2016 Q3 by Dynamic Communities, Inc

Q3 2016 â&#x20AC;¢ www.crmug.com

Service All About

Customer Service Best Practices

Optimizing User

Adoption

MAPLYTICS

Locational Intelligence SimpliďŹ ed! A Map tells you where your business had been, where it is currently, and where it is going - in a sense it's three tenses in one.

Plot Records

android lead business analyst ceo data analyst

Plot Records

Cluster map Search Option By Location

Current Location Silver lake Golf Course, Staten Island, New

Proximity 2

Mile

Select Datasource My Open Leads

Lead

Select Category Job Title

Make your Dynamics CRM Data visible on maps, book & Manage Appointments, Optimize Route and much more! Mobile Compatibility

Radius Search

Geo-Coding CRM Data

Route Optimization

Appointment Planner

Real Time Data Analytics

Connect with us for further details: crm@inogic.com www.maplytics.com

Special Discount: Use #MAPCRMUG16 while communicating with us to get 10% off

contents Q3 2016 www.crmug.com

Tweet It! When you finish reading, share your favorite article on Twitter, #CRMUG.

Q3 2016 • WWW.CRMUG.COM

Service All About

CUSTOMER SERVICE

Best Practices

Optimizing User

ADOPTION

In Every Issue 5 From the Chairman 7 From the Director 8 Events 10 Meet Your Peers 13 Welcome to Our New Members 14 Chapter News 23 Volunteer of the Quarter: Rachel Espy 25 Find the Logo Contest 31 On Topic 35 Name That Photo Contest 45 Trending Topics 57 Word Find 59 What’s New on the CRMUG Website 67 Academy Corner 69 The CRM List, from The Partner Channel Features 16 Humans of CRMUG

18 22

Jessica Forsyth

Whispers on the Wind Tips & Tricks Finding the Functions in Power BI

24 New Community on the Block Check out pbiug.com

Advertiser Index

Microsoft Member Showcase Abby Gunning

Plotting Your Training Strategy

36 37 40

A Preview of CRMUG Summit 2016

ClickDimensions. . . . . . . . . . . . . . . . . 12

32 Tips & Tricks Word Templates in Microsoft Dynamics CRM

CRMUG Chapter Sponsors. . . . . . . . . 34

CRMUG Summit . . . . . . . . . . . . . . . 9, 68

VAR Partner Solution Showcase AKA Enterprise Solutions

42 46 48 50 52

To Upgrade or Re-implement

54 56

Surfing the Curve

MSCRM-Addons . . . . . . . . . . . . . . . . . . 6

CRMUG European Congress Thank You to our Sponsors

PowerObjects, an HCL Company. . . . 76

Industry Showcase Food and Beverage

Resco.net. . . . . . . . . . . . . . . . . . . . . . . . 4

62 A Customer Community Shapes Your Customer’s Experience

The Portal Connector . . . . . . . . . . . . . 17

Globe Software. . . . . . . . . . . . . . . 38-39 Higher Logic . . . . . . . . . . . . . . . . . . . . 47 Inogic . . . . . . . . . . . . . . . . . . . . . . . . . . . 2 KTL Solutions, Inc.. . . . . . . . . . . . . . . . 21

Chapters at Summit 2016

Chapter Sponsor Showcase Recapping CRMUG European Congress Customer Service Best Practices ISV Partner Solution Showcase QGate Software Tips & Tricks Promote to Admin Explained

Tips & Tricks Those Pesky Queries in Advanced Find Q3 2016 | 3

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Goingfrom to the the Next Level... crmug chairman

letter

Sherry Linares

Growing in Strength and Numbers

Andreas Kraemer hat an exciting time to be a CRMUG® Member! European Congress is

behind us, Summit is ahead of us, and we keep growing and growing.

W CRMUG European Congress was a great success and a wonderful start

for an annual gathering of CRMUG members in Europe. Thank you

to all who helped plan and execute the event. User Group Members from across Europe got

together to learn, share, and connect. This was clearly a User-driven Congress, and it started

and ended with lots of excitement. Jumping back to the U.S., we have our own large event coming up soon, the annual

CRMUG Summit. As I wrote this intro letter for the Q3 Magazine, registration numbers are

higher than ever before. Hotels are filling up, the agenda and session schedule are published,

and social media is starting to buzz. We expect more than 1,000 CRMUG attendees, which

will be a new record. Microsoft is spreading the word and will contribute extremely valuable

content to Summit. You’ll hear the latest and greatest about the future of Microsoft Dynam-

ics CRM and have the opportunity to participate in the Microsoft CRMUG Influencer ses-

sions (my favorite part of the event), where you can give immediate feedback to research and

product management. This is your chance to voice your opinion and give important feedback.

Don’t miss it!

Aside from all the excitement about our growth and Summit, take some time to relax, sit

back, and read this issue of CRMUG Magazine. You will find a lot of useful, hands-on infor-

mation that might just trigger some great ideas for your own implementations.

I look forward to seeing you in Tampa! Sincerely,

Andreas Kraemer Chairman, CRMUG Advisory Board

Q3 2016 | 5

Goingfrom to the the Next Level... crmug director

letter

Sherry Linares

Learning Opportunities abound

Tony Stein t is interesting to note that last year your User group, CRMUG®, called upon all

those of good will and servanthood who in turn helped deliver more than 600

opportunities (629 to be exact) for Users to connect, learn, and share something

share in a session or training, I offer a sincere thank you for helping others do more with

around Microsoft Dynamics CRM. This came in the form of event session

breakouts, chapter meetings, virtual webinars, and Academy offerings. To all who helped

Microsoft Dynamics CRM!

Local CRMUG chapters have continued to grow throughout 2016, and I’m really excited

about the CRMUG virtual events that keep evolving and delivering great content. We’ve

seen innovative “ask the expert” panel discussions, including a “4x4 series” where Users have

shared more than 30 topics relating to various aspects of Microsoft Dynamics CRM. Related

to the “Tech Talks with Microsoft” series, Microsoft Dynamics CRM support engineers

delivered excellent Outlook troubleshooting and performance topics. In addition, continued

innovation of Microsoft Dynamics CRM paved the way to a “CRM 2016” series that discussed

new capabilities and features that hopefully we all will utilize very soon. All that, plus fun innovation from CRMUG as we introduced a more robust search-enabled

webinar recordings library where you can index and browse upon the hundreds of innovative

and peer-to-peer sharing recordings from past CRMUG virtual events. (And then there’s

CRMUG Summit 2016; see you in Tampa!)

Whatever you fancy, there is no doubt that an opportunity exists for you to learn something

through your CRMUG membership. Thank you for your continued sharing, learning, and

collaborating.

Sincerely,

Tony Stein

CRMUG Director

Q3 2016 | 7

sessions meetings courses

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UG UG RM RM C G MU M CR C UG U RM CR G C G M C G M U C R C U R C M G M R C G U M R G C UG MU RM CR G C UG MU RM CR C G UG M RM C U R C U U R C G U M G M R C G R M M RM C G U M CR C UG UG RM R G C G MU M CR C UG U RM CR G C UG MU RM CR C UG U G M U R C G U G R C G U M R U C U M R R CR G UG M RM C G U MU CR CR G UG RM RM C G MU M CR C UG U RM CR G C G MU M CR C M C G M U G M U R C R U C G U M C R C G M RM U R M R C G U M R C G U M R C G U M R C G U M CR C G U M R U G C C R CR G UG M RM C G U MU R CR G UG M RM C G U M R C G U M R C G U M R C UG U M U M R C G U M R C G U M R C G U C R C G G MU M C G M U M CR C G U M R C UG U RM R G G M U C R R CR G UG M RM C G U MU CR CR G UG RM RM C G U M CR C UG U RM CR G C G MU M CR C UG U RM C M M CR C UG U RM CR G C G MU M CR C UG U RM CR G C UG MU RM CR G C UG MU RM CR G UG MU RM C G C UG U C R CR G UG M RM C G U MU R CR G UG M RM C G U M R C G U M R C G U M CR C G U RM R M U C G UG M RM C G U M R C G U M R C G U M R C G G MU M C U M CR C G U M R C UG U RM R G M U C R R CR G UG M RM C G U MU CR CR G UG RM RM C G U M CR C UG U RM CR G C G MU M CR C UG U RM CR G C U M M U R CR G C U R CR G UG M RM C G U MU R C G UG M RM C G U M R C M G M U C U G M U C R G M C U R C R CR G UG M RM C G U MU CR CR G UG RM RM C G U M CR C UG U RM R G C G MU M CR C UG U RM CR G C UG M M U C G UG M RM C G U M R C G U M R C G U M R C R C G G MU M C U M CR C G U M R C UG U RM R G U M C R C R CR G UG M RM C G U MU CR CR G UG RM RM C G U M CR C UG U RM R G C G MU M CR C UG U RM CR G C UG MU R G M M C G R M U C G M R U G U C U R C M G M U M RM C U C G UG M RM C G MU M CR C UG U RM CR G C G MU RM CR C UG U RM CR G C R CR G C U R G U C U G R G M M C U R M RM C G U M CR C UG UG RM R G C G MU M CR C UG U RM CR G C G MU RM CR C UG U RM CR G C UG MU RM CR G C UG MU M R C G U M R C G U M R C G U M R C G U M R C G U M R U M R C C G U R C U G R CR G UG M RM C G U MU R CR G UG M RM C G U M R C G U M R C G U M R C G U M R C G U M CR M M CR C UG U RM CR G C G MU M CR C UG U RM CR G C UG MU RM CR G C UG MU RM CR G UG MU RM C G C UG MU RM CR G UG M U C R C U G C M G M R G M C G U R CR G UG M RM C U R M C UG UG RM RM C G MU M CR C UG U RM CR G C G MU M CR C UG U RM CR G C UG MU RM CR G C UG MU RM CR U G M U M CR C G U RM R R G M C G U U C R R CR G UG M RM C G U MU CR C UG UG RM RM C G MU M CR C UG U RM CR G C G MU M CR C UG U RM CR G C UG MU RM CR G C UG M M C G U C G UG M RM C G U M R C G U M R C G U M R C G U M R C G M RM C U M CR C G U RM R R G M C UG U R U C R R CR G UG M RM C G U MU CR C UG UG RM RM C G MU M CR C UG U RM CR G C G MU M CR C UG U RM CR G C UG MU RM CR G C UG MU R M R G C G U M C R C U R C M G M R C G U M R G C UG MU RM CR C UG MU RM CR G C UG MU RM CR G C UG MU RM CR G UG MU RM C G C C G UG M R C U R C U R U C M R C G M U G M R G M C R U M RM C G U M CR C UG UG RM R G C G MU M CR C UG U RM CR G C G MU RM CR C UG U RM CR G C UG MU RM CR G C UG MU RM CR G UG MU C M G M U R G M C G U R C G U M R U C R G R CR G UG M RM C G U MU CR C UG UG RM RM C G MU M CR C UG U RM CR G C G MU M CR C UG U RM CR G C UG MU RM CR C UG MU RM CR G M U C G UG M RM C G U M R C G U M R C G U M R C G U M R C G U M R C G G M RM C U M CR C G U M R R G M C UG U R U C R G R CR G UG M RM C G U MU CR CR UG UG RM RM C G MU M CR C UG U RM CR G C G MU M CR C UG U RM CR G C UG MU RM CR C UG MU RM CR G C U M C G U M R C G U M R C G U M R C G U M R C G U M R C G U M R M U C R C U R C M G M U R C G M G M U R G G M C G U R U C U R G R CR G UG M RM C G U MU CR C G UG RM RM C G MU M CR C UG U RM CR G C G MU M CR C UG U RM CR G C UG MU RM CR C UG MU RM CR G C UG M U C G UG M RM C G U M R C G U M R C G U M R C G U M R C G U M R C R C G G MU RM C U M CR C G U M R R C UG U R G M U C R G R CR G UG M RM C G U MU CR CR G UG RM RM C G MU M CR C UG U RM CR G C G MU M CR C UG U RM CR G C UG MU RM CR C UG MU RM CR G C UG MU R M C G M U G M U C R C U R C M C G UG M RM C G U M R C G U M R G C G MU RM CR C UG U RM CR G C UG MU RM CR G C UG MU RM CR G C UG MU RM CR G C UG MU RM CR G U R U R G G M G M U G M C G U M R R C G U M R U C R G U M M C U C G C UG MU RM CR G UG M RM C G C U MU CR CR G UG RM RM C G U M CR C UG U RM R G C G MU M CR C UG U RM CR G C G MU RM CR C UG U G R M U M RM C G U M CR C UG UG RM RM G C G MU M CR C UG U RM CR G C G MU RM CR C UG U RM CR G C UG MU RM CR G C UG MU RM CR G C UG MU RM CR G U M R C C G U M G U R C G R M U G U R G M M C R U G R M U C U M G UG M RM C G U M R C G UG M R C G U M CR C G U RM R C G U M CR C UG U RM R G C G MU M CR C UG U RM CR G C G G M U R C G U G M R C G U M R U C U M R G R CR G UG M RM C G U MU CR CR G UG RM RM C G MU M CR C UG U RM CR G C G MU M CR C UG U RM CR G C UG MU RM CR C UG MU RM CR M C G U M R C G U M R C G U M R C G U M R C G U M R C G U M M U C R C G U R C M G M U R C G U M G M U R C G G UG RM RM C G U M CR C UG UG RM R G C G MU M CR C UG U RM CR G C UG MU RM CR C UG MU RM CR G C UG MU RM CR G C UG MU RM CR G C G M U R C G U G M R C G U M R U C U M R G R CR G UG M RM C G U MU CR CR G UG RM RM C G MU M CR C UG U RM CR G C G MU M CR C UG U RM CR G C UG MU RM CR C UG MU M C G M U G M U R G M C R U C G U M C R C U R U MU R CR G UG M RM C G U MU R C G UG M R C G U M CR C G U M R G C G MU RM CR C UG U RM CR G C UG MU RM CR G C G M G M M R U G M C G U M R R C G U C R U M C U C G C UG MU RM CR G UG M RM C G C U MU CR CR G UG RM RM C G U M CR C UG U RM R G C G MU M CR C UG U RM CR G C G MU G R M U M RM C G U M CR C UG UG RM RM G C G MU M CR C UG U RM CR G C G MU RM CR C UG U RM CR G C UG MU RM CR G C UG MU RM CR G U M R C C G U M G U R C G R M U G G UG M RM C G U M R C UG UG RM R C G MU M CR C UG U RM CR G C G MU RM CR C UG U RM CR G C UG MU RM CR G C UG MU G M U R C G U G M R C G U M R U C U M R R CR G UG M RM C G U MU CR CR G UG RM RM C G MU M CR C UG U RM CR G C G MU M CR C UG U RM CR G C UG MU RM CR M G M U M U R G M C R C G U U MU CR CR G UG M RM C G U MU CR C UG UG RM R G C G MU M CR C UG U RM CR G C G MU RM CR C UG U RM CR G C UG G M G M M R U G M C G U M R R C G U C R U M C C G C UG MU RM CR G UG M RM C G C U MU CR CR G UG RM RM C G U M CR C UG U RM R G C G MU M CR C UG U RM CR G R M U G M RM C G U M CR C UG UG RM RM C G MU M CR C UG U RM CR G C G MU RM CR C UG U RM CR G C UG MU RM CR G C UG U M R C C G U M G U R C G R M U G U R M C R U G M U C G UG M RM C G U M R C G UG M R C G U M CR C G U RM R C G U M CR C UG U RM R G C G MU RM G M U R C G U G M R C G U M R U C U M R R CR G UG M RM C G U MU CR CR G UG RM RM C G MU M CR C UG U RM CR G C G MU M CR C UG U RM CR G C UG M G M U M U R G M C R C G U U MU CR CR G UG M RM C G U MU CR C UG UG RM R G C G MU M CR C UG U RM CR G C G MU RM CR C UG U RM M G R M C G M U G M U G C G R U C R M R U C C G C UG MU RM CR G UG M RM C G C U MU CR CR G UG RM RM C G U M CR C UG U RM R G C G MU M CR C G R M U G M U R C R U C G M U C M RM C G U M R C G UG M RM C G U M CR C G U RM R C G U M CR C UG U RM R G C G MU R U M R C C G U M G U R C G R M U G U R M C R G M U C R C U R C G UG M RM C G U M R C G UG M R C G U M R C G U M R C G U M R C G U M R G C G M U R C G U G M R C G U M R U C U M R R CR G UG M RM C G U MU CR CR G UG RM RM C G MU M CR C UG U RM CR G C G MU M CR C UG U M G M U M U R G C R C G U U MU CR CR G UG M RM C G U MU CR C UG UG RM R G C G MU M CR C UG U RM CR G C G MU RM CR M G R M C G M U G M U R C R U C G M U C C G C UG MU RM CR G UG M RM C G C U MU CR CR G UG RM RM C G U M CR C UG U RM R G C G MU G R M U G M U R C R C G M U C R C U R M RM C G U M R C G UG M RM C G U M R C G U M R C G U M CR C G U M R C G U M R G U M U R C G G UG RM RM C G U M CR C UG UG RM R G C G MU M CR C UG U RM CR G C UG MU RM CR C UG MU G M U R C G U R C G U M R U C U M R R CR G UG M RM C G U MU CR CR G UG RM RM C G MU M CR C UG U RM CR G C G MU M CR M C G M U G M U R C R U C G U U MU R CR G UG M RM C G U MU CR C G UG RM R C G MU M CR C UG U RM CR G C G M G R M C G M U G M U R C R C G M U C R C U C G C UG MU RM CR G UG M RM C G C U MU R CR G UG M RM C G U M CR C G U RM R G R U M RM C G U M CR C UG UG RM RM G C G MU M CR C UG U RM CR G C G MU RM CR C UG U R C G U M G M U R C G UG RM RM C G U M CR C UG UG RM R G C G MU M CR C UG U RM CR G C UG MU RM G M U R C G U R C G U M R U C U M R CR G UG M RM C G U MU CR CR G UG RM RM C G MU M CR C UG U RM CR G C G M C G M U G M U R C R C G U R C U MU R CR G UG M RM C G U MU R C G UG M R C G MU M CR C UG U RM G M G M R U C G U M R R C G C U M C G C UG MU RM CR G UG M RM C G C U MU CR CR G UG RM RM C G U M CR C R U M RM C G U M CR C UG UG RM RM G C G MU M CR C UG U RM CR G C G MU R U M R C C G U M G U R C R G G UG M RM C G U M R C UG UG RM R C G MU M CR C UG U RM CR G C G M U R C G U R C G U M R C U M R CR G UG M RM C G U MU CR CR G UG RM RM C G MU M CR C UG U M G M U R C G C U R C G U M R C

events

The Learn & Engage section on www.crmug.com and the weekly CRMUG® Event Guide are your best sources for the latest CRMUG event information as this list is subject to change. Events are added weekly, so check back often and get registered for the next exciting CRMUG event.

CRMUG Pre-Conference Academy Training

October 9-11, 2016 Tampa, Florida

www.crmugsummit.com/event/academy-training

CRMUG Summit 2016

October 11-14, 2016 Tampa, Florida

www.crmugsummit.com

Academy Courses

December 8 JavaScript Development with

Microsoft Dynamics CRM Dec 2016

Chapter Meetings

September September September September September September September September September September September September September

October October October October October October October October

8 | CRMUG Magazine

December December December December December December

Webinars

September 15 Manage Customer Service with Microsoft

September 21 CRMUG Medic Wednesday: The Docs Are In! September 22 Marketing SIG Financial Services Solutions for Dynamics CRM

September 28 User Group Information & Orientation Microsoft Dynamics CRM Users

November 16 CRMUG Medic Wednesday: The Docs Are In! November 17 Marketing SIG Marketing Automation Solutions:

(September 2016)

November 30 User Group Information & Orientation

Vendor Comparison and Selection Methodology

December 1 CRMUG Mobility SIG: Topic TBD

(November 2016)

Check out the event calendar on www.crmug.com and click on “Learn & Engage.”

count us in.

COUNT ON SAVING UP TO $400 WITH CONFERENCE PRICING UNTIL OCTOBER 9. We know it’s in the company’s best interest to send as many people as possible [to Summit] because there is an overwhelming amount of information. There are so many different takes and unique experiences, and there really is a multiplying factor or ‘the more the merrier.’ When we came back we were able to huddle as different teams to discuss the connections we made and discuss learnings to make some headway as an organization. Sven Haynes, Director of Information Technology | Blendtec

