Microsoft Dynamics CRM 2013 What’s New

Agenda

Introduction Reimagined User Experience Process Agility Mobile Client App Yammer Integration Outlook Client & Exch Sync Upgrade process Business Rules Extensibility

Client Server

Closure

INTRODUCTIONMake Business Personal with Microsoft Dynamics CRM

20% expect a responsewithin 1 hour via social media

Rise of the social customer

44% of

consumers complain via social media

of the way through the buying cycle before they contact you

57%Buyers today are over

84% of

organizations have remote workers

Changes in how we work

65% of

companies are deploying at least one social software tool

Average of 4 consumer devices used every day

of Fortune 500 companies will deploy new mobile applications this year80%

Trends shaping customer experiences

The age of the customer

Engage

Nurture

Match

Microsoft Dynamics CRM makes business personal

Contextual data helps you glean insights so you can be effective

Anywhere access to the people and resources you need for success

PERVASIVELY CONNECTED

Simple and immersive interface helps you get things done

INTUITIVE DESIGN ACTIONABLE INTELLIGENCE

A personal approach to marketing

“Microsoft Dynamics provides our employees with real-time information to access business-critical information virtually anywhere, anytime on almost any device, helping unite sales and marketing.”

- David Giambruno, Revlon

Understand your customer

Collaborate on campaigns

Gauge customer intent to prioritize leads

Turn sales teams into engagement teams

“By using Microsoft Dynamics CRM, we can do more team selling and cross-selling across our business groups, such as intermodal transportation, to offer customers the best fit of services.”

Vicki Burton, Director of CRM at CSX

Focus on your customer

Know more about them than they do

Sell more effectively as a team

Deliver personalized customer experiences

“Everyone should have an opportunity to interact with customers, ask for feedback and make sure that we’re delivering the best products.”

Paul Williams, Element Six

Engage proactively

Connect to resolve

Create loyal advocates

Why Microsoft Dynamics CRM?

CONNECTEDTo the resources you need

INTUITIVEBuilt for you

TRUSTPrivacy, security, compliance

MORE VALUEPersonalized pricing

CHOICECloud and data flexibility

INTELLIGENTRight data, right action

Reimagined User Experience

The #1 obstacle to the success of CRM solutions is User Adoption

User Experience Principles - Orion

Simple

Usable

Modern

Fast

Loved

Focus on the essential functions with a clear, consistent purpose that matches user intention

Measure usability, incorporate feedback into designs

Use appropriate web interpretation of Windows 8 UI to create delightful, engaging people and process centric experiences

Design and deliver great perceived performance

Design for Love. Create software that people not only want to use, but simply can’t live without.

Lose the technology and talk about the emotion

Reimagined User Experience

New navigation model

• Streamlined flow to optimize for information display• No pop-ups• Touch enabled

Quickly access your

Related Record List(SALES, MARKETING, SERVICE)

Switching Modules(SALES, MARKETING, SERVICE)

Switching Entity Grids(ACCOUNTS, CONTACTS, LEADS)

Entity Specific Record Switch(Most Recently Used Record’s)

The Structure of the Form Why do I need to pay attention to this record?

What is this record about?

Primary Information

What is the status of this record?

What has happened and is happening?

Is this record currently saved?

SecondaryInformation

Whereis this record?

Framework for Responsive UICross platform UX framework for responsive layouts

Enter data “on-the-fly” with Quick Create

New command bar

Demonstration

Process Agility in Microsoft Dynamics CRM 2013

Business Processes

• It’s a recipe.

• It tells you, step-by-step, what you need to do to get a measurable/verifiable outcome.

• It serves as a roadmap.

• It tells you, where you are in the process flow.

Feature Overview

• Business processes that span entities

• State Gating for Business processes

• Multiple processes per Entity including Custom Entity

• End users should be able to switch a sales process

• Assigning Sales Processes to Roles

• Stage categories that link stages across business processes

• Business Processes on Mobile Client Application

• Making business process portable (solution aware)

• Extensible via API

Using Processes

Track “progress” in a business process

Switch business processes

Process-centric experience • Navigate to other entity records

via process

• Create other entity records via process

Configuring Processes

Multiple Processes per entity

Multi-entity Processes

Stage Gating

Role-based Processes

Process ExtensibilityDefine process for any entity

Extensibility• CRM fields available in client API• CRM fields are accessible in

Business Rules• CRUD operations through SDK as

Processes are a “category” of workflow

Solution Awareness• Import/export process definitions

Process Demonstration

Microsoft Dynamics CRM 2013 Mobile Client Application

Functional Overview

Multi-entity Search

Sales & Custom entities

Occasionally Disconnected

CTP, IFD & Office365 auth.

