Microsoft Dynamics® CRM Training
Mobility in Microsoft Dynamics CRM 2013
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Mobility in Microsoft Dynamics CRM 2013
Thank you for viewing “Mobility in Microsoft Dynamics CRM 2013.” Below, you will find a short practicum designed to help you reinforce this lesson as well as a summary of the material covered in the video.
Practice makes perfect! Complete the short assignment below to reinforce the material that you learned in this lesson. For guidance please refer to the instructions in this email and the “Mobility in Microsoft Dynamics CRM 2013” video.
If you own a smartphone or tablet, go to the app marketplace for your device. Download and install the free Microsoft Dynamics CRM app. Use the app to log into your CRM database.
Hi, and welcome to the “What’s New in CRM 2013?” video series. In this video, we will discuss mobility in Microsoft Dynamics CRM 2013 and Microsoft Dynamics CRM Online.
This video is separated into 3 segments. In the first segment, we will cover mobile offerings. Basically, how you can access your CRM data from various mobile devices. In the second segment, we will take a look at specific features and functionality of mobile access for tablets and smartphones. Lastly, we will demonstrate how to configure the mobile forms in Microsoft Dynamics CRM Online 2013. *
In previous versions of Microsoft Dynamics CRM, the focus was on Outlook integration, being that the desktop experience was where users interacted with their data most. That has changed drastically in recent years. Outlook remains a priority, but users now require rich web and mobile access to their CRM data.
The mobile solutions now provide a consistent experience across devices while maintaining a single solution. In other words, you can access your data from anywhere. These mobile tools are designed to help users stay productive by providing them with key information on the go. Much like the desktop experience, these mobile solutions allow for personalization so users can view data their way. This personalization extends to dashboards and real-time business visualizations. *
When access your CRM data from a mobile device, it’s important to take some things into account: device type, operating system, access via web browser, and access via mobile application. The table below outlines these levels of access. It is important to make a distinction between web browser access and mobile applications. The modernized interface of Microsoft Dynamics CRM ’13 via a web browser lends itself to mobile access. The interface is touch-friendly, forms automatically align themselves to the size of the screen, and the layout is cleaner and more fluid. However, dedicated mobile applications have been designed so that users can access their data while taking advantage of their mobile device’s native capabilities, such as composing emails and click-to-call. We will emphasize this distinction throughout this video. *
Users can access their CRM data from a web browser on their tablet device depending on their OS. For Microsoft devices, Dynamics CRM is enabled for Internet Explorer 10, 9, and 8. From a Windows 8 and RT device, it’s supported when you use IE 10. In Windows 7 and Windows Vista, each of these versions of IE supports CRM access.
For Apple devices, users can access their CRM data through the latest publicly released version of Safari running on 10.8 (Mountain Lion).
CRM access is enabled on Google Chrome running on the Nexus 10 tablet. *
Users can access Microsoft Dynamics CRM 13 from an application on their tablet at no additional charge. The app can be found in the app store for Windows 8 and RT devices. The app is available for the Google Nexus 10 tablet running Android 4.2.2. Android versions later than 4.2.2 on tablet devices other than Nexus 10 will attempt to run the full CRM web application. However, this configuration is currently not supported. For those devices, see CRM for phones. The Dynamics CRM app is available for the iPad 3 with retina display, iOS 6, and iOS 7 (note that requires Microsoft Dynamics CRM 2013 Update Rollup 1 for on-premises deployments). Earlier iOS versions and other iPad models, such as the iPad mini, aren’t supported. For those devices, see CRM for phones. *
Now that we’ve covered mobile access for the tablets for both the web browser and mobile app, let’s discuss mobile access from a phone. The table you see here shows you accessibility to you CRM data from a phone, whether that’s from a web browser or a mobile app. We’ll cover both here in a moment, but note that the mobile app is free, available for the listed Windows, Apple, and Android devices. The mobile app is also the optimal means of accessing your CRM data from a phone. *
Overall, Microsoft Dynamics CRM 2013 is accessible across a multitude of mobile platforms. Whether you’re accessing your data from a web browser on a mobile device or a mobile app, you can stay productive, personalize your experience, and get reliable analysis on the go. Be sure to consider the device, the operating system, web browser, and mobile app when determining your best means of accessing your CRM data when mobile.*
Now that we’ve covered access
Microsoft Dynamics CRM 2013 now delivers a user experience across platforms that stands on five crucial pillars: staying productive, quality experience, personalized environment, CRM on any device, and analysis on the go.
