@CRMUG MEETING WILL BEGIN SHORTLY

@CRMUG Microsoft Dynamics CRM User Group (CRMUG ® ) Chapter Meeting WELCOME! Grand Rapids Tweet during Today’s #CRMUG, #CRMUGGR

@CRMUG AGENDA 8:30 – 8:45Chapter Business & Introductions 8:45 – 9:30Microsoft 2016 Online 9:30 – 9:45CRMUG Summit 9:45 – 10:00Break 10:00 – 11:00 Customer Showcase - Amway Customer Care 11:00 – 11:45Round Table Discussions 11:45-12:00Wrap up

@CRMUG GRAND RAPIDS CRM USER GROUP TEAM Chapter RoleNameCompany Chapter ChairRob GalliniHarperCollins VP ProgrammingPierre HulsebusScribe VP CommunicationTeri StoraRehmann VP MembershipNate DykensAmway

@CRMUG GET TO KNOW YOUR CRM PEERS Introductions ‒Name ‒Company (describe Company/Industry) ‒Your role in the company Tweet the most interesting thing you hear or the person you are most excited to network with #crmuggr

WHY CRMUG? Spend some time to save a lot of time Save money by finding a low cost resource for Dynamics CRM assistance Career and professional development Get recognized inside and outside of work Help your business grow Make your job easier by learning more efficient ways to use the software Learn from what others have done, good or bad

@CRMUG Connect, Learn, Share 23,000 of your Dynamics CRM peers are waiting for YOU to join the Community! Get Started Now Have Questions? Contact Bryan Erstad, CRMUG Membership Manager x1450 JOIN CRMUG Enroll Online … Being a member of CRMUG means… “learning from others to avoid mistakes and common pitfalls, relating and making connections with other users, and interacting with best minds in industry”

@CRMUG Join our Chapter Community today to receive updates and access to the content library with presentation materials.

@CRMUG MICROSOFT CRM 2016 ONLINE

@CRMUG CRM ONLINE Version x aka CRMOL v2016

@CRMUG

MARKETING SMS Marketing

@CRMUG MARKETING

@CRMUG

VOICE OF THE CUSTOMER (SURVEYS)

@CRMUG

INTERACTIVE SERVICE HUB Role driven next-gen agent experience s (tailor- made for Customer Service personas) NEW

@CRMUG KNOWLEDGE MANAGEMENT

@CRMUG POWERBI OFFERING SERVICE INTELLIGENCE

@CRMUG

UNIFIED SERVICE DESK (USD)

@CRMUG

MICROSOFT SOCIAL ENGAGEMENT

@CRMUG SOCIAL CENTER

@CRMUG

Private documents storage All document sources in one place Phone and tablet support for document management NEW

@CRMUG ONEDRIVE FOR BUSINESS

@CRMUG Auto-generate formatted Documents based on CRM Records Generate docs as part of a workflow Create and edit Templates to achieve the desired document structure NEW

@CRMUG Creating a Template

@CRMUG Generate a Document

@CRMUG

APPS, APPS, APPS AND OUTLOOK

@CRMUG

Deep linking directly to a record/view/dashboard in the CRM mobile app Inbound links from other apps such as to CRM with mobile-specific URI Built-in sharing for apps ms-dynamicsxrm://?pagetype=entity&etn=[ETN]&id=[GUID]

@CRMUG Calendar Arc Knob Auto-Complete Bullet Graph Flip Switch Input Mask Linear Gauge Linear Slider Multimedia Number Input Option Sets Radial Knob Signature/Pen Star Rating Website Preview

@CRMUG UNDERSTANDING CUSTOM CONTROLS  Enhanced visualization and touch experiences—controls are for Mobile Client only  Surfaced as regular Xrm.Page.ui control objects, with support for onLoad and onChange events  Available to replace entity grids, Dashboard/Form lists and Form fields  Not available on Process Control and Phone Header fields on this release  Not extensible on this release  15 controls available: Calendar, Arc Knob, Auto-Complete, Bullet Graph, Flip Switch, Input Mask, Linear Gauge, Linear Slider, Multimedia, Number Input, Option Sets, Radial Knob, Pen Control, Star Rating, Website Preview (online orgs only)

@CRMUG DATA PERFORMANCE New System Setting Option

@CRMUG Data Performance Review, analyze, and optimize the data access performance of components in your organization.

@CRMUG OPTIMIZE REMOVE Period: Year to Date Year to Date Change : % Confirm Optimization Are you sure you want to optimize this component? Please verify that this optimization improves performance. If it doesn’t, consider removing it. It may take several minutes for this optimization to appear in your organization. Learn more Optimize

@CRMUG OPTIMIZE REMOVE Period: Year to Date Year to Date Change : % Limit of 20 optimizations per entity. Only provides an optimization recommendation when the impact is greater than 20%.

