Integrating with Microsoft Exchange – Future Strategies

1. Integrating with Microsoft Exchange – Future Strategies Roger Gilchrist Solution Architect BRK3308

2. Agenda Context Challenges Strategy All relevant to on-premises, but more rigorously enforced online

3. Context

4. Context • Receiving and responding to customer requests • Tracking and managing the process of acting on the request • Tracking and syncing other type of Exchange data

5. Common Challenges

6. Older mechanisms • Outlook for manual tracking • Either Outlook or email router for rules based tracking Outlook Email Router Rules based or Manual Tracking Rules Based Tracking Syncing Syncing

7. Outlook Challenges • Often common symptoms of Outlook client challenges

8. Email Router Challenges • Often common Email Router challenges • NOTE: deprecated now in favour of Server Side Synchronisation

9. Mobility Always On Speed of Response BYOD Working Patterns All relevant to on-premises, but more rigorously enforced online

10. Email to Case Journey Journey many customers still on, need to understand and allow for. Need to handle objections to encourage agents to adopt and move to ‘CRM’ use which is where organisation and customer benefits

11. Exchange Integration • Lots of options • Typically use combination • Confusion ‘just need Server Side Sync…..right?’

12. Strategy

13. Goals

14. Capabilities needed

15. For each type: Synchronisation and Tracking What it does….. As importantly…..what it doesn’t do!

16. Capabilities Reduce Client Dependency Multi-device Track Outlook Client: Track Button Email Tracking Rules Forward Mailbox Folder Based Tracking CRM App for Outlook Sync Outlook Client Sync Server Side Sync Email Router (Deprecated. Email only) Viewing Outlook Client CRM App for Outlook

17. Tracking Options: not solved entirely by SSS Tracked Data Pre- requisites Comments

18. Email

19. Mailbox Types: Individual v Queues • Need to consider what usage pattern for mail • Personal or shared mail • If shared, a queue mailbox more appropriate, deal with case, not email • More appropriate to view in CRM, than in Outlook • Are all emails to that mailbox processed, or just some? • Rules based tracking, not manually Central mailbox Personal mailbox Queue

20. Email: Outlook Client Synchronisation Outlook CRM Outlook Client Sync Emails Emails created in CRM Send Emails Rules Tracked Emails ( all, from contacts): Create in CRM Emails Tracked from mailbox Outlook Client UI Manually tracked emails Tracked Emails Read Only in CRM

21. Email: Outlook client + Server Side Sync Outlook CRM Emails Emails created in CRM Emails Tracked from mailbox Outlook Client UI Manually tracked emails Exchange Emails Server Side Synchronisation Folder Based Tracking Rules Tracked Emails ( all, from contacts): Create in CRM Send Emails

22. Email: Server Side Synchronisation Only CRM • Emails tracked only if: • Rules based: all emails, from known contacts • Using Folder Based Tracking: Requires CRM 2016 • No UI, therefore cannot manually indicate an item is to be tracked. Outlook client is required for that Emails created in CRM Emails Tracked from mailbox Exchange Emails Server Side Synchronisation Folder Based Tracking Rules Tracked Emails ( all, from contacts): Create in CRM Send Emails

23. Email: CRM App for Outlook + SSS CRM CRM App for Outlook, offers manual tracking without a client install Requires CRM 2015 Update 1+ Only available CRM Online to Exchange Online currently Requires Server Side Synchronisation Emails created in CRM Emails Tracked from mailbox Exchange CRM App for Outlook Manually tracked emails Emails Server Side Synchronisation Folder Based Tracking Rules Tracked Emails ( all, from contacts): Create in CRM Send Emails

24. Forward Mailbox • Choice: • Monitor individual mailbox • Or Forward Mailbox • Round robin processing of each mailbox • Processing cost • Latency to retrieve messages • Forward Mailbox • Process emails in order received • Reduced overhead connecting to only 1 mailbox • But need rules deploying to forward as attachment • Personal Mailbox • No changes to mailbox • If not access through delegation, need each user’s credentials Personal mailboxes Forwardmailbox CRM

25. Forward Mailbox • Approach • Consider for install free option for email, forward as rule • Can even work across server but only for inbound, outbound wouldn’t work • Only email though Facebook Chat Email Call Tweet Appointment Web Request

