1. For Microsoft and Partner Use Only Target Audience Top Pain PointsConversation Starters Customer Service Decision Maker Improve agent productivity and FCR, reduce cost/case. Decrease agent turnover and training time. Improve brand/product sentiment and CSAT scores. Increase up-sell/cross-sell conversion rate. Respond quickly to business/market pressures. Did you know 72% of bad service experiences are blamed on having to explain a problem multiple times? Does your organization struggle to make sure that information gathered about a customer and their issue follows them if they are transferred between agents/department, or as they engage via different channels? Do agents have the tools they need to collaborate within or across groups? How many applications do your agents use at one time to handle a call/interaction? IT Decision Maker Integrate legacy and modern systems. Meet uptime, security, scalability, reliability and performance for onsite and remote workforce. Do more with less across a growing number of requirements and vendors. Additive technology in support of emerging channels and customer preferences can make it difficult to offer a unified customer experience – do you struggle with this? Can your current technology successfully address evolving regulations around compliance and risk? How do you plan to incorporate cloud technologies into your future plans for growth? What technology do you use to get a quick snapshot of how your company is performing? Operations Decision Maker Ensure flexible and scalable business systems are in place to accommodate the pace of growth. Analyze data to determine operational effectiveness. Ensure technology investments are complimentary to the core technology strategy. Ensure technology empowers employees rather than complicates day-to-day life. Do you have access to the metrics you need to fully inform the decisions around operational strategy? Are your leaders both inside and outside of the service organization armed with the data they need to make informed business decisions? Do they have insight into leading indicators of the overall health of the organization, customer behavior, satisfaction metrics, etc? What types of insights can you provide that are unique to any role within the organization? Are your business users able to extract the data they need without having to engage with IT? Do your field resources have the tools they need to be successful? 91% of consumers are loyal to brands who offer low effort interactions. Only 4% of service orgs can solve a service inquiry using a single application. 123 73% of consumers say valuing their time is the most important element of good service. An increasingly connected digital world has changed the way customers engage with brands. Customer expectations continue to rise with regards to the number and variety of channels and devices through which they expect to engage, and the speed and ease with which issues are resolved. The role of customer service also continues to evolve as we enter into an everything-as-a-service gig economy. Organizations now look for opportunities to sell services around their products and provide predictive care in addition to providing agent assisted and field support. Service organizations are at the epicenter of a company’s ability to deliver a differentiated engagement experience. We empower organizations to earn loyalty by delivering effortless customer experiences that are personalized and contextual. We empower agents and field technicians with intuitive access to all the information they need to provide fast and amazing service from their desktop or mobile device. We empower professionals with a comprehensive set of tools to complete complex, long-term projects on- time and on-budget. And our service intelligence empowers people at every level of the organization to have a positive and meaningful impact on business outcomes. SALES GUIDE For Microsoft and Partner Use Only

2. Business Context Overview Effortless Interactions 91% of customers remain loyal to brands who offer low effort interactions — Effortless interactions: Support the time, place and need of each customer Natural extension of everyday engagement Leave everyone thinking not about the service process, but about how easy it was Customers: empowered with their choice of self-service options Agents: empowered to deliver fast, informed and effective resolutions Onsite service: seamlessly incorporated Evolution of Service An increasingly connected digital world has changed the way customers engage with brands Customer experience a key competitive differentiator as expectations continue to rise: Number and variety of channels and devices through which to engage The speed and ease with which issues are resolved The role of customer service continues to evolve Organizations seek to sell services around products in addition to providing break-fix support Entering an everything-as-a-service economy The mechanisms for customer service delivery are also changing Empower agents to deliver exceptional service and optimize field and professional resources Workforce uberization in gig economy: right capacity and skills from every available resource pool 50% of the US workforce will be contingent by 2020 (Gartner) Cost Center to Profit Center Evolving service landscape = Evolving service solutions Balance the service needs with goals of the service organization and wider business Differentiate the complexities of engagement and intelligently guide to resolution Service organizations that embrace emerging trends grow top-line revenue and increase wallet share Analysts predict there will be 30 billion connected devices by 2020 Gartner anticipates 5% of all service interactions initiated via IoT by 2018 Predictive service + machine learning = new standard of effortless customer service Service Continuum 84% of today’s customers using web or mobile self-service to resolve issues Successful self-service increases CSAT and decreases call center volumes Issues that require assisted service are increasingly complex – role of agent is more difficult 12% decline in first contact resolution since 2009, annual agent turnover rate of 27% Customers use 2-3 