1. @CRMUG MEETING WILL BEGIN SHORTLY

2. @CRMUG Microsoft Dynamics CRM User Group (CRMUG ® ) Chapter Meeting WELCOME! Grand Rapids Tweet during Today’s Meeting: @CRMUG, #CRMUG, #CRMUGGR

3. @CRMUG AGENDA 8:30 – 8:45Chapter Business & Introductions 8:45 – 9:30Microsoft 2016 Online 9:30 – 9:45CRMUG Summit 9:45 – 10:00Break 10:00 – 11:00 Customer Showcase - Amway Customer Care 11:00 – 11:45Round Table Discussions 11:45-12:00Wrap up

4. @CRMUG GRAND RAPIDS CRM USER GROUP TEAM Chapter RoleNameCompany Chapter ChairRob GalliniHarperCollins VP ProgrammingPierre HulsebusScribe VP CommunicationTeri StoraRehmann VP MembershipNate DykensAmway

5. @CRMUG GET TO KNOW YOUR CRM PEERS Introductions ‒Name ‒Company (describe Company/Industry) ‒Your role in the company Tweet the most interesting thing you hear or the person you are most excited to network with using @crmug, #crmuggr

6. WHY CRMUG? Spend some time to save a lot of time Save money by finding a low cost resource for Dynamics CRM assistance Career and professional development Get recognized inside and outside of work Help your business grow Make your job easier by learning more efficient ways to use the software Learn from what others have done, good or bad

7. @CRMUG Connect, Learn, Share 23,000 of your Dynamics CRM peers are waiting for YOU to join the Community! Get Started Now Have Questions? Contact Bryan Erstad, CRMUG Membership Manager 877-324-8880 x1450 bryan@crmug.com JOIN CRMUG Enroll Online … www.crmug.com/join Being a member of CRMUG means… “learning from others to avoid mistakes and common pitfalls, relating and making connections with other users, and interacting with best minds in industry”

8. @CRMUG Join our Chapter Community today to receive updates and access to the content library with presentation materials.

9. @CRMUG MICROSOFT CRM 2016 ONLINE

10. @CRMUG CRM ONLINE Version 8.0.0.x aka CRMOL v2016

11. @CRMUG

12. MARKETING SMS Marketing

13. @CRMUG MARKETING

14. @CRMUG

15. VOICE OF THE CUSTOMER (SURVEYS)

16. @CRMUG

17. INTERACTIVE SERVICE HUB Role driven next-gen agent experience s (tailor- made for Customer Service personas) NEW

18. @CRMUG KNOWLEDGE MANAGEMENT

19. @CRMUG POWERBI OFFERING SERVICE INTELLIGENCE

20. @CRMUG

21. UNIFIED SERVICE DESK (USD)

22. @CRMUG

23. MICROSOFT SOCIAL ENGAGEMENT

24. @CRMUG SOCIAL CENTER

25. @CRMUG

26. Private documents storage All document sources in one place Phone and tablet support for document management NEW

27. @CRMUG ONEDRIVE FOR BUSINESS

28. @CRMUG Auto-generate formatted Documents based on CRM Records Generate docs as part of a workflow Create and edit Templates to achieve the desired document structure NEW

29. @CRMUG Creating a Template

30. @CRMUG Generate a Document

31. @CRMUG

32. APPS, APPS, APPS AND OUTLOOK

33. @CRMUG

35. Deep linking directly to a record/view/dashboard in the CRM mobile app Inbound links from other apps such as email to CRM with mobile-specific URI Built-in email sharing for apps ms-dynamicsxrm://?pagetype=entity&etn=[ETN]&id=[GUID]

36. @CRMUG Calendar Arc Knob Auto-Complete Bullet Graph Flip Switch Input Mask Linear Gauge Linear Slider Multimedia Number Input Option Sets Radial Knob Signature/Pen Star Rating Website Preview

37. @CRMUG UNDERSTANDING CUSTOM CONTROLS  Enhanced visualization and touch experiences—controls are for Mobile Client only  Surfaced as regular Xrm.Page.ui control objects, with support for onLoad and onChange events  Available to replace entity grids, Dashboard/Form lists and Form fields  Not available on Process Control and Phone Header fields on this release  Not extensible on this release  15 controls available: Calendar, Arc Knob, Auto-Complete, Bullet Graph, Flip Switch, Input Mask, Linear Gauge, Linear Slider, Multimedia, Number Input, Option Sets, Radial Knob, Pen Control, Star Rating, Website Preview (online orgs only)

38. @CRMUG DATA PERFORMANCE New System Setting Option

39. @CRMUG Data Performance Review, analyze, and optimize the data access performance of components in your organization.

40. @CRMUG OPTIMIZE REMOVE Period: Year to Date Year to Date Change : +100.00% Confirm Optimization Are you sure you want to optimize this component? Please verify that this optimization improves performance. If it doesn’t, consider removing it. It may take several minutes for this optimization to appear in your organization. Learn more Optimize

41. @CRMUG OPTIMIZE REMOVE Period: Year to Date Year to Date Change : -41.46% Limit of 20 optimizations per entity. Only provides an optimization recommendation when the impact is greater than 20%.

