Microsoft Dynamics Customer Driven Update (CDU) 11/10/2018 Microsoft Dynamics Customer Driven Update (CDU) © 2013 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.

Customer Driven Update (CDU) for CRMOL Microsoft Dynamics 11/10/2018 What is Customer Driven Update (also known as CDU)? Review the CRMOL Update Policy and Communications Cadence The goal of the presentation is to provide you an overview ON THE customer driven update feature OR also known as “CDU” and the policy built around it as well as what our communications cadence look like Answer Questions © 2013 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.

CRM Online Customer Driven Updates – What is it? A Customer Driven Update (CDU) is a feature within the CRM Online Application that provides System Administrators control over scheduling for major updates. This enables the customer to “drive” the timing of the update to be the most suitable for their company, in turn allowing them to manage their Microsoft Dynamics CRM Online instances. Customer Driven Updates, WHAT IS IT? A customer driven update, also commonly referred to as “CDU” is a feature within the CRM Online Application that provides System Administrators control over scheduling for major updates. This enables the customer to “drive” the timing of the update to be the most suitable for their company’s needs, in turn, allowing them to manage their Microsoft Dynamics CRM Online instances or orgs.  

Customer Driven Upgrade (CDU) Benefits Microsoft Dynamics Customer Driven Upgrade (CDU) Benefits 11/10/2018 2 3 1 Relevant and timely communication reminders starting 90 days out Enables the power of choice Provides customer the ability to drive scheduling This feature provides a number of benefits to the customer, ranging from enabling the power of choice, which gives the customer full control over scheduling for major releases through consenting their update coupled with relevant and timely communication reminders starting 90 days. © 2013 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.

CRM Online Customer Driven Updates UI Experience Choose Open to open the selected CRM instance. Shows the instance type. Choose Manage updates now to change the date for your update. Shows the region where your tenant resides. Shows the current and target version of CRM Online. Choose Change target version to update to a different version of CRM Online. This page allows the customer to manage all of their CRM Online instances. They can perform a multitude of actions from this page. A few key action include: Changing their target version, should there be multiple versions available to them Reschedule an update View details of their maintenance window and Approve an update The date defaults to the alternate date if the primary date is missed. Choose Reschedule update to change the date for your update. Choose Approve Update to proceed with the scheduled date.

CRM Online Customer Driven Updates UI Experience Enter preferred date   Next, this is a view into the calendar that the customer would see should they opt to select to re-schedule an update

CRM Online Customer Driven Updates UI Experience Cont. Approve date   In the final view of the UI experience walk through we are providing you, the customer will see a page which is a summary of the selected schedule for the instance is being managed. Once the customer approves the changes they will then be re-direct back to the instance picker page at which point they will also need to approve the actual update

CRM Online Update Policy – How it Works? This policy is intended to provide the latest and greatest features and platform to our customers ultimately enhance their experience and suit their business needs. The simplest way to articulate the Update Policy is that we do two Major Updates a year and a customer must take at least one update a year or customers can be one version behind. Microsoft Dynamics CRM 2015 Update (Vega) Microsoft Dynamics CRM 2015 Update 1 (Carina) Microsoft Dynamics CRM 2016 (Ara) Major Release Versions In this slide you will see the CRM Online update policy, the intent of the policy is to provide the latest and greatest features and platform to our customers - ultimately enhancing their overall experience Now let me walk you through the Policy: We do 2 major updates a year a customers must take at least one of those updates per year If they do not, the next available release then becomes mandatory   http://aka.ms/crmolpolicy

CRMOL Customer Driven Upgrade Experience – Notification Cadence Microsoft Dynamics CRMOL Customer Driven Upgrade Experience – Notification Cadence 11/10/2018 T-MINUS Schedule 90 Days Email – 90 days before update (approved) Email – 90 days before update (needs approval) 30 Days Email – 30 days before update (approved) Email – 30 days before update (needs approval) 15 Days Email – 15 days before update (approved) Email – 15 days before update (needs approval) 7 Days Email – 7 days before update (approved) In-product Alert Email – 7 days before update (needs approval) Update Day Web Update in progress (Only approved) Post Email – Update successful Email – Update fallback to secondary slot Email – Update will be rescheduled WEB IN PRODUCT Lastly we would like to leave with an overview of the robust communications cadence built into the CDU experience. Once the customer has been scheduled they will begin to see a series of communications and/or alerts, some of which will require action on the customer’s part. These notifications will come at the: 90 day 30 day 15 day 7 day mark As well as while your update is in progress and once its complete. EMAIL NOTE: Emails are set to CRM System Administrators & Notifications List per Instance (Organization) © 2013 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.

Microsoft Dynamics 11/10/2018 Disclaimer © 2015 Microsoft Corporation. All rights reserved. This presentation contains Microsoft Confidential Information and is intended for Microsoft internal use only, or for Microsoft customers/partners under NDA. The Microsoft Dynamics CRM features illustrated in this document are related to pre-release products under development. 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. All pre-release product release dates and features specified are preliminary based on current expectations, and are subject to change without notice. Microsoft may make changes to specifications and product descriptions at any time, without notice. MICROSOFT MAKES NO WARRANTIES, EXPRESS, IMPLIED OR STATUTORY, AS TO THE INFORMATION IN THIS PRESENTATION. NO LICENSE, EXPRESS OR IMPLIED, BY ESTOPPEL OR OTHERWISE, TO ANY INTELLECTUAL PROPERTY RIGHTS IS GRANTED BY THIS PRESENTATION. Microsoft products are not intended for use in medical, life saving, or life sustaining applications. Microsoft Confidential. Internal use only. Do not remove this slide © 2012 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.