Favourite Features. 7 th February Microsoft Dynamics CRM User Group (CRMUG ) explore. engage. elevate

Transcription

1 Favourite Features Microsoft Dynamics CRM User Group (CRMUG ) explore engage elevate 7 th February 2017

2 Get more out of CRM Showcase 8 out of the box features Some old, some very new 5 minutes for each feature During lunch you can vote for which features you want to see more of with demos on how to configure etc Top 3 features will be presented in part 2

3 Our Feature Presentations Peter Baddeley Business Process Flows Sophie Loor Interactive Service Hub Sarah Critchley Entitlements Sarah Critchley Product Catalog Adam Vero Quick View Forms Adam Vero Mobile Task Flows Priscilla Tse Learning Path Scott Durow Editable Grids

4 Business Process Flows explore engage Peter Baddeley SharePoint/CRM Consultant Baddaz Limited elevate

5 About Me CRM, SharePoint and Office 365 Consultant who likes Simple Organiser of SPS London Contact

6 Business Process Flows Visual staged process for data/action update Freely available and Displayed at top of Form Used since 2013, and keeps getting better Can use across CRM and different Versions

7 Simple to Use Simplify Data Entry and Record Progression Can be a Simple as ticks or more complex Much Easier than Tasks or Dialogs Sales People can Use Them

8 Work Across CRM Not just about Sales Great in various Service Scenarios Can use on Custom Entities Works on Mobile Devices

9 Can be Complex Branch Logic to vary steps required Business Process Across Entities Workflows can Trigger a Business Process Flow Business Process Flows Can Trigger Workflows Develop against Business Process Flows

10 How I like to Use Them Manage journey of Account to becoming a Client Key actions to complete at each stage Drives a Status and Dashboards

11 To Summarise Business Process Flows allow us to simplify a staged process and/or data capture in CRM, no matter how we use CRM.

12 Interactive Service Hub explore engage Sophie Loor IT Business Analyst The Legal Ombudsman elevate

13 About Me From the land of Chocolate, Beer and Fries (aka Belgium) Business Analyst since 2012 Working with Dynamics CRM since 2014 Sophie Loor

14 Interactive Service Hub What? New interface, mainly focused for the Customer Service entities Access? Independent from your normal CRM has its own URL Part of Dynamics 2016 onwards How do we use it at the Legal Ombudsman?

15 Best Parts Interactive Service Hub

16 Best Parts Interactive Service Hub

17 Best Parts Interactive Service Hub

18 Best Parts Interactive Service Hub

19 Two Favourite Features: Quick View Forms explore Mobile Task Flows engage elevate Adam Vero MVP, Consultant and Trainer Meteor IT Ltd

20 Adam Vero Freelance Consultant & Trainer 3 time MVP Working with CRM >8 blog.crmguru.co.uk

21 Quick View Forms: Streamline your user experience explore engage Adam Vero MVP, Consultant and Trainer Meteor IT elevate

22 The Problem Lots of records across lots of entities Lots of clicking to open one record from another, and then back again to where you were Lack of visibility of related records without lots of clicking back and forth just in case

23 The Solution Quick View Forms Show users data from related (parent) records right there in the form they are already using On Contact record, show company details, website, financial performance, account number On Opportunity record, show customer details such as phone number, , street address, credit status No more clicking to find out basic information Read-only, but clickable (eg click to dial or )

24 Example of simple Quick View form

25 Simple Quick View Form Demo explore engage elevate

26 Quick View like a Pro! Add sub-grids to show sister or cousin records On Cases: other Cases for same customer On Opps: other Opps, overdue Cases, recent Orders Create multiple Quick View forms Optimise for the context of where they will be used Configure Quick View for multi-entity lookups Customer show QV form for Account OR Contact Regarding show QV form for some entities, not others

