imason webinar: microsoft dynamics crm 2015 - 5 hot new features to ignite your users!
TRANSCRIPT
5 Hot New Features in
Dynamics CRM 2015 to
IGNITE Your UsersTuesday, March 3, 2015
12:00 – 1:00 p.m. EST
Webinar
3/3/20151 CRM Dynamics 2015 Webinar
3/3/20152 CRM Dynamics 2015 Webinar
Webinar Hosts:
Duncan Smith
imason inc.
Welcome
Anastasia Phillips
imason inc.
Speakers
Nelson Lopes, Microsoft National Partner
Technology Strategist, Dynamics CRM
Michael Sandor, CRM Practice Lead
imason inc.
3/3/20153 CRM Dynamics 2015 Webinar
3/3/20154 CRM Dynamics 2015 Webinar
Webinar Agenda
• Overview of Dynamics CRM 2015
• Enhanced Outlook Experience
• Enhanced Business Processes
• Visual Hierarchies
• New Roll Up for Calculated Fields
• Enhanced Mobile Capability
• Migration to Dynamics CRM 2015
• Q&A
It used to be that companies could thrive with a one-size-fits-all, inside out approach to customers.
Technology changed that,
shifting the power to
customers by giving
individuals a voice. 72% of all internet users are now active on social media.
47% of Americans say Facebook is their #1 influencer of purchases.
Twitter has 4.215 million monthly active users.
Between company beliefs and customer experience - a gap exists.
Technology can help you close this gap.
Studies show there is a 72% delivery gap—between
how companies judge themselves on delivering a
superior value proposition (80% success) to their
customers and how their customers judge them (8%) .
Bain Customer-Led Growth diagnostic questionnaire
Today, people share more than ever with those that they trust. And they want to be delighted.
Each interaction is an opportunity to delight, building trust and gaining knowledge86% of customers are willing to pay more for a better
customer experience.
CRM Dynamics 2015 Webinar
From knowledge you can develop insights that enable you to deliver experiences adapted to each customer
“We are shifting from a world in which we “know”
because we sampled a little and extrapolated a lot –
to a world in which we know.”
Juan Enriquez
Futurist
Care everywhere
Market smarter
Sell effectively
Insightful Engagement helps you deliver
Amazing Customer Experiences
Close the gaps to find success
Fall 2014 Update Spring 2014 Update
Sales
Platform
Customer Care
Social
Marketing
Enhanced Business Processes (e)
Product Families & Taxonomy (n)
Hierarchy Visualizations (n)
Mobile Sales (tablet client) (e)
New e-mail editor (n)
Campaign Management Console (n)
Sales Collaboration Panel (n)
More sophisticated alerts (e)
Integrated Social Listening (n)
More activities in Campaign Mgnt (e)
Pause SLAs (e)
Multi-channel Service (e)
Social Analytics in Microsoft Dynamics
Marketing (n)
Geographical & Sources Expansion (n)
Business Rules (e)
Rollup & Calculated Fields (n)
Multi-entity search (n)
Customized Help (e)
Field level security for OOB fields (e)
New Outlook Config Wizard (e)
Sales
Platform
Customer Care
Social
Marketing
Enhanced Business Processes (e) Product Families & Taxonomy (n)
Hierarchy Visualizations (n)
Mobile Sales (tablet client) (e)
New e-mail editor (n)
Campaign Management Console (n)
Sales Collaboration Panel (n)
More sophisticated alerts (e)
Integrated Social Listening (n)
More activities in Campaign Mgnt (e)
Pause SLAs (e)
Multi-channel Service (e)
Social Analytics in Microsoft Dynamics
Marketing (n)
Geographical & Sources Expansion (n)
Business Rules (e)
Rollup & Calculated Fields (n) Multi-entity search (n)
Customized Help (e)
Field level security for OOB fields (e)
New Outlook Config Wizard (e)
Track with 1
click
Directly convert e-mail
to…
Simply right
click
Access all
records right
within Outlook
Enhanced Outlook Experience
3/3/2015CRM Dynamics 2015 Webinar16
Simplified
experience
New Configuration
Wizard
Enter server or select CRM
Online
Enhanced Outlook Experience
3/3/2015CRM Dynamics 2015 Webinar17
Benefits for Business
1. Greater Productivity
2. Immediate Access to Customer
Data & Insight
3/3/2015CRM Dynamics 2015 Webinar18
Benefits for IT
1. Mobility & Offline capability
2. Users have self-service capability –
sync options, views, etc…
Enhanced Outlook Experience - BENEFITS
Enhanced Business Processes
3/3/201520 CRM Dynamics 2015 Webinar
Branching support allows for more complex scenarios Connect to non-related entities on the fly Improved User experience, new If-Else logic Connect to non-related entities on the fly API Programmability Change Management Support
Stages & tasks Ability to view previous & next stage Ability to make stage mandatory
Benefits for Business
1. Provides Verifiable, Measurable Outcome
2. Enforces policy, quality control & instills
best practices, and provides excellent
training support
3. Provides Agility - dynamically choose a
process flow, conditional branching
provides agility
4. Rapid Change Management decision
support providing real operational
validation at the software level with no
development cost.