Since most people today use multiple devices each day for work, it is essential that users have access to their data on the go. As a result, mobile solutions for your Dynamics CRM deployment are included with your CRM license at no additional fee. This included mobile apps for Android, Apple, and Windows devices. Giving tools and information to users to do their job while away from the office not only makes them more effective, but creates a competitive differentiator and helps retain employees.
The mobile Microsoft Dynamics CRM apps are designed to be touch-friendly and engaging. They take advantage of the native device’s capabilities. In these apps, you’ll find a UI that takes its cues from the web-based application. It’s fluid, simple, and includes new features like business processes. We’ll expand on features found in both the tablet and smartphone apps momentarily.
Dashboards are an important feature that empower users to personalize their experience in Microsoft Dynamics CRM. Dashboards serve as an information hub, giving users quick access to their relevant records. In the tablet apps, users can further personalize their experience by pinning commonly used CRM records and views to their dashboard or starting page. Another nice feature for the tablet app is the global search. This allows users to search from records of any entity from a single place; another way they can access relevant information quickly. Users will also find the same role-based experience in the mobile apps as in the full client.
CRM access on any device
The Microsoft Dynamics CRM 2013 mobile experience, while not identical to the web app, is designed to emulate it. It requires no additional configuration, and it is simple to deploy and support. This requires little, if any training of new user, especially those that are already familiar with the UI of the web application.
The mobile Dynamics CRM apps have native support for device capabilities. This means features like Skype, email, and camera all integrate to the mobile app.
Analysis on the go
Microsoft Dynamics CRM 2013 boasts a robust analytics component. Real-time charts help users gain deep insight into their data and visualize their company’s performance. The same charts found in the desktop app can be found on tablets. This visualization of CRM information can be a great asset to users on the road. These charts can also be used to filter and drill down into underlying data, just like in the desktop version of the application.
Overall, Microsoft Dynamics CRM 2013 delivers a user experience across platforms that stands on five crucial pillars: staying productive, quality experience, personalized environment, CRM on any device, and analysis on the go. The mobile UI, is an extension of the desktop UI, allowing for easy access and quick adoption. The separate mobile apps have been developed for smartphones and tablets in order to deliver an optimal experience on a given device. These mobile apps are free, and supported on Windows, Apple, and Android devices.
Now that we’ve covered the basics of Microsoft Dynamics CRM 2013 mobility, let’s take a closer look at what the UI experience is like across devices, starting with the phone app. The phone app is designed to provide a touch-optimized experience across modern devices including Windows Phone, iPhone, and Android.
Users can view records such as Contacts, Accounts, Leads, Opportunities, and Appointments, as other important information. The ability to add and modify records is present, such as Contacts, Tasks, and Notes. The phone app takes advantage of the native device capabilities when placing phone calls or mapping addresses. The phone app also supports a customizable experience. Mobile forms can be configured to include custom fields, and custom entities can be added as well. It’s good to know too, that the Windows Phone version of the phone app supports offline capabilities.
Let’s take a look at how the phone app works. For this demonstration, we’ll be looking at the Windows Phone version. But note that the UI experience is consistent across Apple and Android devices.
Once the app is downloaded from your phone’s app store you can sign in by entering the URL of your CRM instance, and then your login credentials. Once you’re in, you’ll start at a page like this. By default, we see some key out-of-the-box entities like Accounts, Cases, Contacts, and a host of others. Note that other entities can be added to this list by the administrator, including custom entities.
