Demo Script OverviewMicrosoft Dynamics CRM Base DemoVersion: 1.2.0
Last updated: 5/6/2023
This is a working document as we grow out the base demo scenario, please contact [email protected] or [email protected] with document issues.
Last updated: 4/30/2012 Page 1
Table of Contents
OVERVIEW.............................................................................................................................................................................................................. 3Key Messages...................................................................................................................................................................................................... 3
Key Technologies................................................................................................................................................................................................. 3
DEMO PERSONAS.................................................................................................................................................................................................. 4
SETUP AND CONFIGURATION.............................................................................................................................................................................. 4
DEMO SCRIPT......................................................................................................................................................................................................... 5
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Overview
The Microsoft Dynamics CRM Base Demo is an online demonstration of a “Business Solution from Microsoft” highlighting Microsoft Dynamics CRM Online, Office 365, and Windows Azure. The goal of the Microsoft Dynamics CRM Base Demo is to allow Microsoft Field and Partners to have an easy to setup online demonstration environment that can be used to show customers the core CRM Online capabilities and value.
Key Messages
Demonstrate a “Business Solution from Microsoft” demo showcasing Microsoft Dynamics CRM Online, Microsoft Office 365, and Windows Azure. Tells a story about how sales organizations leverage social, mobile and cloud-based business applications to amplify sales and drive productivity.
Key Technologies
Microsoft Dynamics CRM Base Demo uses the following technologies:
Activated Windows Live user accounts Scenario-based Data Configured Document Management Customized CRM Online Solutions Customer & Partner Portal Solutions
Provisioned Office 365 users Customized SharePoint Online experience Configured Document Set with Sales
templates Populated Slide Library Deployed CRM Grid Component Solution
Hosted by CRM PMG Personalized Customer & Partner Portals Blob & Table Storage to host DemoBuilder,
configurations and supporting documentation.
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Demo Personas
Microsoft Dynamics CRM Base Demo is a scenario based demonstration with data built around Inside & Sales Person personas. The fictitious company, Proseware, is a worldwide organization and the demonstration will be populated with data assigned to the users in each region. The addresses for the Leads, Accounts and Contacts have been internationalized to properly display maps within the associated region. In order to provide relevance to your demonstration scenario login to CRM Online and Office 365 according to the credentials for your region highlighted below.
North America EMEA APAC LATAMInside Sales
Windows Live ID kenm_<uniquename>@crmdemona.ms kenm_<uniquename>@crmdemoeu.ms kenm_<uniquename>@crmdemoap.ms kenm_<uniquename>@crmdemona.ms
Office 365 kenm@<uniquename>.onmicrosoft.com kenm@<uniquename>.onmicrosoft.com kenm@<uniquename>.onmicrosoft.com kenm@<uniquename>.onmicrosoft.com
Sales Person
Windows Live ID terrya_<uniquename>@crmdemona.ms markh_<uniquename>@crmdemoeu.ms lorip_<uniquename>@crmdemoap.ms jillf_<uniquename>@crmdemona.ms
Office 365 terrya@<uniquename>.onmicrosoft.com markh@<uniquename>.onmicrosoft.com lorip@<uniquename>.onmicrosoft.com jillf@<uniquename>.onmicrosoft.com
Setup and Configuration
Prepare your demonstration environment using Demo Builder Configure your PC with a demonstration profile - For more details reference the Setup Guide. Reference the Email sent from Demo Builder containing all necessary documentation links and user names specific to your deployed demo.
Before delivering the demonstration, you should perform the following tasks:
Log into your demo PC with the Demo Persona’s profile Ensure that Lync is logged in and functioning ok Start IE and open the Customer Portal URL Open new Tab and log into the SharePoint Portal as the correct demo Persona Open new Tab and log into the Dynamics CRM Online Site as the Sales Rep Persona Open Outlook and ensure that email and access to CRM is functioning
Clean out the data that will be used again during this demonstration
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Demo Script
Inside Sales Click Instructions Talking Points
1. CS1: Click Products Our Company Proseware sells Microsoft Dynamics as well as other Microsoft Online offerings and provides services around these products. We start with a customer landing on our company website via a social post. Here the customer is interested in one of our products so they drill into our site which is running with data from Dynamics CRM and is hosted in Azure.
2. CS2: Click More Information.... The customer wants to receive some more information on CRM Online.
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3. CS3: Click Auto Populate to add First Name, Last name, Company and Email
In this demo we added an auto populate button which automatically fills in the form so we do not have to do all the typing but it will fill in the name, company and email.
4. CS4: Page Down We need to page down to submit the form.
5. CS5: Click Submit The form is now submitted to CRM where the information will be used to create a Lead
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6. CS6: Close Tab The customer closes the Web Site
7. CS7: Click Refresh We are now looking at Microsoft Dynamics CRM as the inside Sales Rep Ken Mallit. Ken is looking at his dashboard and refreshes his Activity Feed wall to see if there are any new posts
8. CS8: Click Justin Harrison Ken notices a new lead from Justin Harrison that has come from the company website. This is the lead that was created from the customer going to the web site and requesting more information. CRM was able to create the lead, add an activity feed and route the lead. Ken wants to follow up so he just clicks into the post.
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9. CS9: Click Enrich The lead opens up and the first thing that Ken wants to do is see if he can do a little research by adding to the data that the customer typed in at the website. He clicks on the enrich button that calls a data augmentation service provided by the Windows Azure Data Market.
10. CS10: Click Contoso - North America Ken can see that the multiple addresses were returned for the account of Contoso. He chooses Contoso – North America as the correct company and lets the service update the CRM record.
11. CS11: Scroll Down Ken notices that the CRM record was updated with the phone number.
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12. CS12: Click Analyze As he scrolls down he can see that the company website along with annual revenue is added. He decides that this company fits the profile that he is looking for and wants to further analyze this lead to see if it will turn into an opportunity for an outbound sales rep to follow up on.
13. CS13: Click No A dialog comes up that will walk Ken thru a conversation with the customer, