Deployment

• Solution import

• Settings

• Personal Options

Application

• Data import

• CRM for Outlook

• Mobile access

• Business rules and processes

Customization

• Configuration

• Reports and dashboards

Why xRM?

Expand the productivity of your Office 365 services with Microsoft Dynamics CRM Online, pre-configured with xRM Industry Solutions

Microsoft Dynamics CRM Online Capabilities

xRM Industry Solutions

• e-Marketing

• Sales (methodology) eg. Miller Heiman

• Service (Help Desk)

• Project and time management

• Asset and knowledge management

• Document management

• Legal

• Accounting Professional Services

• Finance

• IT

• Membership

• Sports

• Real estate

• Insurance

• Vehicle and boat sales

• Small business

• Churches

Solution importSettingsPersonal Options

Deployment Choice:Microsoft Dynamics CRM Server

On Premises/

Private Cloud

Customer

Solution Provider

On-Premise Servers Customer Management:

→ IT manages CRM in-house

→ IT purchases & installs software/hardware

→ IT provides storage, network, and datacenters to achieve global scale

Typical Deployment Approach

→ Deploys using virtualization or physical installation

→ Deploys in own datacenter

→ Handles all troubleshooting, updates and upgrades

→ Achieves compliance as required by business

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Deployment Choice:Microsoft Dynamics CRM Online

Public Cloud SaaS

Dynamics

CRM Online

US Government

Cloud for CRM

Microsoft

Microsoft Management:

→ Delivers a complete SaaS service

→ Secures and manages for customer

→ Provides global datacenters, hw/sw, networking to customer

→ Manages application, hardware, network

→ App/Data accessible to customer

Microsoft Deployment Approach:

→ Deploys instantly into Microsoft’s Global Datacenters

→ Certifies & ensures compliance for Commercial & Government Customers

→ Integrates CRM Online with Office365 & Azure for ease of use and single sign on

→ Works with customers on major application upgrades

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Microsoft-Hosted

The Business Value of Cloud Based CRM

1

Benefits at the Intersection of CRM and the Cloud

Benefits at the Intersection of CRM and the Cloud

Cloud CRM Frees Up IT Assets and Budget

Cloud CRM Enhances the End-User Experience

Cloud CRM Enables Mobile Sales

2

3

4© IDC

Microsoft Confidential. For internal use only.

9

Dynamics CRM Online Powers Agile Topline Growth Quicker Than On-Premises CRMs

© 2015 Forrester Research, Inc. Reproduction Prohibited

47%Incremental revenue gain from

faster CRM deployment

21%Avoided upfront infrastructure

costs

20%Avoided costs of on-premises

CRM software licenses

11%Reduced ongoing CRM

maintenance & support costs

Solution Components

User Interface

Forms

Views

Charts

Dashboards

SiteMap

Ribbons

Schema

Entities

Fields

1:N / N:N Relationships

Option Sets

Miscellaneous

Security Roles

Field Security Profiles

Connection Roles

Reports

Solution Publisher

System Settings

Templates

Email

Contract

KB Article

Mail merge

Processes / Steps / Code

Workflows

Dialogs

Business Process Flows

Business Rules

Actions

Web Resources

Plug-in Assemblies

SDK Message

Processing Steps

Import a Solution

• Updates components already in the system.

• Adds new components.

• Dependent components must already be in the

target system, or be included in the Solution.

• Managed Solution keeps components.

• Solution can be removed to delete all components.

• Unmanaged Solution cannot be “uninstalled”

• Writes changes into the Default Solution.

• Can be removed but changes remain in the system.

Export a Solution

• Export Solution and all the components in it as a

compressed file in .zip format.

• Filename is Solution Name + Version by default.

• Contains XML, XAML, .DLL, images and other files.

• Warning if dependent components are missing.

• Managed Solutions are for distributing

customizations, such as ISV add-ons.

• Internal developments usually use Unmanaged.

• Default Solution can be exported (Unmanaged).

