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PowerUp Echo Webinar Series
1
WELCOME
CRM Roadmap: What’s New in CRM 2016
for End Users?SANDEEP AVULA & STEPHANIE HANCOCK
Project Directors
Project Director
PowerObjects/Dallas
Meet your Presenters 22
Project Director
PowerObjects/Dallas
@DeepAvula
@AnalysisChick
612.339.3355 x168 612.339.3355 x160
Stephanie HancockSandeep Avula
Agenda 1
• Microsoft Dynamics CRM – You Are Here
• Customer Service Enhancements
• Productivity Enhancements
• Feature set Matrix
• Coming Soon!
• Q&A
You Are Here 2
Service 12
Two dynamic layouts
Service Hub 18
Form Changes
Case
14
Modern,
Simple,
Intuitive
• WYSIWYG editing,
embed
images/videos,
version control• Translate KB into
other languages• Enable KB on any
entity
Out with the old KB
Image
Knowledge Management 15
Productivity 5
Increased User Productivity 16
CRM
Office
365
Groups
OneDrive,
SharePoint
Integration
CRM App for
Outlook and
other mobile
apps
Information
Discovery
Delve (Office
Graph)
Cortana
Analytics
Suite
Office Apps
integration
Excel,
Word…
• Collaboration
• Office 365 Groups
Integration
• OneDrive Integration
• Office Apps
integration (Excel,
Word)
• Mobile First
• CRM Native Apps
• CRM App for Outlook
• Device Agnostic
• Cloud First
• Predictive Analytics
• Office Graph (Delve)
• Cortana Analytics
Office 365 Group Collaboration 6
• Non-CRM Users can collaborate with CRM users via the Office 365 groups
• Share documents, One-notebooks, conversations, calendars etc.
• CRM Users
• Can see the shared information on the record under the groups section
• Set-Up Office Groups from a record in CRM
• Non-CRM Users
• Shared information is available via Outlook, OneDrive and Office 365 Portal
• All data is stored in office (not CRM). The office portal portion is rendered in
CRM.
• This feature requires that you have an Office 365 subscription or a subscription
to an online service such as SharePoint Online or Exchange Online
Dynamics CRM App for Outlook 7
• Dynamics CRM App for Outlook isn’t the same as
Dynamics CRM add-in for Outlook or the Outlook
mail app for mobile
• App available for Outlook (Web, Desktop). Able
to access CRM from Outlook from across devices
• Download the app from CRM or O365
• Need Server Side Sync established not Exchange
• Track incoming email
• Create new contact or lead
• Preview information about contacts and leads
stored in CRM.
• Open CRM records directly in the App to find or
enter more detailed information
Blurb About Image(s)
Dynamics CRM App for Outlook 8
• Outlook 2016
• Outlook Web Access on Firefox, Edge and IE11 on a
PC
• Outlook Web Access on Safari on Mac
• Outlook for Mac
• Outlook Web Access on Phone Devices
Dynamics CRM App for Outlook 4
Feature Dynamics CRM App for
Outlook
Dynamics CRM for
Outlook
What you can track Incoming email only Email, appointments,
contacts, and tasks
Works with Outlook Web App Yes No
Works with Outlook 2013 Yes Yes
Open and create CRM records directly Yes Yes
Apply custom forms and business logic Yes Yes
Work offline No Yes
Apply CRM email templates, and attach sales
literature or KB articles
No Yes
Sort, filter, format, group, and categorize lists (views) No Yes
Create Word mail-merge documents No Yes
Control field synchronization No Yes
Consolidated View of documents in CRM
OneDrive for Business 10
Image
• Integration with OneDrive for Business
• Consolidated View of documents under the record in CRM
• OneDrive, SharePoint, Shared
• OneDrive - Documents stored as private until shared
• SharePoint - More longer term and collaborative
access/usage
• SharePoint team site must be set-up with server based
integration
What-If analysis and document generation from CRM using
pre-defined Word and Excel templates
Document Generation 11
• Create Excel templates and word templates in CRM
• Perform what-if analysis using Excel without leaving CRM
• Immersive Excel - Needs Online and O365
• Create Word templates using XML Mapping Pane, export,
change and re-save into CRM
• Currently the related data to choose from is one level
deep
• Add controls to the templates
• Templates can be organizational or personal (can be
shared)
Using Predictive Analytics (Office
Graph) to Surface Contextual
Information
Delve feature available from within CRM
Renders documents from across the org
office 365 relevant to the logged in user
Image
Information Discovery 20
Added to a new dashboard (dashboard
component)
Uses Office Graph Analysis
Delve feature available from within CRM
Renders documents from across the org
office 365 relevant to the logged in user
Image
Information Discovery 20
Added to a new dashboard (dashboard
component)
Coming Soon! 4
Voice of the Customer
Surveys
13
Easy editing
and styling
for the admin
& adjusts to
end user’s
device
automatically!
Context based learning
layer by role
Editable Content
First time user
What’s new in CRM
Image
Guided User Experience 19
External Party Access 16
You
Doctor
PatientAlumni
Questions?
Thank You!
