5. CRM Online Professional Features + -Brand management -Return on marketing investment -Knowledge management -Social care -Web chat -Unified service desk -Sales automation -Customer service automation -Mobile solutions -Business process management -Social listening* -Social analysis* -Workflow, charts & dialogs

6. Knowledge Management Customer Portal Mobile Self-Service Mobile Ticketing Chat Voice of the Customer Web Chat Facebook Portal

7. Dynamics CRM Spring 2014 Release CRM Online Professional $65/month CRM Online Basic $30/month CRM Online Essential $15/month CRM Online Enterprise $200/month New Lead and Opportunity tracking Account management Sales planning Pipeline management and forecasting Data enrichment and insights (US Only) New

9. CRM Online Spring Release Licensing Details * Included capacity and add-on pricing are the same as with stand-alone services Pricing and availability $200/month full USL Launches May 1 External Access Varies by functionality Included functionality All CRM Online Professional functionality* Social Listening Professional functionality* Dynamics Marketing functionality* Unified Service Desk software subscription Service Assignment All included functionality must be assigned to the same user Dynamics CRM Online EnterpriseDynamics CRM Online Professional Pricing and Availability $65/month full USL $45/month USL for CRM Professional CAL SA External Access External CRM users do not require USL’s Included functionality Includes Microsoft Social Listening Functionality* Requires minimum 10 seat CRM Online Professional subscription in MOSP Minimum initially deferred for EA Add-Ons Additional production instances at $549/month Non-production instances @ $149/month Storage @ $9.99/month Pricing and Availability $125/month full USL Launches May 1 External Access External users require USL’s Included Capacity 5GB Storage 50,000 emails/month Add-Ons Additional Product Instances @ $250/month Additional test instances @ $150/month Storage @ $9.99/GB/month Email marketing messaging $50/10,000 messages Dynamics Marketing Pricing and Availability $100/month full USL $20/month Add-On for CRM Professional CAL SA 5 seat minimum purchase initially deferred in EA Launches April 1 External Access External users require USL’s Included Capacity Includes 10,000 documents/month Add-Ons Add 10,000 documents @ $100/month Add 100,000 documents @ $900/month Add 1M documents @ $8000/month Microsoft Social Listening

10. Optional add-ons Production Instances: $549/inst./mo. Non-Production Instances: $150/inst./mo. Storage: $9.99/GB/month Microsoft Dynamics CRM Online Spring 2014 Release *One non-production instance is included with 25 or more Professional USLs. **For every 20 Professional USLs, the storage capacity increases by 2.5 GB, up to 50 GB at no additional charge. U.S. list prices through Microsoft Online Services Program Enterprise $200/u./mo. Professional $65 / u./mo. Basic $30 / u./mo. Essential $15 / u./mo. Microsoft Dynamics Marketing Enterprise Unified Service Desk Microsoft Social Listening Professional 1 Create workflows, bulk data import and customizations across any entity Run workflows 2 Opportunities, goals, contracts, quotes, orders, invoices, competitors Sales campaigns, quick campaigns, marketing lists, price lists, product lists Services, resources, work hours, facility, equipment, articles System reports, system charts, system dashboards, CRM application data User reports, dashboards and charts Accounts, contacts, cases and leads Custom entities 33 Activities, notes

11. Microsoft Dynamics Online support

12. Microsoft Dynamics Online Support Offerings

13. Default Paid/Trial Microsoft Dynamics Cloud Support Premier Varies Professional Direct $9** Enhanced $5 Subscriptio n Included Self-Service Capabilities Community Forums Service Health Dashboard Customer Source, CRM Customer Center Reactive Support Response Times Sev A: 1h Sev B: 2h Sev C: 4h Sev A: 1h Sev B: 2h Sev C: 4h Sev A: 2h Sev B: 4h Sev C: 8h Sev A: Next Biz Day Sev B: Next Biz Day Sev C: Next Biz Day Web & Phone Submission Billing & Subscription Support Unlimited Technical Break-Fix Incidents Callback Available 24x7 Technical Support Priority Handling Critical Situation Support Proactive Services Training Materials* + Full access to Premier Catalog + Customizable Training Materials + Full access to eLearning and Training Manuals Getting Started Catalog Advisory Support FullLimited Service Delivery Management Technical Account Management AssignedPooled Enhanced Reporting Escalation Phone Line 1:1 Mentoring Onsite Services

14. Resources for Microsoft Field microsoftdynamicspartnernetworkworldwide