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MB2-714 exam Dumps Source : Microsoft Dynamics CRM 2016 Customer Service

Test Code : MB2-714
Test designation : Microsoft Dynamics CRM 2016 Customer Service
Vendor designation : Microsoft
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Microsoft Microsoft Dynamics CRM 2016

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be trained the what, why, and hows of CRM 2016 online.

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Microsoft has made vast investments in Microsoft Dynamics CRM on-line to supply a price-constructive and whole-featured experience for clients. the mixing with Microsoft workplace 365 online has streamlined the process and gives an break for groups to consolidate their office 365 and Microsoft Dynamics CRM on-line experiences.

This chapter is dedicated to the on-line version of Microsoft Dynamics CRM 2016. In some places, this chapter explicitly notes changes between On-Premises and on-line, but the position it doesn’t, that you can await that the text is set CRM on-line.

  • For extra tips about On-Premises installations of CRM, see CHAPTER 29, “On-Premises Deployments.”

  • Microsoft Dynamics CRM is attainable in three primary setting up alternate options: On-Premises, CRM online, and companion hosted. This chapter covers CRM online, together with licensing, merits and boundaries, an operational overview of the features supplied by Microsoft, and a ebook on a pass to sign in and exploit a CRM online example.

    Microsoft Dynamics CRM on-line is a Microsoft-hosted provider that offers tense integration with the office 365 platform. Microsoft begun providing CRM online birthright through the CRM 4.0 days, with shut feature parity with what you could possibly find hold of the usage of an On-Premises or accomplice hosted implementation. With the release of CRM 2011, the online providing changed into additionally up-to-date, and the adjustments between the options narrowed, but barriers imposed on account of a shared hosting environment saved some agencies from the employ of this service offering. In 2012, Microsoft rolled out updates that additional narrowed the ameliorations and superior security, enabling CRM on-line to subsist a true first-classification subject in the Microsoft CRM world.


    Microsoft Dynamics CRM on-line selected through HP to seriously change earnings and partner date | killexams.com true Questions and Pass4sure dumps

    REDMOND, Wash. — Sept. 12, 2016 — Microsoft Corp. has entered a six-12 months agreement with HP Inc. to deploy Microsoft Dynamics to hundreds of employees throughout HP, dramatically enhancing collaboration across advertising, sales and repair operations. With Dynamics, in addition to Azure, office 365 and different Microsoft Cloud solutions, HP has invested within the income and service collaboration platform it must convey a seamless sales event for purchasers and partners while expanding the enterprise’s performance and economies.

    “we've chosen Microsoft Dynamics as their CRM solution for their direct selling, companions and features,” stated Jon Flaxman, chief operating officer, HP. “This brings us a cloud-based respond that supplies a greater helpful and efficient collaboration engine throughout their enterprise.”

    HP is present process a event to transform its revenue and companion environment, driving elevated productiveness and collaboration in a just about all-digital world. As fraction of this transformation, the trade is relocating to a more integrated sales event for each HP earnings reps and the channel companion neighborhood.

    Complementing Dynamics CRM, office 365 offers global income, service and advertising professionals at HP with an immersive, linked productiveness adventure for teamwork and collaboration. moreover, energy BI will empower HP entrepreneurs to find potent trade insights and predictions. Azure will provide the IT organization with a world, open, hybrid cloud for every separate the options, while additionally giving HP a platform for brand original capabilities and capabilities at a low total cost of possession.

    “HP continues to innovate in its consumer engagement, with the gear and trade tactics it provides to its employees and accomplice neighborhood and, of course, the items and functions it can provide,” spoke of Judson Althoff, govt vice president of worldwide trade business at Microsoft. “We participate this dedication to digital transformation with HP and are tremendously arrogant to labor with it because it can provide brilliant technology experiences to people worldwide.”

    In July, Microsoft unveiled plans to interject a original approach to enterprise manner applications with Microsoft Dynamics 365, a slip that evolves its existing CRM and ERP cloud options into one cloud service with original purpose-constructed apps to abet manage specific trade functions. purchasers can register for a webcast collection about maximizing productiveness and supplying first rate customer experiences with Dynamics birthright here.

    Microsoft (Nasdaq “MSFT” @microsoft) is the leading platform and productivity enterprise for the cell-first, cloud-first world, and its mission is to empower each adult and every firm on the planet to achieve greater.

    be watchful to editors: For more tips, information and perspectives from Microsoft, please discuss with the Microsoft information center at http://news.microsoft.com. internet links, cell numbers and titles had been proper at time of publication, but may likewise own changed. For additional counsel, journalists and analysts might likewise contact Microsoft’s rapidly Response team or different acceptable contacts listed at http://news.microsoft.com/microsoft-public-relations-contacts.


