Email Tracking – Futures of Exchange Integration Roger Gilchrist, Microsoft

Agenda Context Challenges Strategy All relevant to on-premises, but more rigorously enforced online

Context

Context Receiving and responding to customer requests Tracking and managing the process of acting on the request Tracking and syncing other type of Exchange data

Rules based or Manual Tracking Older mechanisms Outlook for tracking Either Outlook or email router for mail tracking Outlook Email Router Rules based or Manual Tracking Rules Based Tracking Syncing Syncing

Common Challenges

Outlook client/ Router Challenges Mobility First Call Resolution Email to Case Transition All relevant to on-premises, but more rigorously enforced online

Outlook client stability Outlook Challenges Often common symptoms of Outlook client challenges Slow Startup Having the CRM Add-in slows Outlook startup Outlook client stability Add in being disabled Outlook client crashing Slow Form Startup Initial CRM form taking time to load Client Resource Usage Client machine overhead Need for Cached Exchange Mode Sync issues Duplicate records Records not synchronized

Email Router Challenges Often common Email Router challenges Email Router being deprecated, SSS is the future of server side integration Requires Server Particularly for Online customers Deployment challenge Only Email Not ACT Rules Limited No ability to manual define tracking Deploying for scale Limited resilience and scalability management options

Mobility Always On Speed of Response BYOD Working Patterns Microsoft Dynamics 4/23/2018 Mobility Always On Speed of Response BYOD Working Patterns All relevant to on-premises, but more rigorously enforced online Always On: Different scenarios, on trains, travelling. Need to adapt to working conditions. Cannot always open a laptop Speed of Response: Need to be quick. Cannot afford to boot up a laptop, mobile in your hand BYOD: Different devices mean different apps. Not always Outlook Different working patterns: need to adapt to different working approaches © 2014 Microsoft Corporation. All rights reserved. Microsoft, Windows, 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.

Exchange Integration Lots of options Typically use combination Confusion ‘just need Server Side Sync…..right?’ Outlook Client Manual/ Monitored Tracking Information Worker Email Router Automated Tracking Unmonitored/ unattended tracking/synchronization Separately hosted service Server Side Sync Unmonitored/unattended tracking/Synchronisation Hosted in CRM Async CRM App For Outlook Folder Based Tracking Multi-Device

Strategy

Goals Reduce overhead on client Minimise deployment challenges Improve client stability Enable mobility scenario

Capabilities needed Track initiate tracking of an item Sync changes synchronise data already recorded as being tracked View Data Access data in CRM, e.g. from related item Respond Communicate next steps or outcome to customer

For each type: Synchronisation and Tracking What it does….. As importantly…..what it doesn’t do!

Capabilities Reduce Client Dependency Multi-device Track Microsoft Dynamics 4/23/2018 Capabilities Reduce Client Dependency Multi-device Track Outlook Client Email Tracking Rules Forward Mailbox Folder Based Tracking CRM App for Outlook Sync Outlook Client Sync Email Router (email only and deprecated) Server Side Sync Viewing Outlook Client CRM App for Outlook CRM for Phone/ Tablet © 2014 Microsoft Corporation. All rights reserved. Microsoft, Windows, 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.

Inbound Tracking Options: not solveD entirely by SSS Outlook Client Supports tracking emails & ACT Allows most flexibility to manually deciding what to track Requires thick client install Rules Based Tracking Only supports email All emails/ all emails from known contacts rules available Requires Outlook client or Email Router or SSS Enables tracking with no client install and from multiple devices Folder Based Tracking Requires SSS CRM App For Outlook Only currently supports email, will support appointments in future. Avoids client install Works in Outlook apps on multiple devices, including thick client Outlook CRM and Exchange Online only currently Email only currently Forward Mailbox Avoids direct monitoring of user mailboxes Can be used to forward emails to for manual selection of mail to track, although requires forward as attachment MOCA Client Create email/ appointment/ contact/task in CRM Then sync using sync filters back to Exchange using SSS

Email

Mailbox Types: Individual v Queues Need to consider what usage pattern for mail Personal or shared mail If shared, a queue mailbox more appropriate, deal with case, not email Are all emails to that mailbox processed, or just some? Central mailbox Personal mailbox Queue

