A CRM Riff https://docs.microsoft.com/archive/blogs/jim_glass/feed.xml A mostly Microsoft Dynamics CRM blog with random riffs on music, Microsoft, and the Northwest. Wed, 17 Apr 2019 04:06:49 GMT en-US hourly 1 Goodbye Microsoft, Hello World https://docs.microsoft.com/archive/blogs/jim_glass/goodbye-microsoft-hello-world Thu, 06 Oct 2011 14:13:00 GMT https://blogs.msdn.microsoft.com/jim_glass/2011/10/06/goodbye-microsoft-hello-world/ After 20 years in the military and now 20 years at Microsoft, I am considering how to spend the next 20 years. It's been fun, exciting, and a growing experience here at Microsoft. My last day is Friday 7 October 2011. The company, people, and product groups have treated me very well. Ciao.

]]> Introducing the Dynamics Café ~ Proceed at your own risk https://docs.microsoft.com/archive/blogs/jim_glass/introducing-the-dynamics-caf-proceed-at-your-own-risk Tue, 04 Oct 2011 08:40:18 GMT https://blogs.msdn.microsoft.com/jim_glass/2011/10/04/introducing-the-dynamics-caf-proceed-at-your-own-risk/ In my readings this week I came across this blogger:

Matt Keenan is a 20+ year veteran of the Customer Relationship Management (CRM) market and has extensive experience in sales, implementation, and effective adoption of CRM solutions from small companies to large enterprises. He has had the opportunity to work with customers like Dow Chemical, Wal-Mart, ACNielsen, United States Department of Defense, Archer Daniels Midland, and United Airlines on their CRM initiatives. Visit his blog: The Truth About CRM.

The first post I read was so fresh and important I wanted to highlight it to my CRM friends.

D’oh! ~ Homer J. Simpson, Nuclear Safety Technician

A lot of my posts have focused on what you should do to be successful in your CRM adventure. Things like embedded change management, building Centers of Excellence, and developing a Brand are all positive actions that you can take. Today’s post is going to take a slightly different tack because I think that there are several things that you shouldn’t do that are just as important as the things that you should to. With that in mind, I respectfully present the start of the CRM Deadly Sins list.

Deadly Sin #1: Too Much Structure: CRM Systems, at least the good ones, allow you to quickly and easily build, test and deploy system driven and human driven workflows. The natural inclination is to use this capability set of grossly over-engineer your solution and build out processes for everything under the sun. Don’t. You users will quickly get frustrated with too much structure in the early days of the CRM implementation and quickly move away from your intended targets. There is a natural inflection point inside your business between effective process structure and insanity. You need to find that point.

Deadly Sin #2: Too Much Notification: A close corollary to the excessive use of workflow and structure is the excessive use of notifications, alerts and messages in your solution. Driving too much notification to the users reduces the true impact and value of this feature set and creates a sense of clutter or noise with your solution as the source. People will quickly tune out and the technically advanced ones will create a rule in their inbox that automatically routes the message to a “circular” file. My suggestion is that you keep your initial set of notifications to a bare minimum. Focus on key events like opportunities closing, high priority cases being opened, etc. Then expand with caution based upon user feedback.

Please read more here…

I am not only sharing this with you but will use this as a permanent bookmark to a great read/blogger. I have also subscribed to the blog.



]]> Microsoft Dynamics CRM Tech Resources https://docs.microsoft.com/archive/blogs/jim_glass/microsoft-dynamics-crm-tech-resources Mon, 03 Oct 2011 09:48:20 GMT https://blogs.msdn.microsoft.com/jim_glass/2011/10/03/microsoft-dynamics-crm-tech-resources/ I like to update the list of Technical resources available to Microsoft Dynamics CRM users.

Find help in the Forum (free offering)

Post your question on the Microsoft Dynamics CRM Forum. Experts and peers can help you solve real-world problems.

Choose a support plan

Service offerings may vary by country. If you are located in the United States or Canada, learn more about available service plans. For customers outside the United States and Canada, please visit the Microsoft Dynamics Worldwide Contacts page. Or contact your local channel partner for more information about available service options.

Access customer support

If you are in the United States or Canada, and you have a Microsoft service plan, visit CustomerSource to access e-Support. Enter your user name and password. Or call 877-276-2464, and enter your authorization number.

If you are enrolled in Microsoft Services Premier Support or Microsoft Services Enterprise Support, call (800) 936-3500 in the United States or Canada. Or call the local support number for your country.

