MEETING WILL BEGIN SHORTLY CRMUG WELCOME Microsoft Dynamics
MEETING WILL BEGIN SHORTLY @CRMUG
WELCOME! Microsoft Dynamics CRM User Group (CRMUG®) Mid-Atlantic, Washington, DC Chapter Meeting Tweet during Today’s Meeting: @CRMUG, #CRMUGDC, #CRMUGReporting @CRMUG
CHECK IN! § Use i. Pad up front or go to this URL: http: //goo. gl/forms/4 Ai. N 0 e. So. SJ @CRMUG
AGENDA 8: 30 – 9: 00 Registration & Networking 9: 00 – 9: 20 Chapter Business & Introductions Member Showcase: 3 c. Logic, the Value 9: 20 – 10: 00 of good Data 10: 00 – 10: 15 Break Educational Session: Custom 10: 15 – 11: 00 Reporting 11: 00 – 11: 15 Break 11: 15 – 12: 00 Roundtables & Networking @CRMUG
GET TO KNOW YOUR CRM PEERS Introductions ‒ ‒ ‒ ‒ Name Company (describe Company/Industry) Your role in the company What version are you on? Did you attend Summit this year? What do you hope to accomplish by attending the user group? BLIZZARD BLITZ: What did you do during the snow? How many inches did you get? Tweet the most interesting thing you hear or the person you are most excited to network with using @crmug, #CRMUGDC @CRMUG
CHAPTER BUSINESS & NEWS FOR Q 1 § Local Chapter Announcements: ‒ Next Meeting: May 11, 8: 30 am-12: 30 pm (Register Here!) ‒ Location: Microsoft Office Chevy Chase, MD ‒ Topics: Service (Out of the box service module, Field One, Convergence Takeaways) § It Takes a Village… marketing campaign in targeted regions to grow attendance ‒ Targeting Facebook, Twitter, Linked. In ‒ General demand generation to grow chapters in all CRMUG § Check out our New Home Page on Collaborate – Quick Links! § Update your Profile on Collaborate! § Early Bird Pricing for Summit ends 4/28/16 § Vanity URL www. crmug. com/Washington @CRMUG 6
Join CRMUG 26, 000 of your Dynamics CRM peers are waiting for YOU to join the Community! Your Peers are saying…. Get Started Now Enroll Online … www. crmug. com/join Have Questions? Contact Bryan Erstad, CRMUG Membership Manager 877 -324 -8880 x 1450 bryan@crmug. com Connect, Learn, Share ü ü ü Attend one of the hundreds of live or on-demand skill building webinars Participate in local chapter meetings and engage with other Users Access some of the 200 educational events year round Collaborate: Exclusive online social community for CRM users with over 10, 000 discussions happening now Save on CRMUG explore Summit Registration engage elevate
CHAPTER LEADERSHIP GREAT! Chair Co-Chair VP of Membership VP of Communication VP of Programming @CRMUG BE A PART OF SOMETHING REALLY § FACT: The most successful chapters have strong leadership teams. § BENEFIT: Energize Leadership Training available ONLY to chapter leaders. Develop your professional skills – public speaking, leadership, communication, organization, conflict resolution, and many more skills. § IMPACT: Chapter Leaders have significant reach within the Dynamics CRM Community. Leaders are respected for their hard work and devotion to helping individuals and organizations attending meetings. Roles: Chair, Co-Chair, VP of Membership, VP of Communication, VP of Programming Take Action: Contact your chapter leader or email CRMUG Chapter Manager, Gretchen Ingbretson, gretchen@crmug. com
Join your CRMUG Chapter Community Receive meeting updates from your chapter leaders Access presentation materials from the meeting Network with local CRM users Find your community at www. crmug. com/<city> @CRMUG Example: www. crmug. com/boston
SUMMIT 2015 STATS @CRMUG 10
@CRMUG 11
OCTOBER 11 -14, 2016 TAMPA, FLORIDA REGISTRATION NOW OPEN. SAVE UP TO $400 BY REGISTERING BY WWW. CRMUGSUMMIT. COM explore engage elevate 4/28/16.
