Software Assurance Planning Services

Implementing
Microsoft Dynamics
CRM
DELIVERY GUIDE

Table of Contents

Introduction............................................................................................................................. 1
Overview............................................................................................................................. 1
Engagement Customization & Exceptions...............................................................................2
Pre-Engagement Assessment.................................................................................................. 3
Microsoft Dynamics CRM Overview......................................................................................... 4
Summary............................................................................................................................ 4
Details................................................................................................................................ 4
Additional Resources........................................................................................................... 4
Requirements and Process Review.......................................................................................... 4
Summary............................................................................................................................ 5
Requirements Review......................................................................................................... 5
Reviewing Functional Requirements...............................................................................5
Reviewing Business Process Requirements....................................................................5
Reviewing Integration Requirements..............................................................................6
Requirements and Process Review Report..........................................................................6
Scoping Assessment................................................................................................................ 7
Summary............................................................................................................................ 7
3 Day Engagement: Quick Scope........................................................................................7
5 & 10 Day Engagements: Scoping Assessment.................................................................7
Summary of Tasks.......................................................................................................... 8
Risk Assessment............................................................................................................. 9
Build Cost-Model Spreadsheet........................................................................................9
Generate Implementation-Plan Report...........................................................................9
Management Review and Validation...............................................................................9
Gap-Fit Analysis & High-Level Solution Architecture Design..................................................10
Summary.......................................................................................................................... 10
In-Scope....................................................................................................................... 10
Out-Of-Scope................................................................................................................ 10
Information Gathering....................................................................................................... 11
Initial Demonstration.................................................................................................... 11
Example: The Sales Business Process at Client X.........................................................12

Software Assurance | Implementing Microsoft Dynamics CRM

Integration.................................................................................................................... 13
Data Migration.............................................................................................................. 13
Solution Design................................................................................................................. 14
Write Report................................................................................................................. 14
Findings and Review (Customer Deliverable)................................................................14
References........................................................................................................................ 14
Proof Of Concept................................................................................................................... 15
Summary.......................................................................................................................... 15
Example System Configuration.........................................................................................15
Importing Solution........................................................................................................ 15
Importing Data............................................................................................................. 15
Configuring Users, Teams, Queues, and Security Roles................................................19
Configuring Dashboards...............................................................................................19
Configuring Outlook client for CRM 2011 online...........................................................21
Configuring Field Level Security Profile Changes..........................................................21
Setting up Internet Lead Capture.................................................................................21
Modifying Left navigation links visibility by modifying Sitemap....................................22
Publishing customizations............................................................................................25
Lead Capture.................................................................................................................... 25
Convert leads from emails in Microsoft Outlook...........................................................25
Internet Lead Capture(Only for U.S. customers)...........................................................25
Import bulk leads......................................................................................................... 25
Manually create leads................................................................................................... 25
Lead Allocation/Routing.................................................................................................... 25
Lead Routing workflow :...............................................................................................26
Lead Scoring Workflow:................................................................................................26
Lead scoring Workflow.................................................................................................. 26
Opportunity Management................................................................................................. 27
Opportunity Assignment............................................................................................... 27
Goal Management........................................................................................................ 28
Quote/Contract Development........................................................................................... 28
Contract Conversion......................................................................................................... 28
Appendices............................................................................................................................ 29
Proof of Concept Process Flow.......................................................................................... 29

Introduction
The goal of this document is to provide the engagement consultant an overview of what is required to deliver the
Planning Services engagement, Implementing Microsoft Dynamics CRM. The engagement is offered in three, five,
ten and fifteen day lengths which build on each other. This document describes the steps, resources and requirements
of each engagement.

Software Assurance | Implementing Microsoft Dynamics CRM

Overview
3 days

Activity

Preengagement
Assessment

5 days

Educate &
Plan CRM
Assess Top
Implementati
Requirement
on
s
Architecture
& Processes

10 days

15 days

Showcase &
Validate
Customer
Benefits

Design &
Showcase
Integration with
Customer
Environment

Microsoft
Dynamics
CRM
Overview

Requirements
&
Process
Review

Scoping
Assessment

High-level
estimate of
cost, resources
& timeline

High-Level
Solution
Architecture

Pre-Engagement
Requirements
Questionnaire CRM
Microsoft Dynamics
CRM_TDM Deck
Microsoft Dynamics
CRM_BDM Deck
Requirements &
Process Review Final
Report_CRM
Scoping Assessment
Report_CRM
Dynamics Costing
Worksheet
Fit Gap Analysis
Worksheet_CRM

Proof of
Concept
(online or onprem)

Required Requirement
Deliverable s & Process
for
Review
Payment
Final Report

Supporting
Documents

High-Level
Solution
Architecture
Report

PoC Closeout
Presentation

Software Assurance | Implementing Microsoft Dynamics CRM

PoC Closeout
Presentation

High-Level Solution
Architecture Report
CRM
Accelerators for
Microsoft Dynamics
CRM
and Microosft
Dynamics
Marketplace
MSCRM
Implementation
Guide
MSCRM Migration
Manager

Engagement Customization & Exceptions

This document outlines the steps for typical Microsoft Dynamics CRM implementation planning. The tools and
resources are based on SureStep and reflect tested Microsoft best practices. We understand that not all customers are
the same. The intent of Planning Services for Microsoft Dynamics CRM is to assist customers who have purchased
Microsoft Dynamics CRM with their implementation planning. This could mean a first-time deployment or an extension
or refinement of an existing implementation. In order to best address the needs of your customer, please feel free to
customize the engagement in the following ways:

Customize the Pre-Engagement Questionnare to more accurately address your customers scenario (ie: xRM
implementations, Public Sector)

Skip a phase if you and/or your customer has already conducted it (ie: your customer recently purchased
licences and assessed reaquirements and processes during the sales phase)

Move ahead in the SureStep methodology. The steps outlined in this engagement represent the Diagnostic
phase of the SureStep methodology (see diagram below), and are designed to assist ith solution envisioning. If
you choose to skip ahead, the program will support any activicties conducted that are covered in the Solution
Envisioning, Analysis or Design phases.

