1. explore engage elevate Meeting will begin shortly

2. explore engage elevate Microsoft Dynamics CRM User Group (CRMUG ® ) Chapter Meeting Welcome! Mid-Atlantic Tweet today’s meeting: #CRMUGDC

3. exploreengageelevate Agenda 8:30 – 9:00Registration and Networking 9:00 – 9:30Chapter Business & Direction 9:30 – 10:30 Member Showcase & Discussion 10:30 – 10:45Break 10:45 – 11:30Roundtables 11:30 – 12:00Networking Please pick up some candy! But don’t eat it yet!

4. exploreengageelevate 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? Candy Icebreaker Red – Hobbies Green – Favorites (Place, Animal, Food, etc.) Blue – Goals/Achievements Yellow – Dream Job Orange/Brown – Wildcard (tell us anything about yourself)

5. exploreengageelevate The What Connect. Learn. Share. We’re a little over 12,000 Dynamics CRM users who get together and chat about CRM virtually or in person events, like this one. It’s a big conversation you really shouldn’t miss out on. You’ll probably learn something great, apply it to your organization, and be treated like a super hero. The When Call Bryan Erstad, he’s a great guy as well as the CRMUG Membership Manager. 877-324-8880 x1450 bryan@crmug.com Join CRMUG

6. www.CRMUG.com 6 Our New Website! One Site We’ve brought all the pieces of Collaborate together with the events and education you want to one site! Information Relationships Community Building Industry Experts Dynamics Peers WOW!

7. www.CRMUG.com Important Actions to Take 7 STEP 1 Create NEW Username & Password STEP 2 Update Your Profile WOW!

8. www.CRMUG.com Important Actions to Take 8 STEP 3 Join the DC Chapter Community WOW!

9. exploreengageelevate Joining the DC Chapter Community CRMUG -> Learn & Engage -> Attend a Local Meeting Search for “DC” Select the “US – Washington DC” Community and click Join

10. www.CRMUG.com Cool new features: 10 Filtering & Sorting Self-Service Options Your Time Zone WOW! Filter events by: Type Tag Other event criteria OR Search by keyword Creating own username and password Managing team members Join, Upgrade or Renew from Profile Update your time zone preference via your Profile to view virtual events in your preferred time zone (default is Eastern Time)

11. exploreengageelevate Upcoming Virtual Events EventDateAvailability Silanis e-SignLive: Maximize Dynamics CRM with E-Signatures4-FebMembers + Subscribers Summit 2014 Encore: CRM in the Big Enterprise - Cross-Continental Deployments11-FebMember Only Benefit Security Audit & Compliance Solutions for Dynamics CRM by Fastpath12-FebMembers + Subscribers Women in Dynamics: 50 Tips in 50 Minutes16-FebMember Only Benefit Summit 2014 Encore: Practical CRM Data Migration using SQL Server SSIS17-FebMember Only Benefit Summit 2014 Encore: Ask the Experts - Technical Tips from the CRM Tipsters18-FebMember Only Benefit Summit 2014 Encore: CRM Confession - 7 Pillars of Sales Transformation19-FebMember Only Benefit Cobalt Membership Dynamics: The Next Generation in Membership Management Software19-FebMembers + Subscribers OneSource End User Series: Make it a Ritual - Your Daily Call to Action when Using Dynamics CRM24-FebMember Only Benefit

12. exploreengageelevate October 12-16, 2015 Reno-Tahoe 12 Don’t miss the largest CRM customer conference that has ever existed! www.crmugsummit.com/reno

13. exploreengageelevate 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 Director, Onika Allen, onika@crmug.comonika@crmug.com

14. explore engage elevate DC Chapter 2015 Plans

15. exploreengageelevate New Chapter Leadership Kylie Kiser Chapter Chair Person CRM Specialist at Edelman Financial Services David Bujard VP of Programming Manager at Blackstone Technology Group Rachel Whitt Role TBD Senior Consultant at Blackstone Technology Group Dan Call Role TBD Dynamics Edge

16. exploreengageelevate Plans and Goals for this year Host 4 successful Chapter Meetings Post agenda ahead of time for you to review Focus each meeting on a specific topic/area of CRM Encourage discussion on Collaborate Host 1 fun get together Possibly combine with the Baltimore Group Any Ideas? Encourage Chapter Participation and Growth Everyone should leave with takeaways that can help their organization

17. exploreengageelevate Next Meeting? Date: May 13 Time: 8:30 AM Place: Microsoft Office Topics: Technical focus on 2013

18. exploreengageelevate 2015 Meetings Mark your calendars! Bring your friends! Q2 – May 13, 2015 Technical discussion on implementation of CRM 2013 Roundtable: Technical focused, CRM Certifications Convergence Review – Anyone willing to present? Q3 – August 12, 2015 Customer Service Focused; AdxStudio presentation Any customer success stories? Demos? Q4 – November 4, 2015 Marketing Focused - TBD

19. exploreengageelevate How will you be involved? Would you like to present? Success Story Helpful Tips and Tricks Ideas for speakers? Do you have a Roundtable topic? Bring your colleagues! If you would like more information on being involved please talk to me. Thanks!

20. explore engage elevate Member Showcase Bradley Law DHS Program Manager CRMaaS February 4, 2014

21. exploreengageelevate Member Showcase DHS Enterprise Services and ESDO What is CRMaaS? Who do we support? CRMaaS Architecture What Challenges we have had? CRMaaS Future Questions?

