Convergence Round up – Leo and Age of Customer Care

At convergence there were many announcements around the CRM road-map and upcoming Leo release. In this post I will summarise in a little more detail some of the great enhancements being made to Customer Care in the Q2 release. Note that the Q2 release will be available to Online and On Premise customers.

First of all lets share the Convergence slide on the Leo release:

Leo Release

Leo Release

So as you can see from just this slide we are not talking of a small enhancement to Customer Care, but a major release of functionality that finally brings customer care functionality up to the standard that we expect. So lets now dive deeper into the new functionality:

  1. Mobile – Android will be supported with a similar look and feel app as Windows and iPad. In addition the ability to reconfigure the org that it is working with will be provided. In addition the customer care entities will be supported across all platforms on the mobile app i.e. the case entity. This will enable mobilising the service desk.
  2. Unified Service Desk – This is a great new add and is similar to the Customer Care Framework. It provides a client side application that can be configured using standard records in CRM to connect to other systems in your ecosystem to provide a framework to enable pass through of context to other apps. In addition the ability to provide context sensitive call scripts will be provided natively and the ability to hook in a number of telephony provider add ons will be possible. This simple to use configure and deploy framework will make Enterprise contact centres a reality for Dynamics CRM.
  3. Unified Service Desk

    Unified Service Desk

  4. Case Hierarchies – Enables cases  to be related to a root cause case with dependencies defined across them.
  5. SLA – SLAs will be configurable based on CRM data, i.e. can provide a different SLA for a Premium contract customer vs a Bronze, or based on severity of the case. SLAs will control first response by and case resolved by timers. Workflow activities around escalation can be built into the SLA configuration to create tasks or emails etc, see below for an example where a task is created as part of the SLA failure state.
  6. SLA
  7. Entitlements – ability to manage what products a customer is entitled to service on.
  8. entitlements
  9. Timers – Based on the Customer SLA, timers will countdown the resolution time and change colour when getting close to resolution time. These timers will be standard functionality and be tightly tied to the SLA module. Within the Unified Service Desk they can be exposed out on the KPI control.
  10. timers
  11. Life-cycle State Model, you will be able to define the status transition life-cycle without code i.e if the case status in waiting for customer you can not move it to Resolved unless first moved in back to in progress.
  12. Queues and Routing – ability to define memberships around queues, and define routing rules around channel management i.e. if an email comes in auto create case or route to a specific queue. These can be manually or automatically triggered.
  13. Social Care – the Dynamics Team will provide an example listening app that can be utilised to convert posts from twitter into Cases in CRM.
  14. Socialinteraction
  15. Parature – future releases will see integration around web portals and knowledge base, likely Q4 release time-frame.

 

I hope you liked the summary of new functionality coming in the Q2 Leo release.

Mobile Express gets a face lift on CRM2013

So I have provisioned myself my first CRM2013 online APAC org as a trial and I have to say it is running very nicely! Connected the mobile Win 8 App and all works, but I thought what about Mobile express?

Well you would be pleased to know it has had a facelift not a redesign of any of the configuration side, but it just looks nice!

Here are some images:

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Rockstar 365 rank yourself across your peers

Its interesting when you start listing all the projects you have worked on, the people you know and see how you compare.

Great work check out my profile at:

My Rockstar Profile

Sneak peek at my top 10 features of CRM2013

As you may or may not be aware Dynamics CRM will be having a facelift in October with the new release CRM 2013 being launched.

In short, CRM 2013 is the next release of Dynamics CRM. Dynamics CRM 2011 was released in 2010 and as such in line with the rest of Microsoft products has had a facelift to enable it to continue to be a market leader. With the range of new laptops, tablets and phones available to users, the Dynamics CRM user interface had to be re-imaged to support these devices more natively.