If you conduct the Analysis phase, please submit Functional Requirements Document as a final
customer deliverable, template provided

If you conduct the Design phase, please submit Functional Design Document as a final customer
deliverable, template provided

Questions about what are allowable customizations and exceptions? Email [email protected]

These activities are post

planning
and not supported by
Planning Services

Software Assurance | Implementing Microsoft Dynamics CRM

Pre-Engagement Assessment
Before starting the engagement, the consultant needs to get enough background information about the current
environment so that the engagement can be positioned within context. Ask you customer to fill out the Preengagement Requirements Questionnaire before project kick-off. The questionnaire is not designed to give you an indepth analysis, but it captures how the customer currently feels.
Areas to be covered in the pre-engagement questionnaire include:

General need of the customer for a business solution

Current systems challenges and limitationit

Current timescales of the customer for changing

Architectures and technologies used within the organization

The following represents a set of questions typical to all CRM implementations::

How will Client Xs company benefit from a CRM solution?

What is Client Xs CRM vision and strategy?

What is Client Xs current level of CRM readiness?

What are the obstacles to CRM success and how do we overcome them?

What is the best implementation approach for Client X?

What areas of Client Xs business will be impacted by a CRM solution?

Understanding this will help you prepare for the Solution Overview Workshop and make it more productive by focusing
on the most important customer. As part of the pre-engagement assessment, the consultant should also be looking to
see if the volume of functional requirements, business processes and integrations desired by the customer is likely to
be achievable in the timeframes outlined. If the volume is not likely to be achievable then this should be highlighted in
the report along with possible recommendations on breaking down the implementation into more manageable and
achievable phases.

Software Assurance | Implementing Microsoft Dynamics CRM

Microsoft Dynamics CRM Overview

Summary
After reviewing the Pre-engaging Requirements Questionnaire the consultant should be able to estimate the
customers knowledge and readiness for starting the process of planning a CRM implementation. According to this
assessment the consultant should focusing on scenarios which are relevant to the requirements identified in the
questionnaire. The goal of this session is to educate and provide guidance to facilitate the decision-making process.
This session introduces the main features and functionalities of Dynamics CRM, and provides an overview of
approaches for deployment. The discussion focuses on the business benefits of the relevant scenarios to the customer
and planning considerations for broader adoption. The session should also act as a high-level envisioning workshop,
translating the business problem and solution statements into a high-level solution and summarizing how the solution
could integrate with the customers environment and what benefits they should expect. The intent of the workshop is
to set goals and expectations of the solution based on the business value that the solution will provide.
Plan for up to half a day of Solution Overview Workshop, depending on the customer readiness, but make sure you
leave enough time for thorough Requirement and Process review session and time for creating a solid report.

Details
Make sure you prepare to cover the topics listed below during the workshop:

Introduction. By using the Introductions slide from the Strategy Briefing Session Presentation.pptx,,
introduce yourself, and then ask everyone to introduce themselves, state their role, and what they
expect to get out of the session. Make a record of the attendees, their roles, and their expectations, and
add these to the Recommendations document. Ensure that the key stakeholders and decision makers are
present.

Dynamics CRM capability and functionality Overview Session. This section includes a slide
presentation and discussion points. The purpose of this section is to brief the customer on the typical
business value that each of the solutions presented can achieve. Record any additional key business
value features that are required from the engagement.

Problem Statement Development. This section reviews the findings of the pre-engagement
questionnaire. A facilitated group discussion results in identifying a business problem statement that will
become the focus of the Envisioning part of the workshop.

Two PowerPoint presentations Microsoft Dynamics CRM TDM Deck & Microsoft Dynamics CRM BDM Deck are provided
to help support this overview session.

Additional Resources

Microsoft CRM Implementation Tool Kit (Claims based Authentication, Implementation Guide, and
Planning tool

Microsoft Dynamics CRM Developer Center

Microsoft Dynamics CRM 2011 SDK

Software Assurance | Implementing Microsoft Dynamics CRM

Requirements and Process Review

The customer is considering the need to implement a Microsoft Dynamics CRM solution. The objective of this section of
the engagement is to identify and review the high-level requirements and business processes to be included within the
scope of this CRM implementation. This will involve the examination of the as-is process maps, use cases, as well as
functional, technical and integration requirements.

Summary
The consultant should deliver a brief summary of the decisions that must be reached during the Requirements and
Process Review.
All these decisions must be aligned with the customers objectives as follows:

To review high-level functional requirements and business processes to be included within a Microsoft
Dynamics CRM implementation including any integration that may be required with other systems.

