Sonoma Partners Microsoft CRM and Salesforce.com Blog

Branding Your CRM for Successful User Adoption

Today's blog post was written by Ariel Upton, Marketing Manager at Sonoma Partners.

Don’t underestimate the power of personalization.

There’s a reason your mom wrote your name on your shirt tag at camp, why monograms have such staying power, and why pet owners choose to stitch Fido’s name directly on to their leash. Take a look at your mobile device – nearly every component, from wallpaper and lock screen display to icon orientation and brightness, is customized to your personal preference.

Regardless of the use or intention, there is a unique value to personalized possessions, and your CRM system (and subsequent user adoption) could greatly benefit from some personal branding.

In this post I will highlight some explanations for why personal branding is essential to promoting user adoption in addition to outlining some tactical approaches you can use within your organization.

People carry their good (and bad) brand experiences with them.

It’s more than likely that your team has encountered some sort of customer relationship management software during their career. Whether that experience was positive or negative will greatly impact the success of your current or future deployment.

If their previous experience was good, they may expect to similarly model your CRM environment and pushback on any decision you make to go in a different direction. If their previous experience was bad, they may refuse to use the same system (even though it’s a new deployment) and sour the opinion of fellow coworkers.

And for this very reason, we highly recommend that you brand your CRM in a unique way to replace your team’s prior experiences with a particular platform.

Choosing and implementing a successful CRM program has nothing to do with the technology.

It doesn’t matter which software your company selects, the success of your CRM program relies completely on how well it’s implemented and how well it’s adopted. Knowing this, you should be whole heartedly focused on creating a system that’s personalized to fit the needs of your company, your employees, and your customers. Spend less time communicating the feature/function comparison between platforms and more time crafting an internal plan and message for how you’re going to personally brand the tool for your company’s specific use cases. The more you can make it yours, the better off you are for promoting high levels of user adoption. 

Okay all of this is great, but give me the good stuff. How do you actually brand your CRM for success? Here are a couple of tactics we use internally and have borrowed from our customers:

1. Give it a name.

At Sonoma Partners we refer to CRM as Grapevine or GV for short. The name is personal to our business (you know we’re crazy about the wine theme) and gives the tool a unique name that can’t be confused with any other system.

Here’s another example. One of our customers named their Salesforce deployment, Mark. Yup that’s right. Mark. No one on their team refers to CRM or Salesforce; they only refer to Mark. They even have beautifully designed Mark-branded pullover sweatshirts. This commitment to personalization not only makes the tool feel like something that is uniquely theirs, but it also creates internal buzz and greater organizational awareness of their CRM efforts.

Bonus: Giving your system a unique name is an easy (and free) method for personalizing your CRM.

2. Employ UX.

Pro Tip: Devote some of your CRM project hours to a User Experience Architect. A dedicated UX resource has the ability to understand your team’s motivations and is extremely receptive to what your users actually need vs. what the business thinks they need. Furthermore, UX resources are excellent at determining what data needs to be surfaced in CRM and creating a personalized look and feel for your system and your system alone.

3. Make it yours with mobile.

If you’re still on the fence about investing in a mobile CRM solution for your workforce, jump off right now. Providing your team with a tool that is built for them and that they want to use? That’s a grand slam for successful user adoption. Mobility boosts your credibility in the eyes of your customers, especially when the app you’re working in is personalized to your business.

We’re here to help you personalize your CRM for successful user adoption. Contact us to learn more.

Topics: CRM Best Practices

Microsoft Flow, PowerApps, Common Data Model, as they relate to Dynamics CRM

Today's blog post was written by Brendan Landers, VP of Consulting at Sonoma Partners.

Microsoft has released a number of new tools recently that are very interesting but have left a number of us asking, “What does that mean for CRM?" While I’d imagine a more official roadmap will be forthcoming, we wanted to convey our thoughts on these tools and how they may impact your CRM program or project.

These tools are all part of the Office 365 suite and were recently made available prior to the launch of Dynamics 365.

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Let’s start with Microsoft Flow. Microsoft Flow is a SaaS offering for automating workflows across applications that business users rely on. It has some similar functionality to the Dynamics CRM workflow module, but it allows you to reach across to and from other applications. So, for example, perhaps we want to create a record in a SharePoint list when a CRM record is created. In the past, that would require either a third party tool configured by a technical resource or custom development. With Flow, it’s point and click. 