Deploying changes using Solutions

Development User Acceptance

Testing (UAT)

Live / Production

Environment

1.01.1

1.1

1.2 1.1 1.1

Feedback

ConfigurationReports and dashboards

Introduction to Entity Customization

• An Entity is a type of record.

• Examples: Account, Case, Article, Business Unit.

• Table in the database stores data records.

• Metadata describing how the entity is presented to

users, such as Display Name.

• A Form displays a single record.

• Contains fields, sub-grids, and other components.

• Provides client-side scripting and features such as

Business Process Flows and Business Rules.

Introduction to Entity Customization (cont.)

• A View displays a list of several records.

• Filter criteria define the records that are displayed.

• View columns contain field values.

• A Chart provides a visualisation of data.

• Used in combination with a view that filters records.

• A Field contains one piece of data.

• Column in the entity table.

• Control on a form, column in a view.

• Also known as “attribute”, especially by developers.

Customizing an Entity

• You must publish the entity for the changes to

take effect if you modify properties of:

• Entity, field, form, view or chart components.

• All components in an entity node of the solution

explorer are published together, no selective publish.

• New components are published on first save.

• If you use Save As to make a copy, this copy is

published, not the changes you later make.

Component Dependencies

Dependent components that rely on this one

Required components that this one must have

Microsoft Dynamics CRM 2013 Field TypesField type SQL data type Description Space (bytes)

Single line of Text nvarchar(n) Short text no longer than 4,000 characters2 × number of

characters (n)

Option Set intA pick-list of options, stored as an integer with associated labels.

Either specific to a field, or a global list available to all fields.4

Two Options bit 0 or 1; Displays Yes or No; True or False or any other two values. Up to 1

Image uniqueidentifier A foreign key value (GUID) that will link to an image record. 16

Whole number int Integer from -2,147,483,648 to +2,147,483,647 4

Floating Point Number float Numbers with up to 5 decimal places. Range ± 100,000,000,000 8

Decimal Number decimal Numbers with up to 10 decimal places. Range ± 100,000,000,000 13

Currency moneyA number representing a currency value with up to 4 decimal

places and in the range ± 922,337,203,685,477.8

Multiple Lines of Text nvarchar(max)Text that will extend over more than one line.

Can hold up to 100,000 characters

2 × number of

characters

Date and Time datetime Stored internally as UTC date and time; displayed in local format. 8

Lookup uniqueidentifier A value (GUID) that will link to a record of a particular entity. 16

“Information is the oil of the 21st century, and analytics is the

combustion engine.”

- Peter Sondergaard, senior vice president at Gartner

CRM Online and Microsoft Dynamics CRM 2015 and earlier versions (on-premises)

General Dashboards

• Microsoft Dynamics CRM

Overview Dashboard

• Microsoft Dynamics CRM

Social Overview Dashboard

Customer Service Dashboards

• Customer Service Manager

Dashboard

• Customer Service

Representative Social

Dashboard

• Customer Service

Performance Dashboard

• Customer Service Operations

Dashboard

• Customer Service

Representative Dashboard

Sales Dashboards

• Sales Activity Dashboard

• Sales Activity Social

Dashboard

• Sales Dashboard

• Sales Performance Dashboard

Marketing Dashboards

• Marketing Dashboard

• Marketing Social Dashboard

A salesperson tracking opportunities needs a different dashboard than a sales manager or executive

focused on performance. With CRM, you can pick the right dashboard for your role, whether you’re in Sales,

Service, or Marketing, and depending on your focus. Pick from any of the following built-in dashboards.

System dashboards User dashboards

Created by a system admin or system customizer Created by any user

Created in the Settings area Created in a user’s work area: Sales, Service, or Marketing

Must be published to be visible Do not need to be published to be visible

Visible to everyone in the organization, although they

can be “hidden” by using security roles

Visible only to the user who creates them, although a user can

share a dashboard or assign to another user

The system admin or system customizer can set a

particular dashboard as the default dashboard—the one

everyone sees when they start CRM—for the whole

organization.

A user can set their own default dashboard, overriding the

default dashboard set by the system admin or system

customizer.

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1 Select the component.

