Coming up.
The new Dynamics CRM 2016 Service
for the latest updates for sellers.
Including integrated productivity with Office 365
Azure machine learning to automate recommendations
and contextual CRM data in Cortana for interactive insights.
And if you're in IT, keep watching
because we're going to cover how to provision these new capabilities for users.
As well as additional security compliance controls you get through
the integration of the Office 365.
Microsoft Mechanics
I'm joined by Eric Boocock from the Dynamics CRM team.
Welcome!
It's good to be here.
What we're trying to solve for with the new release of CRM?
We've really looked at
integrating the productivity apps that users live in every day
with the sales and service capabilities in Dynamics CR.
Being able to surface useful insights and guide users
with intelligent actions through machine learning
and by delivering a rich mobile experience.
We've also made CRM a manageable and extensible platform
to deliver these services via the cloud
but can we see how it works?
Absolutely! Let's take a look.
Let's start with where a lot of our users start their day
in Outlook
So right here within Outlook we brought business data from CRM
into your email.
I can easily take this email
and I can type 'northwind' and do a search
across all my data in CRM
and I can showcase information directly in the context of this email
tracking this email back
so I can share with my CRM users so they get the context of this particular email.
But I need to take some actions on his email
so I'm going to simply tap on
this 'northwind' opportunity
and take me directly into CRM to perform some actions.
One of the great things is
because we are using the new extensibility model with Office 365 is
you can actually consume that not only on a desktop app
but also in your browser and also a mobile device when you're on the go.
Absolutely. Awesome capability for our sellers.
So as a user I need to take action on that particular email
so when I come into the CRM opportunity
I can come and click on OneNote
and leverage the power of the OneNote capabilities
and capture all of these notes for this particular deal.
Here when I click on OneNote
you'll see I have all of the meeting participants
I have the product that we're presenting
as well as this task list
that shows that this customers interested in those top three accessories.
But right within CRM
I can click on product line items
and jump down to the product I'm positioning here
and you'll see I have suggestions.
When I click on suggestions
I'm presented with all of the items related to this deal.
All of the accessories that that customer requested
as well as a cross sale recommendation
so this is being fed from Azure Machine Learning
to look at all my historical CRM data
put that into a data model
and analyze information and come back with a cross sell recommendation
So hold on
you could pre-programmed this
if you knew what other items related to what you're selling before, right?
Absolutely
but imagine with the power of machine learning
we can look at data across the entire organization
and capture those trends
cause the seller doesn't know what they don't know
so now we can aggregate all this information and say
here's those accessories
but this is the best potential cross sell for this particular deal
awesome capabilities as a seller
so now I can simply come in as this sales rep
select those three accessories that the customer wants
but we're gonna go ahead and add in that
cross sell recommendation simply pick that
add in this the opportunity
and we've now enhanced this deal for really the best success
but selling is not really a solo sport
so how do I get my team into it
I do I collaborate with the other people in my group
Well we brought the power of office 365 groups directly into
CRM so for this opportunity I'm working by simply navigating to office 365
groups I can have a central place where all my team comes in has shared calendar
shared conversations shared 10 notebook shared documents bringing us all
together so we can truly collaborate to get this deal done I can even
administered the team members that I want to have access to this particular
opportunity I also have a bunch of documents on capturing for this deal so
when I click on documents I have the ability to come right within CRM because
we just need to add documents that this deal I can come here I can click Upload
and I can easily upload documents directly to either SharePoint office 365
groups as we showed previously or one drive right from within the context of
this CRM opportunity really making it easy for sellers to work on a particular
deal and capture information really where they're using these particular
documents in the context of this opportunity but really putting it
everywhere we need to as an organization but in order to now easily prepare this
content
resurface the capabilities of delve directly inside CRM so our users who are
going to build these documents based on these new products can quickly look at
trending documents and find information be in service from the office graph
directly in CRM to find the best content for this particular deal really great
interest in terms of office 365 even the office that we're seeing here but what
if I want to go a lot of sellers aren't either
a laptop in their office environment where item on a mobile device
sellers are always on the go so bringing the power of CRM to that mobile
experience is very important for for our party sellers in this organization so
when I come into my Windows device we've taken the power of business data from
CRM and blended it with the personal data in Cortana so you can see I have my
calendar I have my meeting but we've also now broad business data from CRM
directly into this experience I can see the account so I can see my pipeline
agency for this particular Northwind counterspy deals one customer service
case but as a seller this is impact one formation cause I'm trying to close this
deal and there's an open customer service case give me the visibility of
all that stuff but I need to continue on with my work so I can simply tap on that
record in for Tana in launched the CRM mobile application brings the Powerball
that CRM data to me as a mobile seller I can see all of that information and CRM
as well as those one notes that we took related to this deal but lastly all
those documents that we captured are presented right here within the mobile
apps was a seller I simply tap open it I'm ready to go from a customer
presentation so really gonna Gration across the stock room and office 365
perspective in CRM but if I'm an admin how to actually get all set up we've
made it very easy for admins so right within Dynamics CRM all of these