Next we will touch on Microsoft PowerApps. PowerApps is a service that allows individuals to build simple custom applications without writing code. These Apps can be published instantly and be used on the web or from a mobile device. While Dynamics CRM has a robust custom mobile solution, PowerApps can be used for use case specific apps. My colleague, Jim Steger, recently published a post on this topic which can be found here. Also, a fun side note, we use PowerApps to manage our internal blog schedule.

Finally, let’s cover Microsoft’s Common Data Model (CDM). CDM is an Azure-based business application data model and storage mechanism available through PowerApps. CDM comes pre-provisioned with a large set of standard entities used in business applications. Users can use the standard entities but also extend the data model with custom entities, once again without writing code. The idea is allowing non-developers the ability to create a data model to support their needs. The goal of the CDM is to have a single data model that can source data from multiple systems, relate the data, and allow users to view a picture across many applications. The use cases from CRM are endless, but here are a couple examples of use cases we feel are interesting:

  • Customer X has multiple CRM systems but wants a single view of Pipeline across the organization. The customer could use Microsoft Flow to push records from all CRM systems (SFDC and Microsoft) into the CDM and leverage Power BI to report directly from the CDM.
  • Customer Y has a requirement that the Global Sales Lead receive an SMS when an opportunity is created above $1MM. To accomplish this, create a Microsoft Flow that listens to CRM opportunities and, if they meet the criteria, pushes an SMS to the Global Sales Lead via Twilio.

All of this said, these products are all very new and therefore we’d recommend you temper your expectations accordingly. That said, the release cadence is aggressive (similar to Power BI) and as such, we think you should definitely keep your eye on these applications.

Topics: Microsoft Dynamics CRM

Salesforce Made Smarter with Einstein

Today's blog post was written by Troy Oliveira, Principal Developer at Sonoma Partners.

Unless you have been living under a rock, you know that the big announcement out of Dreamforce this year was Salesforce Einstein, Salesforce’s Artificial Intelligence (AI) engine. But you probably have also spent some time wondering what the announcement means for your business and your day-to-day interaction with the platform. 

A common sentiment we hear is, “Einstein sounds great, but what does it really mean for me?” The answer to that it is as complex as AI itself. In short, I try to tell folks that this is an investment in the platform, and as with any investment, it is likely going to take some time for everyone to see the benefits. Some will see immediate benefits, while others will be waiting for awhile as Einstein becomes more widespread.

One thing is for certain: AI is the future, and Salesforce is committed to bringing AI into your business processes.

Making Salesforce the World’s Smartest CRM

The world is creating and storing new information at an astounding rate, and the amount of data that we are creating keeps rising on a day-by-day, hour-by-hour basis. For most of us, the question isn’t about not having enough information to make decisions, it is the exact opposite. We are flooded with too much information and cannot tell what is important and what is just white noise. That is where Einstein comes in.

Salesforce loves to use the following equation to describe how Einstein works and what it means to you.

Customer Data + AI + Salesforce Platform = World’s Smartest CRM.

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Through a combination of predictive analytics, machine learning, and natural language processing, Salesforce is able to comb through the data already in your Salesforce ecosphere and give you a better glimpse into what that data means as well as make suggestions and predictions on how you can act upon it.

As a salesperson, imagine the possibilities if you could focus your efforts on pursuing the best leads - not by guessing, but by using AI lead scoring to tell you based on what has actually happened in the past who the best leads are for your business.  Or a Marketer who can now segment their audiences by predictive open rating and send emails to every recipient at the exact right time.  Or a Customer Service Representative who is automatically prompted by case resolution steps and recommended responses?  This is the power of AI in CRM and that is what Einstein brings to Salesforce.

What does that mean for me, right here, right now?

This all sounds great, but what does it really mean for you today?

First, if your company or organization is using Salesforce Classic, you’ll want to consider moving towards Salesforce Lightning Experience. As with a lot of the new, shiny features that Salesforce has been releasing and will continue to release, the biggest benefit from Einstein is going to be found by those who are using Lightning Experience.

Second, since Einstein is machine learning and predictive analysis of YOUR data, the more data you have in Salesforce, the more accurate the predictions will be, and they will improve as you get more data into the system. That’s why it is called machine learning. The benefit to this is that your organization has predictions that are specific to you, not some generic model developed in a basement somewhere. The downside is that if you have bad data, you’re going to get bad predictions.

Lastly, keep an eye out for the future. At Dreamforce, only 17 Einstein features were announced, but we expect that number to grow tremendously over time. Meaning, if there isn’t something that you are interested in today, that doesn’t mean that Einstein isn’t right for you. Start taking the steps above to improve your data and work toward moving in the Lightning Experience direction because you never know what is coming in new releases.