Email: Outlook Client Synchronisation CRM Outlook Client Sync Emails Send Emails Emails created in CRM Rules Tracked Emails ( all, from contacts): Create in CRM Emails Tracked from mailbox Manually tracked emails Outlook Client UI Tracked Emails Read Only in CRM

Email: Outlook client + Router/SSS CRM Emails Emails created in CRM Emails Tracked from mailbox Manually tracked emails Outlook Client UI Exchange Emails Email Router or Server Side Synchronisation SSS Only: Folder Based Tracking Rules Tracked Emails ( all, from contacts): Create in CRM Send Emails

Email: Email Router Only CRM Emails tracked only if rules based: all emails to the mailbox All emails from known contacts No UI, therefore cannot manually indicate an item is to be tracked. Outlook client is required for that Emails created in CRM Emails Tracked from mailbox Exchange Emails Email Router Rules Tracked Emails ( all, from contacts): Create in CRM Send Emails

Email: Server Side Synchronisation Only CRM Emails tracked only if: Rules based: all emails, from known contacts Using Folder Based Tracking: Requires CRM 2016 No UI, therefore cannot manually indicate an item is to be tracked. Outlook client is required for that Emails created in CRM Emails Tracked from mailbox Exchange Emails Server Side Synchronisation Folder Based Tracking Rules Tracked Emails ( all, from contacts): Create in CRM Send Emails

Email: CRM App for Outlook + SSS CRM App for Outlook, offers manual tracking without a client install Requires CRM 2015 Update 1+ Only available CRM Online to Exchange Online currently Requires Server Side Synchronisation Emails created in CRM Emails Tracked from mailbox Exchange Manually tracked emails CRM App for Outlook Emails Server Side Synchronisation Folder Based Tracking Rules Tracked Emails ( all, from contacts): Create in CRM Send Emails

Forward Mailbox Choice: Round robin processing of each mailbox Monitor individual mailbox Or Forward Mailbox Round robin processing of each mailbox Processing cost Latency to retrieve messages Forward Mailbox Process emails in order received Reduced overhead connecting to only 1 mailbox But need rules deploying to forward as attachment Personal Mailbox No changes to mailbox If not access through delegation, need each user’s credentials Personal mailboxes Forward mailbox CRM

Forward Mailbox Approach Consider for install free option for email, forward as rule Can even work across server but only for inbound, outbound wouldn’t work Only email though Facebook Chat Email Call Tweet Appointment Web Request

Outbound Tracking Options Outlook client Manually tracking items CRM App for Outlook Compose and Track Send from CRM If you create the email and send it from CRM then by definition ‘tracked’ Cc sender By cc’ing sender, can then track through inbound rules Issue is that exchange rules only work on inbound mail

Appointments, Contacts and Tasks (ACT)

Appointments Appointments, Contacts, Tasks follow similar pattern Will use appointments as example Will call out differences where they exist for Contacts and Tasks

ACT: Outlook Client Synchronisation CRM Outlook Client Sync Appointments Create Appointments in Outlook Matching Sync Profile Appointments created in CRM 2 way updates to Appointments matching Sync Profile All Appointments Manually tracked appointments Outlook Client UI Note: no rules to automatically track appointments Only appointments created in CRM and manually tracked appointments will exist in CRM and be eligible for update through sync mechanism

Appointments: Outlook client + Server Side Sync CRM Appointments All Appointments Manually tracked appointments Outlook Client UI Exchange Appointments Server Side Synchronisation 2 way Updates to Appointments matching Sync Profile Create Appointments in Exchange Matching Sync Profile Appointments created in CRM

Appointments: Server Side Synchronisation Only CRM Appointments only synced and updated if created in CRM No UI, therefore cannot manually indicate an item is to be tracked. Outlook client is required for that All Appointments Exchange Appointments Server Side Synchronisation 2 way Updates to Appointments matching Sync Profile Create Appointments in Exchange Matching Sync Profile Appointments created in CRM

