MEETING WILL BEGIN

SHORTLY

@CRMUG
 WELCOME!
Microsoft Dynamics CRM User Group (CRMUG®)

Q4 Philadelphia - 2015
Chapter Meeting

Tweet during Today’s Meeting: @CRMUG, #CRMUGPHL

@CRMUG
AGENDA

9:30 – 9:45 Registration and Networking

9:45 – 10:00 Chapter Business
10:00 – 11:00 Fall Release 2016 CRM Preview - Microsoft
11:00– 11:30 Customer Service w/ CRM – RSM US
11:30 – 11:45 Break
11:45 – 12:15 User Adoption – Beringer & Associates
12:15 – 12:30 Member Showcase – SEI
Roundtable/Q&A/Follow Up

@CRMUG
GET TO KNOW YOUR CRM PEERS

Introductions
‒ Name
‒ Company (describe Company/Industry)
‒ Your role in the company
‒ What version are you on?
‒ What do you hope to accomplish by attending the user group?
‒ Tell us about one of your holiday traditions!

Tweet the most interesting thing you hear or the person you are most excited to network
with using @crmug, #crmugphl

@CRMUG
INcomparable Learning

INnovative Ideas
OCTOBER11-14, 2016
Tampa, Florida
INfinite Experience

#INtampa16
@CRMUG
#CRMUGSummit www.crmugsummit.com
@GPU 5
 Join our Chapter Community today to
receive updates and access to the content
library with presentation materials.

@CRMUG
CHAPTER LEADERSHIP BE A PART OF SOMETHING REALLY GREAT

FACT: The most successful chapters have strong leadership teams.

BENEFIT: Ignite Leadership Training available ONLY to chapter
leaders. Develop your professional skills – public speaking,
leadership, communication, organization, conflict resolution, and
many more skills.
IMPACT: Chapter Leaders have significant reach within the
Dynamics CRM Community. Leaders are respected for their hard
work and devotion to helping individuals and organizations
attending meetings. Roles: Chair, Co-Chair, VP of Membership, VP
of Communication, VP of Programming
Take Action: Contact your chapter leader or email CRMUG
Chapter Manager, Gretchen Ingbretson, gretchen@crmug.com

@CRMUG
Join CRMUG 23,000 of your Dynamics CRM peers are waiting for YOU to join the Community!

Connect, Learn, Share Yo u r P e e r s a r e s a y i n g … Get Star ted Now

Attend one of the hundreds of live or Enroll Online …

on-demand skill building webinars www.crmug.com/join

Participate in local chapter meetings

for free Washington DC

Access some of the 200 educational

events year round
Being a member of CRMUG
Collaborate: Exclusive online social
means…
community for CRM users “learning from others to avoid
mistakes and common pitfalls, Have Questions?
Save on CRMUG Summit Registration:
relating and making Contact Bryan Erstad, CRMUG
up to $500 discount per person connections with other users, Membership Manager
and interacting with best 877-324-8880 x1450
minds in industry” bryan@crmug.com

explore engage elevate

NEXT MEETING?

 Date:

 Time:

 Place:

 Topics:

@CRMUG
 THANK YOU TO OUR ANNUAL CHAPTER SPONSORS!

Connect with us if you are interested in becoming a chapter sponsor!

Deneen Dardis : deneen.dardis@dynamiccommunities.com

@CRMUG 10
 MICROSOFT
Laura Tantaros
Dynamics CRM Technical Specialist - East Region
December 16, 2015

@CRMUG
 INTELLIGENT
CUSTOMER
ENGAGEMENT
MICROSOFT DYNAMICS
CRM 2016

@CRMUG
 MICROSOFT DYNAMICS CRM 2016

@CRMUG
 Productivity
Next generation productivity:
• Surface trending documents with
Delve
• Immersive Excel templates
• Document generation capabilities
from CRM – Word and Excel
• Manage CRM documents across
SharePoint, Office 365 Groups,
OneDrive for Business
@CRMUG
Intelligence
Predictive analytics:
• Machine learning for intelligent
processes & sentiment analysis
• Cross-sell recommendations
• Auto-suggest similar cases and
knowledge articles
• Intelligent & contextual assistance
Mobility
Offline mobile:
• Full offline mobile on tablet and
phone
• Task-centered mobile apps
• Streamlined document viewing and
navigation, deep CRM links
• Phase II Cortana integration: view
core deals, accounts & activities
Unified Service
Self, assisted & field service
• Interactive service hub for tailored
agent experiences
• Voice of the customer for multi-
channel enterprise feedback
• Third party access model
• Knowledge management in CRM
• Field Service with FieldOne
Predictive intelligence
Sell smarter with cross-sell recommendations from Cortana Analytics Suite and
trending documents from Delve inside CRM dashboards.