channels per inquiry, expect a seamless transition to assisted and onsite service Onsite service in an everything-as-a-service economy is manifest in two very different ways: Break-fix scenarios – work locations vary day-to-day, tasks are measured in hours, assignments based on skills, availability, and proximity Onsite professional service – resource assignments based on skills and availability, requires multiple personnel resources, location is constant over days, weeks or months One MSFT We uniquely position brands to capitalize on an everything-as-a-service economy Industry leading technologies give our purpose-built service solution breadth and depth Lockstep business applications create innovative business solutions Elevator Pitch The service capabilities for Microsoft Dynamics CRM empower companies to deliver end-to-end, self, assisted and onsite service across the omni-channel. Already a key differentiator in an era of commoditization, the role of customer service continues to evolve as organizations seek to sell services around their products in addition to providing break-fix support. Our industry leading technologies, including machine learning, IoT and analytics, give our purpose-built service solution the breadth and depth necessary to address this transformation. Our solution uniquely positions brands to capitalize on an everything-as-a-service economy, while building advocacy and loyalty through effortless service experiences. For Microsoft and Partner Use Only

3. Value Proposition Earn Loyalty – Increase First Contact Resolution through an effective self-service channel. Increase customer satisfaction and retention by providing personalized and consistent engagement across all channels. Empower Agents – Provide agents with an interface tailor made for each role and skill set. Tailored UIs reduce training time and turnover, and agents will be more productive and empowered to provide exceptional experiences. Stay Agile – Use solutions designed to easily adapt to changing demands, and leverage service intelligence to deliver intent driven outcomes in a secure, flexible and reliable environment. Key Capabilities Omni- channel We support the omni-channel, which allows any combination of connected self, assisted or onsite service engagements. Enable customers and the companies who serve them to engage effortlessly across any channel using any device. Leverage a 360 degree customer view with real-time and historical insights on a unified platform to ensure contextual, personalized and consistent engagements. Create, route and resolve tickets surfaced through social channels and automatically routed after determining intent. Portal We provide a robust portal for self- service and peer-to-peer community support with seamless transitions between self-service and high-touch interactions when that’s required. Make it easy for customers to solve issue on their own. Provide a branded online self-service portal that delivers personalized content, leverages an organized, searchable knowledgebase for consistent answers for service and product related issues, and offers a community experience for peer-to-peer support and SME interactions. May be localized to 3 rd party sites. Agent enablement Our solutions empowers agents with all the resources they need to succeed in their roles. Empower agents with a single, unified experience to deliver fast, amazing customer service from their desktop or mobile device. Agents can access every source of information they need across diverse environments so they can provide a more personalized, effective standard of service. Manage cases faster and provide a differentiated level of support with integrated knowledge, SLAs, scripting, process flows and recommendations for the next best step. Onsite service Field service and project service automation are included in our suite of onsite service capabilities as part of the end-to-end customer experience. Provide world class break-fix, predictive and professional customer experiences while maximizing efficiency and minimizing costs. Our mobile-enabled solution provides a comprehensive set of tools and insights designed for high-touch interactions, empowering your organization to create positive and memorable customer experiences. Knowledge Our knowledge capabilities span every aspect of employee and customer engagements with a single source of truth. Easily connect the right person with the right knowledge at the right time to answer service needs. Empower customers and employees with unified knowledge to provide a single source of truth. Ensure your knowledge is relevant by capturing and publishing with ease across all your content channels, including SMEs, agent interactions, and social networks, and measure impact through rich analytics. Service intelligence And we provide insights unique to each position so that people at every level of an organization are empowered by service intelligence and are able to have a positive and meaningful impact. Identify trends, anticipate opportunities and gain powerful insights into customer behavior and agent productivity. Real-time, interactive dashboards leverage deep analytics and advanced visualization capabilities, empowering organizations with actionable insights to continuously improve their service metrics. Provide a differentiated level of support with machine learning capabilities that surface relevant knowledge articles and related cases to agents. Only 10% of contact center professionals identify their contact centers as omni- channel capable. Customers use 2.7 channels during the course of a single service inquiry. 123 Lack of context/history of customer interactions is challenging or very challenging for 73% of organizations. For Microsoft and Partner Use Only

