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Microsoft Dynamics CRM
Q4 2011 Service Update Release & Roadmap
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Agenda
Review of CRM 2011 Q4 Service Release Details Demo Q & AQ & A
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Microsoft Dynamics CRM At a Glance
Customer Success Around the Globe
Financial Services Professional Services Manufacturing
Retail & Hospitality Health &Lif S i
PublicS t
Travel &Retail & Hospitality Life SciencesSector Entertainment
PC Browser Phone
Sales Productivity
Customer Care
Marketing Effectiveness
Extended CRM ApplicationsProductivity Care Effectiveness Applications
Relationships • Interactions • Process • InsightsRM F kxRM Framework
Microsoft Dynamics CRM 2011Delivers the Power of Productivity
FAMILIAR INTELLIGENT CONNECTED
Delivers the Power of Productivity
FAMILIARNatural & Personal
INTELLIGENTInsightful & Actionable
CONNECTEDCollaborative &
Integrated
Microsoft Dynamics CRM OnlineComprehensive CRM that’s easy to use and improves the productivity of sales, marketing and customer
f i lcare professionals
Works with Office 365 forFull Suite CRM: Sales Works with Office 365 for complete Cloud business productivity experience
Available in 40
Full-Suite CRM: Sales, Marketing and Service modules
Familiar Microsoft Outlook interface
Available in 40 markets and 41 languages
Sign up in any
Secure and Reliable
Instant on, anywhere access
Sign up in any language, get a trial in 5 minutes
Secure and Reliable with financially backed 99.9% uptime SLA
Real-time dashboards and visual insights
Summary of Dynamics CRM Q4 Service Update
Unified Office 365
EnterpriseCloud
Feature Enhancements
Social(Wave 1)
Experience*
Unified Unified ProvisioningProvisioning
Cloud
Identity Identity FederationFederation
II R iR i
New BI New BI CapabilitiesCapabilities
E h dE h d
(Wave 1)
ActivityActivityFeedsFeeds
Wi d Ph 7Wi d Ph 7Unified Billing**Unified Billing**
Unified Unified AdministrationAdministration
InIn--Region Region Disaster Disaster RecoveryRecovery
IndustryIndustry
Enhanced Enhanced DialogsDialogs
Enhanced Data Enhanced Data CleansingCleansing
Windows Phone 7 Windows Phone 7 Activity Feeds AppActivity Feeds App
AdministrationAdministration Industry Industry CertificationsCertifications
CleansingCleansing
* Note: For end-users, the Office 365 and CRM Online experience is unified today.** Note: For EA customers, billing is already unified today.
*** Note: Will also be available via download for CRM 2011 on premises and partner hosted Note: Will also be available via download for CRM 2011 on-premises and partner hosted.
Microsoft Dynamics CRMQ4 2011 Service Release Details
Microsoft Dynamics CRM and Office 365
Microsoft Office Web Apps
Document management and portal capabilities
Live Meeting and Unified Messaging
Integrated Outlook email
Rich documentmanagement
Collaboration and knowledge sharing
Real-time IM and presence
Seamless communications trackingmanagement g g presencecommunications tracking
Enterprise Cloud
Enhancements to Dynamics CRM Online service capabilities to support Enterprise deployments
Identity Federation: federated identity and single sign-on for CRM y y g gOnline customers with Active Directory. Requires new Online Services (OSDP) platform, and per previous slide will be available to qualified customers only in the Q4 2011 timeframe. (Applies to both standalone CRM Online as well as CRM Online with Office 365)CRM Online as well as CRM Online with Office 365).
Enhanced Disaster Recovery: multi-site failover in each region (US, EMEA & APAC) supports higher levels of disaster recovery and business continuity.y
Security and Compliance Certifications: Engineering will be complete for adherence to a range of certifications – relevant audit processes will then commence
Certifications Roadmap
Standard Availability
For select customers* Dynamics CRM Online will include enhanced Security and Compliance for key data handling processes such as Data Processing Agreements and EU Model Clauses, as well as compliance with standards including ISO 27001, HIPAA and SAS 70 Type II.
