Know Your Customer. c360 Microsoft Dynamics CRM 4.0 Product Catalog

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1 c360 Microsoft Dynamics CRM 4.0 Product Catalog Know Your Customer c360 products extend the functionality and industry focus of Microsoft Dynamics CRM

2 c360 Core Productivity Pack Explorer (CRM Search Engine) c360 Explorer provides near instant search of all CRM data by constantly indexing all CRM records and attachments and leveraging Microsoft Office SharePoint Search (MOSS) to search the indexed information. Explorer simplifies and expedites retrieval of information regardless of where it has been entered in CRM. Unlock the value of your CRM data by searching and exploring all CRM data in a single user friendly screen Perform Broad-based search and refinement: Start with a broad-based keyword search and then quickly refine the results and explore all activities, s, relationships, related entities, attachments, etc in one single screen View snapshot data right within the search results: For example, for an account record, see the number of contacts, # of open cases, primary contact, phone numbers right within the snapshot data Search SharePoint sites from within c360 Explorer Relationship Explorer/Charting c360 Relationship Explorer/Charting displays all existing relationships between CRM records. In addition, it allows the creation of visual Relationship Charts which can display formal and informal relationships using the picture paints one thousand words philosophy. Includes Relationship Explorer functionality which displays all related records in CRM Includes new Relationship Chart functionality which leverages Microsoft Silverlight technology to provide CRM users with the ability to create relationship/organization charts of formal and informal relationships Summary c360 Summary provides Microsoft CRM users with an integrated screen displaying all open and closed Activities, Notes and CRM records associated with all major Microsoft CRM objects. Summary now leverages the new Explorer indexed search engine for significantly faster data retrieval Chronologically roll-up all open and closed Activities, Notes and CRM records (i.e. Opportunities, Cases, etc.) for all CRM record types including Lead, Contact, Account, Opportunity, Quote, Order, Invoice, Case and Contract Multi Field Search c360 Multi-Field Search provides Microsoft CRM users with a quick search screen that is fully configurable for each CRM user. Multi-Field Search lets you search across multiple entities and across multiple fields simultaneously with a single click. Multi-Field Search for Microsoft CRM 4.0 utilizes the new c360 Explorer indexed search engine for further faster retrieval of CRM search results c360 Record Editor can now be launched directly from the Multi-Field Search results window 2 3

3 c360 Core Productivity Pack Console Record Editor Allows Microsoft CRM users to design their CRM workspace in virtually any way they like. Console delivers critical data with less clicks, fewer screens and allows Microsoft CRM users to see the data that is relevant to them the way they want to see it. The c360 Console allows users to mix the following types of content: c360 Record Editor provides Microsoft CRM users an easy way to edit/modify multiple CRM records within a single screen. Microsoft CRM Advanced Find queries/views c360 Products, if in use by the organization - c360 Summary, My Summary and Quick Activity - c360 Relationship Explorer CRM record details (CRM records; tabs, sections and fields) Custom Content cells integrated with an external system Custom Search cells Associated entity lists (displays records linked to the actively selected CRM record) Easy to use inline grid editor which lets you pick any advanced find view to edit in a grid format Edit all the different CRM fields right within the grid in their own control boxes (date, memo fields, currency, picklist etc) Grid enforces CRM s built-in security model (read-only, state attributes are enforced) Select of all or specific records to edit Copy Down button per-column to copy a change made in the first row to all other rows crm/sharepoint Integration The c360 CRM/SharePoint integration automatically creates SharePoint sites for CRM records of any type. By storing documents in these SharePoint sites even users without Microsoft CRM licenses will be able to access them. Creates SharePoint document repositories for every entity from within CRM Allows CRM users to link documents to any CRM entity Because documents are saved in SharePoint they are available to users who do not have a CRM client license Leverage the document management, content management and collaboration richness of SharePoint tightly integrated with Dynamics CRM Alerts c360 Alerts allows Microsoft CRM users to add critical data to CRM records so other users will immediately be made aware of it upon accessing the CRM record. With Alerts users can be sure that the most important data about a record is read first by the user accessing that record. Users may set alerts on any CRM record type Alerts are immediately displayed in a pop-up window when the record is accessed 4 5

4 c360 Audit Audit TrackeR c360 Audit is a Microsoft CRM enhancement that allows you to track and analyze all changes made to CRM. The components of c360 Audit are: The Audit tracker captures all changes made to CRM data including custom entities and custom fields. See the before and after picture of every CRM save event User customizable views to see only the fields that are most critical to them Increase compliance with legal regulations such as SOX, HIPAA, The Privacy Act, and others by maintaining a verifiable audit trail Track all changes made to CRM data including lead conversions, quote deletions, updating of account fields etc Audit AnalyzeR The Audit Analyzer is a powerful Business Intelligence system that lets you analyze historical CRM information to gain a better understanding of your customers Get critical insight to your historical CRM data by creating specialized queries like negative queries, OR queries using special operators such as increased, not changed etc Analyzer is fully integrated with CRM workflow so you can now create trigger workflow rules based on the queried information Sales can now more easily identify stuck opportunities in the funnel by creating the negative query Show me all hot opportunities where status code has not changed in the last month Create complicated OR queries such as All opportunities where the Estimated Amount has changed OR the Account Type has changed See the big picture view of the complete audit trail with the ability to drill down and open the CRM record with a single click Your existing CRM system is just a snapshot but using Audit, you can now see HOW the account got to its current status Integration with CRM workflow will ensure that no leads fall through the cracks by creating a query All Leads that have not been contacted in a month and have no phone calls scheduled in the future to automatically add activities via workflow 6 7