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CRMUG 4 X 4 WEBINAR SERIES § Quick “Coffee Break” webinars for 30 minutes § 4 speakers each sharing tips on a particular topic § Topics such as getting started with workflows, planning your upgrading, choosing a marketing automation tool, security, etc. § More details at https: //www. crmug. com/engage/webinars @CRMUG 14
THANK YOU TO OUR ANNUAL CHAPTER SPONSORS! Connect with us if you are interested in becoming a chapter sponsor! Deneen Dardis : deneen. dardis@dynamiccommunities. com @CRMUG 15
2016 LAUNCH PARTY CRMUGDC Chapter Launch Party Jan 21, 2016 Higher Logic, Arlington @CRMUG
GREAT TURNOUT! § Get more info in the Blog Recap! @CRMUG
THANK YOU TO HIGHER LOGIC @CRMUG 18
PROMOTED 4 DMV CHAPTERS Chapter Hashtag Website Next Meeting Washington, DC (Chevy Chase, MD) #CRMUGDC CRMUG. com/Washington Wednesday Feb 24 - Data/Reporting focused Baltimore, MD #CRMUGMD CRMUG. com/Baltimore TBD Richmond, VA (Glen Allen, VA) #CRMUGRVA CRMUG. com/Richmond Thursday Feb 11 Reston, VA #CRMUGVA CRMUG. com/Reston Thursday Feb 25 there will be lunch @CRMUG 19
GREAT NETWORKING @CRMUG 20
AND MANY ANSWERED QUESTIONS @CRMUG 21
MEMBER SHOWCASE Guillaume Seynhaeve 3 c. Logic The Value of Data – 3/25/2016 @CRMUG
@CRMUG
Your CRM is a Powerful Tool @CRMUG
But arguably the most crucial component of the CX is something CRMs do not inherently provide… @CRMUG
The Human Touchpoint @CRMUG
Voice is not dead As digital channels become more popular, Forrester predicts that voice will increasingly become an escalation channel… -Forrester @CRMUG
As inquiries become more complex, customers increasingly prefer speaking with a real person on the phone -American Express Global Customer Service Barometer @CRMUG
CRM + Contact Center Solution Buyer’s Journey @CRMUG
What if your CRM could solve…. Complete access to my teams activities automatically tracked, accessible, and reportable in real time within Dynamics. I already have a Cisco System but its too complicated and expensive to add a call center with all the bells and whistles. I would like to configure one solution and have it apply to others. I need to intelligently route customers to the most skilled and available fulfiller. I want a cloud solutions without compromising my security requirements. I need customer calls automatically stored in Dynamics and readily available for training, QA, and compliance. . I want to manage my call center without relying on corporate IT. I want to use my own telephony provider or carrier. CUSTOMER @CRMUG CONFIDENTIAL - DO NOT www. 3 clogic. com
3 CLogic/Microsoft Dynamics Demo @CRMUG CONFIDENTIAL - DO NOT www. 3 clogic. com
Call Center Solutions Inbound Multichannel Communications Voice Advanced Cloud Call Center Features Predictive Dialer Click-2 -Call Outbound Email Chat Blended Real-time Dashboards Customizable Reports Preview-pop Skills-based-Routing Intelligent IVR ACD Advanced Scripting SMS @CRMUG Call Center Reporting & Analytics Call Recordings CONFIDENTIAL - DO NOT www. 3 clogic. com
3 CLogic/Microsoft Dynamics Screenshots @CRMUG CONFIDENTIAL - DO NOT www. 3 clogic. com
Microsoft Dynamics Integration (Agent Interface) Agent Call Controls Microsoft Dynamics Customer Records Campaign/Project @CRMUG CONFIDENTIAL - DO NOT Manual Dial-pad www. 3 clogic. com 34
3 CLogic Advanced IVR (Supervisor Interface) Intelligent Multiqueue Routing Capabilities Ability to Setup and Run Database Dips Simple Drag. Drop IVR Interface Ability to Accept 3 rd Party Workflow Engines @CRMUG CONFIDENTIAL - DO NOT www. 3 clogic. com 35
3 CLogic Dynamic Scripting Engine (Supervisor Interface) Input Fields Options (i. e. : Text, Dropdown, Radio, etc. ) Page Navigation within Script Dynamic Branching Capabilities Click-Drag-Drop Format Auto-update CRM and/or Database @CRMUG CONFIDENTIAL - DO NOT www. 3 clogic. com 36
Screenshots 3 CLogic Call. Reporting Center Reporting (Supervisor Interface) Data Filtering Options Click-Drag-Drop Format Tool Bar (i. e: XLS, CSV, Save) Multiple Graphing and Statistics Options Call Data and Business Relevant Inputs Auto-Populating Reports MDX Link (access to underlying code) @CRMUG CONFIDENTIAL - DO NOT www. 3 clogic. com 37
QUESTIONS? @CRMUG
BREAK Tweet during Today’s Meeting: @CRMUG, #CRMUGDC, #CRMUGReporting @CRMUG
CUSTOM REPORTING FOR DYNAMICS CRM Austin White & David Bujard Blackstone Technology Group February 24 th, 2016 @CRMUG
BLACKSTONE TECHNOLOGY GROUP § Mobile & Digital Platform Implementation Services § Saa. S Cloud Services § IT Optimization & Agility § Enhanced Cyber Security § Complex Digital Integration § Quality Assurance Efficiency and Test Automation § Agile Methods – Implementation & Coaching § Microsoft Dynamics CRM Solutions www. bstonetech. com @CRMUG