To validate that all high level functional requirements, business process requirements and integration
requirements can be met by the targeted Microsoft Dynamics CRM.

To highlight any critical or non-critical issues that may occur in an implementation of Microsoft Dynamics
CRM so that the customer can address these before proceeding with product selection.

The following items constitute the scope of the review.

Review the customer provided and prioritized list of high-level functional requirements to be supported
by the implementation of Microsoft Dynamics CRM.

Review the customer provided and prioritized list of high-level business processes to be supported by the
implementation of Microsoft Dynamics CRM.

Review the customer provided high-level integration requirements to be supported by the

implementation of Microsoft Dynamics CRM.

Production of a report highlighting the critical issues identified during the review and also the non-critical
issues identified during the review including recommendations and workaround where possible.

Requirements Review
The objective this section is to review the high-level functional requirements; high-level business processes and
desired integrations for the customers implementation in order to identify potential issues for implementation.
Once the high-level functional requirements, high-level business processes and high-level integration requirements
have been received the review can commence.

Reviewing Functional Requirements

The objective of this section is to ensure that the customers functional requirements will be supportable and
implementable within the targeted Microsoft Dynamics CRM product. In order to do this the consultant should have a
good understanding of Microsoft Dynamics CRM. When performing the high-level functional requirements review,
follow the steps below.

Take each customer high level functional requirement in turn and match it to the relevant module of
Microsoft Dynamics CRM.

Software Assurance | Implementing Microsoft Dynamics CRM

If the functional requirement does not match against any module and a new module would need to be
produced in order to satisfy the requirement then this should be documented as a non-critical issue.
If the functional requirement can be matched against the module, but the area of functionality that it
maps to cannot be changed or modified to meet the functional requirement then this should be
documented as a critical issue.

Reviewing Business Process Requirements

This review is designed to ensure that the customers business processes will be supportable and implementable
within the targeted Microsoft Dynamics CRM product. When performing the business process review, follow the steps
below.

Take each customer business process in turn and match it to the relevant module of Microsoft Dynamics
CRM.
If the customers business process does not match any module in CRM, this should be documented in the
report as a non-critical issue as a new module could be produced to support the customers business
process.
Identify the corresponding process map for the Microsoft Dynamics CRM module.
Match the two processes to see where there are differences in sequence or structure.

If the sequence of steps in the customers business process is different to the Microsoft Dynamics CRM
process step sequence, this may be an issue.
If the CRM process map cannot be configured or changed within CRM then this is an issue and it should be
documented as a critical issue.

If the sequence of the steps in the customers business process is the same as CRM, but there are more or
less steps required by the customers business process then this may be an issue.
If the CRM process cannot be modified to include additional steps or to remove undesired steps from the
process then this is an issue and should be documented as a critical issue.

Reviewing Integration Requirements

The objective of this part of the review is to ensure that the customers integration requirements will be supportable
and implementable within the targeted Microsoft Dynamics product. In order to do this the consultant should have a
good understanding of the targeted Microsoft Dynamics Product and its supported integration strategy. When
performing the integration requirements review follow the steps below.

Take each customer integration requirement in turn and determine if this is achievable through Microsoft
Dynamics CRM as a standard/out-of-the-box integration. If this is then there is no issue here.

If the integration is not achievable as standard integration

Check to see if the integration can be configured to meet the customers needs using standing the
integration approach supported by Microsoft Dynamics CRM. If this is possible then there is no issue here.
Check to see if there is a Microsoft Partner that offers such integration as a plug-in to the product that
could be leveraged. If there is then this should be raised as a non-critical issue.
If the integration cannot be achieved by standard integration, dynamics configuration using supported
mechanisms or a partner pre-configured plug-in then this is a critical issue and should be documented as
such.
Check if the integration preferred broker is supported as an integration option by the targeted Microsoft
Dynamics product. If it is not then this is an issue that should be documented.
If it would be possible\acceptable to build a wrapper around the broker that would enable it to be reached
through a supported mechanism. If this approach is feasible then this should be documented as a noncritical issue
If the customer integration must go through the preferred broker platform then this should be
documented as a critical issue.

Software Assurance | Implementing Microsoft Dynamics CRM

Check if the integration can be achieved based on the desired trigger mechanisms from within Microsoft
Dynamics CRM. If the trigger mechanism is not supported then this should be documented as a noncritical issue.

Check if the integration frequency and volume are such that this is likely to cause an issue with
processing then this should be documented as a non-critical issue..

Requirements and Process Review Report

After completing all reviews with the customer, the consultant will have gathered all necessary information to proceed
with the report. As the review of the customer requirements proceeds they should document their findings using the
example report template provided (Requirements & Process Review Final Report_CRM). The agreed scope from the
kick-off presentation meeting should be documented in the final report along with the critical and non-critical issues
identified during the review.

