New and Enhanced features of Microsoft CRM 3.0

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New and Enhanced features of Microsoft CRM 3.0
Applications
Sponsored by HiTech Institute
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Sponsored By HiTech Institute
Pravin Patel President Karl Moesch Business
Development Manager Magui Said Consultant /
Master Certified Trainer
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Introductions
Name Company Job role Experience with Microsoft
CRM Your objectives from this Seminar?
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Things you need to know

• Seminar Information
• 900 AM to 1230 PM
• Short break.
• Facilities
• Restrooms
• Telephones

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Scope of Course

• Expectations on Whats New course scope and
  content
• Seminar driven by presentations and
  demonstrations
• Changes to Microsoft CRM 3.0 from the previous
  version (Microsoft CRM 1.2) will be covered
• Assumes baseline of knowledge of Microsoft CRM
  1.2
• Not designed as a preparation for certification

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Objectives

• In this class, we will explore the new features
  and functionality found in MS CRM 3.0
  Applications, including
• New features in the user interface
• New methods of collating and sharing information
• Whats new for salespeople
• Whats new for marketing personnel
• Whats new for customer service representatives
• Whats new for service scheduling

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Whats New in Microsoft CRM 3.0 - Applications
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Overview

• Objectives
• Becoming familiar with the new features and
  functionality in Microsoft CRM 3.0
• Features are discussed by topic area,
  specifically
• Navigation
• Collecting and distributing information
• Whats new for salespeople
• Whats new for marketing personnel
• Whats new for customer service representatives
• Whats new for service schedulers

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Whats New

• Navigation and User Interface
• new look and feel
• new functionality

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Whats New

• Whats new for salespeople
• Enhanced sales process management including
  Relationship Roles
• Enriched account management functionality
  including managing lists across teams and
  executives
• Coordination with marketing campaign activities
• Redesigned Microsoft CRM client for Outlook
  including ability to import CRM data directly
  into Microsoft Excel

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Whats New

• Whats new for marketing personnel
• Marketing Automation allows more efficient
  marketing campaigns, enhancing budgeting and
  planning, creating and managing lists, planning
  and creating campaigns, launching and managing
  campaigns, and tracking marketing information

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Whats New

• Whats new for customer service representatives
• Cases functionality has been enhanced with three
  new features
• Form Assistant Pane
• Notes
• Sending Knowledge Base articles by e-mail

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Whats New

• Selling and Scheduling Services
• All new functionality allowing the ability to
  sell and schedule services
• Uses Microsoft CRM client for Outlook

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Review

• Opportunity management and sales order processing
  improvements
• Marketing Automation
• Enhanced features supporting creating and editing
  cases
• Selling and scheduling services
• Redesign of the Microsoft CRM client for Office
  Outlook

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Working with and Navigating in the New User
Interface
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Overview

• Objectives
• Become familiar with the new interface
• Understand some of the elements of the redesign
  of the Home Page and Workplace
• Learn some of the features that facilitate faster
  data access
• Use the Forms Assistant Pane
• Become familiar with Advanced Find Functionality
• Learn about the new merge records functionality
• Recognize some of the new functionality available
  in the Microsoft CRM client for Office Outlook

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Lesson Home Page and Workplace Redesign

• Home Page Workplace Redesigned
• Home page and workplace merged
• Frequently used features, email and queues have
  their own sub-areas
• Workplace can be customized
• Navigation Pane
• Settings has been moved from the Home Page to the
  Navigation Pane
• Familiar appearance of Microsoft Office Outlook

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Faster Data Access

• Data access has been accelerated through
• Improved response times overall
• Ability to customize results
• Ability to return all records
• Ability to access all related records

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Form Assistant Pane

• The Form Assistant Pane has been added to provide
  quick access to records and activities.
• Found on the right side of the form
• Can be used instead of Lookup to select records

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Advanced Find

• Advanced Find functionality has been added to
  allow you to specify one or more search criteria.
  You can use Advanced Find to
• search by any field or combination of fields
• use wildcards, exact strings, and operators (and,
  or, not)
• refine queries by using multiple rows of queries
• perform some actions on search results
• save queries or use predefined queries

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Merge Records

• New functionality allows merging of duplicate
  records. The process works like this
• Select master record
• Related secondary records are merged into the
  master record
• Secondary records are deactivated

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Microsoft CRM Outlook Client

• Highlights of this new functionality are

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Outlook Synchronization

• The Outlook Synchronization process highlights
  are
• Outlook Synchronization occurs automatically
  after the Offline Synchronization process has
  finished running.
• Outlook Synchronization can be scheduled to run
  at periodic time intervals
• Outlook Synchronization runs in the background
  it does not interrupt the user from interacting
  with Outlook.
• Users can specify the time intervals at which
  Outlook Synchronization should occur.

