The presentation will walk through the following topics demonstratingthe seamless flow of application functionality and business data.Outlook Integration – Showcasing how Microsoft Dynamics CRM integrates into Microsoft OutlookMarketing – Review Bike Show Campaign details, discuss Planning tasks, marketing lists and how they get applied to campaign activities, the ability to send emails and track success and import dataSales – Review the lead details and the workflow generated activities, shows workflow generated activities and historic data retention, lead conversion wizard, Account, Contact and Opportunity Management how workflow can drive your pipeline and sales stage automaticallyCustomer Service – Receive a call and log a support case, search the KB for a resolution, Send KB article, receive another call “cant resolve themselves” so schedule a service activity Analytics – Will showcase SQL Reporting Services during Sales as we run the Pipeline Report and Excel during Customer Service as we create a Case Summary pivot table report.
CRM functionality is added to the Outlook Menu Bar. Review at a high level the functions available.
The Microsoft DynamicsCRM toolbar allows users to create CRM records, track Outlook data in CRM, search CRM data and Go Offline directly from the Outlook interface.
By clicking on Track in CRM the application will create a CRM record and maintain a bi-directional link between the records. Thus any field that gets updated on the Outlook form goes to CRM and vice versa.
Once a record is Tracked in CRM the user can click on View in CRM to open the CRM record. This allows the user to jump from the flat version of the Outlook record to the relational version of the CRM record (therefore visibility into Sales, Marketing and Service activity).
The flat nature of the Outlook contact can be created relationally in CRM by clicking on Set Parent. This allows the user to specify what record will parent the Outlook record.
Once the parental relationship is established the user has the ability to View the Parent record from within Outlook.
The offline capability allows a user to take their CRM data offline. This allows CRM users to “work on a plane” and then synchronize their changes when online. The user defined data and applicaton functionality is taken offline to a SQL Express database on the laptop to provide the offline experience.In Microsoft Dynamics CRM Online this feature is only available in the Professional Plus version.
Microsoft Dynamics CRM Online is a web-based application that is presented in the Outlook client in a folder structure. This allows the user to render the CRM web application directly within their Outlook interface.End of Outlook Overview, transition to Marketing.
Starting from Marketing, we will open the Houston Bike Show campaign.
The campaign form allows users to capture base campaign data, allowing a user to “put a stake in the ground” as to what they expect from their marketing campaign. This data provides the baseline for which campaign performance ROI is measured.
Within the campaign are also Planning Tasks, which are used to manage the tasks required to launch the campaign.
Marketing Lists allow you to build static groupings of Accounts, Contacts or Leads for use within Marketing Campaigns. Above we have a marketing list containing the leads from the 2007 Houston Bike Show.
Campaign Activities allow us to track the activities related to the execution of the campaign. Above we have a campaign activity to notify leads of the upcoming Houston Bike Show.
An email activity was sent to the 2007 Houston Traded Show Leads Marketing List inviting them to attend.
Emails created and successfully sent from CRM are displayed.
Failures preventing CRM from sending the emails are also displayed. The above emails failed for good reason: the first refused email correspondence and the second did not have an email address.Next we will import the resultant leads obtained at the 2008 Houston Bike Show.
Import using the CRM Import Data Wizard found in the Outlook Menu bar.
A window will open so you can browse to your .csv file containing the leads.
As we are importing leads, you will need to select Lead as the record type. Viola! demo magic. The fields are automatically mapped. This is case because the column headers in my Excel file match the CRM field names thus allowing the application to automatically map the data. Point out that if there were differences in the column header naming user would simply have to click on the lookup window and begin the exercise of manually mapping the source and target fields.
Designate a user to whom the leads will be assigned and specify whether or not duplicates will be imported.
Lastly you can select the checkbox to have an email sent to you when the bulk import job is complete.
Displayed are the resultant leads. For demonstration purposes, the sales department is going to take over and assume the job of qualifying the leads and working the opportunities.Marketing Recap: So we have used the Microsoft Dynamics CRM Marketing functionality to segment customers, plan, launch and execute the campaign and import the newly generated leads.
To gain access to the sales functionality a sales users would expand the Sales folder. After clicking on Leads we see the result set from the Marketing import.
The lead form is a “catch-all” entity. It contains potential Account, Contact and Opportunity data. The lead entity allows us to qualify the potential opportunity before creating them as a potential customer in our system.
When the Marketing Lead list was imported the Lead Source was set to Trade Show. I have created two different Lead workflows. A manual lead workflow that automatically sends a templetized email, schedules a phone call and appointment for 2 days and 6 days from now, respectively. This has cancelled because of logic in the workflow that cancels the workflow if the Lead Source = Trade Show. The Trade Show Lead Process has executed and is in a waiting state. Double clicking on the workflow will display the entire process and status.
As shown the workflow did execute because it was a trade show lead and now has created a Task to Review Data Quality… The workflow is waiting for the user to complete the task (as displayed).
Demonstrated is the task that is created. If the user opens the tasks they can add details and then click on Save as Completed. Completing the task will advance the workflow.
All completed activities are displayed by clicking on History.
The workflow advanced and created a phone call activity to Follow-up… The sales rep will continue to track their correspondence with the Lead until qualified.
Once the sales rep has qualified or disqualified the lead they will click on Convert Lead…
The Convert Lead wizard allows a user to either qualify the lead thus creating an Account with a related contact and opportunity based on the existing Lead data or disqualifying and capturing the reason.
The originating lead record is locked down (read-only) as the record is now displayed as a potential customer with the Account and Contact entities.
Demonstrates the Account record and primary contact created by the lead conversion process.
Demonstrates the associated contact as well as existing contacts.
Demonstrates the resultant opportunity.