4. Portal Today’s customers prefer to resolve issues on their own. Are your customers empowered to do this? Static list of FAQs that is difficult to update and search; cumbersome navigation. Self-service experience is not optimized for mobile users No forum for super-users to share their knowledge. Simple navigation to the right answers and resources, including customer escalations to assisted support. Access to a branded site anytime, anywhere, from any mobile operating system and device. Community experience for peer- to-peer support and direct interaction with SMEs. Learn how Florida Virtual Campus has created a one-stop-shop for its students Agent enablement Are your agents empowered to engage intelligently with customers? Complex service environments that use multiple systems of record and information. Slow agent ramp times. Poor access to the resources necessary to perform their job effectively. Poor visibility into customer actions and history. Single, extensible application handles all service interactions through a single desktop. Dynamic interface contextually services up the right tools, guidance and data to agents. Speed resolution through access to integrated knowledge articles, and live collaboration with peers via Yammer and Skype. 360 degree view of the customer. Complete customer case record with historical interactions and real- time insights. By empowering their agents, If P&C empowers their customers to make confident and informed decisions – learn how See how Trupanion empowers agents and earns customer loyalty Omni-channel Are you able to provide consistent and contextual customer engagements through any channel using any device? Lack of unified experience across self, assisted and field service channels. Lack of visibility into customer records, including case history and preferences. Incomplete engagement cycles. Engage customers through the channel of their choice, including self-service and social care. Use customer history, preferences and real-time and historical insights to personalize every interaction. Empower two-way communication with proactive care, seamless transition from social listening to social care and VOC to encourage feedback that drives continuous improvement. Learn how nTelos wireless inspires loyalty by connecting with customers across channels. PAINSOLUTIONPROOF For Microsoft and Partner Use Only

5. Onsite service Are you leveraging your resources in a way that maximizes efficiency and minimizes costs – while keeping your customer at the center of the engagement? Poorly optimized resources decrease efficiency and effect bottom line. Poor visibility into customer insights, lack of context and tools to create positive experiences, siloed resources. Lack of real-time updates creates information silos. Optimized routes and skill based assignments intelligently balance workload and resources. Every resource can leverage complete customer insights, real-time guidance, rich media knowledge and cross-team collaboration. Mobile-enabled solution can be updated real-time to provides the insights necessary for high-touch interactions. See how our field service capabilities help Christensen Farms See how our field service capabilities help NAVCO deliver exceptional security solutions. Knowledge Are your customers an employees empowered by a single source of truth? Inconsistent information across channels. Unable to efficiently capture and curate new content. Difficult to assess needs and prioritize content. Consistent knowledge access in each transaction and across every channel. Capture and author content from social channels, service interactions and subject matter experts. Understand how knowledge is being used in order to drive efficiency and eliminate escalations. See how the City of Grand Rapids reinvented their service model, business processes and budget targets. Service Intelligence Is your organization empowered to make business decisions based on relevant and timely data-driven insights? Lack of visibility into service performance and progress against KPI’s. Must rely on IT or business analyst for advanced analysis. Lack of insights around existing data. Real-time views of key service metrics with fully customizable, interactive dashboards. Use the built-in capabilities of Office 365, Power BI, and Excel to accurately track progress, share best practices, and forecast customer needs. Use data to identify trends and for root cause analysis. Leverage machine learning to surface relevant knowledge articles and cases to agents. Learn how Real Madrid uses service intelligence to connect more closely with its fans Learn how Metro Bank redefined relationships – turning customers into fans PAINSOLUTIONPROOF For Microsoft and Partner Use Only

6. Objection Handling ObjectionResponse Already using a competitive solution See compete section below. Microsoft Dynamics CRM offers many unique benefits that are not possible with the competition. We already have a CRM solution What are you using today for your CRM solution? In many cases we can provide best of breed capabilities around knowledge, customer service portals, field service and productivity that compliment an existing solution. You need to talk to the CIO about this I’d be happy to talk to the CIO about this — could you make an introduction? Before I speak with your CIO, I’d like to make sure you understand the business justification for a Microsoft Dynamics CRM solution. Can I spend a couple of minutes going over how we solve some key business challenges for organizations like yours? Not enough budget Microsoft delivers transparent pricing options without a lot of hidden costs and allows for more flexible licensing options with mix and match capabilities. With a solution from Microsoft, most of our customers are able to take more advantage of their existing technology investments. We typically see deployments pay for themselves many times over. With our SaaS offering there is no large upfront investment, only a stable and low monthly fee. Compete Visit the compete page on Infopedia for complete informationcompete page on Infopedia Why Microsoft Dynamics?vs. Salesforce Service Cloudvs. Oracle Service Cloud Omni-channel: Contextual service experiences across web, social, chat, email and mobile, including customer self-service and social care. Only available in Salesforce Classic UI, not the Lightning UI as of the Winter ‘16 release, which limits options for agents to use omni-channel on mobile devices. No productivity suite with a modern and familiar UI that effectively combines service, sales, marketing, collaboration, screen sharing, analytics and office