OCTOBER 11-14, 2016 | TAMPA, FL #CRMUGSUMMIT | #COUNTONSUMMIT

G U M R C G U M R C R CR G UG M RM C G U MU CR CR M U R C G G MU M U M CR C G U M R R CR G UG M RM C G U MU CR C G UG R M C G U R G MU M C U M CR C G U M R C C R CR G UG M RM C G U MU CR CR G UG RM RM M M CR C UG U RM CR G C G MU M CR C UG U U C R CR G UG M RM C G U MU R C G UG M RM C G M C G U C G M RM C U M CR C G U RM R R C UG U R C R CR G UG M RM C G U MU CR C UG UG RM RM C G MU M M M CR C UG U RM CR G C G MU RM CR C UG U RM CR G C UG U C R CR G UG M RM C G U MU R C G UG M RM C G U M R M C G U C G UG M G M RM C U M CR C G U RM R R C UG U R C R CR G UG M RM C G U MU CR C UG UG RM RM C G MU M CR C U M U M RM C C G UG M RM R CR G C U R M G U C U G M U R C R C G R CR G UG M RM C G U MU CR C UG UG RM RM C G MU M CR C UG M U C G UG M RM C R C G G M RM C U M CR C G U M R R C UG U R C R CR G UG M RM C G U MU CR CR UG UG RM RM C G MU M CR C UG U R M C G G M U R C R C G U U R C M G M U M RM C U C G UG M RM C G MU M CR C R CR G C U R G U C U G M R C R M RM C G U M CR C UG UG RM R G C G MU M CR C UG U RM CR G C UG MU M R C G U M R C G U M R C G U M R C C G U R C U R CR G UG M RM C G U MU R CR G UG M RM C G U M R C G U M R M U M R C G U M U C R C G G MU M C G M U M CR C G U M R C UG U RM R G U C R CR G UG M RM C G U MU CR CR G UG RM RM C G U M CR C UG U RM CR G C M M U C G UG M R C G U M R R CR G C U R C M G M U C U M G R M U C G R U M C U R CR G UG M RM C G U MU CR CR G UG RM RM C G U M CR C UG U RM CR G C G M M U C G UG M R C G U M R C R C G G MU M C M U M CR C G U M R C UG U RM R U C R R CR G UG M RM C G U MU CR CR G UG RM RM C G U M CR C UG U RM CR G C G MU M C G M U C R C U R C M G M R C G U M R G C UG MU RM CR G C UG MU RM CR G C C G UG M RM C U R C U U R G M C U G R M C G G U M R M RM C G U M CR C UG UG RM RM C G MU M CR C UG U RM CR G C G MU RM CR C UG U G M U C G U M R G R C G U M R U C U R C R CR G UG M RM C G U MU CR CR G UG RM RM C G U M CR C UG U RM R G C G MU M CR G M M C U G R M U C R U G M C U C R C G U M R C M R C G U M R C G U M R C G U M R C G U M R C G U M R U G C C R CR G UG M RM C G U MU R CR G UG M RM C G U M R C G U M R C G U M R C U M U C G UG M RM C G U M R C G U M R R C G G MU M C U M CR C G U M R C UG U RM R G U M R C C R CR G UG M RM C G U MU CR C G UG RM RM C G U M CR C UG U RM R G C G MU M CR C UG M M CR C UG U RM CR G C G MU RM CR C UG U RM CR G C UG MU RM CR G C UG MU RM CR G UG MU RM C U C R CR G UG M RM C G U MU R CR G UG M RM C G U M R C G U M R C G U M CR C G U R M U C G UG M RM C G U M R C G U M R C G R C G G M M C G U M CR C G U M R M C UG U RM R U C R R CR G UG M RM C G U MU CR C UG UG RM RM C G U M CR C UG U RM CR G C G MU M CR C UG U RM C M M RM C U C G UG M RM C G U M R C G U M R C G U R CR G C U R M G U C U G U R G M M C U R C G R R CR G UG M RM C G U MU CR C UG UG RM RM C G MU M CR C UG U RM CR G C G MU M CR C UG U RM CR G M C G U C G UG M RM C G U M R C G U M R C G U M G M RM C U M CR C G U RM R R G M C UG U R U C R R CR G UG M RM C G U MU CR C UG UG RM RM C G MU M CR C UG U RM CR G C G MU M CR C UG U RM CR G C U M R C G M C G U R G M M C U R C G U R U R M G U M U M RM C C G UG M RM C G MU M CR C UG U RM CR G C G MU M CR C UG U RM R CR G C U R G U C U G M R G M C R U M RM C G U M CR C UG UG RM R G C G MU M CR C UG U RM CR G C G MU RM CR C UG U RM CR G C UG MU RM CR G C U M R C M R C G U M R C G U M R C G U M R C G U M R C G U M R C G U R C U R CR G UG M RM C G U MU R C G UG M RM C G U M R C G U M R C G U M R C G U M R C G U M U C G UG M RM C G U M R C G U M R C G U M R C G R C G G M RM C U M CR C G U M R R G M C UG U R U C R R CR G UG M RM C G U MU CR CR UG UG RM RM C G MU M CR C UG U RM CR G C G MU M CR C UG U RM CR G C UG MU RM C M M U C G UG M RM C G U M R C G U M R C G U M R C G U R CR G C U R C M G M U C U G M U R G M C G R U C U R G R CR G UG M RM C G U MU CR C G UG RM RM C G MU M CR C UG U RM CR G C G MU M CR C UG U RM CR G C UG MU RM CR M U C G UG M RM C G U M R C G U M R C G U M R C G U M R C G G MU RM C U M CR C G U M R R C UG U R G M U C R G R CR G UG M RM C G U MU CR CR G UG RM RM C G MU M CR C UG U RM CR G C G MU M CR C UG U RM CR G C UG MU RM CR C U M G M U M U R G M C R C G U U MU CR CR G UG M RM C G U MU CR C UG UG RM R G C G MU M CR C UG U RM CR G C G MU RM CR C UG U RM CR G C UG MU RM G M G M M R U G M C G U M R R C G U C R U M C C G C UG MU RM CR G UG M RM C G C U MU CR CR G UG RM RM C G U M CR C UG U RM R G C G MU M CR C UG U RM CR G C G R M U G M U R M RM C G U M CR C G UG RM RM C G U M CR C UG U RM CR G C G MU M CR C UG U RM CR G C UG MU RM CR G C UG MU R U M R C C G U M G U R C G R M U G U R M C R U G M U C R G C G UG M RM C G U M R C G UG M R C G U M R C G U M R C G U M CR C UG U RM R C G MU RM CR G C G M U R C G U G M R C G U M R U C U M R R CR G UG M RM C G U MU CR CR G UG RM RM C G MU M CR C UG U RM CR G C G MU M CR C UG U RM CR G C UG MU M G M U M U R G M C R C G U U MU CR CR G UG M RM C G U MU CR C UG UG RM R G C G MU M CR C UG U RM CR G C G MU RM CR C UG U RM CR G M G R M C G M U G M U R G M C G R U C R M U C C G C UG MU RM CR G UG M RM C G C U MU CR CR G UG RM RM C G U M CR C UG U RM R G C G MU M CR C UG U G R M U G M U R C R U C G M U C R G M RM C G U M R C G UG M RM C G U M CR C G U M R C G U M CR C UG U RM R C G MU RM CR U M R C C G U M G U R C G R M U G U R M C R U G M U C R G C U R C G UG M RM C G U M R C G UG M R C G U M R C G U M R C G U M R C G U M R C G G M U R C G U G M R C G U M R U C U M R R CR G UG M RM C G U MU CR CR G UG RM RM C G MU M CR C UG U RM CR G C G MU M CR C UG U RM CR M G M U M U R G C R C G U U MU CR CR G UG M RM C G U MU CR C UG UG RM R G C G MU M CR C UG U RM CR G C G MU RM CR C UG M G R M C G M U G M U R C R U C G R M U C R C G C G C UG MU RM CR G UG M RM C G C U MU R CR G UG M RM C G U M CR C UG U RM R C G MU M G R M U G M U R C R C G M U C R C U R C M RM C G U M R C G UG M RM C G U M R C G U M R C G U M R C G U M R G C UG C G U M R G U M U R C G G UG RM RM C G U M CR C UG UG RM R G C G MU M CR C UG U RM CR G C UG MU RM CR C UG MU RM G M U R C G U G R C G U M R U C U M R R CR G UG M RM C G U MU CR CR G UG RM RM C G MU M CR C UG U RM CR G C G MU M CR C U M C G M U G M U R C R U C G U M C R U MU R CR G UG M RM C G U MU CR C G UG M R C G U M CR C UG U RM R G C G MU RM M G R M C G M U G M U R C R C G M U C R C U R C C G C UG MU RM CR G UG M RM C G C U MU R CR G UG M RM C G U M R C G U M R G C G R M U M RM C G U M CR C UG UG RM RM G C G MU M CR C UG U RM CR G C G MU RM CR C UG U C G U M R G U M U R C G G UG RM RM C G U M CR C UG UG RM R G C G MU M CR C UG U RM CR G C UG MU RM CR C M R C G U M R C G U M R C G U M U M R C C G U R C U R CR G UG M RM C G U MU R CR G UG M RM C G U M R C G U M R C G U M C G M U G M U R C R C G U M C R C U R C U MU R CR G UG M RM C G U MU R C G UG M R C G U M R C G U M R G G M G M M R U C G U M R R C G C U M C G C UG MU RM CR G UG M RM C G C U MU CR CR G UG RM RM C G U M CR C UG U R U M RM C G U M CR C UG UG RM RM G C G MU M CR C UG U RM CR G C G MU RM CR U M R C C G U M G U R C R U G U M C R G UG M RM C G U M R C G UG M R C G U M CR C UG U RM R G C G G M U R C G U R C G U M R C U M R CR G UG M RM C G U MU CR CR G UG RM RM C G MU M CR C UG U RM CR M G U M U R C R C G U MU CR CR G UG M RM C G U MU CR C UG UG RM R G C G MU M CR C UG M G M M R U C G U M R R C G C U C G C UG MU RM CR G UG M RM C G C U MU CR CR G UG RM RM C G U M R U G M U M RM C G U M CR C G UG RM RM C G U M CR C UG U RM CR G C G C G U M R G U M U R C G UG RM RM C G U M CR C UG UG RM R G C G MU M CR C UG U RM G U R C G U R C G U M R C U M R CR G UG M RM C G U MU CR CR G UG RM RM C G MU M CR C M U M U R C R C G U MU CR CR G UG M RM C G U MU CR C UG UG RM R G C G MU M M G R M C G M U C G R C U C G C UG MU RM CR G UG M RM C G C U MU CR CR G UG RM RM C R G M U R C U M RM C G U M R C G UG M RM C G U M CR C G U C G U M R G U U R C G UG RM RM C G U M CR C UG UG RM R G C G MU M CR U C G U R C G U M R C U M R CR G UG M RM C G U MU CR CR G UG RM RM C G MU M C G M U C R U MU CR CR G UG M RM C G U MU CR C UG UG RM R G M M R U R C G C U M C G C UG MU RM CR G UG M RM C G C U MU CR CR G U R G M U R C M RM C G U M R C G UG M RM C G U M CR C G U M R U U C G UG RM RM C G U M CR C UG UG RM R G C G U C R C G U M R C U M R CR G UG M RM C G U MU CR CR G UG RM M C G M U R C U MU R CR G UG M RM C G U MU CR C UG G R M C G M U R C C G C UG MU RM CR G UG M RM C G C U MU R M RM C G U M CR C UG UG RM RM G C G C G U M R U G UG RM RM C G U M CR C UG UG RM U R C G U M R C R CR G UG M RM C G U MU CR CR M M U R C G U MU CR CR G UG M RM C G U G M U R C G C C

peers

meet your crmug peers

CRMUG® is fortunate to have a number of new faces on our Summit 2016 planning committee. We reached out to these individuals to see what they look forward to most with this year’s event.

Adam Rose

company SEI

title CRM Specialist

Christina Schroeder

The people. Every year I get more value out of Summit just through the conversations I have with other attendees, CRMUG staff, and speakers.

company ImageSoft, Inc.

title Sales Operations Manager

10 | CRMUG Magazine The opportunity to connect with old friends, meet new ones, and talk passionately about CRM.

company Taylor Strategic Relationships

title Director of Sales Operations

Dan Madden

Catching up with fellow CRM support resources, Microsoft leadership, and Microsoft Partners who support Summit. We all share similar challenges, so we can benefit from each other’s learned best practices. There are 150+ sessions, insightful keynotes, visionary product roadmap sessions, hands-on learning labs, and ample networking events. When I return to the office, I will have a much clearer understanding of the Microsoft roadmap, which will translate into actionable CRM enhancements for my organization.

Dave Berry company Alliance Health, LLC title Senior Software Engineer

Speaking at the event and participating in the CRMUG Medic Booth. Most of all, though, I’m looking forward to reviewing the feedback for all sessions that our leadership team has groomed.

Jennifer Johnson company Inpro title Marketing Operations Specialist

This will be my fourth Summit, and in the past, it has proven to be a great learning and networking experience. This year I am looking forward to learning more about how others are using Microsoft Dynamics CRM 2016. We will be kicking off our upgrade project within the next six months, and I am sure that Summit will be a valuable resource in helping me gain the subject matter expertise I’ll need to be part of the upgrade implementation team.

Rachel Espy company Permobil title CRM Specialist

Seeing how others are using Microsoft Dynamics CRM and learning what I can bring back with me. Also, I hope to learn more about what the latest version offers us. As always, I value the networking with others in similar roles as well as different roles around CRM.

Additional recognition goes to the veterans of our planning committee: Adam Vero, Meteor IT Ltd

David Pennington, Microsoft

Andreas Kraemer, Wells Fargo

Gretchen Opferkew, PowerObjects

Blake Scarlavai, Sonoma Partners

Jeff Yoon, Microsoft

Loni Watson, Microsoft

Britta Scampton,

Jerry Weinstock, CRM Innovation

Rick McCutcheon,

Britta Scampton Consultant Chris Cognetta, Tribridge Clarissa Simpson, Ford

Jim Steger, Sonoma Partners Joel Lindstrom, Hitachi Solutions

Julie Yack, Colorado Technology Consultants, Inc.

Full Contact Selling Scott Sewell, Hitachi Solutions Stephanie Purman, Microsoft Q3 2016 | 11

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members welcome to our new members

Welcome to the new Members who have invested in CRMUG® User and Partner membership this year! Each new Member adds value not only to their own organization, but also to the entire CRMUG community as they share their knowledge and experiences.

New User Members

4Front Entrematic Accretive Health Altep Inc. American National Insurance AmicusHorizon Arbella Insurance Group A-Safe AutoZone B&D Manufacturing Bidwells Blue Cross Blue Shield of Kansas City BMW Group CALA Celestica Inc. Center for Creative Leadership Centric Group, LLC Christian Broadcasting Network CoBank CohnReznick CPSNS Cross Cut Directional Boring Ltd Crystal Flash CSW Industrials, Inc. DataPath, Inc. Delta Medical Systems Derse DGI DK Digital Defense, Inc. DMS Health Technologies Dominion Enterprises

Adoxio Business Solutions AEC360 Apttus BDO Canada LLP BroadPoint Technologies, LLC Cambridge Online Systems Ltd

Egg Farmers of Alberta FMC Corporation Ford Field - Detroit Lions FortisAlberta Girlguiding Green Plains Inc GS Systems GuruDesigners Inc HCA Health Carousel Home Instead Inc. Housing Authority Insurance Group HQ Capital International L.P. IBM ISD Philippines IntraSoft Itasca Consulting Group Joseph Cory Holdings, LLC Kaiser Permanente L.V. Lomas Limited Laboratory Testing Inc. Lutheran Social Service of Minnesota Markel Internation Marsh Insurance Limited Meals on Wheels Medical Teams International Monin Motorists Insurance Group National Business Media Nebraska Association of School Boards

Concurrency DSD Concepts Elev8 Solutions emfluence, LLC Inogic Magenium Solutions

NFU Mutual Noridian Healthcare Solutions North American Spine Society OEConnection Ombudsman Services Ondal Medical Systems of America Osho Chemical Industries ltd PressReader Pro Food Systems PSAV Renalogic Royalty Companies Rustic Pathways Salt River Project SourceLink Technical Prospects TEKLYNX The Dealmaker Hub The Independent Bankersbank The Shepherd Holding Company Urban Ventures Valmark Securities Vice Media Inc Video Gaming Technologies Western Energy Services Corp. Wyatt Technology Zonar Systems Inc

New Partner Members

SingleStone SyncraTec Solutions, LLC Tellwise TopLine Strategies xRM3

Meet one of our newest Members...

The Christian Broadcast Network (CBN) was founded in 1960 by Pat Robertson as a nonprofit Christian broadcast ministry. While CBN is best known for its long-running show The 700 Club, its news and inspirational programming are viewed by millions across the globe. Last year, CBN shared the Gospel across 149 countries and territories in 67 languages. The CBN Prayer Center takes calls 24/7 in the U.S., and international centers operate throughout Latin America, Europe, Africa, the Middle East, and Asia. CBN has not limited its efforts to broadcast ministry: The organization also founded Operation Blessing International to provide disaster relief, medical aid, hunger relief, and water wells to help relieve human suffering around the world. Orphan’s Promise ministers to the physical, spiritual, and educational needs of orphaned and vulnerable children by providing loving care, training for life and the future, and the hope of the Gospel. “We are looking forward to attending CRMUG Summit this year and have started participating in the non-profit special interest group (SIG),” says Casey Inskeep, senior IT project manager for CBN. “Microsoft Dynamics CRM is at the core of our enterprise system, and it helps CBN better serve our partners. As we upgrade to Microsoft Dynamics CRM 2016, we are looking forward to sharing solutions and brainstorming problems with other community members.” CRMUG

Q3 2016 | 13

G U M R C G U M R C R CR G UG M RM C G U MU CR CR M U R C G G MU M U M CR C G U M R R CR G UG M RM C G U MU CR C G UG R M C G M U R G U M C U M CR C G U M R C C R CR G UG M RM C G U MU CR CR G UG RM RM M M CR C UG U RM CR G C G MU M CR C UG U U C R CR G UG M RM C G U MU R C G UG M RM C G M C G U C G M RM C U M CR C G U RM R R C UG U R C R CR G UG M RM C G U MU CR C UG UG RM RM C G MU M M M CR C UG U RM CR G C G MU RM CR C UG U RM CR G C U U C R CR G UG M RM C G U MU R C G UG M RM C G U M R M C G U C G UG M G M RM C U M CR C G U RM R R C UG U R C R CR G UG M RM C G U MU CR C UG UG RM RM C G MU M CR C M M CR C UG U RM CR G C G MU RM CR C UG U RM CR G C UG MU R U C R CR G UG M RM C G U MU R C G UG M RM C G U M R C G M U C G UG M RM C R C G G M RM C U M CR C G U M R R C UG U R C R CR G UG M RM C G U MU CR CR UG UG RM RM C G MU M CR C UG U M C G U M R C G M U C R C U R C M G M U R C G M G M U R G C G U R C U R CR G UG M RM C G U MU CR C G UG RM RM C G MU M CR C UG U RM M M CR C UG U RM CR G C G MU RM CR C UG U RM CR G C UG MU RM CR G C U U C R CR G UG M RM C G U MU R CR G UG M RM C G U M R C G U M R M U M R C G U M U C R C G G MU M C G M U M CR C G U M R C UG U RM R G C R CR G UG M RM C G U MU CR CR G UG RM RM C G U M CR C UG U RM CR G C M M U C G UG M R C G U M R R CR G C U R C M G M U C U M G R M U C R U G M C U R CR G UG M RM C G U MU CR CR G UG RM RM C G U M CR C UG U RM CR G C G M U C G UG M R C G U M R C R C G G MU M C M U M CR C G U M R C UG U RM R U C R CR G UG M RM C G U MU CR CR G UG RM RM C G U M CR C UG U RM CR G C G MU M U C G UG M RM C G U M R C G R C G G MU M C U M CR C G U M R C UG U RM R U C R R CR G UG M RM C G U MU CR CR G UG RM RM C G U M CR C UG U RM CR G C G MU M M M CR C UG U RM CR G C G MU M CR C UG U RM CR G C UG MU RM CR G C UG MU RM CR G U U C R CR G UG M RM C G U MU R CR G UG M RM C G U M R C G U M R C G U M CR M U C G UG M RM C G U M R C G U M R C G G MU M C U M CR C G U M R C UG U RM R G U C R C R CR G UG M RM C G U MU CR CR G UG RM RM C G U M CR C UG U RM R G C G MU M CR C M M U C G UG M RM C G U M R C G U M R R CR G C U R C M G M U C U G R M U C G G U R R M C U C R CR G UG M RM C G U MU CR C G UG RM RM C G U M CR C UG U RM R G C G MU M CR C UG M U C G UG M RM C G U M R C G U M R C R C G G MU RM C G U M CR C G U M R C UG U RM R U M R C C R CR G UG M RM C G U MU CR CR G UG RM RM C G U M CR C UG U RM R G C G MU M CR C UG U G M M C U G R M U C R C U R C M C G UG M RM C G U M R C G U M R G C G MU M CR C UG U RM CR G C UG MU RM CR G U R C U R C G M U G R G M M C R U M RM C G U M CR C UG UG RM R G C G MU M CR C UG U RM CR G C G MU RM CR C UG U RM CR G C UG MU M G M U R G M C G U U R C G U M R C R R CR G UG M RM C G U MU CR C UG UG RM RM C G MU M CR C UG U RM CR G C G MU M CR C UG U RM CR M R G M C U G R M U C U R C G M U C R G M RM C G U M C U R C M R C G U M R C G U M R C G U M R C G U M R C G U M R U G C U C R CR G UG M RM C G U MU R C G UG M RM C G U M R C G U M R C G U M R C G U RM CR G C M C G U C G UG M RM C G U M R C G U M R C G U M R G M RM C U M CR C G U RM R R G M C UG U R U C R R CR G UG M RM C G U MU CR C UG UG RM RM C G MU M CR C UG U RM CR G C G MU M CR C UG U RM CR G C UG M M CR C UG U RM CR G C G MU RM CR C UG U RM CR G C UG MU RM CR G C UG MU RM CR G UG MU RM C G C UG MU RM C U C R CR G UG M RM C G U MU R C G UG M RM C G U M R C G U M R C G U M CR C G U RM R C G U M U C G UG M RM C G U M R C G U M R C G U M R C G R C G G M RM C U M CR C G U M R R G M C UG U R U C R R CR G UG M RM C G U MU CR CR UG UG RM RM C G MU M CR C UG U RM CR G C G MU M CR C UG U RM CR G C UG MU RM M M U C G UG M RM C G U M R C G U M R C G U M R C G U R CR G C U R C M G M U C U G M U R G M C R U C G U R R CR G UG M RM C G U MU CR C G UG RM RM C G MU M CR C UG U RM CR G C G MU M CR C UG U RM CR G C UG MU RM CR M U C G UG M RM C G U M R C G U M R C G U M R C G U M R C G G MU RM C U M CR C G U M R R C UG U R G M U C R G R CR G UG M RM C G U MU CR CR G UG RM RM C G MU M CR C UG U RM CR G C G MU M CR C UG U RM CR G C UG MU RM CR C M C G U M R C G U M R C G U M R C G U M R C G U M R M U C R C U R C M G M U C G G U M M R U R G C G G UG RM RM C G U M CR C UG UG RM R G C G MU M CR C UG U RM CR G C UG MU RM CR C UG MU RM CR G C UG MU RM CR G C UG G M U R C G U G M R C G U M R U C U M R R CR G UG M RM C G U MU CR CR G UG RM RM C G MU M CR C UG U RM CR G C G MU M CR C UG U RM CR G C UG MU RM C M G M U M U R G M C R C G U U MU CR CR G UG M RM C G U MU CR C UG UG RM R G C G MU M CR C UG U RM CR G C G MU RM CR C UG U RM CR G C UG G M G M M R U G M C G U M R R C G U C R U M C C G C UG MU RM CR G UG M RM C G C U MU CR CR G UG RM RM C G U M CR C UG U RM R G C G MU M CR C UG U RM G R M U M RM C G U M CR C UG UG RM RM G C G MU M CR C UG U RM CR G C G MU RM CR C UG U RM CR G C UG MU RM CR G C U U R C G U M G M U R C G G UG RM RM C G U M CR C UG UG RM R G C G MU M CR C UG U RM CR G C UG MU RM CR C UG MU RM CR G C UG MU RM G M U R C G U G M R C G U M R U C U M R R CR G UG M RM C G U MU CR CR G UG RM RM C G MU M CR C UG U RM CR G C G MU M CR C UG U RM CR G C M G M U M U R G M C R C G U U MU CR CR G UG M RM C G U MU CR C UG UG RM R G C G MU M CR C UG U RM CR G C G MU RM CR C UG U R G M G M M R U G C G U M R R C G U C R U M C C G C UG MU RM CR G UG M RM C G C U MU CR CR G UG RM RM C G U M CR C UG U RM R G C G MU M CR C G R M U M RM C G U M CR C UG UG RM RM G C G MU M CR C UG U RM CR G C G MU RM CR C UG U RM CR G C UG MU U M R C C G U M G U R C G R M U G U R M C R G G UG M RM C G U M R C G UG M R C G U M CR C UG U RM R C G MU M CR C UG U RM CR G G M U R C G U G M R C G U M R U C U M R R CR G UG M RM C G U MU CR CR G UG RM RM C G MU M CR C UG U RM CR G C G MU M CR C UG U M G M U M U R C R C G U U MU CR CR G UG M RM C G U MU CR C UG UG RM R G C G MU M CR C UG U RM CR G C G MU RM CR M G R M G M M U C G U M R R C G U C U C C G C UG MU RM CR G UG M RM C G C U MU CR CR G UG RM RM C G U M CR C UG U RM R G C G M G R M U M RM C G U M CR C UG UG RM RM G C G MU M CR C UG U RM CR G C G MU RM CR C UG U RM CR U M R C C G U M G U R C G R U G U R M C R G M U R C G UG M RM C G U M R C G UG M R C G U M R C G U M R C G U M CR C UG G M U R C G U R C G U M R U C U M R R CR G UG M RM C G U MU CR CR G UG RM RM C G MU M CR C UG U RM CR G C G MU M M G M U M U R C R C G U U MU CR CR G UG M RM C G U MU CR C UG UG RM R G C G MU M CR C UG U RM CR G C G M G R M C G M U G M U R C R C G M U C G C UG MU RM CR G UG M RM C G C U MU CR CR G UG RM RM C G U M CR C UG U RM G R U G M U R C R C G M U R C M RM C G U M R C G UG M RM C G U M R C G U M R C G U M CR C U C G U M R G U M U R C G UG RM RM C G U M CR C UG UG RM R G C G MU M CR C UG U RM CR G C UG MU RM G M U R C G U R C G U M R C U M R CR G UG M RM C G U MU CR CR G UG RM RM C G MU M CR C UG U RM CR G C M C G M U G M U R C R U MU CR CR G UG M RM C G U MU CR C UG UG RM R G C G MU M CR C UG U R M G R M C G U G M U C R C G M R U R C C G C UG MU RM CR G UG M RM C G C U MU R CR G UG M RM C G U M CR C R U M RM C G U M CR C UG UG RM RM G C G MU M CR C UG U RM CR G C G MU U C G G U M M R U R C G UG RM RM C G U M CR C UG UG RM R G C G MU M CR C UG U RM CR G G M U R C G U R C G U M R C U M R CR G UG M RM C G U MU CR CR G UG RM RM C G MU M CR C UG U M C U G M U R C R C G U R C U MU R CR G UG M RM C G U MU R C G UG M R C G MU M CR G M M R U C G U R C G C U M C G C UG MU RM CR G UG M RM C G C U MU CR CR G UG RM RM C G R M RM C G U M CR C UG UG RM RM G C G MU M CR C UG U RM CR U R C G U G M U R C G UG RM RM C G U M CR C UG UG RM R G C G MU M CR C UG U R C G U R C G U M R C U M R CR G UG M RM C G U MU CR CR G UG RM RM C G MU M M U M U C R C G U MU CR CR G UG M RM C G U MU CR C UG UG RM R G C G G M M R U R C G C U M C G C UG MU RM CR G UG M RM C G C U MU CR CR G UG RM R M RM C G U M CR C UG UG RM RM G C G MU M CR C C G U M R U U R C G UG RM RM C G U M CR C UG UG RM R G C G MU M U C G R C G U M R C U M R CR G UG M RM C G U MU CR CR G UG RM RM C M M U R C G U MU CR CR G UG M RM C G U MU CR C UG UG G M M R U R C G C C G C UG MU RM CR G UG M RM C G C U MU CR C R U C M RM C G U M R C G UG RM RM G C G MU C G U M R U C G UG RM RM C G U M CR C UG UG RM R U R C G U M R C U M R CR G UG M RM C G U MU CR CR G U M M U R C G U MU CR CR G UG M RM C G U MU CR G M U R C G C C G C UG MU RM CR G UG M RM C G C R U C M RM C G U M R C G UG RM R C G U M R U G U RM R C G U M CR C UG C

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Britta Scampton MVP and Consultant

14 | CRMUG Magazine

Christina Schroeder Director of Sales Operations Taylor Strategic Relationships

“We’re able to share the responsibilities of leading the chapter, which provides a great opportunity to give back to the Microsoft Dynamics CRM community.”

Chapter

Highlights ne w s

Chapter Leaders of the Quarter

minneapolis

Laura Wagstrom CRM Analyst Colder Products Company

Nickie Welsh CRM Manager Norwest Equity Partners

Sarahlynn Reinhart Consultant

The Minneapolis leaders have found a great rhythm when it comes

to their chapter membership. Part of that harmony is working together

to lighten the load, says Christina Schroeder, chapter co-chair. “We’re able to share the responsibilities of leading the chapter, which

provides a great opportunity to give back to the Microsoft Dynamics

CRM community,” says Christina.

Another thing that keeps this chapter humming is knowing what

keeps their membership coming back for more.

“We try to dedicate a significant portion of the meeting to roundtable/

small group discussions, as we’ve found that the opportunity to interact

with fellow Users is one of the biggest reasons that people keep coming

back to the meetings,” shares Christina. “This year we’re also trying to

have at least one Member showcase per meeting, ideally tied to the

overall theme.”