OVERVIEW § Intro to Custom Reporting § CRM Report Wizard vs. SQL-Based Custom Reports § Why Custom Reporting with CRM? § Case Study – Top 100 U. S. Bank § Quick Demonstration – Creating a Custom Report § Tips & Tricks – Data Extraction § Questions? @CRMUG 42
DYNAMICS CRM REPORTS Microsoft Dynamics CRM includes a number of reports that provide useful business information to users § Included reports are based on Microsoft SQL Server Reporting Services (SSRS) and provide the same set of features that are available for standard Microsoft SSRS reports § Microsoft Dynamics CRM report data and formatting are contained within. rdl files @CRMUG 43
CUSTOM REPORTING There are two types of custom reports in Dynamics CRM: SQL-Based § Use SQL queries to securely retrieve data for reports from filtered views defined by the system. SQL-based reports can only be deployed to on-premise installations of Dynamics CRM Fetch-Based § Use Fetch. XML queries to retrieve data and can be deployed to either Dynamics CRM Online or Dynamics CRM on-premise installations. @CRMUG 44
CRM REPORT WIZARD Changing Report Type allows the user to either upload an. rdl file or create a new report via the Wizard Click ‘Report Wizard’ to launch report builder Provide a description for your report Identify the record types you are reporting on @CRMUG Provide a display name for your report If the report you are creating is a sub-report, identify the parent report Assign your report to one or more functional categories Choose where users will be able to access this report 45
CRM REPORT WIZARD Choice of starting a new Fetch. Based report from scratch or using an existing report Lookup existing reports to use as a template for building your new report If choosing an existing report, the user may also decide to overwrite the old report with the report they are about to create @CRMUG 46
CRM REPORT WIZARD Provide a name and description when creating a new report Select the Record Types that will power the data for the report – Maximum of 2 record types per report @CRMUG 47
CRM REPORT WIZARD Use the standard CRM view wizard to create the parameters for determining what data will be returned in the report @CRMUG Ability to select a preexisting filter view for the chosen record types or start fresh 48
CRM REPORT WIZARD You can create data groupings for cleaner report organization You can add display columns to your report that correspond with the record types chosen for the report. User can add columns one at a time or in bulk through the ‘Common Tasks’ @CRMUG Change the column and data grouping layout order Use the Common Tasks for configuring the layout for your report data 49
CRM REPORT WIZARD The users have the ability to have a chart accompany their report and can format the chart to be interactive or simply accompany the table display for the report @CRMUG 50
CRM REPORT WIZARD Users can print the report or export the data into various formats (. csv, PDF, Word, Excel) After a report has been created, users have the ability to manipulate the filter criteria at will and generate new outputs @CRMUG 51
SQL-BASED REPORTS § Dynamics CRM data and metadata are stored in a Microsoft SQL Server database (<organization_name>MSCRM) on the server that is running the CRM installation § SQL-Based reports for Dynamics CRM use the filtered views provided for each entity to pull data for the reports § Filtered views are fully compliant with the Dynamics CRM security model @CRMUG 52
SQL-BASED REPORTS How to get started: § Microsoft Visual Studio § SQL Server Reporting Service installed on CRM Server § Download SQL Server Data Tools (SSDT) for Visual Studio* § Download SSDT – Business Intelligence for Visual Studio* § Download Data-Tier Application Framework* *Downloads must correspond to the version of Visual Studio. All downloads are available through the Microsoft @CRMUG 53
SQL-BASED REPORTS After opening Visual Studio, Create a New Project @CRMUG 54
SQL-BASED REPORTS If you’ve installed all the proper programs, you should see the Business Intelligence Template – Select Reporting Services @CRMUG You have a choice between either building your custom report with the Report Wizard or starting with a blank Report Server Project 55
SQL-BASED REPORTS After creating your project, Add a new item to your report and select Report @CRMUG 56
SQL-BASED REPORTS Your report data consists of Built-in Fields, Parameters, Images, Data Sources and Datasets – Configure the Data Source to point to your CRM database and build your SQL queries to build your datasets @CRMUG This space is where you will build out the visual display for your report. You can adjust the size of the template as needed 57