productivity on the same platform. Portal: Branded, knowledge- driven self-service portals, personalized information, and communities – making it easy for customers to solve issues on their own. Customer Communities pricing starts at $5 per customer user per month with a minimum of $3,000 per year. This can be steep, particularly for SMB. The Oracle RightNow Customer Portal has session, usage and authorized user limits. There are a limited number of mobile self-service capabilities and customer evidence with mobile customer service case studies. Agent Enablement: Single, unified experience with contextual tools and guidance enables agents to deliver fast, amazing customer service. Agents have a separate UI for desktop (Service Cloud Console) and mobile. There is no offline desktop or on-premises deployment option. Enhanced agent desktop still requires Windows application for full functionality. New browser UI only has a subset of features, such as basic Chat & Knowledge and excludes many case management features, co-browse, and virtual assistant. Onsite service: Provide world class break-fix, predictive and professional customer experiences while maximizing efficiency and minimizing costs. Recently released field service application powered by ClickSoftware, resold by SF.com. It is an add-on for current Service Cloud subscribers or can be sold as a standalone technician or dispatcher version. Routing and optimization must still be handled via an ISV. No project service automation capabilities. Oracle Field Service (TOA Technologies) is a separate subscription, product, and platform. It has connector to Oracle Service Cloud that could also work with other customer service solutions, such as Salesforce. No project service automation. Knowledge: Empower customers and employees with unified knowledge for single source of truth. Difficult to import, author, manage, and publish knowledge articles and missing basic features such as spell check and field validation. Additional cost of $50 per agent per month for knowledge authoring Includes basic knowledge, but advanced knowledge is an add-on. Service Analytics: Powerful insights through dashboards leveraging deep analytics and powerful data visualization capabilities. Wave Analytics is a separate application on a separate platform and is not included with any Service Cloud Edition. Additional subscription fees start at $75 per agent per month. Dashboards and reports are included. Oracle Business Intelligence Cloud Service is a separate subscription for interactive reporting, mobile and Dynamic dashboards. For Microsoft and Partner Use Only

7. Sales Plays Self-Service The Play Target Benefits Employee Self-service Large, enterprise organizations with multiple existing siloed sources of knowledge and information that are difficult to search and navigate. ESS provides a single place to create and maintain knowledge articles that address the most important and common employee needs and inquiries with definitive answers. Deployment would be for 1000’s of employees. Customer self-service & community Enterprise or SMB companies that struggle with high call volumes, which could be relieved through effective self-service or peer-to-peer support. Their support channels often feature static, unsearchable content on difficult to find support pages, or they have no online support at all. Likely do not support mobile. Higher CSAT for 76% of users who prefer to use self- service by minimizing effort, reduced call volume, smooth transition to assisted service channels. Assisted Service Primary Assisted SMB or unique departments within an enterprise with relatively basic requirements for case management, knowledge management, and portal. The service requirements are simple, and do not require integration into any other systems of record, back-office applications, or third party applications. Tailored application experiences With embedded knowledge and 360 customer views empower agents to deliver personalized interactions while increasing productivity. Out-of-the-box interactive dashboards analyze agent performance. Advanced Assisted Large service organizations with complex ecosystems that tap into multiple systems of record, back-office applications, and integrations. May span multiple geos, languages, and brands. They seek to include VoC and social in customer view and engagements. Increased CSAT and retention by providing personalized and consistent engagement across all channels. Agents have access to everything they need to deliver personalized and effective service. Contextual tools empower agents to take next best action. USD provides full integration with back office systems, CTI, and 0365 tools. Onsite Service Field Enterprise or SMB companies with break-fix scenarios that require an on-site visit. Work locations vary day-to-day, tasks are measured in hours, and assignment is based on skills, availability, and proximity. Examples include utilities technicians, building inspectors, real-estate appraisers, pest control, installations and/or maintenance. Our solution provides a comprehensive set of tools and insights designed for high-touch interactions. Field service capabilities keep the customer at the center of your business through smart scheduling and optimized resource utilization – resulting in a faster time to ROI. Project Enterprise or SMB companies that deliver project- based work. They may also provide ongoing support, maintenance, and upgrade services. Projects require multiple personnel resources, location is constant over a period of days or months, and assignments are based on skills and availability. Project service automation capabilities bring people, process and technology together to deliver on-time, on- budget professional engagements – making your organization an integral part of the customer journey. Optimized resources for long-term projects. End-to-end support from SOW through to invoicing. Ability to capture actuals for comparison against planned budgets. Full mobile app experiences for all customer- facing resources. Customer Service $8.4B WW Field Service $1.3B WW Project Service $4.9B WW Asset Mgmt $1.5B WW $16B WW Opportunity For Microsoft and Partner Use Only