Business Process & switching

Access Management

Create – Quick create forms

Communication Card

Hybrid Architecture

32

HTML 5 Application

Native Device Shim

Data Cache

Application UX

CRM Online or CRM On Premises (IFD)

Applicationmetadata

User dataCode

Device hardware(GPS, accelerometer, etc)

Device authentication libraries

Windows 8 & iPad

Layout

Forms

• Reflowing the web-client xml to MoCA

• Limits : - 5 tabs OR 75 fields and 10 lists

- Org Db Setting. No UI.

- Limit includes hidden fields

Configuration

Microsoft Confidential

Dashboard

Enabling entities for the tablet app

1 2 3

4 5 6

1 2 3 4 5 6

Tablet appdemonstration

Microsoft Dynamics CRM Phone App

• View Contact, Account, Lead, Opportunity, Appointment and other relevant information on your phone.

• Add and modify Contacts, Tasks and Notes as well as other relevant Sales data

• Make phone calls and Map address information using native device capabilities

• Work Offline and View Activity Feeds on Windows Phone

• Customizable experience – configure custom entities to surface on the phone

Anytime, anywhere access to CRM data across modern devices including Windows Phone, iPhone and Android

Phone appdemonstration

Yammer Integration in Microsoft Dynamics CRM 2013

Yammer in CRM

• Conversations around people and objects

• Follow People and Objects

• Record update notifications appear on Yammer Activity stream

• Seamless experience across all Dynamics CRM Clients, Yammer web apps and Yammer mobile apps

• Document sharing and collaboration

Increased Productivity

Cross Device Collaboration

Team selling through social connections

Social conversations in business context

Contextually embedded to drive productivity Bring your whole organization into the conversation

Find experts and collaborate on deals

Generate referrals and introductions

What about Activity Feeds?

Controlled AccessConversations limited to Dynamics CRM users

Existing users Existing users of activity feeds. Customized solutions leveraging activity feedsSystem messagesDetailed update notifications for records. Conversations around system messages

FutureYammer is the future

• Collaboration inside and outside the organization

• Funnel for external services

• Document collaboration

• Rich search

• Integrated with Microsoft stack

On PremiseCollaboration for users not in the cloud

Demo:Dynamics CRM + Yammer

Configuring Yammer in CRM

• Requires Yammer Enterprise Account

• Ensure Email field in CRM User records contain Yammer Login Email – otherwise add to Email 2

• Login to CRM as user that is Yammer admin

• Click on Yammer Configuration (Settings > Administration)

• Follow 3 step process

- Authorize CRM to connect to Yammer

- Select Yammer Group to control conversation

- Set Yammer activity stream security

Security Model

Admin chooses the private group to use and manages group membership.

Admin can choose whether system messages are public or private. Default is private.

• System messages can be public or private• Public: posted to all members of the company or

a group• Private messages: posted only to users following

the record in CRM

Private (Select a specific Yammer Group ID):• Users have all conversations in a private CRM

group• Only members of the private group can view

conversations

Public (Do Not Select a specific Yammer Group ID): • Users can choose the group they post to for each

message

User Conversatio

ns

Activity Stream

Yammer Embed

1. Go to the particular group on yammer that you want to embed. e.g. Dynamics CRM MVP network --> All Network

2. On the right column you will see an "</> Embed this feed" link

3. Click on the link and copy the generated code

4. Paste the code into a text editor and wrap it in <html><body></body></html> tags

5. Save the file as .html (e.g. embed.html)

6. Create an HTML webresource in CRM and upload the embed.html

7. Add the web resource to a CRM dashboard or record

https://www.yammer.com/company/embed

It will ask you to login with your yammer credentials and authorize the app.

