1. @CRMUG MEETING WILL BEGIN SHORTLY

2. @CRMUG Microsoft Dynamics CRM User Group (CRMUG ® ) Chapter Meeting WELCOME! Q4 Philadelphia - 2015 Tweet during Today’s Meeting: @CRMUG, #CRMUGPHL

3. @CRMUG AGENDA 9:30 – 9:45Registration and Networking 9:45 – 10:00Chapter Business 10:00 – 11:00Fall Release 2016 CRM Preview - Microsoft 11:00– 11:30Customer Service w/ CRM – RSM US 11:30 – 11:45Break 11:45 – 12:15User Adoption – Beringer & Associates 12:15 – 12:30Member Showcase – SEI Roundtable/Q&A/Follow Up

4. @CRMUG GET TO KNOW YOUR CRM PEERS Introductions ‒Name ‒Company (describe Company/Industry) ‒Your role in the company ‒What version are you on? ‒What do you hope to accomplish by attending the user group? ‒Tell us about one of your holiday traditions! Tweet the most interesting thing you hear or the person you are most excited to network with using @crmug, #crmugphl

5. @CRMUG @GPU G 5 OCTOBER11-14, 2016 www.crmugsummit.com #INtampa16 #CRMUGSummit INcomparable Learning INnovative Ideas INfinite Experience Tampa, Florida

6. @CRMUG Join our Chapter Community today to receive updates and access to the content library with presentation materials.

7. @CRMUG CHAPTER LEADERSHIP BE A PART OF SOMETHING REALLY GREAT FACT: The most successful chapters have strong leadership teams. BENEFIT: Ignite Leadership Training available ONLY to chapter leaders. Develop your professional skills – public speaking, leadership, communication, organization, conflict resolution, and many more skills. IMPACT: Chapter Leaders have significant reach within the Dynamics CRM Community. Leaders are respected for their hard work and devotion to helping individuals and organizations attending meetings. Roles: Chair, Co-Chair, VP of Membership, VP of Communication, VP of Programming Take Action: Contact your chapter leader or email CRMUG Chapter Manager, Gretchen Ingbretson, gretchen@crmug.comgretchen@crmug.com

8. exploreengageelevate Connect, Learn, Share 23,000 of your Dynamics CRM peers are waiting for YOU to join the Community! Get Started Now Have Questions? Contact Bryan Erstad, CRMUG Membership Manager 877-324-8880 x1450 bryan@crmug.com Join CRMUG Enroll Online … www.crmug.com/join Being a member of CRMUG means… “learning from others to avoid mistakes and common pitfalls, relating and making connections with other users, and interacting with best minds in industry”

9. @CRMUG NEXT MEETING?  Date:  Time:  Place:  Topics:

10. @CRMUG THANK YOU TO OUR ANNUAL CHAPTER SPONSORS! 10 Connect with us if you are interested in becoming a chapter sponsor! Deneen Dardis : deneen.dardis@dynamiccommunities.com

11. @CRMUG MICROSOFT Laura Tantaros Dynamics CRM Technical Specialist - East Region December 16, 2015

12. @CRMUG INTELLIGENT CUSTOMER ENGAGEMENT MICROSOFT DYNAMICS CRM 2016

13. @CRMUG MICROSOFT DYNAMICS CRM 2016

14. @CRMUG Productivity Next generation productivity: Surface trending documents with Delve Immersive Excel templates Document generation capabilities from CRM – Word and Excel Manage CRM documents across SharePoint, Office 365 Groups, OneDrive for Business Mobility Offline mobile: Full offline mobile on tablet and phone Task-centered mobile apps Streamlined document viewing and navigation, deep CRM links Phase II Cortana integration: view core deals, accounts & activities Unified Service Self, assisted & field service Interactive service hub for tailored agent experiences Voice of the customer for multi- channel enterprise feedback Third party access model Knowledge management in CRM Field Service with FieldOne Intelligence Predictive analytics: Machine learning for intelligent processes & sentiment analysis Cross-sell recommendations Auto-suggest similar cases and knowledge articles Intelligent & contextual assistance