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Review

• In this lesson, we examined
• Working with and navigating in the new user
  interface.
• The basics of the home page and workplace
  redesign.
• Using the Navigation Pane
• Faster access to data, including the ability to
  customize results and return all records, and
  accessing all related records.
• Advanced Find functionality
• Merge Record functionality
• Offline and Outlook Synchronization

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Collating and Sharing Information
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Overview

• Actively participating during this chapter helps
  you
• View reports and analyze data
• Learn means of accessing reports
• Become familiar with the new default reports in
  Microsoft CRM 3.0
• Understand the procedures involved in creating
  your own reports
• Take notes more easily
• Use the enhanced mail merge functionality

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New Reporting and Data Analysis Options

• New options for reporting and data analysis have
  been added to Microsoft CRM 3.0
• New reports have been added to every functional
  area
• Default reports are written using Microsoft SQL
  Server Reporting Services
• Ability to save search queries
• Ability to export Advanced Find search queries

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Exporting Search Queries

• You can create reports by exporting the results
  of an Advanced Find Search Query
• To analyze the data, you can export the query
  results to a Microsoft Excel spreadsheet or
  directly to an Excel pivot table.
• If you need to create customized letters or forms
  based on the data, you can export directly to a
  Microsoft Word mail merge file.
• After you export, you can open the spreadsheet or
  mail merge file, and the data will be
  automatically refreshed with current data from
  your view.

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Creating a Report

• You can create your own reports that pull data
  directly from the database. To do so
• You need to know where data is stored in the
  Microsoft CRM database, and how to use the
  program youre using to connect to the Microsoft
  CRM database.
• You can use a Microsoft Office application such
  as Microsoft Excel, or other reporting tools that
  have the capability of connecting directly to a
  database, such as Microsoft SQL Server 2000
  Reporting Services.
• If a report you create is useful to all Microsoft
  CRM users, you can send it to your report
  administrator, who can add it to Microsoft CRM.

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Using Mail Merge From CRM Client for outlook

• Allows you to create new templates or use
  existing template to generate form letters
• Send form letters to contacts
• Resend old letters to new recipients.

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Review

• New default reports
• Accessing existing reports
• Creating your own reports
• Viewing reports
• Analyzing data found in reports
• Easier note taking
• Enhanced mail merge functionality

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Whats New for Salespeople
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Overview

• Actively participating during this chapter helps
  you
• Assign Customer Relationship Roles
• Use Workflow with Customer Relationships
• Assign records to marketing lists
• Create a Quick Campaign
• Become familiar with Sales Management Reports

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Relationship Roles
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Types of Relationships

• Simple associations between customers, such as
  referrals
• Hierarchical relationships between contacts and
  subcontacts
• Non-hierarchical relationships such as
  partnerships
• The user can define relationship types.

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Managing Lists
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Enhanced Marketing List Management Features

• New features support salespeople
• Import lists by using Microsoft CRM bulk import
  functionality
• Organize lists by name
• Retrieve a list by using a filtered view, or by
  using Advanced Find to search for specific lists
• Combine multiple lists to create a single
  targeted marketing list
• Copy a marketing list and create multiple
  sublists
• Quick Campaigns

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Review

• Customer Relationships and Relationship Roles
• Using Workflow with Customer Relationships
• Managing Lists
• Quick Campaigns
• Sales Management Reports

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Whats New for Marketing Personnel
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Overview

• Actively participating during this chapter allows
  you to
• View a demonstration of the marketing process
  including the following tasks
• Create a marketing campaign
• Create campaign activities
• Execute the campaign
• Close the campaign

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Marketing Automation Process Flow
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Demonstration Marketing Automation

• Create a marketing campaign
• Create campaign activities
• Execute the campaign
• Close the campaign

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Campaign Considerations
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Campaign Execution and Response  Management

• Launch a marketing campaign
• Manage the various aspects of a campaign
• Analyze results of a marketing campaign
• Create a Quick Campaign

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Whats New for Customer Service Representatives
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Overview

• Objectives
• Understand new options for editing and creating
  cases
• Use and identify the functionality available in
  the Microsoft CRM client for Microsoft Office
  Outlook
• Explore Service Management Reports

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Improvements for Creating and Editing Cases

• Creating and Editing Cases functionality has been
  improved and simplified by these features
• Form assistance pane
• Additional use of Notes
• Ability to link articles from the KB base via
  e-mail

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Modifying Cases

• Cases can be modified in three ways
• reassigned to another customer service
  representative
• accepted from a queue
• resolved when completed

