One Dynamics, One Microsoft

Happy new year all! I have a few posts lined up for the start of the year and I will also be releasing FinDemo for CRM 2015 in the next few weeks (also available on Demo Builder). So keep an eye on the blog and my twitter feed for more news on these.

This week I want to share some ideas that my team have been working on, in particular some great work by Justin Moor.

At Microsoft we often talk about the great value we can bring as “One Microsoft”, that is to say the way Dynamics leverages all the different services Microsoft offer and how we bring these together in a really useful way to business users. With the acquisitions we have made as part of the Dynamics Business (Dynamics Marketing aka Marketing Pilot, Microsoft Social Listening aka Netbreeze and Parature Customer Service) we also now also talk about “One Dynamics” the way that the different Dynamics applications and services come together to enable organisations to manage their entire customer lifecycle.

OneDynamics

The two presentations below are part of how we tell this story.

Below are two PowerPoint documents that you can download and use for your own use. Please be aware that there are  number of transitions in these documents so you need to see these in presentation mode to view them properly. I have recorded them as videos so you can see what this looks like.

There is much more work going on with these documents so I’ll post more shortly but if you have any comments or feedback that would be greatly appreciated.

PS I used Office Mix to record these demos and I highly recommend this as a tool!

 

One Microsoft” presentation recorded as a video (no audio – that will come sometime soon):

 

 “One Dynamics” presentation recorded as a video(no audio – that will come sometime soon):

One Microsoft” presentation – please download as a copy and view in presentation mode:

One Dynamics” presentation – please download as a copy and view in presentation mode:

 

This post was originally published on https://markmargolis.wordpress.com. This posting is provided “AS IS” with no warranties, and confers no rights.

Microsoft Social Listening – Content for Partners

Like my earlier posts on Customer Service (Parature) and Dynamics Marketing, two of my colleagues Gina Timm and Jessica love have put together some great content and links that provide a wealth of information on our products. Below is a quick summary to get you started on Microsoft Social Listening .

 

SocialInsights

Features:

  • Analyse social data in an easy-to-navigate user interface.
  • Listen to brands, products, or topics on Twitter, Facebook, YouTube, and blogs.
  • Use sentiment analysis to find out the public perception of a topic.
  • See how to identify and connect with the most influential users.
  • Learn how to stay on top of information with dedicated email alerts

Websites:

Social Listening Demos:

 

Customer trial:

Partner Training:

Other Resources:

Getting Started:
· PDF – Social Listening User Guide
· eBook – Introducing Social Listening
· eBook – Microsoft Social Listening for CRM

Sales:
· Video – Spring ’14 Sales Scenarios
· eBook – Social is for Closers

Marketing:
· Video – Spring ’14 Marketing Scenarios
· eBook – Increase your impact with Microsoft Dynamics Marketing
· eBook – Your Brand Sux: How social listening can help you find new opportunities

Customer Care:
· Video – Customer Care Scenarios
· eBook – Your Brand Sux – How social listening help better manage customers

Partner Availability:

  • Microsoft Social Listening and Microsoft Dynamics Marketing Internal Use Rights seats is available to Dynamics CRM Gold competency partners.
  • Microsoft Social Listening and Microsoft Dynamics Marketing Internal Use Rights seats is available on a self-serve basis for qualifying partners on the Partner Digital Download portal

 

This post was originally published on https://markmargolis.wordpress.com. This posting is provided “AS IS” with no warranties, and confers no rights.

My Session @ Convergence showing the Retail Banking Template (with Screenshots)

Thank you to all of you that came and watched the presentation last week. About two thirds of the way in just as I was about to start showing the main climax of the demo (single customer view / business process / timeline) my browser crashed and I was unable to show it! I quickly moved on and dived into the tablet section instead, fortunately I think most people didn’t notice!

Contact_SingleView_Retail360v2

You can get the solution from my solutions section (Financial Service Core Demo Pack), Below I have included a click-though presentation of the actual demo:.

 

This post was originally published on https://markmargolis.wordpress.com. This posting is provided “AS IS” with no warranties, and confers no rights.

