Microsoft Dynamics CRM Technical Training for Dicker Data Resellers
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Many Microsoft partners have found success driving revenue and delivering solutions with Office 365. Partners have built profitable service portfolios by selling, implementing, and creating value-added services for Office 365. But there are many additional opportunities from Microsoft which enable Office 365 partners to elevate productivity for their customers. Microsoft Dynamics CRM Online is such an opportunity. Dynamics CRM Online is a customer relationship management solution which allows your customers to track relationships and interactions, automate business processes and gain valuable insights into their own customers. Capabilities include Sales Force Automation, Marketing Automation, Customer Service and Social Media Insight. O365 and CRM Online give customers an incredible solution and partners a fantastic new offering. Adding CRM Online to O365 lets customers cut through the clutter—to zero in and easily identify what they need to do next. It lets them find a relevant way to connect with their customer so they can win faster. And lets them collaborate with people, find, and access the information they need to ultimately sell more and grow their business. By adding CRM Online, you elevate the discussion to business solutions. Plus, in addition to sales, Dynamics CRM has great solutions across marketing, customer service, and social listening & engagement. xRM extends this to industry-specific solutions. In this technical training we introduce Dicker Data reseller partners to key CRM concepts including Deployment including Solution import, Settings and Personal Options; Customization and configuration; Data import; CRM for Outlook and mobile access; Reports and dashboards and Introduction to business rules and processes.
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Microsoft Dynamics CRM Technical Training for Dicker Data Resellers
- 2. Deployment • Solution import • Settings • Personal Options Application • Data import • CRM for Outlook • Mobile access • Business rules and processes Customization • Configuration • Reports and dashboards
- 3. Why xRM? Expand the productivity of your Office 365 services with Microsoft Dynamics CRM Online, pre-configured with xRM Industry Solutions Microsoft Dynamics CRM Online Capabilities
- 4. xRM Industry Solutions • e-Marketing • Sales (methodology) eg. Miller Heiman • Service (Help Desk) • Project and time management • Asset and knowledge management • Document management • Legal • Accounting Professional Services • Finance • IT • Membership • Sports • Real estate • Insurance • Vehicle and boat sales • Small business • Churches
- 6. Deployment Choice: Microsoft Dynamics CRM Server On Premises/ Private Cloud Customer Solution Provider On-Premise Servers Customer Management: → IT manages CRM in-house → IT purchases & installs software/hardware → IT provides storage, network, and datacenters to achieve global scale Typical Deployment Approach → Deploys using virtualization or physical installation → Deploys in own datacenter → Handles all troubleshooting, updates and upgrades → Achieves compliance as required by business YouManage
- 7. Deployment Choice: Microsoft Dynamics CRM Online Public Cloud SaaS Dynamics CRM Online US Government Cloud for CRM Microsoft Microsoft Management: → Delivers a complete SaaS service → Secures and manages for customer → Provides global datacenters, hw/sw, networking to customer → Manages application, hardware, network → App/Data accessible to customer Microsoft Deployment Approach: → Deploys instantly into Microsoft’s Global Datacenters → Certifies & ensures compliance for Commercial & Government Customers → Integrates CRM Online with Office365 & Azure for ease of use and single sign on → Works with customers on major application upgrades Managedby Microsoft YouAccess Microsoft-Hosted
- 8. The Business Value of Cloud Based CRM 1 Benefits at the Intersection of CRM and the Cloud Benefits at the Intersection of CRM and the Cloud Cloud CRM Frees Up IT Assets and Budget Cloud CRM Enhances the End-User Experience Cloud CRM Enables Mobile Sales 2 3 4 © IDC
- 9. Microsoft Confidential. For internal use only. 9 Dynamics CRM Online Powers Agile Topline Growth Quicker Than On-Premises CRMs © 2015 Forrester Research, Inc. Reproduction Prohibited 47% Incremental revenue gain from faster CRM deployment 21% Avoided upfront infrastructure costs 20% Avoided costs of on-premises CRM software licenses 11% Reduced ongoing CRM maintenance & support costs
- 14. Solution Components User Interface Forms Views Charts Dashboards SiteMap Ribbons Schema Entities Fields 1:N / N:N Relationships Option Sets Miscellaneous Security Roles Field Security Profiles Connection Roles Reports Solution Publisher System Settings Templates Email Contract KB Article Mail merge Processes / Steps / Code Workflows Dialogs Business Process Flows Business Rules Actions Web Resources Plug-in Assemblies SDK Message Processing Steps
- 15. Import a Solution • Updates components already in the system. • Adds new components. • Dependent components must already be in the target system, or be included in the Solution. • Managed Solution keeps components. • Solution can be removed to delete all components. • Unmanaged Solution cannot be “uninstalled” • Writes changes into the Default Solution. • Can be removed but changes remain in the system.
