What is the purpose of the Chat in Microsoft Dynamics CRM?
The purpose of the chat inside of Microsoft CRM is to allow CRM users ask questions about how to use the system without leaving the program. Moreover they will ask people who have a substantial experience with Dynamics CRM and what is most important are really willing to help the user to perform what he needs. Their end goal is to educate the users and help them to get their tasks done.
What will I need to install on my CRM if I am a Microsoft CRM partner?
You will need to install CRM Connector application and our chat server with Chat Configurator administrative application.
CRM Connector module is installed with a guided installer too for the integrator’s Dynamics CRM in order to create service activity and case records there. It’s not mandatory to install it on the same machine where CRM is setup.
For client's CRM in its turn OnlineHelp application is setup with step-by-step installer. It is integrated into CRM via update of the Microsoft CRM customization. Your customers will have the OnlineHelp button in the main toolbar of their Dynamics CRM, by clicking on which OnlineHelp chat window is popped up and a user can get help.
Chat server is the most important component that is implemented as a web application that works over XMPP protocol and provides XMPP clients with capability to send and receive messages through this server. Clients (their client identifier) need to be registered on the server. It is best to host the chat server on a separate server machine.
Chat Configurator is a Flex-based application providing the administrative interface for managing OnlineHelp customer installations, support operators’ accounts, viewing chat history, etc. It’s copied to the machine, where chat server is running.
Also you need to install instant messengers that support XMPP protocol for your chat operators. There are plenty available free of charge: e.g. Psi, Miranda, Bombus and others, which work on different platforms including smart phones.
What will I need to install on my customer’s CRM? How will it look like?
The installation of WaveAccess OnlineHelp is a simple process and consists of the two steps: installation of WaveAccess OnlineHelp web application and deployment of the customization for a particular CRM organization.
Installation of the ASP.NET web application that is integrated in CRM via update of Microsoft CRM customization. It consists of the flash chat client and WaveAccess OnlineHelp deployment manager. The installation of the WaveAccess OnlineHelp web application is performed through a desktop WaveAccess OnlineHelp straightforward installer.
Since Microsoft CRM 4.0 supports multi-tenancy, and each organization can have its own CRM customization, WaveAccess OnlineHelp deployment manager allows CRM integrator’s administrator to select the appropriate CRM organization and update its customization (the OnlineHelp button is added to the main Dynamics CRM toolbar).
What technologies are used?
For server part we need to install Openfire chat server, Microsoft Dynamics CRM 4.0, Flash Player version 9.0 or later and XMPP protocol messengers for support operators.
For clients part we use only Flash Player version 9.0 or later and Microsoft Dynamics CRM 4.0.
What if I’d like to include the chat within my own Dynamics CRM vertical customization?
Is the source code available? May I change the source code?
Yes the source code of our OnlineHelp is available and you can change it as you want after an agreement with WaveAccess.
How much does OnlineHelp cost?
OnlineHelp product cost is 715€ and includes the license for one CRM organization (535€) and OnlineHelp installation for the end customer’s CRM, performed by WaveAccess (180€). As Microsoft Dynamics CRM integrator you can install OnlineHelp yourself, in this case installation cost of 180€ is not charged.
If you prefer to use WaveAccess chat server hosting instead of your own, after first three months it will cost you 22€ per month per 10 support operators.