The Object Model
The object model is your view to the objects used in Microsoft CRM. It leverages a set of metadata components that create SQL statements on the fly, providing you with the ability to support create, retrieve, update, and delete methods with very little coding. The object model sits below the APIs. It supports Microsoft CRM requirements for passing workflow and back-office events to other external systems.
In Microsoft CRM, the platform consists of several high-level areas.
Sales force automation
This provides salespeople with access to critical customer information and tools that enhance their ability to sell products and services and manage their time effectively. Sales force automation encompasses the following:
- Opportunity and lead management. Finding and managing leads and opportunities.
- Contact management. Creating and keeping customers by tracking personal information.
- Account management. Creating and keeping customers by tracking information about the customers' business.
- Sales processes. Converting a lead to an opportunity and then to a closed sale.
- Competitor and referral libraries. Tracking where leads come from and who competes for the customer.
- Sales force management. Managing sales quotas and commissions.
- Quote generation. Making it easy for the salesperson to get the right price to the customer quickly.
- Sales order and invoice generation. Managing quotes, orders, and invoices.
- Activity management. Handling e-mail, phone calls, fax transmittals, letters, tasks, and appointments.
Product catalog management
This allows business units to manage a full-featured product catalog, including support for complex pricing models.
Customer service and support
This enables the enterprise to effectively and efficiently address customer questions, problems, or issues. Although customer satisfaction is the primary goal, many organizations are seeking to increase revenues and also provide customer service through cross-selling to existing customers. Customer service and support encompasses the following:
- Knowledge Base. Helping customers find answers to their questions.
- Customer care. Managing pre-sale and post-sale customer interactions.
- Case Management. Handling customer interactions.
- Contract Management. Managing contracts with customers.
- Queue Management. Handling work queues dealing with customer issues.
For more details, refer to Microsoft CRM Object Model.