Many Microsoft partners have found success driving revenue and delivering solutions with Office 365. Partners have built profitable service portfolios by selling, implementing, and creating value-added services for Office 365. But there are many additional opportunities from Microsoft which enable Office 365 partners to elevate productivity for their customers. Microsoft Dynamics CRM Online is such an opportunity. Dynamics CRM Online is a customer relationship management solution which allows your customers to track relationships and interactions, automate business processes and gain valuable insights into their own customers. Capabilities include Sales Force Automation, Marketing Automation, Customer Service and Social Media Insight. O365 and CRM Online give customers an incredible solution and partners a fantastic new offering. Adding CRM Online to O365 lets customers cut through the clutter—to zero in and easily identify what they need to do next. It lets them find a relevant way to connect with their customer so they can win faster. And lets them collaborate with people, find, and access the information they need to ultimately sell more and grow their business. By adding CRM Online, you elevate the discussion to business solutions. Plus, in addition to sales, Dynamics CRM has great solutions across marketing, customer service, and social listening & engagement. xRM extends this to industry-specific solutions. In this technical training we introduce Dicker Data reseller partners to key CRM concepts including Deployment including Solution import, Settings and Personal Options; Customization and configuration; Data import; CRM for Outlook and mobile access; Reports and dashboards and Introduction to business rules and processes.

2. Deployment
• Solution import
• Settings
• Personal Options
Application
• Data import
• CRM for Outlook
• Mobile access
• Business rules and processes
Customization
• Configuration
• Reports and dashboards

3. Why xRM?
Expand the productivity of your Office 365 services with Microsoft
Dynamics CRM Online, pre-configured with xRM Industry Solutions
Microsoft Dynamics CRM Online Capabilities

4. xRM Industry Solutions
• e-Marketing
• Sales (methodology) eg. Miller
Heiman
• Service (Help Desk)
• Project and time management
• Asset and knowledge
management
• Document management
• Legal
• Accounting Professional Services
• Finance
• IT
• Membership
• Sports
• Real estate
• Insurance
• Vehicle and boat sales
• Small business
• Churches

5. Solution import
Settings
Personal Options

6. Deployment Choice:
Microsoft Dynamics CRM
Server
On Premises/
Private Cloud
Customer
Solution Provider
On-Premise Servers
Customer Management:
→ IT manages CRM in-house
→ IT purchases & installs
software/hardware
→ IT provides storage, network, and
datacenters to achieve global
scale
Typical Deployment Approach
→ Deploys using virtualization or
physical installation
→ Deploys in own datacenter
→ Handles all troubleshooting,
updates and upgrades
→ Achieves compliance as required
by business
YouManage

7. Deployment Choice:
Microsoft Dynamics CRM
Online
Public Cloud SaaS
Dynamics
CRM Online
US Government
Cloud for CRM
Microsoft
Microsoft Management:
→ Delivers a complete SaaS service
→ Secures and manages for customer
→ Provides global datacenters, hw/sw,
networking to customer
→ Manages application, hardware, network
→ App/Data accessible to customer
Microsoft Deployment Approach:
→ Deploys instantly into Microsoft’s Global
Datacenters
→ Certifies & ensures compliance for
Commercial & Government Customers
→ Integrates CRM Online with Office365 &
Azure for ease of use and single sign on
→ Works with customers on major
application upgrades
Managedby
Microsoft
YouAccess
Microsoft-Hosted

8. The Business Value of Cloud Based CRM
1
Benefits at the Intersection
of CRM and the Cloud
Benefits at the Intersection
of CRM and the Cloud
Cloud CRM Frees Up IT Assets and Budget
Cloud CRM Enhances the End-User Experience
Cloud CRM Enables Mobile Sales
2
3
4 © IDC

9. Microsoft Confidential. For internal use only.
9
Dynamics CRM Online Powers Agile Topline
Growth Quicker Than On-Premises CRMs
© 2015 Forrester Research, Inc. Reproduction Prohibited
47%
Incremental revenue gain from
faster CRM deployment
21%
Avoided upfront infrastructure
costs
20%
Avoided costs of on-premises
CRM software licenses
11%
Reduced ongoing CRM
maintenance & support costs

14. Solution Components
User Interface
 Forms
 Views
 Charts
 Dashboards
 SiteMap
 Ribbons
Schema
 Entities
 Fields
 1:N / N:N Relationships
 Option Sets
Miscellaneous
 Security Roles
 Field Security Profiles
 Connection Roles
 Reports
 Solution Publisher
 System Settings
Templates
 Email
 Contract
 KB Article
 Mail merge
Processes / Steps / Code
 Workflows
 Dialogs
 Business Process Flows
 Business Rules
 Actions
 Web Resources
 Plug-in Assemblies
 SDK Message
Processing Steps

15. Import a Solution
• Updates components already in the system.
• Adds new components.
• Dependent components must already be in the
target system, or be included in the Solution.
• Managed Solution keeps components.
• Solution can be removed to delete all components.
• Unmanaged Solution cannot be “uninstalled”
• Writes changes into the Default Solution.
• Can be removed but changes remain in the system.

