2. 








Introduction
Reimagined User Experience
Process Agility
Mobile Client App
Yammer Integration
Outlook Client & Exch Sync
Upgrade process
Business Rules
Extensibility


Client
Server
 Closure

4. Trends shaping customer experiences
Changes in how we
work
65% of
companies are
deploying at
least one social
software tool
80%
Rise of the social
customer
4
Average of
consumer
devices used
every day
44% of
84% of
organizations have
remote workers
of Fortune 500 companies will deploy new
mobile applications this year
consumers
complain via
social media
20% expect
a response
within 1 hour via
social media
Buyers today are over
of the way through the buying
cycle before they contact you
57%

5. The age of the customer
Match
Engage
Nurture

6. Microsoft Dynamics CRM makes business
personal
Simple and
immersive
interface helps
you get things
done
Contextual
data helps you
glean insights
so you can be
effective
Anywhere
access to the
people and
resources you
need for
success

8. “By using Microsoft Dynamics CRM, we can do more team
selling and cross-selling across our business groups, such as
intermodal transportation, to offer customers the best fit of
services.”

12. The #1
obstacle to the
success of
CRM solutions
is User
Adoption

13. Simple
Focus on the essential functions with a clear, consistent purpose
that matches user intention
Usable
Measure usability, incorporate feedback into designs
Modern
Use appropriate web interpretation of Windows 8 UI to create
delightful, engaging people and process centric experiences
Fast
Design and deliver great perceived performance
Loved
Design for Love. Create software that people not only want
to use, but simply can’t live without.

14. Lose the
technology and
talk about the
emotion

15. Reimagined User
Experience

16. • Streamlined flow to optimize for information display
• No pop-ups
• Touch enabled

18. Why do I need to pay attention
to this record?
What is this
record about?
Where
is this record?
Primary
Information
Secondary
Information
What is the status
of this record?
What has happened
and is happening?
Is this record
currently saved?

19. Cross platform UX framework for responsive layouts

22. Demonstration

24. • It’s a recipe.
• It tells you, step-by-
step, what you need to do
to get a
measurable/verifiable
outcome.
• It serves as a roadmap.
• It tells you, where you are in
the process flow.

25. • Business processes that span entities
• State Gating for Business processes
• Multiple processes per Entity including Custom Entity
• End users should be able to switch a sales process
• Assigning Sales Processes to Roles
• Stage categories that link stages across business processes
• Business Processes on Mobile Client Application
• Making business process portable (solution aware)
• Extensible via API

28. •
•
•
•

29. Process
Demonstration

31. Sales & Custom entities
Multi-entity Search
Occasionally Disconnected
CTP, IFD & Office365 auth.
Access Management
Business Process & switching
Create – Quick create forms
Communication Card

32. HTML 5 Application
Application
UX
Data Cache
Code
User data
CRM Online
or
CRM On Premises (IFD)
Application
metadata
Windows 8 & iPad
Native Device Shim
Device hardware
(GPS, accelerometer, etc)
Device authentication
libraries

33. Forms
• Reflowing the web-client xml to MoCA
• Limits :
-
5 tabs OR 75 fields and 10 lists
-
Org Db Setting. No UI.
-
Limit includes hidden fields

35. Tablet app
demonstration

36. Anytime, anywhere access to CRM data across modern devices
including Windows Phone, iPhone and Android
• View
• Add
modify
• Make phone calls
•
Offline
• Customizable
Map
View

37. Phone app
demonstration

39. •
•
•
•
•

40. Social conversations
in business context
Find experts and collaborate
on deals
Generate referrals
and introductions

41. On Premise
Collaboration for users not in the cloud
Yammer is the future
Controlled Access
• Collaboration inside and
outside the organization
Conversations limited to Dynamics CRM
users
Existing users
• Funnel for external services
• Document collaboration
Existing users of activity feeds. Customized • Rich search
solutions leveraging activity feeds
• Integrated with Microsoft
System messages
stack
Detailed update notifications for records.
Conversations around system messages

42. Demo:
Dynamics CRM +
Yammer

43. • Requires Yammer Enterprise Account
• Ensure Email field in CRM User records contain Yammer
Login Email – otherwise add to Email 2
• Login to CRM as user that is Yammer admin
• Click on Yammer Configuration (Settings >
Administration)
• Follow 3 step process
- Authorize CRM to connect to Yammer
- Select Yammer Group to control conversation
- Set Yammer activity stream security

45. https://www.yammer.com/company/embed
1. Go to the particular group on yammer that you want to embed. e.g. Dynamics
CRM MVP network --> All Network
2. On the right column you will see an "</> Embed this feed" link
3. Click on the link and copy the generated code
4. Paste the code into a text editor and wrap it in <html><body></body></html> tags
5. Save the file as .html (e.g. embed.html)
6. Create an HTML webresource in CRM and upload the embed.html
7. Add the web resource to a CRM dashboard or record
It will ask you to login with your yammer credentials
and authorize the app.