You can also choose to directly work with a channel partner who understands the unique service needs of their business

Find support for partners

If you are a Microsoft partner with a Microsoft Business Solutions competency, visit PartnerSource and enter your user name and password to submit an electronic support request. You can also call 877-276-2464, and enter your authorization number. Or, call the local support number for your country.

If you are enrolled in the Microsoft Partner Program, you may have Professional Support Incidents as a benefit. To see if you have incidents available that can be used for Microsoft Dynamics technical support, visit the Online Assisted Support Options page.



]]> Fav CRM Blog Posts this week https://docs.microsoft.com/archive/blogs/jim_glass/fav-crm-blog-posts-this-week Thu, 29 Sep 2011 09:28:00 GMT https://blogs.msdn.microsoft.com/jim_glass/2011/09/29/fav-crm-blog-posts-this-week/ Just thought I’d share some valuable and interesting posts I’ve read in the last few daze:

PowerObjects- Bringing Focus to Dynamics CRM: Mass Editing Dynamics CRM 2011 Records using Microsoft Excel

Business Situation I need to mass edit Dynamics CRM 2011 records and I need to make changes to more than 250 records at a time. How do I accomplish this without using the Edit button in Dynamics CRM 2011 which limits me to up to 250 records at a time...

Leon's CRM Musings: Why The Customer Is Not Always Right

One risk when doing a CRM project is giving the client EVERYTHING they ask for. This might be a strange thing to say. After all, isn’t the client always right? The answer is an emphatic “no!” The reason I say this is, often in CRM projects, the client...

Mitch Milam's Microsoft Discussions: CRM Migration Assistant 1.3 Released

Version 1.3 of our JavaScript conversion tool, CRM Migration Assistant has been released. More information is available here . Release Notes This month's release focused mainly on enhancements to the conversion process. Bug Fixes Corrected an issue...

Marcello Tonarelli's Microsoft Dynamics CRM Blog: Microsoft Lync videos/podcasts/PPTs from teched Berlin 2010

Check out the Lync videos from Microsoft teched Europe 2010. Also available as podcasts and PPT slides. Enjoy! Microsoft Lync 2010 technology explained Advanced SIP-Based solutions built on the Microsoft Unified Communications … The new Microsoft Lync...

Jamie Miley - Life and Technology: Search for KB Articles with Matching Keywords in Microsoft Dynamics CRM 2011 Using .NET or Jscript

This illustration shows how to search for matching text in the body of a Knowledge Base (KB) article in Microsoft Dynamics CRM 2011 with SearchByKeyworksKbArticleRequest. This example will be given in Jscript (SOAP) and in C# (.NET). Ok, here is what...

CRM Software Blog: What’s Your Sign? How to Find a CRM Solution and Provider That are Compatible With You.

When I pull up the internet, my homepage has a link to my daily horoscope. I look to the left and then the right to be sure my dogs aren’t watching me and quickly click to what it says. After all, today just might be my lucky day and I don’t even know...

Microsoft Dynamics CRM Team blog: Displaying a Contact’s Facebook Picture in Microsoft Dynamics CRM 2011

Photos remind you of your customers better than their names. Wouldn’t it be great to see the photos of your customer when you open the contact form? This blog will show you how to display profile picture using Microsoft Dynamics CRM 2011 (online and on...



]]> HOT: Windows Phone “Mango” Update https://docs.microsoft.com/archive/blogs/jim_glass/hot-windows-phone-mango-update Tue, 27 Sep 2011 12:25:36 GMT https://blogs.msdn.microsoft.com/jim_glass/2011/09/27/hot-windows-phone-mango-update/ imageThe Windows Phone “Mango” update process began this morning as the Windows Phone 7.5 becomes available to users around the world. Most customers will have an opportunity to update their phones within the next four weeks.

To get the latest visit the Windows Phone Blog which includes a “Where’s my Phone Update” section with info for US and International users. Being on the Verizon plan, I will be very curious to see how long it take me versus those on other carriers to get the latest and greatest.

Oh, and in case you are wondering why I am acting like a kid in a candy store, here are some of the new features that Mango will provide.



]]> Convergence 2012 ~ A World of Opportunity https://docs.microsoft.com/archive/blogs/jim_glass/convergence-2012-a-world-of-opportunity Tue, 27 Sep 2011 07:53:33 GMT https://blogs.msdn.microsoft.com/jim_glass/2011/09/27/convergence-2012-a-world-of-opportunity/ The buzz is starting: We’re excited to announce that Convergence is moving to Houston in 2012! Bookmark this site and return often to see new information on the next premier gathering of the Microsoft Dynamics community, set for March 18 – 21 at the George R Brown Convention Center in Houston, Texas. And be sure to sign up for Email Alerts, so that you can be one of the first to know when registration opens for our next event.

