Microsoft Dynamics® CRM Training
What's New in CRM 2013?
An error occurred while loading the video. Please try again.
What is New in CRM 2013
Thank you for viewing “What’s New in 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 the video.
Microsoft Dynamics CRM 2013 has an improved and streamlined interface, especially in the web browser. Practice navigating between different modules using the navigation bar and then viewing the available entities within each module. This should highlight that entities are able to reside in multiple modules. For example, Accounts and Contacts can be opened from the Sales, Service, and Marketing modules.
This video serves as an introductory lesson to the “What is New in CRM 2013?” video series. Microsoft Dynamics CRM 2013 has seen some significant upgrades over its previous releases, as well as some new features. This video touches on five key topics: the new user interface, business processes, business rules, mobile CRM solutions, and enterprise collaboration. Most of these topics are covered in more detail in their own dedicated video, as well as additional new features in the application.
New User Experience
The new user interface is cleaner, faster, and more intuitive than previous versions of the application. User adoption is major factor driving these interface enhancements. Microsoft has made the application easier to use by contextualizing commands and data to the user and the task at hand.
The navigation has been optimized for analysis, search, and engagement. The navigation bar has replaced the navigation pane that was once present on the left side of the screen. Its removal has given way to greater use of screen real estate and the interface is now consistent across devices so that no matter the platform, the experience remains familiar. Additionally, the navigation bar is touch enabled for users of tablets and touch screens.
A new command bar has replaced the ribbon. This again has freed up screen real estate and helps contextualize commands, making the application easier to use. The number of buttons available is usually limited to no more than the seven of the most useful commands in the context of current navigation, but the rest of the usable commands can be found by clicking the ellipsis.
The structure of the main form has also been reimagined. A three-column layout is now a more efficient use of space that allows businesses to better organize information. Forms can easily be divided into primary information, a record timeline, and secondary information. Administrators can also specify the amount of space each column utilizes.
Business processes are an important new piece of Microsoft Dynamics CRM 2013. A business process is essentially a to-do list, or a recipe. By outlining specific stages and steps for users to follow, businesses can standardize any process to reach a defined outcome.
Processes can extend across entities. For example, a sale can originate as a Lead record. Once the Lead is qualified, the sale becomes an Opportunity. While the record has changed, the process remains the same as it has carried across entities. This same functionality can be extended to custom entities.
Entities can support multiple processes as well. If you handle sales differently depending on the product, you could create a different sales process for each product in your catalog.
This process-centric experience can go a long ways in helping users better adopt CRM 2013. By clearly outlining and defining the steps of a process, a user can know exactly which data to collect and which records to create.
A simple, flexible designer has been included in CRM 2013 that helps users build business rules. The designer allows users to define conditions and actions that serve as parameters for these rules. Once it is activated, the rule becomes applicable across devices.
Mobile devices are becoming ever more prevalent in business. Microsoft Dynamics CRM 2013 is available on devices that CRM Users want to use, such as Windows 8 tablets, iPads, Windows Phone, iPhone, and Android phones. These mobile applications are included with each CRM license at no additional license fee.
The Microsoft Dynamics CRM tablet app is a modern, process-centric experience. It is designed to support key sales scenarios out of the box, yet it is configurable. The mobile tablet app supports dashboards, which serve as the informational hub.
The user experience on this app is designed so that users can quickly locate any record by searching across entities. Tiles can be pinned to Windows 8 Start and dashboard for easy access to important information. The grid column width can also be adjusted based on personal preference.
Forms show detailed information, including business processes. The app leverages standard web form definitions so that users are receiving a consistent experience across devices.
A feature unique to the mobile tablet app is the communication card. It allows users to quickly engage with their network of people. This feature is available for Contacts and Users in your CRM database and is displayed for the Opportunity, Account, Lead, Contact, and User entities. These are displayed when such a record is pinned to the Windows 8 Start screen and the tile is expanded.
Another key feature for this app is access to records when connectivity is lost. Recently viewed records are cached as may be viewed while offline. This data is read-only, and records will display an offline alert as well as a timestamp.
The Microsoft Dynamics CRM phone app supports a touch-optimized experience that allows users to create, update, and delete records. The app also allows users to leverage native device capabilities such as making phone calls and mapping addresses. The Windows Phone app supports an offline mode and can view activity feeds. The mobile app is customizable so that custom entities can be accessed right from your phone.
Microsoft Dynamics CRM 2013 hosts real-time collaboration capabilities in the form of activity feeds and Yammer integration. Users can identify the users and records that they wish to follow so that they receive real-time updates on information that matters most to them. These feeds can be embedded directly into a main form so that users can quickly see relevant conversations and actions surrounding a given record.
Please refer to the other lessons in the “What is 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, , Portable Business Logic, and Additional “What’s New” Resources videos.