crm online + social listening

2/10/2016

Microsoft CRM Online + Social Listening for IT ProsKris WagnerMicrosoft MVPPractice Director, Cloud Platforms

@SharePointKriskris@tahoepartners.co

mkris@kriswagner.io

About Me 20 Years in Enterprise PlatformsOffice 365 Exchange/SharePoint/Skype/Dynamics Azure & Security are my passions Microsoft MVP 7 Years sharepointkris.com

Follow me @ bit.ly/KrisWagner

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Agenda

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CRM OnlineSetup

InstancesMigrations

SDK

Social ListeningSetup

ListeningAnalytics

Questions

Follow up

This session is designed to provide IT Pro’s, Office 365 global admins and those responsible for CRM with the know how to setup CRM Online + Social.

CRM Online

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CRM Online

• What is CRM• CRM Online Trial• What is an instance• Configure instances• Security Groups• Configure Roles• Copy and Backup

What is CRM

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Customer Relationship Management

Customer relationship management (CRM) is an approach to managing a company’s interaction with current and future customers. The CRM approach tries to analyze data about customers' history with a company, in order to better improve business relationships with customers, specifically focusing on retaining customers, in order to drive sales growth.

Add CRM Online Trial

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Add CRM Online Professional to your Office 365 tenant

Or signup for a new trial http://bit.ly/CRMOTrial

Instances

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• A CRM Online instance is an isolated web instance

• Uses: Development/Sandbox, Backup and Production

• EA determines how many instances you’ll have• EA’s typically come with 2 instances

• Request your second if you are missing one

Need more instances

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• Adding a 3rd or 4th Instance • Purchase from the subscriptions portal at an

additional cost• Purchase with or without an EA/Open

Setting up Security Groups

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• On Prem – AD Security Groups• Cloud Only – Security Groups

Setting Roles

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Security groups provide

• Provide users to the appropriate levels of information that is required to do their jobs.

• Categorize users by role and restrict access based on those roles.

• Support data sharing so that users and teams can be granted access to records that they do not own for a specified collaborative effort.

• Prevent a user's access to records the user does not own or share.

Security Roles in CRM

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Setup Security Roles

• Global Admins and CRM Administrators can setup roles• User information is pulled from Office 365

Copy and Backup

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When you need to copy and instance to another instance you have choices

I can’t emphasize enough how critical it is to choose the correct copy function

Options • Full – This makes a complete copy of all data in and instance & overwrites

ALL DATA• Minimal – This copies customizations from one instance to another

Demo

Social Listening (Engagement)

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• What is Social• Overview• Analytics• Listening• Conversations• Sentiment

Social Listening

What is Social in CRM

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Microsoft Social Listening

Social functionality for keyword-based social listening, basic sentiment analysis and brand strength measurement while using social customer service functionality to convert social incidents into Dynamics CRM for continued queuing, routing and resolution.

Overview Sources

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Social ListeningSetup

ListeningAnalytics

Overview Social

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Social ListeningSetup

ListeningAnalytics

Conversations

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Social ListeningSetup

ListeningAnalytics

Sentiment

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Social ListeningSetup

ListeningAnalytics

Demo

Reference Links

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This session: bit.ly/KrisCRMOnline Kris on Twitter: bit.ly/KrisWagner CRM Trial: bit.ly/CRMOTrialSocial Trial: bit.ly/CRMOSocialTrial

Dynamics Portal: bit.ly/CRMSourceI’ll help you start: bit.ly/NeedHelpwithCRM

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Thank youThis session: bit.ly/KrisCRMOnline Kris on Twitter: bit.ly/KrisWagner Email: kris@tahoepartners.com