Dynamics Customer Service (Parature) – Content for Partners

Like my last post, two of my colleagues Gina Timm and Jessica love have put together some great content and links that provide a wealth of information on our products including Parature Customer Service. Below is a quick summary to get you started (Social Listening will follow in the coming weeks on this blog).

I’ll be at Convergence in Barcelona this week, if you are there, please find me at the Financial Service booth or speaking the Financial Service breakout session (BKCRM503). Hope to see you there!

 

ParatureMSCRM

Website for Parature –

Feature Summary:

Self-Service

Self-Service Parature solutions allow your organization to provide more effective and efficient customer service through more self-serve options. Parature increases the ability of customers to find the answers they need quickly, without ever having to contact a customer care representative.

Multi-Channel Service and Innovation

Multi-Channel Service and Innovation Using Parature’s cloud-based customer service software, customers can reach out to your organization at any time in whatever way is most convenient for them, whether it’s live chat, email, self-service knowledgebase, social media or mobile.

Customer Retention

Customer Retention Parature provides your organization with the innovative tools it needs to take the collective pulse of your customer service efforts and adjust and improve as necessary.

Social Customer Service

Social Customer Service Parature provides a centralized customer service solution that spans multiple social media channels including Facebook, Twitter and more. Be in total control of your social media presence and connect with your online audience in real time with Parature.

Reporting

Reporting Parature’s robust reporting tools provide real-time intelligence that allows your company to make informed business decisions and proactively adjust to trends. Track customer service requests, response times, the effectiveness of your customer service channels and CSRs.

Integration

Integration Our API and technology partners provide applications that complement Parature’s product suite to optimize all business processes. Integrating Parature Customer Service Software™ with other critical systems opens up a whole new level of visibility, leading to greater customer satisfaction.

Services

Services Parature’s unparalleled support services set Parature Customer Service Software™ apart from other cloud-based customer service solutions. Custom implementation, helpful training, and legendary customer support ensures you’re getting the most out of Parature’s solutions from day one.

Pricing

Pricing Parature’s competitive pricing is what leads many customers to contact us. It’s the value of Parature’s solutions and the unparalleled customer service that keeps customers with us. With Parature, you receive a custom customer care solution, not cookie-cutter software.

Microsoft Customer Service (Parature) Demos

Partner Training

Level Partner
100 Microsoft Dynamics CRM Customer Service: Parature Overview
100 Parature: General Product Overview
100 Parature: Social Customer Service
200 Parature: Path to Go Live
200 Parature: Setup Module
200 Parature: Contact Management
200 Parature: Content Management Knowledgebase & Download Models
200 Parature: Ticket Management
200 Parature: Chat Module
200 Parature: Product Module
200 Parature: Single Sign-On
200 Parature: Survey  Module and Feedback
200 Parature: Paraconnect for Dynamics
300 Parature: Customizing Parature
300 Parature: Widgets
300 Parature: Portal Management and Customization

Other Resources

 

See you in Barcelona!

 

This post was originally published on https://markmargolis.wordpress.com. This posting is provided “AS IS” with no warranties, and confers no rights.

Dynamics Marketing – Content for Partners

Two of my colleagues Gina Timm and Jessica love have put together some great content and links that provide a wealth of information on our products including Dynamics Marketing. Below is a quick summary to get you started (Parature and Social Listening will follow in the coming weeks on this blog:

 

Website for Dynamics Marketing – http://www.microsoft.com/en-gb/dynamics/crm-marketing.aspx

Feature Summary:

Dynamics Marketing provides an integrated Marketing Automation solution designed for companies of all sizes (Targeted to Mid-market & Enterprise departments) that need to acquire, sustain and extend engaging customer relationships. These features can be divided into two areas:

MARKETING PLANNING:

  • Advertising Management: Develop media plans and budgets, manage media buying. Easily create media orders, execute and track results. Track results and integrate actuals.
  • Planning (Marketing Resource Management): Plan and manage marketing budgets across teams and regions. Forecast more accurately, balance the budget and work together to maximize the impact of your spend. Make sure that every interaction can be tracked to a Campaign Digital Asset Management to store assets so your entire team can share and collaborate to accelerate campaign development Develop media plans and budgets, manage media buying. Easily create media orders, execute and track results. Track results and integrate actuals.

