Performance

Microsoft Dynamics CRM 3.0

Microsoft Dynamics CRM Enterprise Performance and Scalability

White Paper

September, 2007

Contents
Overview .......................................................................................... 3 Microsoft Dynamics CRM for the Enterprise ...................................... 3 Testing Methodology ........................................................................ 4
User Transaction Load .............................................................................................. 5 Database Server ..................................................................................................... 5 Tuning and Optimization .......................................................................................... 5 Hardware Environment............................................................................................. 6

Microsoft Dynamics CRM 4.0 ............................................................. 6 Conclusion ........................................................................................ 7 Additional Resources ........................................................................ 7 Appendix Tables ............................................................................... 8

MICROSOFT DYNAMICS CRM 3.0 ENTERPRISE PERFORMANCE AND SCALABILITY

Overview
Microsoft Dynamics CRM application software is designed to meet the performance and scalability requirements of large, global enterprises. Benchmark results demonstrate that a single Microsoft Dynamics CRM 3.0 instance can achieve sub-second response times with 6,000 concurrent users executing a heavy workload against a large, complex database. Large enterprises often deploy multiple parallel CRM instances in order to meet the diverse needs of different business units or geographies. Distributed across multiple instances, a Microsoft Dynamics CRM deployment can scale to meet the needs of the largest enterprises. This white paper details the benchmark results of tests conducted on Microsoft Dynamics CRM 3.0. The paper includes: A summary of the benefits Microsoft Dynamics CRM can provide to enterprise-class organizations. A description of the methods and CRM implementation used to obtain the 6,000 user benchmark. Details of the hardware configuration and optimization settings used in this test. A summary of the key test parameters and results achieved in this test.

Microsoft Dynamics CRM for the Enterprise

Microsoft Dynamics CRM is a robust suite of customer relationship management software that helps companies to achieve a 360-degree view of their customers from first contact through the entire customer interaction cycle of marketing, sales, and service. Built from the ground up on a modern services oriented architecture and designed to work natively within popular Microsoft Office productivity tools, Microsoft Dynamics CRM is designed to deliver unique benefits to enterprise customers, including: User adoption and productivity Reliable user adoption provides the complete and accurate data necessary for the fundamental success of a CRM system. Microsoft CRM is designed to provide high levels of user adoption by working the way that people work, within popular Microsoft Office productivity applications. Actionable business insight Complete and accurate data combined with powerful predictive analytics, and extensive workflow capabilities allow enterprises to proactively and consistently manage their customer processes. Performance and Scalability Microsoft Dynamics CRM is designed to deliver efficient performance with minimal hardware requirements. Highly optimized for the Microsoft Windows and SQL Server platform, the application is message based and stateless, allowing for easy horizontal scaling through standard network load balancing methods. Application flexibility Microsoft Dynamics CRM is engineered for change through the Portable Application Model. Declarative configuration is quick and accessible through the user interface

MICROSOFT DYNAMICS CRM 3.0 ENTERPRISE PERFORMANCE AND SCALABILITY

without coding or restarting servers. Customization is powerful and upgradable through the Software Development Kit (SDK), and is based on industry standards such as .NET, XML, and web services. The ubiquity of the .NET platform means that developer resources are readily available. Infrastructure manageability Enterprises face exponential manageability challenges as their applications grow and change over time. Microsoft CRM is designed to improve application manageability through multiple deployment options and integration with enterprise systems management products such as Microsoft System Center Essentials. Customers can choose between multiple deployment models that include on-premise, hosted, and hybrid. Since all deployment choices share a common architecture and data model, customers are able to change between deployment options as needs change. Built on the popular .NET platform, Microsoft Dynamics CRM leverages existing investments in technology, infrastructure, and development skills many customers already have in place.