42. @CRMUG Recurring Integration DATA MANAGEMENT SCENARIOS Data Migration

43. @CRMUG Cloud Service – Free Getting data in at high-speeds into CRM Online Designed to handle large volumes with data staging and validation Support for scheduling import (Post Preview feature) Platform SDK CRM Online Staging DB * PREVIEW FEATURE

44. @CRMUG

45. CRM Online Version 8.0.0.x aka CRMOL v2016

47. Marketing SMS Marketing

48. Marketing

50. Voice of the customer (Surveys)

52. Interactive Service Hub Role driven next-gen agent experiences (tailor- made for Customer Service personas) NEW

53. Knowledge Management

54. PowerBI Offering Service Intelligence

56. Unified Service Desk (USD)

58. Microsoft Social Engagement

59. Social Center

61. Private documents storage All document sources in one place Phone and tablet support for document management NEW

62. OneDrive for Business

63. Auto-generate formatted Documents based on CRM Records Generate docs as part of a workflow Create and edit Templates to achieve the desired document structure NEW

64. Creating a Template

65. Generate a Document

67. Apps, Apps, Apps and Outlook

70. Deep linking directly to a record/view/dashboard in the CRM mobile app Inbound links from other apps such as email to CRM with mobile-specific URI Built-in email sharing for apps ms-dynamicsxrm://?pagetype=entity&etn=[ETN]&id=[GUID]

71. Calendar Arc Knob Auto-Complete Bullet Graph Flip Switch Input Mask Linear Gauge Linear Slider Multimedia Number Input Option Sets Radial Knob Signature/Pen Star Rating Website Preview

72. Understanding Custom Controls Enhanced visualization and touch experiences—controls are for Mobile Client only Surfaced as regular Xrm.Page.ui control objects, with support for onLoad and onChange events Available to replace entity grids, Dashboard/Form lists and Form fields Not available on Process Control and Phone Header fields on this release Not extensible on this release 15 controls available: Calendar, Arc Knob, Auto-Complete, Bullet Graph, Flip Switch, Input Mask, Linear Gauge, Linear Slider, Multimedia, Number Input, Option Sets, Radial Knob, Pen Control, Star Rating, Website Preview (online orgs only)

73. Data Performance New System Setting Option

74. Data Performance Review, analyze, and optimize the data access performance of components in your organization.

75. OPTIMIZE REMOVE Period: Year to Date Year to Date Change : +100.00% Confirm Optimization Are you sure you want to optimize this component? Please verify that this optimization improves performance. If it doesn’t, consider removing it. It may take several minutes for this optimization to appear in your organization. Learn more Optimize

76. OPTIMIZE REMOVE Period: Year to Date Year to Date Change : -41.46% Limit of 20 optimizations per entity. Only provides an optimization recommendation when the impact is greater than 20%.

77. Recurring Integration Data Management Scenarios Data Migration

78. Cloud Service – Free Getting data in at high-speeds into CRM Online Designed to handle large volumes with data staging and validation Support for scheduling import (Post Preview feature) Platform SDK CRM Online Staging DB * PREVIEW FEATURE

80. @CRMUG CRMUG SUMMIT

81. @CRMUG BREAK

82. @CRMUG AMWAY CUSTOMER CARE Member showcase

83. Amway Customer Care Global Release Upgrade Mike Keeley & Nate Dykens Customer Care @ CMP GR4 83

84. Overview Program Overview Global Core Solution Upgrade to CRMOL Demo Challenges 2016 Features 84

85. Global Core Solution – Functional Overview Program History Global Requirements Gathering Methodology Implementations Decision for Moving Online Premise of Global Solution Localization & Extension at Market Level Upgrade to Unified Service Desk (USD) 85

86. Global Core Solution – Technical Overview Layering of Solutions Application Lifecycle Management Usage of Azure ExpressRoute 86

87. Upgrade to CRMOL Move from CRM 2011 On-Premise to CRM 2016 Online Benefits: Earlier Upgrades Create new orgs quickly Microsoft Azure Administration Migration from Custom to OOB Advanced Search Business Process Flows* Business Rules* Configuration Migration Tool Package Deployer 87

88. Demo Unified Service Desk Contact Search Integration with Phone Start Session Persistent Session Information Profile Information Case Creation Traditional Quick Cases 88

89. Challenges Project Consensus on Global Requirements Transitioning to Agile Breaking Free from Waterfall Mentality Globally Distributed Team Technical Deployments Performance Security / Authentication 89

90. 2016 Features USD Performance Enhancements Parature (Knowledge Management) SLA (Service Level Agreement) Surveys Call Scripting Granular Releases (aka patching) 90

91. Questions ? 91

92. @CRMUG ROUND TABLE DISCUSSIONS

93. @CRMUG FEEDBACK, FUTURE TOPICS Wrap up

94. @CRMUG FEEDBACK A survey will be sent within 24 hours of the meeting. If you tweet, let us know how it went @crmug, #grcrmug