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    MB2-714 exam Dumps Source : Microsoft Dynamics CRM 2016 Customer Service

    Test Code : MB2-714
    Test designation : Microsoft Dynamics CRM 2016 Customer Service
    Vendor designation : Microsoft
    : 91 true Questions

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    Microsoft Dynamics CRM 2016 Customer Service

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    Voice of the Customer (VOC) — Dynamics 365 CRM | killexams.com true questions and Pass4sure dumps

    Introduction:

    For any trade to subsist successful or help their services, learning about their customers & customer feedback plays a pivotal role. Analyzing the feedback from customers and making required changes to the trade process/models accordingly is fraction of any trade growth. Keeping this in view, Microsoft Dynamics 365 CRM which is customer centric or revolves around customer relations has introduced a survey implement which can subsist embedded within your Dynamics 365 CRM and helps in capturing the customer feedback.

    Voice of the Customer (VOC) was introduced with Microsoft Dynamics CRM 2016 online, and is used to capture feedback regarding their products or services from within CRM. With Voice of the Customer, they can set up surveys, distribute them to contacts or leads via workflows, and capture responses. The captured data can then subsist utilized for analysis, generating reports and making usurp changes to their product/service.

    This feature/app is available globally as Voice of the Customer solution for Microsoft Dynamics 365 CRM (here after referred as D365) online subscriptions. It can subsist installed from the Applications area of Dynamics 365 Administration Center.

    Installation :

    We will walk you through installation of the solution step by step in detail.

    Sign in to https://login.microsoftonline.com with your Global Administrator or CRM System Administrator credentials.

  • Navigate to Admin Centers > Dynamics 365
  • In the D365 Administration center window, navigate to Applications Tab.
  • Select the Voice of the Customer solution, and click on Manage. Proceed through Terms of Service to accept the terms.
  • Select any Instance from drop down list and click on Install.
  • Before Installation, the status of solution will subsist Not Installed. After clicking on Install, it will rear few minutes to start installation and shows status as Installation Pending. When the solution is ready, status will change to Installed.

    Note: During Installation Pending status, the CRM instance is in maintenance mode and is offline for a short era of time.

    Once the Voice of the Customer solution is successfully installed, Voice of the Customer is added to the sitemap.

    Survey Process

    Using Voice of the Customer, user can conduct Email/Web-based surveys.

    Create a Survey

    To create original survey record, navigate to Voice of the Customer > Survey.

    On survey record by default, 3 forms are available as shown below:

  • SurveySurvey page has a theme, logo, behavior controls, as well as question/response configurations, they can modify them as per the requirement.
  • Designer:The Designer page allows us to design UI and questions for the survey. It provides options to add pages and questions. For example, they can design a welcome page to reflect the message that they would like their recipients to see upon opening the survey.
  • The survey questions can subsist added to a original page or on the existing page via the drag-and-drop editor. The user can double-click on questions to edit it, and the user can click on the edit button on the profile for more editing options.

    Once every separate the questions are added and required changes are done, preview the survey to check if every separate questions are saved properly (only saved questions will subsist displayed in the preview).

  • Dashboard:
  • The Dashboard is the statistical representation of Survey data or survey response. It will pomp every separate the responses or feedback in bar graphs.

    Distributing the Survey

    To distribute or employ the survey externally, they exigency to publish the survey. To conclude so, click on Publish button on the ribbon.

    Once the survey is published, email snippet and anonymous link are automatically generated. These email snippets or anonymous links are used for distributing the survey to the customers.

    We can test the survey page before sending it to the customers by using Test button. Test displays the survey page that will subsist sent to customers and the response provided in the test page aren’t stored as survey response.

    The Test button will not labor if the survey is not published.

    The Test button displays only the published content where as Preview displays the saved content.

    Email Snippet can subsist used in email templates or in the email content directly. For example, the below mentioned email snippet can subsist pasted in the email template or email content directly.[Survey-Snippet-Start]2dfd9f6d-295f-4488–8132–773357e758ea[Survey-Snippet-End]

    The text of the link (email snippet) can subsist added in Invitation Link Text field. This text is displayed in the email that is sent to the customers.

