Microsoft Dynamics CRM Integration

1. Microsoft Dynamics CRM Integration

2. Audience and Requirements Audience: This deck is intended for IT system administrators who are interested in facilitating collaboration and communication for usersby integrating Yammer with Microsoft Dynamics. Requirements: Integrating Yammer requires system administrator privileges on Microsoft Dynamics CRM 2013 Online* as well as a Yammer Enterprise subscription. You will also need verified system administrator privileges for your organization’s Yammer account, as well as the prvWriteOrganization and prvConfigureYammer privileges. *Note: Currently, Yammer integration only works with Microsoft Dynamics CRM 2013 Online. Integration for on-premises instances is planned for late 2013.

3. Topics and Learning Objectives This deck covers the following topics about Yammer’s Microsoft Dynamics integration technologies: • The benefits and features of Yammer integration into Microsoft Dynamics. • The process of integrating Yammer into Microsoft Dynamics. After reviewing this deck, you should be able to: • Describe the way Yammer integrates with Microsoft Dynamics and the benefits that has. • Articulate the Yammer Microsoft Dynamics integration process for customers. • Develop a strategy that utilizes the three most important attributes of Yammer Microsoft Dynamics: direct integration into work areas, real-time collaboration, and control over conversations and system posts. 

4. Yammer and Microsoft Dynamics Features and Benefits

5. What is Yammer? Yammer is an is an Enterprise Social Network that brings social networking to the business world. Yammer allows employees to: Follow the activity of colleagues. Receive updates on important business recordsand collaborate on documents. Stay in touch, no matter where they are or what platform they are on.

6. Why Integrate Microsoft Dynamics Integrating Yammer and Microsoft Dynamics CRM Online adds a conversation layer to the application that can help colleagues work together better. Direct integration into work areas: Yammer posts appear directly in the workspace where you work on sales or service cases. Real-time collaboration: colleagues can ask questions, post comments, and offer congratulations in real-time as forms for leads and cases are edited. Conversation threads can be posted to all of your colleagues or limited to colleagues in a specific group. Control the flow of information: administrators can control who may post and which types of records create posts automatically. Users can also control the amount of information they see using the follow and unfollow buttons associated with each record and user.

7. The Integration Process Installation, Setup, and Configuration

8. Caution! Yammer brings great features to Microsoft Dynamics CRM Online 2013. However, there are a few things you should know: Installing Yammer is permanent. You will not be able to replace it with Activity Feeds later. Sign up for a trial of Microsoft Dynamics CRM Online to preview the Yammer functionality if you’re unsure. You can’t use Yammer and Activity Feeds simultaneously. You can use only one or the other. If you’re using Activity Feeds, keep in mind that to refer to it later, you’ll need to search using Advanced Find, rather than seeing old data automatically appear in your Yammer conversations.  If you select a default Yammer group for users to post to from and then delete that group in Yammer, you’ll need to change the group association. The group must be deleted in both your organization and in Yammer. • User posts are stored in Yammer, not in Microsoft Dynamics CRM Online; however, system posts are stored in Microsoft Dynamics CRM Online. • Currently, Yammer integration only works with Microsoft Dynamics CRM 2013 Online. Integration for on-premises instances is planned for late 2013.

9. Integration Process Overview To integrate Yammer with Microsoft Dynamics CRM Online, follow these steps: Sign up for a Yammer Enterprise account Install Microsoft Dynamics CRM Online product updates Connect Microsoft Dynamics CRM to Yammer Configure Yammer’s entities and rules to customize auto-posts Only Applicable to Subscriptions Started Prior to January 2013

10. Install Product Updates Only Applicable to Subscriptions Started Prior to January 2013 Microsoft Dynamics CRM Online Product Updates need to be installed before Yammer integration. The following updates are available in the current release: Guided process forms for sales: this is a significant improvement to the user interface seen throughout leads, opportunities, contacts, and accounts. Guided process forms for customer care: a significant Cases user interface improvement. Yammer: Yammer adds the ability to collaborate in real time using social networking on your sales and service records. Streamlined navigation pane: the navigation pane on the left side of the application has been reorganized and shortened, to make things easier to find. iPad support: Microsoft Dynamics CRM Online users can install product updates and access their data using the iPad. Improved dashboards: dashboards now include an activity history, complete with a log of communications related to each user’s work. For information on Microsoft Dynamics CRM Online Product Updates, click here.

11. How to Get an Enterprise Account • Microsoft Volume Licensing Services confirms eligible purchases of Enterprise-edition Yammer with the customer’s online services administrators. • Your online services administrators opt-in to Yammer via a web activation form. • Yammer confirms eligibility and your selection of a verified administrator. • Yammer provisions your enterprise domains. • Your verified Yammer administrator receives the Welcome to the Yammer Community email and full Admin Console access.

12. Locate the Configuration Panel In the left navigation pane in Microsoft Dynamics CRM Online, choose Settings, and under System, choose Administration.   See Next Slide for Configuration Details 

13. Connect, Configure, and Customize • Connect your organization to the Yammer network that has been set up for you. • After your network and your organization are connected, you’ll see a confirmation message at the bottom of the screen. To change which record types can post automatically to Yammer, click Set/Edit message rules. • On the Post Rules Configuration list that appears, make sure that only the records you want enabled are marked Enable for Yammer.If the Post to Yammer Activity Stream rule (or posttoyammer attribute) is set to True in Post Rules Configuration, that activity will post to Yammer. Follow these directions to connect your organization to Yammer and customize it:  One Step Required 

14. Rules and Automatic Posts The entities and rules listed under on this page are available in Yammer. Entities, rule types, and auto-posts you want to see should be enabled before you save. Inactive entities can be enabled, but will not post until they are activated and have different auto-posts enabled.

15. What Yammer Integration Looks Like Comments, Mentions, Hashtags Reply, Like

16. What Yammer Integration Looks Like Follow in Yammer Documents

17. Learning Review and Additional Resources

18. Learning Review In this deck, we provided information covering: • The benefits and features of Yammer integration into Microsoft Dynamics. • The process of integrating Yammer into Microsoft Dynamics. With this information, you should be able to: • Describe the way Yammer integrates with Microsoft Dynamics and the benefits that has. • Articulate the Yammer Microsoft Dynamics integration process for customers. • Develop a strategy that utilizes the three most important attributes of Yammer Microsoft Dynamics: direct integration into work areas, real-time collaboration, and control over conversations and system posts. 

19. Additional Resources The following resources on Dynamics.comcan provide you with additional information about integrating Yammer and Microsoft Dynamics CRM: • Introduction to Yammer • Installing Yammer • Installing product updates • Use Yammer to collaborate • Posting, following, and unfollowing in Yammer • Demo video of Yammer and Microsoft Dynamics CRM Online • Frequently Asked Questions about Yammer