MICROSOFT DYNAMICS CRM 2011 HIGH LEVEL PRODUCT OVERVIEW Lou Bergstrom, Senior Consultant Microsoft Services, Federal September 21, 2013 TechGate 2013 – Reston, VA

INTRODUCTION Currently, I am Senior Delivery Services Consultant specializing in Microsoft Dynamics CRM. With over 9 years of experience in implementing CRM solutions at various customers across US Public Sector and Commercial industries: pre-sales, business requirements gathering, fit gap analysis, business processes re-engineering, proof-of-concept, test, go live and support. I'm able to act at different levels of a CRM project (functional and technical project scoping, developing phase, architecture & design review and project management). I continue to work with Microsoft Dynamics CRM on a daily basis and have picked up a wealth of experience with customizing, extending and integrating within the product. I’ve consulted on the end-to-end experience of CRM solutions infrastructure: Windows Server, Active Directory Federated Services, SQL, Reporting Services, SharePoint, Exchange, Windows client and Mobility.

Sales Productivity Customer Care Marketing Effectiveness Extended CRM Applications Relationships Interactions Process Insights xRM Framework Microsoft Outlook® Browser Mobile HIGH LEVEL PRODUCT OVERVIEW

EXTENDED CRM Organizations need to extend the power of CRM to maximize other relationships. Microsoft Dynamics CRM 2011 is easily customized to support Extended CRM scenarios Partner Relationship Management Distributor Relationship Management Reseller Relationship Management Employee Relationship Management Contractor Relationship Management Supplier Relationship Management Asset Management Property Management Fleet Management Case Management Task Management Event Management

THE POWER OF PRODUCTIVITY Natural and Personal Collaborative and Integrated Insightful and Actionable

FAMILIAR: NATURAL AND PERSONAL Office Fluent UI Role-Tailored Forms Enhanced Navigation Data Import/Export Flexible Activities

OFFICE FLUENT UI Streamlined UI Expandable/ Contractible forms Contextual Ribbon Embedded sub-grids Contextual Ribbon Sub-grid(s) Expandable/Contractible forms

ROLE TAILORED FORMS Role-based forms Multiple forms per entity Drag-and-Drop creation Web and Mobile support

ENHANCED NAVIGATION Personal views Record pinning Most recently used lists Real-time record filtering

DATA EXPORT/IMPORT Data Import Wizard One-click export to Excel Re-import data from Excel PowerPivot and Office Web applications support

FLEXIBLE ACTIVITIES Custom activities support Bulk actions (complete, cancel, Set Regarding) Event driven activities (that is to say, case resolution) Re-occurring appointments

INTELLIGENT: INSIGHTFUL AND ACTIONABLE Real-Time Dashboards Guided Dialogs Inline Visualization Enhanced Queues Business Auditing

REAL-TIME DASHBOARDS Real-time data Personal or system dashboards Point-and-click creation External data integration Bing Maps Other Web Resources iFrames

GUIDED DIALOGS Guided flow and prompts Embeddable tips, queues and hyperlinks Dynamic and static response support Inline queries of CRM data Dialogs are a question and answer format that can be run on-demand or as a child to another process

INLINE VISUALIZATION Contextual analytics Drill-down capability Pre-built visualizations Wizard-driven custom visualizations

ENHANCED QUEUES Queues against any entity User and team queues Check-in/Check- out Queue routing

BUSINESS AUDITING System-wide auditing (including custom entities) Automatic audit trail Record or field level Pre-configured audit rules

CONNECTED: COLLABORATIVE AND INTEGRATED Contextual Document Mgmt Team Management Declarative Design Solutions Management Developer Tools

CONTEXTUAL DOCUMENT MANAGEMENT Wizard-driven SharePoint configuration Contextual document libraries Check-in/check- out Track changes and version control

TEAM MANAGEMENT Team ownership of records Team security roles Roll-up repor ting Team based workflows

DECLARATIVE DESIGN Drag-and-Drop UI Add fields and relationships within Form Navigation Editor Entity header and footer

SOLUTIONS MANAGEMENT Solution Lifecycle Management Solution layering Managed or unmanaged solutions Cloud or on- premises support

DEVELOPER TOOLS WCF and.NET 4.0 Web Resources.NET data types Open Data Protocol ( OData ) Dynamics CRM Software Developer Toolkit ( SDK )

AMPLIFYING PRODUCTIVITY Connections Contextual Document Mgmt Social Media Team Management Declarative Design Dynamics Marketplace Solutions Management Developer Tools Real-Time Dashboards Guided Dialogs Inline Visualization Conditional Formatting Goal Management Enhanced Queues Business Auditing Field Level Security Office Fluent UI Next-Gen Outlook Client Role-Tailored Forms Enhanced Navigation Data Import/Export Flexible Activities Products and Pricing Productivity Enhancements

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