How can I be a better consumer?

Keep an eye out for more information. I’ve linked to a number of blog posts that go deeper into how Einstein works and what it means for the different Salesforce clouds. Obviously this post isn’t meant to be the definitive source of information on Einstein, but we hope it can serve as a stepping-off point.

If you have any questions about Salesforce Einstein, Lightning Experience, or need help implementing your solution with Salesforce, please contact us.

Topics: Salesforce.com

Fiddler is Your Data Migration Companion

Today's blog post was written by Keith Mescha, Principal Architect at Sonoma Partners.

Here at Sonoma, we are a big fan of KingswaySoft’s tools for data migration to Dynamics 365 and Salesforce. We use SQL Server Data Tools and SSIS all the time for data migrations and integrations to CRM for our clients. The tool set they provide is an add-on that allows us to quickly read and write data from the cloud. In one recent migration project, we ran into an odd issue that took a bit to figure out. Here's what happened...

Within the KingswaySoft CRM Online adapter, there is built-in functionality to do lookups for related fields based on text provided. This will allow you to provide the text value, and it will retrieve the GUID for you to populate in the target entity. In this case we were using this functionality for loading Opportunity Products and using text lookup for the Unit of Measure attribute. This attribute is required on this entity, but we are not really using Units of Measure so we just needed to retrieve the default ‘Primary Unit’ GUID.

Destination Editor

So we wired this all up and started to push our data however nothing was happing. The process just appeared to hang, and we did not see any data show in CRM. No obvious errors were being returned by the KingswaySoft CRM adapter to tell us anything was wrong like we typically see. We started looking at plugins and workflows on the target org. We played around with various batch sizes, but still nothing was happening.

After some head scratching we decided to fire up Fiddler to see what we could find in the messages being sent between our process and CRM Online. We quickly noticed that we were getting 500 errors for every call to CRM. In digging into the messages, we were getting an error that ‘UoM entity does not contain attribute with Name = ‘statecode.’ This didn’t make any sense at first, but then we remembered there is an option in the Text Lookup function to Exclude Inactive and realized very quickly this must be our issue. So we unchecked this box, and our process started working and records migrated into CRM.

Error Code

This seems like a defect in the product, and we will report a bug to KingswaySoft but figured if anyone else ran into similar issues this might be of some assistance.

The key takeaway here is that for data migrations with CRM Online, Fiddler is your friend for pulling the curtain back to see what’s really going on with some of the calls that the data migration tool set might be gobbling up and not exposing. Oh and don’t check this box if using Text Lookup on the UOM entity as there is not a statuscode field on that entity in CRM apparently.

Text Lookup Editor

Topics: Microsoft Dynamics CRM

Extending the Dynamics 365 Editable Grid

Recently we blogged about the functionality of the new editable grid in the Dynamics 365 release.  One thing we pointed out in the post is that the editable grid doesn’t respect read-only fields on the form.  For example, if I have the Email field on the Contact form set to read-only and I use an editable grid for a Contact view that contains the Email field, it will allow the Email field to be editable.

One way to make the field read-only in the editable grid as well, is to write custom JavaScript.  In order to do so, we need to utilize the OnRecordSelect event of the editable grid.  First, create a JavaScript web resource with a function called onrowselect.  For the scenario of disabling the Email field on the Contacts sub-grid, the code will look like this:

function onrowselect(executionContext){
    var entityObject = executionContext.getFormContext().data.entity;
    entityObject.attributes.forEach(function (attribute, i) {
        if (attribute.getName() == "emailaddress1") {
            var emailControl = attribute.controls.get(0);
            emailControl.setDisabled(true);
            break;
        }
    }); 
}

The code uses the execution context to get a reference to the entity and then loops through each attribute to find the email attribute and then disables the control.

Now that we have the JavaScript web resource with the necessary function, we need to hook the function up to the editable grid.  Navigate to the form customizations where the editable grid is located.  Open the properties for the grid and there will be a new tab labeled “Events”.  Select “Events” and in the “Event” dropdown, choose “OnRecordSelect”.  Add your new JavaScript web resource and set the Function to “onrowselect” and be sure to check the option to pass in the execution context.

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Click OK, save the form and publish customizations.  Now, navigate to your editable grid and when you select a row to edit it, the Email field should be disabled.

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This is quick and easy to implement but the caveat here is that you need to apply this JavaScript to every editable grid for the desired entity, if it has a field that should be read-only.

Topics: Microsoft Dynamics 365 Microsoft Dynamics CRM

You Gotta Know the Territory: Part 3

Today's blog post was written by Troy Oliveira, Principal Developer at Sonoma Partners.