- 16. Export a Solution • Export Solution and all the components in it as a compressed file in .zip format. • Filename is Solution Name + Version by default. • Contains XML, XAML, .DLL, images and other files. • Warning if dependent components are missing. • Managed Solutions are for distributing customizations, such as ISV add-ons. • Internal developments usually use Unmanaged. • Default Solution can be exported (Unmanaged).
- 17. Deploying changes using Solutions Development User Acceptance Testing (UAT) Live / Production Environment 1.01.1 1.1 1.2 1.1 1.1 Feedback
- 22. Introduction to Entity Customization • An Entity is a type of record. • Examples: Account, Case, Article, Business Unit. • Table in the database stores data records. • Metadata describing how the entity is presented to users, such as Display Name. • A Form displays a single record. • Contains fields, sub-grids, and other components. • Provides client-side scripting and features such as Business Process Flows and Business Rules.
- 23. Introduction to Entity Customization (cont.) • A View displays a list of several records. • Filter criteria define the records that are displayed. • View columns contain field values. • A Chart provides a visualisation of data. • Used in combination with a view that filters records. • A Field contains one piece of data. • Column in the entity table. • Control on a form, column in a view. • Also known as “attribute”, especially by developers.
- 24. Customizing an Entity • You must publish the entity for the changes to take effect if you modify properties of: • Entity, field, form, view or chart components. • All components in an entity node of the solution explorer are published together, no selective publish. • New components are published on first save. • If you use Save As to make a copy, this copy is published, not the changes you later make.
- 25. Component Dependencies Dependent components that rely on this one Required components that this one must have
- 26. Microsoft Dynamics CRM 2013 Field Types Field type SQL data type Description Space (bytes) Single line of Text nvarchar(n) Short text no longer than 4,000 characters 2 × number of characters (n) Option Set int A pick-list of options, stored as an integer with associated labels. Either specific to a field, or a global list available to all fields. 4 Two Options bit 0 or 1; Displays Yes or No; True or False or any other two values. Up to 1 Image uniqueidentifier A foreign key value (GUID) that will link to an image record. 16 Whole number int Integer from -2,147,483,648 to +2,147,483,647 4 Floating Point Number float Numbers with up to 5 decimal places. Range ± 100,000,000,000 8 Decimal Number decimal Numbers with up to 10 decimal places. Range ± 100,000,000,000 13 Currency money A number representing a currency value with up to 4 decimal places and in the range ± 922,337,203,685,477. 8 Multiple Lines of Text nvarchar(max) Text that will extend over more than one line. Can hold up to 100,000 characters 2 × number of characters Date and Time datetime Stored internally as UTC date and time; displayed in local format. 8 Lookup uniqueidentifier A value (GUID) that will link to a record of a particular entity. 16
- 28. “Information is the oil of the 21st century, and analytics is the combustion engine.” - Peter Sondergaard, senior vice president at Gartner
- 29. CRM Online and Microsoft Dynamics CRM 2015 and earlier versions (on-premises)
- 31. General Dashboards • Microsoft Dynamics CRM Overview Dashboard • Microsoft Dynamics CRM Social Overview Dashboard Customer Service Dashboards • Customer Service Manager Dashboard • Customer Service Representative Social Dashboard • Customer Service Performance Dashboard • Customer Service Operations Dashboard • Customer Service Representative Dashboard Sales Dashboards • Sales Activity Dashboard • Sales Activity Social Dashboard • Sales Dashboard • Sales Performance Dashboard Marketing Dashboards • Marketing Dashboard • Marketing Social Dashboard A salesperson tracking opportunities needs a different dashboard than a sales manager or executive focused on performance. With CRM, you can pick the right dashboard for your role, whether you’re in Sales, Service, or Marketing, and depending on your focus. Pick from any of the following built-in dashboards.