Sales gamification
Have a blast selling with fun and creative sales contests that increase sales
performance, revenue, and user adoption.

Sales productivity
Boost sales productivity with familiar and intuitive Office 365 solutions such as Outlook
across desktop/mobile and Word & Excel templates.

Offline apps
Get work done anywhere, anytime with tablet and smartphone apps that work online
or offline.

Mobile task flows

Complete frequent business processes faster on mobile apps.

Digital personal assistant

Get a complete and personalized overview of daily priorities, including key sales
activities, accounts, and deals embedded in Cortana.

Redesigned Insights UI
Spot customer insight faster with a redesigned UI for customer and people data from
InsideView that help sales reps engage with relevance.

@CRMUG
 WHAT’S NEW IN SERVICE

Interactive Service Hub (n)

This new online UX provides role based scenarios to deliver
tailored application experiences for agents and support team
leads.

Knowledge Management (e)

Immersive knowledge experience in CR includes KCS inspired
workflows, versioning, translation support and feedback

Voice of the Customer (n)

Rule-based, multi-channel enterprise feedback management
capabilities embedded into customer engagements.

Field Service (n)

Field Service completes the customer relationship loop by helping
field employees sell to and service their customers.

@CRMUG
 WHAT’S NEW IN MARKETING

SMS inbound messaging

Market smarter by integrating SMS marketing in your
multichannel campaigns. Create inbound SMS campaigns
with SMS keywords to get SMS opt-ins.

Database building for opt-in and opt-out

Maintain a database of opt-in and opt-out preferences.

SMS outbound messaging

Send promotional SMS messages to opted-in contacts.
Track SMS campaign performance.

Email marketing enhancements

Engage customers with personalized multichannel
campaigns. Create emails and toggle between WYIWYG
and generated HTML. Use the media library directly from
the HTML code.

Email marketing deliverability

Send high volume email with email deliverability, fault
tolerance, logging and auditing services.

@CRMUG
 WHAT’S NEW IN SOCIAL
Social Listening
Listen and analyze custom sources via RSS.

Social Center
Publish posts from Twitter and Facebook, including multimedia
content. Look up Twitter author profile for more insights.

Social CRM
Create CRM actions like cases and opportunities from social
posts. Define and set up rules to automatically create CRM
entities through Social Engagement.

Intelligent Social
Adaptive sentiment allows you to build custom sentiment
models to fit your industry. Automatically detect intention in
social posts and triage/route them as cases or leads into CRM.

Productivity
Enable teams to collaborate using Office Groups for assigning
posts and sharing streams & social profiles.

Sentiment & UI
9 additional UI languages and sentiment languages:
Danish, Dutch, Finnish, Greek, Norwegian, Polish, Russian,
Swedish and Turkish.
@CRMUG
 WHY CUSTOMER ENGAGEMENT BY MICROSOFT

Guidance Intelligence Mobility One Microsoft

Guide line of business Deliver personalized, Enable employees to Harness the breadth of
users to achieve proactive and predictive remain productive no Microsoft technologies to
outcomes based on best customer experiences matter where they are or deliver exceptional
practices built on trust and what device they use customer experiences
knowledge over time

@CRMUG
MICROSOFT DYNAMICS CRM 2016: RESOURCES

@CRMUG
DIG IN…

What’s New in CRM 2016 for

• End Users - link
• Administrators and customizers - link
• Developers - link

@CRMUG
CRM 2016 DOCUMENTATION…

• SDK: https://msdn.microsoft.com/en-US/library/hh547453(v=crm.8).aspx
• IG: https://technet.microsoft.com/en-US/library/hh699811(v=crm.8).aspx
• Help Center: https://www.microsoft.com/en-us/dynamics/crm-customer-center/what-s-
new.aspx

• Release Preview Guide -

http://download.microsoft.com/download/D/5/D/D5D38A09-6A5C-4DC0-8649-
3A4F39A8F8F3/Microsoft_Dynamics_CRM_2016_Release_Preview_Guide.pdf