So far, we've taken a look at Account Teams and Enterprise Territory Management in the previous posts in this series. The final post in this series is a short one, but don’t let the length of this post fool you; custom solutions are incredibly powerful options for solving complex territory management problems.

Custom Solutions

If neither Account Teams nor Enterprise Territory Management provides the solution that your company needs in order to handle your sales model, a custom solution might be your best option. We have successfully implemented several different options when it comes to creating an efficient custom solution for solving some very complex scenarios.

The biggest benefit of a custom solution is that most of the restrictions around the structure and automation of a model can be accounted for, typically through a combination of custom Apex code, Workflows, and Processes. Even better is that because all of the underlying information for Account Teams and Enterprise Territory Management can be queried in code, a fully automated hybrid solution could be created using one of the already existing territory modeling tools already mentioned. A great example of this can be found in this post by a colleague. It is also prudent to keep in mind that Enterprise Territory Management rules cannot be re-evaluated from code; any changes requiring the rules to be re-evaluated would require manually clicking “Run Assignment Rules” in the Salesforce UI.

While the custom solution option is a great way to tick off boxes in your organization’s requirements, keep in mind that you are still dealing with custom code. Since we fully recognize that territory models are fluid and change periodically, when we build a custom solution for our customers, Sonoma Partners takes great lengths to ensure that as much of the solution is configurable as possible. This helps reduce the need for someone to have to update and deploy code whenever changes occur to the territory model.

In Summary

If you’ve been following this series, you know what’s next. Pros and cons!

Pros: Cons:
  • Can handle more complex rules
  • Not native, needs to be tested with every upgrade
  • Automated processing
  • Requires understanding of coding
  • Can be combined with native functionality
  • Some functionality may be limited

Now that you’ve gotten a better idea of what territory management options are available to your organization, you can ensure that your salespeople know the territory.

If you have any questions about territory management or need help implementing your solution with Salesforce, please contact us.

Topics: Salesforce.com

Dynamics 365 Editable Grids

As with any release, the recent release of Dynamics 365 has introduced a bunch of new features.  Head over to the CRM Roadmap site, or the CRM What’s New site to see first hand the features that have recently gone live.  In this blog we’ll talk about one of those new features we’re really excited to see get added to the project:  Editable Grids.

Editable Grids

One of the most sought after features since I’ve been working on Dynamics CRM is editable grids.  The mantra of Dynamics CRM for the past 15 years has been read only lists/views, and a single record form to modify the data.  In most of our implementations, we’re asked to create an editable grid to allow users to more quickly modify data.  We even took our client specific editable grid solution, made it generic, and provided a free version of it for Dynamics CRM 2011/2013/2015/2016 for the community to download from our tools site.

However, Microsoft has released the ability to turn any grid in Dynamics CRM into an editable grid with their latest release of Dynamics 365 for Sales.  Upon this announcement, I believe I heard all of the developers at Sonoma Partners let out a loud cheer as working with editable grids is a pretty challenging task.

Note that this new editable grids functionality is available for sub grids (that appear on forms) as well as home grids (the grid that shows when you select an entity from the Site Map, or when you expand a sub grid on a form to be full sized).  And as you can see below, editable grids are supported on the web, phone and tablet clients.

What’s supported on the editable grids?  Is everything you’re used to with a read only grid and record form supported?  The quick answer is that yes, everything you can do with a read only grid you can do with an editable grid (plus more):

  • In line editing
  • Sorting
  • Grouping (see below)
  • Filtering
  • Pagination
  • Calculated and Rollup Fields
  • Run time resize/move columns (see below)
  • Auto Save / Manual Save (see below)
  • Toggle between read only and editable grid (see below)
  • Filtered lookups
  • Chart panel interaction
  • Command bar interaction
  • Business Rules (e.g., show error messages, set field value, set business required, set default value, lock or unlock)
  • JavaScript

Enabling Editable Grids – Home Grid

To enable the editable grid for a home grid, first go to customizations for the entity at Settings –> Customizations –> Customize the System –> Entities, and then click on the Controls tab for an entity you want to configure.  In my example below, I’m working on the Account entity.

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By default, the Web/Phone/Tablet will all be using the legacy read only grid.  However if you click on the Add Control link, you can select the Editable Grid control in the dialog that pops up, and click on Add.

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You’ll then have the option to enable the editable grid for the Web, Phone, and/or Tablet experiences by selecting the appropriate radio buttons.  For now, we’ll just enable it for the Web.