Outlook Client & Exchange Sync

Outlook Client

Outlook Client Enhancements

• Configuration reliability

• Improved stability

- Upgrade to SQL CE 4.0

- Process isolation

• Updates to the Outlook client

Current Outlook client process design

Forms Open & CloseMemory Leak

Early Identification: Soak Runs

Address Book - Resolutions• AddressBookMaterializedViews• Disable Address Book Sync

Cached ViewsDisableMAPICache PST Files

GoOffline

Multiple Add-ins

CRM Addin OTB

Outlook

SQL CE Connections - Resolutions• Disable Cache

PST Files

2 GB Virtual Memory• Resolution: 64 Bit Office• Challenge: 32 bit addins

Process Isolation for stabilityMain Outlook

ProcessWeb Hosting

ProcessGoOffline Process

Separate ProcessForms Open & Close

•Memory leaks• Heavy Customization

High Scale• Custom Entities• Heavy Customization

Offline Sync

Updates to the Outlook client

Updated Navigation

Removal of navigation items from CRM form

Server Side Synchronization

Existing CRM Email Sync OptionsMicrosoft Dynamics CRM for Outlook

• Works with mailbox already configured in Outlook

• Must be running and connected to process email

• Does not require an administrator to manage

• Cannot be used for Queues – unmonitored mailboxes

Microsoft Dynamics CRM Email Router

• Must be installed on a separate machine

• Requires an administrator to manage• Connect to multiple CRM

organizations

Existing Pain Points

Outlook Sync• Primary owner must have a client up and

running• Primary syncing client has to be up and

running• Burden on client machine

Email Router• Must be installed on an On Premise

machine• Hard to configure & manage• Does not scale well• Inadequate error reporting • High support cost

Server-Side Synchronization

• Enables server to server synchronization of Email, Tasks, Appointments and Contacts

• Cloud enabled service for CRM Online

• Integrated with CRM Async Service

• Complete configuration & management within CRM

• Email Sync

- Enables email sync for CRM users and queues with external email systems

- Removes the need of installing Email Router component for email sync

Server-Side Sync Configuration: CRM Entities

CRM User/Queue• Configured for email processing

Mailbox• Mailbox for every CRM User and

Queue (auto-created)• Information: Email Address,

Incoming & Outgoing Email Delivery Mechanism, Mailbox credentials

Email Server Profile• Mailboxes associated to an Email

Server Profile• Information: Location, Connection

type, etc.

Email Profile

Mailbox

Mailbox

CRM User

CRM Queue

Server-Side Sync Configuration

Server-Side Sync: Support Matrix

CRM Deployment Email System Email Sync Appointments, Tasks, Contacts Sync Protocol

CRM Online Exchange Online Yes TBD Exchange Web Services

CRM On-Premise Exchange 2010Exchange 2013

Yes Yes Exchange Web Services

CRM Online and CRM On-Premise

• Gmail• Hotmail• Yahoo• MSN• Live• Outlook.com

Yes No POP3/SMTP

Item A

Flow – Tracking an Item

Track an email, appointment, contact, or task

1.Track in CRM

Item A to be

tracked

Item AItem A to be

tracked2. Server Sync

CRM Item A

Item A tracked

Item A tracked

3. Creates an Item

4. Update Exchange

Item AItem A to be

tracked

Item A tracked

Item is tracked in CRM

Item A tracked

Flow – Updating an Item

Update an appointment, contact, or task*

1. Update info

Item A tracked

2. Server Sync

CRM Item A

Updated Item

A

Updated Item

A

3. Updates the Item

Item A trackedUpdated Item

A

Updated Item

A

Item is synced across CRM and Exchange

No need to be up and

running.

* Same to updating in CRM and same to deleting

Upgrading to Microsoft Dynamics CRM 2013

Customer Driven Upgrade (CDU)

Customer Driven Upgrade to CRM 2013

Rescheduled Upgrade

Update scheduled Your update to [release Name] is now scheduled for [primary upgrade slot]

Your update to [release name] is now scheduled.Primary Update date: Sep 13th 2013 (8:00 AM to 2:00 PM)Secondary* Update date: Sep 20th 2013 (2:00 PM to 8:00 PM)

About this update

* Secondary update schedule is used if primary update schedule is missed.

Reschedule update

Customer is prescheduled• A primary and secondary date time slot has been are pre-assigned • In-product alert and email notifications

Microsoft Confidential

Reschedule

• Administrator can reschedule the update/upgrade

• Primary and secondary slots are required when rescheduled

• Customer can reschedule, upgrade anytime until the deadline.