Standard AvailabilityISO 27001 Q1 CY 2012
SAS 70 (SSAE 16) Type II CY 2012SAS 70 (SSAE 16) Type II CY 2012
HIPAA (BAA) Q1 CY 2012
EU Safe Harbor Available now
EU Model Clauses Q1 CY 2012
EU DPA Q1 CY 2012
FERPA Q1 CY 2012
FISMA TBD
* In the 2012 timeframe only qualifying customers on-boarding to the new Online Services platform (OSDP) will benefit from certifications at the application layer per the availability timeline. Note certifications at the data center layer are available to all. Customers at this time.
Additional Feature Enhancements
Additional BI CapabilitiesExtended Chart Designer allows for multipleExtended Chart Designer allows for multiple data series on chartsNew chart types including stacked bar and stacked column charts
Enhancements to DialogsAdditional data types supportedExtensions to configurable URL’s in dialogExtensions to configurable URL s in dialog screens
Extended De-duplication rule processing
Additional support for smart-matching of potential duplicates
Social Wave (1) – Activity Feeds
Simplified business insightSimplified business insight and collaboration capabilitiesMicro-blogging to post statuses, questions, answers and commentsU i i il tUser experience similar to Twitter and FacebookFollow people and records that are relevant to youView timelines of importantView timelines of important statuses on wallsAPI and Workflow enabled system postsRespects the core security modelEnables Lync presence
Activity Feeds within Dashboards
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Cross-Browser Support
Microsoft will offer support for Safari, Firefox and Chrome browsers on both PC and Mac platforms.
Cross-Browser Support coming in H1 CY2012: IE (Currently supported) Safari (PC & Macintosh platforms)( p ) Firefox (PC & Macintosh platforms) Chrome (PC & Macintosh platforms) All available in CY2012
DemoQ4 Service UpdateQ4 Service Update
Q & A
• Submit questions via the Q&A feature. Simply select the Q&A i d t ti i t th di l b d li k th “A k”window, type your question into the dialog box, and click the “Ask”
button • The slides and recording of this call will be sent to attendees for
t d ’today’s program
Sarah Champ 612 376 [email protected]
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Upcoming Events
Convergence 2012March 18-21Houston, TX
http://www microsoft com/dynamics/convergence/houston12/http://www.microsoft.com/dynamics/convergence/houston12/
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AppendixQ4 Service UpdateQ4 Service Update
Microsoft Dynamics CRM +Office Professional PlusOffice Professional Plus
Mail-merge feature in CRMMail merge feature in CRM Online.Outlook email templates in CRM OnlineOne-click export of CRM data to ExcelRe-import of changes made in Excel automatically
Microsoft Dynamics CRM + Exchange OnlineOnline
Utilizes Microsoft Outlook to send and receive Emails
Track emails, contacts, tasks and appointments in CRM Onlinein CRM Online
Bulk import of Outlook contacts into CRM Online
Native Outlook actions Native Outlook actions against CRM data
Microsoft Dynamics CRM + SharePoint OnlineOnline
Wi d d i fi ti Wizard-driven configuration Easily create or add SharePoint
Online document libraries N ti i i Mi ft Native experience in Microsoft Dynamics CRM
Track changes and version controlCheck in/check o t capabilit Check-in/check-out capability
Wizard-driven configurationEasily create or add SharePoint Online document libraries
Native experience in Microsoft Dynamics CRMTrack changes and version control
Check-in/check-out capability
Microsoft Dynamics CRM +Lync OnlineLync Online
Displays availability of colleagues/contacts in Microsoft Dynamics CRM
Presence indicator for each contactcontact
Real-time communications (IM, Live Meeting, phone)
Meetings tracked as Activities in Meetings tracked as Activities in CRM Online
CRM Online and Office 365: Value vs. Salesforce.com
What You GetWhat You Get Salesforce.comSalesforce.com MicrosoftMicrosoft
CRM Suite Extensible Platform Microsoft Office client & web SharePoint collaboration Lync Unified Communications Lync Unified Communications Exchange Email Management Price per user per month $65-250 $68
* based on Office 365 E3 planSalesforce com Microsoft based on Office 365 E3 planSalesforce.com Microsoft
Resources
http://crm.dynamics.com/en-us/nov2011 http://www.microsoft.com/download/en/details.aspx?id=27820
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RSM McGladrey, Inc.
www.mcgladrey.com