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Enabling Editable Grids – Sub Grid

For a Sub Grid, navigate to the form that the sub grid is on and find the sub grid you want to make editable.  Select the sub grid on the form, and click on the Change Properties button in the ribbon.  In the dialog that appears, select the controls tab, and click on the Add Control link.  As with the main grid, you can add the Editable Grid control, and then configure in the sub grid properties dialog which form factor the editable grid applies to (web, phone, and/or tablet).  We’ll choose just Web once again for the Contact sub grid on the Account form.

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Configuring the Editable Grid

Whether you enabled a Main Grid or Sub Grid to use the Editable Grid control, the configuration is the same.  Once you add the Editable Grid control, you’ll see an Events tab appear.  This allows you to configure JavaScript code that will trigger on certain events that occur in the grid.

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This is very similar to the Form Properties dialog where form JavaScript libraries are configured at the form level.  The events currently exposed by the API for editable grid JavaScript libraries are:

  • OnChange (when a particular field is changed)
  • OnRecordSelect (when the user selects a record)
  • OnSave (when a record is saved)

In addition to adding JavaScript to your editable grid, when you have the Editable Grid row selected in the Controls tab, you’ll see some configurable options at the bottom of the dialog.

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The Add Lookup link allows you to configure how a lookup will work in the grid.  You don’t have to add a configuration option for a lookup.  However, with this option, this allows you to configure filtered lookups for a specific view, just like you’re able to do on the form.  Therefore if you have filtered lookups on the form, it’s strongly recommend you configure your lookups on the editable grids via the Add Lookup link.

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The Nested Grid View and Nested Grid Parent ID are used to display a grid within a grid.  Note that this functionality is only available on and Tablet.  Clicking on the pencil icon next to these settings will allow you to select the entity to be shown in the nested grid, along with the parent lookup field on which the related records should be fetched.

The Group by Column setting allows users to select the Group By option on the top of the grid when actually working within an editable grid.  Group By is different than sorting on a column in that it will put records into an expandable control based on the field that you have grouped by.  Only the fields in the current view will be options in the Group By dropdown.  Groups can be expanded or collapsed.

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Using the Editable Grid

After you have your grid configured, your users can simply click into a field to be able to edit the value in the field without opening the record form.  You can also quickly change fields via the keyboard (tab) or mouse.

To save the updates you made to the record, you can simply click off to another record, or click on the Save icon in the top right corner of the grid.

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Users can also change the grid between the new editable version shown above, and the classic read only version via the Show As button in the toolbar.

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Also note that the columns in the grid can be reordered per user per view.  The column order, group by setting and sort order is persisted throughout the application until the user clears their browser cache.

Considerations

With the new editable grid functionality, there are a handful of tips and considerations to think about as you’re configuring your CRM deployment.

  • The Editable Grid doesn’t respect read-only fields on the form since that isn’t a legitimate way to control security.  To prevent users from editing these fields, you’ll need to either add field level security to the field, not put that field in the view, or write JavaScript (this will be covered in a future developer related blog post).
  • The Editable Grid version of a sub grid takes up more space than the read only grid (especially if you enable the Group By feature).  Allow for a larger sub grid to make sure your users see the same amount of data they used to.
  • Enabling editable grids on a home grid is a global setting meaning that wherever you see that entities home grid it’ll show as an editable grid (e.g., tiles clicked from anywhere on the Site Map, sub grids that are expanded to the full grid).
  • Enabling editing on a sub grid is a per sub grid basis meaning that every sub grid on every form and dashboard must have their editable setting enabled individually.  You could have the situation where the sub grid doesn’t have the editable grid enabled, but the home grid for that sub grid does have the editable grid enabled.  In this scenario, if the user clicks to expand the sub grid to the full grid, they’ll go from a read only grid to an editable grid.
  • Some fields are not editable in the editable grid:
    • Fields from related entities
    • StateCode
    • Customer fields (e.g., on an Opportunity or Case)
    • Composite fields
    • Party List fields (e.g., the To field on an Email)
    • Field Level Secure fields (if your field security profile prevents you from editing the field)
Topics: Microsoft Dynamics 365 Microsoft Dynamics CRM Microsoft Dynamics CRM Online

Redefining a 360-Degree View of Your Customer

Today's blog post was written by Kyle Dreyer, Principal Architect at Sonoma Partners.

The genesis of nearly all CRM implementations comes from the desire to see a 360° view of your customers.