Testing Methodology
Microsoft Dynamics CRM is optimized to deliver efficient performance with minimal hardware requirements. The benchmark tests used in this study are designed to stress the Microsoft Dynamics CRM architecture and to demonstrate that large customers can successfully deploy many thousands of concurrent users on a single instance. Based on extensive experience and research into large scale customer deployments, the tests are designed to approximate a typical enterprise use of CRM by a sales organization. Sales users are often among the heaviest users of a CRM system and provide a good basis for testing the performance of a CRM system. This test scenario was created with the Microsoft Dynamics CRM 3.0 Performance and Stress Testing Toolkit. This toolkit was created by the Microsoft Dynamics CRM 3.0 team to assist customers in testing CRM and planning CRM implementations to meet their scalability and performance requirements. Each enterprise is different. Factors ranging from industry vertical to geographic span can affect how an enterprise company uses its CRM system. This benchmark shows scalability and performance for a particular implementation of Microsoft Dynamics CRM. The Performance and Stress Testing Toolkit provides enterprise companies with a method to evaluate Microsoft Dynamics CRM for their own environment. The toolkit is available as a free download from Microsoft.com. See the Additional Resources section of this paper for the download address.

MICROSOFT DYNAMICS CRM 3.0 ENTERPRISE PERFORMANCE AND SCALABILITY

User Transaction Load

In order to accurately model heavy usage of a real-world Microsoft Dynamics CRM implementation, simulated users in this benchmark execute real business transactions, touching capabilities across Microsoft Dynamics CRM sales functionality. Each transaction consists of several discrete interactions. For example, the AccountActivityRollup transaction consists of the following Microsoft Dynamics CRM interactions: 1. From the Sales homepage, select Accounts. 2. Insert name criteria in the Find box and click Find. 3. Double click the account. 4. Select Activities. In this test, each business transaction represents an average of 5-10 commands that take 2-46 seconds to execute. These commands are executed at a rate of up to 45,000 transactions per hour.

Database Server
The benchmark transactions were performed against a database with size and complexity comparable to a real-world implementation of Microsoft Dynamics CRM. The test database included over 12.2 million business records with a total size of 52GB. See the appendix for a table showing the row counts for all tables with more than 10,000 rows at the completion of the test.

Tuning and Optimization

The environment used for this benchmark test used only standard tuning and optimization settings configured in accordance with Microsoft and industry common best practices in order to provide a reasonable facsimile of an enterprise customer environment. The Microsoft Dynamics CRM 3.0 Optimizing Performance whitepaper was used as a guide for many of the application and environment optimizations applied for this benchmark. (See the Additional Resources section of this paper for the download address.) Standard guidelines were followed for Microsoft Internet Information Services and the Microsoft .NET environment. See the appendix for a summary of IIS settings used. The CRM Deletion Service was also disabled on all the application servers. This matches the common practice in many high-volume environments, where the Deletion Service is scheduled to run during non-peak periods. Standard SQL scripts were used to ensure that table indexes on the database were not fragmented and that the statistics were up to date, helping to ensure efficient database operation. The database was configured with Max Degrees of Parallelism set to 1. Early test runs of the scripts identified several areas in which new or modified indexes would improve query performance. SQL Profiler was used to identify long running queries that were executed frequently. This information was used to carry out additional tuning of the database server.
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MICROSOFT DYNAMICS CRM 3.0 ENTERPRISE PERFORMANCE AND SCALABILITY

Hardware Environment
The application tier was deployed in a Web farm with six application servers. The application Web farm used an F5 Big-IP load balancer configured for ratio load balancing so that each server received a similar level of utilization. The database tier was deployed on a single Unisys 64-bit server. Microsoft SQL Server Reporting Services was placed on a separate tier, a common configuration in enterprise environments. Two load generation servers running Microsoft Visual Studio Team Test were used in order to reliably generate the simulated 6,000 user workload.

See the appendix for details of the hardware used in this test.

Microsoft Dynamics CRM 4.0

These benchmarks were measured on Microsoft Dynamics CRM 3.0. Similar benchmark testing is currently underway on the next version of the product, Microsoft Dynamics CRM 4.0. Microsoft Dynamics CRM 4.0 will implement several key improvements in the areas of performance and scalability which should bring corresponding benchmark improvements. These benchmarks will be available for the launch of Microsoft Dynamics CRM 4.0.
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MICROSOFT DYNAMICS CRM 3.0 ENTERPRISE PERFORMANCE AND SCALABILITY

Conclusion
This benchmark demonstrates that a single instance of Microsoft Dynamics CRM 3.0 can scale to support an enterprise implementation of 6,000 concurrent users, achieving response times under one second. Enterprises often deploy multiple CRM instances to serve the diverse needs of different business units and geographies. Based on these results, an organization with a similar data and transaction volume can expect similar results. No two enterprise implementations of Microsoft Dynamics CRM are the same. Multiple factors can affect performance, including the following: Number of records in the database Number, type, and frequency of transactions Processing power dedicated to workflows or callouts

While this benchmark demonstrates scalability under high transaction rates, customers should evaluate the requirements of their own environment before undertaking a large-scale deployment. The Microsoft Dynamics CRM 3.0 Performance and Stress Testing Toolkit provides tools to assist companies in doing this.