15. @CRMUG Predictive intelligence Sell smarter with cross-sell recommendations from Cortana Analytics Suite and trending documents from Delve inside CRM dashboards. Sales gamification Have a blast selling with fun and creative sales contests that increase sales performance, revenue, and user adoption. Sales productivity Boost sales productivity with familiar and intuitive Office 365 solutions such as Outlook across desktop/mobile and Word & Excel templates. Offline apps Get work done anywhere, anytime with tablet and smartphone apps that work online or offline. Mobile task flows Complete frequent business processes faster on mobile apps. Digital personal assistant Get a complete and personalized overview of daily priorities, including key sales activities, accounts, and deals embedded in Cortana. Redesigned Insights UI Spot customer insight faster with a redesigned UI for customer and people data from InsideView that help sales reps engage with relevance.

16. @CRMUG Interactive Service Hub (n) This new online UX provides role based scenarios to deliver tailored application experiences for agents and support team leads. Knowledge Management (e) Immersive knowledge experience in CR includes KCS inspired workflows, versioning, translation support and feedback Voice of the Customer (n) Rule-based, multi-channel enterprise feedback management capabilities embedded into customer engagements. Field Service (n) Field Service completes the customer relationship loop by helping field employees sell to and service their customers. WHAT’S NEW IN SERVICE

17. @CRMUG WHAT’S NEW IN MARKETING SMS inbound messaging Market smarter by integrating SMS marketing in your multichannel campaigns. Create inbound SMS campaigns with SMS keywords to get SMS opt-ins. Database building for opt-in and opt-out Maintain a database of opt-in and opt-out preferences. SMS outbound messaging Send promotional SMS messages to opted-in contacts. Track SMS campaign performance. Email marketing enhancements Engage customers with personalized multichannel campaigns. Create emails and toggle between WYIWYG and generated HTML. Use the media library directly from the HTML code. Email marketing deliverability Send high volume email with email deliverability, fault tolerance, logging and auditing services.

18. @CRMUG WHAT’S NEW IN SOCIAL

19. @CRMUG WHY CUSTOMER ENGAGEMENT BY MICROSOFT One Microsoft Harness the breadth of Microsoft technologies to deliver exceptional customer experiences Guidance Guide line of business users to achieve outcomes based on best practices Intelligence Deliver personalized, proactive and predictive customer experiences built on trust and knowledge over time Mobility Enable employees to remain productive no matter where they are or what device they use

20. @CRMUG MICROSOFT DYNAMICS CRM 2016: RESOURCES

21. @CRMUG DIG IN… What’s New in CRM 2016 for End Users - linklink Administrators and customizers - linklink Developers - linklink

22. @CRMUG CRM 2016 DOCUMENTATION… SDK: https://msdn.microsoft.com/en-US/library/hh547453(v=crm.8).aspxhttps://msdn.microsoft.com/en-US/library/hh547453(v=crm.8).aspx IG: https://technet.microsoft.com/en-US/library/hh699811(v=crm.8).aspxhttps://technet.microsoft.com/en-US/library/hh699811(v=crm.8).aspx Help Center: https://www.microsoft.com/en-us/dynamics/crm-customer- center/what-s-new.aspxhttps://www.microsoft.com/en-us/dynamics/crm-customer- center/what-s-new.aspx Release Preview Guide - http://download.microsoft.com/download/D/5/D/D5D38A09-6A5C-4DC0-8649- 3A4F39A8F8F3/Microsoft_Dynamics_CRM_2016_Release_Preview_Guide.pdf http://download.microsoft.com/download/D/5/D/D5D38A09-6A5C-4DC0-8649- 3A4F39A8F8F3/Microsoft_Dynamics_CRM_2016_Release_Preview_Guide.pdf Release Overview - https://youtu.be/KCyIKZ6wEm0https://youtu.be/KCyIKZ6wEm0