This typically involves the desire to see Contacts, Opportunities, Cases, Orders, etc. for an individual customer in an intuitive user interface. This provides a sales organization and customer service organization (as well as other business groups) insight into all activities around a customer. It is not difficult to realize the value that this brings.

The question now becomes – how do we take that to the next level? We are consistently hearing from our clients that they expect to have visibility from their account hierarchy to the data that resides within child accounts.

Imagine the following scenario of a customer hierarchy:

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It is easy to see the logic that users would want to see Opportunity/Cases/etc. that reside in Division 1 and 2. Additionally, at the Holding Company level, users want to see everything that is occurring at Company A, B, and C – as well as what is occurring at each division.

So, how do we do this? This would, in theory, be possible with native reporting, but reporting across an inconsistent hierarchy (it won’t always be as simple as the example shown above!) can be challenging in reports. Additionally, you would either need to create a report for each account or provide the ability to change the parameter that the report is using (which, in the Salesforce world, would also give users additional reporting access that is not always ideal!). Lastly, users will want to see this data on the account record that they are currently working on.

Build Steps

The good news is that all of this can accomplished relatively easily using configuration. Let’s take a look at how to do this in Salesforce (for this illustration, I’ll show this capability on an Opportunity):

1. Create Account Record Types

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*In this example, I’ve created generic record type names. More descriptive ones may be appropriate.

2. Create fields on the Opportunity object called “Parent Account” and “Ultimate Parent Account”

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3. Create an Account Page Layout for Each Record Type

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4. Map Account Page Layouts to appropriate Account Record Types

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5. Add the appropriate Opportunity Related List to each Account Page Layout

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*The above related list should be placed on the “Account Layout”

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*The above related list should be placed on the “Parent Layout”

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*The above related list should be placed on the “Ultimate Parent Layout”

6. Make Parent Account and Ultimate Parent Account Read only on Opportunity Page Layout(s)

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7. Use Process Builder to auto-populate the Parent Account and Ultimate Parent Account when an Opportunity is created

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Formulas:

  • Parent Account:
    • IF([Opportunity].Account.RecordType.Name = 'Grandparent', [Opportunity].Account.Id, IF([Opportunity].Account.RecordType.Name = 'Parent', [Opportunity].Account.Id, [Opportunity].Account.ParentId))
  • Ultimate Parent Account:
    • IF([Opportunity].Account.RecordType.Name = 'Grandparent', [Opportunity].Account.Id, IF([Opportunity].Account.RecordType.Name = 'Parent', [Opportunity].Account.ParentId, [Opportunity].Account.Parent.ParentId))
  • Activate the Process Builder and test it out!

Testing

In order to test this process, I’ve built out the account hierarchy in our previous example.

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I created an opportunity on the Account “Division 1”, “Customer C”, “Customer B” and the “Holding Company” – lets check out the results by viewing the pages of these accounts.

Holding Company:

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Customer B:

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Customer C:

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Division 1:

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Additionally, the opportunity on Division 1 should “roll-up” to Company A (I’ve already shown this rolling up to the Holding Company) since its parent account is Company A. Let’s take a look at that account:

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Requirements/Other Considerations

Now that we’ve shown how this functionality would work, I should mention a few considerations/requirements:

  • Define the maximum depth of the hierarchy.
    1. In this example, I’ve shown a 3-level hierarchy. There is no requirement to the depth that the hierarchy needs to be. That said, a maximum depth must be set. The greater the depth, the more complicated this becomes. I would encourage you to limit the hierarchy to 4 levels deep.
  • This is a simplified example.
    1. You’ll notice that the formula in the process builder is pretty straightforward. This design would allow for more complicated scenarios to determine the Parent and Ultimate Parent accounts on the Opportunities.
  • This is extendable to more child objects to an account – or any objects with a hierarchy.
  • Do not extend this to all objects related to an account.
    1. This design is not suitable for all objects. For example, we rarely (if ever) do this for Contacts. Often times, the number of contacts in the system would be overwhelming (and thus reduce the value) at the highest level in the hierarchy.

Summary

I hope that helps your organization consider the value of re-defining a 360° view of a customer. Our clients have found this to be instrumental to the way that they operate their business. You can imagine the benefit of “rolling up” certain objects (who doesn’t want to know the total dollars from orders that they do with a customer?). As always, should you have any questions, please do not hesitate to contact us!

Topics: Salesforce.com

Metablast Updates

With the changes in Dynamics 365 and the introduction of AppSource as a way to showcase apps, it was time for Metablast to make a few changes. We are happy to announce that we have launched a Managed Solution version of Metablast, now available in the AppSource and download from our website for On-Premise Microsoft Dynamics CRM users! 