SQL-BASED REPORTS Select the server where your CRM is installed on and select your authentication type Select your CRM database and test the connection. If there are no issues, press OK Set your Connection Type and either enter your connection string into the text box or click on ‘Edit’ for the guided connection manager @CRMUG 58
SQL-BASED REPORTS After setting up your Data Source, Right Click on Datasets from the main view and add a new Dataset Give your Dataset a name and make sure the proper Data Source is configured You can edit your dataset properties by applying filters, changing Field Labels and incorporating parameters Enter in your SQL query into the textbox and click ‘Refresh Fields’ to confirm the query is valid. You may also use the Query Designer to assist in building your queries @CRMUG 59
SQL-BASED REPORTS You can see the configured Data Source(s) and Datasets in the sidebar. To edit, simply right click the property to open the configuration menus @CRMUG Once you start building parts of the visual display, you can preview what your report will look like without having to deploy the report To insert a table view, right-click in the report area and insert a report object. Manually enter the column headers and right click in the data cell to associate a Dataset component 60
SQL-BASED REPORTS @CRMUG 61
SQL-BASED REPORTS Customized Font Type/Color Import image files to brand your report Include report metadata to show information such as who ran the report and when it was run @CRMUG 62
BENEFITS OF SQL-BASED REPORTS § Not limited in how many record types you can compare or how you compare them ‒ Example: A Customer Summary report that includes their general information, a summary of their financial accounts, past/present opportunities associated with the customer, recent activities, etc. § Ability to customize the template with your corporate branding § Can source in additional data from other databases to complement the data you capture in CRM § Apply calculation statements to your SQL queries for revenue projections, scoring metrics, etc. ‒ Example: Case Study @CRMUG 63
CASE STUDY: TOP 100 U. S. BANK § Top 100 U. S. Bank’s Wealth Management division employs a number of Associate Client Advisors (ACA) whose primary job function are to connect potential clients with Senior Advisors. § The client uses Microsoft Dynamics 2013 (on-premise) and currently has all of its employees track their activities (Phone Calls, Emails, Tasks, Appointments) in CRM. § The client was seeking a report that pulls the ACAs’ activities related to soliciting prospective clients as well as apply their point-scoring scale that applied to the different responses (Answered, Declined, Scheduled an Appointment, etc. ) for each ACA. @CRMUG 64
DEMONSTRATION @CRMUG 65
TIPS & TRICKS – DATA EXTRACTION @CRMUG 66
QUESTIONS? Austin White David Bujard awhite@bstonetech. com dbujard@bstonetech. com (540) 846 -4506 (703) 209 -1209 @CRMUG 67
BREAK Tweet during Today’s Meeting: @CRMUG, #CRMUGDC, #CRMUGReporting @CRMUG
ROUNDTABLE DISCUSSION @CRMUG
DISCUSSION OPPORTUNITIES § What are your primary reporting tools? How are they helping? What’s missing? § Are you using Out of the Box Reports? Custom Reports? § What are your main reporting challenges? § Who is the audience for your reports? What data are they looking to see? § What is the next step? § What is your takeaway from today? @CRMUG
Q&A @CRMUG
WHAT WAS HOT – Q 4 2015 • • User Training - It Doesn't Have to Be Boring! Best of CRMUG Summit 2015: Make the Most Out of CRM’s Recent Update One. Source Dynamic Duo Series: CRM for Outlook & CRM App for Outlook – End User Focus One. Source Dynamic Duo Series: Power Up Your CRM with Power BI One. Source Dynamic Duo Series: CRM for Outlook & CRM App for Outlook – Administrator Focus What’s New in the SDK for Developers Best of CRMUG Summit 2015: CRM Superhero’s Tips, Tricks, and Toolbox One. Source Dynamic Duo Series: CRM + Excel = Dynamite! @CRMUG
REMINDER - NEXT MEETING! § Date: May 11, 2016 § Time: 8: 30 am -12: 30 pm § Place: Microsoft Office, Chevy Chase, MD § Topics: Service Register now: https: //www. crmug. com/widgets/generic? cobaltsrc=https%3 a%2 f%2 fdcicrmugport al. cobaltsaas. com%2 f. Meetings%2 f. Registration%2 f. Meeting. Details. aspx%3 fmid%3 dc 73741 df-4198 -4046 -a 836 -0720707 bfbd 9 @CRMUG
FEEDBACK…. WE WANT YOURS! Don’t forget the survey! ü You will receive a survey via email after the meeting üPlease provide feedback. Your opinion is valued! üBe sure to include topics you would like to see covered in future meetings @CRMUG
THANK YOU FOR PARTICIPATING! @CRMUG
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