»» 30 to 40 active Members »» A recent popular meeting featured highly engaging training tips by Gretchen

Opferkew, an MVP and training expert, followed by a tutorial on creating interactive training videos with Camtasia.

M U R C R CR G UG M RM C G U MU M U R C G G U M CR C G U M R R CR G UG M RM C G U MU CR CR M C G U R C M R C G U M R C G MU M U C R CR G UG M RM C G U MU R C G UG M U R C G G MU RM C U M CR C G U M R C C R CR G UG M RM C G U MU CR CR G UG RM RM M M CR C UG U RM CR G C G MU M CR C UG U U C R CR G UG M RM C G U MU R C G UG M RM C G M C G U C G M RM C U M CR C G U RM R R C UG U R C R CR G UG M RM C G U MU CR C UG UG RM RM C G MU M M M CR C UG U RM CR G C G MU RM CR C UG U RM CR G C U U C R CR G UG M RM C G U MU R C G UG M RM C G U M R M C G U C G UG M G M RM C U M CR C G U RM R R C UG U R C R CR G UG M RM C G U MU CR C UG UG RM RM C G MU M CR C M R C C G U R M C R C G U U R M G U M R M U C G UG M RM C G MU R CR G C U R C G M U C U G M R C R M RM C G U M CR C UG UG RM R G C G MU M CR C UG U RM CR G C U M R C M R C G U M R C G U M C G U R C U R CR G UG M RM C G U MU R CR G UG M RM C G U M R C G U M U C G UG M RM C G R C G G MU M C U M CR C G U M R R C UG U R C R CR G UG M RM C G U MU CR C G UG RM RM C G MU M CR C UG U RM M M RM C U C G UG M RM C G U R CR G C U R M G U C U G M U R C R C G U R CR G UG M RM C G U MU CR CR G UG RM RM C G MU M CR C UG U RM CR M U M R C G U M U C R C G G MU M C G M U M CR C G U M R C UG U RM R G C R CR G UG M RM C G U MU CR CR G UG RM RM C G U M CR C UG U RM CR G C M C G G M U M U R C R C G U R C M G M U M RM C U C G UG M RM C G MU M CR C UG U R R CR G C U R G U C U G R M C G G R U M RM C G U M CR C UG UG RM RM C G MU M CR C UG U RM CR G C G MU RM CR C U M R C G C U M G R U C R U G M C U C R R CR G UG M RM C G U MU R CR G UG M RM C G U M CR C UG U RM R G C G MU M C G U M G R M U C R G M C U C R C U R C G U M G M U M R C G U M R C G U M R U C R G R CR G UG M RM C G U MU CR CR G UG RM RM C G U M CR C UG U RM CR G C G MU M M C G M U C G UG M RM C G U M R C G U R C U R C M G M U R C U G M U C G R U M R C U R C R CR G UG M RM C G U MU CR CR G UG RM RM C G U M CR C UG U RM R G C G MU M CR M U C G UG M RM C G U M R C G U M R C G G MU M C U M CR C G U M R C UG U RM R G U C R C R CR G UG M RM C G U MU CR CR G UG RM RM C G U M CR C UG U RM R G C G MU M CR C M M CR C UG U RM CR G C G MU M CR C UG U RM CR G C UG MU RM CR G C UG MU RM CR G UG MU R U C C G M U R G R CR G G MU M CR C UG U RM CR G C UG MU RM CR C UG MU RM CR G C UG MU RM CR G C UG MU RM CR G M G U M G M G U M CR C G U M R C G U M R U M C R C C R CR G UG M RM C G U MU CR CR G UG RM RM C G U M CR C UG U RM R G C G MU M CR C UG U M C M R C UG U RM CR G C G MU M CR C UG U RM CR G C UG MU RM CR G C UG MU RM CR G UG MU RM C G U C C R CR G UG M RM C G U MU R C G UG M RM C G U M R C G U M R C G U M R C G U RM M C G U C G UG M RM C G U M R C G U M R C G U G M RM C U M CR C G U RM R R G M C UG U R U C R R CR G UG M RM C G U MU CR C UG UG RM RM C G MU M CR C UG U RM CR G C G MU M CR C UG U RM CR M M CR C UG U RM CR G C G MU RM CR C UG U RM CR G C UG MU RM CR G C UG MU RM CR G UG MU RM C G C UG M U C R CR G UG M RM C G U MU R C G UG M RM C G U M R C G U M R C G U M CR C G U RM R C M C G U C G UG M RM C G U M R C G U M R C G U M R G M RM C U M CR C G U RM R R G M C UG U R U C R R CR G UG M RM C G U MU CR C UG UG RM RM C G MU M CR C UG U RM CR G C G MU M CR C UG U RM CR G C UG M U M RM C C G UG M RM C G U M R C G U M R C G U M R C R CR G C U R M G U C U G M U R G M C R U C G R R CR G UG M RM C G U MU CR C UG UG RM RM C G MU M CR C UG U RM CR G C G MU M CR C UG U RM CR G C UG MU M U C G UG M RM C G U M R C G U M R C G U M R C G R C G G M RM C U M CR C G U M R R G M C UG U R U C R R CR G UG M RM C G U MU CR CR UG UG RM RM C G MU M CR C UG U RM CR G C G MU M CR C UG U RM CR G C UG MU RM M C G G M M U R G M C R U C G U R U R C M G M U M RM C U C G UG M RM C G MU M CR C UG U RM CR G C G MU M CR C UG U RM CR G C U R CR G C U R G U C U G M R C G R M U M RM C G U M CR C UG UG RM R G C G MU M CR C UG U RM CR G C G MU RM CR C UG U RM CR G C UG MU RM CR G C UG MU RM M R C G U M R C G U M R C G U M R C G U M R C G U M R U M R C C G U R C U G R CR G UG M RM C G U MU R CR G UG M RM C G U M R C G U M R C G U M R C G U M R C G U M CR C M G M U M U R G M C R C G U U MU CR CR G UG M RM C G U MU CR C UG UG RM R G C G MU M CR C UG U RM CR G C G MU RM CR C UG U RM CR G C UG MU R G M G M M R U G M C G U M R R C G U C R U M C C G C UG MU RM CR G UG M RM C G C U MU CR CR G UG RM RM C G U M CR C UG U RM R G C G MU M CR C UG U RM CR G C G R M U M RM C G U M CR C UG UG RM RM G C G MU M CR C UG U RM CR G C G MU RM CR C UG U RM CR G C UG MU RM CR G C UG MU U M R C C G U M G U R C G R M U G U R M C R U G UG M RM C G U M R C G UG M R C G U M CR C UG U RM R G C G MU M CR C UG U RM CR G C G MU RM CR G G M U R C G U G M R C G U M R U C U M R R CR G UG M RM C G U MU CR CR G UG RM RM C G MU M CR C UG U RM CR G C G MU M CR C UG U RM CR G C UG MU M G M U M U R G M C R C G U U MU CR CR G UG M RM C G U MU CR C UG UG RM R G C G MU M CR C UG U RM CR G C G MU RM CR C UG U RM CR M G M G M M R U G M C G U M R R C G U C R U C C G C UG MU RM CR G UG M RM C G C U MU CR CR G UG RM RM C G U M CR C UG U RM R G C G MU M CR C UG G R M U G M U R C M RM C G U M CR C G UG RM RM C G U M CR C UG U RM R G C G MU M CR C UG U RM CR G C UG MU RM CR U M R C C G U M G U R C G R M U G U R M C R U G M U C R G C U G UG M RM C G U M R C G UG M R C G U M R C G U M R C G U M CR C G U RM R C G G M U R C G U G M R C G U M R U C U M R R CR G UG M RM C G U MU CR CR G UG RM RM C G MU M CR C UG U RM CR G C G MU M CR C UG U RM C M G M U M U R G C R C G U U MU CR CR G UG M RM C G U MU CR C UG UG RM R G C G MU M CR C UG U RM CR G C G MU RM CR C UG M G R M C G M U G M U R C G R U C R M U C C G C UG MU RM CR G UG M RM C G C U MU CR CR G UG RM RM C G U M CR C UG U RM R G C G MU M G R M U G M U R C R C G M U C R C M RM C G U M R C G UG M RM C G U M R C G U M R C G U M CR C UG U RM R G C U U M R C C G U M G U R C G R M U G U R M C R G M U R C U C G G UG M RM C U M R C G UG M RM C G U M R C G UG M R C G U M R C G U RM M U R C G U G R C G U M R U C U R R CR G UG M RM C G U MU CR CR G UG RM RM C G MU M CR C UG U RM CR G C G MU M CR C M G M U M U R C R C G U U MU CR CR G UG M RM C G U MU CR C UG UG RM R G C G MU M CR C UG U RM CR G C G MU R M G R M C G M U G M U R C R C G M U C R C C G C UG MU RM CR G UG M RM C G C U MU R CR G UG M RM C G U M CR C UG U RM R G G R M U M RM C G U M CR C UG UG RM RM G C G MU M CR C UG U RM CR G C G MU RM CR C UG U C G U M R G U M U R C G G UG RM RM C G U M CR C UG UG RM R G C G MU M CR C UG U RM CR G C UG MU RM CR M U R C G M U G M U R C G R U C U R CR G UG M RM C G U MU CR CR G UG RM RM C G MU M CR C UG U RM CR G C G MU M C G M U G M U R C R C G U M C R C U MU R CR G UG M RM C G U MU R C G UG M R C G U M CR C UG U RM R G M G M M R U C G U M R R C G C U M C G C UG MU RM CR G UG M RM C G C U MU CR CR G UG RM RM C G U M CR C UG R U M RM C G U M CR C UG UG RM RM G C G MU M CR C UG U RM CR G C G MU RM CR U R C G U M G M U R C G UG RM RM C G U M CR C UG UG RM R G C G MU M CR C UG U RM CR G C UG G M U R C G U R C G U M R C U M R CR G UG M RM C G U MU CR CR G UG RM RM C G MU M CR C UG U RM C M C G U G M U R C R C U C U MU R CR G UG M RM C G U MU R C G UG RM R G C G MU M CR C UG G M M R U C G U M R R C G C U M C G C UG MU RM CR G UG M RM C G C U MU CR CR G UG RM RM C G U M R U M RM C G U M CR C UG UG RM RM G C G MU M CR C UG U RM CR G C C G U M R G U M U R C G UG RM RM C G U M CR C UG UG RM R G C G MU M CR C UG U R M R C G U M R C G U M R C C G U R C U R CR G UG M RM C G U MU R CR G UG M RM C G U M R C M U M U R C R C G U MU CR CR G UG M RM C G U MU CR C UG UG RM R G C G MU G M M R U C G R C G C U M C G C UG MU RM CR G UG M RM C G C U MU CR CR G UG RM RM R G M U R M RM C G U M CR C G UG M RM C G U M CR C UG U C G U M R G U U R C G UG RM RM C G U M CR C UG UG RM R G C G MU M CR U C G U R C G U M R C U M R CR G UG M RM C G U MU CR CR G UG RM RM C G M M M U C R C G U MU CR CR G UG M RM C G U MU CR C UG UG RM R G M M R U R C G C U M C G C UG MU RM CR G UG M RM C G C U MU CR CR G R G M U R C M RM C G U M R C G UG M RM C G U M C C G U M R U U C G UG RM RM C G U M CR C UG UG RM R G C G U C R C G U M R C U M R CR G UG M RM C G U MU CR CR G UG RM M C G M U R U MU CR CR G UG M RM C G U MU CR C U G R M C G M U R C C G C UG MU RM CR G UG M RM C G C U MU R M RM C G U M CR C UG UG RM RM G C C G U M R U G UG RM RM C G U M CR C UG UG R U R C G U M R C R CR G UG M RM C G U MU CR CR M C G C

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base knowledge.

“We’ll continue to focus on the development platform of Microsoft

technologies and how it all interacts with each other. For example,

Office 365 Groups and the Dynamics Connector are great features,

but are not well understood by enough of the User base,” says Ismail

Nalwala, CEO of IOTAP. “We’ll also talk about the spring wave

release and cover the functionality and applications that Users should

take advantage of, as well as discuss customer portals and Adxstudio.”

In future meetings, group also plans to tackle Power BI, upgrade

paths, vendor readiness, and third party tools that are compatible

with Microsoft Dynamics CRM.

»» 20 people are considered regulars, but that number is on its way up with

»» Hey, Cortana, listen up! This group will be talking about using Cortana

the fresh faces who came to a recent meeting.

Analytics for speech recognition and sentiment analysis as they focus on non-typical uses of Microsoft Dynamics CRM.

ne w s

Up-and-Coming Chapter

Reston, Virginia

Chapter Leaders

Christie Cripe CRM Administrator, Washington Speakers Bureau

Ismail Nalwala CEO, IOTAP

Jonathan Spinetto Vice President, Washington Capital Partner

The Reston, Virginia chapter leadership team is a technically-savvy

group, and their session lineup will only build on their membership’s

“We’ll continue to focus on the development platform of Microsoft technologies and how it all interacts with each other.”

CRMUG

Highlights

Chapter

Q3 2016 | 15

M M M G M RM C G U M CR C UG UG RM RM C G MU M CR C UG U RM CR G C G MU RM CR C UG U RM CR G C UG C G U M R G U M R C UG UG RM RM C G U M CR C UG U RM CR G C G MU M CR C UG U RM CR G C UG MU RM CR G C UG MU RM R C G M R C UG U RM CR G C UG MU RM CR C UG MU RM CR G C UG MU RM CR G C UG MU RM CR G UG MU RM C G C U U R CR G UG M RM C G U MU R CR G UG M RM C G U M R C G U M R C G U M CR C G U RM R M G M R M U C G U G R C G M U U MU CR CR G UG M RM C G U MU CR C UG UG RM RM C G MU M CR C UG U RM CR G C G MU RM CR C UG C C G R M C G G U M R M RM C G U M CR C UG UG RM RM C G MU M CR C UG U RM CR G C G MU RM CR C UG U RM CR G C UG MU RM C U M R C G M C U G R U C G M R U G M C U R C R U G U R CR G UG M RM C G U MU R CR G UG M RM C G U M CR C G U RM R C G MU M CR C UG U RM CR G C G M U C G UG M RM C G U M R C G U M R C G U M R C R C G G MU M C U M CR C G U M R C UG U RM R G U M C R C R CR G UG M RM C G U MU CR CR G UG RM RM C G U M CR C UG U RM R G C G MU M CR C UG U RM CR G C UG MU M M U C G UG M RM C G U M R C G U M R C G U M R C G R CR G C U R C M G M U C U G R M U C G G U M R R M C U C R CR G UG M RM C G U MU CR C G UG RM RM C G U M CR C UG U RM R G C G MU M CR C UG U RM CR G C UG MU RM M U C G UG M RM C G U M R C G U M R C G U M R C G U R C G G MU RM C G U M CR C G U M R C UG U RM R U M R C C R CR G UG M RM C G U MU CR CR G UG RM RM C G U M CR C UG U RM R G C G MU M CR C UG U RM CR G C UG MU RM CR G M C G M U C R C U R C M G M R C G U M R G C UG MU RM CR C UG MU RM CR G C UG MU RM CR G C UG MU RM CR G UG C G UG M RM C U R C U C U R C G M U G R G M M C R U M RM C G U M CR C UG UG RM R G C G MU M CR C UG U RM CR G C G MU RM CR C UG U RM CR G C UG MU RM CR G C UG MU RM CR M G M U R G M C G U U R C G U M R C R R CR G UG M RM C G U MU CR C UG UG RM RM C G MU M CR C UG U RM CR G C G MU M CR C UG U RM CR G C UG MU RM CR G C UG M C G U C G UG M RM C G U M R C G U M R C G U M R C G U M R G M RM C U M CR C G U RM R R G M C UG U R U C R R CR G UG M RM C G U MU CR C UG UG RM RM C G 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member profile

f o s n a m u H

MEMBER member Jessica Forsyth Jessica Forsyth

Why did you decide to complete the CRMUG Black Belt Program?

COMPANY Company Morneau Shepell Morneau Shepell JOB ROLE

I wanted to take the CRMUG Black Belt course to help make our sales teams more efficient. By knowing how Microsoft Dynamics CRM works and what its capabilities are, I can make recommendations to our current processes to ensure that the sales and management teams can predict revenue forecasting, performance metrics, and sales pipelines.

Sales Support Specialist job role What are the top three things you took away from the MEMBER SINCE Sales Support Black Belt Program? 2015 Specialist 1. Customization to the system CERTIFICATES 2. Understanding workflows CRMUG Academy 3. Microsoft Dynamics CRM and SharePoint integration member since Black Belt 2015

volunteer profile CRMUG Academy Black Belt

16 | CRMUG Magazine

Describe a connection you’ve made with another CRMUG User through the User group and why it’s beneficial:

I have established a nice relationship with a competitive Partner, Lisa Beringer.

How much time did the program take you to complete?

It took me about three months to complete all four courses.

Would you recommend the Black Belt Program? And if so, what will others in your job role gain from the program?

I would definitely recommend that others take the course. While I knew the system pretty well, we weren’t using the system to its full potential. Knowing how to customize the system helped ensure the best User experience and greatly improved productivity.

For more information regarding membership, please visit www.crmug.com/join.

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UG RM R G U R C G U M R C U M R CR G UG M RM C G U MU CR CR G U M M U R C G U MU CR CR G UG M RM C G U MU CR G M M U R C G C C G C UG MU RM CR G UG M RM C G C R U C M RM C G U M R C G UG RM R C G U M R U G UG RM RM C G U M CR C UG U R C G U M R C R CR G UG M RM C G U MU C M U R C G U MU CR CR G UG M RM C G G M U R C C G C UG MU RM CR G UG M R M RM C G U M CR C U C G U M R U G UG RM RM C G U M U R C G C R CR G UG M RM C M C UG U R U M C C

feature

18 | CRMUG Magazine

story by Ed Gonzales, Hampton Products, CRMUG® User Member

The Prelude With 11 long months between my desk and the Game of Thrones season seven premiere, it’s difficult to escape Westerosi metaphors when they are so conspicuous. Those unfamiliar or uninterested in the adaptation of George R.R. Martin’s “A Song of Ice and Fire” novels will only have to wade through a short paragraph as I connect a rich universe full of intrigue, politics, and dragons, with...Microsoft. While Microsoft may not be able to transform you into Sam the Slayer, battling White Walkers with little more than a sharp piece of dragon glass, it has provided some powerful tools to help you act as the royal spymaster. In the third episode of the first season, Lord Varys is introduced as the Master of Whispers, the King’s main intelligence agent. To avoid any spoilers, I won’t go into too much detail surrounding Varys, or the Game of Thrones story, but Varys’ role was to know everything and present summaries to the King and the Small Council. He did this with masterful manipulation and a broad network of spies he referred to as his “little birds”. With Microsoft Social Engagement, you can now harness the power of your own network of spies, gathering information on your brands, competitors, or Customers, and then present them in easyto-read insights to your executive Small Council.

The Idle Shepherd Boys Microsoft Social Engagement is another powerful tool that integrates well with Microsoft Dynamics CRM. Microsoft Dynamics CRM Online Customers with a minimum of 10 professional Users automatically have access to Microsoft Social Engagement as part of their subscription at no additional charge. Customers who have an enterprise subscription also have access to Microsoft Social Engagement but with no minimum User requirement. Social engagement is actually four very powerful tools rolled into a single interface: »» The Social Listening aspects help you monitor various social media platforms such as Facebook, Twitter, blogs, videos, and news. »» The Social Analytics module transforms that data into visual insights and readable dashboards. »» With Social Engagement, you and/or your teams can engage with their social networks on Facebook and Twitter. »» By connecting this tool to Microsoft Dynamics CRM or Microsoft Dynamics Marketing, you will be able to present social insights in your sales, marketing, and service areas. We won’t go too deep with any particular facet, but I will note all of the references so you can discover more about this toolset on your own. The interface replicates Microsoft Dynamics CRM and should seem very familiar. Figure 1 shows the standard dropdown menu and some aspects we will cover.

A Character Authenticating social profiles allows you to interact with the posts that show up in the search results. You will also be able to post directly to all of the social media platforms using a single interface, as well as sharing a social profile you own in order to allow others to post on your behalf.

Figure 1 Q3 2016 | 19

From the Cuckoo and the Nightingale Before you can engage with your Customers and others on social media, you will want to set up search topics to capture targeted conversations. This step tells the “little birds” what to listen for and will give you data to work with later in the Analytics and Social Center. Searches can even be grouped into categories to help parse and interpret the data within the insights. Default groups are shown in Figure 2. When constructing the search, you can specify inclusions and exclusions from your keyword phrases. For example, when I set up a search for one of our brands, most of the posts that were returned had to do with resellers offering our product for sale. This was not part of our social listening scope, so I added the word “sale” to the exclusions. With the inclusions, you can specify if the included word should be found in the same sentence, paragraph, or post. (Figure 3) In the Search Setup Tab, you may also set up custom sources or block specific content or sites. One important note: Results don’t begin accumulating until you create the search, meaning you won’t start seeing posts with your keywords if they’ve already happened. You’ve just told the little birds what to listen for; now they go and gather the whispers for you to share with the King (or not).

The Wishing Gate The Analytics tab takes all of the data from the predefined searches and summarizes everything in customizable insight (Figure 4). From within the Analytics tab, we can see a summary dashboard, as well as insights focused on Conversations, Sentiment, Location, and

Figure 2 Sources. All of the widgets in each dashboard can be brought into Microsoft Dynamics CRM with a few clicks, and each provides a way to dive more deeply into your data.

Figure 3

The Fountain The Social Center tab is where we interact with the social media crowd. From here, we can share, like, and publish posts in order to thoughtfully engage with our audiences. Before we can do all that, however, we need to set up our Streams. With a Social Engagement professional license, you are limited to two “owned” streams per User. Additional streams can be viewed if they have been shared by other Users, but you need an 20 | CRMUG Magazine

Figure 4

enterprise license in order to share a stream. Also, with an enterprise license, the User will have no limit on owned streams and will be able to create and work with Automation Rules. In the example below (Figure 5), I have set one stream to show all posts matching my search setup, and then another to bring in Private Messages from our social media accounts. The latter makes administering multiple accounts much easier and can be shared so that others may view and respond on the company’s behalf. I’ve also expanded the “Publish” portion to show how Social Engagement leads the User through the process.

Speak! Social Engagement is a very broad tool delivering the power of information and social connectivity to its Users. Each individual facet is worthy of a complete article, but experience is the best teacher. I encourage you to dive in and find how Social Engagement can improve the User experience at the social media touchpoints. CRMUG

Figure 5

Ed Gonzales of House Hampton, first of his name, Jester of E-Commerce and Microsoft Dynamics CRM, Lord of the Seven Elevens, and Protector of Tasty Food can be found on LinkedIn at www.linkedin.com/in/edgonzales.

This is Scott. Scott needed a budget friendly solution that added LOB applications, communicated as a whole, and delivered solid ROI. After lots of searching, interviewing, & failed relationships, Scott found KTL Solutions, a total technology consulting firm. KTL meshed well with the personality of Scott’s company. KTL listened, developed a plan, & implemented a customized CRM for Scott. Scott is now getting ready for Phase II, which allows further flexibility, insight, and growth for his company. KTL will always be there for Scott. We are glad Scott found KTL Solutions.

Call today and be like Scott. 1.866.960.0001 (TOLL FREE) www.ktlsolutions.com | sales@ktlsolutions.com

Q3 2016 | 21

t&t

tips & tricks

Finding the Functions in Power BI by Aaron Back, CareSource, User Member

here are many powerful functions built into Power BI, and if you have been wondering where to find a list of them, then look no further than inside Power BI itself. To see this list, simply click on “Edit Queries” in Power BI, click “New Source”, and select “Blank Query”. In the formula bar, type in = #shared and hit Enter. This will list all the functions. Also, by selecting a row, the information about this function will be displayed:

Aaron Back is a senior application specialist for CareSource and can be reached at Aaron.back@caresource.com. Looking for more Power BI tips? Check out www.pbiug.com for everything Power BI and learn more about the newest User group, PBIUG, on page 24.

22 | CRMUG Magazine

Who I’m following on social media right

OF THE QUARTER

On my desk right now…

MINUTES WITH CRMUG’S VOLUNTEER

now… Lately I’ve been following my sister-in-law, Leigh Espy (linkedin.com/in/leighespy), and her project management insights on LinkedIn.

A water bottle, coffee cup, Permobil beanie, Summit slinky, my CRMUG® Black Belt, pictures, candy, (this could take a while)… My three goals for 2016… To implement Microsoft Dynamics CRM for our United States and Canada locations, to employ new healthy ways to invest my time, and to figure out what my next step in life will be. When I’m not at work, I enjoy… Time spent with my daughter, granddaughter, and friends, and travel. The best advice I ever received…

Rachel Espy CRM Specialist Permobil

Treat others how you would like to be treated. In addition, treat yourself how you would like to be treated. It works in business as well as in personal life. At the end of the day, you can sleep well.

Q3 2016 | 23

New Community on the

Block Check out pbiug.com

ynamic Communities recently launched the Power BI User Group (PBIUG), and it’s off and running! CRMUG® had a chance to talk with Rose Spitzer, PBIUG program director, about this new community.