The Managed Solution version of Metablast supports Dynamics CRM 2016 and up, so if you are on a previous version of CRM the previous version of Metablast will work for you. All the features of our prior versions detailed in prior posts are included, with the addition of two new output columns:

  • Global Option Set – Displays Yes or No for Option Set fields to show the field is a global option set reference (Yes) or a local option set (No)
  • Formula – Displays Yes or No based on whether or not the field is a formula field (editor’s note: an update will be posted soon, at the original time of posting the output is the XML formula itself and not a Yes or No)

Once the solution has been added to your org, you can open the solution and view available entities in the configuration page. The left list contains available entities not yet selected for the export, and the right list contains entities you have previously selected.

Metablast 1

Typing in the search box filters the list of entities to make finding and making selections easier. Note that the check mark in the list denotes whether or not an entity is custom versus native.

Metablast 2

Selecting each entity will add it to the export list. The Add All link will add all unselected entities to the export list. Removing entities from the export list can be accomplished by clicking the red X or the Remove All link to do so en masse.

Metablast 3

Once your list is complete, you can click the Export button and download the same CSV format as your prior Metablasts.

Metablast 4

We hope you find the same great uses out of this tool with an easier way to access the schema information right from your organization!

Topics: Microsoft Dynamics CRM

How Professional Services Firms Can Crawl, Walk, Run with CRM - Part Three

Today's post was written by Bryson Engelen, a Sales Engineer at Sonoma Partners.

Professional services firms know how critical it is to their business to implement or improve a CRM system, yet oftentimes the way they approach an implementation can doom them to failure. One of the major problems they encounter is in trying to please everybody all at once. Their "boil the ocean" approach overwhelms users and delivers too much, too soon. Instead, it’s better to think of a CRM as a living, breathing thing, and build upon it over time based on how people actually work, not how they think they work. This can only be done by adding to a CRM system with a well-thought-out crawl, walk, run approach, keeping users at the center of an ongoing conversation.

In this blog series, we take a look the common use cases for professional services firms as they try to master the basics (crawl), start using CRM on a more strategic level (walk), and then leverage CRM as a platform to solve business problems that would otherwise require custom solutions (run). Think of these suggestions in each phase as an a la carte menu, and in some instances the phase designations may not perfectly suit your firm, so you may implement what is described as a “walk” item in your “crawl” and vice versa. In our last posts, we looked at some of the “crawl” and “walk” items for professional services firms. This time around, we’ll round out our exploration of this topic by discussing “run” items.

When discussing a “run” item on your CRM list, think of existing systems you bought or built that really only handle a discrete process or think of workloads that touch core CRM that you just have a process and no system around. Having implemented CRM in the “crawl” and “walk” phase, hopefully you have gotten feedback from users on other things they would like CRM to handle or you have uncovered related processes in your earlier CRM requirements gathering.  In some instances, you can build Line of Business applications from scratch in CRM to handle these, and in others you can explore enriching existing systems with integrations into your CRM, potentially using CRM as a front-end to the process. Here are some examples of how your firm can retire application cost and maintenance energy by folding processes into CRM.

1. Internal Business Apps:

There are a lot of apps that can be built or bought that help automate your internal processes, and they can plug and play into your existing CRM infrastructure. For many professional services firms, things like logging time and expenses, activities, and event attendance happen in tools outside of CRM or in a spreadsheet. These activities are critical to running your business and understanding internal costs, but users don’t like that they need separate tools to enter this information. CRM provides a great opportunity to build or buy apps to handle these workloads and places that information right alongside client data. For example, a simple activity logging app on a phone can make the process of recording phone calls and notes against a client in CRM fast and easy, and greatly increase the amount of client relationship documentation. Tools like a Client Mapping tool can be a mobile app built on top of CRM that allows users to find info on nearby clients, while event attendance tracking apps (like one built by Sonoma Partners) allows mobile users to quickly and easily add people to marketing lists on the go. If you have internal processes that are critical to your business but that data is being lost because it’s hard to get into a system and maintain, maybe you can offload that to CRM via a discrete app.

2. Client Portals:

Oftentimes, information and documents need to be exchanged with clients regarding projects, pursuits, contracting, etc. CRM can not only provide flexibility around managing documents related to clients (and store those documents within CRM against the client record), but it can also expose select documents and CRM data to clients as needed. CRM also brings self-service to the table in other ways, allowing clients to request help or service, review a project’s status and other details, select and download thought leadership and marketing collateral and see upcoming meetings and milestones which provide a centralized calendar for you and your clients. You can even configure a client portal to offload some data entry from your staff to your clients by allowing them to submit data like feedback or referrals and event RSVPs. Overall, since CRM is already how you manage clients internally, it makes sense to use the same tool for externally-facing client management processes.

