Chapter 19. Direction of Microsoft Dynamics CRM

The fact that Microsoft has committed to the Microsoft Dynamics CRM application should be readily apparent from your reading of this book. They continue to position Microsoft Dynamics CRM as a platform and are continuing to leverage not only the partner community but also customers for new and interesting solutions that use Microsoft Dynamics CRM as a backbone technology. In addition, with the ongoing releases of accelerators, service updates, and related technologies for CRM 4.0, the current version continues to offer new and exciting feature enhancements.

So, the question is this: What does the next version of Microsoft Dynamics CRM hold?

CRM v.Next

Because of the way Microsoft handles product releases, the question of what is included in the next version is as difficult to answer as guessing what the next version will be called. (Currently, it is known as CRM v.Next or CRM5.) However, Microsoft has indicated that the following are possibilities for inclusion (as of this writing):

• Native SharePoint integration

• Easier deployment and upgrade options

• A way to protect intellectual property (IP) of installed code, consisting of solution management options

• User interface enhancements, including

• Better integration with Outlook, including performance, stability, and features

• Filtered lookups (called related records lookup)

• Label positioning

• Subgrids

• Smarter lookups

• Multiple-option sets

• Enhanced form editor, including drag and drop

• Context-sensitive menu bars

• Fewer screens open at a time

• Field-level security and auditing options

• Azure options

• Unstructured relationships for enhanced collaboration

• Team ownership options

• Native data analysis and data charting, including inline charting with drill-down capabilities

The concept of solution management is an important change that should significantly increase template and vertical applications, because the customizations can be versioned, published, and protected.

From a developer’s standpoint, the code base for all versions (on-premise, partner hosted, and CRM Online) should be the same, and the addition of a “sandbox” for custom code (via a new server role) will allow custom code to run on any version. In addition, there is talk of transactional support for plug-ins (allowing for platform event management) and plug-in profiling, which will allow for detailed management of the component.

One feature we’re hoping for is role-based forms. One of our earliest implementations crossed not only business units, but also business organizations, and a custom form based on role membership would have gone a long way toward managing complex implementations such as these. (Currently, the only way to deal with this issue is through JavaScript and by showing/hiding fields or using a third-party component.)

Platform, Platform, Platform

There is much talk (in this book, among the development community, and from Microsoft) about CRM as a platform via xRM (anything relationship management). We discuss the concept of xRM in Chapter 1, “Extending Microsoft Dynamics CRM Explained.” The main point here is that the next version of Microsoft Dynamics CRM may extend xRM to the next level via the server role that has no graphical user interface (GUI).

What this means is that we can load Microsoft Dynamics CRM and not have anything other than web services that interact with the CRM database. This has great value for organizations that want to use CRM-type functionality but have little use for the actual CRM interfaces.

By using this role, organizations will leverage the benefits of CRM (business processes, security model, and structure) and develop robust applications that have nothing in common with the existing Microsoft Dynamics CRM look and feel.

Microsoft CRM Statement of Direction

Microsoft has provided a greater level of transparency around what the future holds for Microsoft Dynamics CRM through its Statement of Direction (SOD) documentation, which is periodically updated and made available for customers and partners.

The SOD is a good guide, but it is not a definitive promise of delivery. What this means is that although the documentation includes the overall goals of where Microsoft would like the product to go, and can include specific examples and integration goals, there is no guarantee on timeline or actual delivery.

However, this documentation is valuable for organizations that want to plan around investments in the technology of Microsoft CRM with a relative assurance that Microsoft has at least thought of, if not formally promised, integration point delivery.

Summary

The next version of Microsoft Dynamics CRM should exhibit considerable improvements in both form and functionality and offer even more choices to consumers of Microsoft Dynamics CRM.

As stated from the latest Microsoft SOD, the primary goals of the next version of CRM include

• Driving maximum user productivity

• Delivering business insight and collaboration regardless of the user’s role

• Enriching the sales, service, and marketing capability of Microsoft Dynamics CRM

• Providing a flexible and scalable business solution platform

Microsoft is clearly listening to user requirements/input surrounding the next version, and we’ve already seen several necessary improvements incorporated into the overall design.

If you would like to be involved in helping shape the next version of CRM, register for its Connect website located at http://connect.microsoft.com. This site provides a mechanism where feedback about its product is managed by Microsoft and can significantly affect product release functionality.