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Review

• In this lesson, we covered
• New functionality that supports customer service
  representatives
• Using new functionality to create and edit cases,
  specifically using the Forms Assistant Pane,
  Notes, and linking articles from the Knowledge
  Base to e-mails
• Using the functionality available in the
  Microsoft CRM client for Microsoft Office Outlook
• Service Management Reports

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Whats New for Service Schedulers
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Overview

• Objectives
• Become familiar with service scheduling
  administration
• Understand scheduling concepts
• Gain and understanding of services concepts
• Explore capacity planning
• Learn how to use the service calendar and
  schedule service activities
• Define, create, and modify a service
• Add resources to a service
• Address service activity conflicts
• Reschedule, reactivate, close, or cancel a
  service activity
• Print service scheduling information

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Resource Selection Rules

• define how to select members of a Resource Group
  or team.
• link a service and its resources.
• can be simple such as delegating one specific
  resource to a service
• can be complex such as choosing X number of
  resources based on their skill level, how busy
  they are, and an additional resource by
  minimizing cost.
• include assignment rules such as Least Busy and
  Most Busy.

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The ALL Selection Rule

• The ALL selection rule is not identical to the
  Boolean operator.
• ALL can mean
• If the rule is followed by a list of resources,
  then every resource listed is selected.
• If the rule is followed by sub rules, then every
  sub rule is observed.

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Simple Selection Rules

• Simple Selection Rules can be created for
• services that require one or more resources, all
  of which are interchangeable in the schedule
• services that require a specific resource,
  facility, or equipment

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Compound Selection Rules

• Compound Selection Rules are created when
• a service requires two or more resources, each
  from a different group

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Complex Selection Rules

• Complex Selection Rules are created when
• a service requires a specific number of
  resources, each from a separate group that is
  defined in sub-rules
• sub-rules are nested in sub-rules

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Editing or Removing Selection Rules

• Selection Rules can be edited or removed by
• opening the Service you want to edit ?
• navigating to the Resource Selection Rules tab ?
• selecting Edit the Selected Item
• the Scheduling Administrator. Note that any
  members beneath a selection rule that is removed
  will be removed as well.

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Capacity Scheduling

• Capacity Scheduling is the set up of services and
  resources so that Microsoft CRM can consider
  facility size and availability, and resource
  skill and availability, when scheduling.

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Services

• A service is a type of work performed by one or
  more resources (human or machine), and sold to a
  customer.

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Scheduling Concepts

• These concepts are used by the scheduling engine
• Selection Rules
• Resources
• Resource Groups

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Service Calendar
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Service Calendar Features

• Using the Service Calendar, you can
• View service activities
• Create new service activity
• Edit an existing service activity
• View resource schedules
• Schedule a Service activity
• Change the status of a service

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Service Calendar Standard Views

• These standard views are available for the
  Service Calendar
• All Resources both human and machine
• All System Users human resources set up in your
  system
• All System Facilities/Equipment machine or
  facility resources set up in your system

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Review

• The functionality in Microsoft CRM to help
  organizations define the services they provide to
  their customers.
• Service scheduling functionality, and its use in
  managing the schedules, services, and the
  availability of your workforce.
• Showed how to use the service creation function
  to determine the service, add resources to the
  service, and schedule the service.

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Conclusion Course Review
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Seminar Review

• In this course, we covered
• Working with and navigating in the new user
  interface.
• The basics of the home page and workplace
  redesign.
• Using the Navigation Pane
• Faster access to data, including the ability to
  customize results and return all records, and
  accessing all related records.
• Advanced Find functionality
• Merge Record functionality

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Seminar Review

• Offline and Outlook Synchronization
• Reporting and Information Collection tools,
  including
• New default reports
• Accessing, creating, and viewing reports
• Analyzing data found in reports
• Easier note taking
• Enhanced mail merge functionality
• Opportunity management and sales order processing
  improvements, including
• Customer Relationships and Relationship Roles
• Using Workflow with Customer Relationships
• Managing Lists
• Sales Management Reports
• Marketing Automation demonstration

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Seminar Review

• New functionality that supports customer service
  representatives, including
• Using new functionality to create and edit cases,
  specifically using the Forms Assistant Pane,
  Notes, and linking articles from the Knowledge
  Base to e-mails
• Using the functionality available in the
  Microsoft CRM client for Microsoft Office Outlook
• Service Management Reports
• Service scheduling functionality, and its use in
  managing the schedules, services, and the
  availability of your workforce, including
• the service creation function to determine the
  service, add resources to the service, and
  schedule the service
• the Scheduling Calendar
• The addition of the Microsoft CRM client for
  Microsoft Office Outlook
• its familiar look and feel
• multiple concurrent users

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Conclusion

• Thank you!

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Course Survey