capabilities are administered through the administration area in CRM wanna
come into administration in a walk through the flow of simply starting
where we started the CRM for Outlook I select thats I'm a proud look it looks
at all my users that we've enabled email I simply select that user and i click
Add to see I'm a proud look what this is doing is deploying that I'm a proud
looking to exchange making it available for all of these users to install the
one drive and SharePoint stuff earlier how do I get that configured it's very
easy we brought that directly into one administration area within CRM document
management document management I'm going to start with the foundation of let's
build the integration between CRM and SharePoint so when I click on this first
wizard I have the ability to select the entities and CRM so get a counts of my
customers contacts opportunities wherever I'm gonna store and collaborate
contextual data
and capture that information to SharePoint I select those items I put in
my SharePoint site collection URL and it validates that's a URL about in
SharePoint but I can also build a hierarchy Accounts and Contacts I could
maybe be b2b or b2c in store that in SharePoint as such this looks at
SharePoint and now builds that folder structure make sure I'm ready to go with
in CRM and we're all set to the SharePoint integration is done in
enabled the OneNote integration we billed directly on top of that
SharePoint integration so once that capabilities in place we can now simply
select for the records in CRM things again like accounts cases and
opportunities that I want myself to capture notes on simply select them and
then finish and then we've enabled one note for those specific entities in CRM
we continue to build upon that with one driver business I simply enable one
driver business and then give users the ability to specify a file path for how
we want to store those documents in one drive and last but not least the office
graph integration like we showed the trending document from Dell
simply enable the office graph integration here in CRM and we're all
set and running how about some of the immigration we saw earlier with
collaboration and groups can you get that easily configured absolutely just
like we did the other integrations in settings like him and I specify that I
wanna go to office 365 groups and here I have an administration panel within the
CRM system this does require that we enable up what we call preferred vendor
solution in CRM once that's enabled in this capability is deployed by
administrator simply does just what they've done it all those other steps
pick the entity that should have groups I can specify whether there are no
created or not and add these to the use to the to the office 365 groups
integration also have the ability to add entities any capability that I'm working
on capturing data in CRM I can create a corresponding group for what we saw when
you were looking at court on as I can control as an admin or is that something
user does so is a personal capability available to our users in Windows 10
devices so for the user to enable it they simply come into their windows
device and tap on Cortana and you'll notice when I scroll down here I can see
that this
CRM for Outlook has not yet been configured so the user simply clicks on
Kinect and are gonna be prompted to just add the URL of their CRM environment
their username and password in the integration is enabled for this
particular user just like we show before all of that business data presented
directly within the context of Cortana so my sellers are ready to go with your
notifications but beyond all of this from an office 365 admin perspective lot
of things that we're doing and CRM are also controlled via that absolutely I
shown you have a CRM administrator administers all the capabilities within
the core CRM application but this is a service that is administered through the
office 365 administration panel so right here I'm in the office 365
administration panel and you notice right off the bat we can see our CRM
service health we can see all of the users so users that are added to CRM our
first added in the office 365 granted a license you see here when I hit at the
license I have the ability to add the CRM and control the licensing that this
particular user has once I grant the license to that user in office 365 their
synchronized over to CRMC my CRM administrator can then pick up a grant
additional levels of security whether they're salesperson a customer service
person controlling the CRM specific capabilities available to them some of
the side benefit by the Immigration office 365 as things like male flowing
in and out as you're doing your deals and selling things for CRM also you be
able to protect those them through things like e-discovery are in place
holds on male
a loss prevention may be on the documents that you store in SharePoint
r1 driver Business Office 365 that provides a blanket of information
protection around all of this traffic and documents generated awesome as an
organization to leverage the power of the simplicity the business thats bring
all that capability together so we can really leverage this robust business
service and last but not least I have the ability to administer CRM specific
capabilities about the serum online service right within the office 365
Administration Center so I have my CRM environment that we've been
demonstrating from today but I also have solutions fees are additional
capabilities I can add into this dynamic CRM deploy
these are the preferred vendor solutions that I mentioned before so I simply
can't come you click on office 365 groups and the play that into my
environment gives me the ability to administer these new capabilities you
can see there is acting upgrade available here I can simply select and
deploy that operate for this solution into that environment I also as a as an
administrator have the ability to control the upgrades for CRM so as we
upgrade our service we make them available for here so organizations can
schedule their upgrade so they can plan and deploy their upgrades in what we
call our customer driven operate process we really walking a lot of productivity
enhancements for sellers but beyond that you mention something called intelligent
customer service what's that all about
yesterday we focus on how these latest investments greatly improve the
experience for sellers same holds true for a customer service agents and we've
added additional capabilities to drive intelligent customer service which will
save another show a CRM how to get started simply go to our website
microsoft.com / 10 a.m. the great overview looking forward to the next
show
also today here on Microsoft mechanics thanks for watching and goodbye for now