    For Example, in above image, the Invitation Link Text field is set to Click Here. So, Click Here is displayed as a link in email and on clicking this link will redirect to the survey page. If the Invitation link text field is blank then the survey link is displayed in the email that is sent to the customer.

    Here is an specimen of using email snippet in transmit email step of a workflow:

    Anonymous Link is used in Survey Activities and in conducting web-based survey (social networking sites, etc.).

    Fill every separate related fields data of Survey activity and click on save. Once saved, this will generate the survey Invitation Link (anonymous link of survey selected in survey field) that can subsist sent to users for providing feedback.

    Taking Survey

    By clicking the link generated above, users can provide feedback. Below is the sample feedback created for capturing the session.

    Page 1: Welcome Page

    Page 2: Questions Section

    Page 3: Complete Page

    Survey Responses

    Once the survey is completed by customers, the responses that are given by customers are stored in Survey Responses entity.

    The results of the survey are stored in Response Summary tab in the Survey Responses entity. It is an HTML page which displays the answers given by customers for every separate the questions from the survey.

    Question Responses entity stores the records of each question and respective respond from the customer.

    Response Outcomes — For every survey, there is an outcome after taking the survey (complaint or complement or appreciation, etc.) based on the Responses Routing created for the survey.

    Limitations of VOC
  • There must subsist minimum of two pages in every survey.
  • A maximum of 200 surveys only can subsist published at any point of time. You might exigency to unpublish surveys which are not in employ anymore, if needed.
  • We can comprehend a maximum of 250 questions in a survey. If you’ve enabled feedback for a survey, you can comprehend a maximum of 40 questions.
  • We can create a maximum of 25 pages per survey.
  • We can transmit a maximum of 10,000 email invitations in a 24-hour period. Any emails that exceed that amount will remain pending during that time and will automatically start sending when the time limit is over.
  • Voice of the Customer for Microsoft Dynamics 365 will drag a maximum of 2,400 survey responses per day. Voice of the Customer leverages Azure to host the surveys and capture responses. So, If there are more responses (more than 2400) in a day, 2400 will achieve in, remaining will remain in Azure until the next day.
  • Voice of the Customer for Microsoft Dynamics 365 allows storage of a maximum of 1,000,000 survey responses for an instance.

  • Understanding the Microsoft Dynamics CRM 2016 Licensing Options | killexams.com true questions and Pass4sure dumps

    This chapter is from the book 

    With the release of Microsoft Dynamics CRM 2016, Microsoft has expanded its license offerings to better suit the needs of its diverse customer base.

    License Options Explained

    As particular in figure 4.8, Microsoft now offers four levels of subscriber licenses for Online:

  • Enterprise—This top-end license for CRM Online includes every separate features as well as most of the ease of the items that plunge under the Dynamics CRM umbrella, such as Parature and companionable Engagement.

  • Professional—This license includes access to the core functionality, the capacity to customize and access every separate modules delivered by Microsoft, and xRM solutions developed in house or by external vendors.

  • Basic—This mid-tier license provides basic access to several core entities, such as Contact, Account, Case, and Lead (in addition to xRM solutions). This is a edifying option for organizations that conclude not employ the Sales favor Automation, Customer Service, or Marketing components that are delivered with CRM.

  • Essential—The entry point for CRM Online is the Essential license. With this smooth of license, the user cannot access any of the core components or core entities. A edifying specimen is a pure xRM solution, as described in Chapter 3, “Customizing and Designing Applications Within Dynamics CRM 2016 (xRM).”

  • Figure 4.8

    Figure 4.8 User capabilities by license smooth for CRM Online.

    The availability and licensing options by user vary, and as original products are added, they continue to evolve. figure 4.8 provides a sample breakout of the features available at each license level, but subsist confident to check out the licensing and purchasing options available at the time of purchase for changes to this list.

    In addition to the access and functional rights provided with each license, as the number of licensed users within an organization grows, additional free capacity enhancements are included. A quirk that existed before Dynamics CRM 2016 was that regardless of the number of users, every organization received 5GB of storage. This meant that organizations with only one or two users had 5GB, and organizations with thousands of users likewise had 5GB. Luckily, Microsoft has recognized this deficiency and added scaled storage, as described in the next section.

    For On-Premises deployments, the following options now exist:

    Although this original licensing is significantly simplified over previous licensing, it still requires some conversation with respect to the actual pricing because Microsoft licensing is as diverse as its many offerings.

