Intelligence. Productivity. Mobility. Unified Service. Predictive analytics: Offline mobile: Self, assisted & field service

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2 Productivity Intelligence Mobility Unified Service Next generation productivity: Predictive analytics: Offline mobile: Self, assisted & field service Surface trending documents with Delve Immersive Excel templates Document generation capabilities from CRM Word and Excel Manage CRM documents across SharePoint, Office 365 Groups, OneDrive for Business Machine learning for intelligent processes & sentiment analysis Cross-sell recommendations Auto-suggest similar cases and knowledge articles Intelligent & contextual assistance Full offline mobile on tablet and phone Streamlined document viewing and navigation, deep CRM links Phase II Cortana integration: view core deals, accounts & activities Interactive service hub for tailored agent experiences Voice of the customer for multichannel enterprise feedback Third party access model Knowledge management in CRM Field Service with FieldOne

3 Functional Release Plan Dynamics CRM Sales Marketing CRM App for Outlook (e) Excel Integration (e) Information Discovery (n) SMS marketing (n) marketing enhancements (e) H2 CY2015 (capabilities) OneDrive for Business and documents (n) Document generation (n) Server side sync and Outlook Client (e) FantasySalesTeam, from Microsoft (n) H1 CY2016 (themes) Customer Success Management (n) Productivity Enhancements Event Management Richer Segmentation Service Interactive Service Hub (n) External Party Access (n) Knowledge Management (e) Voice of the customer (n) Unified Service Desk (e) Service intelligence (n) FieldOne, from Microsoft (n) Customer Portal on Azure (n) Service Desk (e) Social Social Listening (e) Productivity & Intelligent Social (n) Social Center (e) Social CRM (n) Engagement & Social Analytics (e) Profiling (n), Influencer/Advocacy (n) Mobile Mobile offline support (n) Document management (n) App-to-app deep linking (n) Modern mobile friendly experience (n) Mobile client form preview (e) Web Resources and IFRAME (e) Mobile security (n) Task Based Experiences (e) Geo location (n) Online Data encryption for CRM Online (server) (e) Data performance dashboard (n) Cloud Solution Provider w/ delegated admin (e) Bulk Data Loader (n) New datacenters (e) Compliance (e) Guided user experience (n) Marketplace (n) Platform Modern web API (e) Ecosystem enablement (n) Next generation search (e) Azure Machine Learning (n) Next Gen Search (e) October 2015 (n) new (e) enhanced

4 CRM App for Outlook (e) Excel Integration (e) Information Discovery (n) OneDrive for Business and documents (n) Document generation (n) Server side sync and Outlook Client (e)

5 ENHANCED Multi-platform support Phone Tracking during compose

6 ENHANCED Pre-built templates Private and Organizational templates Share templates across team members Export to Excel from CRM for Tablets and Phone

7 NEW Trending Documents Delve

8 NEW Private documents storage All document sources in one place Phone and tablet support for document management

9 NEW Auto-generate formatted Documents based on CRM Records Generate docs as part of a workflow Create and edit Templates to achieve the desired document structure

10 ENHANCED Hybrid Scenario Support for Office 2016 and Windows 10

11 Interactive Service Hub (n) Knowledge Management (e) Voice of the customer (n) Service intelligence (n)

12 Role driven next-gen agent experiences (tailormade for Customer Service personas) NEW

13 Foundation for customer facing applications NEW

14 ENHANCED Native KM solution for CRM Simple, modern experience for creating knowledge Translation and versioning to support enterprise knowledge lifecycle

15 NEW Out-of-the-box survey functionality Capture and track responses directly in CRM In-app designer with click to publish Adaptive and touch friendly Flexible distribution options

16 Power BI customer service dashboard NEW

17 NEW Intelligent scheduling using optimized routes and skill based assignments Mobile field enablement with complete customer insight, real-time guidance and crossteam collaboration Optimized resource utilization allows for more work orders and resources

18 Social Listening (e) Productivity & Intelligent Social (n) Social Center (e) Social CRM (n)

19 ENHANCED Additional Source: Custom sources via RSS (n) Support 15 UI languages Support 15 sentiment languages NOTE:

20 NEW Adaptive sentiment (n) Automated triage (n) Group collaboration (n) NOTE:

21 ENHANCED Publish tweets and Facebook posts Rich responses with photos and videos Author lookup NOTE:

22 NEW End-to-end customer experience Create records (leads, cases or any entity) in CRM from social posts Define and set up rules to automatically create CRM entities through Social Engagement.