2 Choose the More (three dots) button at the top of the screen, and then choose an option. In this

case, choose Increase Height.

1 2

Data importCRM for OutlookMobile accessBusiness rules and processes

Microsoft Dynamics CRM Online, or Microsoft Dynamics CRM 2013 or 2015 (on-premises)

Column Name in spreadsheet

(spelling must match exactly)

First Name

Middle Name

Last Name

Business Phone

Mobile Phone

Job Title

Business Street

Business City

Business State

Business Postal Code

Business Country/Region

Email Address

You’ll use the Import Data wizard to import your contacts.

If your screen looks like this (latest version):

For Sales, Service, or Marketing, go to Contacts. Choose Import Data.

If your screen looks like this (older version):

Choose Microsoft Dynamics CRM > Sales, Service, or Marketing.

Go to Contacts. Then, choose Imports > Import Data.

.

To verify that the wizard was successful, choose Imports, then review the report. Otherwise, choose Finish.

After you run the wizard, check your list of contacts in Microsoft Dynamics CRM to make sure they imported correctly.

1. For Sales, Service, or Marketing, go to Contacts.

2. Scroll through the contact list. Check that each person is listed, and verify the contents of the fields for accuracy.

Integration with Microsoft Outlook (2013, 2010 & 2007)

Track emails in CRM

Track appointments in CRM

Active People view

Person “Contact” (role-based) form (Social Insights)

http://idcdocserv.com/247643

Access AnywhereMobile Productivity• Right data at the right time on the right device, even offline• Outcome driven user experience

Build Once, Deploy Anywhere• Tailored app for tablets (iPad, Android & Windows)• Simplified phone apps on multiple platforms

Mobile SDK• APIs for custom development• Templates for various mobile platforms including Azure

Secure Data Access• Mobile Device (MDM) and App (MAM) protection• Consistent security roles & privileges

TIP:

Several ready-to-use processes for common business scenarios are

available. Find out how to add them to your system.

Microsoft Dynamics CRM Online & Microsoft Dynamics CRM 2015

To help you work with customers, each stage and step is clearly outlined in the process bar at the top of the

screen. You’ll see the process bar when you work on certain types of customer records, like leads or opportunities.

Choose a stage in

the process bar to

see the steps

involved.

Choose a field to

type in the details.

The best way to learn about how

business processes help you work

with customers is to look at an

example.

Let’s look at a standard business

process for working with leads.

If your screen looks like this (latest version):

Go to Sales > Leads.

If your screen looks like this (older version):

Go to Microsoft Dynamics CRM > Sales > Leads.

When you work with a lead, the process bar shows you all the steps you need to follow to complete each

stage successfully. It’s your roadmap to getting things done.

A lock means this stage moves

the lead to another record

type, such as an opportunity.

A check mark

means the

step is

complete.

A flag shows the

current stage.

You can edit fields directly on the process bar.

Choose a field within a step to type in details.

Steps automatically receive a check mark when you

complete them.

As you complete the steps, each stage provides guidance about what to do next, and helps you see your progress.

Choose a stage to

preview the steps in it.

Choose Next Stage

to advance through

the process.

When you’ve completed all the steps, you’ll need to advance to the next stage. You can move to another

record type – for example, a lead can become an opportunity as you nurture a deal.

List of available

records

Click or tap Next Stage,

and then select the next

record type.

1

Discover mid-stream that you need to follow a different process for a customer? No problem.

Choose … , and then

choose Switch Process.

Select a different process.

Choose Select.

Deployment

• Solution import

• Settings

• Personal Options

Application

• Data import

• CRM for Outlook

• Mobile access

• Business rules and processes

Customization

• Configuration

• Reports and dashboards

xRM Productivity &

Industry Solutions

• www.xRM.website

Dicker Data Cloud

Marketplace• www.DickerData.com.au

Microsoft Dynamics CRM• http://www.microsoft.com/en-

au/dynamics/crm.aspx

• http://www.microsoft.com/en-

us/dynamics/crm-customer-

center/default.aspx

+

Thank you