CRMUG: What is the appeal of Power BI to Microsoft Dynamics Users? Rose Spitzer (RS): Power BI is a tool that can be used by any Microsoft Dynamics User. It’s a cloudbased suite of business analytics tools that provides a way of bringing company data to life across the organization and on all types of devices. It helps Users organize data visually to create dashboards, spot trends, and produce interactive reports while keeping it all in one place accessible from any place. CRMUG: Why was the PBIUG created? RS: PBIUG was created to provide a central community for individuals using Power BI business analytics tools to engage in value-added networking, collaboration, and knowledge sharing. PBIUG makes it easy to find Users in the same role, industry, or with similar experiences to help professionals advance their use of Power BI. CRMUG: What types of resources are available on the pbiug.com site? RS: Users have a host of resources available to them. They can get up to speed and advance their knowledge on essential Power BI tools such as Power Query, Power Pivot, and Power BI Desktop by attending live webinars or accessing past ones in the Recordings Library. It’s also a place to connect, ask questions, get answers, and discover tips and tricks from others in the discussion forum. PBIUG recently held its inaugural PBIUG Focus 2016 event. Attendees participated in deep-dive educational sessions, networked via roundtables, and explored solutions together to enhance their Microsoft Dynamics Power BI investment. Attendees made connections with subject matter experts, Microsoft MVPs, and Users in similar job roles and industries. It was a great success, and we can’t wait for PBIUG Focus 2017 in Q2 2017. CRMUG: How does and why should someone sign up to be part of PBIUG? RS: Any individual can sign up and be part of PBIUG, and that’s a big distinction from other Microsoft Dynamics User Groups – PBIUG is an individual-based community, not company-based. PBIUG provides access to online and in-person educational opportunities, discounts for in-person events, and access to other Power BI professionals through the Q & A Discussion Forum. Coming soon, Users will also be able to take advantage of discounts on specific PBIUG Academy courses, belong and participate in special interest groups and, of course, we’re constantly expanding our library of virtual education. CRMUG To take advantage of all the resources available, sign up (for FREE) at www.pbiug.com.

24 | CRMUG Magazine

M C C G M U R U RM CR G C G MU M CR C UG U RM CR G C UG MU RM CR G C UG MU RM CR G C UG MU RM CR G C UG MU R G U M R C G U M R C G U M R C G U M R C G U M R C G U M R G R CR G UG M RM C G U MU R CR G UG M RM C G U M R C G U M R C G U M CR C M M CR C UG U RM CR G C G MU M CR C UG U RM CR G C UG MU RM CR G C UG MU RM CR G UG MU U C G UG M RM C G U M R C G U M R C G U M R C G U M R C G U M CR C G R C G M R C UG U RM CR G C UG MU RM CR C UG MU RM CR G C UG MU RM CR G C UG MU RM CR G UG MU RM G UG M RM C G U M R C G UG M R C G U M R C G U M R C G U M CR C G U G M U C G U M R R C G U M R U C U M R R CR G UG M RM C G U MU CR CR G UG RM RM C G U M CR C UG U RM CR G C G MU M CR G MU M CR C UG U RM CR G C G MU M CR C UG U RM CR G C UG MU RM CR G C UG MU RM CR G UG M G M G M C G U M R R C G U G M C U M RM C G U M CR C UG UG RM RM C G MU M CR C UG U RM CR G C G MU RM CR C UG U RM CR U R G U U RM CR G C G MU M CR C UG U RM CR G C UG MU RM CR C UG MU RM CR G C UG MU RM CR G C UG G G M R C G M R C UG U RM CR G C UG MU RM CR C UG MU RM CR G C UG MU RM CR G C UG MU RM CR G UG MU RM C U M R C G U M R C G U M R C G U M R C G U M R C G U M CR C G U C G C UG MU RM CR G UG M RM C G C U MU R CR G UG M RM C G U M R C G UG M R C G U M R G M RM C G U M CR C UG UG RM RM C G MU M CR C UG U RM CR G C G MU RM CR C UG U RM R G M C G U U R C UG UG RM RM C G MU M CR C UG U RM CR G C G MU M CR C UG U RM CR G C UG MU RM CR G C U R G M G M R U C G U R C G U M R U U MU CR CR G UG M RM C G U MU CR C UG UG RM RM C G MU M CR C UG U RM CR G C G MU RM G G M M M R U R C G C U C R C G U M R C G C UG MU RM CR G UG M RM C G C U MU CR CR G UG M RM C G U M CR C UG UG RM R G C U RM R C G U M CR C UG U RM R G C G MU M CR C UG U RM CR G C UG MU RM CR C UG MU R G U M R C G U M R G U M G M C G U M R G U R C R CR G UG M RM C G U MU CR CR G UG RM RM C G U M CR C UG U RM R G C G MU M CR C M M CR C UG U RM CR G C G MU M CR C UG U RM CR G C UG MU RM CR G C UG MU RM CR G UG MU U C G UG M RM C G U M R C G U M R C G U M R C G U M R C G U M CR C G R C M R C UG U RM CR G C UG MU RM CR G C UG MU RM CR G C UG MU RM CR G C UG MU RM CR G UG MU RM G UG M RM C G U M R C G U M R C G U M R C G U M R C G U M CR C G U G M U R G U C U RM CR G C G MU M CR C UG U RM CR G C UG MU RM CR C UG MU RM CR G C UG MU RM CR C G R U M R C G U M R C G U M R C G U M R C G U M R C G U M R C G U M G U M R C G U M R C G U M R C G U M R C G U M R C G U M R G C G UG M RM C G U M R C G U M R C G U M R C G U M R C G U M CR C R G M G M M R U C G U U R C G U M R U MU CR CR G UG M RM C G U MU CR C UG UG RM RM C G MU M CR C UG U RM CR G C G MU R R G C G MU M CR C UG U RM CR G C G MU RM CR C UG U RM CR G C UG MU RM CR G C UG MU RM CR G C M R C G U M R C G U M R C G U M R C G U M R C G U M R U M R C G U M R C G U M R C G U M R C G U M R C G U M CR G C UG MU C G C UG MU R CR G UG M RM C G U MU R CR G UG M RM C G U M R C G UG M R C G R G MU M CR C UG U RM CR G C G MU M CR C UG U RM CR G C UG MU RM CR C UG MU RM R M C G U M R C G U M R C G U M R C G U M R C G U M R C G U M R C G UG M R C G U M R C G U M R C G U M R C G U M R C G U M CR G C U R G M G M C G U M R U R U M C U U MU CR CR G UG RM RM C G U M CR C UG UG RM R G C G MU M CR C UG U RM CR G C G MU RM M U G M R C U R C G U R C G U M R C G U M R C G G M M C M CR C UG U RM CR G C UG MU RM CR G C UG MU RM CR G C UG MU RM CR G C UG MU RM CR G UG MU RM C U M R C G U M R C G U M R C G U M R C G U M R C G U M CR C G U R G U M R C G U M R G M G M R G C G U U R R CR G UG M RM C G U MU CR C UG UG RM RM C G MU M CR C UG U RM CR G C G MU M CR C M M CR C UG U RM CR G C G MU RM CR C UG U RM CR G C UG MU RM CR G C UG MU RM CR G UG MU U C G UG M RM C G U M R C G U M R C G U M R C G U M R C G U M CR C G R C M R C UG U RM CR G C UG MU RM CR G C UG MU RM CR G C UG MU RM CR G C UG MU RM CR G UG MU RM G UG M RM C G U M R C G U M R C G U M R C G U M R C G U M CR C G U G U M U C U RM CR G C G MU RM CR C UG U RM CR G C UG MU RM CR G C UG MU RM CR G C UG MU RM CR C G R U M R C G U M R C G U M R C G U M R C G U M R C G U M R C G U M G U M R C G U M R G U M R C G U M R G M G R C G U

find the

logo

Can you find it?

next issue of the magazine.

and will highlight

No winners last time around as we tried a When you’ve found it, send an email to

bingo game on for size. Who will find the logo

Logocontest@crmug.com with

this issue? Hidden somewhere between the an explanation of where and on what page

covers of this magazine is our CRMUG logo.

it’s at. We’ll choose a winner at random

him/her in the

While our logo shows up throughout the

magazine in conventional spots, it’s hidden

in only one place.

Q3 2016 | 25

microsoft member showcase

Abby Gunning, solution architect for

Microsoft Dynamics CRM bby Gunning is about as familiar with Microsoft Dynamics CRM as you can be, having worked with the product since version 1.2. After managing sales operations for 10 years, Abby joined Microsoft two years ago as a solution architect, focused on working with Users across the professional services, financial services, manufacturing, and retail industries to help them reimagine their sales, service, and marketing processes with Microsoft Dynamics CRM. CRMUG® sat down with Abby to talk about how she works with Users and Partners, the new functionality in Microsoft Dynamics CRM, and her involvement in the CRMUG community.

CRMUG: You have a very interesting role when it comes to working with Users. I would imagine your background helps immensely as you assist Users with their implementation of Microsoft Dynamics CRM. Abby Gunning (AG): It does! Having been in their shoes as a Customer, as a User, allows me to connect on a more personal level. A big part of my job is understanding the challenges the organization faces and the objectives they have for a customer engagement solution, and then configuring a demonstration to help them envision what Microsoft Dynamics CRM could look like for their organization.

26 | CRMUG Magazine CRMUG: How does your work tie into that of the R&D team with the new rapid release cadence? AG: As soon as we know what the next release will include, we begin digging into those capabilities, learning the value proposition and socializing that with Users and prospective Customers. It’s a lot to keep up with, but it’s fun for me to think about how my accounts can take advantage of the features.

CRMUG: How does your team work with Partners? AG: We work with Partners extensively, bringing them in fairly early on, largely based on their expertise. We look to see who has done work in a particular industry, vetting Partners to see who would be a good fit for the User organization. They are then part of the deal and work alongside us through the discovery and demo. Microsoft provides everything from the licensing side and the Partners provide implementation, training, and User adoption services.

CRMUG: You mentioned that you work with field service organizations. Can you share a little about the benefits Users in field service will experience with the new functionality? AG: One of the themes of Microsoft Dynamics CRM 2016 is transformative service and how we bringing the new end-to-end capabilities to our Customers. In the past, field service was a module that you’d have to add on to Microsoft Dynamics CRM. Now it’s all in one place and has intelligence behind it,

“Customers who already have Office 365 or Microsoft Dynamics CRM are excited about their ability to leverage the investments they have already made with Microsoft to provide even more intelligent and personalized interactions with their customers.”

from GPS tracking to route optimization to being able to automatically schedule service technicians using a smart-scheduling engine. The capabilities in the new release bring everything together. For example, this could all start with detecting a social post – like a tweet – and the system can understand the sentiment, helping you to decide if you want to create a case in Microsoft Dynamics CRM and notify the right team. From there, a support team can either resolve the issue over the phone or dispatch a technician to resolve an issue. Having that full-service, proactive capability all right there in one solution is a fantastic value-add for field service organizations. CRMUG: That’s an amazing thing that will be so beneficial to Users. What has been your clients’ feedback? AG: Customers who already have Office 365 or Microsoft Dynamics CRM are excited about their ability to leverage the investments they have already made with Microsoft to provide even more intelligent and personalized interactions with their customers. Another thing they are excited about is the tie into the Internet of Things (IoT), and being able to leverage Azure IoT to detect what’s happening on their equipment via sensors and how that could automatically create a work order and dispatch a technician to service the equipment. All of that proactive, preventative maintenance is really catching people’s attention, and companies with that business model can really see where being able to partner with Microsoft is a huge benefit. CRMUG: We’re fortunate to have you work with our Reston, Richmond, and Pittsburgh chapters. When you have conversations with Users in those chapters, where are their thoughts with regard to the more regular release/upgrade cadence and the functionality that comes with those releases? AG: Users are excited to see the latest and greatest, but their companies might not be at the point of being able to or ready to

adopt and incorporate all of the functionality. I enjoy talking to Customers about how they can take incremental steps to benefit from new features. People who attend CRMUG chapter meetings are running various different versions of Microsoft Dynamics CRM, both on-premise and online. They come to these meetings because they want to see the product roadmap, may be trying to make a business case for an upgrade or move to Microsoft Dynamics CRM Online and seeing where they need to invest, and sometimes they’re just trying to get ideas for where they can go with Microsoft Dynamics CRM. If they are using sales today, how could they be using the platform for service tomorrow. A really hot topic is getting information about change management and User adoption, with them wondering what other Users are doing to get their team members to want to use the system instead of seeing it as just another admin task. When I talk about what’s happening and what’s new, I try to ground it in reality so they can go back to their company and talk about how they could leverage the functionality. Professional services companies are excited about project service, and the ability to track an opportunity from resource staffing to delivery, invoicing all the way through billing. At a recent Reston chapter meeting I did a high-level demo of the project service capabilities and at least three people said it’s exactly what they’re trying to do. For so long, Microsoft Dynamics CRM was all about sales force automation and now it’s this whole other world opening up to the customer service side of things. I am really glad that I get to be a part of this digital transformation journey! Across the country, the CRMUG chapters are a great way to understand what was recently released with the product, as well as share ideas with other Users. It’s where the rubber meets the road, and is all about how you can actually make it real for your organization. CRMUG Q3 2016 | 27

feature

Plotting

Your Training Strategy

28 | CRMUG Magazine

story by Kylie Kiser, CRMUG® User Member

s you plan for any kind of CRM update, the question of training and User adoption always comes up. Will they use this? Who will enter the data? How can we get useful data? Are the Users going to revolt soon? Use this Training Strategy Flow Chart and information to determine the options you should consider. Keep in mind that training and User adoption are very closely related and feed into each other. You need good training to build User adoption, but you need User adoption to engage Users during training.

What’s In It for Me One of the most crucial parts of training is emphasizing what is in it for the Users. This includes concepts such as easier access to data, having everything accessible in one system, and quick collaboration. It also includes things like the simplification of tasks and improvements for entering data. A good way to illustrate these items in training is to focus on views, charts, and dashboards. This shows Users why they are entering data and what they can do with it. Related to this concept is the need for executive sponsorship. It is important for the top of the organization to support the CRM product and encourage staff to use it effectively. Users need to understand that this data is important and being looked at from all levels. If it’s not in Microsoft Dynamics CRM, then it didn’t happen.

Build Trust It is important for Users to have some insight into the CRM project so they can trust the decisions that are being made. This includes informing them of reasons for changes whether these are business or system support related. It may be as simple as mentioning that a minor change is due to a new process, but it could be more delicate if you need to explain why you are upgrading from a working system to a new unfamiliar version.

Showcase Benefits Users want to know, “Why is this better than my old method? Why should I change what I am doing?” This includes our What’s In It for Me items as well as showcasing new features. Users need to understand the benefits of the new system. Some good features to demonstrate could be the Recently Viewed Records, Global Search, and Quick Create.

Sell It Promotion! Promotion! Promotion! Get people excited about your CRM changes. Communicate the value of the system and changes often. Keep showing the benefits. Be excited and positive. Make sure all of your training is coming from a positive point of view; this is no time to sympathize with Users! If you are positive and can back it up, then Users will agree.

Don’t Rock the Boat When your Users are happy and using the system, help them along their merry way. This is when you will want to focus on using quick tips and tricks. If there are changes, only communicate the extra details to the impacted Users. Don’t overwhelm other Users with information they do not need.

Q3 2016 | 29

Ensure that Users have easy access to the training they need. Keep it in digestible sizes so Users can quickly find what they need. You can also make use of the custom help features available in Microsoft Dynamics CRM to direct Users to the relevant training for what they are working on.

Find Other Motivators For big changes such as a major upgrade, be prepared to look at other ways to motivate people to learn. This can include events such as â&#x20AC;&#x153;lunch and learnsâ&#x20AC;? or even a launch party to drive excitement and anticipation for the new system. You can also look at having signage around the office to keep people informed.

Army of Power Users It is essential to identify power Users in your organization. Power Users are people who are the stars in their department who you can enlist to be your first line of defense for questions, training, and troubleshooting. It is important that power Users understand the importance of their role and the impact they can have. You can provide these Users with additional training so that they are empowered to help their peers. Power Users can also help you learn the language. As you are training, you want to talk about things in the way a peer would not in CRM-speak (entities, navigations, customizations; oh my!).

For big changes such as a major

upgrade, be prepared to look at other ways to motivate people to learn.

Treat Users with Special Care

Every organization has some Users that are resistant to change. It is important that these Users are acknowledged and that you plan how to handle them. They may need additional training time or even some one-on-one support. Get them involved in the change process so that they can see that their feedback is valued. Consider giving them some of the perks of a power User (additional training, testing and feedback sessions, maybe a special lunch) so that you can try to convert them from a destructive force into a positive one.

Other Tips A few final tips to send you off into the exciting world of CRM changes. Keep your training groups small (if possible) so you can focus by User role. Smaller groups also help you target your training only to the appropriate groups when pieces of it do not apply to everyone. Some great features in the newer versions of Microsoft Dynamics CRM for you to highlight include the mobile offerings, Recently Viewed Records, Global Search, Quick Create Forms, etc. There are so many productivity options that can save your Users time and clicks. Also make sure you check out the training materials that Microsoft has provided in the CRM Customer Center. There are full training manuals that Microsoft has released for you to download, edit, and distribute. Do not feel like you have to create all the content yourself. Use what is available online or even get your power Users involved in developing content. What do you think? Share your training and User adoption tips on Collaborate! CRMUG Kylie Kiser is a supervisor for the Microsoft Dynamics CRM implementation for a financial services firm.

30 | CRMUG Magazine

topic

3 2

...with CRMUG Members CRMUG® reached out on Collaborate to find out how Users keep up with Microsoft Dynamics CRM releases. Here’s what a few Members had to say:

Aaron Back Senior Application Specialist CareSource

Pete Majer Principal Consultant Sonoma Partners

For us, the process involves a combination of things that brings the needs together for upgrading/updating or not, including: »» Checking the Microsoft Dynamics CRM Roadmap: www. crmroadmap.dynamics.com »» Keeping a good relationship with your Microsoft Partner »» Planning the length of time for the actual upgrade »» Preparing for gathering requirements »» Understanding the new features that will or will not be included for your end Users, and then... »» Educating your User base on upcoming new features and understanding if they would like any of these features included »» Connecting your Users with Users outside your company, allowing them to hear ideas from peers on potential uses of Microsoft Dynamics CRM »» Partnering with internal teams, SMEs, and business leaders »» Rolling any items in your backlog that you would plan on including anyway »» Testing all add-on solutions to make sure you have the correct version that will work with the new Microsoft Dynamics CRM version you plan to upgrade to »» Documenting everything »» Working on a communication plan: How will we inform all Users of the upcoming changes? This is just a small portion, but is a good start for planning. Finally, back up everything!

For those who like podcasts, there’s a great podcast to keep you up to date with all things Microsoft Dynamics CRM: http://crm.audio

Clayton Wendt CRM Consultant Globe Software Pty Ltd On-premises, we relied upon our vendor to keep us informed along with local IT. Now that we are cloud-based, Microsoft informs us when updates are available, and we schedule them to be applied when we wish. Having a sandbox environment helps. It enables us to apply an update and test what impact this has before applying the same to our production environment, minimizing any issues potentially introduced by the update.

Q3 2016 | 31

t&t

tips & tricks

Word Templates in Microsoft Dynamics CRM by Ingrid Kreitz, Encore Business Solutions, CRMUG® Partner Member

icrosoft Dynamics CRM 2016 was released in January 2016. With it, Microsoft has released template functionality for Microsoft Word and Excel that allows you to extract data from Microsoft Dynamics CRM using a standard document. Word 2013 or 2016 is required in order to use this feature, which is a step up from merging with previous versions of Microsoft Dynamics CRM. If you have a requirement to send or print the same type of documents multiple times at random time intervals, this feature will save valuable time by allowing you to set up a “base” document for exporting data from within your Microsoft Dynamics CRM system and also allowing you to edit, if required, outside of your Microsoft Dynamics CRM system. The basic steps for setting up your Word template are outlined below. Note that you are required to have system administrator security level permissions in order to create these templates. You’ll also need to add the Developers tab if you don’t have it in your Word ribbon already: »» Open Word »» Click File »» Click Options »» Click Customize Ribbon »» Select Developer »» Click OK In this example, I use a basic letter template, but you can set up your template in any way you want, within the limits of Word itself.

4) Click on Word Template.

5) Click on Word Template and Filter by entity, using the drop-down arrow, select Contact. 6) When ready, click on the Select Entity button. After clicking on Select Entity, you will see a dialog that displays the entity relationships. There are different types of relationships to other entities to consider. It’s important to understand these relationships before moving on with the download of a template for editing. 1:N This is a one-to-many relationship. This means that one contact record will have many records connected to the related entity. Example: One Contact has many Activities

Steps: Using Word Templates with Microsoft Dynamics CRM 1) Navigate to Settings > Templates. 2) In the Templates area, click on Document Templates. After clicking on Document Templates, you will see a list of existing templates with their Name, Status, and Modified on Date as well as who modified it. You can choose to modify a template here, but for the purposes of this tip, we will create new. 3) Click on the +New button on the top left. A dialog box to select the template type and entity is presented.

32 | CRMUG Magazine

N:1 This is a many-to-one relationship. This means that many contacts have one record in the related entity. Example: Many Contacts have one Business Unit N:N This is a many-to-many relationship. This means that many contact records have many records in the related entity. Example: Many Contacts have Many Contracts Your relationship entities selection will depend on the type of information you need to have in your template. If you need

all the Contact information, plus the information from the Account in which the Contact is connected to, you will select the N:1 Relationship for Account with the Schema Name of contact_customer_accounts. Note: The schema is the organization, or structure, of the entity. It’s the same database principle used in Microsoft SQL Server.

a) fullname, b) account name, c) address fields, and d) firstname of the recipient.

Note that because the account name is in the N:1 relationship that we selected in step 7, you will need to get that field from XML mapping on customer_contact_accounts.

7) To select the relationship, simply click once on the name. For our example, we will click the N:1 relationship Account. Then Click on Download Template. You will get a dialog box asking if you wish to open or save the document. You have a choice here to save it and then open it later or simply open, make the change, and then save it.

8) Click Open, and the document template will open in Word. In the next steps, you will specify the fields you want in your template based on the entity you have selected for population. First you need to enable the Developer Tab in Word. To do so, follow the instructions here to enable it: http://blog.encorebusiness.com/dynamics-crm-enablingdeveloper-tab/. 9) To start inserting fields into your template, you will need to set up XML Mapping. a) Click on the Developers tab b) Click on XML Mapping Pane c) When the XML Mapping Pane comes up, select urn:microsoft-crm/document-template/<entity name>/

12) Save your template (any name will do).

10) To begin inserting the field controls, expand the Contact entity by clicking on the arrow at the left. It will then expand, and you will see the list of field controls available to you for insertion. We will start with the Contact fullname. 11) Scroll down, Click on fullname. d) Right-click fullname to bring up its local context window e) Click on Insert Content Control f ) Select Plain Text Note of caution here: At the time of this writing, there is a known issue whereas if you try to insert a control other than a Picture or Plain Text, Word may freeze. Continue to insert your controls until you have the dynamic content you need and the final document template you want to create. I have done a simple letter with controls for:

13) Now in Microsoft Dynamics CRM, you will navigate back to CRM -> Settings | Templates. 14) Click Upload Template. The Upload Template dialog box will appear. You have two choices here: You can click on browse to choose the file or simply drag the saved template file from Windows into the blue box with the cloud.

15) Browse and select your file or drag the template file. Click Upload. 16) Once the document template is loaded, you will be prompted to enter the properties and name of the template in the template record form. I’ll simply name it Contact Letter. 17) Save the record. Your template is now in Microsoft Dynamics CRM, and it will auto activate, but you aren’t finished yet. You will need to Q3 2016 | 33

specify who can actually use this template. You will do this by enabling the security controls. 18) In the same window, click on Enable Security Roles. The Enable Security Roles dialog appears and will give you a choice to Enable for Everyone (all system Users), or to select which security roles to enable. I’ll choose CSR Manager. 19) Select the security role, and click the OK button.

20) Finally, to use the template that you created: Navigate to the Contact record you wish to send the letter to. a) Click the ellipsis (…) on the navigation bar. b) Select Word Template. c) Select your new template from the list.

The finished product is a basic example of a letter template. In your template, regardless of content, ensure that you include proper branding. Happy templating! CRMUG

THANK YOU TO OUR CRMUG CHAPTER SPONSORS For information regarding sponsorship opportunities, please email sponsorship@crmug.com

34 | CRMUG Magazine

Ingrid Kreitz is a certified information infrastructure library (ITIL) and Microsoft Certified Professional (MCP) with more than 20 years of analyst and programming experience specializing in the design and development of highly customized ERP and CRM systems. You can reach Ingrid at Ingrid.kreitz@encorebusiness.com.

Name That Photo

contest

This photo was taken at CRMUG European Congress in spring 2016. What do you think was the topic of conversation? Q2 Contest Winner: Chip Thiel of Ohio Gratings, Inc. “…and they all said…’How high?’…”

Simply email your submission to Captioncontest@crmug.com. The winning submission will be printed in the magazine’s next issue.

Q3 2016 | 35

A Preview of

RMUG® Summit 2016 in Tampa, Florida is the place to be this October 11 – 14. Blending special access to Microsoft leadership with credible peer-to-peer knowledge, this conference will deliver electric keynotes, visionary product roadmaps, focused learning, and optimal networking opportunities. It is the premier User-centric experience for Microsoft Dynamics CRM Users.

Expanded Microsoft Content On Tuesday, October 11, there will be additional Microsoft-led sessions giving Microsoft Dynamics CRM professionals the opportunity to hear first-hand the future vision of Microsoft Dynamics directly from Microsoft. Scott Guthrie, Microsoft executive vice president of cloud and enterprise, will deliver a great keynote session where he will share details on the recently announced Microsoft Dynamics 365 product.