MARKETING AUTOMATION:

  • Marketing Automation: Easily create, automate, and track engaging campaigns and marketing workflows across all your marketing channels with integrated planning and execution all in one solution. New visual drag and drop Campaign Designer makes it a snap for non-technical marketers to create engagement and design amazing customer experiences. Easily create and manage multi-channel multi-stage campaigns with email and landing page integration all in one place.
  • Campaign Management: Easily create, automate, and track engaging campaigns and marketing workflows across all your marketing channels with integrated planning and execution in one solution. New visual Campaign designer with advanced segmentation makes it a snap for non-technical marketers to create engagement and amazing customer experiences.
  • Lead Management & Advanced Lead Scoring: Advanced segmentation and customized lead scoring to give sales the insights they need to prioritize activities and focus on the most qualified leads. Score prospect engagement and pass leads automatically.

Microsoft Dynamics Marketing Demos

 

Customer Trial

Test Drive is available here: http://www.microsoft.com/en-gb/dynamics/marketing-test-drive.aspx

Internal Use Rights (partners only)

MDM Internal Use Rights PDF, available via PartnerSource:

Partner Training

Other Resources

 

This post was originally published on https://markmargolis.wordpress.com. This posting is provided “AS IS” with no warranties, and confers no rights.

CRM Solution Management and FinDemo

Recently I’ve had a number of conversations regarding ALM  (application lifecylce management) and solution management with Microsoft CRM 2013. The debates over Managed solutions vs UnManaged is alive and well! Like many I have my own view. There is no wrong or right answer but in principal I would advise working unmanaged in development and managed in test/uat/ production. For this weeks article I thought I would share how I have managed my own “product” FinDemo and share some of the rationale for the decisions I have made. The solution structure, tenant organisations requires a high degree of discipline but if you follow the prinipals below it will serve you very well and will avoid any solution conflict hell.

To give you some confidence the principals below are derived from many years of product development on Microsoft CRM with a heavily customised product delivered to over 100 + customers (000’s of users) and where each customer was able to have their own tailored customised on top of the base platform. Customers have the benefit of taking updates to the core product without fear of losing their own changes.

Regarding FinDemo the structure below enables multiple developers to work concurrently and also enables people on the field to customise their own solutions on top of FinDemo whilst taking advantage of any changes we make to the base FinDemo solution.

 

FinDemo Template Overview

FinDemo is a financial services template / accelerator that consists of a number of sub industry templates:

  • Asset & Wealth Management
  • Corporate & Investment Banking
  • Commercial Banking
  • Insurance
  • Retail Banking

Each sub industry templates has been configured to provide industry relevant demo’s that consist of dashboards, forms, processes and data. The Solution for each sub industry template consists of the following type of “solution”
A. FinDemo Core Solutions
B. FinDemo Sub Industry Solutions
C. Third party, ISV or standalone solutions
D. FinDemo ISV Changes

FinDemoOverview

Category A, the first category (FinDemo Common Solution(s) is relatively simple and this solutions includes items such as:

  • FinDemo – All data model items goes in here
  • FinDemoProcesses – All common workflow process go in here
  • FinDemoBusinessProcesses – All common business process go in here
  • FinDemoBaseDashboards – All common dashboards go in here

Category B, the second category (Findemo Sub Vertical Solution(s)) includes specific customisation only to the sub I industry template such as

  • FinDemoRetail BankingDashboards – All dashboards related to Retail Banking
  • FinDemoAssetManagementDashboards – All specific Asset Management dashboards go in here
  • FinDemoInsuranceDashboards – All specific Insurance dashboards go in here
  • FinDemoSupplierManagementDashboards – All specific Insurance dashboards go in here

Category C, the third category (ISV or standalone Solution) are all standalone solutions or solutions that are provided by third parties such as:

Category D, the fourth category (FinDemo ISV Changes) are solutions that enable me to customise Category C solutions in a controlled and easily deployable manor. As ISV, third party or standalone solutions may include changes to field names, forms layouts etc I use Category D solutions to override these changes. A Category D solution always sits on top of a Category C Solution.
For example. On FinDemo I rename the Account entity to “Company”. If I then install the customer portal then the Account entity gets renamed to “Account”. To resolve this I have a managed solution that I apply on top of the third part that retains my original changes.
E.g.

