Tuga IT 2016 Dynamics CRM with Office 365 and Azure

TUGA IT 2016LISBON, PORTUGAL

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© 2016, Right IT Services. All rights reserved

20th, May 2016

Dynamics CRM with Office 365 and Azure

Pedro Azevedo

About me

4

12 years in Microsoft technologies 6 years in Web, Desktop e Mobile 6 working with CRMs

Technical Architect at Right IT ServicesMicrosoft Partner company focused on providing CRM solutions, Sharepoint and custom applications.

Business Solutions MVP (Dynamics CRM)

Agenda

5Dynamics CRM with Office 365 and Azure

CRM Market

Dynamics CRM

Dynamics CRM + Office365

Dynamics CRM + Azure

CRM Market

7

CRM Market

Dynamics CRM with Office 365 and Azure

8

CRM Market

Dynamics CRM with Office 365 and Azure

Gartner CRM Market Share

9

CRM Market

Dynamics CRM with Office 365 and Azure

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CRM Market

Dynamics CRM with Office 365 and Azure

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Shop to Grow

Skype (2011)Yammer (2012)MarketingPilot (2012) – Microsoft Dynamics Marketing (MDM)Netbreeze (2013) – Microsoft Social Engagement (MSE)Parature (2014)Mojo Surveys (2015)FieldOne (2015)FantasySalesTeam (2015)Adxstudio (2015)

Dynamics CRM with Office 365 and Azure

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Dynamics CRM in Numbers

40,000+ companies with 4.4 million users46 consecutive quarters growning more than 2 digitsReceipts of CRM Online grow 80% (Q1 Fiscal 2015)

Dynamics CRM with Office 365 and Azure

Win in categories:Enterprise CRM Suite

Midmarket CRM Suite

Small Business CRM Suite

Sales Force Automation

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Dynamics CRM vs. SalesforceM

icros

oft

Dyna

mics

CR

MSa

lesf

orce

Dynamics CRM

15

Sales

Sales AnalyseSales Analyse at real-timeDashboards; Reports; Excel Export; PowerBI

Management of leads, accounts and opportunities

MobilitySmartphones and tablets applicationsVoice CommandsOffline Acess

Guided Process of SalesKnow what best process and know which state is the record and what is missing to accomplish

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Service

Manage and Analyse IncidentsDifferent level of support based on contracts and SLAs.

Manage and Analyse ServicesScheduling of services

Knownledgment ManagenagementResolution for incidentes already resolved

USDAll applications just in one window

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Marketing

Marketing analysis

Planning and budget

Segmentation of data

Campaign management

Track of leads

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xRM

Platform for rapid development

Flexible data model

Security through roles

Processes

Customization point-and-click and declarative design

Developing tools

© 2016, Right IT Services. All rights reserved

Microsoft Dynamics CRMDEMO

20

Microsoft Cloud Platform

Dynamics CRM with Office 365 and Azure

Platform

Business Solutions (CRM e ERP)

Productivity

Dynamics CRM + Office 365

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CRM Market

Dynamics CRM with Office 365 and Azure

Maximize efficiency

Productivity everywhere

Flexible solution

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CRM Market

Dynamics CRM with Office 365 and Azure

Sales Marketing Service Custom Applications

Relationship – Interactions – ProcessxRM Platform

Office & Collaboration

Lync Meetings &

Unified Messaging

Voice Chat & Video

Document Management

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CRM Market

Dynamics CRM

Sharepoint

Office 365

Yammer

Skype

PowerBIOneDrive

Exchange

OneNote

Delve

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Office 365 - Administration

New instance\management of licenses

Create and management of users

Management of instances (production and tests)Edit – properties (name, url, goal, type of instance; security group)Reset – reset a sandbox instance and restore initial configurationsCopy – Copy data and application to a sandbox instanceAdmin – admin mode with a custom messageNotifications – who can receive notifications of instances

Schedule updates

Install add-ons

© 2016, Right IT Services. All rights reserved

Office 365 - AdministrationDEMO

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Exchange & Outlook

Email everywhere (web, desktop and mobile client)

ChallengesConnection Options Dynamics CRM Online <-> Exchange Online;Send and receive Emails with Dynamics CRM Online.

AnswersMicrosoft OutlookEmail RouterServer-side syncCRM App for Outlook WebFolder based synchronization

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CRM For Outlook

CRM for Outlook

Email, appointments, contacts and tasks

Email, appointments, contacts and tasks

Exchange Server

“Track to CRM” feature

Data Centralized of CRM and Outlook

High adoption because familiarity with Outlook

Convert to Lead, Opportunity or Incident

Access offline data of CRM

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Email Router

Local Installation

Customer Mailbox

PULL

E-Mail

E-Mail

PUSH

E-Mail

E-Mail Router

Exchange Server

Support for hybrid environments Could be used in multiple organizations

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Server Side Synchronization

Send email

Send Appt

Synchronize

Track with rules

Always On

Embebeed

Direct Connection

Email, Tasks, Appointments and Contacts

Cloud Service for Dynamics CRM Online

Without need installation

Configuration in Dynamics CRM

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Other Ways

Dynamics CRM for Outlook WebContextual Dynamics CRM information about the people sending you email, sales activities, cases and opportunitiesTrack the email and associate with CRM entity and convert in client, contact or a leadGood support to mobileDemands an installation and restricted to OWA version

Folder based synchronizationEmail tracking is very important (keep everyone with last information)Available with all device that supports ExchangeAllow automatic track and set the regarding entityWorks with Exchange rules (Without need intervation of system administrators, users can create the rules.)