    Online Add-on Features

    Microsoft recognizes that the number of users is not always a limpid indicator of the needs of an organization and that the additional storage and non-production instance scale-up outlined previously may not meet an organization’s needs. To address this, Microsoft allows an organization to, on a monthly basis, purchase additional capacity:

  • Additional production instance—An organization may purchase an additional production instance as an add-on license. Each user licensed in the main production instance has access to this original production instance. The projected cost for this is $549 per month per additional production instance. For example, a service organization may determine to employ the additional production instance to segregate a client’s data.

  • Additional non-production instance—An organization may elect to purchase additional non-production instances for activities such as development, testing, or demonstrations. The cost for a non-production instance is $150 per month for each additional non-production instance. This comes as a noteworthy relief for organizations that require additional instances but conclude not want to purchase complete production instances.

  • Additional storage—For each additional 20 licensed users, an organization is granted 2.5GB, up to a maximum of 995GB total, at no charge. However, if the organization wants to purchase more storage than allocated, it can conclude so at $9.99 per gigabyte.

  • Figure 4.9 shows the options available.

    Figure 4.9

    Figure 4.9 Optional add-on features for CRM Online.

    New License Paradigm

    The original license levels and features are fraction of a shift in licensing for Microsoft:

  • Multitier model—Organizations own flexibility to license the birthright smooth of functionality for every user; it is no longer one-size-fits-all.

  • Parity between offerings—Now there are consistent multitier license offerings for Online CRM and On-Premises CRM.

  • Mobile access—Mobile access for Windows, Android, and iOS devices is included with each license at no additional charge.

  • Non-production instances—Non-production instances provide better uphold for organizations with non-production needs.

  • Updated EA (Enterprise Agreement) availability—Microsoft offers auspicious terms for license transitions from On-Premises to Online.

  • Flexible premium uphold offerings—Microsoft offers several different levels of premium uphold for each Online client.


  • Microsoft Dynamics CRM Online selected by HP to transform sales and partner date | killexams.com true questions and Pass4sure dumps

    REDMOND, Wash. — Sept. 12, 2016 — Microsoft Corp. has entered a six-year agreement with HP Inc. to deploy Microsoft Dynamics to thousands of employees across HP, dramatically enhancing collaboration across marketing, sales and service operations. With Dynamics, as well as Azure, Office 365 and other Microsoft Cloud solutions, HP has invested in the sales and service collaboration platform it needs to deliver a seamless sales experience for customers and partners while increasing the company’s performance and economies.

    “We own chosen Microsoft Dynamics as their CRM solution for their direct selling, partners and services,” said Jon Flaxman, chief operating officer, HP. “This brings us a cloud-based solution that delivers a more efficient and efficient collaboration engine across their business.”

    HP is undergoing a journey to transform its sales and partner environment, driving increased productivity and collaboration in a virtually all-digital world. As fraction of this transformation, the company is stirring to a more integrated sales experience for both HP sales reps and the channel partner community.

    Complementing Dynamics CRM, Office 365 provides worldwide sales, service and marketing professionals at HP with an immersive, connected productivity experience for teamwork and collaboration. In addition, Power BI will empower HP marketers to uncover powerful trade insights and predictions. Azure will provide the IT organization with a global, open, hybrid cloud for every separate of the solutions, while likewise giving HP a platform for original capabilities and services at a low total cost of ownership.

    “HP continues to innovate in its customer engagement, with the tools and trade processes it provides to its employees and partner community and, of course, the products and services it delivers,” said Judson Althoff, executive vice president of Worldwide Commercial trade at Microsoft. “We participate this dedication to digital transformation with HP and are incredibly arrogant to labor with it as it delivers Amazing technology experiences to people around the globe.”

    In July, Microsoft unveiled plans to interject a original approach to trade process applications with Microsoft Dynamics 365, a slip that evolves its current CRM and ERP cloud solutions into one cloud service with original purpose-built apps to abet manage specific trade functions. Customers can register for a webcast succession about maximizing productivity and delivering noteworthy customer experiences with Dynamics here.

    Microsoft (Nasdaq “MSFT” @microsoft) is the leading platform and productivity company for the mobile-first, cloud-first world, and its mission is to empower every person and every organization on the planet to achieve more.

    Note to editors: For more information, word and perspectives from Microsoft, please visit the Microsoft word center at http://news.microsoft.com. Web links, telephone numbers and titles were correct at time of publication, but may own changed. For additional assistance, journalists and analysts may contact Microsoft’s Rapid Response Team or other usurp contacts listed at http://news.microsoft.com/microsoft-public-relations-contacts.



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