Additional Resources
Microsoft Dynamics CRM Home Page at Microsoft.com Download the Microsoft Dynamics CRM 3.0 Performance and Stress Testing Toolkit CRM 3.0 Optimizing Performance Whitepaper

MICROSOFT DYNAMICS CRM 3.0 ENTERPRISE PERFORMANCE AND SCALABILITY

Appendix Tables
Table 1: Benchmark test parameters summary Key Benchmark Test Parameters
Concurrent Users Tested CRM Business Transaction Rate CRM Web Request Rate Database Size CRM Application Servers Server 1 Server 2 Server 3 Server 4 Server 5 Server 6 CRM Database Server 8 core, 3.4 GHz, 32 GB RAM 4 core, 2.8 GHz, 64 GB RAM 4 core, 2.8 GHz, 32 GB RAM 4 core, 2.8 GHz, 32 GB RAM 4 core, 2.8 GHz, 32 GB RAM 2 core, 3.06 GHz, 4 GB RAM Unisys ES3700, 32 core, 128GB RAM 6,000 35,037/hour 381,304/hour 52 GB

Table 2: Benchmark results summary Key Benchmark Test Results

Atomic Web Request response time CPU Utilization CRM Servers CPU Utilization SQL Server 846 ms 9%-19% 75%

Table 3: Row counts for all tables with more than 10,000 rows at the completion of the test. Table
Account Contact CustomerAddress ActivityParty ActivityPointer Annotation Appointment Email

Total Rows
195,916 235,519 969,665 14,285,635 5,050,209 1,296,764 386,861 793,555

Approximate Rows/User
33 39 162 2,381 842 216 64 132 8

MICROSOFT DYNAMICS CRM 3.0 ENTERPRISE PERFORMANCE AND SCALABILITY

Fax Letter OpportunityClose OrderClose PhoneCall QuoteClose Task Lead LeadAddress Opportunity OpportunityProduct Quote QuoteDetail SalesOrder SalesOrderDetail Invoice InvoiceDetail Incident Calendar CalendarRule DocumentIndex InternalAddress KbArticle PrincipalObjectAccess Queue QueueItem Resource SystemUserPrincipals UserQuery

329,982 329,907 430,645 331,844 338,932 407,908 1,700,572 386,540 773,080 772,658 822,408 627,626 423,132 500,681 166,899 163,689 282,689 458,506 12,005 12,004 51,124 22,006 51,124 3,759,582 12,004 2,320,901 11,002 18,006 264,088

55 55 72 55 56 68 283 64 129 129 137 105 71 83 28 27 47 76 2 2 9 4 9 627 2 387 2 3 44

Table 4: IIS tuning Setting

maxWorkerThreads maxIoThreads maxconnectionMaxconnection 9

Value
100 100 12*n (n = number of CPUs)

MICROSOFT DYNAMICS CRM 3.0 ENTERPRISE PERFORMANCE AND SCALABILITY

minFreeThreads minLocalRequestfreeThreads minWorkerThreads Web Garden worker processes

88*n 76*n 50 1

Table 4: Database server hardware Database Server

Manufacturer Model Operating System Processor Network Adapter RAM Software SAN Data Log TempDb Unisys ES7100 Microsoft Windows Server 2003 Data Center 64-bit 32 core, 3.3 GHz 1 GB NIC 128 GB SQL Server 2005 SP2 16 Spindles 100 GB RAID 1+0 50 GB RAID 1+0 50 GB RAID 1+0

Table 5: Load balancer hardware Load Balancer

Manufacturer Model Balancing Algorithm F5 BIG-IP Ratio

Table 6: Application server 1 hardware Application Server 1

Manufacturer Model Operating System Processor Network Adapter HP Proliant DL580 G4 Windows Server 2003 EE SP1 8 core, 3.4 GHz 1 GB NIC 10