© 2016, Right IT Services. All rights reserved

Outlook & ExchangeDEMO

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Yammer

Share CRM data with users without a CRM licenceAutomatic notification of CRM (win quotes)We can choose the group where goes general conversation and for each entity we can choose other group.Integrated experience between all clients applications

Follow CRM registers in Yammer

Integrated conversations

Post, Like and Share

Search at Yammer and CRM

© 2016, Right IT Services. All rights reserved

YammerDEMO

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Skype and Lync with Dynamics CRM

Presence information

Click to call

Real-time communicationsInstant messagesConferences and meetingsCalls

Meetings tracked as activities

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SharePoint

Configuration through WizardsSelect entities we want create at SharePoint. Automatically folder for each entity.

Native experienceCreate; Upload; VisualizationCheck-In; Check-Out; View history

Cheaper Cloud Storage for Documents

Contextual documents with the records

Interact without a CRM license, accessing directly with SharePoint

Can be the base for customize help – documents or sites

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Office 365 - Groups

Distribution lists

CollaborationUnified experience among Microsoft Dynamics CRM and non-Dynamics CRM users

Calendar, documents and conversations grouped in only place;

All interactions in a CRM record context

Groups available in Outlook, Office 365 and the Dynamics CRM record. Mobile access.

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OneDrive for Business

Share documents - 1 TB of space

Create and manage private documents

Documents can be accessed within Dynamics CRM in the document grid

Storage is important in Dynamics CRM

© 2016, Right IT Services. All rights reserved

Sharepoint + Office 365 Groups + OneDrive

DEMO

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Office - Excel

Excel embedded within CRM, without need to do alt+tabEditions and analysis directly on CRMImport at background

Export as static

Export dynamicallyUpdate with new dataWe can submit the changes

Templates – Document Generation

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Office – Word e OneNote

WordMail-mergeTemplates

OneNoteMore rich notes (text, photos, voice, spreadsheets or handwritten notes)Automatically create a notebook contextualized with the register of CRM. Embedded inside Dynamics CRM

Office DelvePowered by Office Graph

© 2016, Right IT Services. All rights reserved

OfficeDEMO

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PowerBI - Self-service analytics

Microsoft Dynamics CRMOut-of-the-box connector and templates for Power BIAnalyze sales performance, drive pipeline goals and prepare forecasts

Microsoft Dynamics MarketingContent pack for Power BI

© 2016, Right IT Services. All rights reserved

PowerBIDEMO

Azure

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Deploy Dynamics CRM on Azure

Deployment on Microsoft Azure infrastructure as a service (IaaS)DS-series of virtual machines

Preferred method for the deployment of Dynamics CRM onto Azure IaaS is using Microsoft Dynamics Lifecycle Services (LCS)LCS, a cloud-based application life cycle management tool

LCS is Azure-based software as a service (SaaS) that’s free to Microsoft Dynamics customers

On-Premise

Azure Premium StorageLocally redundant storage (LRS) and keeps three copies of the data in a single region

Premium Storage isn’t required for non-production environments

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Microsoft Azure Service Bus

Dynamics CRM Online or On-PremiseSecure and reliable channel for communicating CRM run-time data to external cloud-based line-of-business (LOB) applications

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Microsoft Azure Service Bus

Dynamics MarketingSynchronization data between Dynamics Marketing and Dynamics CRM

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Azure Event Hub

Microsoft Social EngagementHighly scalable publish-subscribe event ingestor that can intake millions of events per second Once you have the data ingested into the event hub, you can access the data from any application that you connected to your event hub.

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Mobile Offline

Tenant AdminCRM Admin

Settings

Query Config DB for End

Point

Post message to Service Bus

Provision/Org

Worker role process message

Update CRM Config DB(Org end

point)

Offline Provisioning

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Azure offline mobility components

One Subscription per GeoSeparate deployments for prod and trialAzure components deployed

Cloud ServiceQueue – crm updatesWorker role – executes actions

SQL server DBTwo Storage accounts

DiagnosticsSync Server Logs

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Machine Learning

ServiceIdentify patterns, so employees can learn from consistent problems and improve over time

SalesUsing the Recommendations API, a native capability is added to the product catalog to generate automatic recommendations

Custom

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Voice of Customer

Cloud ServicesDesigner Service (Web Role)

Web Services for communication between a CRM organization and the multi-tenanted Voice of the Customer Azure components.

Survey Runtime (Web Role) Submitted survey responses are stored temporarily on an Azure Service Bus queue before being processed retrieved by CRM.

Response Processor (Worker Role) Worker role is responsible for processing the raw completed surveys into valid survey responses that can be created in CRM.

Azure Key VaultAll cloud services store configuration data in Azure Key Vault.  Organization, tenant data is stored in SQL Azure.

Azure SQL DatabaseVoice of the Customer uses SQL Azure to store: Piped data; Survey metadata; Organization (tenant) data

Azure Blob StorageSurvey definitions and partially completed (saved) responses are stored to Azure Blob storage.  

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Voice of Customer

Azure Content Delivery Network (CDN)Static content to the survey runtime such as images, JavaScript and CSS.

Azure Active DirectoryThe Voice of the Customer solution uses Azure Active Directory Service to authenticate web services.

Azure Service BusMessages created when a survey is displayed / submitted are stored temporarily to an organization’s (tenant’s) Azure Service Bus Queue

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Others

Express Route

Azure Active DirectoryUsersOffice 365 Groups

Key VaultAzure Key Vault service you can encrypt the keys as well

Multi-factor Authentication

THANK YOU TO OUR SPONSORS

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Contactos

pedro.Azevedo@rightitservices.com

http://www.psazevedo.com/

http://xptcrm.com/

@azevedo_pedro

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Questões

THANKS!!