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]]> Earning College Credit with a Microsoft Certification https://docs.microsoft.com/archive/blogs/jim_glass/earning-college-credit-with-a-microsoft-certification Mon, 26 Sep 2011 09:23:50 GMT https://blogs.msdn.microsoft.com/jim_glass/2011/09/26/earning-college-credit-with-a-microsoft-certification/ imageTony reminds us that both students and Microsoft Certified Professionals (MCPs) are eligible to earn college credit with a Microsoft Certification. In short, approved certifications can be applied for up to six semester hours of college credit in either a bachelor degree or associate degree in computer applications, information technology, or computer information systems. In order for you to qualify for the credit(s), you must have passed a select Microsoft Certification within the last three years.

The American Council on Education (ACE) is the governing body that has made this possible. ACE maintains a network of more than 1,500 cooperating, accredited colleges and universities. This list consists of all accredited colleges and universities that have agreed to consider ACE college-credit.

Frequently asked questions are obtainable here:

Q. Will my school recognize the ACE credit recommendation?

Q. Is an ACE transcript different from an MCP digital transcript?

Q. Where can I find more information about the ACE College Credit Recommendation Service?

Q. Is my Microsoft Certified Application Specialist (MCAS) certification eligible for college credit?

Q. Are my MCSE and MCSA certifications eligible for college credit?



]]> CH2M Hill Increases Support Quality, Reduces Expenses by Using Global Help-Desk Solution https://docs.microsoft.com/archive/blogs/jim_glass/ch2m-hill-increases-support-quality-reduces-expenses-by-using-global-help-desk-solution Thu, 22 Sep 2011 09:16:04 GMT https://blogs.msdn.microsoft.com/jim_glass/2011/09/22/ch2m-hill-increases-support-quality-reduces-expenses-by-using-global-help-desk-solution/ “The new help-desk solution based on Microsoft Dynamics CRM will let us resolve 75 percent of all support inquiries in self-service style and the remainder over the phone, which is the exact opposite of what service management used to look like.” ~ Diane Sharrock, IT Director, CH2M Hill

imageCH2M Hill, a global provider of infrastructures, facilities, and related services, provided employees with technical support by using a help-desk tool that had become unstable and would soon lose vendor support. After reviewing competing solutions, the company decided to implement Microsoft Dynamics CRM together with help-desk capabilities developed by Microsoft partner xRM.com and Microsoft Services.

Today, 23,000 employees around the globe can rely on a help-desk resource with extensive self-service capabilities and a vast, discoverable knowledge base. CH2M Hill can now resolve the majority of support requests through self-service tools instead of over the phone. Intelligent routing directs requests to the right member of the global help-desk team. With new efficiencies, the number of support analysts has remained the same although CH2M Hill has brought on thousands of new employees.

Read the case study…



]]> Bookcase: Silverlight and XRM https://docs.microsoft.com/archive/blogs/jim_glass/bookcase-silverlight-and-xrm Tue, 20 Sep 2011 07:38:08 GMT https://blogs.msdn.microsoft.com/jim_glass/2011/09/20/bookcase-silverlight-and-xrm/ image

Microsoft Regional Director & MVP David Yack has a new book out called Silverlight + XRM. It covers Microsoft Dynamics CRM 2011 as an application framework for building business applications. In it he teaches the reader how to use Microsoft Silverlight to extend and customize the CRM experience. Microsoft Silverlight is a free web-browser plug-in that enables interactive media experiences, rich business applications and immersive mobile apps.

I don’t know about you, but I like to review the table of contents before I buy a book. Here is the table of contents:

Chapter 1 – Using Silverlight with CRM 2011: Silverlight support is now built-in with Microsoft Dynamics CRM 2011 and can be used to build rich user experiences. In this chapter we are going to look at the different ways Silverlight can be used with in Microsoft Dynamics CRM 2011.

 
Chapter 2 – Getting Started: Once you’ve decided on Silverlight, the first order of business is getting your development environment ready. We cover the tools that you will find useful along with walking you through some of the Silverlight application basics. By the end of this chapter you will have created your first Silverlight application and uploaded it to CRM as a web resource.
 
Chapter 3 – XAML 101 and Basic Layout: Extensible Application Markup Language (XAML) is a XML based declarative language. Silverlight uses XAML as a way to define its user interface elements. We will explore the basics of how XAML is used in Silverlight. The core to any use of XAML are the layout controls that help structure the visual appearance of the application and act as containers for the child controls. We will then explore the basic layout techniques and further build on the understanding of how XAML is used to define the user interface of a Silverlight application.
 