Scoping Assessment
After a customer has been educated on how that Microsoft Dynamics CRM will meet its business requirements, they
will often want to understand the costs associated with implementation, as well as implementation best practices.
Conduct a Scoping Assessment, using a qualified project manager who understands Microsoft Dynamics CRM, to
review the customers implementation requirements against the risk/cost sensitivity profile to determine a high-level
Implementation Plan unique to the clients needs. The objective is to provide the client with a high-level view of the
services costs and the total effort (internal and external) associated with the implementation of Microsoft Dynamics
CRM. At the end of the engagement, the customer will receive a report describing the different implementation options
and a high-level Implementation Plan for moving forward.
The Scoping Assessment provides the following business benefits:

Deeper insight into the implementation and resource plans which lessens the project risk

More accurate project costs that can be used to validate the return on investment (ROI)

Lessened risk and accurate ROI, which strengthen stakeholder alignment and executive sponsorship

Summary
The objective if this section is to provide an implementation and resource plan for a Microsoft Dynamics CRM
implementation, within the Microsoft Dynamics CRM Scoping Assessment phase.
The scope will vary in depth depending on the length of the engagement and the information available for the
implementation plan.

3 Day Engagement: Quick Scope

Usually at this point of the planning customers will be interested in some estimate of resources, time and cost
associated with implementing a CRM solution that estimated to meet the customer requirements and processes
reviewed and prioritize. As part of the Final Report, provide the customer with a high-level pricing estimate for the
recommended next steps including planning and implementation. As you will still need to gather more details in the
planning process, it is suggested that you provide the customer with few different scenario estimates, according to the
number and complexity of the processes to be implemented. Make sure to set the expectations with the customer that
at this point you can only provide a rough estimate that might change as you uncover more details about their
requiremnts and suitable solution architecture.

Software Assurance | Implementing Microsoft Dynamics CRM

5 & 10 Day Engagements: Scoping Assessment

Scope includes:

Several implementation options for consideration

A cost model that allows the client to do what-if analysis on resource allocation and changes in project
scope

A benefits analysis comparing and contrasting the two most appropriate implementation options

A summary of the findings built into an implementation plan, giving the client clear guidance on how to
move forward

Validation of the plan with business and IT subject matter experts

A review with the Project Sponsor, providing results and soliciting feedback for incorporation into the
final report

The Scoping Assessment process assumes that a Fit-Gap & Solution Blueprint process (or some other process to
determine configuration and customization effort) has been completed.
The following deliverables will be part of the project:

High-Level Costing Worksheet. This is a Microsoft Office Excel-based worksheet that allows the client
to evaluate a Microsoft Dynamics CRM 2011 project at a high level. It provides a cost model that the
client can use to evaluate various options, such as the mix of consultant vs. in-house, the location of
various project participants relevant to the project team location, etc.

High-Level Implementation Plan. The implementation plan is estimated to be a 30-to-40-page

business-focused, nontechnical document that analyzes two or more implementation options, including
the following:

Implementation Guiding Principles

Potential Implementation Options

Proposed Implementation Approach

High-Level Project Gantt Chart

Resource Plan and Proposed Project Organizational Chart

Project Effort and Cost Estimates

Critical Assumptions

Project Role Descriptions

The following items are out of scope:

Configuration, customization or any form of prototyping

Business process re-engineering

Development of detailed functional or technical specifications

Development of detailed project plans or detailed cost estimates

A proposed technical architecture

A working production environment

ROI calculations and Total Cost of Ownership (TCO) analysis

Any other items not explicitly defined as in-scope

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This section should not include recommendations that came as a result of the engagement. Recommendations will be
documented in the Microsoft Dynamics CRM Scoping Assessment deliverable at the end of the engagement.

Summary of Tasks

Risk Assessment
Usually the risks with a business-case engagement are related to inadequate or poor understanding of the customers
business requirements and drivers, and/or an incomplete Scoping Assessment. These risks may require additional
workshops.

Build Cost-Model Spreadsheet

The Project Manager will use an easy-to-understand dynamic Cost Model that allows the customer to do a what-if
analysis based on:

Client/Partner/MCS resource mix.

Resource-source location and expense assumptions.

Project Scope.

Generate Implementation-Plan Report

The Project Manager will develop a high-level Implementation Plan that:

Is prepared by a Project Manager experienced in Microsoft Dynamics CRM 2011 implementations.

Is based on proven Sure Step implementation methodology for Microsoft Dynamics.

Provides an objective evaluation of the various implementation options.

Provides an understanding of the types and number of resources required for a successful
implementation.

Establishes business priorities in terms of cost vs. time vs. scope

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Management Review and Validation

As the final iteration, the Project Manager will calibrate the Cost Model and the Implementation Report with the Project
Sponsor and get buy-in. He or she will update the Cost Model and the Implementation Report with feedback from the
Project Sponsor in order to generate the final deliverable.

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High-Level Solution Architecture Design

Summary
The goal of this section of the engagement is to determine the degree of fit and amount of development and
customization required for utilization of Microsoft Dynamics CRM in the business processes of your customer. This task
will be achieved through a series of workshops and demonstrations to the customers IT and business subject matter
experts.
The completed section will include demonstration and supporting details to shows how Microsoft Dynamics CRM can
meet the customers needs, and a list of next steps including hardware requirements, a Proof of Concept (POC), and
full implementation. Just as important, this section will provides the consultant with a deep understanding of the
customers environment and the infrastructure required to support their business needs. This will help in the
implementation phase of the project.
This section of the engagement should assess the fit of the solution to the customer requirements; develop a highlevel solution architecture, and prescriptive guidance about infrastructure and hardware requirements for a Microsoft
Dynamics CRM deployment. The objective of the Solution Architecture Design is to show the customer exactly what
type of Microsoft infrastructure is required to support their Microsoft Dynamics CRM business system and the overview
of the necessary hardware specifications.
The goals of this section are:

Validation of the degree of fit of Microsoft Dynamics CRM to the customers requirements based on
business requirements, and determination of the associated development and configuration costs

Business buy-in and support for Microsoft Dynamics CRM as a solution the customer needs.

