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Crm Field Guide Ebook

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Chapter 11 — Designing a Great User Experience Customizing CRM is not just about adding entities and fields or developing new technical features for the system. In order to drive user adoption for CRM it is crucial to pay close attention to how the users will interact with the system, what information is presented to them and how they can be guided through the processes that are to be managed via the CRM system.

This chapter explores the key components of Dynamics CRM that are available to the system customizer and provides practical guidance on how to best leverage them for designing a frictionless user experience — without writing a single line of custom code.

Chapter 12 — Display Your Data One of the main goals of a CRM system is collect data but more important is how you can read and analyze that data.

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This chapter gives some basis on how to communicate data in a visual way with Dynamics CRM. It starts from the standard capabilities for dashboarding and reporting then moves on to exploring advanced topics with Power View and Power Pivot and discusses concepts of data warehousing. This chapter is a guide for the reader from basics to much more complicated examples.

This chapter identifies the various tools available within CRM for reporting as a context for understanding where custom reporting using SSIS provides unique value. The chapter wraps up with deploying the report and a discussion on security — along with simple enhancements that allow your report to work with Advanced Find and hyperlinks to make it interactive.

Chapter 14 — Social CRM This chapter address the differences between internal and external social and the role that Yammer plays in addressing the internal social of an organization. The chapter then moves on to using Yammer with Dynamics CRM and gives examples of its application across department. It stress the importance of company culture with the implementation of Yammer in an organization. The chapter concludes with a list of resources in the SDK and also a code example of embedding external Yammer feeds into a CRM dashboard.

CRM is a major upgrade, and we cover what you need to do to upgrade your configuration to take advantage of new functionality, and how to make your upgrade as painless as possible. Securing data is a key requirement in virtually all CRM projects.

Data security requirements often cover a broad spectrum of needs from just keep non-users from seeing it, all the way to complex rules that are challenging to implement in a non-dynamic security model. Architecting a security model is all about trading off and ensuring the right level of protection with the least amount of friction that slows down the user from doing their job. It used to be that Dynamics CRM was wearing a business suit and used only the inside of an office.

Then with CRM 4. Now it can be used on virtually any device, including computers, both Windows and Mac, tablets like iPads and Microsoft Surface, and smartphones.

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CRM has traded its business suit for hiking boots and has hit the road. You can now use it from wherever you work and on virtually any device. In this chapter we are going to explore the ways to use Microsoft Dynamics CRM on modern devices, and what you should do to get the most out of CRM on these devices.

Part of this is of course the structured data in the form of fields that are contained in the account and contact forms.

However, a large part of this is also trying to understand and store the communication that people in these organizations have with all these external customers, members etc. For this reason many activities have been created in CRM that allow for storing of this data, most notably email.

The purpose of this being to create transparency within an organization of who is communicating with whom, in regards to what, and what the message is. The focus of this chapter is to explore the new email profiles capabilities in detail as well as Server Side Sync, a functionality that we have all been waiting for for years.

Enhanced visibility into accurate contract information not only drives faster, more accurate billing, it enables field service teams to identify new sales opportunities to drive additional revenue. Automate escalations.

Classify assets with barcodes or serial numbers. Track asset location, maintenance needs, and repair history. Track warranties against assets. Ensure that service and billing conform to warranty stipulations. Schedule and Dispatch Field Service provides the ability to manage people and equipment with flexible scheduling options.

A drag-and-drop schedule board allows dispatchers to assign resources and setup schedules for multiple work orders using a map or list view, while resource scheduling optimization fully automates scheduling.

Highlights Identifies and organizes available resources by categories to balance workloads and resources. Matches characteristics of technicians against requirements of work. Understands geography, availability, truck inventory, regulatory requirements, customer preference, and service level agreement.

Easily reallocate resources in response to changes or emergency situations.

The CRM Field Guide

Multiple scheduling options from drag and drop to fully automated and optimized. Resource Scheduling Optimization Automatically create an optimized, prioritized schedule. Typically, to fit in the most appointments per day, an organization optimizes for distance between appointments. As daily work gets added or removed from a schedule, the schedule gets re-optimized in real time to ensure the field service organization is humming.

Schedulers can lock certain appointments to fulfill a prior service promise made to customers, and ensures that personal time like breaks and lunch example, are not included in the shuffling of the schedule. Fit in more appointments per day.Chapter 13 — Aligning Reports to the Audience Aligning Reports to the Audience helps the reader understand and meet the needs of different users and stakeholders by exploring the varying needs and expectations of users and using the array of out-of-the-box tools.

This chapter explores the key components of Dynamics CRM that are available to the system customizer and provides practical guidance on how to best leverage them for designing a frictionless user experience — without writing a single line of custom code. Chapter 21 — Introduction to Solutions Introduction to Solutions gives details on custom solutions and components, managed vs.

Automate escalations. When contract data is accurate and available, SLAs are met, customers are satisfied, and all service revenue is accounted for.

When our job is done best we are invisible. The steps involved in creating workflows and dialogs, the method in which they run and real-world examples are explored. Customer Centric Experience Field Service puts customers at the center of all interactions by keeping them informed, making communication easy, and ensuring they have positive interactions at every step. Even with all the existing tools like quick view forms, workflows and portable business logic you still might find instances where you need a little something more to get the job done.

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