In this blog post, I would like to provide high-level
details of the CRM functionality available within Microsoft Dynamics AX, an ERP
system. In doing so, I am using Microsoft Dynamics AX 2012 R3 with Cumulative
During the Sales discussions with Customers who need both
the ERP & CRM functionalities, the question that arises is whether to use
functionality available in AX or to go for Dynamics CRM. I have witnessed a
couple of customers implement both Microsoft Dynamics CRM and Microsoft Dynamics
AX for different business groups and then integrate them using the Connector or
one of the Enterprise Application Integration (EAI) tools. A few others build a
part of ERP functionality using xRM while some others took advantage of CRM
functionality available within their ERP system. In addition to the
functionality offered, factors such as required UI, deployment architecture,
Microsoft SharePoint & Microsoft Office integration, data integration needs
etc. have to be analyzed and thorough due-diligence has to be done for a
specific customer to determine the best solution option.
While Dynamics CRM is Microsoft’s flagship product for CRM
functionality, you can take advantage of the CRM functionality in AX and derive
benefits such as
- No additional license cost for CRM
- No integration requirement as the functionality is
addressed within AX
- Users don’t have to switch between applications for a
business process (Example: Opportunity to Invoice)
Outlook Synchronization: Contacts, Tasks and
Appointments can be synchronized with Outlook
- Lead Management: Lead qualification process,
Responsibility distribution, Bing Map integration
- Prospect Management: This is where the relationship
management begins before it matures into vendor or customer.
- Opportunity Management: Prognosis, Sales Process,
Competitor details, SWOT Analysis, Responsibility distribution, Pipeline
- Contact Management: Outlook synchronization,
- Activity Management: Task, Appointment, Event &
- Product Configuration: Provides for complex product
- Quote, Order & Invoice Management: Complete process
of creation and maintenance of these sales activities
- Customer Management: 360 degree view, Credit, payment
details, Sales demographics, Financial dimensions, Collection, Invoice and
Delivery, Service, Marketing details, Statistics etc.
- Marketing Lists: Target lists
- Telemarketing: Call lists, Call distribution, CTI
- Email Marketing: Basic campaign broadcast via email is
- Social Marketing: Publish Retail discounts on Facebook
and Twitter using Microsoft Site Services solution, ‘Advertise retail promotions
on Facebook or Twitter’.
- Campaign Management: Campaign activity planning and
execution, campaign resource management and budgeting using projects in relation
to campaign, Broadcast, Response management
- Survey Management: Use Questionnaires in AX to design,
distribute, complete and analyze the survey
- Call Center: Customer service, Catalogs, Orders, Payment
- Case Management: Case Management process, Knowledge
- Field Service Management: Service Agreement, Customer
Inquiries, Service Orders, RMA, Technician/resource management, Billing
addition to the functionalities mentioned above Microsoft Dynamics AX supports
features like advanced search, de-duplication, transaction log, reports,
workflows etc. that can help you build a good CRM solution. Remember that
Microsoft Dynamics AX is not designed to serve the CRM strategies alone and
might lack some of the CRM capabilities. However, it is a workhorse that can
help your business in getting the Holy Grail of CRM (360-degree view of
Working with KnockoutJS and other frameworks makes you learn new tricks. I had to learn a new trick just few days back and I thought I should share it here.
I am hoping someone might read this and either save some time or maybe come back and suggest me an alternative.
Here is how I did it:
Added this CSS to my page:
And this HTML Markup:
The Microsoft CRM Email Router Service will not start every time you start it manually from Services and throws an error message "The Microsoft CRM Email Router service on Local Computer started and then stopped. Some services stop automatically if they have no work to do, for example, the Performance Logs and Alerts service."
Event log entries say:
Event Type: Error
Event Source: MSCRMEmail
Event Category: None
Event ID: 0
#16192 - The E-mail Router service could not run the service main background thread. The E-mail Router service cannot continue and will now shut down. System.Configuration.ConfigurationErrorsException: The E-mail router service cannot access system state file Microsoft.Crm.Tools.EmailAgent.SystemState.xml. The file may be missing or may not be accessible. The E-mail Router service cannot continue and will now shut down. ---> System.Xml.XmlException: Root element is missing.
This means your Email Router configuration file is corrupted.
You need to go to C:\Program Files\Microsoft CRM Email\Service and delete the Microsoft.Crm.Tools.EmailAgent.SystemState.xml file. Try to re/start the Email Router Service. This should resolve your problem.