Identification of an implementation strategy and its associated design, build, test, deploy and support
phases

Discovery of non-developmental project costs and a supporting resource plan

Determination of the various staffing alternatives, cost options, and their implications, to allow the
customer to select the right cost versus benefit compromise

Removal of technical objections, obstacles, and or risks (real and perceived) that may prevent the
customer from adopting Microsoft Dynamics CRM

Provide the customer with a solution architecture that is customized for their specific business needs

Discover new business opportunities while addressing known business issues

In-Scope

Validation of a prioritized list of requirement.

Estimate of degree of fit (identification of what is native functionality, configuration, or customization)

Configuration and Customization Labor Estimate for each requirement

Solution Architecture and high level blueprint (how Microsoft Dynamics CRM will be used)

Out-Of-Scope

Detailed functional and technical specifications

Detailed to-be process maps, training documentation and end-user training

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Detailed project plan, Return On Investment (ROI) calculation and Total Cost of Ownership (TCO) analysis

Any other items not explicitly defined as in-scope

Information Gathering
The following describes the steps, requirements, resources, and tools for information gathering for the Gap-Fit Analysis
& High-Level Solution Architecture Design section of the engagement.
For the purpose of this section, the only environment the consultant needs to be concerned with is the current
production environment.
Throughout the interviewing process, the delivery consultant is expected to take notes. The consultants notes will be
used as inputs for customer deliverable document.
As part of the information-gathering process, the consultant also has the opportunity to identify which Microsoft
Dynamics CRM functionality to manage, as required by the customer:

Activities

Leads

Opportunities

Accounts

Contacts

Quotes

Orders

Invoices

Cases/Incidents

Contracts

Sales Literature

Competitors

Goal Management

Connections

Initial Demonstration
The demonstration meeting is the first meeting of the High-Level Solution Architecture Design section and has the
following objectives:

An opportunity for the consultant to demonstrate the out-of-the-box capabilities in Microsoft Dynamics
CRM

Confirm expectations

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Gather basic information about additional functionality the customer can readily identify during the
demonstration

Get an initial assessment as to whether the standard security roles available in the vanilla Microsoft
Dynamics CRM product are sufficient for the customer

Figure 1 Microsoft Dynamics CRM 2011 Outlook Client Screen Shot

Example: The Sales Business Process at Client X

During this workshop the delivery consultant will present to customer business subject matter experts a standard
process diagram as a baseline for discussion. The following diagram is an example Sales Process diagram that could
be used to drive the discussion around the Sales Process. Use a process diagram that is relevant to your customers
business requimrnets.

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Figure 2 Diagram to be used as baseline discussion of the customers Sales Process

The following outcomes are expected from this workshop:

Determine how much the standard Microsoft Dynamics CRM Sales Process differs when compared to
customers process

Assess the required level of customization required to align to the customers requirements

Identify changes to the standard Microsoft Dynamics CRM Workflow that will be necessary or required

Identify any data outside of Microsoft Dynamics CRM that will be required to support the customers
Sales Process workflow

Have the customer define the different level of approvals required during the Sales Process

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Figure 3 Sales Process

Integration
During this process, the consultant will have a chance to interview and gather requirements for systems integration
with:

UI level integration via Customer Care Accelerator (CCA)

External systems, also called legacy systems

Other Microsoft products such as:

Microsoft Exchange
Microsoft Office additional resources o

Microsoft Dynamics CRM 2011 and Microsoft Office 2013

Outlook 2013 and Dynamics CRM 2011 Client

Microsoft SharePoint Server additional resources can be found on TechNet

o

Install and deploy SharePoint 2013

Microsoft SQL Server - additional resources can be found on TechNet

o

SQL Server requirements and recommendations for Microsoft Dynamics CRM

SQL Server deployment

Microsoft .NET

Data Migration
Data migration involves a review of the scope of data migration as defined during the kickoff meeting. This review
provides a starting point for the delivery consultant, key users and IT team members to identify data migration
requirements.

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Solution Design
After information-gathering is complete, the delivery consultant will have a number of reports, tools, outputs, and
interview documents that will be used as inputs for the customer-deliverable document.

Write Report
At this point, the delivery consultant is in the position to determine the high-level proposed solution design, and write
the report.

Findings and Review (Customer Deliverable)

Once the Solution Architecture report has been created, the consultant needs to schedule a review meeting with the
customer. The consultant should address all objectives agreed upon at the beginning of the engagement. There will be
generally two types of recommendations: one that leads to other program engagements and others that lead to
customized Microsoft partner engagements.
The consultant should gather all results throughout the engagement and create a list of recommendations as inputs for
the customer deliverable document.

