01 Implementing Microsoft Dynamics CRM Engagement Guide

Software Assurance Planning Services

Implementing Microsoft Dynamics CRMDelivery Guide

Table of ContentsIntroduction1Overview1Engagement Customization & Exceptions2Pre-Engagement Assessment3Microsoft Dynamics CRM Overview4Summary4Details4Additional Resources4Requirements and Process Review4Summary5Requirements Review5Reviewing Functional Requirements5Reviewing Business Process Requirements5Reviewing Integration Requirements6Requirements and Process Review Report6Scoping Assessment7Summary73 Day Engagement: Quick Scope75 & 10 Day Engagements: Scoping Assessment7Summary of Tasks8Risk Assessment9Build Cost-Model Spreadsheet9Generate Implementation-Plan Report9Management Review and Validation9Gap-Fit Analysis & High-Level Solution Architecture Design10Summary10In-Scope10Out-Of-Scope10Information Gathering11Initial Demonstration11Example: The Sales Business Process at Client X12Integration13Data Migration13Solution Design14Write Report14Findings and Review (Customer Deliverable)14References14Proof Of Concept15Summary15Example System Configuration15Importing Solution15Importing Data15Configuring Users, Teams, Queues, and Security Roles19Configuring Dashboards19Configuring Outlook client for CRM 2011 online21Configuring Field Level Security Profile Changes21Setting up Internet Lead Capture21Modifying Left navigation links visibility by modifying Sitemap22Publishing customizations25Lead Capture25Convert leads from emails in Microsoft Outlook25Internet Lead Capture(Only for U.S. customers)25Import bulk leads25Manually create leads25Lead Allocation/Routing25Lead Routing workflow :26Lead Scoring Workflow:26Lead scoring Workflow26Opportunity Management27Opportunity Assignment27Goal Management28Quote/Contract Development28Contract Conversion28Appendices29Proof of Concept Process Flow29

IntroductionThe 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.

Overview3 days5 days10 days15 days

ActivityEducate & Assess Top Requirements & ProcessesPlan CRM Implementation ArchitectureShowcase & Validate Customer BenefitsDesign & Showcase Integration with Customer EnvironmentSupporting Documents

Pre-engagement AssessmentPre-Engagement Requirements Questionnaire CRM

Microsoft Dynamics CRM OverviewMicrosoft Dynamics CRM_TDM DeckMicrosoft Dynamics CRM_BDM Deck

Requirements & Process ReviewRequirements & Process Review Final Report_CRM

Scoping AssessmentHigh-level estimate of cost, resources & timelineScoping Assessment Report_CRMDynamics Costing Worksheet

High-Level Solution ArchitectureFit Gap Analysis Worksheet_CRMHigh-Level Solution Architecture Report CRM

Proof of Concept (online or on-prem)Accelerators for Microsoft Dynamics CRMand Microosft Dynamics Marketplace

Required Deliverable for PaymentRequirements & Process Review Final ReportHigh-Level Solution Architecture ReportPoC Closeout PresentationPoC Closeout PresentationMSCRM Implementation Guide MSCRM Migration Manager

Engagement Customization & ExceptionsThis 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 ssdpshelp@microsoft.comThese activities are post planning and not supported by Planning Services

Pre-Engagement AssessmentBefore 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 Pre-engagement Requirements Questionnaire before project kick-off. The questionnaire is not designed to give you an in-depth 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 solutionCurrent systems challenges and limitationitCurrent timescales of the customer for changing Architectures and technologies used within the organizationThe 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.