  1. I install FinDemo (Account gets renamed to Company)
  2. I install Client Portal (Company gets renamed to Account)
  3. I Install FinDemoClientPortal (Account gets renamed back to Company)

In order to do this, in my development environment I have a separate org for each third part component (Category D solution, that looks a like this:

  • FinDemo [Managed Solution]
  • Third Party [Managed Solution]
  • FinDemoThirdParty [UnManaged Solution]

I then make the changes I need on the unmanaged layer (renaming, form layout changes etc and I export FinDemoThirdParty and deploy to my target system. The diagram “development tenants structure” in the next section provides an overview of what my development environment and tenant structure looks like.

Organisation / Tenant Management

For ease of development and deployment the FinDemo development environment has been split into multiple solutions & tenants. The details of each solution is outlined in the following section and includes the rationale for the split.

 

FinDemo Devlopment Tenants2

 

FinDemo Base Dev

  • Base Development Environment

FinDemo Dev is used for all Fin Demo customisations and development. It contains the following solutions:

  • FinDemo [UnManaged]
  • FinDemoProcesses [UnManaged]
  • FinDemoBaseDashboards [UnManaged]
  • FinDemoInsuranceDashboards [UnManaged]
  • FinDemoSupplierManagementDashboards [UnManaged]

FinDemo Asset Management

  • Asset Management Development Environment

FinDemo Asset Management is used for all customisation and development specific to Asset Management (financial services). It contains the following solutions:

  • FinDemo [Managed]
  • FinDemoBaseDashboards [Managed]
  • FinDemoAssetManagementDashboards [UnManaged]

FinDemo Corporate & Investment Banking

  • Corporate & Investment Banking Environment

FinDemo Corporate & Investment Banking is used for all customisation and development specific to Corporate & Investment Banking. It contains the following solutions:

  • FinDemo [Managed]
  • FinDemoBaseDashboards [Managed]
  • FinDemoCorpDashboards [UnManaged]

FinDemo Commercial

  • Commercial Banking Environment

FinDemo Commercial Banking is used for all customisation and development specific to Commercial Banking. It contains the following solutions:

  • FinDemo [Managed]
  • FinDemoBaseDashboards [Managed]
  • FinDemoCommercialDashboards [UnManaged]

FinDemo Retail Banking

  • Retail Banking Environment

CRMFin Demo Retail Banking is used for all customisation and development specific to Retail Banking. It contains the following solutions:

  • FinDemo [Managed]
  • FinDemoBaseDashboards [Managed]
  • FinDemoRetailBankingDashboardss [UnManaged]

CRM Fin Demo Insurance

  • Insurance Environment

CRM Fin Demo Insurance is used for all customisation and development specific to Insurance. It contains the following solutions:

  • FinDemo [Managed]
  • FinDemoBaseDashboards [Managed]
  • FinDemoInsuranceDasboards [UnManaged]

Single View

  • Client360 / SingleView Environment

FinDemo Client360 is used for all configurations to SinglView for FinDemo. It is used to provide the form layouts It contains the following solutions:

  • FinDemo [Managed]
  • SingleViewConfiguration [Managed]
  • SingleViewIconLibrary [Managed]
  • FinDemoClient360 [UnManaged]

Timeline

Timeline Environment

The FinDemoXRMC Timeline solution is used for all configurations to the Timeline solution for FinDemo. It is used to provide the form layouts It contains the following solutions:

  • FinDemo [Managed]
  • Timeline [Managed]
  • FinDemoXRMCTimeline [UnManaged]

InsideView 

  • InsideView / Social Insights Environment

The FinDemoSocialInsights solution is used for all configurations to the Insideview solition for FinDemo. It is used to provide the form layouts It contains the following solutions:

  • FinDemo [Managed]
  • Insideview [Managed]
  • FinDemoSocialInsights [UnManaged]

 

Solution Management

For ease of development and deployment I have split the development into distinct functional and/or vertical solutions. The details of each solution is outlined in the following section and includes the rationale for the split.