Chapter 4 – Silverlight Controls: This chapter will explore the common controls from both the SDK and the Silverlight Toolkit and show basic examples of using the controls. Focus in this chapter is on getting you familiar with the commonly used controls.
 
Chapter 5 –Data Binding Basics: Silverlight offers a rich capability to declaratively bind data to controls. Working with data is the cornerstone of most business applications. This chapter builds on the prior examples starting with explaining how to enable classes to be data binding ready. DataContext, Value Converters and using DataTemplates will also be covered.
 
Chapter 6 – Application Navigation: The Navigation framework provided by Silverlight allows applications to appear to have multiple pages. In this chapter we will talk about the basic features of navigation including how to route multiple requests to the same view. Application navigation can also provide to store multiple CRM user interface elements in a single Web Resource.
 
Chapter 7 – Out of Browser Support: Silverlight applications starting with Silverlight 3 can now run out of the browser (OOB). When executing in this mode they run as standalone applications and update automatically when the server version changes. In this chapter we are going to explore all the OOB features including the new elevated trust features of Silverlight 4.
 
Chapter 8 – Application Composition with MEF: Managed Extensibility Framework (MEF) is a new feature of Silverlight 4 allowing applications to be composed of parts. MEF allows applications to be more loosely coupled and handle dynamically adding/configuring components at runtime.
 
Chapter 9 – Other Silverlight Business Application Features: Silverlight has a number of other features that become important once you understand the fundamentals. In this chapter we will cover some of the miscellaneous features that didn't fit in other chapters but are still important to understand.
 
Chapter 10 – Enhancing the User Experience: User experience is about more than just changing the color of a button to not be grey. We set the stage for thinking beyond just basic style and how factoring in other aspects of the user experience is important. We will also dive into Silverlight style basics including resources, control templates and visual state manager. Finally, Blend can be the developer’s friend for certain tasks. This chapter wraps up with a walk through of some basic Blend capabilities that developers will find useful.
 
Chapter 11 – Discovering SketchFlow: SketchFlow is a feature of Microsoft Expression Blend that is focused on the early stages of application creation. SketchFlow helps bring ideas to life through sketches built in a working Silverlight player that users can kick the tires on and provide feedback.
 
Chapter 12 –Interacting with CRM Form: Silverlight content can interact with the CRM Form data and behaviors using the HTML Page Bridge. In this chapter we are going to look at how we can build Silverlight content that takes advantage of the data and behaviors of the parent hosting page.
 
Chapter 13 –OData Basics: Open Data Protocol enables Silverlight controls to work with the data stored in CRM. In this chapter we are going to gain a basic understanding of the protocol and how to use it with Silverlight applications. Using OData, Silverlight applications can integrate both CRM data and external data sources.
 
Chapter 14 –OData Beyond the Basics: Building on the basic understanding of OData to look at more complex queries and modification scenarios. Additionally, we will cover how you can leverage the CRM metadata from the Silverlight client.
 
Chapter 15 – Using the WCF Service: Using the WCF Service developers can work with data and services provided by CRM that are not accessible from the OData service. This chapter provides the steps required to start using the WCF Service and also introduce the helpers included as part of the book framework to make it easier to use.
 
Chapter 16 - Application Architectures: Here we will discuss how to establish architecture for building Silverlight applications. As part of this discussion we will explore some of the design patterns and concepts that will influence Silverlight applications. This will include discussions about presentation separation concepts like View Model (also commonly referred to as MVVM).
 
Chapter 17 –Silverlight Debugging: Now that you’re building applications it’s time to figure out how to effectively troubleshoot them and track down any problems. In this chapter we will cover basics of Visual Studio debugging for Silverlight as well as some of the tools that can be helpful in tracking down problems with Silverlight applications.


]]> Customizing CRM for your Company https://docs.microsoft.com/archive/blogs/jim_glass/customizing-crm-for-your-company Mon, 19 Sep 2011 08:02:52 GMT https://blogs.msdn.microsoft.com/jim_glass/2011/09/19/customizing-crm-for-your-company/ So many people want a customized experience with their CRM implementation. They want the product they choose to work the way they do. And this makes a lot of sense on a number of levels. So when I saw this video, I had to share it with you. Customizing the Microsoft Dynamics CRM product is not hard. Here is a walkthrough that you might find very interesting:

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You might notice this is from the Microsoft Dynamics CRM Online Resource Center. Available from within CRM or via your browser, the Resource Center has a lot of answers for the CRM user.



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