References

Microsoft Dynamics CRM 2011 Implementation Guide

Optimizing and Maintaining the Performance of a Microsoft Dynamics CRM 2011 Server Infrastructure

Optimizing and Maintaining Client Performance for Microsoft Dynamics CRM 2011 and CRM Online

Microsoft Dynamics CRM 2011 Performance Counters

Microsoft Dynamics CRM 2011 system requirements

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Proof Of Concept
Summary
Once the customer has a good understanding of the solution and the recommended implementation and requirements,
the partner should perform a limited (depending on the complexity of the solution) proof of concept (PoC) that will
allow the customer to test the solution with its processes, data and users. It is recommended to use CRM online for the
PoC. The PoC can also be left behind for the customer to use for continued testing and support for gathering
stakeholder buy-in.
This section provides the details of deploying the Accelerated POC with CRM Online scenarios. This POC is an example
of generic sales process implemented in CRM Online 2011, and covers almost all phases of a typical sales process. This
POC demonstrates how quick, easy and effective CRM Online 2011 framework can be along with analytics using
dashboards and seamless integration with Microsoft Office Outlook.

Example System Configuration

There is only one business unit in the system.
There are three custom security roles in the system, and they are

Sales Rep

Sales Manager

VP Sales

The sales territories are:

Midwest

Northeast

Southeast

Southwest

West

There are states which correspond to each territory and each territory has one manager. To track regional data, two
custom entities (Country and State), are created.
The user interface is tailored based on the role. For example, users having the above roles cannot see Marketing and
Service related links on the left hand navigation pane. Their links are hidden in the CRM sitemap xml file by using a
custom entity called Configuration (by restricting all privileges to these specific roles) for more details on this; navigate
to Modifying Left navigation links visibility by modifying Sitemap There are no plugins or custom workflow activities in
the system.

Importing Solution
The release package contains the solution package POC_1_0_0_1 .zip, import the solution package in CRM 2011
online and publish the customization changes.

Importing Data
The release package contains sample data to be imported. It includes Accounts, Leads, Opportunities, Products, States
and Sales Territories. Follow the below steps to import data

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1.

Click on Import Data button and browse the zip file of data which is available in the package.

2.

Select default data map and click Next.

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3.

Click on State entity, and select the State option in source required fields. You dont need to map the fields of
any of out of box entities.

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4.

Click Next and select an Owner. (Remember to reassign these records among all Sales Persons )

5.

Click submit to end data import wizard.

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Configuring Users, Teams, Queues, and Security Roles

1

Users should be manually added to the System.

There is no need to create Security Roles, as they come as part of solution.

Users should be given necessary roles, for example, Sales Managers and Sales Person.

Create a Team called Sales Managers. This is required since Microsoft Dynamics CRM 2011 does not support
role-based dashboards, access to some dashboards is only given for Sales Managers by using a team called
Sales Managers.

Create a Queue called Unassigned Leads.

Create a record for Country called United States. Go to States and make United States as the Country for all
State records.

Change Lead Routing Workflow

a.

Go to Settings->Processes and open Lead Routing workflow, the workflow will show error for leads
assignment step for Andrew Simons user (as this user may not be present in your CRM system). To
correct the error click on Assign to lookup, select the appropriate user (this should be Sales Manager
user).

b.

Change workflow step which assigns lead to queue, go to Assign lead to Unassigned Leads stage and
click Set properties.

c.

From the available queues, select Unassigned Leads and click OK.

d.

Update Territory lookup value in each step used.

e.

Save and Activate all process.

Configuring Dashboards
1

You will need to create and configure a user owned dashboard called Team Workload.

To create a dashboard, Login as Administrator, go to Dashboards area in Workplace, Click New button on ribbon.

The dashboard should accommodate 3 charts and select the following options while adding charts to Dashboard.

Default View

View Selector

Default Chart

Leads Owned By My Direct Reports

Off

Leads by Owner (My Reports Only)

Opportunities Owned By My Direct

Reports

Off

Opportunities by Owner (My Reports

Only)

Goals Owned By My Direct Reports

Off

Goals by Owner (My Reports Only)

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The dashboard should look like the following.

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Share this dashboard with Sales Managers Team so that Managers can utilize these dashboards to check Team
workload and track team progress etc.

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Configuring Outlook client for CRM 2011 online

Download the Outlook Installer and configure the Outlook client for CRM 2011 Online.

Configuring Field Level Security Profile Changes

Field level security profile changes
1

Open the Accelerated POC solution and navigate to Field Security Profiles and open Quote approvers and click on
Users->Add, Select users having Sales Manager role and click Add and then OK.

Open Quote Status reader navigate to Users->Add, select users with Sales person security role and close the
window

Setting up Internet Lead Capture

1

Navigate to Sales area and choose Internet Lead Capture.

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6.

Click button Get Started. The wizard is straightforward to create a page.

Also, add the attributes as you can see in the following screenshot.

Modifying Left navigation links visibility by modifying Sitemap

In this solution left navigation sections Marketing and Service are hidden for certain roles like Sales Rep, to
control the visibility of the left navigation Sections/Entity links , set minimum Read permissions on bvps_configuration
entity for the given role

After granting permissions for the role, export solution (which includes Sitemap component), extract solution zip file,
edit customization.xml file and add Privilege node (shown below) to SubArea node of Sitemap xml node. This node tells
the system to show the link (SubArea) for the user if user Role has minimum read permissions on bvps_configuration
entity

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<Privilege Entity="bvps_configuration" Privilege="Read" />

