Organisations often request what is called a ‘Customer 360’ view within their CRM systems. This is unfortunately a term which has become overused, misused and actually quite misleading. Feel free to listen to why in one of my YouTube videos (this one) but in short, human beings are not owls, and we cannot consume a large amount of information at any one time.
It is fairly regular that you will be navigating the internet to then come across a pop up on the side of your screen asking you if you require assistance. This live support functionality is designed to capture needs right as they happen or very shortly after so if your having a problem, such as not being able to find what your looking for, you can ask immediately without having to email a support ticket and then wait and manage the response.
Training and User Adoption are always popular topics at conferences and events because they are often two of the most difficult parts of a software project to plan for. Training can be done by-the-book however there are a lot of things that depend on good training. This can range from the actual knowledge of the trainer and their approach to cater for different learning styles.
Actions are a type of process within Dynamics CRM/365 that you may or may not have already heard of. They are not as well known as workflows and are viewed as an internal operation rather than something that can be configurable. This mindset could be because we are so used to creating workflows, dialogs, or even plugins that have a starting or ‘trigger’ point, and are so caught up making business logic for those that we forget we can create a component that is in fact, reusable across all of these types of customisation and only have to make it once.
There is quite a lot of literature regarding creating Word Templates around now, I touched upon it in my previous post, and the infographic here on twitter. When was I was recently researching a separate blog post, I came across a way to create a Word Template using an out of the box Action and a simple Workflow. From playing around with this, I’ve thought about loads of ideas and solutions that could utilise this functionality and how it can be extended to create things like auto-generated scheduled emails (which are unavailable in CRM Online as they are on Premise), things like Goal leader-board updates and things like that. I’ll be working on some of these in the future and they will feature in some posts coming soon.
There has been a few queries regarding the Auto Numbering Solution post which featured here originally and upon reviewing it, there are a few things that could have been better explained. I thought this would be a good opportunity to update the original post to include this clarity and also include a short video to run through and explain the ‘concept’ of the solution and also discuss some of the areas that could cause the most issues to help as much as possible.
In the video I referenced a diagram I threw together to help explore the concept and the transnational element of the solution and this has been included below. The video is embedded into the blog post header but the link is also here.
An Infographic that displays the improvements of the CRM 2015 Product Catalog. A more detailed blog post to follow in the next week
For a slightly larger version – Right Click > View Image
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