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This product reached the end of support date on March 31, 2021.

Support for CRM applications?

kim_ee_ng
Inactive

What is our roadmap to support these CRM vendors (Microsoft Dynamics, Salesforce.com, SAP and Oracle) from DCRUM and AppMon/UEM perspective?

3 REPLIES 3

pawel_siwek1
Inactive

DC RUM supports currently performance monitoring of all on-premise hosted CRM web applications. This can be achieved with HTTS(s) analyzer (for front-end), Oracle or TDS analyzer (for database), LDAP (for authentication), MQ/ SOAP/ RMI / RFC decodes (for middleware).

There are successful deployments where customer use DC RUM for SAP CRM, Oracle Siebel and Microsoft Dynamics.

For Siebel there is out of the box configuration template included as Packaged Application. For others we provide configuration guidelines.

Different situation is for SaaS CRM like SalesForce. As it's encrypted communication, and the SSL key belongs to SalesForce it's not possible to get transaction level visibility. However DC RUM is still able to uniquely identify communication between users and SalesForce cloud providing with usage (bandwidth, bytes) and connectivity (failures) information.

Luca_Valentini
Dynatracer
Dynatracer

Thanks Pawel for your answer.

A customer here is also interested in monitoring SalesForce:

1. could you please articulate more about what DC RUM can monitor and report by now?

2. will Ruxit and/or nextgen Dynatrace platform (cloud based/native Agents) support a better monitoring of SalesForce?

Thanks a lot

pawel_siwek1
Inactive

With DC RUM you can use two monitoring techniques to monitor performance of SalesForce:

1. You can use network probe that will provide you with information on SalesForce usage for all on-premise users. DC RUM AMD automatically detects the traffic with SalesForce and reports what is the bandwidth usage for the connect and can identify what client IP addresses where accessing SalesForce. This will help you with identification of business impact in case of performance problems.

2. You can use synthetic monitoring (for example Private Last Mile agents) and create tests for key business transactions that will provide you with performance insight for on-premise users.

Combination of those 2 approaches provides you with both end-user performance and business impact context.