22. exploreengageelevate DHS Enterprise Services IT Services Catalog The IT Services and Hardware Catalog, published by the Office of the Chief Information Officer (OCIO) Information Technology Services Office (ITSO) the customer, to effectively select and purchase information technology hardware and services for your office and organization. As OCIO continues to experience exponential growth in the demand for IT hardware and services, its strives to provide the highest possible quality and world-class customer service by: Providing professional courtesy to every customer Ensuring services and hardware provided are complete, accurate, and of the highest quality at a competitive price; and Keeping you informed of changes and projects concerning hardware and services

23. exploreengageelevate Enterprise System Development Office (ESDO) Mission: OCIO’s Enterprise System Development Office (ESDO) provides the planning and delivery of secure, high- quality enterprise application services for DHS customers. ESDO will implements a customer-centric business model for the efficient delivery of enterprise IT services.

24. exploreengageelevate What is CRMaaS? Why? Case and Relationship Management as Service (CRMaaS) is a strategic approach to building unified systems that connect all aspects of business relationships together. CRMaaS provides multi-level relationship management that allows users throughout the organization to make informed decisions. The platform can support several line of business requirements of various sizes and can be extended to support various types of relationships including case, task, vendor, asset management, customer service, and corresponding tracking. CRMaaS along with other Enterprise Services was developed in order to support the unique needs of the DHS customer base in a secured private data center. This includes DHS Headquarters and all DHS components.

25. exploreengageelevate What is CRMaaS? Service Objectives Offers a secure state-of-the-art CRM cloud platform for all DHS tenants Provides a centralized system to support the tracking of business level data of any need Encourage the centralization and consolidation of enterprise data Provides a managed platform to support configurable and custom tenant applications Promotes collaboration between internal and external stakeholders through centralized applications Reduces the need for stakeholders to acquire and maintain infrastructure Standardized interoperability between the XaaS

26. exploreengageelevate What is CRMaaS? Offering Overview  Seamless integration with all of the following “As a Service,” Email (EaaS), Authentication (AppAuth,) SharePoint (SPTaaS,) Infrastructure (IaaS,) and Development and Test (DTaaS)  Dashboard Reporting and Views for all user types  Business Intelligence and Data Visualization Capabilities  Integrated UI and Extensible Workflow Management  Multi-tenant environment based on Microsoft Dynamics CRM 2011 and hosted at DC2 (HPES)  Shared Level 3 Offering – Service provider is responsible for platform (PaaS), DHS components responsible for applications residing on platform.  Tier 1 Service Desk support provided by DHS Component; Tier 2 and 3 provided by Service Provider.  The base service is offered using Microsoft Dynamics CRM server, CAL and connector licenses and SPLA licensing are provided by the Service Provider.  Development and Test environments offered through DTaaS  Migrations and Integrations are handled via on-demand technical services  FIPS 199 rating of High, Moderate, Moderate (Rating: H, M, M). (Federal Information Processing Standard )

27. exploreengageelevate Who do we support? DHS HQ and Components CRMaaS lives in the DHS Enterprise Zone and is accessible to all DHS HQ users and DHS components. CRMaaS currently supports several HQ users, USCIS and ICE users.

28. exploreengageelevate Who do we support? Current Customers As of January 2015:  Consumed by four (4) DHS Components and Three (3) HQ Offices  ICE OCMS PLAnet and USCIS AVANT & USCIS LETS have largest customers base, supporting mission programs, USCIS LETS is quickly ramping their user rollout as well  Expect to reach 4,000+ by the end of the year with full deployment of USCIS AVANT 28

29. exploreengageelevate Who do we support? Current Customers 29 CRM customers are utilizing many DHS Enterprise services, CRMaaS is highly integrated platform as a service leveraging other key Cloud services. ESDO is supporting these efforts via many CaaS activities.

30. exploreengageelevate CRMaaS Architecture w/ SPTaaS Over 42 servers involved in the overall architecture, a combination of virtual and physical servers Base CRM Installation comprised of 10 servers The installation is vanilla Integration Servers support all custom code Integration Servers support custom SQL, SQL Server Reporting System is rated to support up to 20,000 users

31. exploreengageelevate CRMaaS Architecture – AVANT Example

32. exploreengageelevate CRMaaS Architecture – Network BIG DHS NETWORK

33. exploreengageelevate What challenges have we had? “What is this CRM thing? Looks like SharePoint to me?” Limitations of the product for large organizations with complex networks. Working with development teams in a closed hosting environment Large network issues, security constraints, reliance on other supporting teams Competing interests among tenants Schedules Contracts Batch Processing Patching UR Updates Major Releases (CRM 2013, 2015) Infrastructure Constraints & Dependencies (IE, OS)

34. exploreengageelevate CRMaaS Future We are producing base configuration products to allow for rapid development We are still accepting new customers into the service We are working establishing a CRM 2013 Environment in parallel with the existing environment DHS is looking into other hosting solution options

35. exploreengageelevate Questions

36. explore engage elevate Roundtable Discussion

37. exploreengageelevate Roundtable – Planning & Strategy How far in advance do you plan your CRM Changes? Are you planning to upgrade? What is holding you back? What does your release schedule look like? How do you manage Change Control? If still on 2011 – how do you begin planning for CRM 2013/2015? Any other planning/strategy tips?

38. exploreengageelevate Roundtable - General What issues have you been experiencing? How did you overcome them? What topics are you interested in? What excites you the most? (new features, solutions, etc.) What do your local users like best? What ISV solutions do you use? What challenge do they help you solve?

40. exploreengageelevate Chapter Recap What takeaway are you bringing back today? Who will you bring with you next time?

41. explore engage elevate Q & A