Sessions, Sessions, and More Sessions CRMUG Summit 2016 will include 13 tracks with 150+ dedicated sessions including roundtables, hands-on labs, solution showcases, and more Microsoft feedback sessions than ever before. There are a few changes for this year: »» CRMUG Academy starts on Sunday, October 9, with additional Academy class offerings. »» New Tracks: o Sales & Mobility, covering topics including processes, customization, templates, mobility, field service tips, automation, and O365 o Marketing, including sessions on automation, personalization, best practices for tracking performance, lists, and unified Customer experience o Customer Care, including sessions on field service, Customer service, project service, and Microsoft portal sessions »» Hands-on labs will be incorporated into select sessions so you can experience and walk through examples of forms, fields, and work flows in a live Microsoft Dynamics CRM environment. View the event schedule online at www.crmugsummit.com and filter by day, track, presentation type, and level of knowledge. Have more than one employee from your company attending? Review the sessions with your team beforehand and schedule your resources for maximum coverage at Summit.

Networking – Key to the CRMUG Summit Experience The programming committee has created expanded ways for you to meet others like yourself and connect early on and throughout the conference. Dedicated networking time at meals and breaks will help all attendees connect, share, and collaborate. Networking highlights include: »» Expo Hall – A great way to interact with other attendees and find your Partner if they’re attending. They can help you navigate through potential solutions that best fit your current Microsoft Dynamics CRM environment. »» Networking Lunches – Be sure to join your fellow attendees during lunch and find like-minded professionals in your role, region, chapter, or industry.

Unique Opportunities and Experiences CRMUG Summit provides many opportunities for attendees to learn from their peers, discover solutions, and celebrate the Microsoft Dynamics User Group community. Only at CRMUG Summit will you experience: »» CRMUG Medics – These end Users, who are subject matter experts, are available to help answer your Microsoft Dynamics CRM questions. Triage rooms (new this year) will allow you to see real-world examples. »» CRMUG Opening Session and Microsoft Product Roadmap – Microsoft will share their roadmap for Microsoft Dynamics CRM, CRMUG Influencer sessions will enable you to can engage directly with program managers on the future of Microsoft Dynamics CRM from an R&D perspective. »» CRMUG General Session – This special session will acknowledge and celebrate this year’s CRMUG All Stars, chapter leaders, and Chapter of the Year award winners. The Programming Committee (www.crmugsummit.com/about/programming-committee) for CRMUG Summit 2016 has been volunteering their time and energy to create an incredible experience for all attendees. Speakers and presenters (both familiar faces and new faces) are excited to share their knowledge and experiences with you. We’re looking to make this the biggest and best Summit yet. See you in Tampa! CRMUG 36 | CRMUG Magazine

Chapters at

Summit 2016 provides many opportunities for chapter leaders and those who are thinking about becoming a chapter leader to learn, share ideas, and network. Leader Bash Monday, October 10, 8:00 – 10:00 p.m. | Spain Restaurant & Toma Bar All chapter leaders are invited to attend this networking reception. It’s an exciting opportunity to meet fellow leaders and a great way to start the week at Summit 2016. Complimentary drink tickets and appetizers will be provided. Visit www.crmugsummit.com/participate/chapters for additional details.

Energize Leadership Training Tuesday, October 11, 7:30 a.m. – 1:00 p.m. | Marriott Florida Ballroom Kick off your Summit 2016 experience with valuable leadership training that will empower you with skills applicable to your chapter leadership role and professional career.

New this year! The first part of the morning will focus on sharing and reviewing the many resources available for chapter leaders, including the “Meeting in a Box” and tips for setting up agendas for your meetings. While this time is geared for NEW chapter leaders, it’s also a good refresher for returning chapter leaders and a great way to start networking.

Learn, share ideas, meet others like you, and network. This day is packed with everything you need to create great chapter meetings:

»» Community and Systems Best Practices: A system and set up review so you can engage and grow your local chapter community.

»» Chapter Leader Panel: An interactive discussion with tips to run an effective chapter. »» Roundtables: Discuss how to take ideas and put them into action. »» Leadership & Team Building: Keep it fun and energized in your chapters! »» Member Showcase: Methods to incorporate this content into your chapter meetings.

Join us and continue to be inspired to lead your local chapter! This is a complimentary training session for all chapter leaders, and breakfast and lunch are included. For more information and to sign up, visit www.crmugsummit.com/participate/chapters CRMUG

Thank you for volunteering! For the most current schedule details, please visit www.crmugsummit.com/participate/chapters. Q3 2016 | 37

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VAR Partner Solution Showcase

Company AKA Enterprise Solutions

Interviewee Alan Kahn, Managing Director

Email Akahn@akaes.com

Phone Number 212-502-3900

Locations Boston, Massachusetts and New York City, New York

Website www.akaes.com

Established 1998

IMPORTANT ANNOUNCEMENT As of June 1, 2016, AKA Enterprise Solutions merged with Green Beacon to expand its Microsoft Dynamics CRM practice.

40 | CRMUG Magazine CRMUG®: What is the history behind AKA Enterprise Solutions? Alan Kahn (AK): AKA was created in July 1998 with the merger of AKA Consulting Services, owned by myself (the name AKA was derived from Alan Kahn and Associates) and Vision Computer Systems, owned by Jack Ades. After a brief time as “AKA Vision”, we settled on AKA Enterprise Solutions. I often joke that I spent five years looking for the right business partner with a last name starting with “A” (Ades and Kahn and Associates) so I could stick with AKA. While we worked for years in both ERP and CRM, the ERP practice thrived, and the CRM practice struggled to grow. This left us searching for ways to accelerate the growth in CRM, and the combination with Green Beacon was a perfect solution to that challenge.

CRMUG: How did you come to know Green Beacon? AK: I founded an organization called Dynamics Global Partners, which brought together 12 independently-owned Microsoft Dynamics AX Partners who shared a desire to collaborate around common business challenges. Green Beacon was part of that initiative, and we quickly realized that while they were struggling to grow their Microsoft Dynamics AX practice, we were struggling to grow our Microsoft Dynamics CRM practice. AKA’s DNA was with ERP, and Green Beacon’s was with CRM. Six months before we merged the companies, we acquired their Microsoft Dynamics AX practice.

CRMUG: Those are two differences that make a perfect match! What are some similarities that AKA and Green Beacon share? AK: Although the merger was prompted by both companies’ pursuit of growth, it worked because we share a similar set of values, geographies, and oddly enough, a focus on the same two verticals: Public sector and financial services.

CRMUG: What do you have coming up for Microsoft Dynamics CRM Users post-merger? AK: While the formal combination took place on June 1, work was done prior to that to ensure a smooth launch. We are working on cross-selling our solutions to our existing Customers. Moreover, we are very excited about the recent announcements coming from WPC around Microsoft Dynamics 365. We see this strategy as reinforcement around our belief that providing clients with valuable information across their entire enterprise is critical to their success, regardless of whether that data sits within a CRM or ERP solution. We were recognized by Microsoft at WPC as one of three Microsoft Dynamics Partner of the Year Finalists, so we are feeling pretty good about our direction.

CRMUG: Tell us more about that belief of providing value across the entire enterprise. How does Microsoft Dynamics 365 fit into that? AK: We have been integrating Microsoft Dynamics CRM and Microsoft Dynamics AX for years and have always felt CRM and ERP should be part of a combined solution. Now, Microsoft Dynamics 365 is shifting critical enterprise data into ONE system, the way it should be! It will enable more seamless access to data and natural workflows for our Customers. Microsoft Dynamics 365 tears down the wall between CRM and ERP and creates real differentiation for Microsoft when compared to other CRM providers such as Salesforce.

CRMUG: You mentioned a vertical focus on public sector and financial services. Tell us more about your experience there.

AK: Yes, for our Microsoft Dynamics CRM and Microsoft Dynamics AX practices, AKA focuses on two major verticals including public sector and financial services. We have done a bunch of work around case management for both federal and state and local governments. We have worked extensively and have strong accelerators for our clients in citizen engagement, youth and community development, health and human services, and grant management. In financial services we work with a variety of sectors, but wealth management is where we have been able to provide the most impact for our Customers. CRMUG: Why do Customers love working with AKA? AK: The company was founded based on a set of shared values, half of which relate to the way we interact with our Customers. While our team members are all different, we think about Customers’ experiences first and appreciate the consistency around the way they are treated by our team. We are very focused on listening to Customers and aligning with their approach to projects. Some projects leverage best practices, and others are custom-built to the clients’ needs. We are well-versed in both approaches. In addition, we are very committed to our vertical pursuits. Customers like to work with consultants who are deeply familiar with

what others have done to overcome a common challenge, and our team of consultants is able to bring that experience to each project. Finally, since we focus on both CRM and ERP and feel so strongly that the combination of these (and other critical systems) make up our clients’ enterprises, we are uniquely positioned to bring these otherwise disparate systems together for them. CRMUG: What do you like most about being involved in CRMUG? AK: First, the community is uniquely passionate and supportive about Microsoft Dynamics CRM. It draws people who want to learn and do more with the product, especially as they come to understand the full breadth of its capabilities. The CRMUG forums are a great place for Users to ask questions, share news, and exchange ideas. And, because MVPs make contributions regularly, you know you’re getting input from people with years of success using the solution. Second, it enables Partners like us to hear directly from Users about what they’re trying to accomplish as well as any issues they may face in maintaining, enhancing, and updating Microsoft Dynamics CRM. This occurs across all industries, both online and at in-person events. We then use that information to tailor our solutions and more effectively serve our Customers. CRMUG

“They did a great job managing expectations and made the implementation seamless by getting the specifications up front, eliminating all the back and forth. Our migration from Salesforce to Microsoft Dynamics CRM remains the only consultant-led project that finished on time and on budget.” Brent Leadbetter, Vice President of Client Strategies at Research Affiliates

Q3 2016 | 41

feature

How did we get here?

So, what do we do now?

To Upgrade or Re-implement

XRM Monster

42 | CRMUG Magazine

Taming an

story by Debbie DeHart, DSD Concepts, CRMUGÂŽ Partner Member

n the world of Microsoft Dynamics implementations, upgrades are big decision points. Your company is likely facing a hard path to a new version of the software. Delays happen when dayto-day reality holds back upgrades for fear of real pain and disruption of business. Â And suddenly you find yourself several versions behind.

How did we get here? Perhaps itâ&#x20AC;&#x2122;s an upgrade from Microsoft Dynamics CRM 4.0 or 2011 to one of latest iterations such as 2015 or 2016. To complicate matters, priorities may have changed with regard to an on-premises install, and now the cloud may be appealing with Office 365 (and SharePoint) prevalent at many businesses. Usually the driving factor on whether to upgrade revolves around a much tougher issue: customizations. Every implementation of Microsoft Dynamics CRM that I have touched in the last five years has a similar story. The customization of the system started out extremely disciplined to meet a certain set of criteria and budget constraints. After go-live, it became apparent that some key capabilities may have been missed.

Without a governance plan in place, there may be little to no documentation of these customizations, which are mostly simple compared to the overall application.

Improving our business solution! And thus it begins. The needs of the Users rise to the top of lists, and in-house developers or Users with technical skills begin making changes. Without a governance plan in place, there may be little to no documentation of these customizations, which are mostly simple compared to the overall application. They may consist of a handful of new entities or changes to option sets (that is, dropdowns, which often have inconsistent lists created and maintained by different groups or individuals). Q3 2016 | 43

Also, you may have a third party XRM application to contend with. In this case, three upgrades are needed, the base application, the third party solution, and your own customizations.

So, what do we do now? First, the decision to undertake change is hard for many organizations. Many wait until Microsoft notifies them of the end-of-life support date for their product of platform. Others forge on even after the end date without much needed support. It often takes a new need, either of functionality or hardware platform, to bring the situation to a real plan to go forward. A change in leadership may propel the project forward, with an internal champion stepping up and convincing management that change is necessary. Whatever the reason, once we start down the path to planning, we need to consider re-implementation.

Considerations: Cost, Risk, Gains Comparing the two approaches often involves laying out pros and cons of each. The review should start with the deprecated JavaScript, deprecated endpoints, and plug-ins. Microsoft Dynamics CRM 2013 is the key version where these changes occurred. A run through of the Custom Code Validation tool and the Plug-in Registration tool will identify many of the problem areas. Custom workflow plug-ins have to be replaced. Database schemas have changed. This will affect custom reports and integrations. A solid requirements document with all these items outlined will help determine the amount of time and energy necessary for an upgrade. A review of these items may reveal some of these custom items are no longer needed, or that the design is outdated; either way you may discover that a redesign is in order. If you are using a reseller or consultant to assist you, I would advise you to ask for their help with this. You may even consider it worth engaging them to do an assessment of your customizations and development. They can produce a survey that will give you a good idea of which alternative is best for you. This approach can help to “sell” the project to your management, showing them a path forward that makes sense. Costs: Supported versions of the operating systems, SQL Server, and reporting tools have changed. The licenses for these need to be included in your overall plan for the migration. With very complicated customizations, more than likely the cost will be higher to go through the normal upgrade process. It’s notable that when upgrading from Microsoft Dynamics CRM version 4.0 or 2011, upgrades require going through each succeeding version upgrade, i.e. 2013, 2015, to ultimately 2016. If your system is well-documented, some of these dollars will be mitigated. Don’t forget to take into account any new hardware requirements; these costs can sometimes be significant. Risk: I consider the largest risk factor to be the risk of layering the existing functionality on top of the new system. It’s a long upgrade path because of the multiple version hops. Temporary server environments are needed for each version in order to run the upgrade processes. They will be deleted after the upgrade is completed. This may be the decision point for upgrade or re-implement. If documentation is lacking and your team has a number of new and different processes, it will make more sense to view this as a “new” project and do good business analysis work. This includes reviewing all the existing workflows, as well as new components, to arrive at a new view for your XRM platform utilizing all the new features and functionality of the latest version. Gains: Moving ahead to one of the newest versions will really improve the development experience from the technical aspect. Along with these business process improvements, there are so many enhancements as well as tighter integration with Excel, OneNote, Exchange folders, tablets, and mobile apps. Several key gains with the new versions revolve around better access to the data, whether it’s Power BI or Excel templates that use Microsoft Dynamics data. Also the incorporation of products such as Parature, Adxstudio, or FieldOne can add much needed functionality to your platform. Significant changes can also come from your existing third party applications. Be sure to review them and consider the benefits. The Delta: The decision is ultimately about improving your business solution. My advice is to seize the opportunity and make it about your company, your Users, and the future. Whether you upgrade or reimplement, find your path and follow it; without pains, no gains. CRMUG Debbie DeHart is an independent consultant and delivery manager for Microsoft Dynamics CRM, Microsoft Dynamics AX, and SharePoint. Want to talk about your XRM monster? Contact Debbie at Debbie@ dsdconcepts.com.

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G U M G M C U M R C G U M R C G U M R G M U R C R CR G UG M RM C G U MU CR C G UG RM RM C G U M CR C UG U RM R G C G MU M CR C UG M C G U M R C G U M R C G U M R C U M C G M RM C R G M C UG U R U R CR G G C UG UG RM RM C G MU M CR C UG U RM CR G C G MU M CR C UG U RM CR G C UG MU RM CR C UG MU M RM C U R C G UG M RM C G U MU R CR G UG M RM C G U M R C G U M R C G G U M C G U R C G U M R C R M R CR G UG M RM C G U MU CR C UG UG RM RM C G U M CR C UG U RM CR G C G MU M CR C UG U RM M U C G UG M RM C G U M R C G U M R C G U R CR G C M G M RM C U C G U R G M M C UG U R U R C R R CR G UG M RM C G U MU CR C UG UG RM RM C G MU M CR C UG U RM CR G C G MU M CR C UG U RM CR M C G U C G UG M RM C G U M R C G U M R C G U M G M RM C U M CR C G U RM R R G M C UG U R U C R R CR G UG M RM C G U MU CR C UG UG RM RM C G MU M CR C UG U RM CR G C G MU M CR C UG U RM CR G C M R C G U M C R C U R C M R C G U M R C G U M R C G U M R G C UG MU RM CR G C UG MU RM CR G UG MU RM C G C UG MU R U C C R CR G UG M RM C G U MU R C G UG M RM C G U M R C G U M R C G U M R C G U RM R C G M G M U U R G M R M C R C G U U MU CR CR G UG M RM C G U M CR C UG UG RM R G C G MU M CR C UG U RM CR G C G MU RM CR C UG U RM C C C M U G M R G M C R U M RM C G U M CR C UG UG RM R G C G MU M CR C UG U RM CR G C G MU RM CR C UG U RM CR G C UG MU RM CR G C UG U M R C G M U G M U R G M C R U C G R R CR G UG M RM C G U MU CR CR UG UG RM RM C G MU M CR C UG U RM CR G C G MU M CR C UG U RM CR G C UG MU RM M U C G UG M RM C G U M R C G U M R C G U M R C G U R C G G MU M C U M CR C G U M R R G M C UG U R U C R R CR G UG M RM C G U MU CR C G UG RM RM C G MU M CR C UG U RM CR G C G MU M CR C UG U RM CR G C UG MU RM CR M M CR C UG U RM CR G C G MU RM CR C UG U RM CR G C UG MU RM CR G C UG MU RM CR G UG MU RM C G C UG MU RM CR G UG M U C C R CR G UG M RM C G U MU R CR G UG M RM C G U M R C G U M R C G U M R C G U RM R C G U M CR C M G M U M U R G M C R C G U U MU CR CR G UG M RM C G U MU CR C UG UG RM R G C G MU M CR C UG U RM CR G C G MU RM CR C UG U RM CR G C UG MU R G M G M M R U G M C G U M R R C G U C R U M C C G C UG MU RM CR G UG M RM C G C U MU CR CR G UG RM RM C G U M CR C UG U RM R G C G MU M CR C UG U RM CR G C G R M U G M RM C G U M CR C UG UG RM RM C G MU M CR C UG U RM CR G C G MU RM CR C UG U RM CR G C UG MU RM CR G C UG MU U M R C C G U M G U R C G R M U G U R M C R U G UG M RM C G U M R C G UG M R C G U M CR C UG U RM R G C G MU M CR C UG U RM CR G C G MU RM CR G G M U R C G U G M R C G U M R U C U M R R CR G UG M RM C G U MU CR CR G UG RM RM C G MU M CR C UG U RM CR G C G MU M CR C UG U RM CR G C UG MU M G M U M U R G M C R C G U U MU CR CR G UG M RM C G U MU CR C UG UG RM R G C G MU M CR C UG U RM CR G C G MU RM CR C UG U RM CR G M G M M R U G M C G U M R R C G U C R U M C C G C UG MU RM CR G UG M RM C G C U MU CR CR G UG RM RM C G U M CR C UG U RM R G C G MU M CR C UG G R M U M RM C G U M CR C UG UG RM RM G C G MU M CR C UG U RM CR G C G MU RM CR C UG U RM CR G C UG MU RM CR U R C G U M G M U R C G G UG RM RM C G U M CR C UG UG RM R G C G MU M CR C UG U RM CR G C UG MU RM CR C UG MU RM CR G C UG G M U R C G U G M R C G U M R U C U M R R CR G UG M RM C G U MU CR CR G UG RM RM C G MU M CR C UG U RM CR G C G MU M CR C UG U RM C M C G M U G M U R G C R U C G U M C R C U MU R CR G UG M RM C G U MU R C G UG M R C G U M CR C UG U RM R G C G MU RM CR C UG G M G M M R U C G U M R R C G U C R U M C C G C UG MU RM CR G UG M RM C G C U MU CR CR G UG RM RM C G U M CR C UG U RM R G C G MU M G R M U M RM C G U M CR C UG UG RM RM G C G MU M CR C UG U RM CR G C G MU RM CR C UG U RM CR G C U C G U M R G U M U R C G G UG RM RM C G U M CR C UG UG RM R G C G MU M CR C UG U RM CR G C UG MU RM CR C UG MU RM G M U R C G U G R C G U M R U C U M R R CR G UG M RM C G U MU CR CR G UG RM RM C G MU M CR C UG U RM CR G C G MU M CR C M C G M U G M U R C R U U MU CR CR G UG M RM C G U MU CR C UG UG RM R G C G MU M CR C UG U RM CR G C G MU R M G R M C G M U G M U R C R C G M U C C G C UG MU RM CR G UG M RM C G C U MU CR CR G UG RM RM C G U M CR C UG U RM R G C G R M U M RM C G U M CR C UG UG RM RM G C G MU M CR C UG U RM CR G C G MU RM CR C UG U U M R C C G U M G U R C G R U G U R M C R G M U R C G UG M RM C G U M R C G UG M R C G U M R C G U M R C G U M CR G M U R C G U R C G U M R U C U M R CR G UG M RM C G U MU CR CR G UG RM RM C G MU M CR C UG U RM CR G C G MU M G M U M U R C R C G U MU CR CR G UG M RM C G U MU CR C UG UG RM R G C G MU M CR C UG U RM CR G M G M M R U C G U M R R C G C U M C G C UG MU RM CR G UG M RM C G C U MU CR CR G UG RM RM C G U M CR C UG R U G M U M RM C G U M CR C G UG RM RM C G U M CR C UG U RM CR G C G MU RM CR U M R C C G U M G U R C R U G U M C R G G UG M RM C G U M R C G UG M R C G U M CR C UG U RM R C G G M U R C G U R C G U M R C U M R CR G UG M RM C G U MU CR CR G UG RM RM C G MU M CR C UG U RM C M G U M U R C R C G U MU CR CR G UG M RM C G U MU CR C UG UG RM R G C G MU M CR C UG G M M R U C G U M R R C G C U M C G C UG MU RM CR G UG M RM C G C U MU CR CR G UG RM RM C G U M R U M RM C G U M CR C UG UG RM RM G C G MU M CR C UG U RM CR G C C G U M R G U M U R C G UG RM RM C G U M CR C UG UG RM R G C G MU M CR C UG U RM M R C G U M R C G U M R C C G U R C U R CR G UG M RM C G U MU R CR G UG M RM C G U M R C M U M U R C R C G U MU CR CR G UG M RM C G U MU CR C UG UG RM R G C G MU G M M R U C G R C G C U M C G C UG MU RM CR G UG M RM C G C U MU CR CR G UG RM RM C R M RM C G U M CR C UG UG RM RM G C G MU M CR C UG U C G U M R G U U R C G UG RM RM C G U M CR C UG UG RM R G C G MU M CR U C G U R C G U M R C U M R CR G UG M RM C G U MU CR CR G UG RM RM C G MU M C G M U C R U MU CR CR G UG M RM C G U MU CR C UG UG RM R G M M R U R C G C U M C G C UG MU RM CR G UG M RM C G C U MU CR CR G R G M U R C M RM C G U M R C G UG M RM C G U M CR C G U M R U U C G UG RM RM C G U M CR C UG UG RM R G C G U C R C G U M R C U M R CR G UG M RM C G U MU CR CR G UG RM M M U R C G U MU CR CR G UG M RM C G U MU CR C UG G R M C G M U R C C G C UG MU RM CR G UG M RM C G C U MU R M RM C G U M CR C UG UG RM RM G C U M R C C G U R U G UG M RM C G U M R C G UG R U R C G U M R C R CR G UG M RM C G U MU CR CR M M U R C G U MU CR CR G UG M RM C G U G M U R C G C C G C UG MU RM CR G UG M RM R M RM C G U M CR C UG UG C G U M R U G UG RM RM C G U M CR U R C G U M C R CR G UG M RM C G U M U R C U MU CR CR G UG M RM G M U C C G C UG MU RM CR G R M RM C G U M CR C G U U G UG RM RM C G U R C C R CR G UG M M U U MU CR CR G G M C G C UG MU R M RM C U G UG R C R CR M U G R

trending topics

he CRMUG® Open Forum is a great place on the CRMUG website for sharing best practices, tips and tricks, and general knowledge with others. It’s also a place to post questions and get answers from other Microsoft Dynamics CRM Users. The CRMUG online community has more than 11,500 discussion posts. Below are two recent topics that garnered much discussion. Check them out and then take a moment to share your opinion, answer someone’s question, and/or post your own question (or quick tip that helps you be more efficient).

Quick View Records Displaying Differently

Visit www.crmug.com/trend1 to view the full thread and read all comments.

CRM 2013 - Tasks Deleting

Visit www.crmug.com/trend2 to view the full thread and read all comments.

it’s easy to post a question or a response...

Visit www.crmug.com, log in, and click on Learn & Engage  Open Forum. You can start a new topic or use the Search feature to join an existing discussion.

Q3 2016 | 45

Chapter Sponsor

The Portal Connector

Atlas by Globe Software

Jon Russell, Director of Information Technology at Managed Medical Review Organization (MMRO)

Michele Foster, G&A Applications Manager at Depomed, Inc.