Email: CRM App for Outlook + SSS Cannot currently track appointments, but planned in future release. But framework does not support contacts or tasks CRM App for Outlook, offers manual tracking without a client install Requires CRM 2015 Update 1+ Only available CRM Online to Exchange Online currently Requires Server Side Synchronisation All Appointments Exchange Manually tracked appointments CRM App for Outlook Emails Server Side Synchronisation 2 way Updates to Appointments matching Sync Profile Create Appointments in Exchange Matching Sync Profile Appointments created in CRM

Common Scenarios

Office Information Worker Work primarily at desk in a fixed office Select emails/appointments to track Audit record or to share with other CRM users for information View Emails/ Appointments/ Contacts View CRM Info Track Emails/ Appointments/ Contacts to CRM

Office Information Worker Capabilities Tracking Outlook add-in exposes track button to manually indicate items to track Rules based email tracking (all, from known contacts, reply to CRM email etc.) Outlook add-in hosts sync process Benefits Broad capability Email, ACT Challenges: Deployment to client desktops Overhead on client: startup, sync process Virtual desktop compatibility Outlook Add-In Track Sync

Office Information Worker Capabilities Tracking Outlook add-in exposes track button to manually indicate items to track Rules based email tracking (all, from known contacts, reply to CRM email etc.) Folder Based Tracking Server Side Sync hosts sync process Benefits Broad capability, offline Email, ACT Syncing while Outlook not active Challenges: Deployment to client desktops Overhead on client, startup, processing Virtual desktop compatibility Exchange 2010+ Outlook Add-In Track Sync Server Side Sync

Office Information Worker Capabilities Tracking Outlook add-in exposes track button to manually indicate items to track Rules based email tracking (all, from known contacts, reply to CRM email etc.) Folder Based Tracking Server Side Sync hosts sync process Benefits Broad capability, offline Email, ACT Syncing while Outlook not active Challenges: Deployment to client desktops Overhead on client, startup, processing Virtual desktop compatibility Exchange 2010+ Sync Server Side Sync Rules/ Folder Based Tracking

Office Information Worker Capabilities Tracking Track Email, Appointments (coming soon) Rules based email tracking (all, from known contacts, reply to CRM email etc.) Folder Based Tracking Compose and send tracked email Benefits No deployment to client, all server side Virtual desktop compatibility Challenges: Pre-requisites: Exchange 2013+, Outlook 2013+ Deployment model limitations currently CRM App for Outlook Sync Track/ Compose Server Side Sync Rules/ Folder Based Tracking

Mobile Information Worker Work both within an office and remotely offsite Select emails/appointments to track Audit record or to share with other CRM users for information Access CRM information while in office and remote View Emails/ Appointments/ Contacts View CRM Info Track Emails/ Appointments/ Contacts to CRM

Mobile Information Worker 1 CRM for Phone/Tablet Capabilities Tracking Rules based email tracking (all, from known contacts, reply to CRM email etc.) Folder Based Tracking Access to CRM Info via CRM for Phone/Tablet App Benefits No deployment outside of CRM Servers Compatible with range of devices, native mail apps Utilise phone/tablet app from device stores for access to CRM info more broadly Challenges: Pre-requisites: Exchange 2010+ Sync Server Side Sync Rules/ Folder Based Tracking

Mobile Information Worker 2 CRM for Phone/Tablet Embedded UI Capabilities Tracking Track Email, Appointments (coming soon) Rules based email tracking (all, from known contacts, reply to CRM email etc.) Folder Based Tracking Access to CRM Info via CRM for Phone/Tablet App Benefits No deployment to client, all server side Compatible with range of devices Utilise phone/tablet app from device stores for access to CRM info more broadly Challenges: Pre-requisites: Exchange 2013+, Outlook 2013+ Deployment model limitations currently CRM App for Outlook Sync Track/ Compose Server Side Sync

Mobile Specialist Worker CRM For Phone/Tablet Task Based Experience Embedded UI Capabilities Tracking Track Email, Appointments (coming soon) Rules based email tracking (all, from known contacts, reply to CRM email etc.) Folder Based Tracking Access to CRM Info via CRM for Phone/Tablet App Benefits No deployment to client, all server side Compatible with range of devices Utilise phone/tablet app from device stores for access to CRM info more broadly Tailored experience for specialised tasks Challenges: Pre-requisites: Exchange 2013+, Outlook 2013+ Deployment model limitations currently CRM App for Outlook Sync Track/ Compose Server Side Sync

