Microsoft Dynamics CRM

Q4 2011 Service Update Release & Roadmap Welcome! Important Web Seminar Notes

. We have automatically muted the line. During the presentation, all participants will be in listen-only mode . Please turn off all webcams . Followinggp the presentation we’ll have a Q&A session. Submit questions via the Q&A feature. Simply select the Q&A window, type your question into the dialog box, and click the “Ask” button . The slides and recording of this call will be sent to attendees for today’s program . Having technical difficulties? - Call 800.374.1852 or - E-mail [email protected] . For audio help, please call 1.800-374.2441

1 Introduction

Sarah Champ Senior Consultant 612.376.9510 [email protected]

2 Agenda

. Review of CRM 2011 . Q4 Service Release Details . Demo . Q&AQ & A

3 Microsoft Dynamics CRM At a Glance Customer Success Around the Globe

Financial Services Professional Services Manufacturing

Public Health & Travel & Retail & Hospitality StSector Life Sc iences Entertainment PC Browser Phone

Sales Customer Marketing Extended CRM Productivity Care Effectiveness Applications

Relationships • Interactions • Process • Insights xRM FkFramework Microsoft Dynamics CRM 2011 Delivers the Power of Productivity

FAMILIAR INTELLIGENT CONNECTED Natural & Insightful & Collaborative & Personal Actionable Integrated Microsoft Dynamics CRM Online Comprehensive CRM that’s easy to use and improves the productivity of sales, marketing and customer care profilfessionals

Full-Suite CRM: Sales , Works with Office 365 for Marketing and Service complete Cloud business modules productivity experience

Available in 40 Familiar Microsoft markets and 41 Outlook interface languages

Secure and Reliable Real-time dashboards with financially and visual insights backed 99.9% uptime SLA Summary of Dynamics CRM Q4 Service Update

Unified Enterprise Feature Social Office 365 Cloud Enhancements (Wave 1) Experience* Identity New BI Activity Unified Federation Capabilities Feeds Provisioning Inn--RiRegion EhEnhance d Win dows Phone 7 Unified Billing** Disaster Dialogs Activity Feeds App Recovery Unified Enhanced Data Administration Industry Cleansing Certifications

* Note: For end-users, the Office 365 and CRM Online experience is unified today. ** Note: For EA customers, billing is already unified today. *** Note::W Will also be available via download for CRM 2011 on-premises and partner hosted . Microsoft Dynamics CRM Q4 2011 Service Release Details Microsoft Dynamics CRM and Office 365

Microsoft Office Integrated Outlook Document management Live Meeting and Web Apps email and portal capabilities Unified Messaging

Rich document Seamless Collaboration and Real-time IM and management communications tracking knowledggge sharing presence Enterprise Cloud

Enhancements to Dynamics CRM Online service capabilities to support Enterprise deployments

. Identity Federation: federated identityygg and single sign-on for CRM Online customers with Active Directory. Requires new Online Services (OSDP) platform, and per previous slide will be available to qualified customers only in the Q4 2011 timeframe. (Applies to both standalone CRM Online as well as CRM Online with Office 365). . Enhanced Disaster Recovery: multi-site failover in each region (US, EMEA & APAC) supports higher levels of disaster recovery and business continuity. . Security and Compliance Certifications: Engineering will be complete for adherence to a range of certifications – relevant audit processes will then commence Certifications Roadmap

For select customers* Dynamics CRM Online will include enhanced Security and Compliance for key data handling processes such as Data Processing Agreements and EU Model Clauses, as well as compliance with standards including ISO 27001, HIPAA and SAS 70 Type II. Standard Availability ISO 27001 Q1 CY 2012

SAS 70 (SSAE 16) Type II CY 2012

HIPAA (BAA) Q1 CY 2012

EU Safe Harbor Available now

EU Model Clauses Q1 CY 2012

EU DPA Q1 CY 2012

FERPA Q1 CY 2012

FISMA TBD

* In the 2012 timeframe only qualifying customers on-boarding to the new Online Services platform (OSDP) will benefit from certifications at the application layer per the availability timeline. Note certifications at the data center layer are available to all. Customers at this time. Additional Feature Enhancements

. Additional BI Capabilities ԟ Extended Chart Designer allows for multiple data series on charts ԟ New chart types including stacked bar and stacked column charts

. Enhancements to Dialogs ԟ Additional data types supported ԟ Extensions to configurable URL’ s in dialog screens

. Extended De-duplication rule processing ԟ Additional support for smart-matching of potential duplicates Social Wave (1) – Activity Feeds

ԟ Simplified business insight and collaboration capabilities ԟ Micro-blogging to post statuses, questions, answers and comments ԟ UiiiltUser experience similar to Twitter and Facebook ԟ Follow people and records that are relevant to you ԟ View timelines of important statuses on walls ԟ API and Workflow enabled system posts ԟ Respects the core security model ԟ Enables Lync presence Activity Feeds within Dashboards

16 Cross-Browser Support

Microsoft will offer support for Safari, Firefox and Chrome browsers on both PC and Mac platforms.

Cross-Browser Support coming in H1 CY2012: . IE (Currently supported) . Safari ((p)PC & Macintosh platforms) . Firefox (PC & Macintosh platforms) . Chrome (PC & Macintosh platforms) . All available in CY2012 Demo Q4 Service Update Q & A

• Submit questions via the Q&A feature. Simply select the Q&A widindow, type your ques tion itinto thdilthe dialog box, an d c likth“Ak”lick the “Ask” button • The slides and recording of this call will be sent to attendees for tdtoday’ s program

Sarah Champ 612. 376. 9510 [email protected] facebook.com/McGladreyTBS

twitter. com/McGladreyTech twitter.com/McGladreyERP

19 Upcoming Events

Convergence 2012 March 18-21 Houston, TX

http://www.microsoft .com/dynamics/convergence/houston12/

20 Appendix Q4 Service Update Microsoft Dynamics CRM + Office Professional Plus

.Mail-merge feature in CRM Online. .Outlook email templates in CRM Online .One-click export of CRM data to Excel .Re-import of changes made in Excel automatically Microsoft Dynamics CRM + Exchange Online

. Utilizes Microsoft Outlook to send and receive Emails . Track emails, contacts, tasks and appointments in CRM Online . Bulk import of Outlook contacts into CRM Online . Native Outlook actions against CRM data Microsoft Dynamics CRM + SharePoint Online

. Wizard -dr iven con figura tion . Easily create or add SharePoint Online document libraries . NtiNative exper ience in Microso ft Dynamics CRM . Track changes and version control . Check-in/check-ou t capabilit y

Wizard-driven configuration Easily create or add SharePoint Online document libraries Native experience in Microsoft Dynamics CRM Track changes and version control Check-in/check-out capability Microsoft Dynamics CRM + Lync Online

. Displays availability of colleagues/contacts in Microsoft Dynamics CRM . Presence indicator for each contact . Real-time communications (IM, Live Meeting, phone) . Meetings tracked as Activities in CRM Online CRM Online and Office 365: Value vs. Salesforce.com

What You Get Salesforce.com Microsoft CRM Suite   Extensible Platform   Microsoft Office client & web  SharePoint collaboration  Lync Unified Communications  Exchange Email Management  Price per user per month $65-250 $68

Salesforce.com Microsoft * based on Office 365 E3 plan Resources

. http://crm.dynamics.com/en-us/nov2011 . http://www.microsoft.com/download/en/details.aspx?id=27820

27 RSM McGladrey, Inc.