The CRM 2013 Quick Start is a first look at Microsoft Dynamics CRM 2013 and all the new features that have been included. In the CRM 2013 Quick Start you will find details that can help … Get the book
Have you been looking at Microsoft Social Engagement as a solution to integrate social channels with your Dynamics CRM environment, but kept postponing your investments into the MSE application since it didn’t yet allow sending social data physically into CRM? Well, it’s time for a wake up call, since starting from MSE 2015 Update 1.2 you can now integrate social profiles and social activities into CRM!
This was the main reason that triggered me into spending some time investigating the capabilities and opportunities of the MSE+CRM combo as a solution that could finally connect the back office world of traditional CRM “system of record” with a modern “system of engagement” that doesn’t rely on email as the only electronic form of customer communication. After all, who really wants to pick up the phone and try calling a customer service number when posting to Twitter will often give you a far better answer, powered by both the user community as well as the increasing presence of companies and brands wanting to be a part of that social conversation.
Powered by this limited but functional “V1″ integration to Social Engagement, I explored what new scenarios the social data unlocks in Dynamics CRM. With a lot of discoveries and takeaways in my back pocket, I decided to turn it into a webcast to present these to the #MSDYNCRM community. Which is what I did just a moment ago on MSDynamicsWorld.com. In order to make the content easy to consume via your media of choice, I also created ~50 slides to illustrate the topics of the session. As promised, they are here:
Update 2015-11-25: now you can also find the webcast recording on YouTube.
The agenda of the session was split into three main categories:
- Social Engagement basics
- Search topics
- Social profiles
- Social Center
- Activity Map
- Feature roadmap
- MSE and CRM integration
- MSE to CRM
- CRM to MSE
- Social profiles
- Social activities
- MSE Link-to-CRM
- Record creation rules
- Channel properties
- Current limitations
- CRM customization examples for MSE data
- Custom entities
- Entity images
- External profiles
There’s been active development going on with MSE recently (see the What’s New page) and based on what we’ve seen in the CRM 2016 release wave, I think it’s finally becoming a relevant topic to include in all Dynamics CRM (Online) customer discussions. Coincidentally, HootSuite decided to announce their Dynamics CRM integration on the very same day as my MSE webcast took place, which just further goes to show that there is demand for solutions to bridge the CRM and social gap.
It would of course be interesting to hear also your thoughts on this. Do you think Microsoft Social Engagement is bound to become a tightly coupled component of Dynamics CRM or is it destined to remain a separate silo that only selected few marketing users occasionally access for reviewing sentiment analysis statistics for the brands they keep track of?
One of my posts that seems to remain in high demand, based on the site visitor analytics, is Advanced Queries with Advanced Find. Written over two years ago, people still tend to read it far more often than the newer posts dealing with the latest trends around Dynamics CRM or instructions on how to leverage other platform features like workflows and Business Process Flows. Thinking about the potential audience size, it’s of course understandable that a feature accessible to all CRM users will be much more popular than process configuration tools or the Dynamics product roadmap.
Although very few updates have been done on the Advanced Find functionality during the 10 years I’ve been using Dynamics CRM, it’s arguably still a real killer feature of the platform, at least when comparing it to the query capabilities of many similar business applications. The fact that you’re able to reference pretty much any related record in your query criteria (and in the CRM data model, absolutely everything is related) means that the tool can be used for building the most complex target group definitions for your marketing campaigns, for example, based on behavioral data stored many relationships away. You only have to use another Microsoft application to understand how powerful such a tool can be in the right hands.
It never hurts to have a good understanding of the CRM data model of your organization when launching Advanced Find to build some queries, since AF is a world of abundance when it comes to the available options to select from. Usually the relationships between records are something you can figure out from the end user UI if you spend a moment thinking about it – although with the “flat” design of CRM 2013+ menus and navigation structures, the front end ain’t as hierarchical in nature as the old popup-heavy UI used to be, thus sometimes leading you astray with the underlying data model. In some cases, though, Advanced Find will allow you to perform queries on entities that are completely invisible to the CRM end user. In this post we’ll take a look at one such entity, the activity party, and explore ways in which we can use it for providing the CRM users information on who they are interacting with.
Ain’t No Party Like The Activity Party…
…’Cause in the Activity Party everybody’s connected! OK, so what exactly is this “party” thing then? In the CRM user interface we have activities, which are divided into a number of different types, like email, appointment, phone call, letter, fax (everyone’s favorite default entity, right?) and potentially a selection of custom activity entities for non-standard communication channels like SMS or business specific record types for handling assignments, approvals and these types of work items. Each activity type shares a number of common fields that can be found from the entity called “activity”, which is what allows CRM to show this mixed bag of apples, oranges and pineapples in a single list of
fruit activities related to a business record like the customer account.
