microsoft dynamics crm service update - emtec inc · updated ux forms. customers who prefer to...

Microsoft Dynamics CRM Service Update

February 2013

Emtec, Inc. Proprietary & Confidential. All rights reserved 2013.

Presentation Agenda

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On Premises & Online

Online Only

On Premises & Online

SR12 (Polaris release, includes both bug fix and important new features) Note:

Updated functionality and design is automatically released to online customers


New cross browser support: all user & admin pages are supported

• Some IT organizations may wish to limit browser support; See your IT leadership for your

organization’s browser support policy

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Platform Internet Explorer Firefox Chrome Safari

Windows XP Version 7* Latest Version Latest Version Not Supported

Windows Vista Version 8 and 9 Latest Version Latest Version Not Supported

Windows 7 Version 8, 9, and 10 Latest Version Latest Version Not Supported

Windows 8 Version 10 for the

desktop** Latest Version Latest Version Not Supported

Apple OS X 10.7 (Lion) Not Supported Not Supported Not Supported Latest Version

Apple OS X 10.8

(Mountain Lion) Not Supported Not Supported Not Supported Latest Version


• Cases

• Opportunities

• Competitors

• Contact

• Business Unit

• Connection

• Connection Role

• KB Article

• Lead

• Product

• Sales Literature

Quick Find Search: rapid search and respond list views based on robust

indexing and improved methods

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Outlook 2013 Integration

• Microsoft continues the tradition of tightly coupling CRM and Office Products (Word, Excel,

Outlook, etc.) that most corporations use.

• Outlook 2013 is fully supported, but not enhanced at this time. Moving forward they’ll

increase the integration features, but not at this time with the December 2013 update.

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Issue Resolution & Release Cadence

• Issue Resolution

–List of bug fixes is available in the SR12 release notes

• Release Cadence

–Excluding cross browser support which will be available to all CRM users later this year, the remaining

Polaris features will be released to on-premise users as part of the Q2 2013 released codenamed

'Orion'.

–Microsoft has changed the release cadence for CRM On-premise to one annual major update. During

the year, Online will move to quarterly rollups and therefore improved functionality and features ahead

of On-Prem.

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Online Only


Beautiful, New and Improved GUI!

• The updated UX introduced in the SR12 update represents an exciting and intuitive

approach to “flattening” and streamlining the information users are presented with and

take action on. One outcome is the reduction of pop-up’s to complete actions.

• The updated GUI is an exciting breakthrough that reinforces Microsoft’s principles of

proactivity and productivity by organizing information in a clean, consistent and easy-to-

access medium. This is not just re-skinning the product, but a complete revision of the

way users interact with the tool.

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• Existing customers have the

choice to opt-in to the new

updated UX forms. Customers

who prefer to continue using

their existing user interface

(referred to as classic forms)

can have their system continue

to run as is after the December

2012 Service Update is applied.

All new customers who sign up for Microsoft Dynamics CRM Online will have the updated UX forms

activated by default, but they can choose to use the classic forms by setting a system option. The

December 2012 Service Update will provide updated UX forms for Leads, Contacts, Accounts,

Opportunities and Cases; over time this will broaden to cover other entities.


Bing Maps Integration

• Addresses for contacts and accounts are displayed within a frame that contains an

embedded contextual map, provided by the Microsoft decision engine Bing.

–This feature is available on Leads, Contacts, and Accounts

–After you enter address details on the form, the Bing Map appears directly on the CRM form.

–Clicking on the map will open up Bing in another window allowing you to take full advantage of Bing

Maps.

–However, you can still move the map around on the form, as well as zoom in and zoom out directly

from the CRM form.

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Social Enhancements Update

• Yammer integration:

–This release of CRM includes some interesting Yammer-sponsored improvements in social messaging on records, so conversations have structures context. Users can follow leads, accounts, contacts, opportunities and cases that they are interested in or responsible for. Through Yammer social layer, users can better collaborate with colleagues inside their organization or externally, with customers, partners and other stakeholders. Messages can relate to Microsoft Dynamics CRM records and events or even documents. This is much better than the activity feeds in the previous versions.

–The March, 2013 update will deliver the first phase of CRM-to-external Yammer organizations, and a deeper Yammer engine for the social layer of CRM. This will enable the ability to post messages from CRM to Yammer profiles in a secured way. More information on the Yammer roadmap will come soon, and how it correlates with SharePoint social.

• Embedded Skype Support

–Users will be able to initiate outbound calls (both Skype-to-phones and Skype-to-Skype) directly from CRM forms and grids.

–Of course today, you currently need to install the Skype application on the user’s PC to take advantage of this. Installation will be bundled in future release.

–After you complete the connection, CRM automatically takes you to the new Phone Call page and puts the focus into the body of the Phone Call activity so you can start typing away as you’re talking on the phone.

–Simply type in the details, and click OK, and your new Phone Call task is created automatically. This is a huge productivity improvement that encourages quick notes from all calls.

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Social Enhancements Update

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More information on how Skype and Lync

roadmaps will be aligned will be coming in

2013.


Guided and collaborative selling and servicing of customers

• To accelerate time to value the December 2012 Service Update includes three pre-defined

integrated sales and service process definitions for lead, opportunity and case

management. These process-driven data management helps guide long-lived,

asynchronous processes that work toward a specific outcome. This way complex leads,

opportunities and cases can be configured and developed over time in stages.

• The updated user experience provides a new process flow visualization, which appears at

the top of the forms

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Multiple instances of CRM online

• It has always been best-practice for many enterprise customers to deploy multiple

instances of their CRM deployment in order to support multitenancy or release control,

including being able to create separate organizations utilizing the same hardware and

Active Directory user accounts.

• Now Online clients can enjoy this capability and not have to pay for additional licenses

across these separate organizations. Customers will not have to pay additional for each

user license.

• The cost for additional “organizations” will be a flat monthly fee for each instance you spin

up. Therefore, your production users can be users of as many instances that you add.

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The next major update will be Orion in June 2013

• Custom WF Activities for CRM Online:

–A big enhancement most CRM Online customers is the ability for workflows to consume custom code.

This was a missing feature that was available in On-Prem, and is now released to a grateful customer

community.

• New SDK Features:

–Bulk data load API for large data sets. This allows you to create, update, and delete large volumes of

records in CRM Online which greatly improves throughput and performance

• Mobile support

–iPad UI support coming March, 2013

• Release cadence

–Annual

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