A sample Area xml from Sitemap (this xml is used to completely hide Service left navigation section for a role)
<Area Id="CS" ResourceId="Area_Service" Icon="/_imgs/services_24x24.gif"
DescriptionResourceId="Customer_Service_Description">
<Group Id="CS">
<SubArea Id="nav_apptbook" ResourceId="Homepage_AppointmentBook"
DescriptionResourceId="AppointmentBook_SubArea_Description" Icon="/_imgs/ico_18_servicecal.gif"
Url="/sm/home_apptbook.aspx"
AvailableOffline="false">
<Privilege Entity="activitypointer" Privilege="Read" />
<Privilege Entity="service" Privilege="Read" />
<Privilege Entity="bvps_configuration" Privilege="Read" />
</SubArea>
<SubArea Id="nav_cases" Entity="incident"
DescriptionResourceId="Cases_SubArea_Description"
GetStartedPanePath="Cases_Web_User_Visor.html"
GetStartedPanePathAdmin="Cases_Web_Admin_Visor.html"
GetStartedPanePathOutlook="Cases_Outlook_User_Visor.html"
GetStartedPanePathAdminOutlook="Cases_Outlook_Admin_Visor.html">
<Privilege Entity="bvps_configuration" Privilege="Read" />
</SubArea>
<SubArea Id="nav_accts" Entity="account"
DescriptionResourceId="Account_SubArea_Description"
GetStartedPanePath="Accounts_Web_User_Visor.html"
GetStartedPanePathAdmin="Accounts_Web_Admin_Visor.html"
GetStartedPanePathOutlook="Accounts_Outlook_User_Visor.html"
GetStartedPanePathAdminOutlook="Accounts_Outlook_Admin_Visor.html">
<Privilege Entity="bvps_configuration" Privilege="Read" />
</SubArea>
<SubArea Id="nav_contacts" Entity="contact"
DescriptionResourceId="Contact_SubArea_Description"
GetStartedPanePath="Contacts_Web_User_Visor.html"
GetStartedPanePathAdmin="Contacts_Web_Admin_Visor.html"
GetStartedPanePathOutlook="Contacts_Outlook_User_Visor.html"
GetStartedPanePathAdminOutlook="Contacts_Outlook_Admin_Visor.html">
<Privilege Entity="bvps_configuration" Privilege="Read" />
</SubArea>
<SubArea Id="nav_answers" Entity="kbarticle"
DescriptionResourceId="Article_SubArea_Description"
GetStartedPanePath="KB_Web_User_Visor.html"
GetStartedPanePathAdmin="KB_Web_Admin_Visor.html"

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GetStartedPanePathOutlook="KB_Outlook_User_Visor.html"
GetStartedPanePathAdminOutlook="KB_Outlook_Admin_Visor.html">
<Privilege Entity="kbarticle" Privilege="Read,Write,Create" />
<Privilege Entity="bvps_configuration" Privilege="Read" />
</SubArea>
<SubArea Id="nav_contracts" Entity="contract"
DescriptionResourceId="Contract_SubArea_Description"
GetStartedPanePath="Contracts_Web_User_Visor.html"
GetStartedPanePathAdmin="Contracts_Web_Admin_Visor.html"
GetStartedPanePathOutlook="Contracts_Outlook_User_Visor.html"
GetStartedPanePathAdminOutlook="Contracts_Outlook_Admin_Visor.html">
<Privilege Entity="bvps_configuration" Privilege="Read" />
</SubArea>
<SubArea Id="nav_products" Entity="product"
DescriptionResourceId="Product_SubArea_Description"
GetStartedPanePath="Products_Web_User_Visor.html"
GetStartedPanePathAdmin="Products_Web_Admin_Visor.html"
GetStartedPanePathOutlook="Products_Outlook_User_Visor.html"
GetStartedPanePathAdminOutlook="Products_Outlook_Admin_Visor.html">
<Privilege Entity="bvps_configuration" Privilege="Read" />
</SubArea>
<SubArea Id="nav_services" Entity="service"
DescriptionResourceId="Service_SubArea_Description"
GetStartedPanePath="Services_Web_User_Visor.html"
GetStartedPanePathAdmin="Services_Web_Admin_Visor.html"
GetStartedPanePathOutlook="Services_Outlook_User_Visor.html"
GetStartedPanePathAdminOutlook="Services_Outlook_Admin_Visor.html">
<Privilege Entity="bvps_configuration" Privilege="Read" />
</SubArea>
<SubArea Id="nav_goals" Entity="goal" DescriptionResourceId="Goals_SubArea_Description"
Icon="/_imgs/ico_18_9600.png">
<Privilege Entity="bvps_configuration" Privilege="Read" />
</SubArea>
<SubArea Id="nav_metric" Entity="metric" DescriptionResourceId="Metrics_SubArea_Description">
<Privilege Entity="bvps_configuration" Privilege="Read" />
</SubArea>
<SubArea Id="nav_goalrollupqueries" Entity="goalrollupquery"
DescriptionResourceId="GoalQueries_SubArea_Description" Icon="/_imgs/ico_18_9602.png">
<Privilege Entity="bvps_configuration" Privilege="Read" />
</SubArea>

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</Group>
</Area>
Finally zip customization.xml file and import the solution.

Publishing customizations
Finally publish the solution.

Lead Capture
Leads can be generated through various sources such as:
a

Convert leads from email messages in Microsoft Outlook

Internet Lead Capture (Only for U.S. customers)

Import bulk leads

Manually create leads

Convert leads from emails in Microsoft Outlook

Leads can be created by converting email from Microsoft CRM Outlook client.