23. @CRMUG MICROSOFT DYNAMICS CRM CUSTOMER SERVICE Hien Tieu

24. @CRMUG Interactive Service Hub Microsoft Dynamics CRM 2016 CS Essentials Unified Service Desk FieldOne

25. @CRMUG

26. Customer Records Customer service requests managed in relation to existing contact or account records Cases Fundamental record type in service management and represent a single incident of service Activities Interactions between a business and their customers important enough to track Resolution Activities Activity type regarding resolved cases

27. @CRMUG Knowledge Base Articles Repository of informational articles used to help resolve cases Entitlements Used to specify the amount of support services a customer is entitled Entitlement Channels Specifies the type of service a customer is entitled Service Level Agreements (SLA) Contracts agreement to provide support during specified coverage dates or for a specified number of cases or length of time

28. @CRMUG Subject Tree Hierarchical list of subjects an organization can use to classify service cases and other records Products Provides detailed view of cases, resolutions, and customer feedback at a product level Goals Establishes and tracks progress against target values for key performance indicators Scheduling Module Allows users to find available resources to provide services

29. @CRMUG

30. Empower agents with unified access to customer information Centrally configure and manage from within Microsoft Dynamics CRM Session-management capabilities Secure access to data based on security in Microsoft Dynamics CRM Reduce operational complexity through agent scripts

31. @CRMUG

34. MSCRM USER ADOPTION Erica Foley Senior Project Manager, Beringer Associates December 16, 2015

35. @CRMUG IN THE BEGINNING….  User Adoption begins before implementation starts ‒Executive Sponsorship ‒Management Buy-In  Define Criteria for Success  Set Expectations with the User Community  Identify MSCRM Champions

36. @CRMUG IT’S ALL ABOUT DESIGN  Keep it Simple  What’s in it for me?  Address key pain points with a streamlined design 36

37. @CRMUG TEST, TEST, AND TEST SOME MORE  System Testing ‒Integration Validation ‒Data Validation  Conference Room Pilot  User Acceptance Testing ‒Provide scripts/use cases for areas to be validated ‒Don’t be afraid to go off script 37

38. @CRMUG A GOOD TRAINER MAKES ALL THE DIFFERENCE  End User Training ‒Design a training curriculum that is interactive ‒Provide clear, concise examples that build upon one another ‒Adjust to the comfort level of the audience as you go ‒Make sure all users are comfortable with the system before they leave 38

39. @CRMUG STAY ENGAGED AFTER TRAINING ENDS  Schedule user group meetings ‒Can be led by Champions or Project Team members ‒Gain feedback ‒Answer questions ‒Identify enhancements needed  Send regular updates to end users ‒Reminders of key features and functions ‒Tips and Tricks ‒“Did you know?” ‒Updates regarding next release 39

40. @CRMUG WHAT IS GAMIFICATION? VIDEO 40

41. @CRMUG WOULD YOU LIKE TO PLAY A GAME?  Gamification of MSCRM ‒Define key tasks users should be doing in MSCRM ‒Design a points system for rewarding users based on tasks completed ‒Define the game parameters  Set a start and end date  Increase points during peak periods  Set eligibility requirements  View users’ ranks in a dashboard 41

42. @CRMUG MEMBER SPOTLIGHT: SEI INVESTMENTS

43. @CRMUG ROUNDTABLE DISCUSSION

44. @CRMUG  What version are you on?  What is keeping you from upgrading (if applicable)?  Are you considering upgrading to the cloud?  If in the Cloud, what do you enjoy the most about Dynamics CRM Online?  What is your best user adoption tip or trick?  Do you use CRM for Sales, Marketing, and Service?  Do you have Power Users within your company? How do they help embrace adoption?  What ISV product is your favorite to use? What is one you are looking to use? DISCUSSION OPPORTUNITIES

45. @CRMUG Q & A

46. @CRMUG FEEDBACK A survey will be sent within 24 hours of the meeting. If you tweet, let us know how it went @crmug, #crmugphl