23 Mobile offline support (n) Document management (n) App-to-app deep linking (n) Modern mobile friendly experience (n) Mobile client form preview (e) Web Resources and IFRAME (e) Mobile security (n)

24 NEW Ability to get work done even with interruption in connectivity Automatic playback of offline actions Available on phone and tablets for Dynamics CRM Online customers

25 NEW View documents in context of opportunity, case or any entity Seamlessly integrates with Office for documents View private documents on OneDrive for Business or team documents in SharePoint

26 NEW Deep linking directly to a record/view/dashboard in the CRM mobile app Inbound links from other apps ( , mashups ) to CRM with mobile-specific URI Built-in sharing for apps

27 NEW Rich set of visual and interactive controls Enriches the UI for a touch friendly interaction Provides immersive mobile experience

28 ENHANCED High-fidelity preview of the mobile forms and dashboards when editing and applying customizations Full preview of both phone and tablet form factors

29 ENHANCED Extensibility and Integration within tablet apps for CRM Custom UI and logic using Web Resources Composition of services using IFRAME Mashups extended to Windows 10

30 NEW Protect enterprise data using Microsoft Intune Policy Managed apps for ipad and iphone Personal Corporate

31 Next generation search (e) Azure Machine Learning (n) Modern web API (e) Ecosystem enablement (n)

32 ENHANCED Modern search experience Cross entity relevance in results with hit highlighting Full text search term matching

33 NEW Cross-sell Recommendations Topic Analysis Suggested Knowledge Articles PREVIEW FEATURE

34 ENHANCED OData Query OData Metadata JSON OAuth HTTP Open and standards based makes it easy to consume from non-microsoft stack Complete enablement of odata V4 endpoint that includes support for CRUD and additional actions Dynamics CRM

35 NEW Solution segmentation for better manageability Solution patching support Performance and reliability

36 Data encryption for CRM Online (server) (e) Data performance dashboard (n) Bulk Data Loader (n) New datacenters (e) Guided user experience (n)

37 NEW Full SQL Database Encryption Full protection as the entire DB is encrypted Keys are managed by Microsoft per Microsoft security policies No code changes required and full compatibility Data encryption at REST Customer managed keys* Full SQL Encryption with Customer-Managed Keys Customers control encryption strength and key management No functional limitation Planned as Preview Feature * PREVIEW FOR SELECT CUSTOMERS

38 NEW Admin driven optimization Understand performance over time of components with long running queries. Improve performance of components with optimization recommendations. Assess how well existing optimizations are performing

39 NEW Getting data in at highspeeds into CRM Online Designed to handle large volumes with data staging and validation Support for scheduling, import CRM Online SDK Platform Staging DB PREVIEW FEATURE

40 Datacenter expansion to Canada and India ENHANCED

41 NEW Guided user experience Azure cloud service Across devices Context sensitive guidance Data driven Proactive intervention

42 2015 Microsoft Corporation. All rights reserved. Microsoft, Windows and other product names are or may be registered trademarks and/or trademarks in the U.S. and/or other countries. The information herein is for informational purposes only and represents the current view of Microsoft Corporation as of the date of this presentation. Because Microsoft must respond to changing market conditions, it should not be interpreted to be a commitment on the part of Microsoft, and Microsoft cannot guarantee the accuracy of any information provided after the date of this presentation. MICROSOFT MAKES NO WARRANTIES, EXPRESS, IMPLIED OR STATUTORY, AS TO THE INFORMATION IN THIS PRESENTATION.

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