the Active Directory it is desirable that the IT system with which integration is executed supported the same method of authentication. As a rule, the majority of large IT systems have the own authentication system other than above-stated. It leads to the fact that the user needs to enter the login and the password in the different systems at least twice.

• Separation of interfaces and their automatic identification

While for Microsoft Dynamics CRM the call of a separate card is normal, for example, contact to the URL address with transfer of identification data of this contact (guid value), for other systems to select the separate part corresponding to one object with all logic - a task quite difficult. Therefore in practice it is necessary to look for different methods either implementations of such integration, or its bypass by business process change. The last requires time for approval of the made changes of the customer that can lead to tightening of terms of implementation of the integration project.

2. Integration at emergence of events

Such method of integration is necessary in that case when it is required to transfer at once at change of a copy of an object in Microsoft Dynamics CRM information on this fact to other IT system(s) or on the contrary: from other IT systems in Microsoft Dynamics CRM.

In the first case thanks to the mechanism of plug-in there are practically no problems with implementation of this task. However in the second case certain difficulties nevertheless can face. The matter is that some systems are not supported at the level of the application of internal logic of event handling, leaving it at the physical layer of the data warehouse – any database, for example, to the MS SQL Server or Oracle. One of methods is sale of the mechanism of triggers here. Its implementation is rather simple, but owing to complexity of systems (one object of a system is, as a rule, stored in several tables of the database which are connected among themselves and other database objects not by one communication) there is a risk to receive blocking of a system or all integration sheaf. As a result it leads or to failure from such method, or to the difficulties of implementation increasing the cost and terms of the project.

3. Integration according to the schedule

This method is required when it is necessary to collect from the different systems information, for example, of the aggregated character, or information which delay of receipt is not critical. Integration according to the schedule is the simplest and, as a rule, does not require great efforts from each of the integrated systems.

Features of relationship with the customer within the integration project

Relationship with the project orderer – a subject rather deep therefore within this article only those features of relationship which are connected with implementation of integration applications will be considered.

Strangely enough, the majority of problems at integration arises from the most interested – from the customer. The matter is that today more and more companies give maintenance of work of the IT systems on outsourcing, leaving in the state a minimum of technical specialists (and sometimes reducing their number to zero) capable to execute development for a system. Quite often available technical specialists are loaded so that they just do not have time for solving of tasks of the project. This situation is fraught with emergence of the following possible problems:

• Problem of differentiation of areas of responsibility of the parties

Often for the solution of assigned tasks on integration by the customer the third participant – the certain company accompanying the integrated system is attracted (and, perhaps, and not one), but opportunities to influence which are rather small. As a rule, discussion of participation of the company outsourcer in the project begins after its start, upon emergence of difficulties on the project. As experience of GMCS company testifies, to reduce risks, including within integration projects, it is possible if initially accurately to stipulate extent of participation and responsibility of each of the parties.

• Problem of problem definition and study of mechanisms of implementation of the integration project.

In the analysis of details of implementation of some task at a design stage quite often it becomes clear that this task is not implemented or costs for its implementation exceed planned so that better at once to refuse it. For this reason participation of the technical specialist from the customer company representing expediency and feasibility of the made demands at a design stage is critical and in the subsequent meetings and to deem them accepted only after its expert evaluation.

Requirements to a project team

Problems of integration of Microsoft Dynamics CRM are rather difficult and labor-consuming. It imposes special requirements to a project team, its technical and organizational training.

First of all, in a project team there has to be an architect who is well understanding technical architecture of Microsoft Dynamics CRM, having experience of setup and development for it, and that the most important, experience of its integration with other IT systems. Also from the architect the ability to direct a development team (if it is) as all relationship "developer consultant" will pass through it is required. In addition the architect should have the developed skills of communication since he often should communicate with customer representatives, and skills of writing of documentation as all documentation before sending for approval to the customer should pass his assessment.

Except the architect the leading consultant is necessary for a project team. He should have versatile preparation – to have skills of business communication, writing of documentation, experience of the management of group of consultants and many other things. Actually it is the only person on the project which represents in general and in parts implementation of each assigned task.

And, at last, the key figure – the project manager, on him lies a load of responsibility for result of the integration project. Actually in such project it should consider all possible risks about which it was told above. Planning and tracking of terms of the project falls within the scope of its responsibility and also it is an entrance point at communication with representatives of customer company.

Within the integration project it makes sense to pay special attention to candidates for other roles – consultants and developers. These are the main contractors of the project, a lot of things depend on their ability to work in a command – what will be planned, they should implement.

Experts of the market

• Mogilnikov Evgeny, to. t. - m of N, dots., department of solutions Microsoft Rus of GMCS company