Microsoft Dynamics CRM OverviewSummaryAfter 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.DetailsMake 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 ResourcesMicrosoft CRM Implementation Tool Kit (Claims based Authentication, Implementation Guide, and Planning toolMicrosoft Dynamics CRM Developer Center Microsoft Dynamics CRM 2011 SDK

Requirements and Process ReviewThe 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.SummaryThe 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 RequirementsThe 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.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 RequirementsThis 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 RequirementsThe 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 integrationCheck 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 non-critical issueIf the customer integration must go through the preferred broker platform then this should be documented as a critical issue.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 non-critical 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 ReportAfter 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 AssessmentAfter 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 riskMore 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 sponsorshipSummaryThe 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. 5 & 10 Day Engagements: Scoping AssessmentScope includes:Several implementation options for considerationA cost model that allows the client to do what-if analysis on resource allocation and changes in project scopeA benefits analysis comparing and contrasting the two most appropriate implementation optionsA summary of the findings built into an implementation plan, giving the client clear guidance on how to move forwardValidation of the plan with business and IT subject matter expertsA review with the Project Sponsor, providing results and soliciting feedback for incorporation into the final reportThe 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 PrinciplesPotential Implementation OptionsProposed Implementation ApproachHigh-Level Project Gantt ChartResource Plan and Proposed Project Organizational ChartProject Effort and Cost EstimatesCritical AssumptionsProject Role DescriptionsThe following items are out of scope:Configuration, customization or any form of prototypingBusiness process re-engineeringDevelopment of detailed functional or technical specificationsDevelopment of detailed project plans or detailed cost estimatesA proposed technical architectureA working production environmentROI calculations and Total Cost of Ownership (TCO) analysisAny other items not explicitly defined as in-scopeThis 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 AssessmentUsually 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 SpreadsheetThe 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 ReportThe 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. scopeManagement Review and ValidationAs 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.

High-Level Solution Architecture DesignSummaryThe 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 high-level 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 costsBusiness 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 phasesDiscovery of non-developmental project costs and a supporting resource planDetermination of the various staffing alternatives, cost options, and their implications, to allow the customer to select the right cost versus benefit compromiseRemoval of technical objections, obstacles, and or risks (real and perceived) that may prevent the customer from adopting Microsoft Dynamics CRMProvide the customer with a solution architecture that is customized for their specific business needsDiscover new business opportunities while addressing known business issuesIn-ScopeValidation 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 requirementSolution Architecture and high level blueprint (how Microsoft Dynamics CRM will be used)Out-Of-ScopeDetailed functional and technical specificationsDetailed to-be process maps, training documentation and end-user trainingDetailed project plan, Return On Investment (ROI) calculation and Total Cost of Ownership (TCO) analysisAny other items not explicitly defined as in-scope

Information GatheringThe 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:ActivitiesLeadsOpportunitiesAccountsContactsQuotesOrdersInvoicesCases/IncidentsContractsSales LiteratureCompetitorsGoal ManagementConnectionsInitial 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 CRMConfirm expectationsGather basic information about additional functionality the customer can readily identify during the demonstrationGet 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 XDuring 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.

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 processAssess the required level of customization required to align to the customers requirementsIdentify changes to the standard Microsoft Dynamics CRM Workflow that will be necessary or requiredIdentify 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

Figure 3 Sales Process

IntegrationDuring 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 systemsOther Microsoft products such as:Microsoft ExchangeMicrosoft Office additional resources - Microsoft Dynamics CRM 2011 and Microsoft Office 2013 Outlook 2013 and Dynamics CRM 2011 ClientMicrosoft SharePoint Server additional resources can be found on TechNet Install and deploy SharePoint 2013Microsoft SQL Server - additional resources can be found on TechNet SQL Server requirements and recommendations for Microsoft Dynamics CRM SQL Server deploymentMicrosoft .NETData MigrationData 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.

Solution DesignAfter 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 ReportAt 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.ReferencesMicrosoft Dynamics CRM 2011 Implementation GuideOptimizing and Maintaining the Performance of a Microsoft Dynamics CRM 2011 Server InfrastructureOptimizing and Maintaining Client Performance for Microsoft Dynamics CRM 2011 and CRM OnlineMicrosoft Dynamics CRM 2011 Performance CountersMicrosoft Dynamics CRM 2011 system requirements

Proof Of ConceptSummary 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 ConfigurationThere is only one business unit in the system. There are three custom security roles in the system, and they areSales RepSales ManagerVP SalesThe sales territories are:MidwestNortheastSoutheastSouthwestWestThere 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 SolutionThe 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 DataThe 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

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

Select default data map and click Next.

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.

