Microsoft Dynamics CRM User Group (CRMUG®) Regional Chapter Meeting Welcome! Microsoft Dynamics CRM User Group (CRMUG®) 2nd Quarter 2013 Regional Chapter Meeting

Agenda 4:00 - 4:15 - Registration/Networking 4:15 - 4:30 - Chapter Business 4:30 - 5:15 - Service Side of CRM 5:15 - 6:00 - QA Roundtable

Getting to know you better Introductions Name Company (describe Company/Industry) Your role in the company What do you hope to accomplish by attending this and future meetings? Have everyone introduce themselves. Take the time to find out a little bit about the demographics of your attendees. Make sure that everyone has marked the “Attendance Register” provided by CRMUG with a checkmark indicating their presence at the meeting. CRMUG already has their email address, etc; so the only action item for those listed on the Attendance Register is to check that they actually attended the meeting. For those attendees who are NOT listed on the Attendance Register, they will need to provide a business card and/or fill out their information so that CRMUG may follow up with them directly to make sure that they are added to the registration (if already members of CRMUG) OR we will follow up with instructions on how to become members of CRMUG.

About CRMUG Founded in 2007 Officially recognized by Microsoft CRM Users VARs Microsoft ISVs Founded in 2007 Officially recognized by Microsoft The largest, independent group for Users of Microsoft Dynamics CRM (6,500+ individuals) 2,700+ unique companies 91% User Members/ 9% Partner Members Very general introduction of WHO we are …. Basically a three-legged stool with the Users, Partners and Microsoft (CRMUG is the platform that allows all parties to share knowledge and gain real tools to increase their productivity)

What Regional Chapters Do Share Learn Connect · Connect with other Dynamics CRM Users and experts in your industry, role or region · Learn from the experiences of Users who share similar goals and challenges · Share your own experiences and expertise with the CRMUG community

Join NOW and see what everyone is talking about! CRMUG Collaborate NEW Private Online Community for CRMUG Members http://Community.crmug.com

It accomplishes what we’ve tried to accomplish with this page……… It accomplishes what we’ve tried to accomplish with this page……….brings all these types of networking tools to a single location! Another thing – since we ‘own’ it, it allows us to keep a pulse on our members’ activity – what are they discussing, what’s important, etc. – so we can continue to improve programming and provide benefits/programs that are relevant to what our members want

Start Collaborating Today! http://community.CRMUG.com Sign in and update your Profile & Privacy settings. Join your Regional Chapter & SIG communities. Start a conversation. Post a question or discussion in your “Local” community or in the “All Members” community. Start Networking! Use the Directory to find and connect with other members. Use your CRMUG.com Windows Live ID So finally, here is your at-office takeaways – you can do this right now if you have your computer. 1st thing we want you to do is sign in using your WLID, all your information will pull from CRMUG so make sure your address, contact information and product information is current Then, 2nd sign up for your local chapter community. Once your meeting is completed, you can post notes and documents to the site for the whole chapter to see. And finally start networking with each other…search for other members like yourselves or unlike yourselves if you want some diversity and start engaging. I know that was a little fast and a little long. What questions can we help with, is there any area you are excited about? Well thank you all for the great questions, we are extremely excited to be able to launch this to you. And….we are still perfecting the site, so we ask you as ‘early adopters to use the Contact Us button if something seems off, or a link is broken or if you cannot log in.

CRMUG Upcoming Events

May Webinars Webinar Date Premium /Open SIG - CRM Online 2011 – Implementation and User Adoption: A PMI Story May 15 Open CRM/GP Integration SIG: Creating a Better System with SharePoint May 16 Tampa Summit Preview May 22 User Group Information and Orientation May 28 Convergence 2013 Encore: Gamification of User Adoption May 29 Premium

June Webinars Webinar Date Premium /Open CRMPC(CRM Partner Connections): Leveraging CRMUG to Enhance Your Existing Customer Base Jun 5 Premium Convergence 2013 Encore: Dynamics CRM Data Integrity – Good and Bad Jun 6 SIG: Administration - MVP Chat Jun 12 Open SIG: Public Sector - CRM and Data Systems Integration for Government Entities Jun 18 CRM Academy: CRM Administration for New Users Jun 19 Tampa Summit Preview Convergence 2013 Encore: Extending CRM Beyond Sales Force Automation – xRM Gone Wild Jun 20 CRMPC (CRM Partner Connections) Webinar: So You Want to Be a CRM Superstar? Jun 24 Partners Only Partner Event - CRMUG Partner Benefits and What it Means to You! Jun 25 User Group Information and Orientation Jun 27

CRMUG Summit 2013 Week of October 21, 2013 Tampa, FL See you there!