- 32. System dashboards User dashboards Created by a system admin or system customizer Created by any user Created in the Settings area Created in a user’s work area: Sales, Service, or Marketing Must be published to be visible Do not need to be published to be visible Visible to everyone in the organization, although they can be “hidden” by using security roles Visible only to the user who creates them, although a user can share a dashboard or assign to another user The system admin or system customizer can set a particular dashboard as the default dashboard—the one everyone sees when they start CRM—for the whole organization. A user can set their own default dashboard, overriding the default dashboard set by the system admin or system customizer.
- 36. 4 6 4 6 55
- 39. 1 3 2
- 40. 1 Select the component. 2 Choose the More (three dots) button at the top of the screen, and then choose an option. In this case, choose Increase Height.
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- 44. Data import CRM for Outlook Mobile access Business rules and processes
- 45. Microsoft Dynamics CRM Online, or Microsoft Dynamics CRM 2013 or 2015 (on-premises)
- 48. Column Name in spreadsheet (spelling must match exactly) First Name Middle Name Last Name Business Phone Mobile Phone Job Title Business Street Business City Business State Business Postal Code Business Country/Region Email Address
- 50. You’ll use the Import Data wizard to import your contacts. If your screen looks like this (latest version): For Sales, Service, or Marketing, go to Contacts. Choose Import Data. If your screen looks like this (older version): Choose Microsoft Dynamics CRM > Sales, Service, or Marketing. Go to Contacts. Then, choose Imports > Import Data.
- 57. .
- 58. To verify that the wizard was successful, choose Imports, then review the report. Otherwise, choose Finish.
- 59. After you run the wizard, check your list of contacts in Microsoft Dynamics CRM to make sure they imported correctly. 1. For Sales, Service, or Marketing, go to Contacts. 2. Scroll through the contact list. Check that each person is listed, and verify the contents of the fields for accuracy.
- 61. Integration with Microsoft Outlook (2013, 2010 & 2007)
- 62. Track emails in CRM
- 63. Track appointments in CRM
- 65. Person “Contact” (role-based) form (Social Insights)
- 71. Access Anywhere Mobile Productivity • Right data at the right time on the right device, even offline • Outcome driven user experience Build Once, Deploy Anywhere • Tailored app for tablets (iPad, Android & Windows) • Simplified phone apps on multiple platforms Mobile SDK • APIs for custom development • Templates for various mobile platforms including Azure Secure Data Access • Mobile Device (MDM) and App (MAM) protection • Consistent security roles & privileges
- 74. TIP: Several ready-to-use processes for common business scenarios are available. Find out how to add them to your system. Microsoft Dynamics CRM Online & Microsoft Dynamics CRM 2015
- 75. To help you work with customers, each stage and step is clearly outlined in the process bar at the top of the screen. You’ll see the process bar when you work on certain types of customer records, like leads or opportunities. Choose a stage in the process bar to see the steps involved. Choose a field to type in the details.
- 76. The best way to learn about how business processes help you work with customers is to look at an example. Let’s look at a standard business process for working with leads.
- 77. If your screen looks like this (latest version): Go to Sales > Leads. If your screen looks like this (older version): Go to Microsoft Dynamics CRM > Sales > Leads.
- 79. When you work with a lead, the process bar shows you all the steps you need to follow to complete each stage successfully. It’s your roadmap to getting things done. A lock means this stage moves the lead to another record type, such as an opportunity. A check mark means the step is complete. A flag shows the current stage.
- 80. You can edit fields directly on the process bar. Choose a field within a step to type in details. Steps automatically receive a check mark when you complete them.
- 81. As you complete the steps, each stage provides guidance about what to do next, and helps you see your progress. Choose a stage to preview the steps in it. Choose Next Stage to advance through the process.
- 82. When you’ve completed all the steps, you’ll need to advance to the next stage. You can move to another record type – for example, a lead can become an opportunity as you nurture a deal. List of available records Click or tap Next Stage, and then select the next record type. 1
- 83. Discover mid-stream that you need to follow a different process for a customer? No problem. Choose … , and then choose Switch Process. Select a different process. Choose Select.
- 84. Deployment • Solution import • Settings • Personal Options Application • Data import • CRM for Outlook • Mobile access • Business rules and processes Customization • Configuration • Reports and dashboards
- 85. xRM Productivity & Industry Solutions • www.xRM.website Dicker Data Cloud Marketplace • www.DickerData.com.au Microsoft Dynamics CRM • http://www.microsoft.com/en- au/dynamics/crm.aspx • http://www.microsoft.com/en- us/dynamics/crm-customer- center/default.aspx
- 86. + Thank you