47. Outlook Client

48. • Configuration reliability
• Improved stability
- Upgrade to SQL CE
4.0
- Process isolation
• Updates to the Outlook
client

49. SQL CE Connections Resolutions
• Disable Cache
Forms Open &
Close
Memory Leak
Early Identification:
Soak Runs
Cached Views
DisableMAPICache
Address Book - Resolutions
• AddressBookMaterializedViews
• Disable Address Book Sync
PST Files
PST Files
GoOffline
Multiple Add-ins
CRM Addin OTB
Outlook
2 GB Virtual Memory
• Resolution: 64 Bit Office
• Challenge: 32 bit addins

50. Web Hosting Process
Main Outlook Process
GoOffline Process
Separate Process
Forms Open & Close
• Memory leaks
• Heavy
Customization
High Scale
• Custom Entities
• Heavy
Customization
Offline Sync

51. Removal of navigation items from CRM form
Updated
Navigation

52. Server Side
Synchronization

54. Outlook Sync
•
•
•
Primary owner must have a client up and
running
Primary syncing client has to be up and running
Burden on client machine
Email Router
•
•
•
•
•
Must be installed on an On Premise machine
Hard to configure & manage
Does not scale well
Inadequate error reporting
High support cost

55. • Enables server to server synchronization of
Email, Tasks, Appointments and Contacts
• Cloud enabled service for CRM Online
• Integrated with CRM Async Service
• Complete configuration & management within CRM
• Email Sync
- Enables email sync for CRM users and queues
with external email systems
- Removes the need of installing Email Router
component for email sync

56. CRM User/Queue
Email Server Profile

58. CRM Deployment
Email System
Email Sync
Appointments, Tasks,
Contacts Sync
CRM Online
Exchange Online
Yes
TBD
Exchange Web
Services
CRM On-Premise
Exchange 2010
Exchange 2013
Yes
Yes
Exchange Web
Services
CRM Online and
CRM On-Premise
•
•
•
•
•
•
Yes
No
POP3/SMTP
Gmail
Hotmail
Yahoo
MSN
Live
Outlook.com
Protocol

64. Customer is prescheduled
• A primary and secondary date time slot has been are pre-assigned
• In-product alert and email notifications
Update scheduled
Your update to [release Name] is now scheduled for [primary upgrade slot]
Reschedule update
Your update to [release name] is now scheduled.
Primary Update date: Sep 13th 2013 (8:00 AM to 2:00 PM)
Secondary* Update date: Sep 20th 2013 (2:00 PM to 8:00 PM)
About this update
* Secondary update schedule is used if primary update schedule is missed.
Rescheduled
Upgrade

66. • Administrator can reschedule
the update/upgrade
• Primary and secondary slots
are required when
rescheduled
• Customer can
reschedule, upgrade anytime
until the deadline.

68. 
Scheduled
90
30
15
7
Upgrade is
scheduled
When the
upgrade is
scheduled
Upgrade is
scheduled
0
Post
Upgrade in
progress
Reminder email
Reminder email
Reminder email
Reminder email
Upgrade
successful/
fallback to
secondary/
reschedule

72.  Dynamics CRM 2013
• Windows Server -2008 SP2, 2008 R2 & 2012
• Windows Client – Vista, Windows 7 & Windows 8
• ADFS - 2.0, 2.1, 2.2
• SQL Server – 2008, 2008 R2 & 2012
• Exchange Server – 2007, 2010 & 2013
• Outlook - 2007, 2010 & 2013
• CRM – CRM 2011 UR6 or CRM UR 14+ for Upgrade
Support Discontinued for
• Windows Server 2003
• Windows XP
• IE 7

73. Process
• Run setup on existing CRM 2011 server
• Can upgrade one or no organization databases (additional organizations are disabled)

74. Process
• Install CRM 2013 on new CRM server with new SQL instance
• Backup and restore organization databases to new SQL instance
• Import organizations through Deployment Manager

75. 
CRM 2011 Solutions will import to CRM 2013
• Solution Files will be converted to new format on Import
• Solution Content will be upgraded into CRM 2013 Forms and Data
engine updates.
• Both Managed and Unmanaged solutions will be supported.
Importing Solutions
• Enhanced import performance
• Activity Feed entities are now filtered
• Version specific imports instead of any version imports

76. 
Prior Database Structure
• Default and custom fields currently stored in separate tables for
each entity
• Example: AccountBase (default fields) and
AccountExtensionBase (custom fields)
Merge
• All extension tables merged by default during upgrade
•
•
•
•
process
Provides higher efficiency in queries and less locks
Customers can defer table merge
CRM continues to work in the meantime
Merge all tables before next update

77. Post upgrade, all forms will be rendered in
the new UX
• Inline editing, Command bar, Auto Save, Process
capable
Layout will not be changed
You can switch forms to new structure

78. The following legacy features will no longer be supported in Microsoft
Dynamics CRM 2013
• Dynamics CRM 4.0 plug-ins
• 2007 web service endpoint
• Dynamics CRM 4.0 client-side scripting • ISV folder support for custom web
applications
• Dynamics CRM 4.0 custom workflow
activities
• Solution Down Level tool
Legacy Feature Check tool is available for to detect legacy feature usage.
Use Dynamics CRM 2011 Custom Code Validation Tool to check for
unsupported client-side code in your deployments

80. Credit: http://www.paragoninnovations.com/guide.shtml

81. 1
 Written by
Developers
2
Hard to Develop
3
Difficult to Maintain

82. Simple interface, for nontechnical users, to implement
and maintain, commonly used
business rules.
Not a complete replacement for
JS or Plugins used in CRM
today.