MMRO is an independent and accredited full-service organization specializing in disability retirement management and vocational assessment services solely to the public sector. As you can imagine, dealing with a high volume of claims each day takes incredible tracking power. Jon Russell, director of IT, explains, “We need to track everything about a disability claimant’s case, from demographic information, to medical records, to specific medical appointments and their outcomes.” Using Microsoft Dynamics CRM was a good start, but MMRO dealt with a lot of manual claim tracking and updating until The Portal Connector came around with their solution. The Portal Connector interfaces with MMRO’s online instance of Microsoft Dynamics CRM. The portal site is hosted by The Portal Connector, which also helps with maintenance for anti-virus, server patching, and security monitoring. “The portal on top of Microsoft Dynamics CRM allows our public sector clients to login and submit their own claims,” Jon explains. “They can also view a claim’s status and track it throughout the entire claim life cycle as it goes through a comprehensive medical claim review.” The Portal Connector has helped MMRO put more real-time claim information in the hands of their clients, which also reduces the workforce needed to manage manual data entry and tracking. MMRO can now put their resources in more value-add areas of the company. “For example,” Jon shares, it frees up administrative staff to conduct follow-up calls for vital medical information and coordinate medical appointments.” The biggest benefit MMRO has seen with The Portal Connector is being able to enable self-service for their clients. “It has greatly improved the communication channel with our clients. The Portal Connector is one of our primary touchpoints with our clients for claim status, and our main driver for the business of creating new claims and providing recommendations back to our clients,” Jon says. “It’s been a vital part of how we communicate with our clients over the past two years, and that makes The Portal Connector an extremely valuable tool for us.” In addition to a valuable solution, The Portal Connector has been a very supportive Partner for MMRO. “It’s been great to work with a team of people who have been very supportive and responsive to our business requirements and our need for a highly secure, scalable, and reliable solution,” Jon concludes. “We have that relationship with The Portal Connector, and we’re very grateful.”

When Depomed, Inc. experienced frustration with the standard reporting out of Microsoft Dynamics AX, their G&A applications manager, Michele Foster, spoke up about Globe Software and their Atlas solution. “Atlas is a great query tool that I used at my previous employer, so it was the first thing I recommended when I joined the IT team at Depomed,” Michele explains. Even though they weren’t ready to fully implement it, Michele pleaded for one User license to prove its effectiveness. “I was going nuts not being able to get the information out of Microsoft Dynamics AX that I needed,” Michele recalls. After the finance and executive team saw the real-time and complex reporting available via Atlas, they were on board. Michele shares, “Our controller wanted to get sub ledger transactional information from inventory, so I combined six tables in one report to provide historical and up-to-the-minute transactional data. He was immediately impressed.” Another great example of reporting that is unique to Depomed is workflow trends and approval times. They have a very complex approval workflow, and the finance department was getting blamed for how long it took invoices to get approved. Atlas was able to identify the sticking points, and Depomed could troubleshoot the problem areas where they actually happened. “This was a huge win for the company, and it has really improved my relationship with the finance team. They were sick and tired of being blamed for something that wasn’t their fault and with Atlas, we could finally prove that,” Michele shares. The executive team loves the visual charting in Atlas, and Michele is especially fond of its ease of use. She shares, “I like to make people’s lives easier, and Atlas does just that. If you can use Microsoft Excel, you can figure out Atlas.” With Atlas, Users see reports in Microsoft Excel and can use all Excel functions and formulas. Atlas replaces SSRS for non-technical Users and gives the power back to access, create, and blend data in Excel. The team at Globe Software is very supportive, and whenever Michele sees them in-person at events, she can tell they love their product. “The passion they have for their business is so obvious, and it really makes me want to continue doing business with them,” Michele concludes. With an amazing track record with Microsoft Dynamics AX, Globe Software is just starting to break ground in the CRM market space. Atlas, a powerful end User solution for reporting and upload, is now available for Microsoft Dynamics CRM. As an annual CRMUG™ sponsor, Globe Software is presenting Atlas soon at several regional chapter meetings.

46 | CRMUG Magazine

his past May, the inaugural CRMUGÂŽ European Congress 2016, in cooperation with Microsoft Business User Forum e.V., was held in Stuttgart, Germany. During the event, Microsoft Dynamics CRM Users were able to gather to learn more about Microsoft Dynamics CRM from other local Users, Microsoft MVPs, and Microsoft constituents. Sessions covered key topics and roles such as administrator, information technology specialist, developer, User adoption, and change management. It was delivered in partnership between Dynamic Communities, Inc. and the Microsoft Business User Forum (MBUF).

Here are some social media highlights:

48 | CRMUG Magazine

Q3 2016 | 49

Webinar

Speed

Read Customer Service Best Practices: Case Creation and Routing

story by Sarah Jelinek, Arctic Information Technology, Inc., CRMUG® Partner Member

As part of the “Get2Know CRM 2015” series, Sarah Jelinek presented a webinar on case creation and routing. This article highlights Sarah’s key points from that presentation. If you’d like a refresher on Microsoft Dynamics CRM 2015, CRMUG encourages you to check out the “Get2Know” sessions that are archived on www.crmug.com/crm2015.

50 | CRMUG Magazine

Case Creation Overview Automated case creation has previously been available with the help of queues and workflows, but starting with the spring 2014 release of Microsoft Dynamics CRM Online and Microsoft Dynamics CRM 2013 SP1 on premise, this feature is now built into Microsoft Dynamics CRM under “Automatic Case Creation Rules” within Service Management. Microsoft Dynamics CRM 2015 Update 1 now allows the creation of cases and other record types including leads, opportunities, campaign responses, custom entities, etc. The rules can be configured for each source type/channel, and the owner of the case/record creation rule will be designated as the owner of the record being created.

Examples of Automatic Record Creation With case creation, a User can automate aspects of their service, sales, and marketing functions, including, but certainly not limited to, the following areas:

»» Service: Support, feedback, and product registrations »» Sales: Inquiries (leads) and orders »» Marketing: Campaign resources and event registrations Sarah created a demo for the session using CRMUG as her guinea pig. In this demo, she noted that any inquiry that is sent to a CRMUG support request email alias would have a case created. The subject field of the case would be configured to match text included in the subject of the email. The CRMUG team would then be able to address the received email, while easily keeping track of the case.

Routing Rules Overview Case routing has also previously been available with the help of queues and workflows and was built into Microsoft Dynamics CRM under Routing Rule Sets at the same time as case creation noted above. An important thing to note is that only one routing rule set

can be active at any point in time, and active routing rule sets are automatically applied to automatically-created cases. However, to add a routing rule to a manually-created case, you must select the “Apply Routing Rule” function. These cases with routing rules can then be added to queues or assigned to Users or teams.

Examples of Routing Rules Routing rules can also be used to automate aspects of a User’s business, including, but not limited to:

»» Service: Product feedback, questions/issues, and escalations »» Sales: Orders and returns/credits »» Marketing: New and existing CRMUG was once again the guinea pig in Sarah’s hypothetical example of using routing rules. This time, she noted that cases could be by membership, education, feedback/support, and conferences. Based on the case subject, routing rules would direct cases to queues designated for those subjects. Subject matter experts would then monitor the queue for any new cases routed to his/her group.

Tips and Tricks There are a couple things to keep in mind when you set up your cases and rules: Conditions are considered in the order they are listed for both case creation and routing rule sets. Only one item that has matching conditions is applied, and succeeding conditions are not considered. Active rules cannot be edited. They must be deactivated first, then edited and reactivated. Complex routing may still require custom code.

CRMUG

Sarah Jelinek is a senior consultant/trainer on Microsoft Dynamics CRM for Arctic Information Technology, Inc. She has been certified on Microsoft Dynamics 3.0, 4.0, 2011, 2013, and 2015 and can be reached at Sjelinek@arcticit.com.

Q3 2016 | 51

ISV Partner Solution Showcase

Finding the Fuzzy Matches

COMPANY QGate

INTERVIEWEE Rowland Dexter, Managing Director

WEBSITE www.qgate.co.uk

HEADQUARTERS Hampshire, United Kingdom

PHONE +44 517-853-1214

EMAIL Rowland.dexter@qgate.co.uk

QGate is best known for… Data de-duplication, intelligent search, and computer telephony integration.

52 | CRMUG Magazine CRMUG®: How long has QGate been around? Rowland Dexter (RD): We’ve been in business for 20 years now. My partner, Mark Cooper, and I started out as freelance consultants around salesforce automation in technologies that predate Microsoft Dynamics CRM. We soon became an established CRM implementation Partner for U.K. businesses and began developing ISV solutions for Partners to sell throughout the world.

CRMUG: What is your role now, and what do you enjoy most about it? RD: I cover the business and commercial side of the company now while Mark takes on the product development. I love that I still get to talk directly with Customers. Coming from a consulting engagement background, it’s the part of my job that I get the most satisfaction from. There is just something about leaving Customers with a solution that improves their business. It never gets old.

CRMUG: In those early days, did you notice certain pain points while implementing Microsoft Dynamics CRM that resulted in your ISV solutions? RD: Yes, data quality has always been a major pain point for Microsoft Dynamics CRM Users, so we focused two of our technologies to manage data quality by preventing data duplications and cleaning up data that’s already entered into Microsoft Dynamics CRM. We also received feature requests early on for hooking up telephony systems with Microsoft Dynamics CRM. Phone-centric operations like customer service and sales need integration with CRM to speed up identification of accounts and the CRM-related data. It is not just call centers that benefit from this sort of integration.

CRMUG: Interesting. So, this is quite a bit different than Skype, which syncs with Microsoft Outlook, right? RD: Correct. Computer telephony integration (CTI) links your traditional phone system with what is happening in Microsoft Dynamics CRM. So if a Customer calls in, our solution will highlight that account/contact or lead in Microsoft Dynamics CRM. There is an amount of confusion around CTI, the various components, technologies, and acronyms. We work hard to educate our Customers and Partners on the various elements of CTI – where it starts and where it stops, helping people understand what they need to get the benefit they are looking for.

CRMUG: How would you say your company is embracing Microsoft Dynamics CRM 2016? RD: We’re living it, really. We’re 100 percent behind Microsoft Dynamics CRM Online, talking positively with our Customers about what Microsoft Dynamics CRM 2016 does for their business. A lot of our communications with Customers is around new features, keeping them informed so they can make upgrading decisions. Of course, on the ISV side of our business, we’re constantly making sure our solutions are

compatible with new releases so Customers can upgrade without any issues. CRMUG: What do you have coming up for Microsoft Dynamics CRM Users? RD: We are very excited about our first full software as a service (SaaS) offering called Paribus Interactive. It’s another iteration of our duplicate data prevention solution, and it is new ground for us to offer a subscription for our solutions. CRMUG: How do your solutions help make Microsoft Dynamics Users more productive? RD: The simple act of preventing duplicate data helps Users be so much more effective and ultimately improves User adoption. There are some clunky processes in Microsoft Dynamics CRM, and our intent is to overcome those areas that aren’t as slick as they should be. Our solutions reduce administrative overhead so that productivity and usability can be improved. CRMUG: How is your software different from the de-duping features innately in Microsoft Dynamics CRM? RD: The level of duplicate detection in Microsoft Dynamics CRM is very simplistic and unsophisticated. In order to match, the data has to

be exact. We bring in flexible algorithms to make the matching much more sophisticated. Here are a few examples: »» It won’t match up Paul and Paula because it understands gender. »» It will pull in differentiations of a name, such as Will, Willy, Billy, Bill, or William. »» It will pull in variations of account names, such as University of New York and New York University. In addition to preventing Users from entering in duplicate data, Users can search with more sophisticated algorithms to find an account or contact much easier. We help Users find the fuzzy matches that Microsoft Dynamics CRM just can’t catch. CRMUG: What do you like most about CRMUG and the community? RD: I love attending the U.K. chapter meetings. With any opportunity to communicate with Users, we are there to help where we can. We’ll be in Tampa this year as a Platinum sponsor and look forward to gaining feedback there. I also market CRMUG to our own Customers as a benefit of using Microsoft Dynamics CRM. It shows the strength and supported community of the product, and that’s a significant benefit. Not every CRM product has that to back it up. With CRMUG, Microsoft Dynamics CRM Users are not alone. CRMUG

“QGate’s Paribus Interactive allows our sales and service staff to find customer records quickly and easily and means that we can concentrate on delivering service rather than finding names in a database. Our CRM data is as duplicate-free as it could be, with no added effort, making it easier for forecasting and reporting!” Steve Luckett, Director, Lucketts Travel

Q3 2016 | 53

feature

Surfing the

story by Kara Tanek, GLY, CRMUG® User Member

Curve hat do you call a bear with no teeth? A gummy bear! Okay, okay, chuckle or groan, the odd joke can make Microsoft Dynamics CRM training a far more bearable (sorry!) experience. Recognizing that the learning curve of our Users resembles ocean waves rather than the standard arc means we work hard to keep our people surfing the top of the waves and rescuing them when they start to slide under. Including humor, sincere appreciation, and chocolate in our training methods has proven to be our best tactic in improving User adoption. Also important: Rather than homogenizing everyone into “Users,” a way of demonstrating appreciation is knowing how people interact with Microsoft Dynamics. At a large organization, this may be understanding how distinct offices or divisions use the system; perhaps it may be by roles. Training in context with how people actually use the system will generate the best results.

Queue the Laughs

Just as a good laugh at the beginning of a speech can draw an audience together, starting a training session with humor relaxes trainees and creates an engaging learning environment. Laughter is a proven stress reliever, and it sounds small, but setting the stage with a smile and personal greeting when people arrive for training makes everyone more comfortable. Our training sessions are a mix of presentation slides and hands-on activity. Homer Simpson makes an appearance at a critical point during the presentation and serves two purposes. First, it’s startling to see a giant Homer Simpson, and he brings everyone’s attention back to the presentation if we’ve lost them. Second, he’s at a strategic place in an important business process flow, and referencing Homer helps people remember the lesson. During the hands-on portion of training, we encourage people to create ridiculous data. Whether they’re making themselves the company president or recording an activity note about their trip to the Super Bowl, they’re retaining more than if we asked them to follow a scripted training guide. Throwing in celebrities as contacts in the test environment sparks memorable conversations at strategic points and helps our trainees key in on strategic points in the process. Eddie Vedder and Johnny Cash are contacts we use in our hands-on training, again because they bring people’s attention back to Microsoft Dynamics and help them remember key points. Be creative or even silly with this tactic; a contact named Carrot Popsicle would have a similar effect. Humor isn’t limited to training materials. It may come as a surprise, but there are actually comic strips that poke fun at CRM systems. Use them to open a meeting or include them in a regular CRM email

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communication to your Users. As the official system admin and unofficial data oversight manager, the odd comic has the added benefit of letting people know I don’t take myself too seriously. And of course, when preparing training materials, the primary goal is to train, and humor should be complementary and relevant to learning objectives.

Say Thank You What was true in the 1930s is still true today. In Dale Carnegie’s classic book, “How to Win Friends & Influence People,” his second lesson is to “show honest and sincere appreciation.” Thanking people for asking for help, reporting issues, and simply using the system encourage a positive feedback loop. More importantly, it generates goodwill because we are acknowledging that we understand using the CRM system is not their first priority and instead a tool to help them capture, share, and build on the relationships they are building when they are doing “real” work. Thanking people in an ongoing manner is beneficial in maintaining User adoption. Similarly, checking in with people who have not been in the system and offering assistance prompts our people to get back into the system. Helping people in person or via a web conference usually gets them to open up about what is confusing to them. If it’s confusing to one person, it is likely confusing to many. Learning about these pain points allows me to update our help page and send regular “Tips + Tricks” emails that address very specific needs. In an extension of showing our appreciation for people using the CRM system, we stocked up on chocolate bars. In the few weeks that follow each training session, we usually have a couple stand-out Users who enthusiastically jump into the system. To encourage their behavior we surprise them with a chocolate bar, but not just any old chocolate bar. Ours have custom wraps that announce they are “CRM Rock Stars” or “I ❤ CRM.” More than a few of the wraps are tacked up on cubicle walls. Taco bars and sandwiches work, too. We offer quarterly working sessions that people bring their laptops to and enjoy lunch on us while they get their work done in Microsoft Dynamics. Questions are answered live, and particularly tricky tasks are demonstrated on the projector for everyone to see.

Surfing the Curve It’s naïve to believe that User adoption will never be an issue, but we can honestly say it is not our biggest challenge in Microsoft Dynamics. Our attitude is to set people up to stay on top of the learning curve, and having a few laughs along the way makes it more agreeable for everyone. CRMUG Kara Tanek is a senior marketing coordinator for GLY and can be reached at Kara.tanek@gly.com. Q3 2016 | 55

t&t

tips & tricks

Promote to Admin Explained by George Doubinski, Alexanders IT, CRMUG® Partner Member

’ve seen some articles about the “Promote To Admin” button, new in Microsoft Dynamics CRM 2016 Update 1, explaining in detail how this button makes admin life easier by allowing you to quickly grant a User system administrator role. All of the articles miss one important function that this button allows you to do, and it’s the functionality we’ve been wanting for years: PROMOTE TO ADMIN button allows authorized Users to impersonate end User roles. (What does “authorized” mean here? Keep reading.) If you have a system administrator role, try the following: »» Ensure that there are other system administrators in the system. In case something goes wrong, and you remove all of your privileges, they will be able to bail you out. »» Grant yourself a self-sufficient role or combination of roles. By self-sufficient I mean a role that allows you to log on and operate Microsoft Dynamics CRM as a User. For example, Customer Service Representative gives you access to the UI and CRM goodies while Survey User, part of the Voice of The Customer solution, is an additive role that is not self-sufficient and won’t let you log on. »» Remove System Administrator role. You will get a warning about the world ending; ignore this. (You did ensure that there are other system administrators in the system, right?)

»» Hit Ctrl-F5 to fully refresh the browser session. You are now Customer Service Representative or whatever role you have granted. Boom!

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»» When done playing with the role, go to Settings > Security >

Users, select yourself, and press Promote To Admin. You’re back to system administration. Badaboom! That’s how all new trials are tailored when you select a specific role during the trial provisioning.

Under the hood There is a new privilege, Promote User to Microsoft Dynamics CRM Administrator Role (prvPromoteToAdmin, in nerd-speak).

Note that it’s not enabled for the System Administrator role. So how does this privilege stay with the original User? It’s granted via the hidden role Support User, which you can find using Advanced Find. Warning: Use this massive knowledge at your own risk, and don’t drink and administer the system. CRMUG George Doubinski is an ex-nuclear ex-scientist, occasional blogger, lousy curling player, CRM Enterprise Academy trainer, and consumer of fine foods and liquids. You can reach him at George.doubinski@ alexanders.net.au.

wordfind Congratulations to Alison Johnson of Shentel for winning the Q2 2016 Word Find. Your prize

Abby Gunning

is in the mail! Below are 25 words that relate to the topics and theme in this issue of CRMUGÂŽ

Academy

Magazine. These words can be found in the grid horizontally, vertically, diagonally, backwards, and forwards. Submit your completed Word Find for a chance to win a gift certificate; simply

Advanced Find

scan and email your entry to Wordfind@crmug.com.

A B B A D V A N C E D F I N D E N G A G E M E N T

D E C I V R E S N I M D A O T E T O M O R P M C P

A F I N D A Y G E T A R T S E R A W T F O S I S R

S A C I S S E J E C I V R E S R E M O T S U C C O

H F P A T H W O R D S E R V I P C O M M U R R I M

B O U P G R A D E P A T H R S A D Y N A M P O M O

O R W S B E S P Y C R M P O W R M E M U N R S A T

A S O J E S S I C A F O R S Y T H E G D T A O N E

R Y R R S R T E M P L A T M T N A Q H A R C F Y T

D T D A T A S P O A P M N I F E G G C S A T T D Y

S H T C P N C R B R O E E C O R N A A H I I D E G

M N E H R Y O A H T W M M R S S E T R B N C Y R E

E O M E A D M C S N E E E C U S T O M E R S N A T

M I P L C T M T A E M B G N I N N U G Y B B A W A

Adoption

T T L S T F U I D B R E A S U M M I S T P S M T R

R P A O I O N C E R B S G B E S T P T I N O I F T

A O T F C S I R J S I T N U P G D R R N I C C O S

I D E T E O S N E I B R E W O P Y O A U M I S S G

N A S W S R T A D M I N L S A W N T T M D A C E N

I S T A P C Y M E D A C A E D O I M E M A L R T I

N O N R A I S O C I A L I R V M A O G O O E M A T

G L E E R M I N I A R T C V M C R M Y C T N A G T

A D O P I R P R E T N E O U P L O T T I N G P Q O

C A K A E N T E R P R I S E S O L U T I O N S S L

R A C H E L E S P Y T E M P L A T E S W O R D U P

AKA Enterprise Solutions Best Practices Community CRMUG Customer Service Dashboards Jessica Forsyth Members Microsoft Dynamics CRM Partners Plotting Strategy Power BI Promote to Admin QGate Software Rachel Espy Social Engagement Summit Training Upgrade Path Users Word Templates

Q3 2016 | 57

THANK YOU TO OUR SPONSORS We truly appreciate your support of the inaugural CRMUG European Congress 2016 event and of the Dynamics community.

PLATINE

GOLD

STAND

MEDIA

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What’s New CRMUG Website on the

This past quarter, we released a number of new features and functionality for www.crmug.com. Based on your input and feedback, we added new items and made tweaks to existing items. Here’s a rundown:

Meeting registration share bar

Tell your network you’ve registered! After submitting registration for your next CRMUG event, you’ll see social sharing options for Twitter, Facebook, LinkedIn, Google+, and email.

Join and register in one step

Paid Members enjoy significant savings on CRMUG conferences and Academy courses as part of their Member benefits. If you’re not already a paid Member and want to take advantage of discounted pricing by joining, you can now select the Become a Member & Register option within the event details. This process allows you to bundle your membership and event registration in one checkout process.

Stay on top of your membership

Links to webinar recordings

Your CRMUG profile contains a membership card to help you manage your company’s membership. View membership status as well as join and expiration dates, and easily renew when your renewal date is approaching. To give you quicker access to managing this information, we’ve added a consolidated membership card to the homepage, visible after logging in. Not yet a paid Member? You’ll see a Join button in this area, allowing you to quickly unlock full membership benefits. We’ve also made updates to some existing site features based on feedback from the community.

The My Registrations area of your profile now helps you access recordings for webinars you’ve attended. Under the Past Events section, webinars with a recording will now include the link to that content. Please note: Some recordings may be available for paid Members only. While the link will display for everyone, those without a paid membership will receive an Insufficient Privileges message when trying to access Member-only content.

See if you’re registered

If you click into the details of an upcoming event you’re registered for, you’ll see a message letting you know you’ve already completed your registration. Now we’re saving you the click! From the upcoming meetings screens (Webinar, Academy, SIG pages), you will now see a “You’re Registered” message when you’ve already completed registration for an event. Note: You’ll still need to click into the event details to edit your registration.

Never miss a meeting

An iCal option has been available after meeting registration to prevent you from getting double-booked. These iCals will now come with a 15-minute reminder to alert you prior to a meeting.

Remember me

The Remember Me feature on the Login screen has always saved your username (assuming you don’t clear your cookies). We’ve expanded this to remember your password as well.

What’s in a name

If you decide your credentials need an update, you can now edit your username in addition to your password. To do so, navigate to your profile and click on the Update Contact Details button. Select the Update Login option from the left and enter your new username. Note: You will need to complete the password fields while you are updating your username, but you may enter your existing password in all fields. CRMUG

We hope these enhancements help you utilize the CRMUG community to maximize your success. Q3 2016 | 59

industry showcase

Measuring Above And Beyond: Food and Beverage

he world of food and beverage is ever-changing, and these CRMUG® Members are meeting the demands of the industry with ease. From distributing pizza nationwide to spreading the joy of baking, these food and beverage companies measure above and beyond the rest!

Meals on Wheels San Francisco, California Meals on Wheels is a proven public-private partnership that effectively addresses the challenges of aging by promoting health and improving quality of life for our nation’s most vulnerable seniors.

Opus One Winery Oakville, California A collaboration between Baron Philippe de Rothschild and Robert Mondavi, Opus One arose, like any great work, out of passion. They create a wine of ultimate quality that reflects the traditions and innovations of both founders. French in style but Californian in execution, Opus One is produced with uncompromised attention to detail.

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Heat and Control, Inc. Hayward, California Heat and Control is a world-leading equipment manufacturer serving an ever-growing list of food and non-food industries. With manufacturing facilities and sales support offices worldwide, Heat and Control has the resources and expertise to develop the most efficient solutions for all production challenges.

TBHC Delivers Nashville, Tennessee TBHC Delivers is the country’s largest single distributor of Hunt Brothers Pizza, the largest independent brand of hot, fresh-baked pizza in the convenience store market. The company works to improve profitability for convenience store owners through the sales and ongoing service of highquality, turn-key food service programs. TBHC Delivers provides comprehensive sales training, weekly service, and fresh products for more than 3,000 independently operated, in-store Pizza Shoppes in 14 states.

Log House Foods Plymouth, Minnesota Log House Foods is a longstanding family-owned and operated business that produces quality baking and snack items.

George’s Inc. Springdale, Arkansas George’s Inc. is a 90-yearold, fourth generation, privately held, vertically integrated poultry company headquartered in Springdale, Arkansas. George’s has grown into a thriving operation spanning multiple states with more than 5,000 employees. The company’s vision has remained the same: To set the standard by providing consistent quality poultry products worldwide every day.

King Arthur Flour Company Norwich, Vermont Dedicated to spreading the joy of baking, King Arthur sells flour and mixes in supermarkets nationwide. They also offer ingredients, tools, pans, kitchenware, and recipes in their Bakerâ&#x20AC;&#x2122;s Catalogue and on their website. King Arthur takes it a step further by teaching people how to bake at their school in Vermont, through traveling baking demos, and through their Life Skills Bread Baking ProgramÂŽ, which is aimed at teaching middle school students how to bake bread and share it in their local community.