@CRMUG Recurring Integration DATA MANAGEMENT SCENARIOS Data Migration

@CRMUG Cloud Service – Free Getting data in at high-speeds into CRM Online Designed to handle large volumes with data staging and validation Support for scheduling import (Post Preview feature) Platform SDK CRM Online Staging DB * PREVIEW FEATURE

@CRMUG

CRM Online Version x aka CRMOL v2016

Marketing SMS Marketing

Marketing

Voice of the customer (Surveys)

Interactive Service Hub Role driven next-gen agent experiences (tailor- made for Customer Service personas) NEW

Knowledge Management

PowerBI Offering Service Intelligence

Unified Service Desk (USD)

Microsoft Social Engagement

Social Center

Private documents storage All document sources in one place Phone and tablet support for document management NEW

OneDrive for Business

Auto-generate formatted Documents based on CRM Records Generate docs as part of a workflow Create and edit Templates to achieve the desired document structure NEW

Creating a Template

Generate a Document

Apps, Apps, Apps and Outlook

Deep linking directly to a record/view/dashboard in the CRM mobile app Inbound links from other apps such as to CRM with mobile-specific URI Built-in sharing for apps ms-dynamicsxrm://?pagetype=entity&etn=[ETN]&id=[GUID]

Calendar Arc Knob Auto-Complete Bullet Graph Flip Switch Input Mask Linear Gauge Linear Slider Multimedia Number Input Option Sets Radial Knob Signature/Pen Star Rating Website Preview

Understanding Custom Controls Enhanced visualization and touch experiences—controls are for Mobile Client only Surfaced as regular Xrm.Page.ui control objects, with support for onLoad and onChange events Available to replace entity grids, Dashboard/Form lists and Form fields Not available on Process Control and Phone Header fields on this release Not extensible on this release 15 controls available: Calendar, Arc Knob, Auto-Complete, Bullet Graph, Flip Switch, Input Mask, Linear Gauge, Linear Slider, Multimedia, Number Input, Option Sets, Radial Knob, Pen Control, Star Rating, Website Preview (online orgs only)

Data Performance New System Setting Option

Data Performance Review, analyze, and optimize the data access performance of components in your organization.

OPTIMIZE REMOVE Period: Year to Date Year to Date Change : % Confirm Optimization Are you sure you want to optimize this component? Please verify that this optimization improves performance. If it doesn’t, consider removing it. It may take several minutes for this optimization to appear in your organization. Learn more Optimize

OPTIMIZE REMOVE Period: Year to Date Year to Date Change : % Limit of 20 optimizations per entity. Only provides an optimization recommendation when the impact is greater than 20%.

Recurring Integration Data Management Scenarios Data Migration

Cloud Service – Free Getting data in at high-speeds into CRM Online Designed to handle large volumes with data staging and validation Support for scheduling import (Post Preview feature) Platform SDK CRM Online Staging DB * PREVIEW FEATURE

@CRMUG CRMUG SUMMIT

@CRMUG BREAK

@CRMUG AMWAY CUSTOMER CARE Member showcase

Amway Customer Care Global Release Upgrade Mike Keeley & Nate Dykens Customer CMP GR4 83

Overview Program Overview Global Core Solution Upgrade to CRMOL Demo Challenges 2016 Features 84

Global Core Solution – Functional Overview Program History Global Requirements Gathering Methodology Implementations Decision for Moving Online Premise of Global Solution Localization & Extension at Market Level Upgrade to Unified Service Desk (USD) 85

Global Core Solution – Technical Overview Layering of Solutions Application Lifecycle Management Usage of Azure ExpressRoute 86

Upgrade to CRMOL Move from CRM 2011 On-Premise to CRM 2016 Online Benefits: Earlier Upgrades Create new orgs quickly Microsoft Azure Administration Migration from Custom to OOB Advanced Search Business Process Flows* Business Rules* Configuration Migration Tool Package Deployer 87

Demo Unified Service Desk Contact Search Integration with Phone Start Session Persistent Session Information Profile Information Case Creation Traditional Quick Cases 88

Challenges Project Consensus on Global Requirements Transitioning to Agile Breaking Free from Waterfall Mentality Globally Distributed Team Technical Deployments Performance Security / Authentication 89

2016 Features USD Performance Enhancements Parature (Knowledge Management) SLA (Service Level Agreement) Surveys Call Scripting Granular Releases (aka patching) 90

Questions ? 91

@CRMUG ROUND TABLE DISCUSSIONS

@CRMUG FEEDBACK, FUTURE TOPICS Wrap up

@CRMUG FEEDBACK A survey will be sent within 24 hours of the meeting. If you tweet, let us know how it #grcrmug