Microsoft Dynamics CRMResource Guide 20151

Herefor you.Whether you have a quick question, or a sticky problem tosolve, Microsoft has the solutions you seek. We offer a full rangeof self-help and assisted support resources designed to provideanswers – fast!In addition, our online and face-to-face community resourcesconnect you with tens of thousands of Microsoft DynamicsCRM customers and partners who are eager to swap stories,share ideas and help solve challenges. These communities are afun and inspiring way to get to know other Microsoft DynamicsCRM users.Together, these self-service, assisted and community-basedresources can shorten learning curves, promote user adoptionand help maximize your investment. We encourage you toexplore the many options outlined in this resource guide, thenhold onto it as a handy reference.Self-ServiceSupportResourcespage 21AssistedSupportResourcespage 7CommunityBasedResourcespage 12

Self-ServiceSupportResourcesHelp & Trainingpage 3CustomerService QuickReference CardCRM eBookspage 6page 4CRM Videospage 6Implementation Customization& Administration & Developmentpage 62page 6

Help & TrainingMicrosoft’s selfservice resourcesare available24x7 for timeswhen you needjust a little extrahelp or guidance.Enjoy 24/7 all-access pass to the CRM Help & Training site, a central location for all theeBooks, videos and Help topics you need to make the most of your investment. Go Microsoft Dynamics Help & Training is your place to:3 Get ready for the next release See what’s new with Microsoft Dynamics CRM Find great “getting started” content & videos to learn about CRM features Ready-for-you-to-customize training materials and templates Access key contact information for when you need help via the CRM Help Center

Customer ServiceQuick Reference CardCreate, edit and resolve service cases. Get the quickref card.1. Choose RESOLVE CASEWe have includedthis quickreference cardto assist yourcustomer carerepresentativesin gettingstarted with casemanagement.elsee to assign.1. Choose Assign.per Size: Letter (8.5x11”); Orientation: Landscape; 2-4Microsoft Dynamics CRM Quick Reference for aCustomer Care RepresentativeCreate a new caseA customer care representative can easily create and manage casesusing Microsoft Dynamics CRM.1.Go to Service Cases. (How do I get there?)2.Choose New Case. For a phone support case, choose PhoneSupport.3.On the form, enter the case information.

Resolve a case1. Choose RESOLVE CASEMicCusCreA cususing2. Fill in the requiredinformation3. Choose ResolveAssign a case to someone else Find and open the case you’d like to assign.1. Choose Assign.2. Select whoyou want toassign thecase to3. Choose AssignPRINT SETTINGS For best results, set printer options to: Paper Size: Letter (8.5x11”); Orientation: Landscape; 2sided printing options: Two-sided, flip on short side. 2015 Microsoft. All rights reserved.51.G2.CS3.O

eBooksCheck out these short, user friendly, visual guides to key areas, including CRM basics,what’s changed in CRM 2015, business processes, and more. Go to CRM eBooksCRM VideosIn two minutes or less, watch short videos to get started with service, mobile, andonline license management, and to learn about the new navigation in Dynamics CRM2015. Find more videos on the Microsoft Dynamics CRM channel on YouTube.Implementation & AdministrationCRM Online Onboarding Success – Step by step guidance for customers to onboardtheir organization and users on CRM Online and includes new Tools such as a Licensingcalculator to help determine the right requirement of CRM licenses, instances, andstorage and a Deployment planning guide to enable proactive planning.Deploying and Administering CRM Online and CRM 2015 (on-premises) – Getdetailed info to install, configure, customize, and maintain Dynamics CRM 2015. For ITpros and CRM admins.CRM Training and Adoption Kit – Download editable eBooks that you can customizeany way you like. Feel free to leverage some of our Dynamics CRM 2015 content foryour training and readiness needs.Get Ready for the next release – New features are continually becoming available! If youadminister, configure, or install Microsoft Dynamics products and services, watch thispage for information about ongoing releases and how to prepare your organization.After you update to CRM 2015 – next steps web page – Quickly access links to infoabout important steps to take to get the most out of the new features and tools.CRM Setup & Administration – Go to for help to deployand administer Microsoft Dynamics CRM.Customization & DevelopmentDeveloper Center – Go to to get the info you need todevelop, design, and distribute solutions for Microsoft Dynamics CRM.CRM 2015 Microsoft Dynamics CRM SDK – View the Software Development Kit (SDK)online, or download all the SDK docs in the MSDN library, plus hundreds of code samplesin C# and Visual Basic .NET, tools to register plug-ins, and a design guide for solutions.CRM 2015 Logical Entity Diagrams- Check out these Visio diagrams that showDynamics CRM 2015 entity relationships.6