Advanced Fresh Concepts (AFC) Rancho Dominguez, California Advanced Fresh Concepts (AFC) Franchise Corp. is the largest supplier of fresh sushi to supermarkets nationwide. With 25 years of experience, AFC Franchise Corp. has become the premier sushi company in North America. The fresh products they offer are available for purchase at any of the sushi bars independently owned and operated throughout the United States and Canada.

Wixon, Inc. Saint Francis, Wisconsin Founded in 1907, Wixon is a fully integrated meat, food, and beverage ingredient leader providing flavor technologies, customground spices, blended seasonings, protein expertise, foodservice and menu solutions, and consumer products and packaging.

Talking Rain Beverage Company Preston, Washington Founded in 1987 in Preston, Washington, Talking Rain Beverage Company is an industry leader when it comes to creating and promoting brands using innovative ingredients and ideas.

Micro Matic USA Inc. Brooksville, Florida Micro Matic offers sustainable and economical closed chemical systems. These unique closed, sealed, and secure liquid transfer systems are designed to deliver product purity, operating performance, and worker/environmental protection throughout the distribution chain, from fill to dispense.

Stonewall Kitchen York, Maine Stonewall Kitchen boasts more than 6,000 wholesale accounts nationwide, thriving catalog and web divisions, 11 retail company stores along the East Coast, and a staff growing into the hundreds. The entire Stonewall Kitchen product line continues to be one of the most awarded in the industry year after year.

International Food Products Fenton, Missouri International Food Products delivers quality ingredients and manufactures custom formulations for the food, beverage, and dairy industries across the U.S. In every decision the company makes, it put its customers first.

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feature

story by Mark Lowry, Higher Logic, CRMUG® Partner Member t’s the age of customer collaboration. It should be incredibly easy for anyone to research a product and service, get other customers’ opinions, and make a buying decision, all online. And really, organizations don’t have many excuses for why they don’t help this process. Both organizations and customers need to talk and create together. What’s the best way to offer this kind of support? An online customer community covers it. Community helps make customers a part of your product ecosystem, and gives them the opportunity to talk to you and each other. Community’s concept is basic: People come together to chat, learn, and use a product. It’s a solid baseline and an advantage for the organization – customer engagement will turn into feedback, brand advocacy, and impressive retention.

Customers Make the Product

First and foremost, your customers show up for the product. Most likely, they found you to solve a problem or use a new tool. Why would you ever update a product without first asking what customers thought of it? Growing trends in the product innovation space include co-creation, crowdsourcing, advocacy programs, and customer advisory boards (CABs). All of this represents the new frontline for supporting customers through a better overall experience, and it all fits into community. Whether it’s an informal group forum or a larger product advisory council with dedicated meetings, the online community will serve as a guide for product innovation. Your organization is not beholden to multiple platforms and modes of communication – questions about the product(s) and its capabilities are accessible and organized. An overwhelming number of customers – 88 percent – say buying decisions are influenced by product/ service reviews from User-generated content. If you want the feedback, the process has to be a give and take. Customers will give you feedback, and you will take that, thank them, and update the online community at large when you’ve made a change or enhancement. Rather than the top-down approach, it’s a conversation. This is when you’ll learn how people use the product. The community will build itself up through this back and forth (and properly acknowledging where and from whom you get these great product ideas). When Customers feel valued and heard, their contributions become about more than a product quick fix or “outlandish” new idea. They get engaged, and it fuels the desire to work with you, the organization, and fellow customers to improve the product they’ve grown to know and love. That’s what brings them back – deepening interactions among customers and the organization. Some things you learn may create a huge shift in your organization – most pieces of intel will be small and the impetus for incremental change. The key is tweaking and changing things within your product in real time. This makes the biggest difference in Customers continuing to offer feedback and remaining loyal; plus, it keeps your product relevant in such a competitive landscape.

Customers Help Each Other

If customers are speaking up in droves to affect your product, then your classic, one-and-done survey tools aren’t going to cut it. Neither will a lackluster engagement strategy for the social giants like Facebook and Twitter. It helps, but it won’t shift a basic buyer into a brand advocate for your organization. That’s where community participation is key.

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The State of Community Management 2016 Report (http://resources.higherlogic.com/state-ofcommunity-management-report-2016) found that the traditional 90-9-1 participation model (90 percent lurker, nine percent contributor, one percent creator) seen on social networks doesn’t clearly transfer to an online customer community. The average community follows something closer to a 65-15-20 model, with more than a third of the overall audience contributing on a regular basis. About one in five will create and collaborate on content directly. According to Jay Baer’s customer study in “Hug Your Haters,” customer advocacy increases 16 percent when complaints are addressed. When negative reviews are not addressed, advocacy declines an average of 37 percent. An online community is a great opportunity to bring customers together, and most will reward the attention and resources you provided with loyalty. Customer loyalty helps an organization build that positive brand image and expand its overall brand identity. Here’s how to motivate your customers and promote loyalty within the community: »» Make sure they feel they belong: Networking, volunteering, mentoring, and offering feedback should all be easy to accomplish in the community. These connections are vital to creating a collaborative space. »» Give them autonomy: Customers already have a sense of ownership over your product, so that power should translate into feedback and co-creation with each other. »» Reinforce their knowledge and skills: Validate contributions, and encourage other customers to share expertise and opinions. »» Ensure they are valued: It’s empowering to be considered helpful, useful, and an expert on a topic, whether that’s through formal feedback programs or individual MVP community programs. Important: 80 percent of your company’s future revenue will come from just 20 percent of your existing customers.

Customers Help Craft Your Organization’s Best Customer Experience Do your customers contribute to your organization’s next big ideas? Maybe you already conduct customer interviews, focus groups, regular in-person meetings, and events. But online communities are truly becoming more popular among leading organizations as one of the most effective channels to facilitate a better customer experience. Today’s preferred customer experience combines support, community, and outreach into one unified platform. An integrated approach makes sense for both parties – it reduces customer frustrations and confusion while saving the organization time and money. This should be standard practice for organizations. A successful customer community will go beyond standard expectations to produce the ideal customer experience. Strong customer voices create better products, improve experiences for others, and benefit the organization overall. CRMUG Mark Lowry is the CRO of Higher Logic, the company that provides the engine behind CRMUG Collaborate. Want to talk about customer interaction? Contact Mark at Mark@higherlogic.com.

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t&t

tips & tricks

Those Pesky “Does Not Have” and “Not In” Queries in Advanced Find by Chris Capistran, Cobalt, CRMUG® Partner Member

nyone who has used Microsoft Dynamics CRM for a significant amount of time has run across a limitation that has plagued the product since its introduction. It is the number 1 most voted item (https://connect.microsoft.com/dynamicssuggestions/Feedback/ Details/678568) on the Microsoft Connect community site, and although its status is currently “Resolved”, it is still not possible to build a “Not In” or “Does Not Have” query in the native Advanced Find interface. With the release of Microsoft Dynamics CRM 2013, Microsoft added the ability to execute a left outer join using FetchXML, but there is no reasonable way for an end User to leverage this new functionality. However, there are several workarounds: »» You can programmatically create views in Microsoft Dynamics CRM (www.powerobjects.com/2013/11/07/perform-left-join-fetchxmldisplay-results-crm-2013), but this requires a developer’s assistance or an external application to modify and upload the XML so you cannot create or update views on the fly. »» You can create a marketing list that contains all of the records for the entity you’re searching for and then filter out the records you don’t want using a second query. Unfortunately, this will limit you to only accounts, contacts, and leads and doesn’t provide you with the ability to have the view change with time. »» Finally, there is a JavaScript workaround (www.dreamingincrm. com/2015/09/14/bookmarklet-advanced-find-outer-join-a-k-anot-in-condition) that you can employ to modify the FetchXML that the Advanced Find window creates prior to executing the query, but you’ll need to be comfortable with using JavaScript in your browser, and this is technically not a supported Microsoft Dynamics CRM customization. Seeing the limited options available and the vast need for a better solution, The CRM Lab @ Cobalt decided to come up with a solution that was flexible and accessible for end Users. We’ve named the solution Intelligent Query for CRM (www.intelligentquery.com), and it’s free to the Microsoft Dynamics CRM community. Intelligent

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Query (IQ) gives you the ability to create these queries using the native Advanced Find capabilities to infer a “Not In” query when you use a specific filter on a child record. The solution works out of the box on both custom and standard entities and allows for nested links and more complex conditions. It also works with Marketing Lists as well as ad-hoc Advanced Finds.

How It Works The simplest type of “Not In” query is asking the system to retrieve All Accounts with No Cases. For example, you are in charge of the support team at your company and need to find all Customers (accounts) in CRM that have never submitted a support case so you can reach out to those accounts to find out if they are using our product and if they are satisfied with it. This can be achieved using CRM Intelligent Query and building the following Advanced Find.

Notice that we are specifying that the primary key of the entity we’ve linked to (Case), “Does Not Contain Data”. This is the trigger that CRM Intelligent Query uses to infer a “Does Not Have” or “Not In” condition. Because this query would always return zero results (it’s impossible for any record to exist without the primary key), it is effectively useless under normal circumstances, but we’re happy Microsoft included it. You can try it yourself on any type of entity in Microsoft Dynamics CRM, and you will always get zero results. However, once you’ve installed CRM Intelligent Query, it will infer that what you intended by this query was to return all Accounts with No Cases, since retrieving all Accounts tied to a Case where there is no Case doesn’t make sense.

Using Nested Links

Okay, let’s go crazy…

Now let’s go a little deeper. Let’s say the Account record, in this case, doesn’t get you all of the information you want because you’d like to know more information about the Primary Contact associated with this Account. We can take this Advanced Find a step further by using nested links to either a look up value or a child record and build the following “Not In” Advanced Find.

Now that you’re familiar with the idea, let’s try some different queries that are possibly even more useful. Consider if you wanted to retrieve all Accounts that have never had a case submitted with which they were “Satisfied” or “Very Satisfied”. With CRM Intelligent Query, you can build the following Advanced Find.

Now, instead of finding the Accounts with no Cases, we are retrieving the Primary Contact of all Accounts with no Cases which is much more useful if you’re looking to reach out to your Customers. Wait. It gets better.

Filters and Groups Continuing with this example, let’s say you not only wanted to find information about the Primary Contact of Accounts with no Cases, but also Accounts with cases that had a Satisfaction value of “Very Dissatisfied”. With CRM Intelligent Query, you can include additional filters and group them using an OR operator. So, in the following Advanced Find, we are asking Microsoft Dynamics CRM to show us the Primary Contact of Accounts who have never submitted a case or have a case with which they were “Very Dissatisfied”.

In this case we are using an ‘AND’ to group our conditions instead of an ‘OR’. Now, you can start doing some really complex things with Advanced Find that simply are not possible out of the box. For example, in this last scenario, your support team is being inundated with calls, and very few support requests are coming from your other web-based channels. You want to find all Contacts that are only submitting cases by phone and have never used web-based methods for submitting cases. With Intelligent Query, you can build the following query using Advanced Find to search for these contacts and make them aware of the other options available to them.

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Notice that we are linking to the cases entity twice in the above Advanced Find. That’s not a mistake. By linking first to the cases entity and then back to the contact and finally back to the cases again, we are telling Microsoft Dynamics CRM that we only want to see contacts that have at least one case. Without the first link, we would be retrieving both contacts with no cases as well as contacts with no cases submitted via electronic methods. Does this seem a little complicated? It definitely takes some getting used to, but once you’ve got the hang of it, these types of queries will become second nature and will open up a lot of potential to your organization. Did I mention you can save these queries as views, and it works for Marketing Lists as well?

Configuring Intelligent Query Intelligent Query opens up a whole new way of looking at your data in Microsoft Dynamics CRM when building ad-hoc Advanced Find searches or Marketing Lists. However, there are some considerations you need to make when using the solution. The way Intelligent Query works is by registering custom code on the “Retrieve Multiple” message in Microsoft Dynamics CRM. By default, it will register the code on every entity in Microsoft Dynamics CRM. With custom code comes some degradation of Microsoft Dynamics CRM’s performance because any time a call is made to retrieve entities in Microsoft Dynamics CRM, the code must be run even if the particular query is not a “Not In” or “Does Not Have” query. Because of this, you may want to only use Intelligent Query for certain entities in Microsoft Dynamics CRM and turn it off for others. Fortunately, Intelligent Query provides the ability to do exactly that. After you installed it you can configure the solution by going to the Configuration page.

From here you can use the default All Entities option or specify which entities you want to use the solution with. For example, you may decide that your organization doesn’t have enough products to warrant needing the overhead of the Intelligent Query plugin running every time someone searches for products. By deselecting the product entity and clicking Save, you can control with which entities you want IQ to work. CRM Intelligent Query takes advantage of an otherwise useless query and turns it into something very useful. It does so by finally bringing “Not In” searches to Users in the native Microsoft Dynamics CRM Advanced Find tool that they use every day. Like I said, it’s free, and it just plain works, so it’s kind of no-brainer to start using it in your organization to empower your Users. CRMUG Chris Capistran is the president of Cobalt and can be reached at Chris.capistran@cobalt.net.

Intelligent Query opens up a whole new way of looking at your data in Microsoft Dynamics CRM when building ad-hoc Advanced Find searches or Marketing Lists.

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CRMUG

G U M R C G U M R C R CR G UG M RM C G U MU CR CR M U R C G G MU M U M CR C G U M R R CR G UG M RM C G U MU CR C G UG R M C G U R G MU M C U M CR C G U M R C C R CR G UG M RM C G U MU CR CR G UG RM RM M M CR C UG U RM CR G C G MU M CR C UG U U C R CR G UG M RM C G U MU R C G UG M RM C G M C G U C G M RM C U M CR C G U RM R R C UG U R C R CR G UG M RM C G U MU CR C UG UG RM RM C G MU M M M CR C UG U RM CR G C G MU RM CR C UG U RM CR G C U U C R CR G UG M RM C G U MU R C G UG M RM C G U M R M C G U C G UG M G M RM C U M CR C G U RM R R C UG U R C R CR G UG M RM C G U MU CR C UG UG RM RM C G MU M CR C ® M U M RM C C G UG M R R CR G C U R M G U C U G M U R C R C G R CR G UG M RM C G U MU CR C UG UG RM RM C G MU M CR C UG M U C G UG M RM C R C G G M RM C U M CR C G U M R R C UG U R C R CR G UG M RM C G U MU CR CR UG UG RM RM C G MU M CR C UG U M C G G M U R C R C G U U R C M G M U M RM C U C G UG M RM C G MU M CR R CR G C U R G U C U G M R C R M RM C G U M CR C UG UG RM R G C G MU M CR C UG U RM CR G C UG MU M R C G U M R C G U M R C U M R C C G U R C U R CR G UG M RM C G U MU R CR G UG M RM C G U M R C G U M R M U M R C G U M U C R C G G MU M C G M U M CR C G U M R C UG U RM R G C R CR G UG M RM C G U MU CR CR G UG RM RM C G U M CR C UG U RM CR G C M M U C G UG M R C G U M R R CR G C U R C M G M U C U M G R M U C G R U M C U R CR G UG M RM C G U MU CR CR G UG RM RM C G U M CR C UG U RM CR G C G M U C G UG M R C G U M R C R C G G MU M C M U M CR C G U M R C UG U RM R U C R CR G UG M RM C G U MU CR CR G UG RM RM C G U M CR C UG U RM CR G C G MU M U C G UG M RM C G U M R C G R C G G MU M C U M CR C G U M R C UG U RM R U C R R CR G UG M RM C G U MU CR CR G UG RM RM C G U M CR C UG U RM CR G C G MU M M M CR C UG U RM CR G C G MU M CR C UG U RM CR G C UG MU RM CR G C UG MU RM CR G U U C R CR G UG M RM C G U MU R CR G UG M RM C G U M R C G U M R C G U M CR M U C G UG M RM C G U M R C G U M R C G G MU M C U M CR C G U M R C UG U RM R G U C R C R CR G UG M RM C G U MU CR CR G UG RM RM C G U M CR C UG U RM R G C G MU M CR C M C G M U C R G UG M RM C G U M R C G U M R C U R C M G M U R C G M U C G U M R G U R R C U C R CR G UG M RM C G U MU CR C G UG RM RM C G U M CR C UG U RM R G C G MU M CR C UG M U C G UG M RM C G U M R C G U M R C R C G G MU RM C G U M CR C G U M R C UG U RM R U M R C C R CR G UG M RM C G U MU CR CR G UG RM RM C G U M CR C UG U RM R G C G MU M CR C UG U G M M C U G R M U C R C U R C M C G UG M RM C G U M R C G U M R G C G MU M CR C UG U RM CR G C UG MU RM CR G U R C U G M R G M C G U R CR G U R G MU RM C M C UG UG RM RM C G MU M CR C UG U RM CR G C G MU M CR C UG U RM CR G C UG MU G M U M CR C G U RM R R G M C G U U C R R CR G UG M RM C G U MU CR C UG UG RM RM C G MU M CR C UG U RM CR G C G MU M CR C UG U RM CR M R G M C U G R M U C U R C G M U C R G M RM C G U M C U M R C G U M R C G U M R C G U M R C G U M CR C G U RM R U G C U R CR G UG M RM C G U MU R C G UG M RM C G U M R C G U M R C G U M CR C G U RM CR G C M G M C G U U R G M R M C U U MU CR CR G UG RM RM C G U M CR C UG UG RM R G C G MU M CR C UG U RM CR G C G MU RM CR C UG U R C C M U G M R G M C R U M RM C G U M CR C UG UG RM R G C G MU M CR C UG U RM CR G C G MU RM CR C UG U RM CR G C UG MU RM CR G C U M R C M R C G U M R C G U M R C G U M R C G U M R C G U M C G U R C U R CR G UG M RM C G U MU R C G UG M RM C G U M R C G U M R C G U M R C G U M R C G U M U C G UG M RM C G U M R C G U M R C G U M R C G R C G G M RM C U M CR C G U M R R G M C UG U R U C R R CR G UG M RM C G U MU CR CR UG UG RM RM C G MU M CR C UG U RM CR G C G MU M CR C UG U RM CR G C UG MU RM M M U C G UG M RM C G U M R C G U M R C G U M R C G U R CR G C U R C M G M U C U G M U R G M C G R U C U R R CR G UG M RM C G U MU CR C G UG RM RM C G MU M CR C UG U RM CR G C G MU M CR C UG U RM CR G C UG MU RM CR M U C G UG M RM C G U M R C G U M R C G U M R C G U M R C G G MU RM C U M CR C G U M R R C UG U R G M U C R G R CR G UG M RM C G U MU CR CR G UG RM RM C G MU M CR C UG U RM CR G C G MU M CR C UG U RM CR G C UG MU RM CR C M C G M U C R C U R C M G M R C G U M R G C UG MU RM CR G C UG MU RM CR G C UG MU RM CR G C UG MU RM CR G UG MU R C G UG M RM C U R U C U R G U M G M G M M R U G M C G U M R R C G U C R U C C G C UG MU RM CR G UG M RM C G C U MU CR CR G UG RM RM C G U M CR C UG U RM R G C G MU M CR C UG U RM CR G C G R M U M RM C G U M CR C UG UG RM RM G C G MU M CR C UG U RM CR G C G MU RM CR C UG U RM CR G C UG MU RM CR G C UG MU U M R C C G U M G U R C G R M U G U R M C R U G M U C R G C G UG M RM C G U M R C G UG M R C G U M R C G U M R C G U M CR C UG U RM R C G MU RM CR G G M U R C G U G M R C G U M R U C U M R R CR G UG M RM C G U MU CR CR G UG RM RM C G MU M CR C UG U RM CR G C G MU M CR C UG U RM CR G C UG MU M G M U M U R G M C R C G U U MU CR CR G UG M RM C G U MU CR C UG UG RM R G C G MU M CR C UG U RM CR G C G MU RM CR C UG U RM CR M G R M C G M U G M U R G M C G R U C R M U C C G C UG MU RM CR G UG M RM C G C U MU CR CR G UG RM RM C G U M CR C UG U RM R G C G MU M CR C UG G R M U G M U R C R U C G M U C R G M RM C G U M R C G UG M RM C G U M CR C G U M R C G U M CR C UG U RM R C G MU RM CR U M R C C G U M G U R C G R M U G U R M C R U G M U C R G C U R C G UG M RM C G U M R C G UG M R C G U M R C G U M R C G U M R C G U M R C G G M U R C G U G M R C G U M R U C U M R R CR G UG M RM C G U MU CR CR G UG RM RM C G MU M CR C UG U RM CR G C G MU M CR C UG U RM C M G M U M U R G C R C G U U MU CR CR G UG M RM C G U MU CR C UG UG RM R G C G MU M CR C UG U RM CR G C G MU RM CR C UG M G R M C G M U G M U R C R U C G R M U C R C G C G C UG MU RM CR G UG M RM C G C U MU R CR G UG M RM C G U M CR C UG U RM R C G MU M G R M U G M U R C R C G M U C R C U R C M RM C G U M R C G UG M RM C G U M R C G U M R C G U M R C G U M R G C U C G U M R G U M U R C G G UG RM RM C G U M CR C UG UG RM R G C G MU M CR C UG U RM CR G C UG MU RM CR C UG MU RM G M U R C G U G R C G U M R U C U M R R CR G UG M RM C G U MU CR CR G UG RM RM C G MU M CR C UG U RM CR G C G MU M CR C M C G M U G M U R C R U C G U M C R U MU R CR G UG M RM C G U MU CR C G UG M R C G U M CR C UG U RM R G C G MU R M G R M C G M U G M U R C R C G M U C R C U R C C G C UG MU RM CR G UG M RM C G C U MU R CR G UG M RM C G U M R C G U M R G G R M U M RM C G U M CR C UG UG RM RM G C G MU M CR C UG U RM CR G C G MU RM CR C UG U C G U M R G U M U R C G G UG RM RM C G U M CR C UG UG RM R G C G MU M CR C UG U RM CR G C UG MU RM CR M R C G U M R C G U M R C G U M U M R C C G U R C U R CR G UG M RM C G U MU R CR G UG M RM C G U M R C G U M R C G U M C G M U G M U R C R C G U M C R C U R C U MU R CR G UG M RM C G U MU R C G UG M R C G U M R C G U M R G M G M M R U C G U M R R C G C U M C G C UG MU RM CR G UG M RM C G C U MU CR CR G UG RM RM C G U M CR C UG R U M RM C G U M CR C UG UG RM RM G C G MU M CR C UG U RM CR G C G MU RM CR U M R C C G U M G U R C R U G U M C R G UG M RM C G U M R C G UG M R C G U M CR C UG U RM R G C G G M U R C G U R C G U M R C U M R CR G UG M RM C G U MU CR CR G UG RM RM C G MU M CR C UG U RM C M G U M U R C R C G U MU CR CR G UG M RM C G U MU CR C UG UG RM R G C G MU M CR C UG M G M M R U C G U M R R C G C U C G C UG MU RM CR G UG M RM C G C U MU CR CR G UG RM RM C G U M R U G M U M RM C G U M CR C G UG RM RM C G U M CR C UG U RM CR G C C G U M R G U M U R C G UG RM RM C G U M CR C UG UG RM R G C G MU M CR C UG U R G U R C G U R C G U M R C U M R CR G UG M RM C G U MU CR CR G UG RM RM C G MU M CR C M U M U R C R C G U MU CR CR G UG M RM C G U MU CR C UG UG RM R G C G MU M G R M C G M U C G R C U C G C UG MU RM CR G UG M RM C G C U MU CR CR G UG RM RM R G M U R C U M RM C G U M R C G UG M RM C G U M CR C G U C G U M R G U U R C G UG RM RM C G U M CR C UG UG RM R G C G MU M CR U C G U R C G U M R C U M R CR G UG M RM C G U MU CR CR G UG RM RM C G M M C G M U C R U MU CR CR G UG M RM C G U MU CR C UG UG RM R G M M R U R C G C U M C G C UG MU RM CR G UG M RM C G C U MU CR CR G R G M U R C M RM C G U M R C G UG M RM C G U M C C G U M R U U C G UG RM RM C G U M CR C UG UG RM R G C G U C R C G U M R C U M R CR G UG M RM C G U MU CR CR G UG RM M C G M U R C U MU R CR G UG M RM C G U MU CR C U G R M C G M U R C C G C UG MU RM CR G UG M RM C G C U MU R M RM C G U M CR C UG UG RM RM G C C G U M R U G UG RM RM C G U M CR C UG UG R U R C G U M R C R CR G UG M RM C G U MU CR CR M M U R C G U MU CR CR G UG M RM C G U G M U R C G C C

learn

academy corner

CRMUG Summit 2016

Pre-Conference Academy Training

J Sunday, October 9 – Tuesday, October 11 oin more than 500 of your fellow Microsoft Dynamics Users and make the most of your trip to Tampa by taking advantage of focused, instructor-led classroom training before CRMUG® Summit 2016. This training, delivered by CRMUG Academy, is designed to provide in-depth product education in an interactive, hands-on setting.

