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Contents

• Dynamics CRM Solution
• SharePoint Marketing Suite CRM Updates Service Component
• SharePoint Marketing Suite Custom Dynamics CRM Workflow
• Creating Reports for CRM Workflows

Many clients who use SharePoint to manage their customer facing websites also use Microsoft Dynamics CRM to monitor leads and maintain client relationships. CardioLog allows you to integrate Dynamics CRM into the workflow for more robust report data. Here is a general outline on how the Microsoft Dynamics CRM integration works:

1. Website A website visitor ID is saved into in Dynamics CRM along with other form submission fields. This ID (named called CardioLog ID) is used to map CRM entities (to specific website visitors, including Lead, Opportunity, Contact and Customer) to specific website visitors. 
2. In Dynamics CRM, one can view the web analytic reports for a single entity (ie., web visitor) through an embedded iFrame or by clicking a direct link to the CardioLog reports.
3. In Dynamics CRM, changes in entity status triggers a "status update" event which is logged in CardioLog , and made available as part of the when an entity status changes. The update is then made available within analytic reports for the entity (ie., web visitor).
4. Dynamics CRM entity fields are automatically imported into CardioLog, and can be used as visitor segment fields in web analytic reportsto filter reports using visitor segments.
5. In CRM, a "behavioral scoring" field is added to entities and is automatically populated by CardioLog (based on the visitor's web activity).

Note: Adding customer CRM entities requires customization.

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solution solution

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Dynamics CRM Solution

This custom Dynamics CRM Solution is implemented through the CRM UI, and creates the following entity fields:

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The Dynamic CRM Solution Settings dialog 

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updates updates

CRM Updates

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Service Component

This service component has 2 functionalities:

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1. Filtering reports by CRM entities:
• Open SharePoint Marketing Suite > Report Center tab > click the desired report and select Edit
• Click Users and Groups and select the Customize option
• Enter the CRM entity name (CardioLog ID) in the Name field and then click Add 
2. Segmenting reports by CRM entity fields:
• Open SharePoint Marketing Suite > Report Center tab > click the desired report and select Edit
• Click Visitor Segments and select the Customize option
• Click the CRM entity field (under User Categories) and select the Customize option
• Enter the field value in the Name field and then click Search. Select the desired result and click the Add button to add it to the filter

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workflow workflow

Custom Dynamics CRM Workflow

This custom CRM workflow sends entity (Lead, Opportunity, Contact and Customer) events (such as status update) by calling the CardioLog SendEvent web service:

• CRM asynchronous workflow rules (using a custom workflow assembly) will react to the desired entity events.
• For each event the workflow calls CardioLog's web service and sends the relevant data.
• Event URL has the following format: CRM | entity | status | reason
  For more information about the default Microsoft CRM values for status (StateCode) and reason (StatusCode), see http://msdn.microsoft.com/en-us/library/ms914670.aspx

The Custom CRM Workflows dialog

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reports reports

Creating Reports for CRM Workflows

1. Open SharePoint Marketing Suite > From the Navigation Pane, click on Report Center tab > create a new report. For more information about how to create a report, see http://support.intlock.com/entries/20451026-6-report-center#6.1
2. Add the Page Views > Events and Visitors > Unique Users by Events reports
3. Enter "CRM" in the Portal Item URL field and click Go

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