3. Project/Resource Management:

Many professional services firms have project and resource management tools, but they don’t tie into client data directly, leaving a disconnect between business development and project management activities. CRM has built-in or plug-in capabilities related to managing projects, resources, expenses, time entry and more, depending on your use case. If your use case is complicated, there are plenty of 3rd party apps that might be easier to implement and have a lower cost of ownership. That being said, using CRM for things like housing a skills database, generating resumes (particularly with a CRM-driven resume update portal), creating an employee scheduling portal/app and doing resource allocation is possible with some existing functionalities and add-ons. Additionally, you can leverage native CRM tools and beyond that build or buy apps for CRM around project planning and project management via a portal or mobile app.

4. Internal and External Social/Collaboration Tools:

Social tools tied to CRM can be a better way to collaborate internally and externally, particularly around shared content like proposals. Often, the tool itself is pretty intuitive, particularly in this age of Facebook, but to make it work, your culture has to embrace a spirit of collaboration and not be tied to individuals “owning” things. If that cultural hurdle can be overcome, the results and efficiencies gained from social tools can be pretty dramatic. Say someone in one of your departments puts together a one-sheet that he wants to send to his clients, and recognizes it could also be beneficial to other folks in the firm to replicate and share with their clients, but he doesn’t want to email the whole firm. An internal social tool gives him have a good place to share the document and notify others who subscribe to him or his workgroup that he created it, so no one has to reinvent the wheel or go digging in a massive fileshare. And the internal social feed is searchable and available on a mobile device, so coworkers can find the document and email it to a client while on the go. What’s also nice about social tools is they put the conversation in line with the client or opportunity data so your brain doesn’t have to think about where things go or where they are. We all know inboxes are cluttered and overwhelming, so you want to dismiss as much as possible and you delete emails just to filter out the noise. With the social conversation in the context of a client or pursuit via a social tool, things feel more manageable and contextual.

Another argument for social tools is that email is a bad way to do versioning since updates pass each other like ships in the night. Social tools make updates and edits into a trackable conversation, sometimes in real-time. And finally, if you need help, Outlook is a bad survey/helpline tool, while internal social tools boost your SOS signal to an active subscriber army of your coworkers, who can point you in the right direction and whose answers slowly build an ad-hoc internal knowledgebase, which leads to better, faster outcomes. 

From an external social perspective, you can open up these social tools to clients so they have limited access to reading and posting on specific topics (like a project), while still maintaining security fences around them. Also, there is some inherent security in the nature of the social medium that can save you from embarrassing yourself with a client, like the fact that you can’t forward posts and it’s pretty hard to accidentally reply-all. Using social tools with clients also feels like a conversation, so it’s less formal and can be great for collaboration in a more idea-driven or brainstorm-like environment. These tools also have updated UIs that make them more engaging than email and input your conversations with clients in the context of the project or your relationship with them since they often live on your client portal, and context is something email doesn’t really do. Simply having a client portal and collaborative social tools can really help distinguish your firm from others, and highlight a uniquely efficient way clients can work with you. The final thing to note about internal and external social conversations is that the data is easily and automatically archived on the Client record, which historicizes client interactions in a central system. This is not always the case with emails.

5. Proposal Generation:

For some professional services firms, proposals can be hundreds of pages long and include things like resumes, project references, and boilerplate text like leadership bios and company history. CRM has lightweight functionality around this natively, and is a solid repository for the data you’d use to create documents from the centralized information within it. However, in order to really create full on proposals, some integrations really should be built into tools like Word or InDesign. Ideally, these would leverage predefined templates for efficiency and take a step-by-step wizard approach, allowing you to also bring in documents and pictures from document management sources tied to CRM. CRM would allow you to search for relevant content for your proposal, and more generally update that content centrally in one place.

Those are just some common things professional services firms may wish to tackle in the third phase of their CRM implementation. There are plenty of others we’d be happy to help you explore and discuss. Hopefully, this series of posts helped you recognize how nuanced a CRM implementation can be, which is why a phased approach works best. Simply standing up a basic system and walking away is a recipe for wasted time, money, and energy, and won’t build goodwill with your users.  If you want to hear more about how to implement CRM for professional services firms using a phased approach, feel free to contact us.

Three Steps to CRM Success

Topics: CRM for Professional Services