Opportunities in CRM can either be system calculated based on products added from the product catalog or user provided. The creation of the opportunity has launched another instance of workflow to guide our sales rep through the sales process.
When an opportunity is created, the sales process workflow sets the probability to 20%, the Pipeline Phase to Need Identification and creates a Phone Call activity. The sales process will remain in a waiting status until the Phone Call is cancelled or made(completed).
Demonstrates the resultant phone call. Note the Pipeline Phase: Need Identification in the bottom right corner. As the user completes the phone call activity the sales process continues.
The next stage of the sales process updates the Probability to 40% and sets the Pipeline Phase to Proposal Development. The sales process continues until the opportunity is closed with a status of won or lost. If the opportunity originated from a Campaign we could now go back and run the Campaign Performance Report to view the closed sales numbers versus the initial marketing (“stake in the ground”) expectations.
Since our sales process has been updating the Pipeline Phase programmatically we can run the Sales Pipeline report to graphically display our opportunities by stage. This is done by clicking on the SQL Reporting Service (SRS) icon and selecting Sales Pipeline.
This option allows the user to filter the data set that will be displayed in the report.
By default the Group by Sales Process is not set. I have titled my sales process “Sales Process” so am able to filter the opportunities by the stages for this process. This option allows an organization to maintain and report on a number of sales processes (i.e. Inside Sales vs. Outside Sales). This graphical report has drill down capabilities for each stage.
By clicking on the Need Identification bar in the previous chart, the user is presented with the opportunity detail. A powerful feature of the SRS report is the ability to drill from this detail view right into the CRM Opportunity record by clicking on the Opportunity title. In this demonstration I click on the first opportunity which has the highest estimated revenue.
Displayed is the resultant CRM opportunity record. This drill down capability allows a user or a manager to drill from the graphical report directly into the CRM record to review the opportunity history (who is doing what, etc).Recap Sales: We have used the Microsoft Dynamics CRM Sales functionality to manage our lead qualification through workflow generated activities, convert the lead to an Account, Contact and Opportunity, manage the opportunity sales process through workflow generated activities and analyze the sales data using SRS.
The Microsoft Dynamics CRM customer service functionality includes case management, contract management, a searchable knowledge base, and service scheduling. To continue the previous scenario, assume we have a new customer “Eric Boocock at Microsoft” who has purchased 10 mountain bikes. Our customer service department receives a call from Eric stating a problem with shifting gears on his new mountain bike. The customer service rep open the account Microsoft.
Click on Cases in the left navigation bar which will display all active cases. Click New Case.
Populate the case form with the details provided and internal values to categorize and prioritize the case. The a Subject lookup provides a configurable subject tree to categorize the customer service case. Being a seasoned customer service rep I know that if the bike is changing gears unexpectedly it has something to do with the derailleur. Click on the Notes and Article tab.
Capture any free form notes and the entry is stamped with the date, time and user that created the note. Click on the Article lookup button to search the Knowledge Base for articles related to derailleurs.
Search on keyword derailleur displays the possible article matches. After reviewing the articles the Tuning the Front Derailleur article has the steps necessary to tune the derailleur. We’ll send this article to Eric to see if he can resolve the issue himself. Click OK to add the article to the case.
The details of the knowledge base article are maintained right on the case form. Click on Email KB Article.
Send the email thatcontains the details of the knowledge base article.
Assume a couple days go by and you receive another call from Eric stating that he cannot fix his derailleur. He will need to bring his bike in for service. First we will verify that he has an active service contract. Click in the Contract Window (not the lookup) and in the Form Assistant pane displays any active service contracts. Select the Annual Service Agreement.
Add the applicable contract line item. In this scenario we have 1 line item that covers all bikes purchased in 2008. You could have an agreement per bike and add in the ability to capture the serial number for the item. To see the details of the Contract click on the Annual Service hyperlink.
Add the applicable Service Level per the contract. This value could be used to fire different customer service workflows. To see the details of the Contract click on the Annual Service hyperlink.
Displayed are the details of the annual customer service contract.
The Contract Lines shows that the contract has 20 service cases available for all bike purchases made in 2008.
So now that we know the customer has a valid service contract let’s schedule a service activity to fix the derailleur issue.
Add a subject and click in the Service window and select from the available Services in the Form Assistant. The customer has indicated that they would like to schedule the service for anytime next week. Click on the Schedule button.
In the Schedule Service Activity window select the requested time as Next Week and specify a range of time if desired. The Scheduling Wizard displays the availability of the service technician and the equipment necessary to perform the Derailleur Tuning service.
As we Save and Close this activity it will be added to the Service Scheduling Calendar and synchronized to the users Outlook calendar. Assuming the bike is brought in, properly serviced, the rep responsible for the case will follow-up and notice that the activity has been completed and check with the customer for satisfaction and then close the case as resolved.
In order to analyze the Microsoft Dynamics CRM case data we will demonstrate how we can create a report using the familiar Excel product. Select all Active Cases and click on the Export to Excel icon and Select a Dynamics Pivot Table. This will export all the data presented in the current view. If you desire additional case columns you can either add them to the view or manually add them during the export by clicking on Select Columns. This will give you additional case fields to display and filter your report.
The pivot table fields represent the fields that were displayed in the Active Cases view. Drag the desired fields to the pivot chart to display data in a format that meets your reporting needs. Once the chart is complete click on the PivotChart icon in the Option tab above to select a graphical representation of the data.
Once the chart is complete click on the PivotChart icon in the Option tab above to select a graphical representation of the data. This Excel report can be saved on the users computer or a network drive. The next time the report is needed the user can open the Excel file and it will refresh the data based on CRM data when the users clicks on Refresh from CRM under the Data tab. Thus the title “Dynamic” Pivot table.