Queue Handlers Work primarily at desk in a fixed office Select emails Audit record or to share with other CRM users for information View Emails/ Cases View CRM Info Automatically Track Emails/ Contacts to CRM

Queue Handlers Capabilities Tracking Rules based email tracking: typically All Server Side Sync hosts sync process Benefits No client sync Support for centralised mailbox with no direct user monitoring Convert straight to case Challenges: Headless tracking, no manual selection of actions Not as rich an email experience as Outlook Browser Client/ ISH View Emails/ Cases Send Emails Sync Server Side Sync

Appointment Booker Appointment Bookers typically in a branch/Call centre Book appointments for specialist to their Calendar Can therefore see full availability. Assumes specialist can book appointments ( personal & business) directly to calendar Audit record or to share with other CRM users for information View Appointments/ Contacts View CRM Info Book Appointments for Specialists in Specialist’s Calendar Track Appointments/ Contacts to CRM

Appointment Booker – Exchange Master Capabilities Tracking Track Appointments coming soon Benefits No deployment to client, all server side Virtual desktop compatibility View full availability in Exchange calendar Challenges: Requires manual tracking to CRM by end user No automated Appointment tracking Pre-requisites: Exchange 2013+, Outlook 2013+ Deployment model limitations currently Embedded UI CRM App for Outlook Sync Track Server Side Sync

Appointment Booker – CRM Master Capabilities Syncing to Exchange Manual tracking to CRM for private/personally booked appointments Benefits No deployment to client, all server side Virtual desktop compatibility Full info available in CRM Challenges: Availability needs to be recorded in CRM Create placeholder appointments Or track all appointments to CRM including private Pre-requisites: Exchange 2013+, Outlook 2013+ Deployment model limitations currently Browser Client Embedded UI CRM App for Outlook Create Appointments Sync Track Server Side Sync

List of scenarios to solutions Client Tracking Syncing Office Information Worker: physical desktop Outlook client Rules based tracking PREFERRED: Server Side Sync OPTION: Outlook client Sync Office Information Worker: virtual desktop CRM App for Outlook Server Side Sync Mobile workers MOCA Tablet/Phone Native Tablet/Phone Apps Outlook Offline Create directly in MOCA Client Folder Based Tracking Queue Handlers Browser client Queue based tracking Appointment Bookers CRM App Create directly in CRM

Points to Note Direction of sync important, sync from CRM to Exchange more options than Exchange to CRM Typically users have other items in Exchange they don’t want to sync So need manual intervention for Exchange to CRM Appointments, Contacts and Tasks CRM -> Exchange: can be done through SSS or Outlook Exchange -> CRM: can only be done through tracking in Outlook client, there are no rules based options. CRM App for Outlook will offer tracking of appointments without client install and to mobile device apps Service Activities are special case, only editable in CRM, so 1 way sync to Exchange Email Consider rules based or folder options to avoid client install

Private Appointments We sync private flag from Exchange to CRM But need customisation rules in CRM to determine what to do with them E.g. re-assign to private BU Blocks schedule Public Business Unit Private Business Unit Re-assign CRM Appointment Private Appointment

Appointments deletion Owner or organiser can delete appointments But if multiple people tracking it, the deletion will propagate back to Outlook Need to consider whether owner should be organiser. But what if organiser is not a CRM user

Pre-requisites Server Side Sync CRM 2016 for Hybrid modes Need up to date Exchange 2010+ Major improvements in CRM 2015 Update 1 and CRM 2016 around stability, monitoring CRM App for Outlook Requires Exchange 2013+ Requires Outlook 2013+ CRM & Exchange Online only currently but with Spring Wave targeting other models Requires Server Side Synchronisation Folder Based Tracking CRM 2015 Update 1 & CRM 2016 Server Side Synchronisation

Summary

Summary Engaging with customers across channels is forcing different working practices CRM is increasingly offering multi-channel engagement capabilities But this also has an impact on the way that existing Exchange integration needs to change There are multiple options available now, that work in combination to meet customer needs. This needs to be considering in implementation designs

Final reminders CPE Credit Code: 53C2 Complete Surveys 56