Once the entity has been selected, you’ll see your default View, “My Active Accounts” in this example. You can toggle between Views by touching the listed View. At the bottom there is a search button and a New button to create new records.
Once a record is selected, you be presented with a two-column layout form. At the bottom, notice the command buttons where you can add a note, edit the record, or delete it. From the record, you can take advantage of your device’s native capabilities such as dialing a phone number, composing an email, or mapping an address.
By swiping the form to the right or left, you can see other information such as related records and the wall. In last segment of this video, we’ll learn how to customize these mobile forms. But first, let’s take a closer look at the tablet app for Microsoft Dynamics CRM 2013.
In this demonstration, we’ll be looking at the Windows tablet app, but the experience is consistent across Apple and Android devices.
Much like the phone app, to access your CRM instance through the free tablet app, simply download it from your device’s app store and sign in by entering your CRM URL and login credentials.
Once you’re in, you’ll start at your default dashboard. Much like the desktop app, you can quickly open records and analyze charts from your dashboard in the tablet app. And just like the desktop app, you can quick create records by clicking the add icons at the top of each grid. Notice in the top right corner the global search feature, which allows users to search for any record from any entity in a single search.
What’s nice about the tablet app forms is that they are actually driven by the forms in the desktop version of Dynamics CRM. This means, that unlike the phone app, any customizations made to the full form in the desktop app will carry over to the tablet. To see what I mean, let’s take a look at an Account record.
Before we take a look at some features at the record level, notice the Business Type field. While this is an out-of-the-box field, it is not on the main form of the Account entity by default. I added it from the desktop app, and that customization surfaced in the tablet app automatically. Even though the tablet form UI looks different than the desktop app, as it’s optimized for a mobile experience, it is nonetheless driven by the same form.
On the left side of the form, we see Relationships. From here we can again take advantage of the device’s native capabilities by composing an email, or initiating a call if we have say Skype or Lync integration. If we swipe from off screen at the bottom or top, available commands appear such as Refresh, Delete, and Assign. Notice the Pin to Start and Pin to Dashboard buttons. If I click Pin to Start, a tile will be made on my start screen that will serve as a quick link to this record. So if I’m working with this record frequently, I can gain quick access to it without having to navigate to it each time from my dashboard. I can also pin it directly to my CRM dashboard.
Notice the scroll bar on the far left. With this, I can quickly scroll through the different records in my selected View. In this example, I could switch between My Active Account records. If I swipe to the right, I can access other related records such as Recent Opportunities. Let’s open one.
From an Opportunity record, we see that that the process bar feature is present in the tablet app. I can quickly see which stage of my sales process this record is in, as well as the steps in that stage.
To sum up, we’ve seen key features of both the phone and tablet apps. While the two versions have a different UI, the design is consistent to enhance a sense of familiarity. Both versions take advantage of the native capabilities of their respective devices. Dialing phone numbers, composing emails, and mapping directions being some examples. And both versions also leave room for configuration.
Now that we’ve closely examines some of the features in both the phone and tablet apps for Microsoft Dynamics CRM 2013, let’s learn how to configure the forms for the phone app, since we’
In this How-To example, we demonstrated how to configure the forms for the phone app of Dynamics CRM, specifically, the Account form. We explained that configurations made to the main forms, i.e. forms for the desktop version, will surface on the forms of the tablet app automatically. We demonstrated where in the desktop version of Dynamics CRM users can configure forms, including the mobile form. And we explained that making these configurations requires administrator privileges.
Please refer to the “What’s New in CRM 2013?” video series for more information regarding the changes in Microsoft Dynamics CRM 2013. In this series, you’ll find the New User Interface, Mobility, Process Flow, Business Intelligence, Yammer & CRM, Technical Architecture, Portable Business Logic, and Additional “What’s New” Resources videos.
Thanks for watching.