Microsoft Confidential

Notification Cadence

Emails sent to all users with System Administrator role

Scheduled 90 30 15 7 0 Post

Upgrade is scheduled

Upgrade in progress

When the upgrade is scheduled

Reminder email

Reminder email

Reminder email

Reminder email

Upgrade successful/ fallback to secondary/ reschedule

Upgrade is scheduled

Microsoft Confidential

Notifica 90 gg prima

Microsoft Confidential

Warning compatibility (client reqs, customizations)

Dynamics CRM On-Premises upgrade

Supported Software

Dynamics CRM 2013 • Windows Server -2008 SP2, 2008 R2 & 2012• Windows Client – Vista, Windows 7 & Windows 8• ADFS - 2.0, 2.1, 2.2• SQL Server – 2008, 2008 R2 & 2012• Exchange Server – 2007, 2010 & 2013• Outlook - 2007, 2010 & 2013• CRM – CRM 2011 UR6 or CRM UR 14+ for Upgrade

Support Discontinued for• Windows Server 2003• Windows XP• IE 7

Upgrade an organization in-place

73

Process• Run setup on existing CRM 2011 server• Can upgrade one or no organization databases (additional organizations are disabled)

Migration Upgrade (recommended)

74

Process• Install CRM 2013 on new CRM server with new SQL instance• Backup and restore organization databases to new SQL instance• Import organizations through Deployment Manager

Solution Import & Upgrade

CRM 2011 Solutions will import to CRM 2013

• Solution Files will be converted to new format on Import• Solution Content will be upgraded into CRM 2013 Forms

and Data engine updates. • Both Managed and Unmanaged solutions will be

supported.

Importing Solutions• Enhanced import performance• Activity Feed entities are now filtered• Version specific imports instead of any version

imports

Base and Extension Table Merge

Prior Database Structure• Default and custom fields currently stored in separate

tables for each entity• Example: AccountBase (default fields) and

AccountExtensionBase (custom fields)

Merge• All extension tables merged by default during

upgrade process• Provides higher efficiency in queries and less locks• Customers can defer table merge• CRM continues to work in the meantime• Merge all tables before next update

User Experience after Upgrade

Post upgrade, all forms will be rendered in the new UX• Inline editing, Command bar, Auto Save,

Process capable

Layout will not be changed

You can switch forms to new structure

Unsupported Legacy Features

The following legacy features will no longer be supported in Microsoft Dynamics CRM 2013• Dynamics CRM 4.0 plug-ins• Dynamics CRM 4.0 client-side

scripting• Dynamics CRM 4.0 custom

workflow activities

• 2007 web service endpoint• ISV folder support for custom web

applications• Solution Down Level tool

Legacy Feature Check tool is available for to detect legacy feature usage. Use Dynamics CRM 2011 Custom Code Validation Tool to check for unsupported client-side code in your deployments

Business Rules with Microsoft Dynamics CRM 2013

Credit: http://www.paragoninnovations.com/guide.shtml

Does this

sound familiar?

Hard to Develop

Challenges with Business Rules Today

Written by Developers

1

2

Difficult to Maintain

3

82

Simple interface, for non-technical users, to implement and maintain, commonly used business rules.

What is it?

Not a complete replacement for JS or Plugins used in CRM today.

What isn’t it?

Business Rules in Dynamics CRM 2013

Business Rules in Dynamics CRM 2013

Write Once Works Everywhere

Demo

Simple Yet Flexible Designer

Conditions

Actions

Business Rules That Fit Your Solution

• Web Forms• Tablet applications• Quick Create Forms• Single or All Forms per

entity

• Solution Aware• Export labels for

localization• SDK support via Workflow

API

Works Everywhere Built to Scale

Client Extensibility in Microsoft Dynamics CRM 2013

Reimagined user experience in CRM 2013

89

Answer to your burning questionWill my Dynamics CRM 2011 scripts and customizations work in Dynamics CRM 2013?

YES!

Will anything break?

NO! Unsupported customizations will break like we told you.

Functionality

What works?

All supported CRM 2011 scripts will continue to work in new UX

What doesn’t work?

• Unsupported CRM 2011 customizations• HTML DOM manipulations will throw script errors• CRM 4.0 client API is not supported with CRM 2013

Action: Use the Microsoft Dynamics CRM 2011 Custom Code Validation Tool to check for unsupported code in your deployments.

91

Client SDK in Dynamics CRM 2013

• Improves upon the CRM 2011 SDK• Form events (OnLoad, OnSave & OnChange) will fire in the new UX• Web Resources are supported in web client

New Client SDK

92

getPrimaryAttributeValue()

openWebResourceDialog

setFormNotification()clearFormNotification()

XRM

Page Utility

Data UI Context

ControlsEntity

DateNumber Lookup

Refresh()getIsValid()setFormDirty()Save()

setPrecision() setIsAllDay()setShowTime()

addCustomFilterpreSearch Events •addPreSearch •removePreSearch

setNotification ()clearNotification()

ClientgetUserName()

Internal

Demo

Quick Create

• New form type • Form editor

- Single tab, 3 sections

• Full client SDK available • Business Rules are

automatically enforced

95

Forms on Windows8 & iPad

• Reuses the form XML layout- No need to define a separate form

• Intentional Design Constraints- Business Rules and JavaScript will render on tablets- No IFrames or Web Resources except JavaScript - Restricted to 75 fields and 10 related entities or 5 tabs within

forms

96

Auto Save

• Triggers every 30 seconds

• Batches field changes

• OnSave Plug-ins will run

Can be disabled, but not recommended

97

Option 22Option 1

Want AutoSave but plugins to not fire?