FinDemo Solution Breakdown

 

FinDemo Base Solution
Solution contains customisations for the base customisation for CRM Fin Demo.
The solution includes:

  • Entity & Data Model Customisations for everything
  • Forms
  • Views
  • Web Resources
  • Ribbon Changes & Sitemap

The solution does NOT include:

  • Workflows
  • Dashboards & Reports
  • 3rd Party components

FinDemo Process Solution
Solution contains workflows (processes) for CRM Fin Demo.
The solution includes:

  • Workflows

Workflows have been separated into their own solution to simplify deployment. In the scenario where a workflow references a record (e.g. looks for a user or reference data), then the workflows will not automatically publish on the target system if this information does not exist.
At the time of writing there are a number of workflows that reference specific records (such as queues). For good practise I have separated the workflows.
Where workflows reference specific GUID, this record are available to import

FinDemo Business Process Solution
Solution contains Business Processes for CRM Fin Demo.
The solution includes:

  • Business Processes

Workflows have been separated into their own solution to simplify deployment.

FinDemo Base Dashboards and Reports Solution
Solution contains customisations for the CRM Fin Demo Dashboards and reports.
The solution includes:

  • Dashboards

Similar to the above solutions, dashboards have been taken out the main solution so that front end changes can be deployed without increasing risk. Note that some dashboard changes may require view or chart changes in which case those changes should be made to the data model on the base solution.

FinDemo ISV Changes Solution(s)

Solution contains customisations any ISV or standalone Solution.
This solution should only ever include:

  • Form layout changes
  • Attribute name changes

Do not make any data model changes

These solutions are used to integrate or customise third party solution into FinDemo
These solutions ensure that the CRM Fin Demo forms, attributes and layouts are not overwritten by the ISV or third party solutions.
This solution solution should always be the installed on top of the ISV solution so that the solution overrides any solution underneath it. Therefore it might be necessary to uninstall the solution and re install the solution. Consider the following scenario:
1. Production has :
a. Solution A with CRM Fin Demo base customisation (renames contact to customer)
b. Solution B with Postcode anywhere (which renames the contact record from customer to contact)
c. Solution C with FinDemoPostcodeanywherechanges (which renames the contact record back to customer)
2. You deploy a third party tool that has the contact entity in the solution
a. Deploying Solution D would override Solution C renaming customer to contact
To resolve the above scenario you would:
1. Uninstall Solution C
2. Re Install Solution C – This places Solution C on top of D thereby renaming contact to Customer

Customising FinDemo

If you want to customise Fin Demo then I recommend that you follow the process below:

  1. Install Fin Demo (and related solutions) on you own development / staging environment
  2. Create your own (unmanaged) solution (add only components you want to customise)
  3. Make the changes you need
  4. Export you solution as managed and deploy on the target system

The benefit of this is that your solution will be on top and will always override my changes. You can also benefit by applying future updates of FinDemo knowing that my changes won’t revert (many) customisations you have made.

This post was originally published on https://markmargolis.wordpress.com. This posting is provided “AS IS” with no warranties, and confers no rights.

Retail Banking Template Demo Video

After a brief detour last week via the White House I am now back in London and pleased to be releasing some further templates via DemoBuilder. I recorded a short video of the Retail Banking template for the World Wide Partner Conference (WPC) and the guys at corp have kindly turned this into a polished video & DemoMate click though. If you want to install the solution yourself then you can get access to my template here. Alternatively the templates is be available on DemoBuilder (for auto provisioning via CRM Online) from today. I know FinDemo was taken off recently (I am not sure why) but I am pleased to say its back for good.

I will tweet from @markmargolis with further updates. See below for a short video of the template:

 

 

You can read a bit more on the template here and here.

BranchManagerAlerts

 

This post was originally published on https://markmargolis.wordpress.com. This posting is provided “AS IS” with no warranties, and confers no rights.