{"id":5047,"date":"2017-12-28T19:00:54","date_gmt":"2017-12-28T19:00:54","guid":{"rendered":"https:\/\/patrickmouwen.com\/functional\/1yr-with-ax7-data-management-my-top-12-learnings-copy\/"},"modified":"2024-01-26T11:55:48","modified_gmt":"2024-01-26T11:55:48","slug":"dynamics-365-crm-and-erp-interaction","status":"publish","type":"post","link":"https:\/\/patrickmouwen.com\/functional\/dynamics-365-crm-and-erp-interaction\/","title":{"rendered":"Dynamics 365 CRM and ERP interaction"},"content":{"rendered":"

Overlooking many recent Dynamics 365 implementations, it seems that Microsoft’s marketing strategy of ‘marrying’ Dynamics AX and CRM into one Dynamics 365 family is paying off. More and more customers are choosing for the package deal of Operations and Sales. However, as always, the marketing machine is ahead of the troops: with the current state of the integration of the products, we need to be creative in order to make the two systems feel like one.<\/p>\n

In this blog post I’ll unveil an effective way to let Microsoft Dynamics 365 for Sales (CRM) interact with Microsoft Dynamics 365 for Finance and Operations (ERP)…<\/p>\n

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Introduction<\/h2>\n

Most of us will have some affinity with the Common Data Service<\/strong>, which can also be used to exchange data between Dynamics 365 for Sales (CRM) and Dynamics 365 for Finance and Operations (ERP)<\/a>. However, first of all Common Data Service does not offer real time capabilities<\/span> at the moment of publishing this blog post. Second, this information exchange happens\u00a0behind the scenes<\/em> (on data\/service level<\/span>). But in order to make D365S and D365FO feel like one system, we need a different kind of interaction. An interaction which builds upon real time\u00a0<\/em>exchange of information and which builds upon data interaction on form level<\/em><\/span>: creating a new D365FO sales order from D365S should offer an experience which is close to ‘native’ D365FO experience.<\/p>\n

Concepts for\u00a0CRM and ERP interaction<\/h2>\n

In a recent project context, the customer was looking to emphasize D365S as master system for Customer management and Customer interaction and to emphasize D365FO as their selling system. Therefore, all users were envisioned to work from a 360 degree customer dashboard in D365S which was also CTI<\/a> enabled (=telephone integrated). Customer interaction in D365S could<\/em> result in offering a quotation or direct sales which then required to bring the user into the D365FO sphere. In order to make this a seamless experience for the user, we evaluated two concepts:<\/p>\n

1. Hub-2-Hub<\/span>: in this concept, the user has one “Open in Call center” button which opens the D365FO Customer Service<\/strong> form for the Customer Account currently selected in D365S<\/em>. This\u00a0Customer service<\/strong> form then offers the out-of-the-box D365FO features to create or edit an existing sales order or return order (quotation was added by minor modification).
\n\"D365S<\/a><\/p>\n

See this concept in action (example):<\/p>\n