27 Quick View form with sub-grids Sub-grids as part of Quick View Form

28 Quick View Forms not shown on mobile Contact cards are shown, but no other Quick View Forms We need Quick View in mobile for a consistent user experience! Vote for this idea: ideas/dynamics-crm/858284

29 Mobile Task Flows: Get the job done on the move explore engage elevate

30 The Problem Time is precious Bandwidth is sometimes limited Devices are not always ideal for navigation BUT real-time feedback is best The sooner notes or updates are made, least forgotten Follow-up actions / automation can get started

31 The Solution Mobile Task Flows Task-oriented business processes Some OOB, modify these or create your own Create Business Process, select Run as Task Flow Think of them like scripts to guide user User selects task flow, then record to act on Complete fields, follow steps Also use a quick way to refer to a record Make Contact on Opportunity click to dial /

32 Mobile Task Flows Demo explore engage elevate

33 Select Mobile Task Flow

34 Select Record Uses Lookup View to find a record

35 Complete Actions Update fields Click to or dial (creates phone call record)

36 Gaps in functionality (for now) Bearing in mind 365 is first GA release of this Click to dial opens generic Phone Call form, no mapping of Regarding / Call to fields Using lookup view is alright, but not very personalised (eg MY Opportunities, Contacts etc) Appointment entity not supported for custom task flows

37 Learning Paths in Dynamics 365 explore engage elevate Priscilla Tse Senior Technical Consultant KPMG 7 Feb 2017

38 Priscilla Tse Technical Team Lead, Senior CRM Consultant End-to-end Dynamics implementation for governments, health sectors and multinational cooperation. Technology & Risk Consultancy Blog: DynamicsCRMGirl.wordpress.com LinkedIn:

39 Your Dynamics 365 System Has Gone LIVE!!

40 Learning Path is Your Friend! For Dyn365 online Contextual & Guided Help Just-in-Time! You can customise! Write content once, deploy to multiple instances in same tenant Include content of different media types

41 Want To Learn More? Vote Learning Path

42 Dynamics 365 Editable Grids explore engage Scott Durow Business Solutions MVP Develop 1 Ltd elevate

43 Scott Durow Dynamics CRM MVP Solution Architect CRMUG Committee Member Dynamics CRM MVP Blog:

44 EDITABLE GRIDS

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46 I HONEY G

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48 Wait Who is HONEY G?

49 In-line editing Sorting Grouping Filtering Pagination Run time resize/move column Auto save when move to next record Toggle between readyonly grid to editable grid Filtered lookups Chart panel interaction Command bar interaction

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52 Show error message Set field value Set business required Set default value Lock or unlock field OnRecordSelect OnSave OnChange

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57 EDITABLE GRIDS

58 Rich in-line editing Home Grid Sub Grid Nested Grid (Mobile/Tablet Only) Dashboard Grid (Mobile/Tablet Only) Saving separate to Parent Auto/Manual Save Support various platforms Web Phone Tablet Extension capabilities Move Columns Command Bar Grouping Filtering Lookups Field Level Security Supports PBL (Business Rules) Supports JS Events

59 Editable Grid Extension Capabilities Editable Grid support JavaScript events for home grid, sub-grid OnRecordSelect OnSave OnChange Editable Grid support entity level Business Rules Show error message Set field value Set business required Set default value Lock or unlock field

60 Editable Grid Configuration Experiences Built on CCF (Custom Control Framework) Configuration is per each entity One configuration applies all form factors (Web, Tablet, Mobile) Can be imported/exported as solution

61 Restrictions Read Only fields doesn t use form settings Non-Editable Fields from related entities StateCode Customer fields (e.g., on an Opportunity or Case) Composite fields Party List fields (e.g., the To field on an ) Can t add new records

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63 Entitlements explore engage Sarah Critchley Microsoft Dynamics Consultant & Developer Cambridge Online Systems Ltd. elevate