With a lot of information already out on what CRM2013 will deliver to users, I thought I would submit my “Top 10 feature” changes that you will experience with the new release. Keep an eye on this page for new postings about the upcoming release http://rc.crm.dynamics.com/rc/2011/en-us/Dynamics-CRM-Upcoming-Release-Information.aspx and Intergen’s blog www.intergen.co.nz/blog.

1. Ribbon goes, say hello to the navigation bar. The navigation bar is a replica of the navigation pane and represents the site map that you are used to and the ribbon buttons are replaced with simple worded command bar options. The reason for this change, speed up the UI, simplify the visuals and easy to touch.

2. No left hand navigation, expand the navigation bar

3. Process enabled forms, you can create processes to support users navigating through the system. A record type can have many different processes that can be started. A process drives a user through the information and related entities to complete the process. A user can change the process during a process if required. Example processes, Simple Opportunity Process, Complex Opportunity process, New Member, Renew Member etc.

4. Mobile for free, the new release includes an always online with cached offline mode for Windows 8 and IPad devices. The mobile user interface is dynamically created based on the same forms non mobile users utilise. This will provide a great tool for the mobile workforce to engage in CRM wherever they are.

5. Business Rules – remove the need for code. Business rules will enable some of the more simple business logic that we would have created in the past as plugins or JavaScripts to no longer be needed, simplifying your CRM system and enabling you to create and manage your own business rules.

6. Dynamics CRM and Server side e-mail and appointment processing. This is a great new feature, take this an example CRM 2011 process. A customer service agent creates an appointment for a user to visit a customer. The user will not see this appointment in their Outlook calendar until they sync Dynamics CRM with Outlook. If they are mobile using a smart phone or tablet then again they would not see this appointment until they sync their outlook, delaying the visibility of this appointment. With CRM 2013 the appointment will be pushed by CRM direct to the mail server and then it will immediately appear on your device. Great new feature.

7. Synchronous Processes. Basically processes in CRM 2011 have always ran in the background requiring a user to reload or refresh the screen to see the impact. CRM 2013 will now introduce processes that run immediately and update the form in real time, resulting in less code, less plugins and simplified management of business logic.

8. What is this Hero thing all about? The hero area of CRM is where you see all the recent activity of a record in one glance. If implemented well this will save all users an immense amount of time. Some of you may already be using this in CRM 2011 – activity feeds or in CRM online via the Polaris forms. Basically in CRM 2013 it takes this area to the next level with full capability to create all activity types, integrate with Yammer and view all notes. In some ways this is my number 1, as it provides the bare essentials to all users about the what is going on with the record with minimal clicks.

9. Global search within the Mobile Client.

10. Quick Create forms are back! You can now quickly create a record without capturing all viewing the complete form, great if you are on the move and just want to get something in quick.

nzCRMguy Netbreeze Blog Posts

I have attached the links to three great articles that Mark Smith aka nzCRMguy has wrote regarding Netbreeze the recent acquisition by Microsoft for Dynamics CRM.

Thanks Mark a very informative read!

  1. Netbreeze Understanding Your Audience – http://www.nzcrmguy.com/msdyncrm/netbreeze-understanding-your-audience-part-1-of-3
  2. Netbreeze The Technology at time of Purchase – http://www.nzcrmguy.com/msdyncrm/netbreeze-the-technology-at-time-of-purchase-part-2-of-3
  3. Netbreeze API version 1 – http://www.nzcrmguy.com/msdyncrm/netbreeze-api-version-1-part-3-of-3

Dynamics CRM Orion user interface updates from Convergence 2013

Great new looking user interface planned for the Orion release later this year. Focussed on process and user driven experience, a step in the right direction. More to come in later post.

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Update Rollup 12 FAQ and Known Issues

The Microsoft CRM Support team has posted a blog article with some FAQs and known issues for the December 2012 Service Update and Update Rollup 12 (UR12). Its a great resource and I would recommend you review it before going live with this update.

https://community.dynamics.com/product/crm/crmtechnical/b/dynamicscrmsupportblog/archive/2013/01/28/december-2012-update-has-been-released.aspx