26. Outbound Tracking Options Outbound emails are not automatically tracked from clients but there are options

27. Appointments, Contacts and Tasks (ACT)

28. Appointments • Appointments, Contacts, Tasks follow similar pattern • Will use appointments as example • Will call out differences where they exist for Contacts and Tasks

29. ACT: Outlook Client Synchronisation Outlook CRM Outlook Client Sync Appointments Appointments created in CRM Create Appointments in Outlook Matching Sync Profile 2 way updates to Appointments matching Sync Profile All Appointments Outlook Client UI Manually tracked appointments Note: no rules to automatically track appointments Only appointments created in CRM and manually tracked appointments will exist in CRM and be eligible for update through sync mechanism

30. Appointments: Outlook client + Server Side Sync Outlook CRM Appointments All Appointments Outlook Client UI Manually tracked appointments Exchange Appointments Server Side Synchronisation 2 way Updates to Appointments matching Sync Profile Appointments created in CRM Create Appointments in Exchange Matching Sync Profile

31. Appointments: Server Side Synchronisation Only CRM • Appointments only synced and updated if created in CRM • No UI, therefore cannot manually indicate an item is to be tracked. Outlook client is required for that All Appointments Exchange Appointments Server Side Synchronisation 2 way Updates to Appointments matching Sync Profile Appointments created in CRM Create Appointments in Exchange Matching Sync Profile

32. Email: CRM App for Outlook + SSS CRM Cannot currently track appointments, but planned in future release. But framework does not support contacts or tasks CRM App for Outlook, offers manual tracking without a client install Requires CRM 2015 Update 1+ Only available CRM Online to Exchange Online currently Requires Server Side Synchronisation All Appointments Exchange CRM App for Outlook Manually tracked appointments Emails Server Side Synchronisation 2 way Updates to Appointments matching Sync Profile Appointments created in CRM Create Appointments in Exchange Matching Sync Profile

33. Common Scenarios

34. Information Worker

35. Office Information Worker Work primarily at desk in a fixed office Select emails/appointments to track Audit record or to share with other CRM users for information View Emails/ Appointments/ Contacts View CRM Info Track Emails/ Appointments/ Contacts to CRM

36. Office Information Worker • Capabilities • Tracking • Outlook add-in exposes track button to manually indicate items to track • Rules based email tracking (all, from known contacts, reply to CRM email etc.) • Outlook add-in hosts sync process • Benefits • Broad capability • Email, ACT • Challenges: • Deployment to client desktops • Overhead on client: startup, sync process • Virtual desktop compatibility Outlook Add-In Sync Track

37. Office Information Worker • Capabilities • Tracking • Outlook add-in exposes track button to manually indicate items to track • Rules based email tracking (all, from known contacts, reply to CRM email etc.) • Folder Based Tracking • Server Side Sync hosts sync process • Benefits • Broad capability, offline • Email, ACT • Syncing while Outlook not active • Challenges: • Deployment to client desktops • Overhead on client, startup, processing • Virtual desktop compatibility • Exchange 2010+ Server Side Sync Outlook Add-In Track Sync

38. Office Information Worker • Capabilities • Tracking • Outlook add-in exposes track button to manually indicate items to track • Rules based email tracking (all, from known contacts, reply to CRM email etc.) • Folder Based Tracking • Server Side Sync hosts sync process • Benefits • Broad capability, offline • Email, ACT • Syncing while Outlook not active • Challenges: • Deployment to client desktops • Overhead on client, startup, processing • Virtual desktop compatibility • Exchange 2010+ Server Side Sync Sync Rules/ Folder Based Tracking

39. Office Information Worker • Capabilities • Tracking • Track Email, Appointments (coming soon) • Rules based email tracking (all, from known contacts, reply to CRM email etc.) • Folder Based Tracking • Compose and send tracked email • Benefits • No deployment to client, all server side • Virtual desktop compatibility • Challenges: • Pre-requisites: Exchange 2013+, Outlook 2013+ • Deployment model limitations currently Server Side Sync CRM App for Outlook Track/ Compose Sync Rules/ Folder Based Tracking

40. Mobile Information Worker Work both within an office and remotely offsite Select emails/appointments to track Audit record or to share with other CRM users for information Access CRM information while in office and remote View Emails/ Appointments/ Contacts View CRM Info Track Emails/ Appointments/ Contacts to CRM