CRMUG Academy pre-conference training courses offer: »» Instructor-led classroom training environment »» Focused content that dives deep into targeted functional areas »» Half-, full-, and two-day courses…at prices that are considerably

Here are just some of the more than 20 courses we are planning for you: »» CRM Administrator Black Belt Series – Blue Belt and Purple Belt »» Building Better Microsoft Dynamics CRM Charts »» Security Deep Dive »» Upgrading Your Skills to Microsoft Dynamics CRM 2016 »» Working with Excel, Power BI, and Microsoft Dynamics »» Microsoft MCT Certification Two-Day Workshop »» Project Services in Microsoft Dynamics CRM »» The Best of Advanced Customizations in Microsoft Dynamics CRM »» Introduction to Microsoft Dynamics CRM for the Sales »» Dashboards for the Everyday User »» Introduction to Entities & Building Solutions in Microsoft

Professional »» Deep Dive into Power BI Two-Day Workshop

»» CPE credits for all Academy courses lower than traditional in-person classes

»» Introduction to JavaScript and Microsoft Dynamics CRM Dynamics CRM

»» Microsoft Dynamics CRM Administration for the Newer JavaScript for Non-Developers

»» Integrating with Third Parties Using the New Microsoft

Administrator

»» Implementing Microsoft Dynamics CRM for Customer Service

Dynamics CRM Web API

»» Migrating to Office 365

Teams

Q3 2016 | 67

When Blendtec sent 27 team members to Summit 2015 in Reno, Nevada, the organization looked at the investment as an opportunity to educate their staff on Microsoft Dynamics® CRM and AX. In a candid interview, Blendtec shared their reasoning behind the decision to send 27 of their team members to Summit, how they successfully navigated the breakout sessions, networking opportunities, and expo hall, and how they disseminated their knowledge among other team members once they returned to the office. About Blendtec

Blendtec designs and manufactures the world’s safest and most powerful highspeed commercial and residential blenders. All Blendtec blenders are designed and assembled in the USA at the company’s Orem, Utah facility. Blendtec operates off both Dynamics CRM and AX platforms. Summit provides their administrators and end-users with highlevel insider knowledge from Microsoft and user-produced education on how to maximize the performance of both Dynamics products.

Count On Your Team at Summit

CRMUG Summit is the leading live event featuring high-level insider knowledge from Microsoft and user-produced education on how to maximize the performance of Dynamics CRM. Expertise is shared openly and honestly in an authentic communitydriven environment that allows attendees to hone in on their product version, industry and role—providing the ultimate customized experience that offers return on investment year-round.

“Overall, we came away with a lot of great ideas on how to automate what our team is doing. We implemented some of the quicker items base on our own strengths and have had ROI from that process,” said Michelle Maynard, Blendtec Director of Customer Service. “We were very excited to learn the strength of our systems and also realize what our limitations are. Summit gave us a good idea on how to prioritize by stepping back and figuring out what would provide the biggest gain.”

“We know it’s in the company’s best interest to send as many people as possible [to Summit] because there is an overwhelming amount of information. There are so many different takes and unique experiences, and there really is a multiplying factor or ‘the more the merrier,’’ said Sven Haynes, Blendtec Director of Information Technology. “When we came back we were able to huddle as different teams to discuss the connections we made and discuss learnings to make some headway as an organization.”

How will you Count On your team at Summit 2016? By sending team members from a variety of roles, your organization will canvas the can’t-miss annual conference for Dynamics CRM and AX users. Blending special access to Microsoft leadership with credible peer-to-peer knowledge exchange – this event delivers electric keynotes, visionary product roadmaps, focused learning and optimal networking as users gain instrumental solutions for their everyday Dynamics CRM and AX challenges and larger organizational goals.

CRMUG Summit delivers 150+ breakout sessions and offers attendees a personalized learning experience through tracks based on industry, job roles, product versions, sponsor solutions, leadership and level of experience. Many organizations view Summit as an investment in their people and have found the best way to maximize knowledge consumption is to send a team of individuals representing several departments.

Learn more about Blendtec’s Summit story by visiting www.crmugsummit.com/count-on. Preview a Sample Summit Educational Plan, showcasing the potential variety and number of sessions to be attended by sending a team of four. The peer-to-peer knowledge exchange is unprecedented and the value of peer networking is immeasurable making Summit the most important development opportunity available to Dynamics CRM users.

WWW.CRMUGSUMMIT.COM #CRMUGSUMMIT | #COUNTONSUMMIT TAMPA, FL | OCTOBER 11-14, 2016

The List MOBILE Solutions at your fingertips

thelistmobile.com Search for the products and services you need with the Mobile version of The List!

Table of Contents Industry.......................Page 70 Horizontal....................Page 71 Services.......................Page 73

The List from The Partner Channel® is your tool for finding the solutions available from Microsoft Dynamics® Partners. Review the various industry, horizontal, and service offerings available and you may just find exactly what you’ve been looking for! The List is unique in that it shares only those solutions and services that work with the Microsoft Dynamics product line. We want you to spend time using the solution, not looking for it. If you have a product or service that you would like included on The List, please contact Jane@thepartnerchannel.com. NOTE: The Partner Channel and Dynamic Communities offers no expressed or implied warranty or guarantee for any of the products included in this directory. Support and quality assurance of these software products and services are solely the responsibility of each Microsoft Dynamics Partner. *Due to the nature of the “classified” format used for The List, Microsoft Dynamics brand guidelines may not have been followed. We encourage Partners NOT to follow the example we are setting!

Industry Cross Industry Solution

INDUSTRY

AssureSign LLC http://www.assuresign.com â&#x20AC;˘ 407-670-0400 AssureSign Electronic Signature Software Integrated cloud or on-premise enterprise class Electronic Signatures.

KTL Solutions, Inc. http://www.ktlsolutions.com â&#x20AC;˘ 866-960-0001 Development - Microsoft Dynamics GP/CRM/xRM 20 yrs developing GP customizations (Dexterity, .Net), Source Code Developers, Experts with CRM/xRM as a platform creating customized experiences. Sub-contractor rates to other resellers.

CALUMO, Inc. http://www.calumo.com â&#x20AC;˘ 214-387-6030 CALUMO - Reporting, Budgeting & Forecasting CALUMO is THE single tool for reporting, budgeting & forecasting all Accountants love. CALUMO combines web/mobile/ Excel/Word/PowerPoint to create & distribute ad-hoc analysis, reports, dashboards & planning templetes

Higher Logic http://www.higherlogic.com â&#x20AC;˘ 202-360-4402 Higher Logic The leading cloud-based community platform used by organizations worldwide to bring people together in secure communities designed to ignite knowledge sharing, drive content creation and solve problems. Joesoftware Inc. http://www.joesoftware.com â&#x20AC;˘ 780-990-0220 Marshal Comprehensive QHSE application. Incident management, employee safety data, training/certifications, jobsite hazard assessments, procedure automation and more. OHSA COR PIR compliant. KTL Solutions, Inc. http://www.ktlsolutions.com â&#x20AC;˘ 866-960-0001 NEW: Business Intelligence (BI) Leveraging SQL Server, SharePoint, and Office on a single platform, Microsoftâ&#x20AC;&#x2122;s BI solution empowers decision-making that moves your business forward.

Nodus Technologies, Inc. http://www.nodus.com/products.html 909-482-4701 Credit Card Advantage and CRM Charge with PayFabric Securely process credit cards and ACH within Dynamics GP or CRM and store credit card info in a PCI-certified cloud using PayFabric. Includes batch processing & reporting tools. Optional AutoPay and customer portal.

Food and Beverage Bond Consulting Services

Blue Horseshoe http://www.bhsolutions.com â&#x20AC;˘ 317-573-2583 Supply Chain Suite for Dynamics AX Gold Certified ERP Partner providing Tier-1 end-to-end implementation services as well as Industry Leading software to fully optimize your Supply Chain. See what's new in the Supply Chain Suite for Dynamics AX.

Insurance AssureSign LLC http://www.assuresign.com â&#x20AC;˘ 407-670-0400 AssureSign Electronic Signature Software Integrated cloud or on-premise enterprise class Electronic Signatures.

Solver http://www.solveglobal.com â&#x20AC;˘ 310-691-5300 Solver - BI360 Suite Both Excel & Web-based Financial & Operational Reporting, Budgeting, Dashboards, & a pre-configured Data Warehouse w/ direct integration to Microsoft Dynamics.

Finance/Banking AssureSign LLC http://www.assuresign.com â&#x20AC;˘ 407-670-0400 AssureSign Electronic Signature Software Integrated cloud or on-premise enterprise class Electronic Signatures.

Professional Services JOVACO Solutions Inc. http://www.jovaco.com â&#x20AC;˘ 888-988-3535 ext. 122 JOVACO Project Suite Project accounting for professional service firms to manage projects through web-based time & expense and resource mgmt modules. Top features: extensive reporting, multi-company & interdepartmental capabilities.

Retail

Life Sciences PaperSave http://www.PaperSave.com â&#x20AC;˘ 877-727-3799 PaperSave PaperSave is a complete document management, electronic workflow and invoice automation solution, Certified for Microsoft Dynamics GP, SL, AX, & CRM.

http://www.BondConsultingServices.com 562-988-3451 Microsoft Dynamics ERP & CRM Solutions for Manufacturing & Distribution The go-to team of trusted advisors moving you forward with Microsoft Dynamics ERP and CRM solutions for SMB and Enterprise.

Arbela Technologies http://www.arbelatech.com â&#x20AC;˘ 949-291-4777 Arbela Technologies Our specialties can align with all your industry-specific and evolving business needs. With minimum customizations, we tailor AX and CRM to effectively reduce costs and improve efficiency. Gain from our experience!

Manufacturing

Avalara, Inc.

http://www.info.avalara.com/TheList 877-780-4848 Avalara for Sales Tax Automation Automate and eliminate the complexity of sales tax management with Avalara. A cloud-based sales and use tax calculation, exemption certificate management, filing and remittance solution for Microsoft Dynamics.

Staffing/Recruiting Joesoftware Inc. http://www.joesoftware.com â&#x20AC;˘ 780-990-0220 Recruitment Accelerator Web-based recruiting mgmt, resume collection & on-boarding accelerator.

KEY:

Axapta

Great Plains

70 | CRMUG Magazine

Navision

Solomon

Customer Relationship Management

Retail Management System

Point of Sale

Horizontal Credit Card/Check Processing

Analytics Arbela Technologies http://www.arbelatech.com â&#x20AC;˘ 949-291-4777 Arbela Technologies Our specialties can align with all your industry-specific and evolving business needs. With minimum customizations, we tailor AX and CRM to effectively reduce costs and improve efficiency. Gain from our experience!

DataSelf http://www.dataself.com â&#x20AC;˘ 888-910-9802 DataSelf Analytics Tableau, a data warehouse and 5,000 KPIs for Dynamics ERP/CRM. ZAP http://www.zapbi.com â&#x20AC;˘ 415-889-5740 ZAP ZAP combines capabilities including data automation, data modeling and data visualization, all supporting governed and trusted data outputs from a central point for organizations to better manage business outcomes.

Budgeting

http://www.calumo.com â&#x20AC;˘ 214-387-6030 CALUMO - Reporting, Budgeting & Forecasting CALUMO is THE single tool for reporting, budgeting & forecasting all Accountants love. CALUMO combines web/mobile/ Excel/Word/PowerPoint to create & distribute ad-hoc analysis, reports, dashboards & planning templetes.

Halo BI http://www.halobi.com â&#x20AC;˘ 888-300-0219 Halo BI Analytics and BI platform for self-service supply chain planning and data discovery. Enterprise scaled, rapidly implemented, data secured. Analyze, decide and plan faster than ever before. See demo live on halobi.com KTL Solutions, Inc. http://www.ktlsolutions.com â&#x20AC;˘ 866-960-0001 NEW: Business Intelligence (BI) Leveraging SQL Server, SharePoint, and Office on a single platform, Microsoftâ&#x20AC;&#x2122;s BI solution empowers decision-making that moves your business forward. Solver http://www.solveglobal.com â&#x20AC;˘ 310-691-5300 Solver - BI360 Suite Both Excel & Web-based Financial & Operational Reporting, Budgeting, Dashboards, & a pre-configured Data Warehouse w/ direct integration to Microsoft Dynamics.

ZAP http://www.zapbi.com â&#x20AC;˘ 415-889-5740 ZAP ZAP combines capabilities including data automation, data modeling and data visualization, all supporting governed and trusted data outputs from a central point for organizations to better manage business outcomes.

Collaboration Platform

Customer Relationship Management Encore Business Solutions http://www.swiftrm.com â&#x20AC;˘ 888-898-4330 NEW: SwiftRM Your express route to relationship management in the cloud! A pre-configured Dynamics CRM environment designed for ease of use and deployed in 3 days. Priced on a per user/month basis, starting at $65.

KEY:

Axapta

Great Plains

Navision

Document Management

PaperSave http://www.PaperSave.com â&#x20AC;˘ 877-727-3799 PaperSave PaperSave is a complete document management, electronic workflow and invoice automation solution, Certified for Microsoft Dynamics GP, SL, AX, & CRM.

E-commerce

Avalara, Inc.

Visionary Software Consulting, Inc. http://crm-rules.com â&#x20AC;˘ 877-276-1942 CRM Rules for Microsoft Dynamics CRM Add JavaScript to CRM forms w/o coding. More powerful than Business Rules.

Data Integration ZAP http://www.zapbi.com â&#x20AC;˘ 415-889-5740 ZAP ZAP combines capabilities including data automation, data modeling and data visualization, all supporting governed and trusted data outputs from a central point for organizations to better manage business outcomes.

Distribution

Business Intelligence Higher Logic http://www.higherlogic.com â&#x20AC;˘ 202-360-4402 Higher Logic The leading cloud-based community platform used by organizations worldwide to bring people together in secure communities designed to ignite knowledge sharing, drive content creation and solve problems.

k-eCommerce http://www.k-eCommerce.com 855-k-eCommerce k-eCommerce A versatile, integrated B2B, B2C and Sales Portal eCommerce solution deployed in our PCI DSS certified cloud or on premise. Built-in CMS with SEO, responsive design, multilingual/ multicurrency.

Vertex SMB http://www.VertexSMB.com/TheList 855-221-5885 Vertex SMB Sales & use tax automation with payas-you-go pricing and PDF returns.

Electronic Signatures AssureSign LLC http://www.assuresign.com â&#x20AC;˘ 407-670-0400 AssureSign Electronic Signature Software Integrated cloud or on-premise enterprise class Electronic Signatures.

Solomon

Customer Relationship Management

Retail Management System

Point of Sale

Q3 2016 | 71

HORIZONTAL

CALUMO, Inc.

DataSelf http://www.dataself.com â&#x20AC;˘ 888-910-9802 DataSelf Analytics Tableau, a data warehouse and 5,000 KPIs for Dynamics ERP/CRM.

Human Resource Applicant Tracking System Dynamics ATS http://www.DynamicsATS.com â&#x20AC;˘ 855-726-6661 Applicant Tracking System for Microsoft Dynamics CRM Quickly locate and attract talent, improve candidate experience, collaborate, make better decisions, efficiently manage the entire talent acquisition process & generate insightful reporting.

The Portal Connector http://www.crmportalconnector.com/ 705-726-2966 The Portal Connector for Dynamics CRM Itâ&#x20AC;&#x2122;s easy to use and does not require developers to implement or manage. Just drag and drop to build scalable, secure Portal Solutions!

Job Costing

Project Accounting

JOVACO Solutions Inc. http://www.jovaco.com â&#x20AC;˘ 888-988-3535 ext. 122 JOVACO Project Suite Project accounting for professional service firms to manage projects through web-based time & expense and resource mgmt modules. Top features: extensive reporting, multi-company & interdepartmental capabilities.

JOVACO Solutions Inc. http://www.jovaco.com 888-988-3535 ext. 122 JOVACO Project Suite Project accounting for professional service firms to manage projects through web-based time & expense and resource mgmt modules. Top features: extensive reporting, multi-company & interdepartmental capabilities.

Maps Solution

HORIZONTAL

Inogic http://www.inogic.com â&#x20AC;˘ +912267687804 NEW: Maplytics by Inogic Map plugin for Dynamics CRM for plotting & filtering entities, Geo-analytics, Sales optimized routing, appointment planning and Heat Maps.

Occupational Health & Safety Joesoftware Inc. http://www.joesoftware.com â&#x20AC;˘ 780-990-0220 Marshal Comprehensive QHSE application. Incident management, employee safety data, training/certifications, jobsite hazard assessments, procedure automation and more. OHSA COR PIR compliant.

Portals DynamicPoint http://www.dynamicpoint.com â&#x20AC;˘ 844-396-7647 Employee, Vendor & Customer Portals Integrated with Microsoft Dynamics Extend crucial Microsoft Dynamics data with custom SharePoint Portals.

KEY:

Axapta

Great Plains

72 | CRMUG Magazine

Sales Tax

Tax

Vertex SMB http://www.VertexSMB.com/TheList 855-221-5885 Vertex SMB Sales & use tax automation with payas-you-go pricing and PDF returns.

Avalara, Inc.

Supply Chain Management Arbela Technologies http://www.arbelatech.com â&#x20AC;˘ 949-291-4777 Arbela Technologies Our specialties can align with all your industry-specific and evolving business needs. With minimum customizations, we tailor AX and CRM to effectively reduce costs and improve efficiency. Gain from our experience!

Reporting

Solomon

Vertex SMB http://www.VertexSMB.com/TheList 855-221-5885 Vertex SMB Sales & use tax automation with payas-you-go pricing and PDF returns.

Time and Attendance

CALUMO, Inc.

Navision

Workflow / Notifications

Customer Relationship Management

Retail Management System

Point of Sale

Services .NET Development KTL Solutions, Inc. http://www.ktlsolutions.com â&#x20AC;˘ 866-960-0001 Development - Microsoft Dynamics GP/CRM/xRM 20 yrs developing GP customizations (Dexterity, .Net), Source Code Developers, Experts with CRM/xRM as a platform creating customized experiences. Sub-contractor rates to other resellers.

Application Service Provider/Hosting

Azure Managed Cloud Services

WatServ http://www.watserv.com â&#x20AC;˘ 866-531-2598 Global leader of Hosted Managed Services for Dynamics ERP & CRM Offering Private, Hybrid, & Azure hosted managed services with 24-7-365 world class global support for customers of all sizes and complexities.

Cloud Computing

MG Technology Group

Data Resolution, LLC

http://www.mgtechgroup.com/about-us/ partner-program/ â&#x20AC;˘ 866-350-9310 Dedicated Dynamics ERP Hosting Services - 99.999% SLA, SSAE16 13+ years experience, you own the customer relationship, 100% US support.

Njevity, Inc. http://www.njevitytogo.com/partner 720-870-9700 NjevityToGo White Label â&#x20AC;&#x153;Dynamics Cloud Business in a BoxTMâ&#x20AC;? Cloud & Hosting Services for Dynamics Partners Donâ&#x20AC;&#x2122;t sell THEIR ERP Cloud, sell YOUR ERP Cloud, YOUR Brand. With our Cloud Services Programâ&#x20AC;&#x201C;YOU own the customer, YOU handle the billing, YOU make BIG $ for the entire contract. WE make YOU look like a Cloud Expert!

RoseASP http://www.roseasp.com â&#x20AC;˘ 858-794-9403 RoseASP Hosted Microsoft Dynamics on Azure/ Private/Hybrid Cloud Solutions. Comprehensive pricing model for SPLA/Subscription Licensing - financially backed uptime guarantee. SSAE-16 data centers, SOX, HIPAA, FDA Compliancy.

KEY:

Axapta

Great Plains

Custom Development KTL Solutions, Inc. http://www.ktlsolutions.com â&#x20AC;˘ 866-960-0001 Custom Development We are a certified .Net and Dexterity development group with over 15 years experience. Provide us with your requirements for a free estimate.

Dexterity Development KTL Solutions, Inc. http://www.ktlsolutions.com â&#x20AC;˘ 866-960-0001 Development - Microsoft Dynamics GP/CRM/xRM 20 yrs developing GP customizations (Dexterity, .Net), Source Code Developers, Experts with CRM/xRM as a platform creating customized experiences. Sub-contractor rates to other resellers.

Implementation Services Myappsanywhere http://www.myappsanywhere.com 888-636-HOST Premier Cloud Computing Provider Myappsanywhere delivers an integrated suite of cloud-based Microsoft Dynamics and ISV applications, including 99.999% uptime, customizations and secure storage in its privately owned, SSAE 16 data center facilities.

Looking Glass Marketing http://www.lookingglassmarketing.com 614-453-5927 Cost-effective Marketing Solutions for Microsoft Dynamics Partners Award-winning outsourced marketing services including lead generation, nurture marketing, email marketing, web design/SEO, content development.

The Partner Marketing Group http://www.thepartnermarketinggroup.com 605-574-9432 Microsoft Approved Vendor for Dynamics Marketing Consulting From strategic marketing plan development to the critical daily execution, this Microsoft experienced team can help fill your sales pipeline. Tornado Marketing, Inc. http://www.tornado-marketing.com 608-213-0377 Marketing Consulting Tornado Marketing offers high-impact, highly effective marketing consulting. 10+ years in the channel. Websites. SEO. Copywriting.

Member Organizations

Bond Consulting Services http://www.BondConsultingServices.com 562-988-3451 Custom ERP & CRM Solutions That Streamline Your Business Processes The go-to team of trusted advisors moving you forward with Microsoft Dynamics ERP and CRM solutions for SMB and Enterprise.

ERP Software Blog http://www.groupbloggers.com â&#x20AC;˘ 888-800-0999 ERP Software Blog/ CRM Software Blog Group blog sites for VAR/ISV partners to increase SEO, web traffic,leads

OnDemand Trials

Manufacturing Implementation & Consulting Njevity, Inc. http://www.njevitytogo.com/partner 720-870-9700 NjevityToGo White Label â&#x20AC;&#x153;Dynamics Cloud Business in a BoxTMâ&#x20AC;? Cloud & Hosting Services for Dynamics Partners Donâ&#x20AC;&#x2122;t sell THEIR ERP Cloud, sell YOUR ERP Cloud, YOUR Brand. With our Cloud Services Programâ&#x20AC;&#x201C;YOU own the customer, YOU handle the billing, YOU make BIG $ for the entire contract. WE make YOU look like a Cloud Expert!

Navision

SCS Inc. http://scsdynamics.com â&#x20AC;˘ 800-655-5284 Cost-effective Manufacturing Solutions for Microsoft Dynamics NAV Premier NAV provider in manufacturing industry 20+ years. Hundreds of successful complex manufacturing implementations. Experts in MRP/WMS/EDI.

RoseASP http://www.goERPcloud.com â&#x20AC;˘ 855-ERP-CLOUD ERP Cloud Trials Test drive preconfigured Microsoft Dynamics industry specific demo environments with integrated ISV solutions built for the web. goERPcloud trials help users understand the power of Dynamics and the cloud.

SERVICES

http://www.dataresolution.net â&#x20AC;˘ 877-878-9108 ERP Clouds Data Resolution is dedicated to delivering private ERP & CRM cloud services branded as the partners brand. We keep all of our cloud customers optimized & working 24 hours a day, worldwide for the last 15 years.

Marketing Planning & Services

Solomon

Customer Relationship Management

Retail Management System

Point of Sale

Q3 2016 | 73

Partner Support Service

Upgrades Vertex SMB http://www.VertexSMB.com/TheList 855-221-5885 Vertex SMB Sales & use tax automation with payas-you-go pricing and PDF returns.

Plumbline Consulting, LLC. http://www.PlumblineConsulting.com 419-581-2300 Partner Support Services Leverage our Partner Support Services, including Support, Custom Development & Implementation Assistance to expand your offerings. 25+ yrs.

Sales Tax Management Service

SharePoint Development DynamicPoint http://www.dynamicpoint.com â&#x20AC;˘ 844-396-7647 Exclusive Source for Microsoft Dynamics & SharePoint Integration Portals, Business Automation & Custom Products integrated with Dynamics.

Software Development Consulting Avalara, Inc. http://www.info.avalara.com/TheList 877-780-4848 Avalara for Sales Tax Automation Automate and eliminate the complexity of sales tax management with Avalara. A cloud-based sales and use tax calculation, exemption certificate management, filing and remittance solution for Microsoft Dynamics.

InterDyn BMI http://www.interdynbmi.com â&#x20AC;˘ 866-264-3249 InterDyn BMI Microsoft Gold Certified provider of innovative solutions for over 30 years.

SCS Inc. http://scsdynamics.com â&#x20AC;˘ 800-655-5284 Cost-effective Upgrades for Microsoft Dynamics NAV Gold Partner 500+ NAV implementations & upgrades. Ask for a free quote!

Writing/Documentation Services The Partner Marketing Group http://www.thepartnermarketinggroup.com 605-574-9432 Blogs, Case Studies, Infographics, Websites Use 'content marketing' to build your brand and drive prospects into your sales pipeline.

Learn why Karen with ChargeLogic likes The List: â&#x20AC;&#x153;Having The List reach so many organizations within the Microsoft Dynamics community makes our decision to participate an easy one â&#x20AC;&#x201C; and receiving a lead from The List didnâ&#x20AC;&#x2122;t hurt either!â&#x20AC;?

SERVICES

Karen Tran, ChargeLogic

KEY:

Axapta

Great Plains

74 | CRMUG Magazine

Navision

Solomon

Customer Relationship Management

Retail Management System

Point of Sale

Narrow Your Search for Microsoft Dynamics Add-Ons With The List: Mobile! Visit www.thelistmobile.com on your mobile device and access an up-to-date list of Microsoft Dynamics products and services in your pocket anywhere you go.

KEY:

Axapta

Great Plains

Navision

Solomon

Customer Relationship Management

Search by company name, keyword, or filter by Microsoft Dynamics product line to find the products you need.

Retail Management System

Point of Sale

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