MICROSOFT DYNAMICS CRM 3.0 ENTERPRISE PERFORMANCE AND SCALABILITY

RAM Software

32 GB Microsoft Dynamics CRM 3.0 Rollup 2

Table 7: Application server 2 hardware Application Server 2

Manufacturer Model Operating System Processor Network Adapter RAM Software Dell PowerEdge 6950 Windows Server 2003 EE SP1 4 core, 2.8 GHz 1 GB NIC 32 GB Microsoft Dynamics CRM 3.0 Rollup 2

Table 8: Application server 3 hardware Application Server 3

Manufacturer Model Operating System Processor Network Adapter RAM Software Dell PowerEdge 6950 Windows Server 2003 EE SP1 4 core, 2.8 GHz 1 GB NIC 32 GB Microsoft Dynamics CRM 3.0 Rollup 2

Table 9: Application server 4 hardware Application Server 4

Manufacturer Model Operating System Processor Network Adapter RAM Software Dell PowerEdge 6950 Windows Server 2003 EE SP1 4 core, 2.8 GHz 1 GB NIC 64 GB Microsoft Dynamics CRM 3.0 Rollup 2

Table 10: Application server 5 hardware

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MICROSOFT DYNAMICS CRM 3.0 ENTERPRISE PERFORMANCE AND SCALABILITY

Application Server 5
Manufacturer Model Operating System Processor Network Adapter RAM Software Dell PowerEdge 6950 Windows Server 2003 EE SP1 4 core, 2.8 GHz 1 GB NIC 32 GB Microsoft Dynamics CRM 3.0 Rollup 2

Table 11: Application server 6 hardware Application Server 6

Manufacturer Model Operating System Processor Network Adapter RAM Software HP Proliant DL380 Windows Server 2003 EE SP1 2 core, 3.06 GHz 1 GB NIC 4 GB Microsoft Dynamics CRM 3.0 Rollup 2

Table 12: Load generation server 1 hardware Load Generation Server 1

Manufacturer Model Operating System Processor Network Adapter RAM Software HP Proliant DL580 G4 Windows Server 2003 EE SP1 8 core, 3.4 GHz 1 GB NIC 32 GB Microsoft Visual Studio Team Test

Table 13: Load generation server 2 hardware Load Generation Server 2

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MICROSOFT DYNAMICS CRM 3.0 ENTERPRISE PERFORMANCE AND SCALABILITY

Manufacturer Model Operating System Processor Network Adapter RAM Software

HP Proliant DL585 Windows Server 2003 EE SP1 4 core, 2.6 GHz 1 GB NIC 32 GB Microsoft Visual Studio Team Test

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MICROSOFT DYNAMICS CRM 3.0 ENTERPRISE PERFORMANCE AND SCALABILITY

Microsoft Dynamics is a line of integrated, adaptable business management solutions that enables you and your people to make business decisions with greater confidence. Microsoft Dynamics works like and with familiar Microsoft software, automating and streamlining financial, customer relationship and supply chain processes in a way that helps you drive business success. U.S. and Canada Toll Free 1-888-477-7989 Worldwide +1-701-281-6500 www.microsoft.com/dynamics

The information contained in this document represents the current view of Microsoft Corporation on the issues discussed as of the date of publication. Because Microsoft must respond to changing market conditions, this document should not be interpreted to be a commitment on the part of Microsoft, and Microsoft cannot guarantee the accuracy of any information presented after the date of publication. This White Paper is for informational purposes only. MICROSOFT MAKES NO WARRANTIES, EXPRESS, IMPLIED, OR STATUTORY, AS TO THE INFORMATION IN THIS DOCUMENT. Complying with all applicable copyright laws is the responsibility of the user. Without limiting the rights under copyright, no part of this document may be reproduced, stored in or introduced into a retrieval system, or transmitted in any form or by any means (electronic, mechanical, photocopying, recording, or otherwise), or for any purpose, without the express written permission of Microsoft Corporation. Microsoft may have patents, patent applications, trademarks, copyrights, or other intellectual property rights covering subject matter in this document. Except as expressly provided in any written license agreement from Microsoft, the furnishing of this document does not give you any license to these patents, trademarks, copyrights, or other intellectual property. 2007 Microsoft Corporation. All rights reserved. Microsoft, the Microsoft Dynamics Logo Microsoft Dynamics, Visual Studio, and Windows Server are either registered trademarks or trademarks of Microsoft Corporation in the United States and/or other countries.

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