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MB2-712 Microsoft Dynamics CRM 2016 Customization and Configuration

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MB2-712 exam Dumps Source : Microsoft Dynamics CRM 2016 Customization and Configuration

Test Code : MB2-712
Test Name : Microsoft Dynamics CRM 2016 Customization and Configuration
Vendor Name : Microsoft
: 93 Real Questions

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CRM 2016 online | killexams.com Real Questions and Pass4sure dumps

study the what, why, and hows of CRM 2016 online.

This chapter is from the book 

Microsoft has made titanic investments in Microsoft Dynamics CRM on-line to provide a cost-effective and full-featured adventure for users. the mixing with Microsoft office 365 on-line has streamlined the method and offers a chance for agencies to consolidate their workplace 365 and Microsoft Dynamics CRM online experiences.

This chapter is committed to the online edition of Microsoft Dynamics CRM 2016. In some areas, this chapter explicitly notes changes between On-Premises and online, however the place it doesn’t, that you could count on that the textual content is about CRM on-line.

  • For more assistance about On-Premises installations of CRM, SEE CHAPTER 29, “On-Premises Deployments.”

  • Microsoft Dynamics CRM is accessible in three fundamental installation options: On-Premises, CRM online, and companion hosted. This chapter covers CRM online, together with licensing, benefits and boundaries, an operational overview of the services provided by means of Microsoft, and a e-book on how to check in and control a CRM on-line example.

    Microsoft Dynamics CRM on-line is a Microsoft-hosted provider that offers tight integration with the workplace 365 platform. Microsoft all started offering CRM online right through the CRM 4.0 days, with shut characteristic parity with what you can get hold of the use of an On-Premises or companion hosted implementation. With the liberate of CRM 2011, the on-line offering changed into additionally up to date, and the variations between the options narrowed, however limitations imposed on account of a shared internet hosting environment saved some organizations from the usage of this service offering. In 2012, Microsoft rolled out updates that extra narrowed the ameliorations and improved security, permitting CRM on-line to be a true first-class citizen within the Microsoft CRM world.


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    Microsoft Dynamics CRM 2016 Customization and Configuration

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    Microsoft Dynamics CRM 2016 — What Matters Most in the New Release | killexams.com real questions and Pass4sure dumps

    Microsoft released Dynamics CRM 2016 today. The goals for this release include improved integration with Office 365 and Azure machine learning; new customer service capabilities; continuation of mobile; inclusions of the recently acquired FieldOne and FantasySalesTeam applications; and a list of new CRM enhancements that includes tighter integration with Excel/Word and some improvements to the Outlook client (i.e. ability to add Contacts from Outlook and more Outlook support for Macs.)

    From what I’ve seen so far, the new features likely to get the most utilization include offline mobile and tighter integration to Excel and Word templates. This later feature continues Microsoft’s ‘productivity’ theme and will facilitate common use cases such as the creation of proposals or the export of pipelines to Excel, Pivot tables or Power BI. I also think the improved integration with Cortana and Azure Machine Learning looks promising, but is still in early days.

    Customer Service Improvements

    Microsoft’s prior release of the Unified Service Desk (USD) – a configurable framework for integrating what is often a plethora of contact center applications so that agents can get a unified view of the customer – signaled its intention to put much more emphasis in its customer service application. The Dynamics CRM 2016 release continues the customer service evolution with updated forms and a dashboard it calls the Interactive Services Hub.

    Dynamics CRM 2016

    I like this as it is helpful in managing multiple tier support environments. A tier 1 Interactive Services Hub can be designed to facilitate the high volume of short duration incidents and push more complex cases to a tier 2 hub that benefits from different configuration, workflow and reporting.

    Customer service also includes improved knowledge management and the beginnings for insight driven recommendations based on integration with Azure Machine Learning. Microsoft plans to integrate its recently acquired Mojo Surveys application in a subsequent release which will add basic Voice of the Customer capability and further continue the customer service software progression. The Unified Service Desk combined with the Parature and FieldOne acquisitions gives Microsoft a platform for customer service, self service and field service.