Internet Lead Capture(Only for U.S. customers)

Internet Lead Capture is a feature in CRM 2011 Online which enables to capture leads from the Internet. A new landing
page has been created in the system whose URL can be integrated in the website or can be sent to customers via
email or can be used in online advertising campaigns.
New attributes have been added such as Reason for Contacting, Information Desired apart from out of box lead
attributes.
As soon as user enters information and submits the form, data is transferred to the CRM and it has the provision for
users to validate data as leads. Multiple landing pages can be created and monitored for performance.

Import bulk leads

If sales representatives have the data captured in an excel sheet, it can be imported into CRM by using the out of box
data import functionality.

Manually create leads

Creating leads manually in CRM is straightforward. One can create lead either from the Microsoft Outlook client or web
client.

Lead Allocation/Routing
Lead allocation by Sales Manager to Sales Person is purely manual. There is a dashboard Team Workload which
appears only for roles Sales Managers. This dashboard contains the details of the number of leads each team
member is working on, number of leads that are successfully converted into opportunities, and number of leads that
are disqualified. The Manager can further drilldown by clicking on the chart. The Manager has the ability to view team
member past performance since it also shows disqualified and qualified leads against each team member.

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Lead Routing workflow :

The Lead Routing workflow routes leads originating from U.S. region depending upon State/Region information present
on the form. If there is no region data present on the lead form, the workflow routes it to the Unassigned Leads queue.
Since each territory has a manager, the manager can further assign to someone in his team with the help of the Team
Workload dashboard.

Lead Scoring Workflow:

Lead scoring functionality is achieved by a workflow. The following factors are taken into consideration for lead scoring:
1

Completeness of address

Contact Numbers and Email

Number of Employees

Location of Lead

Annual Revenue

There is a new integer attribute called Lead Score on the scale of 0 to 100. This attribute value will be incremented
or decremented based on the above listed factors

Lead scoring Workflow

A workflow is triggered when a lead is created in the System. The initial lead score is 0. It will be incremented as
follows.
1

If it contains all address fields, lead score will be incremented by 15.

If it contains any phone number, lead score will be incremented by 20.

If it contains Email, lead score will be incremented by 20.

If it has a website, lead score will be incremented by 5.

If there are 0-50 employees , lead score will be incremented by 5.

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If there are 50-100 employees , lead score will be incremented by 10.

If there are 100-500 employees , lead score will be incremented by 15.

If it has more than 500 employees, lead score will be incremented by 20.

If revenue is between 0-1 million, lead score will be incremented by 5.

10 If revenue is between 1-10 million, lead score will be incremented by 10.

11 If revenue is between 10-100 million, lead score will be incremented by 15.
12 If revenue is more than 100 million, lead score will be incremented by 20.
When a lead is created in the system, initially it calculates the lead score by using the above parameters.
There is also a task created for the Sales Rep to contact the customer to get the details. Then the Sales Rep talk with
the customer and complete the information which will update the lead score.

Opportunity Management
Once the lead is converted into an opportunity, it undergoes three pipeline stages.
The pipeline stages are:
1

Qualification

Discovery

Proposal

Negotiation

The attribute Pipeline Phase is not editable. In each stage, there is an activity created which has to be completed to
advance to the next stage. The priority attribute is automatically changed according to the pipeline phase. If the
opportunity is in the qualification stage then the priority is low, if it is in discovery then medium, and if it is in proposal
or negotiation then the priority will be High.

Opportunity Assignment
Similar to Lead, the Manager can make use of the Team workload dashboard to determine the number of opportunities
his or her team members are working on. The following chart is the Sales Managers view of the opportunities currently
being worked on by his or her team. (This chart is part of the Team Workload dashboard)

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Goal Management
The Sales Manager can set goals for each Sales Person and track them individually. To create a goal, navigate to the
Sales area and click the New button. Goal metrics, time period, goal criteria and targets can be set. A goal can have
child goals. Goal metrics of child goals will be rolled up to the parent goal. The following chart Is a managers view of
the goal achievement by the team. (This chart is part of the Team Workload dashboard)

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Quote/Contract Development
When the quote is created, a workflow will be triggered and an email notification is sent to the manager to approve the
quote. The Sales Manager will approve or reject the quote by selecting the appropriate value for a custom option set
attribute. The option set will have the options below:

Approved

Rejected

Pending

These options can only be changed by the Manager. When the Manager approves or rejects the quote, a notification
email is sent to quote owner. If the Manager rejects the quote, and Sales person revises the quote, and the approval
email will be sent to manager and the cycle repeats. New revisions of the quote will be generated. On approval, the
quote gets activated automatically. The Sales person opens the approved quote and exportsthe Quote report in the
apropriate format and emails it to the customer. Once the customer approves the quote, the Sales person creates the
Order.

Contract Conversion
The Sales Rep creates an order for the customer. An automated email is sent to the customer informing him about the
order generation and that an invoice will be sent in 48 hours. An email is also sent to the manager as a notification on
the order generation.
The Sales person generates the invoice and sends it to customer. The Sales Rep then marks the invoice as paid once
the customer has made the payment and the opportunity closes as won.

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Appendices
Proof of Concept Process Flow
The process flow of the five scenarios for Accelerated Proof of Concept with CRM Online are shown in the diagrams
below:

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