16. Export a Solution
• Export Solution and all the components in it as a
compressed file in .zip format.
• Filename is Solution Name + Version by default.
• Contains XML, XAML, .DLL, images and other files.
• Warning if dependent components are missing.
• Managed Solutions are for distributing
customizations, such as ISV add-ons.
• Internal developments usually use Unmanaged.
• Default Solution can be exported (Unmanaged).

17. Deploying changes using Solutions
Development User Acceptance
Testing (UAT)
Live / Production
Environment
1.01.1

1.1
1.2 1.1 1.1

Feedback

21. Configuration
Reports and dashboards

22. Introduction to Entity Customization
• An Entity is a type of record.
• Examples: Account, Case, Article, Business Unit.
• Table in the database stores data records.
• Metadata describing how the entity is presented to
users, such as Display Name.
• A Form displays a single record.
• Contains fields, sub-grids, and other components.
• Provides client-side scripting and features such as
Business Process Flows and Business Rules.

23. Introduction to Entity Customization (cont.)
• A View displays a list of several records.
• Filter criteria define the records that are displayed.
• View columns contain field values.
• A Chart provides a visualisation of data.
• Used in combination with a view that filters records.
• A Field contains one piece of data.
• Column in the entity table.
• Control on a form, column in a view.
• Also known as “attribute”, especially by developers.

24. Customizing an Entity
• You must publish the entity for the changes to
take effect if you modify properties of:
• Entity, field, form, view or chart components.
• All components in an entity node of the solution
explorer are published together, no selective publish.
• New components are published on first save.
• If you use Save As to make a copy, this copy is
published, not the changes you later make.

25. Component Dependencies
Dependent components that rely on this one
Required components that this one must have

26. Microsoft Dynamics CRM 2013 Field Types
Field type SQL data type Description Space (bytes)
Single line of Text nvarchar(n) Short text no longer than 4,000 characters
2 × number of
characters (n)
Option Set int
A pick-list of options, stored as an integer with associated labels.
Either specific to a field, or a global list available to all fields.
4
Two Options bit 0 or 1; Displays Yes or No; True or False or any other two values. Up to 1
Image uniqueidentifier A foreign key value (GUID) that will link to an image record. 16
Whole number int Integer from -2,147,483,648 to +2,147,483,647 4
Floating Point Number float Numbers with up to 5 decimal places. Range ± 100,000,000,000 8
Decimal Number decimal Numbers with up to 10 decimal places. Range ± 100,000,000,000 13
Currency money
A number representing a currency value with up to 4 decimal
places and in the range ± 922,337,203,685,477.
8
Multiple Lines of Text nvarchar(max)
Text that will extend over more than one line.
Can hold up to 100,000 characters
2 × number of
characters
Date and Time datetime Stored internally as UTC date and time; displayed in local format. 8
Lookup uniqueidentifier A value (GUID) that will link to a record of a particular entity. 16

28. “Information is the oil of the 21st century, and analytics is the
combustion engine.”
- Peter Sondergaard, senior vice president at Gartner

29. CRM Online and Microsoft Dynamics CRM 2015 and earlier versions (on-premises)

31. General Dashboards
• Microsoft Dynamics CRM
Overview Dashboard
• Microsoft Dynamics CRM
Social Overview Dashboard
Customer Service Dashboards
• Customer Service Manager
Dashboard
• Customer Service
Representative Social
Dashboard
• Customer Service
Performance Dashboard
• Customer Service Operations
Dashboard
• Customer Service
Representative Dashboard
Sales Dashboards
• Sales Activity Dashboard
• Sales Activity Social
Dashboard
• Sales Dashboard
• Sales Performance Dashboard
Marketing Dashboards
• Marketing Dashboard
• Marketing Social Dashboard
A salesperson tracking opportunities needs a different dashboard than a sales manager or executive
focused on performance. With CRM, you can pick the right dashboard for your role, whether you’re in Sales,
Service, or Marketing, and depending on your focus. Pick from any of the following built-in dashboards.