    Marketing Improvements

    Marketing software updates received very little notice, however, there’s some small additions that can add big value to intelligent campaigns.

    Microsoft Dynamics Marketing now permits Short Message Service (SMS) text message campaigns. This can add value for retailers and other B2C organizations who are discovering that properly run geo-based and SoLoMo campaigns are delivering low double digit conversions – something most marketers have never achieved. Inbound SMS campaigns can use keywords to acquire opt-ins while outbound SMS campaigns can enhance multi-channel and nurture campaigns and identify those customers who favor mobile engagement.

    Unfortunately, I suspect like most new marketing technologies we’ll see too many novice marketers use this new feature because they can and not because they should. Sending unwanted SMS texts to your customers’ mobile devices is more likely to infuriate them than generate marketing conversions. People have less tolerance in receiving spam on their mobile devices than their email, so opt-outs, unsubscribes and negative customer experiences are far more prevalent with unwelcome SMS.

    Knowledge Management

    Microsoft CRM has taken a queue from the Parature product and introduced knowledge management. A new content editor along with an adapted process guide enables smooth creation, curation and publishing of knowledge articles. This is initially targeted to customer service use cases, but the underlying technology is semi-extensible to other areas.

    Dynamics CRM Knowledge

    My Wish List Continues

    I was hoping to see a substantive improvement to Microsoft Social Engagement. That didn’t happen. The new release does deliver some minor improvements, but in my opinion the biggest holes are that the social listening searches very little of the Internet (i.e. it doesn’t scan most blogs and popular social networks such as LinkedIn, Instagram, Pinterest and Google+ among others), the social engagement lacks one-to-many engagement capability and the sentiment analysis remains crude. Microsoft social engagement remains a work in progress.

    Microsoft CRM continues to lack of a business process management (BPM) tool that can automate even simple routing and approval processing. This remains a significant competitive weakness against competitors such as Oracle, SAP CRM and Salesforce.

    Mobile CRM did include some advancements and the offline capability is a welcome addition. However, I’d like to see a lot more progress in the areas of mobile customization and extensibility. I just finished creating a custom Dynamics CRM mobile app for an airline company and found the mobile customization limitations overwhelming. Microsoft claims to pursue a mobile-first software strategy but unlike competitors who support the same claim with forward thinking mobile software, Microsoft’s claim appears to be much more of a marketing tag line.

    Microsoft CRM pricing is getting more complex and the differences between CRM Online and on-premise are growing. This increases buyer complexity. I’m hopeful that Microsoft will steer pricing back toward the simplistic model which it helped pioneer and bring parity to the online and offline solutions.

    Why This Release Matters

    This release is really a collection of incremental updates. However, a more frequent release cadence and key improvements in areas that matter to customers are putting Dynamics CRM into position to become the number 2 CRM vendor. As shown in the most recent CRM market share report, Oracle, Microsoft and SAP CRM are nearing equal market share position. However, while Oracle and SAP CRM are in decline, Microsoft is demonstrating an upward trajectory. A continuation of this trend will show a clear number 2 CRM vendor in the year ahead. End


    eLogic Accelerates Microsoft Dynamics and SAP ERP Integration With Scribe Software | killexams.com real questions and Pass4sure dumps

    Builds Vertical Accelerator That Allows Manufacturers to Quickly Overcome the Most Common Integration Challenges

    MANCHESTER, NH--(Marketwired - Feb 24, 2016) - eLogic, a consulting firm that delivers business solutions enabled by technology for manufacturers, today announced the availability of proven integration solutions based on Scribe Insight, the trusted integration platform of data integration leader Scribe Software. The new product enhances the ability of manufacturers to integrate Microsoft Dynamics CRM and SAP ERP Central Component (ECC), and lowers the time to value for eLogic's customers.

