WELCOME Microsoft Dynamics CRM User Group CRMUG Dallas

WELCOME! Microsoft Dynamics CRM User Group (CRMUG®) Dallas, TX Chapter Meeting @CRMUG

AGENDA 12: 00 – 12: 15 Arrival and Networking 12: 15 – 12: 30 Chapter Business & Introductions Member Showcase – Robert 12: 30 – 1: 00 Mc. Anally (Biz. Net Software, Inc. ) Issue Tracking Entity and Workflows 1: 00 – 1: 30 Roundtables @CRMUG

NEXT MEETING? § Date: February 10, 2016 § Time: 12: 00 -1: 30 pm § Place: Employ. Bridge § Topics: TBD @CRMUG

GET TO KNOW YOUR CRM PEERS Introductions ‒ ‒ ‒ Name Company (describe Company/Industry) Your role in the company What version are you on? What do you hope to accomplish by attending the user group? If you could have one super power, what would it be, and why? Tweet the most interesting thing you hear or the person you are most excited to network with using @crmug, #crmug. DFW @CRMUG

Join your CRMUG Chapter Community @CRMUG Join our Chapter Community today to receive updates and access to the content library with presentation materials.

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CHAPTER LEADERSHIP BE A PART OF SOMETHING REALLY GREAT FACT: The most successful chapters have strong leadership teams. BENEFIT: Ignite Leadership Training available ONLY to chapter leaders. Develop your professional skills – public speaking, leadership, communication, organization, conflict resolution, and many more skills. I WANT YOU FOR CHAPTER LEADERSHIP @CRMUG 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 CRMUG Connect, Learn, Share 23, 000 of your Dynamics CRM peers are waiting for YOU to join the Community! Your Peers are saying… Enroll Online … www. crmug. com/join v Attend one of the hundreds of live or on-demand skill building webinars v Participate in local chapter meetings for free v Access some of the 200 educational events year round v Collaborate: Exclusive online social community for CRM users v Save on CRMUG Summit Registration: up to $500 discount person explore Get Started Now Kylie Kiser Financial Services Firm Washington DC Being a member of CRMUG means… “learning from others to avoid mistakes and common pitfalls, relating and making connections with other users, and interacting with best minds in industry” engage elevate Have Questions? Contact Bryan Erstad, CRMUG Membership Manager 877 -324 -8880 x 1450 bryan@crmug. com

INcomparable Learning INnovative Ideas OCTOBER 11 -14, 2016 Tampa, Florida INfinite Experience #INtampa 16 @CRMUG @GPUG #CRMUGSummit www. crmugsummit. com 9

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 10

CRM Support entity CRMUG Robert Mc. Anally – Biz. Net Software 13 January 2016

Default View (Active CRM Support)

Creating a new Ticket

Highlighted areas • Subject – the concise version of the issue, request, etc. • Contact You? – if Yes, has Process to email the Submitter

Highlighted areas • Approval Needed? – if the Ticket will involve changes outside the Submitter’s department, I will check this • This will allow me to select the affected Department’s Manager, and will send an email of the Ticket to them for review & approval

Highlighted areas • Type = Issue, Request, Change or Suggestion • also for Projects (e. g. , lasting more than 30 days), which I will enter myself • OKRs (Quarterly Goals) also listed here • Priority (to Expected On field) • High = 1 business day • Normal = 7 business days • Low = 21 business days • Projects, OKRs and Suggestions do not require this field

Highlighted areas • Microsoft Assistance? and 3 rd Party Assistance? • will make required: • Department / 3 rd Party • Support ID • Support Notes • 3 rd Party = outside / non-Microsoft plug-ins, etc. • Project Information = in-depth description of the Project

Highlighted areas • Description – required upon creation; multi-line text area for fuller description of the issue, etc. • Resolution / Action • Resolution – is required if Resolved? is Yes; brief synopsis of the steps to resolve the Ticket • Action – is optional if Resolved? is Yes • instructions for the end-user • prerequisites that are pending • etc.

ROUNDTABLE DISCUSSION @CRMUG

FEEDBACK A survey will be sent within 24 hours of the meeting. If you tweet, let us know how it went @crmug, #crmug. DFW @CRMUG