3/3/2015CRM Dynamics 2015 Webinar21
Benefits for IT
1. No need for scripts or plugins to define
rules/conditional statements
2. Customization by the Business Analysts or
super user taking the load off IT for coding
support.
3. Availability of the client API which allows
for further customizations
4. Operational validation at the software
level with no development cost.
Enhanced Business Processes - BENEFITS
You can see
how info is
related or
grouped by
viewing
accounts,
products, or
users in
hierarchical
charts
You can click a
block of info to
get more
details and
navigate to the
info you’re
interested in
3/3/2015CRM Dynamics 2015 Webinar23
Visual Hierarchies
Benefits for Business
1. A new, third way to visualize and
navigate data in CRM
2. Greater visibility & agility
3/3/2015CRM Dynamics 2015 Webinar24
Benefits for IT
1. IT can also use it to build a
hierarchy for CRM user security
2. Making it easier to control who has
access to what
Visual Hierarchies - BENEFITS
What’s a Roll Up for Calculated Fields?• CRM 2013
• Create calculated fields
• Set calculations based on
other field values – SUM-
Count-math functions etc..
CRM 2015
Create rollup fields that
dynamically calculate the
total revenue across all
subsidiary /child companies
26 CRM Dynamics 2015 Webinar
Roll Ups - How does it work with Calculated Fields
Calculations are
dynamic
• A Rollup Field will
aggregate all Income
from subsidiaries
27 CRM Dynamics 2015 Webinar
Benefits for Business
1. Puts calculated fields and rollups in the
hands of the business user significantly
impacting the need for CRM custom
development
2. Easily apply and edit mathematical and
logical operations to information that is
spread across related records to support
operations and business decisions.
3. Supports rapid design and prototyping
for proof of concept and Change
Management.
3/3/2015CRM Dynamics 2015 Webinar28
Benefits for IT
Eliminate the need for IT to shoulder the
cost and effort involved in developing
calculated fields in CRM.
Rollup for Calculated Fields - BENEFITS
Create
records
while you
are offline
Draft Records area will
display any draft records you
have created that have not
been saved to the server
Enhanced Mobile Capability
3/3/201530 CRM Dynamics 2015 Webinar
Use multiple
Dashboards
on the tablet
You can set a
dashboard as
your home
(a.k.a. default),
and pin it to the
Start Screen in
Windows 8
3/3/201531 CRM Dynamics 2015 Webinar
Enhanced Mobile Capability
Benefits for Business
1. Greater dashboards = more
customer insight on the road
2. Offline Creation = ability to keep
data fresh and updated anywhere
3/3/2015CRM Dynamics 2015 Webinar32
Benefits for IT
Less support time & costs as users will be
able to do more on their own without
having to build custom offline
extensions or use 3rd party add-ons to
provide the enhanced mobile
functionality
Enhanced Mobile Capability - BENEFITS
Upgrading/Updating to CRM2015
3/3/201534 CRM Dynamics 2015 Webinar
OnlineOn-Premises
CRM 2011on-premises
Op
tio
n 1
CRM 2011on-premises
CRM 2013on-premises
CRM Online
Op
tio
n 2
CRM 2015on-premises
http://aka.ms/2015onpremises
Discontinued Support: Internet Explorer 8/9 Windows Vista SQL Server 2008/2008R2 Windows Server 2008/2008R2
a) Upgrade in placeb) Migration Upgrade (preferred)
Upgrading/Updating to CRM2015
3/3/201535 CRM Dynamics 2015 Webinar
On-Premises Online
Updates first go to Sandbox Test environment.
Then you can schedule to Production
http://aka.ms/2015online
Thank you for attending the
webinar. You will be receiving
a recording of it shortly.
If you have questions about
what you heard today or how
imason can help you with your
Dynamics CRM needs, please
contact Duncan Smith:
416-619-1129
3/3/201537 CRM Dynamics 2015 Webinar