• Make your plug in fire for specific field updates not general updates

1

• Use GetSaveMode() in Client SDK to detect autosave

• Call preventDefault() to write to the server

Other UI Aspects

Sitemap• Sitemap is customizable as before• Customization is via sitemap XML

Commanding• Shows 5 commands + extended menu• Customization is via ribbon XML

URL addressable forms• Works similar to CRM 2011

fashion• Enhanced to support back and

forward nav

Upgrade

• Post upgrade, all forms will be rendered in the new UX- Inline editing, Command bar, Auto Save, Process capable

• Layout will not be changed• You can switch forms to new structure

Extensibility on the server and cloud with Microsoft Dynamics CRM 2013

Applies to both On-Premises and Online

What’s new in server-side extensibility

Real-time Workflows1

Actions2

New Authentication Mechanisms3

Enhanced Authorization Models4

Synchronous Workflow

Real-time feedback

Works everywhere

Same web designer

Real-time Workflows

Real-time Workflows

Transaction Aware• All steps run within a single transaction• Supports both pre and post pipeline stages

Secure by design• Security context - calling user or workflow

owner • New security privilege for workflow

activationFits your existing solution• Existing workflows can be converted to

real-time• Use packaged custom workflow activities

Demo

Actions

Model domain behavior• Web designer similar to workflow• Wrapper for multiple server-side

operations• Example: EscalatePotholeRequestExtend Web Service API• Upsert and SmartUpdate(Combine

update, setstate & assign) • Flexible Input and Output parameters

Performance boost• Avoids chatty client-server calls

Fits your environment• Solution Aware• Invoke from web resources, SDK and

more

New Authentication Mechanism

AuthN for Modern Mobile Apps• Access to OData, SOAP (/web)

endpoints • Windows Azure Active

Authentication• Browser based authenticationEnhanced Security• Multi-Factor (phone and text

verification)• New token – JWT smaller than SAMLRequirements• IFD ADFS 2.2 required for on-

premises• AAL libraries (.NET, Windows 8

Store)• AAL – iOS (coming in future)

Demo

Sample Code

FetchXML: Left Outer JoinExample: Find all Leads that have no Tasks

<fetch version="1.0" output-format="xml-platform" mapping="logical" distinct="true"> <entity name="lead"> <attribute name="fullname" /> <link-entity name="task" from="regardingobjectid" to="leadid" alias="ab" link-type="outer"> <attribute name="regardingobjectid" /> </link-entity> <filter type=’and’> <condition entityname=”ab” attribute="regardingobjectid" operator="null" /> </filter> </entity><fetch/>

Authorization Model

Account Team Full team that works together on an account. May also include an executive sponsor, dedicated support representative, and project manager.

Modeling real world behavior

Opportunity TeamSales people that normally work together on sales opportunities. A typical opportunity team might include the account manager, the sales representative, and a pre-sales consultant.

New Authorization Model – Access Teams

Works the way you do• Adding a user to a record grants them specified

access • Can have multiple access teams per entity

Ownership vs Collaboration• Does not require Team Ownership of records• Scalable for large number of dynamic teams

When to use Access Teams• When the number of users and teams are dynamic • Use team ownership when the number of teams is

fixed

Demo

Q&A

Thank You

© 2012 Microsoft Corporation. All rights reserved. Microsoft, Windows, Windows Vista and other product names are or may be registered trademarks and/or trademarks in the U.S. and/or other countries.The information herein is for informational purposes only and represents the current view of Microsoft Corporation as of the date of this presentation. Because Microsoft must respond to changing market conditions, it should not be

interpreted to be a commitment on the part of Microsoft, and Microsoft cannot guarantee the accuracy of any information provided after the date of this presentation. MICROSOFT MAKES NO WARRANTIES, EXPRESS, IMPLIED OR STATUTORY, AS TO THE INFORMATION IN THIS PRESENTATION.