32. System dashboards User dashboards
Created by a system admin or system customizer Created by any user
Created in the Settings area Created in a user’s work area: Sales, Service, or Marketing
Must be published to be visible Do not need to be published to be visible
Visible to everyone in the organization, although they
can be “hidden” by using security roles
Visible only to the user who creates them, although a user can
share a dashboard or assign to another user
The system admin or system customizer can set a
particular dashboard as the default dashboard—the one
everyone sees when they start CRM—for the whole
organization.
A user can set their own default dashboard, overriding the
default dashboard set by the system admin or system
customizer.

35. 1
3
1
3
22
1
3
2
1
2
3

36. 4
6
4
6
55

39. 1
3
2

40. 1 Select the component.
2 Choose the More (three dots) button at the top of the screen, and then choose an option. In this
case, choose Increase Height.

41. 

43. 1 2

44. Data import
CRM for Outlook
Mobile access
Business rules and processes

45. Microsoft Dynamics CRM Online, or Microsoft Dynamics CRM 2013 or 2015 (on-premises)

48. Column Name in spreadsheet
(spelling must match exactly)
First Name
Middle Name
Last Name
Business Phone
Mobile Phone
Job Title
Business Street
Business City
Business State
Business Postal Code
Business Country/Region
Email Address

50. You’ll use the Import Data wizard to
import your contacts.
If your screen looks like this (latest version):
For Sales, Service, or Marketing, go to Contacts. Choose Import Data.
If your screen looks like this (older version):
Choose Microsoft Dynamics CRM > Sales, Service, or Marketing.
Go to Contacts. Then, choose Imports > Import Data.

57. .

58. To verify that the wizard was successful,
choose Imports, then review the report.
Otherwise, choose Finish.

59. After you run the wizard, check your list
of contacts in Microsoft Dynamics CRM
to make sure they imported correctly.
1. For Sales, Service, or Marketing, go
to Contacts.
2. Scroll through the contact list. Check
that each person is listed, and verify
the contents of the fields for
accuracy.

61. Integration with Microsoft Outlook (2013, 2010 & 2007)

62. Track emails in CRM

63. Track appointments in CRM

64. Active People view

65. Person “Contact” (role-based) form (Social Insights)

70. http://idcdocserv.com/247643

71. Access Anywhere
Mobile Productivity
• Right data at the right time on the right device, even offline
• Outcome driven user experience
Build Once, Deploy Anywhere
• Tailored app for tablets (iPad, Android & Windows)
• Simplified phone apps on multiple platforms
Mobile SDK
• APIs for custom development
• Templates for various mobile platforms including Azure
Secure Data Access
• Mobile Device (MDM) and App (MAM) protection
• Consistent security roles & privileges

74. TIP:
Several ready-to-use processes for common business scenarios are
available. Find out how to add them to your system.
Microsoft Dynamics CRM Online & Microsoft Dynamics CRM 2015

75. To help you work with customers, each stage and step is clearly outlined in the process bar at the top of the
screen. You’ll see the process bar when you work on certain types of customer records, like leads or opportunities.
Choose a stage in
the process bar to
see the steps
involved.
Choose a field to
type in the details.

76. The best way to learn about how
business processes help you work
with customers is to look at an
example.
Let’s look at a standard business
process for working with leads.

77. If your screen looks like this (latest version):
Go to Sales > Leads.
If your screen looks like this (older version):
Go to Microsoft Dynamics CRM > Sales > Leads.

79. When you work with a lead, the process bar shows you all the steps you need to follow to complete each
stage successfully. It’s your roadmap to getting things done.
A lock means this stage moves
the lead to another record
type, such as an opportunity.
A check mark
means the
step is
complete.
A flag shows the
current stage.

80. You can edit fields directly on the process bar.
Choose a field within a step to type in details.
Steps automatically receive a check mark when you
complete them.

81. As you complete the steps, each stage provides guidance about what to do next, and helps you see your progress.
Choose a stage to
preview the steps in it.
Choose Next Stage
to advance through
the process.

82. When you’ve completed all the steps, you’ll need to advance to the next stage. You can move to another
record type – for example, a lead can become an opportunity as you nurture a deal.
List of available
records
Click or tap Next Stage,
and then select the next
record type.
1

83. Discover mid-stream that you need to follow a different process for a customer? No problem.
Choose … , and then
choose Switch Process.
Select a different process.
Choose Select.

84. Deployment
• Solution import
• Settings
• Personal Options
Application
• Data import
• CRM for Outlook
• Mobile access
• Business rules and processes
Customization
• Configuration
• Reports and dashboards

85. xRM Productivity &
Industry Solutions
• www.xRM.website
Dicker Data Cloud
Marketplace
• www.DickerData.com.au
Microsoft Dynamics CRM
• http://www.microsoft.com/en-
au/dynamics/crm.aspx
• http://www.microsoft.com/en-
us/dynamics/crm-customer-
center/default.aspx

86. +
Thank you