MICROSOFT DYNAMICS CRM 2011HIGH LEVEL PRODUCT OVERVIEWLou Bergstrom, Senior ConsultantMicrosoft Services, Federal

September 21, 2013TechGate 2013 – Reston, VA

INTRODUCTIONCurrently, I am Senior Delivery Services Consultant specializing in Microsoft Dynamics CRM. With over 9 years of experience in implementing CRM solutions at various customers across US Public Sector and Commercial industries: pre-sales, business requirements gathering, fit gap analysis, business processes re-engineering, proof-of-concept, test, go live and support. I'm able to act at different levels of a CRM project (functional and technical project scoping, developing phase, architecture & design review and project management).   I continue to work with Microsoft Dynamics CRM on a daily basis and have picked up a wealth of experience with customizing, extending and integrating within the product.  I’ve consulted on the end-to-end experience of CRM solutions infrastructure: Windows Server, Active Directory Federated Services, SQL, Reporting Services, SharePoint, Exchange, Windows client and Mobility.

Sales Productivity

Customer Care

Marketing Effectiveness

Extended CRM Applications

Relationships • Interactions • Process • InsightsxRM Framework

On-premisesCloud

Microsoft Outlook®

Browser Mobile

HIGH LEVEL PRODUCT OVERVIEW

EXTENDED CRMOrganizations need to extend the power of CRM to maximize other relationships.

Microsoft Dynamics CRM 2011 is easily customized to support Extended CRM scenarios

Partner Relationship Management

Distributor Relationship Management

Reseller Relationship Management

Employee Relationship Management

Contractor Relationship Management

Supplier Relationship Management

Asset Management

Property Management

Fleet Management

Case Management

Task Management

Event Management

THE POWER OF PRODUCTIVITYFAMILIARNatural and

Personal

CONNECTEDCollaborative

andIntegrated

INTELLIGENTInsightful and

Actionable

FAMILIAR: NATURAL AND PERSONALFAMILIAR CONNECTE

DINTELLIGEN

TOffice Fluent UI Role-Tailored FormsEnhanced NavigationData Import/ExportFlexible Activities

OFFICE FLUENT UI• Streamlined UI• Expandable/

Contractible forms• Contextual Ribbon• Embedded sub-grids

Contextual Ribbon

Sub-grid(s)

Expandable/Contractible forms

ROLE TAILORED FORMS• Role-based forms• Multiple forms

per entity• Drag-and-Drop

creation• Web and Mobile

support

ENHANCED NAVIGATION• Personal views• Record pinning• Most recently

used lists• Real-time record

filtering

DATA EXPORT/IMPORT• Data Import Wizard• One-click export to Excel• Re-import data from Excel• PowerPivot and Office Web applications support

FLEXIBLE ACTIVITIES • Custom

activities support• Bulk actions

(complete, cancel, Set Regarding)

• Event driven activities (that is to say, case resolution)

• Re-occurring appointments

INTELLIGENT: INSIGHTFUL AND ACTIONABLE

FAMILIAR CONNECTED

INTELLIGENT

Real-Time DashboardsGuided DialogsInline VisualizationEnhanced Queues Business Auditing

REAL-TIME DASHBOARDS• Real-time data• Personal or

system dashboards• Point-and-click

creation• External data

integration• Bing Maps• Other Web

Resources• iFrames

GUIDED DIALOGS• Guided flow and

prompts• Embeddable tips,

queues and hyperlinks

• Dynamic and static response support

• Inline queries of CRM data

Dialogs are a question and answer format that can be run on-demand or as a child to another process

INLINE VISUALIZATION• Contextual

analytics• Drill-down

capability• Pre-built

visualizations• Wizard-

driven custom visualizations

ENHANCED QUEUES• Queues against

any entity• User and team

queues• Check-in/Check-

out• Queue routing

BUSINESS AUDITING• System-wide

auditing (including custom entities)

• Automatic audit trail

• Record or field level

• Pre-configured audit rules

CONNECTED: COLLABORATIVE AND INTEGRATED

FAMILIAR CONNECTED

INTELLIGENT Contextual Document

MgmtTeam ManagementDeclarative DesignSolutions ManagementDeveloper Tools

CONTEXTUAL DOCUMENT MANAGEMENT• Wizard-driven

SharePoint configuration

• Contextual document libraries

• Check-in/check-out

• Track changes and version control

TEAM MANAGEMENT • Team

ownership of records

• Team security roles

• Roll-up reporting

• Team based workflows

DECLARATIVE DESIGN• Drag-and-Drop

UI• Add fields and

relationships within Form

• Navigation Editor

• Entity header and footer

SOLUTIONS MANAGEMENT• Solution

Lifecycle Management

• Solution layering

• Managed or unmanaged solutions

• Cloud or on-premises support

DEVELOPER TOOLS• WCF and .NET

4.0• Web Resources• .NET data types• Open Data

Protocol (OData)• Dynamics CRM

Software Developer Toolkit (SDK)

AMPLIFYING PRODUCTIVITYFAMILIAR CONNECTE

DINTELLIGEN

T ConnectionsContextual Document

MgmtSocial MediaTeam ManagementDeclarative DesignDynamics MarketplaceSolutions ManagementDeveloper Tools

Real-Time DashboardsGuided DialogsInline VisualizationConditional FormattingGoal ManagementEnhanced Queues Business AuditingField Level Security

Office Fluent UINext-Gen Outlook Client Role-Tailored FormsEnhanced NavigationData Import/ExportFlexible ActivitiesProducts and Pricing Productivity

Enhancements

Thank You

An email will be sent to all attendees on Monday, September 23 announcing location of slides received from presenters.

techgate@hotmail.com