New functionality in Dynamics CRM 2013 Service Pack 1

Discussion in 'Microsoft Dynamics 365' started by bsdinsight, Jun 3, 2014.

  1. bsdinsight

    bsdinsight Well-Known Member

    You can download new functionality in Dynamics CRM SP1 in attached file

    Attached Files:

    John White likes this.
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  3. bsdinsight

    bsdinsight Well-Known Member


    • Drag and drop visual Campaign Designer
      • Drive customer engagement with effective campaigns. An intuitive visual designer makes it easy for marketers to create multi-channel campaigns integrated with email marketing and social channels so you can generate highly qualified leads
    • Lead lifecycle management
      • Build your sales pipeline with qualified leads using a solution designed to manage the process of lead acquisition, scoring, distribution, and segmentation across marketing and sales
      • Easily import leads to nurture and measure consistently for better results
      • Multi-dimensional scoring allows Marketers to create precise scoring models across multiple elements (e.g. engagement, demographics, behavioral data, etc.)
        • Leads generated last week may or may not be as hot as the Leads generated this week. Recency/frequency based scoring helps Marketers identify the best Leads by changing the scoring based on recency or frequency of engagement
      • Lead performance reporting based on campaign performance and conversion in order to optimize campaign results
    • Homepage
      • Marketers can easily configure a personalized view of their key performance indicators and reports such as leads generated, email effectiveness, landing page opens, and budget performance
      • An easy to use graphical editor allows Marketers to tailor their homepage for their role – view Marketing data graphically in Charts (pie, area, bubble) or in a traditional list view, or aggregate multiple data sources for an end to end view of campaign performance using Power BI
    • Scalable Email Marketing
      • Send highly personalized E-mail messages to drive improved open rates. Personalize the content per sender, recipient, subject & content allowing you to send fewer emails with greater business results via:
        • Open APIs to support emails triggered by third parties applications tracking results within Dynamics Marketing
        • Delivering mass and transactional emails scalable to millions of emails to customers per day
        • Cross campaign rules to prevent email fatigue. Manage and control how many emails a contact can receive in a given time period to improve email performance
    • Power BI for Marketing
      • Visually analyze your data using predefined Power BI reports focusing on financials, lead performance, asset management and email deliverability
      • Obtain a 360 degree view of the Customer by visualizing contact demographics, online behavior, marketing lists and much more using Excel based reporting tools integrating key Marketing and Sales data
      • Demonstrate the impact of your Marketing investments with robust Campaign ROI reporting. Power BI can access your marketing spend and revenue to calculate the return on your marketing investment, or ROMI
    • Improved Sales & Marketing Connector
      • The Dynamics Marketing Connector is new and improved, with easy configuration and a UI for data mapping. Users can configure data mapping to bring in important information on the contact and lead to assist in better lead scoring. Sales gets better quality leads as a result. Rich information means that reporting on lead pipeline and lead conversion is easily accessible in reports
    • Office 365 Procurement
      • Easily try and buy Microsoft Dynamics Marketing through Microsoft Office 365 providing single sign in across all your Office 365 services.
    John White likes this.
  4. bsdinsight

    bsdinsight Well-Known Member


    • CRM tablet app enhancements
      • Microsoft Dynamics CRM for tablets: helps you stay connected and productive wherever you are. Use your Windows 8, iPad or Android tablets to stay up to date with your customer info—even when you’re on the go. Arrive prepared for every appointment, and update your notes, tasks, contacts, accounts, and leads while the details are still fresh in your mind. Data is cached for offline viewing so you can still access key data if connectivity is lost
    • Insights: (Insights is available through a strategic partnership with InsideView at no additional cost to Microsoft Dynamics CRM Online customers with Professional licenses in the United States, with broader global rollout coming later in 2014)
      • Insights puts real-time company and contact information from 30,000 sources into Microsoft Dynamics CRM, helping marketing, sales and account management professionals engage more effectively with prospects to win more deals as a result of less time spent researching and more time selling
        • Data
          • Millions of company and contact profiles from around the world
          • Email addresses and phone numbers
          • One-click data sync into CRM
          • Financials, SEC filings, family trees, and industry profiles
        • Insights
          • Breaking news (e.g. funding news, company expansion, leadership changes)
          • Social buzz for target companies (blogs, Facebook, Twitter)
          • Social profiles for decision makers (LinkedIn, Facebook, Twitter)
        • Connections
          • Warm introductions through personal and corporate connections
          • Aggregate personal connections from Outlook, LinkedIn, and Facebook
          • Connection sharing (access all co-workers’ connections privately and securely)
  5. bsdinsight

    bsdinsight Well-Known Member

    Customer Service:

    • Unified Service Desk
      • A powerful desktop designed to improve key business metrics such as Average Handling Time, First Call Resolution and Customer Satisfaction by providing agents a unified experience to access all of the tasks and applications across diverse environments required to complete customer interaction processes via any channel; Handle voice, chat, email in a unified experience, automate repetitive tasks using contextual interaction data (e.g. launching applications, performing searches, data entry) and handle multiple customer sessions simultaneously; Customers can easily create agent desktop applications through a configurable interface within Microsoft Dynamics CRM
    • Enterprise Case Management
      • Deliver world-class case resolution by automating case creation and routing rules, creating failure and warning actions that execute if your Service Level Agreements are not met on time. Ensure you exceed your customers expectations by easily:
        • Defining and managing service entitlements and SLA’s
        • Creating dynamic routing and queuing rules to ensure you hit your service targets
      • Define and customize enterprise-wide KPI’s (e.g. first response, resolution by, customer sat) and associate processes and rules (e.g. routing, queuing, escalation and notification) to ensure they are met
      • Note: The following Enterprise Case Management features are Opt-In. To Opt-In: go to Settings > Administration and then click Install Product Updates. Installing optional product updates is a one-way process. Once enabled, the features can’t be disabled.
        • Case form
          • With the updated case form, you can now view merged cases, view or add child cases, review entitlements , and even add a Timer to ensure you do not exceed/breach your SLA’s. The timer control can be set-up to show a running counter displaying remaining time by when SLA KPIs need to be met
        • Entitlements
          • Service organizations need to keep track of how much support to provide to all their customers, including the type of support. Now you can create entitlements, which are like contracts that let your service reps know how much support to provide, when a customer has a support request
        • Service Level Agreements
          • Provide excellent service to your customers by using Service Level Agreements (SLA) that track the level of service a customer receives. Create an SLA to track when a customer will receive a response on a support case, how long it takes to close a case, and what happens if the case isn’t closed on time; When you create an SLA, it’s important to also let your service reps know how much time they have to answer and resolve a case. A new Timer control can be added to the case form to show how much time a rep has to perform tasks such as initiate first response or to resolve a case
        • Merge Cases
          • Eliminate redundancies between similar cases by merging them into one case. When a case is merged all of the open case activities, notes, and attachments of the constituent cases will be reparented to the primary case
        • Parent / Child Cases
          • When there is a case where work needs to be done by multiple teams or when one issue effects multiple customers–- now a customer service rep can open a primary case, called the parent case, and then create a secondary case, called the child case
        • Define Status Reasons
          • Status reason transitions are an optional additional level of filtering to define what the status reason value can be changed to for each status reason. Defining a limited list of valid options can make it easier for people to choose the correct next status reason for a record when you have a large number of combinations for valid status reason values
        • Automatic Case Creation
          • When someone sends an email to your support email address, the automatic case create rule converts the email in to a support case. The same happens if someone is talking about your product or service on social media, the issue is captured and converted into a support case
        • Social Care
          • Find out what your customers and others are saying about your product or service on Facebook and Twitter, and resolve emerging issues before they escalate. Download, optimize and quickly start using the new Social Care Sample application to extend your customer service on social channels. Companies who have their owns means of social listening can also customize and extend Social Care Application to create cases, contacts and social profiles from the social posts they are monitoring
        • Service Management
          • Easily manage the configuration of the your Customer Service capabilities
      • CRM tablet application - Case Management
        • Continue to deliver amazing customer experiences even when you are away from the office. The CRM for tablets app has been extended to include Customer Service capabilities optimized for people who are always on the move but want to keep an eye on high priority Cases, monitor Queues or route items across the queues to deliver amazing experiences no matter where they are
      • Multi-channel Care
        • Customers are more connected and better informed than ever before. Organizations are looking for business solutions that can strengthen their ability to connect with customers on their own terms, using whatever device and whatever channel they prefer. Parature offers one of the best cloud-based solutions for customer self-service
          • Parature Portal
            • A 24/7 customer support center that is seamlessly integrated into your organization’s current website. This web-based help center gives your customers easy and convenient access to an intuitive, searchable knowledge base which delivers quick answers to their most-commonly asked service and support questions. If your customers still require personal support after using the knowledge base, they can submit a help ticket, track its progress at their convenience and receive an automatic notification email when an answer is available for them
          • Parature Mobile Self-Service
            • Allow your customers to access answers to frequently asked questions using whatever device they prefer. The responsive design of Parature Portal enables you to increase the reach of your knowledge management efforts and provide consistent and personalized experiences across desktop and mobile devices
          • Parature Facebook Portal
            • Provide businesses and organizations with a 24/7 multi-service channel for customer support on Facebook. Customers and consumers can browse FAQs and updates, or submit a help desk tickets. In addition, you can integrate Parature Live Chat seamlessly to deflect customer complaints and service issue posts on your brand’s Facebook page
          • Parature Real-time Chat
            • Provide your customers with instant and personalized online support with Parature Chat. Empowers your organization with an immediate, seamless transition from a self-service to assisted channel at critical times during the support interaction. Comprehensive rules for escalation, deflection and prioritization ensure a timely response and that Service Level Agreements (SLAs) are met
      • Knowledge Management
        • Parature Knowledgebase
          • An intuitive customer self-service solution that provides quick answers to common questions and support issues, plus essential downloads including forms, how-to videos, product manuals, knowledge base information updates and more. Easily add and update information and customize its order and placement to put the most-viewed information in a prominent place.
    John White likes this.
  6. bsdinsight