    "We consistently see that their manufacturing customers need strong data and transaction integration between their CRM and ERP systems to perform at their best for their customers," said Lawrence Matusek, EVP and CTO at eLogic. "Scribe's integration platform provides the most intuitive way to connect Dynamics and SAP, allowing us to offer their customers an accelerated path to real-time front office/back office integration and to deliver both commonly-requested and custom integrated solutions in less time and with fewer resources."

    eLogic specializes in customer engagement and commerce solutions for the industrial machinery, high tech, medical devices and process industries. The company offers its clients more than 16 years of expertise leveraging data models and application programming interfaces (APIs) in Dynamics CRM and SAP ERP to streamline and automate commerce from lead to cash. With eLogic's new Scribe Insight-based vertical integration accelerator, the firm can spend less time hand coding commonly-requested integrations, and more time mapping out custom data models to win new business and grow existing accounts.

    The vertical accelerator utilizes Scribe's pre-built connectivity to SAP and Microsoft Dynamics CRM and combines it with custom data mappings developed by eLogic to provide eLogic's enterprise customers with highly scalable, customizable integrations to enhance commerce and customer engagements.

    "Custom, real-time integration is a critical requirement for manufacturers today so they can streamline their sales, supply chain, financial and service processes," noted Lou Antonucci, VP of sales, Scribe Software. "Through its vertical accelerator, eLogic is setting a new standard in how quickly manufacturers can create highly customized integrations between their CRM and ERP solutions that will help them reach new levels of efficiency."

    Scribe Insight is a proven integration platform trusted by organizations of all sizes to integrate front office and back office systems. Insight is the platform of choice for integrating CRM and ERP applications such as Salesforce, SAP, Microsoft Dynamics, NetSuite and more, allowing users to lower the cost of developing, running and managing integrations throughout the entire lifecycle of the integration. Whether the data is on premise or in the cloud, Scribe's platform includes pre-built adapters and an easy user interface that makes integration fast and affordable.

    For more information on how eLogic and Scribe are connecting Microsoft Dynamics CRM with SAP, watch the companies' joint webinar here: http://elogic.com/integrate-microsoft-dynamics-crm-sap-using-scribe-insight/

    Visit Scribe's website for a free trial of Scribe Insight: http://www.scribesoft.com/products/trial-software/

    For more information on Scribe's partner programs, visit: http://www.scribesoft.com/partners

    About eLogic eLogic delivers industry-specific business solutions for manufacturers enabled by technology, with a 100 percent focus on Manufacturing Vertical Markets. Leveraging the Microsoft and SAP platforms, the company provides front-end to back-end (CRM to ERP) integrated commerce solutions to enable eLogic customers to perform at their best for their customers. eLogic's core competencies include Customer Engagement and CRM Solutions, Systems Integration, Product Configuration and Channel Partner Enablement. eLogic is an SAP partner, a Microsoft Gold partner and winner of Microsoft's 2015 CRM Partner of the Year award in Manufacturing.

    Follow eLogic on Twitter, Facebook, LinkedIn, YouTube, and SlideShare.

    About Scribe Software Scribe is an established global provider of solutions that easily bring data anywhere it is needed - regardless of IT infrastructure. Scribe's award-winning products help 12,000 customers and 1,200 partners use data -- cloud-based, on-premise or a mix -- to increase revenue, provide superior service, and create business value faster. Its easy-to-use, enterprise-ready solutions are backed by extensive support options and training, and service customers across a wide array of industries including financial services, life sciences, manufacturing, and media and entertainment companies.

    Follow Scribe on Twitter, Facebook, LinkedIn, YouTube, SlideShare, and Instagram.


    Why Use Microsoft Dynamics CRM for xRM Application Development? | killexams.com real questions and Pass4sure dumps

    This chapter is from the book 

    With early versions of Microsoft Dynamics CRM, system administrators could make simple configuration changes to CRM, and the amount of customization allowed increased with each new release. As adoption of Microsoft Dynamics CRM grew, so did the needs of the businesses using the xRM components. With each new release came a greater level of customization options, to the point where many organizations view Microsoft Dynamics CRM as more than just a CRM platform, but instead as a rapid application development platform, or a “framework” by which these custom/specific applications could be developed.