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

Click submit to end data import wizard. Configuring Users, Teams, Queues, and Security Roles1. Users should be manually added to the System. 1. There is no need to create Security Roles, as they come as part of solution.1. Users should be given necessary roles, for example, Sales Managers and Sales Person.1. 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. 1. Create a Queue called Unassigned Leads.1. Create a record for Country called United States. Go to States and make United States as the Country for all State records.1. Change Lead Routing WorkflowGo 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).Change workflow step which assigns lead to queue, go to Assign lead to Unassigned Leads stage and click Set properties.

From the available queues, select Unassigned Leads and click OK.Update Territory lookup value in each step used.Save and Activate all process.Configuring Dashboards1. You will need to create and configure a user owned dashboard called Team Workload. 1. To create a dashboard, Login as Administrator, go to Dashboards area in Workplace, Click New button on ribbon.1. The dashboard should accommodate 3 charts and select the following options while adding charts to Dashboard.Default ViewView SelectorDefault Chart

Leads Owned By My Direct ReportsOffLeads by Owner (My Reports Only)

Opportunities Owned By My Direct ReportsOffOpportunities by Owner (My Reports Only)

Goals Owned By My Direct ReportsOffGoals by Owner (My Reports Only)

The dashboard should look like the following.

Share this dashboard with Sales Managers Team so that Managers can utilize these dashboards to check Team workload and track team progress etc.Configuring Outlook client for CRM 2011 onlineDownload the Outlook Installer and configure the Outlook client for CRM 2011 Online.Configuring Field Level Security Profile ChangesField level security profile changes1. 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.1. Open Quote Status reader navigate to Users->Add, select users with Sales person security role and close the windowSetting up Internet Lead Capture1. Navigate to Sales area and choose Internet Lead Capture.

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 SitemapIn 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

A sample Area xml from Sitemap (this xml is used to completely hide Service left navigation section for a role)Finally zip customization.xml file and import the solution.Publishing customizationsFinally publish the solution.Lead CaptureLeads can be generated through various sources such as:1. Convert leads from email messages in Microsoft Outlook1. Internet Lead Capture (Only for U.S. customers)1. Import bulk leads1. Manually create leadsConvert leads from emails in Microsoft OutlookLeads 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 leadsIf 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 leadsCreating leads manually in CRM is straightforward. One can create lead either from the Microsoft Outlook client or web client.Lead Allocation/RoutingLead 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.

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 address1. Contact Numbers and Email1. Number of Employees1. Location of Lead1. Annual RevenueThere 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 factorsLead scoring WorkflowA 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 15.1. If it contains any phone number, lead score will be incremented by 20.1. If it contains Email, lead score will be incremented by 20.1. If it has a website, lead score will be incremented by 5.1. If there are 0-50 employees , lead score will be incremented by 5.1. If there are 50-100 employees , lead score will be incremented by 10.1. If there are 100-500 employees , lead score will be incremented by 15.1. If it has more than 500 employees, lead score will be incremented by 20.1. If revenue is between 0-1 million, lead score will be incremented by 5.1. If revenue is between 1-10 million, lead score will be incremented by 10.1. If revenue is between 10-100 million, lead score will be incremented by 15.1. 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 ManagementOnce the lead is converted into an opportunity, it undergoes three pipeline stages. The pipeline stages are:1. Qualification1. Discovery1. Proposal1. NegotiationThe 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 AssignmentSimilar 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)

Goal ManagementThe 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)

Quote/Contract DevelopmentWhen 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:ApprovedRejectedPendingThese 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 ConversionThe 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.

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

Software Assurance | Implementing Microsoft Dynamics CRM8Sheet1CRM Scoping AssessmentCommentsBuild Cost-Model SpreadsheetGenerate Implementation Plan ReportPrepare Workshop for Iteration with Project SponsorCalibrate Cost-Model Spreadsheet with Project Sponsor and get buy-in. Update with feedback.Update Cost Model Spreadsheet Calibrate Implementation Plan Report with Project Sponsor and get buy-in. Update with feedback.Update Implementation Plan Report Deliver final scop assessment to customer