    bsdinsight Well-Known Member


    • Microsoft Social Listening
      • Microsoft Social Listening is a powerful new service that your organization can use to monitor social media channels like Twitter and Facebook. Use Microsoft Social Listening to track products, brands, competitors, and campaigns globally and in real time to gain a true understanding of your customers and your business across the social web
        • Listen & Analyze
          • Global sentiment analysis
            • Gain a true understanding of your customers and your business on a global scale across the social web. Native language sentiment analysis means you won’t miss cultural cues
          • Share of voice
            • Track your brand, products, and influencers in 28 languages across Twitter, Facebook, YouTube, news channels, blogs, and forums
          • Competitive intelligence
            • See how you stack up against the competition
          • Campaign management
            • Measure social impact on marketing, sales, and service campaigns. Gain insight into what’s working and what isn’t
        • Monitor & Respond
          • Top influencers
            • Identify and connect with the most influential voices in your community
          • Early warning system
            • Gain early insight on problematic issues; stay on top of hot topics
          • Post alerts
            • Notifications on custom key words, competitive conversations, industry info
          • Trend alerts
            • Get notified when posts and publications differ from statistical expectations
    • Social Insights in Microsoft Dynamics CRM
      • Bring the benefits of social listening to your Microsoft Dynamics CRM Online experience with Social Insights. Microsoft Social Listening visuals can be added your CRM dashboards and forms. These Social Insights charts and graphs help you identify buzz, trends and sentiment related to things like your customers, campaigns and competitors
        • A Social Dashboard within Microsoft Dynamics CRM presents a global view of the Social Insights that are most relevant for your role
        • Contextually displaying Social Insights within a Microsoft Dynamics CRM record helps sellers stay on top of their customers’ social conversations
  7. bsdinsight

    bsdinsight Well-Known Member

    Platform enhancements

    Powerful tools allow you to tailor Microsoft Dynamics CRM to meet your unique business requirements. Microsoft Dynamics CRM facilitates the delivery of rapid business value with an agile solution framework that can be easily tailored and configured. The Microsoft Dynamics CRM platform provides a declarative paradigm that ranges from defining the data model to providing integrated persistence, security, API access, user experience and programming paradigms based on a modern open architecture. This release will introduce several new investments in our platform capabilities to further our commitment to an open, customizable and extensible online service:

    • Server-side Synchronization
      • Stay productive and up to date no matter where you are or what device you’re on. With server-side synchronization, administrators can easily manage the synchronization of email, tasks, appointments and contacts between CRM and Exchange
      • Originally introduced in the Dynamics CRM 2013 / Fall ’13 Release to synchronize emails, tasks, appointments and contacts between Dynamics CRM and Microsoft Exchange on-premises deployments. The server-side synchronization capabilities have been enabled as a cloud service to configure and manage the synchronization of Email, tasks, appointments and contacts between Dynamics CRM Online and Microsoft Exchange Online. POP3/SMTP3 providers are also supported for sending and synchronization of Email
      • Synchronization using the Email Router and Outlook client will continue to be supported
      • Supported POP3 / SMTP providers include: Gmail, Yahoo
    • SharePoint Integration Enhancements
      • Simplified integration between CRM Online and SharePoint Online managed within Microsoft Dynamics CRM Online
      • Customers of Dynamics CRM Online and SharePoint Online will no longer need to install and configure the CRM List Component to enable the Document Management integration
      • An Alert is shown in CRM notifying CRM Administrators when Server-based SharePoint Integration is not enabled (similar to Outlook Client install notification)
    General Upgrade Rollup and Service Pack Notes:

    • Testing CRM 2013 Update Rollups: Best Practices
      • Microsoft Dynamics CRM Premier Field Engineering recommends doing all the standard testing you generally do for all Update Rollups, which could be the functional and performance testing that you would do with a new major release or a subset of that test plan
      • The “general rule of thumb” for test plans for Update Rollup installs are:
        • Test any changes in a pre-production environment BEFORE introducing into your production environment. Manage your risk!
        • Consider using the Performance Toolkit for Microsoft Dynamics CRM to simulate your production user load in your testing environment, to shake out any performance-related issues early. The CRM 2011 version is currently being evaluated against CRM 2013, but CRM Premier Field Engineering can help you with using the CRM Performance Toolkit with CRM 2013
        • Test using the permissions your most restrictive end-user roles have. Testing with CRM Administrator permissions, for example, does not give you the complete picture
        • Concentrate on your SDK customizations, JavaScript, ISV add-ons – basically anything that’s not OOB functionality or customizations done from within the UI
  8. bsdinsight

    bsdinsight Well-Known Member

    Service Pack 1 packages are available for download via:

    • The Service Pack 1 Microsoft Download Center page - released May 27th, 2014
    • The Microsoft Update Catalog (packages scheduled for release in June, 2014)
    • The Microsoft Update detection / installation process
      • Note: Microsoft Dynamics CRM 2013 Updates will be pushed via Microsoft Update as Important updates
      • Client packages installed manually by downloading the packages and running install will require local administrator privileges. If the client packages are installed via Microsoft Update or SCCM (System Center Configuration Manager), they will not require local administrator privileges
      • Consider using Windows Server Update Services (WSUS) or similar software distribution technologies to distribute Dynamics CRM Update Rollups internally. WSUS is a locally managed system that works with the public Microsoft Update website to give system administrators more control. By using Windows Server Update Services, administrators can manage the distribution of Microsoft hotfixes and updates released through Automatic Updates to computers in a corporate environment
      • For help with installation please see the Installation Information section of the Service Pack 1 "master" Microsoft Knowledge Base article
      • Please review my former teammate Jon Strand's blog posting "CRM 2011: Silently Installing Update Rollups" which provides details on installing CRM Outlook client update rollups "silently" in order to limit end-user interruption, which also applies to CRM 2013 Update Rollups and Service Packs
    for these CRM components:

    Microsoft Dynamics CRM Server 2013

    Microsoft Dynamics CRM 2013 for Microsoft Office Outlook (Outlook Client)

    Microsoft Dynamics CRM 2013 Email Router

    Microsoft Dynamics CRM 2013 SSRS (SQL Server Reporting Services) Data Connector

    • The SSRS Data Connector is not available as an individual download. It is included in theMicrosoft Dynamics CRM Server 2013 download. When you extract the Server package (CRM2013-Server-ENU-amd64.exe /extract:path: extracts the content of the package to the path folder), you’ll find the Data Connector in the SrsDataConnector folder
    Microsoft Dynamics CRM 2013 Language Packs
  9. bsdinsight

    bsdinsight Well-Known Member

    Bài thảo luận từ các MVP nổi tiếng cho Dynamics CRM về SP1


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