    Why would someone want to use Microsoft Dynamics CRM as a framework for development? Well, here are just a few of the reasons:

  • Native integration with Outlook for tracking features
  • Exposed web services for easy programmatic manipulation of data
  • Structured framework, providing standardized approach to data
  • Native integration to the rest of the Microsoft stack (Excel, Word, and so on) as well as SharePoint
  • Highly scalable architecture
  • Delegation of user interface development by business analysts
  • Built-in business process automation via the workflow engine
  • Multiple deployment options, including On-Premise, Online, and Partner Hosted
  • Robust security model
  • Large number of third-party components available for advanced customizations
  • Benefits of xRM

    One of the biggest benefits in using Microsoft Dynamics CRM as an xRM application for development is that you can still leverage the native features of CRM (something that every organization needs).

    An example of this is the drug testing solution explained earlier. Yes, they received exactly what they wanted with an application, but they can also use the features delivered by CRM (managing Leads, Opportunities, and so on) if they want to.

    Given the flexibility of CRM and the rapid ideation to delivery cycle, IT departments are able to meet the growing demands overwhelming their limited resources. Microsoft Dynamics CRM provides a solid starting point to extend and automate a greater part of the business process. Extending CRM is easy to do and when properly deployed, works in a natural method, allowing business analysts or power users an ever-increasing potential for customizations.

    Business analysts are the bridge between traditional IT development teams and the business. Acting as a functional consultant, the business analyst can prototype changes directly with the business process owners and achieve faster time to production.

    Using Microsoft Dynamics CRM 2013 as an organization-wide development platform consolidates the silos of information found in many organizations today. Along with this, consolidation of applications into a single platform drives down adoption costs as the users have a consistent process not found in many internally developed applications.

    Challenges with xRM

    Nothing comes for free, and building solutions with Microsoft Dynamics CRM has its own set of challenges. The ability to rapidly build solutions in Microsoft Dynamics CRM can lead customizers to skip the traditional analysis phase and start making changes quickly, leading the solution to miss important design gotchas. Care must be taken to avoid falling into this trap, which could lead to a potentially flawed implementation.

    Another challenge with xRM is the sometimes-difficult decision of how much of the OOB entities to use in a new project. Does your process closely align with the OOB process flows and forms? How will changes with the next release impact your customizations? This issue is explained more fully in the next section.

    Microsoft Dynamics CRM has a distinct process and design model; screens and forms work in a specific manner. If the user community has different expectations, that can lead to extensive customizations, reducing the value of the xRM platform choice or making user adoption difficult.

    Finally, one of the dangers they see is when customizers decide to use unsupported customizations, which may break when a new release comes out. Customizers should be aware of the impact of supported customizations and avoid them if at all possible.

  • For details on supported versus unsupported customizations, see Chapter 21, “Customizing Entities.”
  • Licensing Considerations

    Licensing options for Microsoft Dynamics CRM impact the building of xRM solutions, and the new lowest cost license is a great option for a pure xRM solution. However, this licensing model does not provide access to the native entities, and therefore forces you down an all-or-nothing path.

  • For details on licensing of Microsoft Dynamics CRM, along with the implications for building xRM solutions, see Chapter 4, “CRM Online.”
  • Customization in the Wild

    Now that you have a basic understanding of how to extend Microsoft Dynamics CRM, here are a few examples of customizations “in the wild.”

    Let’s first start with a simple customization: The organization needs to track one additional piece of information for every product sold. This is the Order Product entity and represents a detail line item for the order. The organization needs an effective date for each individual product, as shown in Figure 3.3.

    The customization shown in Figure 3.3 includes more than just adding the field. They also updated the views within their solution to display this on each order.

    Moving to the far end of the xRM spectrum, they have a solution that is highly customized. The first screen is from the drug testing application described earlier. Figure 3.4 shows the screen from within the Microsoft Outlook client showing the custom entities built for this solution.

    Drilling down on the Samples entity, Figure 3.5 shows the screen capture of the custom entity and some of the fields on the main form. This entity is the core of their system and links via relationships to every other item listed in Figure 3.4. The links to Requestors and Patients are further down on the screen, and a grid displays the many test results associated with this test sample.



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