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Microsoft CRM is new player on the CRM software market. Thewhole conception behind CRM seems to be different. [link widoczny dla zalogowanych] In case oftraditional CRM software (Siebel, Oracle) - the [link widoczny dla zalogowanych] application wasdesigned with platform independence in mind. Microsoft CRM isdedicated [link widoczny dla zalogowanych] to Microsoft technology and so deploys all theMicrosoft tools: Windows Active Directory, Microsoft Exchange2003/2000, SQL Server, Crystal Reports Enterprise, Biztalkserver, Microsoft Outlook, Internet Explorer, Microsoft GreatPlains as backend, etc. If you are software developer, databaseadministrator or [link widoczny dla zalogowanych] web designer who is asked: how do we customizeMicrosoft CRM - we are giving you directions in this article.1.Microsoft CRM SDK - this is software development kit with C#and partly VB.net code samples - it is supported by MicrosoftBusiness Solutions technical support. It is based on web servicecalls, if you are C# .NET developer - you are excellentlypositioned to do this type of customizations. This is thepreferred modification scenario and this should be easilyupgradeable customization. VB.Net examples will be availablesoon. 2.Legacy SQL Data integration. This is also [link widoczny dla zalogowanych] easy and safe.If you have SQL database, sitting on the same or linked SQLServer - you can create ASPX .Net application [link widoczny dla zalogowanych] and simplyintegrate it into CRM. You can place it on the navigation bar ormenu in isv.config - please refer [link widoczny dla zalogowanych] to MS CRM [link widoczny dla zalogowanych] SDK 3.Legacy ASPintegration - this is somewhat more sophisticated. You have todeploy [link widoczny dla zalogowanych] CRM which is.Net based and ASP which is legacy IIS. The trick is - you haveto have INI file [link widoczny dla zalogowanych] with security settings to penetrate into MS CRMwith proper credentials, calling web service. 4.MicrosoftExchange Programming. Microsoft CRM has Exchange connector -which moves CRM incoming email to MS if it has GUID in itssubject. You can alter this logic (for instance - move email toCRM if it doesn't have GUID but it is from the sender who iscontact or account in MS CRM). Refer to MS Exchange SDKonsyncsave event handling. Then simply apply some MS CRM SDKprogramming - you [link widoczny dla zalogowanych] [link widoczny dla zalogowanych] need some COM+ objects creation and VBprogramming experience. 5.Direct SQL touch - in #4 above Idescribed you the scenario with MS Exchange handlers - [link widoczny dla zalogowanych] thiswould be ideal world if MS CRM SDK does the job. [link widoczny dla zalogowanych] But - in realworld this is not always true - you have to do direct flagscorrection in CRM database (like making Activity closed, movingemail attachments/octet streams, etc). This is not supported byMBS technical support - but you can rescue to this technique ifyou have to get job done. 6.MS CRM Customization tool - this israther end-user tool and we don't describe it here - read themanual. We've described above the options to use when this tooldoesn't do the job 7.Crystal Reports - feel free to createCrystal report - tables and views structure is self explanatory.Try to avoid the temptation to create your own SQL view orstored procedure in MS CRM database, instead - create customdatabase and place your view and stored proc in it. Happycustomizing, modifying and developing! If you want us to do thejob - give us a call 1-866-528-0577! [link widoczny dla zalogowanych]