When we add people into an activity like a meeting invitation (remember: appointments are always invitations now in the server-side sync world, so be careful when including customer contacts there), CRM is not just populating a lookup field on the activity entity with the GUIDs of all the related users, contacts and other resources. What happens behind the scenes is that each of these related records will result in a new activity party record being created. This is an entity that you will not see in the CRM customization UI if you open the default solution. You can read about it in the SDK, or install a tool like the Metadata Browser (found inside the downloadable SDK package) and have a look at its contents from the live system, as we see below.
People who have been tasked to build SSRS reports that deal with activity records will have surely run into the ActivityParty table/view. If you’re interested in learning more about how the data is created and stored into the SQL database, go and read this great investigation by CRM MVP Aileen Gusni. If, on the other hand, you’d rather not spend too much time in Visual Studio / SQL Server Data Tools building reports but rather want to see how to leverage activity parties in Advanced Find, then this is the right article you’re reading right here.
View of “Activities Involving Me”
While activity parties are not accessible as a configurable entity in CRM (because ultimately they’re not), luckily they do exist in the Advanced Find UI. The first scenario in which we can take advantage of this capability is in building a view of activities that uses some criteria that’s not directly available on the activity record itself. Out of the box, CRM provides views like “My Activities” that show the records in which the current user is the owner (and which are open, even though the name of that default view is a bit misleading). Sure, it’s important to understand what’s on your To Do list right now, but sometimes it is beneficial to be able to reflect back a bit and see also what has happened in the past, to understand what you’ve spent your time on and who have you interacted with. For this, we’ll create a brand new view called “Activities Involving Me”.
Do you enjoy reading news and thoughts from the world of Microsoft Dynamics CRM but wish that you could consume such content also in a “hands free” mode, by having someone talk about them rather than publish their thoughts in writing? Well hey: that’s what podcasts are for! If you’re looking for episodes to download to your favorite podcast app on your smartphone, then here’s a couple of channels to subscribe to: CRM Rocks by Markus Erlandsson, started already back in 2013, and a newcomer from this year called CRM Audio, hosted by everyone’s favorite CRM Tipsters: Joel Lindstrom, George Doubinski and Shawn Tabor.
Why did I bring this topic up then? It just so happens that I’ve done yet another guest appearance on CRM Rocks! Yes, you might remember yours truly from classic episodes like “CRM 2013 User Interface Changes” or “Who Is The Customer in Your CRM?” This time I had the pleasure of joining Markus in the studio and discussing a topic I had blogged about a while earlier, meaning The State of Microsoft Dynamics CRM in 2015.
The topics on our agenda for this episode included the following:
- Release cadence & CRM 2015 Update 1
- Office 365 integration points with Excel Online, OneNote, Office Groups
- The arrival of the CRM web client for Outlook (3 years after its announcement)
- Cloud first: why is on-premises lagging behind
- The new organization structure at Microsoft
- Dynamics moving from the old MBS unit to Cloud + Enterprise
- Why CRM product development needs better alignment with MS Data Platform
- The remaining divide between Office and Dynamics
- Microsoft & Salesforce partnership
- New MS co-opetition strategy on devices, now also in the business cloud
- What the rumored acquisition of Salesforce would have meant
- The two horse CRM race and competitors pushing each other to innovate (and imitate)
- CRM 2016 Release Preview Guide highlights
- New modern API & next generation web client
- Improvements in document generation and content search
- Mobility with offline, task based applications
Yeah, so many interesting things going on in the world of Dynamics and only an hour to discuss them. So, what did Markus and me end up covering in our talk? There’s only one way to find out and that is listening to the latest episode of CRM Rocks. By the way, if you have any thoughts on who you’d like to see (well, hear) make an appearance on the show and what CRM related topic should get some air time, then be sure to leave a comment either here or ping Markus directly.
Oh, I almost forgot to mention: I also took part in a recent CRM MVP Panel on MSDynamicsWorld.com with Chris Cognetta, Donna Edwards, Alex Fagundes and Gretchen Opferkew. We talked about some of the same topics as in the podcast, with a focus around the upcoming Dynamics CRM 2016 release and how to prepare for it, so in case you missed the live event, be sure to check out the recording available on YouTube.