Date Approved


Degree Type

Open Access Thesis

Degree Name

Master of Science (MS)

Department or School

Computer Information Systems

Committee Member

Stevan Mrdalj, PhD, Chair

Committee Member

David Dobrzykowski, PhD


Simulation-based training offers significant benefits for employee education, but many software packages do not offer tools that can easily accommodate this type of training. This paper argues that the use of Service-Oriented Architecture can make it possible to create software-assisted simulated business environments as a method of training employees. I present the advantages and challenges of simulation as a training paradigm. I then discuss the obstacles to the creation of simulations for CRM training and offer web services as a possible solution. I describe in detail a software application that makes use of the web services interface of a CRM system. This project successfully demonstrates that web services can enable the use of simulation-based training when software does not directly include such tools.