Cloud Computing

CRM 2016 – Notes From Presentation

Upgrading from Dynamics CRM 2011 to Dynamics CRM 2016

Microsoft Canberra  29/4

As Dynamics CRM 2011 rapidly approaches end of life, many organisations are looking at potential upgrade paths.  Dynamics  CRM 2016, the most recent version, was released in December 2015 and represents significant benefit over previous editions.  This presentation focused primarily on the new features of Dynamics CRM 2016.

Note: Some content applies to CRM Online and CRM On-premises (where applicable).

Major changes (UI)

  • – UI/Touch Enabled
  • – Single Customer View
  • – Design once/deploy anywhere
  • – Big focus on mobility/BYOD/Cortana support/Remote wipe

User Interface Changes – Highlights

Streamlined nav bar
Toolbar based global search, added ‘quick create’ button (context sensitive)
Command bar (context sensitive) streamlined
Entity view (e.g Contact) removes popups (2011) and nav pane, displays single record view.  Responsive UI
Social view replaces activities & history (2013), combined from multiple sources (e.g Yammer).  Inline data capture.
Hierarchies – allows structured relationships between records
Mobile User Interface (FieldOne?)
Native application (Windows Phone, etc)
Capture activities in the field, e.g phone calls
Navigation integration (GPS)
Layout/display configuration driven vs code driven.  Rules aware. Field/data security fields/field level.  User can choose to share an entity’s (normally hidden) field with another user.


Business Process Flows – visual cues
Collaboration – Office365 integration, e.g OneNote/OneDrive & Office365 Groups – structured & unstructured data (share with non-CRM users)
CRM App for Outlook – browser based email client, exchange integrated (a bit like OWA?)
Document generation – beyond generating emails, template driven ability to generate rich documents
Quick create – basic inline capture using popups if necessary to find & fill.  Quick create allows resumption of in-process activities, but still capture data as needed
Composite fields allow capture of data broken down for logical field types, e.g full name -> first / last name, addresses etc – streamlines UI
Process flow – Visual representation of status with a business process


User can choose actions based on roles, stage gates.  Inline validation to highlight barriers to advancing the workflow
Workflow features clock timers (system wide by case/flow?), can span multiple business records, can trigger multiple outcomes/actions.  Flows can address different record types (scope)
Integrated social/office365/kb capability inside workflow stages.


Document management integration.  OOB integration to One Drive for Business, Office 365
Office365 groups – browser based online sharing and forum experience; launched from CRM or accessed directly.
OneNote directly linked, Notes integrated to shared OneNote experience.  Shared, users can see other user’s notes
Integrated plugin creates CRM contacts inline through Outlook or Outlook Web

Mail Merge Templates/Document Generation

Word templates (native) now supported for entity generation.  Templates stored in CRM, authored in Word.  Inline generates relevant documents on context (source entity), e.g Account Summary from Contact view.   Can also generate templates based on multiple CRM data types, the template can be edited in Word and uploaded to CRM to be used against CRM data.


Social Engagement

CRM Online only?  Listens to social media feeds, provides analysis.  Can lead to creation of activities in CRM.
Shows keywords by sentiment, location etc.  Sentiment by region, demographic.  Shows key posts related; drill down to individual posts and create CRM cases.  Can extract details from posts to create contacts
Intention models – 4 types – uses Azure ML –  Information Request, Interest to Purchase etc.
Automated replies, based on rules.  Keywords, high impact profiles etc


Excel templates, incorporates graphs OOB with predefined filters, etc
Interactive Service Hub – single/multistream dashboards, links to kbs.  Overview if case management, task lists
Delve – understanding unstructured data (e.g documents) relevant to context.  Presenting inline (uses Azure ML?).  Cross references against other sets, e.g. calendar, email, IM – CRM Online only?
Power BI – shows PowerBI inline via adapters.

Project Services vs Scheduling Engine/Field Management

Reactive scheduling and proactive scheduling – can reshuffle bookings, analyse booking needs – sensitive to rules based of skills, locality, localized work.  Integrates to field one (field management).  FieldOne features address validation (UI)?

Licensing Changes

Dual license – access to on-premise & online / bridging for migration, different data classifications (unclassified v protected etc.)
Basic license (like VSO basic)
Employee Self Service
Retired Connector License (no CAL for external data access)



CRM Online, coupled with Office365 is feature rich, leverages the power of Microsoft Azure.  How much of this functionality carries over to CRM On-premises is a good question.  It’s not clear what is CRM Online only and is a base platform/suite capability (i.e available offline).

Microsoft Azure – Migrating between subscriptions

Recently I had an old Microsoft Azure subscription ready to expire, yet I still had some resources linked to the outgoing subscription in question.  Some of the active websites on another subscription still used SQL Databases on the old subscription.

If you find yourself needing to move Azure assets between active subscriptions, this information might be useful in helping you plan your migration.  Microsoft can assist by doing some of the heavy lifting for you.

Depending on your level of licensing, you may be able to open a free support ticket by navigating to and clicking on the “Get Support” link.

Migration Options

To give you an idea what may be involved, the following information was sent to me from Microsoft during my support ticket.  This is a list (current as of time of writing) about what can and can not be migrated between Azure subscriptions.

  • We do not support selective service transfer; transfer only a selected hosted service, storage service from one subscription to another. This may become available in future but today, we must transfer all services or none.
  • The source as well as destination subscription must be active.
  • The destination subscription must be completely empty. (We do have separate process to migrate to a subscription with services running, however it requires more time.)  
  • The source and destination subscriptions must have the same service administrator until the migration is complete.
  • The source and destination subscription cannot contain deployments/affinity groups with the same name.
  • There are some services that we cannot migrate and other services you will migrate yourself.  Please see the table below.

Azure can move:

You must move:

Unable to move:

Virtual Machines



Cloud Services


BizTalk Services

Web Sites

Active Directory

HD Insight

Media Services





Hyper-V Recovery Manager

Multi Factor Authentication


Azure Store

Traffic Manager


Import / Export

Mobile Services



Virtual Network


Management Services 

Access Control Service (ACS)


Azure Automation

Reserved IP Address + Reserved IPs under the list





Express Route

SQL Azure Server and Included DBs



Migration Prep Work

The service administrator on both the source and destination should be the same (Steps provided below). Temporarily, please update the Service Administrator on the Destination Subscription same as a Service Admin on the Source Subscription ID.

  • Login in to using your Live ID.
  • Click on the “Account” tab.
  • Click on the “Subscriptions” tab.
  • Select the subscription for which you want to change the service administrator.
  • Click on “Edit subscription details”.
  • Here you will find the option to change the service administrator.

This is a prerequisite step which you must perform before Microsoft can perform any migration work for you.

Migrating SQL Azure

If you have any SQL databases, you may migrate them yourself by following the steps below: 

  • Login to using your Live ID.
  • Make sure all the subscriptions are selected by clicking on the “Subscriptions” tab.
  • Click on SQL Databases.
    • Click on servers.
    • Click on the server name which you would like to transfer.
  • Select “Dashboard” if it is not already selected.
  • Click on “Change Subscription”.
  • Choose the new subscription and complete the wizard

I have not attempted to migrate VSO or Active Directory.

I hope you found this information useful!