AssistedSupportResourcesFor questions and issues where you need extra assistance, theMicrosoft Dynamics CRM customer support team is available to help you.Our Commitment to You1. Serving our customers is our #1 priority2. We take pride in being responsive and friendly to work withPlease remember, when contacting technical support, the moreinformation you can provide, the faster we can help resolve your issue.Having the right support plan iscrucial to your success and ourability to support you. Pleaseensure you discuss with yourCustomer Success Managerthe best support plan for yoursolution and organization.Tiered support plans are available for every business type.SUBSCRIPTIONFor basic supportENHANCEDFor fast responsePROFESSIONAL DIRECTPriority handling and skill buildingPREMIERFor Complex/Business Critical ApplicationsGet responses to technical supportcalls within one business dayInitial response time of less thantwo hours for your most criticalissuesInitial response time of less thantwo hours for your most criticalissuesInitial response time of less than twohours for your most critical issuesMaximize uptime with unlimitedbreak/fix supportEliminate on-hold time withpriority routingReceive 24x7 support for your mostcritical issuesReceive 24x7 support for your mostcritical issuesFind help quickly from an onlinecommunity of experts and peersMaximize uptime with unlimitedbreak/fix supportReceive expert advice, escalationassistance and much more fromservice delivery managersReceive expert advice, escalationassistance and much more from servicedelivery managersStart with Getting Startedcatalogue, self-help guidesFind help quickly from an onlinecommunity of experts and peersEliminate on-hold time with priorityroutingEliminate on-hold time with priorityroutingAccess self-directed support onour customer portalsSelf-learning resources available 24hours and for Dynamics CRMOnline a full ELearning catalog*Maximize uptime with unlimitedbreak/fix supportMaximize uptime with unlimited break/fixsupportAccess self-directed support onour customer portalsFind help quickly from an onlinecommunity of experts and peersFind help quickly from an onlinecommunity of experts and peersAccess self-directed support on ourcustomer portals, plus ELearningand customizable training material*Access self-directed support on ourcustomer portals, plus ELearning andcustomizable training material*Dedicate, customized and proactivesupport w/ dedicated account manager,proactive services, mentoring and on-siteservices17

Contact a technical supportspecialist for CRM OnlineAssisted carewhenever youneed it. You must be an Office 365 administrator to contact technical support. If youaren’t an administrator, contact your local administrator If you are an administrator and would like to contact a Microsoft technical supportspecialist for help, you have a few options:Online (recommended - see the process below) – – 1-800-865-9408 (North America) or other countries/regions Before submitting a support case make sure to check the Service Health Dashboardfor known issues. You may also try our self-help /troubleshootingNote: Your screen view experience may vary8

Select Support Service Requests9

Click the plus button10

Select More Service RequestsSelect Dynamics CRM Online11

Complete form12




Best Practices for Workingwith Microsoft Support Whenever you contact Technical Support, the more information you provideupfront, the faster we can help resolve your issue. Provide details such as:– Is the issue affecting all users?– If not, how many users are being affected?– Which roles are being affected? Our Commitment to You:– Serving you, our customer is our #1 priority– We take pride in being friendly, responsive and easy to work with16

CommunityBasedResources17MicrosoftDynamics CRMCommunityDynamics CRMUser Group(CRMUG)CRM OnlineService TeamBlogpage 13page 14page 14CRM SupportTeam BlogSocial MediaSitespage 15page 15

Microsoft DynamicsCRM CommunitySwap tips and shareideas, face-to-faceor online, with otherusers and MicrosoftDynamics professionals in our manycommunities.Go to Dynamics CRM Community is your place to:18 Learn from the experts, and share your expertise! Exchange ideas with other users Hear the latest news from Microsoft Read blogs from Microsoft and our CRM Partners, including the Dynamics CRMSupport Team Watch great videos all about CRM!

CRMUGThe more you know about Microsoft Dynamics CRM, the more it can help you growyour business. The Dynamics CRM User Group (CRMUG) will help you becomemore proficient with Microsoft Dynamics CRM by giving you opportunities toconnect, learn and share experiences with others who use the product the same wayyou do. The CRM User Group (CRMUG) is an independent, user-driven organizationdesigned to help Dynamics CRM users connect with each other and share knowledge, experience and training. You can engage with the CRMUG in a variety of ways,including live and virtual events, online communities, discussion forums, regionalnetworking opportunities and numerous training courses. Go to Online BlogsCRM Online Service Team Blog:Go to ice/default.aspxThe Service Team Blog will provide you:19 Updates when unplanned service interruptions occur (what happened, stepsthat fixed the issue, plan to prevent from happening in the future ) Insight from Microsoft employees working on the day-to-day operations andmaintenance of the service worldwide

CRM Support Team Blog:Go to s-crm-support-blog.aspxThe Support Team Blog will provide you: Insight from the best CRM Support Engineers in the world Updates on current support issues Key “tips-n-tricks” Support uses to resolve common issuesSocial Media Sites20

CRM 2015 Microsoft Dynamics CRM SDK – View the Software Development Kit (SDK) online, or download all the SDK docs in the MSDN library, plus hundreds of code samples in C# and Visual Basic .NET, tool