Microsoft Canberra
09/12/2015
Note: These are unedited shorthand notes taken from a presentation about the new features coming with Microsoft Dynamics CRM 2016 which launched recently (CRM Online) and will launch soon (On Premise). Provided As-is.
Presenters:
Mike Hopwood, Duncan Haskins – CRM Specialists
Personal business assistant
– mines crm data and surfaces on mobile device
– link tasks to locations, e.g remind you to buy a lightbulb from Bunnings when you’re near a Bunnings
Intelligent customer service w/h AzureML
– data set analysis (case/notes) & suggest other cases & kbs
– crm online preview only
Relationship focus with Delve
– analysis of collaboration
– email interactions, document reviews
– documents from SP Online
[Video – Jersey Use Case]
CRM 2016 = Efficiency (Agility, ability to respond, data on the road). Multi-purpose platform.
Mobile Expansion (some features in preview)
– Task based experiences
– CRM Online only (a common theme!)
– Document management (via SharePoint)
– Offline support enhanced
– Min 30 licensed users
– Leverages Azure mobile
– Mobile management
– Encryption at rest, iOS, Android & Win phone native clients
– Consistent UI X-platform
– Device optimised UX
– integration to One Note
Cortana still a little flaky…. Load times still slow… Recognition so-so
– mail merge and templates based on organisation (on mobile device), server-side config
Excel templating
CRM App for Outlook
– available soon
– server-side integration
– no need for client side installs
– Office365/CrmOnline only
– can sync to Exchange on premise
see pic for hybrid
– Private storage via OneDrive
[Demo – Outlook/Exchange Web Client]
CRM 2013 introduced the current UX approach
[Web Experience]
– Menus changed for second level menu items (last 6 months online)
– Excel spreadsheets can open native or inside Excel online
– Data changes inside Excel will propagate back to CRM. Subject to CRM validation rules
[Improved Search]
– Result stack ranking
– Natural language support (inexact match)
– Cross-entity search capability
– Gameification: fantasy sales team
o Achievements for tasks (e.g Xbox live style)
o Encourages data quality, task completion
[Unified Service]
– Best of breed customer management
– Service desk (next gen) – replaces Unified Service Desk? Integrated by default, added OAuth2 support, easier install
– kb article management (including versioning), can push to external portals
[Survey Tools]
– survey tools can be published (anon & known) for gauging service quality?
– can survey to track satisfaction against individual, organisation etc
– still in development, TBD
[Field Service Productivity]
– match qualified personnel to active jobs
– integrated for mobile
– manage supply chain data (related), e.g part orders
– Service dashboard (tier 1)
– Stats integrated (like VSTS)
– Record drill down (task/client view)
o service history
o time segmented, etc
o push notifications – get updates in real-time
o attaches relevant kbs
– metadata and telemetry integrated (activity history)
– basis for Azure ML functionality
[Social Engagement]
– enhanced analytics
– read customer sentiment (external)
– trawl social media for relevant topics
– leverage obvious social media tools
– realtime
– can use on internal comms (yammer, skype) to read internal sentiment
[Intelligent Social]
– What are people saying?
– Find cases/leads fast
– Supports multiple languages (60? languages)
– analysis & reporting
– global, national, local
– online only
[Dynamics Marketing]
– SMS campaign not available in Oz yet
– Campaigns and marketing supported
– modern ui (html 5)
[IRAP Certified]
– CRM Online certified
– Certified to store Unclassed (DLM)
[ExpressRoute]
– Dedicated route into AU Azure DCs
– For CRM Online (hot off the press!)
– Integrates prem to AZ DCs
– QoS
[Launch Dates – 2015/2016]
Dec 1 – CRMOnline (2016)
Dec 15 – CRM 2016 on premise
Jan/Feb – migration 2015-16 for existing customers
– Online first, On premise second (see second picture, below)
– Two releases per year (online & onprem)