83.  Write Once
 Works Everywhere

85. Actions

Conditions

86. Business Rules That Fit Your Solution
Works Everywhere
Built to Scale
• Web Forms
• Solution Aware
• Tablet applications
• Export labels for localization
• Quick Create Forms
• SDK support via Workflow
• Single or All Forms per entity
API

89. Will my Dynamics CRM 2011 scripts and
customizations work in Dynamics CRM 2013?
YES!
Will anything break?
NO!
Unsupported customizations will break like we told you.

90. What works?
All supported CRM 2011 scripts will continue to work in new UX
What doesn’t work?
• Unsupported CRM 2011 customizations
• HTML DOM manipulations will throw script errors
• CRM 4.0 client API is not supported with CRM 2013
Action: Use the Microsoft Dynamics CRM 2011 Custom Code Validation Tool
to check for unsupported code in your deployments.

91. Client SDK in Dynamics CRM 2013
• Improves upon the CRM 2011 SDK
• Form events (OnLoad, OnSave & OnChange) will fire in the new UX
• Web Resources are supported in web client

92. openWebResourc
eDialog
Refresh()
getIsValid()
setFormDirty()
Save()
setFormNotification()
clearFormNotification()
getPrimaryAttribut
eValue()
Client
getUserName()
setNotification ()
clearNotification()
setPrecision()
setShowTime
addCustomFilter
preSearch
Events
• addPreSearch
• removePreSearc
h

94. • New form type
• Form editor
- Single tab, 3 sections
• Full client SDK available
• Business Rules are automatically
enforced

95. • Reuses the form XML layout
- No need to define a separate form
• Intentional Design Constraints
- Business Rules and JavaScript will render on tablets
- No IFrames or Web Resources except JavaScript
- Restricted to 75 fields and 10 related entities or 5 tabs within forms

96. • Triggers every 30
seconds
• Batches field changes
• OnSave Plug-ins
will run
Can be disabled, but not recommended

97. 1
•
2
Make your plug in fire for
specific field updates not
general updates
•
Use GetSaveMode() in
Client SDK to detect
autosave
•
Call preventDefault() to
write to the server

98. 
• Sitemap is customizable as before
• Customization is via sitemap XML

• Shows 5 commands + extended menu
• Customization is via ribbon XML
• Works similar to CRM 2011 fashion
• Enhanced to support back and
forward nav

99. • Post upgrade, all forms will be rendered in the new UX
- Inline editing, Command bar, Auto Save, Process capable
• Layout will not be changed
• You can switch forms to new structure

101. 1
2
3
4
Applies to both On-Premises and Online

102. Same web
designer
Works
everywhere

103. Transaction Aware
• All steps run within a single transaction
• Supports both pre and post pipeline stages
Secure by design
• Security context - calling user or workflow owner
• New security privilege for workflow activation
Fits your existing solution
• Existing workflows can be converted to real-time
• Use packaged custom workflow activities

105. Model domain behavior
• Web designer similar to workflow
• Wrapper for multiple server-side operations
• Example: EscalatePotholeRequest
Extend Web Service API
• Upsert and SmartUpdate(Combine
update, setstate & assign)
• Flexible Input and Output parameters
Performance boost
• Avoids chatty client-server calls
Fits your environment
• Solution Aware
• Invoke from web resources, SDK and more

106. AuthN for Modern Mobile Apps
• Access to OData, SOAP (/web) endpoints
• Windows Azure Active Authentication
• Browser based authentication
Enhanced Security
• Multi-Factor (phone and text verification)
• New token – JWT smaller than SAML
Requirements
• IFD ADFS 2.2 required for on-premises
• AAL libraries (.NET, Windows 8 Store)
• AAL – iOS (coming in future)

109. Example: Find all Leads that have no Tasks
<fetch version="1.0" output-format="xml-platform" mapping="logical" distinct="true">
<entity name="lead">
<attribute name="fullname" />
<link-entity name="task" from="regardingobjectid" to="leadid" alias="ab" link-type="outer">
<attribute name="regardingobjectid" />
</link-entity>
<filter type=’and’>
<condition entityname=”ab” attribute="regardingobjectid" operator="null" />
</filter>
</entity>
<fetch/>

110. Modeling real world behavior
Account Team
Full team that works together on an account. May also
include an executive sponsor, dedicated support
representative, and project manager.
Opportunity Team
Sales people that normally work together on sales
opportunities. A typical opportunity team might include
the account manager, the sales representative, and a
pre-sales consultant.

111. Works the way you do
• Adding a user to a record grants them specified access
• Can have multiple access teams per entity
Ownership vs Collaboration
• Does not require Team Ownership of records
• Scalable for large number of dynamic teams
When to use Access Teams
• When the number of users and teams are dynamic
• Use team ownership when the number of teams is fixed

113. Q&A