41. Mobile Information Worker 1 • Capabilities • Tracking • Rules based email tracking (all, from known contacts, reply to CRM email etc.) • Folder Based Tracking • Access to CRM Info via CRM for Phone/Tablet App • Benefits • No deployment outside of CRM Servers • Compatible with range of devices, native mail apps • Utilise phone/tablet app from device stores for access to CRM info more broadly • Challenges: • Pre-requisites: Exchange 2010+ CRM for Phone/Tablet Sync Rules/ Folder Based Tracking Server Side Sync

42. Mobile Information Worker 2 Server Side Sync Embedded UI • Capabilities • Tracking • Track Email, Appointments (coming soon) • Rules based email tracking (all, from known contacts, reply to CRM email etc.) • Folder Based Tracking • Access to CRM Info via CRM for Phone/Tablet App • Benefits • No deployment to client, all server side • Compatible with range of devices • Utilise phone/tablet app from device stores for access to CRM info more broadly • Challenges: • Pre-requisites: Exchange 2013+, Outlook 2013+ • Deployment model limitations currently CRM App for Outlook CRM for Phone/Tablet Track/ Compose Sync

43. Mobile Specialist Worker CRM For Phone/Tablet Task Based Experience Server Side Sync Embedded UI • Capabilities • Tracking • Track Email, Appointments (coming soon) • Rules based email tracking (all, from known contacts, reply to CRM email etc.) • Folder Based Tracking • Access to CRM Info via CRM for Phone/Tablet App • Benefits • No deployment to client, all server side • Compatible with range of devices • Utilise phone/tablet app from device stores for access to CRM info more broadly • Tailored experience for specialised tasks • Challenges: • Pre-requisites: Exchange 2013+, Outlook 2013+ • Deployment model limitations currently CRM App for Outlook Track/ Compose Sync

44. Queue Handlers Work primarily at desk in a fixed office Select emails Audit record or to share with other CRM users for information View Emails/ Cases View CRM Info Automatically Track Emails/ Contacts to CRM

45. Queue Handlers • Capabilities • Tracking • Rules based email tracking: typically All • Server Side Sync hosts sync process • Benefits • No client sync • Support for centralised mailbox with no direct user monitoring • Convert straight to case • Challenges: • Headless tracking, no manual selection of actions • Not as rich an email experience as Outlook Server Side Sync Browser Client/ ISH View Emails/ Cases Send Emails Sync

46. Appointment Booker Appointment Bookers typically in a branch/Call centre Book appointments for specialist to their Calendar Can therefore see full availability. Assumes specialist can book appointments ( personal & business) directly to calendar Audit record or to share with other CRM users for information View Appointments/ Contacts View CRM Info Book Appointments for Specialists in Specialist’s Calendar Track Appointments/ Contacts to CRM

47. Appointment Booker – Exchange Master • Capabilities • Tracking • Track Appointments coming soon • Benefits • No deployment to client, all server side • Virtual desktop compatibility • View full availability in Exchange calendar • Challenges: • Requires manual tracking to CRM by end user • No automated Appointment tracking • Pre-requisites: Exchange 2013+, Outlook 2013+ • Deployment model limitations currently Server Side Sync Embedded UI CRM App for Outlook Track Sync

48. Appointment Booker – CRM Master • Capabilities • Syncing to Exchange • Manual tracking to CRM for private/personally booked appointments • Benefits • No deployment to client, all server side • Virtual desktop compatibility • Full info available in CRM • Challenges: • Availability needs to be recorded in CRM • Create placeholder appointments • Or track all appointments to CRM including private • Pre-requisites: Exchange 2013+, Outlook 2013+ • Deployment model limitations currently Browser Client Server Side Sync Embedded UI CRM App for Outlook Track Create Appointments Sync

49. List of scenarios to solutions

50. Points to Note • Direction of sync important, sync from CRM to Exchange more options than Exchange to CRM • Typically users have other items in Exchange they don’t want to sync • So need manual intervention for Exchange to CRM • Appointments, Contacts and Tasks • CRM -> Exchange: can be done through SSS or Outlook • Exchange -> CRM: can only be done through tracking in Outlook client, there are no rules based options. • CRM App for Outlook will offer tracking of appointments without client install and to mobile device apps • Service Activities are special case, only editable in CRM, so 1 way sync to Exchange • Email • Consider rules based or folder options to avoid client install