• Release Overview - https://youtu.be/KCyIKZ6wEm0

@CRMUG
 MICROSOFT DYNAMICS CRM
CUSTOMER SERVICE
Hien Tieu

@CRMUG
 Microsoft Dynamics CRM 2016 CS Essentials

Interactive Service Hub

Unified Service Desk

FieldOne

@CRMUG
@CRMUG
 • Customer Records
• Customer service requests managed in relation to existing contact or
account records
• Cases
• Fundamental record type in service management and represent a
single incident of service
• Activities
• Interactions between a business and their customers important
enough to track
• Resolution Activities
• Activity type regarding resolved cases

@CRMUG
 • Knowledge Base Articles
• Repository of informational articles used to help resolve cases
• Entitlements
• Used to specify the amount of support services a customer is
entitled
• Entitlement Channels
• Specifies the type of service a customer is entitled
• Service Level Agreements (SLA)
• Contracts
• agreement to provide support during specified coverage dates or
for a specified number of cases or length of time

@CRMUG
 • Subject Tree
• Hierarchical list of subjects an organization can use to
classify service cases and other records
• Products
• Provides detailed view of cases, resolutions, and
customer feedback at a product level
• Goals
• Establishes and tracks progress against target values for
key performance indicators
• Scheduling Module
• Allows users to find available resources to provide
services

@CRMUG
@CRMUG
 • Empower agents with unified access to customer
information
• Centrally configure and manage from within Microsoft
Dynamics CRM
• Session-management capabilities
• Secure access to data based on security in Microsoft
Dynamics CRM
• Reduce operational complexity through agent scripts

@CRMUG
@CRMUG
@CRMUG
@CRMUG
 MSCRM USER ADOPTION
Erica Foley
Senior Project Manager, Beringer Associates
December 16, 2015

@CRMUG
IN THE BEGINNING….

 User Adoption begins before implementation starts

‒ Executive Sponsorship
‒ Management Buy-In
 Define Criteria for Success
 Set Expectations with the User Community
 Identify MSCRM Champions

@CRMUG
IT’S ALL ABOUT DESIGN

 Keep it Simple
 What’s in it for me?
 Address key pain points with a streamlined design

@CRMUG 36
TEST, TEST, AND TEST SOME MORE

 System Testing
‒ Integration Validation
‒ Data Validation
 Conference Room Pilot
 User Acceptance Testing
‒ Provide scripts/use cases for areas to be validated
‒ Don’t be afraid to go off script

@CRMUG 37
A GOOD TRAINER MAKES ALL THE DIFFERENCE

 End User Training

‒ Design a training curriculum that is interactive
‒ Provide clear, concise examples that build upon one another
‒ Adjust to the comfort level of the audience as you go
‒ Make sure all users are comfortable with the system before they leave

@CRMUG 38
STAY ENGAGED AFTER TRAINING ENDS

 Schedule user group meetings

‒ Can be led by Champions or Project Team members
‒ Gain feedback
‒ Answer questions
‒ Identify enhancements needed
 Send regular updates to end users
‒ Reminders of key features and functions
‒ Tips and Tricks
‒ “Did you know?”
‒ Updates regarding next release

@CRMUG 39
WHAT IS GAMIFICATION?

VIDEO

@CRMUG 40
WOULD YOU LIKE TO PLAY A GAME?

 Gamification of MSCRM
‒ Define key tasks users should be doing in MSCRM
‒ Design a points system for rewarding users based on tasks completed
‒ Define the game parameters
 Set a start and end date
 Increase points during peak periods
 Set eligibility requirements
 View users’ ranks in a dashboard

@CRMUG 41
 MEMBER SPOTLIGHT:
SEI INVESTMENTS

@CRMUG
 ROUNDTABLE
DISCUSSION

@CRMUG
DISCUSSION OPPORTUNITIES
 What version are you on?
 What is keeping you from upgrading (if applicable)?
 Are you considering upgrading to the cloud?
 If in the Cloud, what do you enjoy the most about Dynamics CRM Online?
 What is your best user adoption tip or trick?
 Do you use CRM for Sales, Marketing, and Service?
 Do you have Power Users within your company? How do they help embrace
adoption?
 What ISV product is your favorite to use? What is one you are looking to use?

@CRMUG
 Q&A
@CRMUG
 FEEDBACK
A survey will be sent within 24 hours of the meeting.

If you tweet, let us know how it went @crmug, #crmugphl

@CRMUG