Agenda 1) Welcome and Introductions 2) New Features of the July 2017 Release 3) Summary and Next Actions
Microsoft Dynamics 365 Customer Engagement Roadmap The Dynamics 365 Roadmap for Customer Engagement (previously known as “CRM”) provides a snapshot of what Microsoft have been working on. Use this Roadmap to find out what is being made generally available and what is in development. All dates and features that are in development are preliminary, are based on current expectations, and are subject to change without notice. Note that Eclipse has sourced this information from Microsoft’s own web sites and publicly available information. 24/08/2017 Confidential DXC Eclipse 4
Platform Separation • When Dynamics 365 launched, Microsoft signalled a move towards an app- centric platform to escape a bloated, monolithic model. • This will be increasingly evident with the July (v9) release which sees Dynamics 365 break into modular apps that shift away from one platform with multiple modules hardwired in such as sales, marketing and service. • By redefining the platform layer and breaking modules into role-based solutions for sales, finance & operations, customer service, talent, field service, to name just a few, it will remove the need to test all at once and upgrade everything in one big bang project. • This will quicken release cycles and enable more rapid changes by allowing these to work independently of each other, but crucially these are connected with a common data service. 24/08/2017 Confidential DXC Eclipse 5
MS Dynamics 365 CE Roadmap Next one-year investments in the D365 Roadmap 24/08/2017 Confidential DXC Eclipse 6
Transformational Intelligence 24/08/2017 Confidential DXC Eclipse 7
Platform Separation 24/08/2017 Confidential DXC Eclipse 8
What' t's coming for Customer Engagement Enterprise edit ition, in in th the Ju July ly 2017 Update for Dynamics 365 (o (onli line) Microsoft have announced the new features coming for Customer Engagement in the next update for Dynamics 365 (online) in the July 2017 release. The main areas of investment in this release are: • User Interface (or UX) enhancements to improve readability and usability of the web apps, and to make data entry faster and easier. • Extensibility and app platform enhancements, including improvements to security and data management. • Enhancements to the In-app Designer Tools that allow admins and customizers to tailor apps through a graphical user interface instead of writing code (App Designer, SiteMap Designer, and Business Process Flow Designer). • A new Unified Interface framework used for the Customer Service Hub, Dynamics 365 for phones and Dynamics 365 for tablets, and Dynamics 365 App for Outlook. Unified Interface is also available in the App Designer so that customizers can build app modules using this new look and feel. 24/08/2017 Confidential DXC Eclipse 9
New Features in in th the Dynamic ics 365 Ju July ly 2017 Update Unified Client Interface Lean navigation, crisp layout of fields, grids, and former white- space. We’ll also see a responsive UI for other platforms and devices — including Mobile and Tablets, Customer Service Hub, and for the Business Edition apps (i.e. not the Enterprise edition apps initially). The UCI will first be rolled out to the Dynamics 365 Business Edition and selective new apps that Microsoft is developing. Enterprise Edition web users won't see the UCI yet but in the interim, the July 2017 / Dynamics 365 v9 release brings a refreshed web client interface. Adapts to the device or screen in use to provide a consistent experience across web, Outlook, mobile and tablet. 24/08/2017 Confidential DXC Eclipse 10
New Features in in th the Dynamic ics 365 Ju July ly 2017 Update 24/08/2017 Confidential DXC Eclipse 11
New Features in in th the Dynamic ics 365 Ju July ly 2017 Update 24/08/2017 Confidential DXC Eclipse 12
New Features in in th the Dynamic ics 365 Ju July ly 2017 Update Unified Client Interface Further enhancements as part of the UCI include: • Skype for Business presence indicator across all supported web browsers • OneNote create functionality will be available in mobile • Improved dashboard chart filtering and drill-down – similar to controls previously only seen in the Interactive Service Hub The design principles of the UCI (text wrapping, uniformity, styling, white space reduction and theming) sees content presented in a way that will flow into different states as the available space changes. 24/08/2017 Confidential DXC Eclipse 13