5 c360 Field Level Security c360 Field-Level Security enhances the security capability of Microsoft CRM 3.0 by restricting access to CRM data on a field level basis. By using the Field-Level Security, administrators will be able to restrict access to specific fields in CRM entities. The fields can be disabled (read-only), forbidden (deny access) or hidden (remove field from view) for any CRM security role in a business unit (or team), thus allowing dynamic field privilege access while maintaining the CRM security model. Field-Level Security supports all CRM field types such as lookup, string, float, nvarchar, currency, datetime, memo fields while ensuring that fields are secured from all areas of CRM including entity forms, CRM Views, Advanced Find views, lookup views, Bulk Edit, Excel Export, Print pages, Form Assistant, Merge Forms. By using c360 Field Level Security, you can define security privileges for any field in a CRM entity (including custom entities) and be sure that access is only available to the users who are allowed to see it. Security privileges can be configured on a field level basis for any CRM security role Ensure that only fields that the user is allowed to see are displayed on the CRM entity forms Security rules are enforced in every area of CRM including entity forms, CRM views, Advanced Find Views, Form Assistant and more. Field-level security is tightly integrated into CRM Settings area while maintaining the CRM security model Field security can be specified to indicate disabled, forbidden and hidden privilege Give users access to read specific field data but not update them 8 9

6 c360 Customer Portal The c360 Customer Portal allows organizations using Microsoft CRM to extend their customer service and support functions to the web to achieve more efficient support and service as well as higher customer satisfaction and self sufficiency. The c360 Customer Portal allows organizations to quickly and easily create a web self service presence that is fully integrated into their Microsoft CRM solution. Using the c360 Customer Portal, an organization s customers will be able to: The Customer Portal now allows the portal user to create and manage cases for multiple accounts. Organizations can specify which accounts the portal user can access. This now opens up the possibility to use the Customer Portal in different ways where a user may need access to different accounts to service. An example of this may be when an implementation consultant needs ability to create and manage cases for different clients. Authenticate and become authorized to perform specific actions including: These options are highly flexible and can include complex scenarios such as Allow user to create cases for Accounts A and B but view cases for Accounts B and C. Create new Customer Service Cases Attach documents when working with Service Cases View and update existing Service Cases View Service Case Activity History Update Contact record details to keep personal data up to date Search and view published CRM knowledge base articles Access additional modules developed either by the customer or their implementation partner Create and Manage Cases for Multiple Accounts Easily configure the Customer Portal using the simple, flexible CRM administration tools Develop custom functionality and protect it with the Customer Portal s authentication mechanism Reduce Support Cases by publishing your Microsoft CRM Knowledge Base to the web Reduce support costs by 60-90% and achieve even higher customer satisfaction by enabling your end users to self service themselves 10 11

7 c360 Marketing c360 Marketing is a product and hosted service that enables Dynamics CRM users to deliver HTML campaigns to defined marketing lists as a seamless extension within Dynamics CRM. The main features of c360 Marketing are: The ability to deliver high volume, personalized HTML s as an integral component of Dynamics CRM Upload HTML templates created in any design program such as Front Page, Dream weaver or Expression. Use Dynamics CRM Advanced Find to build Marketing Lists to create target audiences High speed delivery using the c360 hosted service Easily test s prior to sending Watch as s are opened, read and responses made At a glance stats to measure campaign success New Capabilities: Content Analyzer tests your message for spam filter triggers and advises you of possible problems before you send your campaign. It also checks for issues in the header that you may not even realize are important. Inbox Review audits your message in popular clients such as Outlook, Hotmail, Yahoo!, AOL, GMail, and 50 more Dynamics Communication Audience: Range of new rules provides greater flexibility in data profiling. Criteria such as Contacts who have received s in the last {N} days, contacts who have not opened the from communication are possible Surveys: Surveys allow users to design, deploy and analyze surveys as part of an Marketing Communication. Surveys are made up from a number of sections (pages) each of which can contain questions. The answer to a question can determine whether a follow-on question is necessary. This allows structures such as Have you used our support service?, if Yes then How would you rate their response?, if the rating is Poor then a follow on question can be asked Why do you rate their response that way? Click stream analysis is audited automatically in Dynamics CRM and against each individual contact record Create and deliver personalized HTML s as an integral component of Dynamics CRM Prepare, execute and analyze marketing campaigns from within CRM 12 13

8 c360 BI Analytics c360 Group Calendar c360 BI Analytics for Dynamics CRM provides decision makers the right information at the right time. Decision makers can track and manage business performance using dashboards and Key Performance Indicators. Managers and employees can easily see and understand their own performance metrics, enabling them to take action quickly and make better decisions. Sales, marketing, and service employees can identify and act on new opportunities to grow revenue and improve business efficiency. BI Analytics features advanced analytics and extensive visualization capabilities. Included are 25 pre-built, customizable reports that feature interactive Pie Charts, Column Charts, Bar Charts, Pivot Tables, and more. These reports immediately empower users with the benefits of Business Intelligence. c360 Group Calendar is a Microsoft CRM enhancement that allows organizations to be more collaborative by allowing users to view the CRM calendar of other users in their organization. Group Calendar allows Microsoft CRM users to: View the Calendar of multiple CRM users or user groups Show activities of one or more users at the same time View all types of activities in the calendar including appointments, tasks, fax, phone, , letter activities, service activities Control scheduling conflicts by having a uniform and simple overview Filter the result and show only open activities or only activities for attendees Ability to view the calendar in a day, week, month or Gantt view Export to Excel Drag & Drop User Interface Click on the day number to switch to day view Hover mouse over an activity to view details Drill Down Capability View other users calendar To learn more about the other c360 products such as Mobile CRM, SDK, Radius Reporting, CTI, Financial Services Pack, High-Tech Pack, please visit

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