CRMUG Memberships Free Join NOW to continue attending chapter meetings & receive future communications! Preview Membership (60 Days) Premium Membership (per organization) Small Business, $400/yr for 1-9 MS CRM licenses Mid Market, $700/yr for 10-99 MS CRM licenses Enterprise, $1,200/yr for 100+ MS CRM licenses Free CRMUG Memberships are available to ALL Dynamics CRM Users Membership with CRMUG is required to attend future meetings. With a CRMUG membership you receive email communication on the following schedule (approx. once/week): CRMUG General Newsletter (week 1) CRMUG Upcoming Events (week 2) CRMUG Academy News (week 4) Membership also allows you to register online for meetings, webinars and other classes Membership connects you to the CRMUG Collaborate community 1. “Premium” Membership is based on the number of CRM User Licenses that your company holds & is paid annually -- Membership is inclusive -- One fee per company, not a “per user/per license” fee “Basic” Membership is FREE; but, has limited benefits Still not sure? Sign up for a “Preview” Membership, which is our 60-day Trial “Premium” Membership, all at no cost to you or your company. Go to http://www.crmug.com/join-crmug for a complete list of membership benefits

Is your company’s Primary Contact receiving & sharing their copy Is your company’s Primary Contact receiving & sharing their copy? Also Available Online http://www.crmug.com/member-resources/magazine/ Basic Members - receive 1 copy per company Premium Members - receive up to 3 copies per company Premium members receive up to 3 copies per company (delivered to your Primary/Administrative contacts) Basic members receive 1 copy per company (delivered to your Primary contact) Make sure that your CRMUG company and individual profiles are up-to-date Go to the CRMUG.com website and Sign In with your Windows Live ID (upper right-hand corner of the home page) Go to “Company Profile” or “My Profile” Send an email to help@crmug.com if you have additional questions

Would you like to serve on your chapter’s Leadership Committee Would you like to serve on your chapter’s Leadership Committee? Ask your Chapter Chairperson for more information or contact Mary@crmug.com Premium members receive up to 3 copies per company (delivered to your Primary/Administrative contacts) Basic members receive 1 copy per company (delivered to your Primary contact) Make sure that your CRMUG company and individual profiles are up-to-date Go to the CRMUG.com website and Sign In with your Windows Live ID (upper right-hand corner of the home page) Go to “Company Profile” or “My Profile” Send an email to help@crmug.com if you have additional questions

Chapter Business Set Meeting Date, Location & Presenters Suggested 2013 Quarterly Meeting Date(s) 1st Quarter (Feb/Mar) 2nd Quarter (Apr/May) 3rd Quarter (Aug/Sep) 4th Quarter (Nov/Dec) Location Customer site? Microsoft office? Presenters (Member Showcase, Educational Topic, ISV Solution, Microsoft Roadmap, Ask the Expert panelists) Join CRMUG Collaborate (private online community for CRMUG members) Join your local Leadership Team to help plan future meetings! Summit 2013, Tampa, FL October 21-25 Try to get volunteers for the leadership roles from the Users (let them know how easy I make it for them ) Volunteers for a Customer Showcase? CRMUG will provide a template; but, the basis is sharing their CRM usage, tips & tricks, or solutions to a challenge they faced in CRM Volunteers for an Educational Workshop? (ISV solution?)

What’s Your Forte? CRMUG Encourages Your Participation! Who else can share Dynamics CRM perspective? Will you speak? Will you write? Will you lead? Please contact: Tony Stein tony@crmug.com Mary Berens mary@crmug.com

ISV Solution Members for possible Educational Sessions or Q & A Panelists Adobe® EchoSign®

Additional Partner Members for possible Educational Sessions or Q & A Panelists DFC Consultants Sonoma Partners

Additional Questions/Comments Tony Stein, CRMUG Director Tony@CRMUG.com 877-324-8880 x1449 Onika Allen, CRMUG Program Coordinator Onika@CRMUG.com 877-324-8880 x1455  Mary Berens, CRMUG Regional Chapter Coordinator Mary@CRMUG.com 877-324-8880 x1495  www.crmug.com

Roundtable Discussions

Educational Presentation Service Side

CRM Service Side OOTB Accounts Contracts Contract Hours and Incidents Cases Service Service Activities

Resources and Resource Groups Resources: “Resources" are people (CRM users), facilities (such as a room or a hall, where a service activity can be performed), and equipment. Individual resources have work schedules that define when they are available to work. A Resource Group is a pool of similar resources, from which individual resources can be chosen for a service activity. These resources generally can be thought of as being interchangeable. Perhaps the members of one resource group have the same skill set (or at least a skill set appropriate for a certain service activity).

Service and Selection Rules A service is a type of work provided to a customer and performed by one or more resources. For example, bike repair or tax consultations are services. To define a service, enter general information about the service, identify the resources needed to provide the service, and then describe these requirements by creating a selection rule. A selection rule is the list of users, facilities, or equipment required to perform a service. You can define resources by how busy they are, and whether the resources are from the same site or business location. For each service, create at least one selection rule by selecting one or more users, facilities, and equipment to perform it.

Service Calendar Service Calendar – sync to Outlook Calendar Many people do not realize that Service Activity records can synchronize as well. They only will synchronize for users who are scheduled as one of the resourcesproviding the service activity. So if you create a new service activity and select another user as the resource to provide it, the record will synchronize to the selected resource's Outlook schedule, but not to yours.

Setting Up Services & Contracts

Service – Resource Staffing Automate the Weeks, Choose Role, Billable and Team Member.

Training Additional Training can be found through either CustomerSource or PartnerSource As well as there are a lot of YouTube videos out there.

Replacement for Auditing Created a new Custom Entity Created a Workflow on the Case that every time the Case Status Reason or Ownership changes it creates an Record in the new entity. This is quick. You can view it in Advanced Find and Report off of it.

Next Meeting August/Sept 2013? Vendor Spotlight? Educational Topic and/or ISV? Presenters? Location? Hours? Join the CRMUG Leadership Team?