New Features in in th the Dynamic ics 365 Ju July ly 2017 Update Web Client Update Enterprise Edition web users won't see the UCI yet but in the interim, the July 2017 / Dynamics 365 v9 release brings a refreshed web client interface: This revamped interface is designed to address a series of customer feedback requests to: • Remove excess white space • Word wrap fields • Improve form tab formatting • Standardise fonts • Extend theme capabilities 24/08/2017 Confidential DXC Eclipse 14
New Features in in th the Dynamic ics 365 Ju July ly 2017 Update 24/08/2017 Confidential DXC Eclipse 15
New Features in in th the Dynamic ics 365 Ju July ly 2017 Update 24/08/2017 Confidential DXC Eclipse 16
New Features in in th the Dynamic ics 365 Ju July ly 2017 Update Activity Timeline This feature will combine Posts, Activities, and notes into a single feed. Customers will also be able to filter specific activity types and quickly see unread items. Initially, this will only be on the Unified Client, but will soon be rolled-out as part of the Web Client refresh. Runtime functions within this control include: • Visual and text filters to drill down lengthy timelines and quickly find information – and hopefully avoid the need to revert to the activities screen • Inline actions for activity records in the timeline - aside from ‘Mark Complete’ this will be expanded to include other controls e.g. ‘Add to Queue’, ‘Assign Activity’ without needing to open these records • View attachments and download these inline without opening the email record • Attach camera images, audio and videos, using the mobile app - this activity timeline will include also activity feeds which now work in mobile (previously only available in the web client). 24/08/2017 Confidential DXC Eclipse 17
New Features in in th the Dynamic ics 365 Ju July ly 2017 Update 24/08/2017 Confidential DXC Eclipse 18
New Features in in th the Dynamic ics 365 Ju July ly 2017 Update Activity Timeline • ‘ What You Missed’ display to see what events have happened on the record since the user last looked at the record 24/08/2017 Confidential DXC Eclipse 19
New Features in in th the Dynamic ics 365 Ju July ly 2017 Update Activity Timeline Does every action need to appear in the timeline? Maybe not! Administrators will be able to configure what activity types will be presented in the timeline. For example: • Configuring which fields display for each activity type using a new Card Form entity • What fields will determine sorting - this should prove handy if you want to set sorting by last updated, last modified etc. • A version of the timeline control can also be applied to a Dynamics 365 dashboard that will replace the legacy activity wall component that won’t be available in the UCI. When placed in a dashboard the timeline control won’t include notes. 24/08/2017 Confidential DXC Eclipse 20
New Features in in th the Dynamic ics 365 Ju July ly 2017 Update LinkedIn Sales Navigator Following Microsoft’s acquisition of LinkedIn, more integration capabilities are being released. With the LinkedIn navigator solutions for Sales and Campaign, Dynamics 365 CRM customers can leverage existing LinkedIn functionality by viewing and synchronizing data for their Leads, Accounts, and Contacts. In addition to quick access to Company and Contact profile data, inMail and messages can be tracked in Dynamics 365 along with tasks, appointments, and other activities. 24/08/2017 Confidential DXC Eclipse 21
New Features in in th the Dynamic ics 365 Ju July ly 2017 Update LinkedIn Sales Navigator A new connector for LinkedIn Lead Gen Forms automatically syncs campaigns and leads with Dynamics 365, with configurable matching rules To aid social selling, new LinkedIn Sales Navigator embedded widgets for Dynamics 365 include account connections promoting the best contacts to connect with, recommended potential leads, account news, mutual connections to facilitate new introductions and summary detail from LinkedIn. 24/08/2017 Confidential DXC Eclipse 22
New Features in in th the Dynamic ics 365 Ju July ly 2017 Update LinkedIn Sales Navigator LinkedIn Sales Navigator Selectively sync inMail and regular messages to Automatically sync Dynamics 365 account and contacts, Dynamics as specialised LinkedIn activities. as well as Dynamics leads that are synchronised as suggested leads 24/08/2017 Confidential DXC Eclipse 23
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