64 About Me Consultant and crm.fueledbysleep.com

65 What are Entitlements? Most companies require management of support ticket functionality and can be used to track different levels and routes of entitlement for support (or simply to track how much is used per customer, per route) Entitlements with Dynamics 365 allow you to track a contractual agreement The agreement can be based on terms number of cases raised or the number of hours used if you don t have terms, you can still use it to track entitlement use by using a high number e.g for the terms

66 How do Entitlements help organisations? A OOTB way for companies to meet contractual obligations Track how much of their entitlement is being used you can suggest lower or higher based on real data Support Staff don t need to worry about contractual obligations where they are automatically picked up by CRM allow them to focus on the customer service

67 Entitlement Functionality in more depth Manages expired and waiting Entitlements automatically Just create and activate Can link to specific Products and Contacts Can link to SLAs to enhance customer service and contractual obligations (first response) Decrement on Case Resolution or Case Creation

68 Entitlement Functionality in more depth Terms are Based on No. of Cases or Hours Can set a Default Entitlement per Account Can choose not to decrement an Entitlement within a Case for Free of Charge circumstances

69 How to get started with Entitlements Available since CRM 2013 Configured in Settings > Service Management

70 How to get started with Entitlements Who is it against? Start and End Dates What are the terms? Decrement on create or resolution? Link to specific Contact? Link to specific Product ACTIVATE!

71 Flexibility for types of allocation and when to decrement Link to specific Products Automatically manage start and end dates with no further customisation Link to specific Contacts

72 Flexibility within Cases to NOT decrement the Entitlement based on special circumstances = Empowerment to your Customer Service Team

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74 Product Catalog explore engage Sarah Critchley Microsoft Dynamics Consultant & Developer Cambridge Online Systems Ltd. elevate

75 About Me Consultant and crm.fueledbysleep.com

76 What is the Product Catalog? It s structure and functionality that allows users to maintain Products within CRM with relative units, discount lists and price lists Hierarchal structures can be created using Product Families which have related Properties which then associated products inherit.

77 Where is it used within Dynamics? Sales Service Marketing XRM

78 Why is it awesome? Create Product Families which have Properties Properties can be entered at time of quoting that provide extra level of detail Create links for cross and up selling Create products to use in all areas of the business Strong reporting capabilities Can build it so its simple and easy to manage or complex and more specific to your needs

79 Why would it benefit an organisation? To know what products are selling and not selling To know what products are costed too highly quotes being discounted Know what products are not being quoted for at all Opportunities per Product Reporting Capability Easily Adoptable Easy to use retirement process Already there little investment required

80 Product Catalog Structure Units The measurements & quantities your products are available in Unit Group Unit Group Europe Distribution Unit Group Worldwide Distribution Unit Unit Box (no base unit) Unit Lorry (no base unit) Pallet (Quantity 6 Boxes as base unit ) Unit

81 Product Catalog Structure Discount Lists Allow for bulk discounts to be applied to products automatically Discount List Set Percentage Discount Set Amount Discount Apply to Products (as default discount list) Apply to Price List Items Quantity

82 Product Catalog Structure Product Families, Properties, Products, Price Lists Organise and Classify your Products, Define instances of your product per price list Property Definition Discount List Selected on an Opportunity Product Family Price List Item Cost = 10 Price List Discount List Product Properties Price List Item Cost = 20 Price List

83 How to get started with Product Catalog? 1. Define your Units 2. Define your Discount lists 3. Define your Product Families and Properties 4. Define your Products and Relationships 5. Set Products up on Price Lists 6. Publish! You re ready to go!

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85 Any Questions? explore blog.crmguru.co.uk elevate

86 Vote to find out how to set up Quick View Forms or explore Mobile Task Flows engage elevate

87 Any Questions? explore blog.crmguru.co.uk elevate

88 Please fill in your feedback forms for this session! explore engage elevate

89 Voting Codes and URL will be on the screen in the break area Go to Text the code to Vote for your favourite feature Top 3 will be show on more detail later today Check for updates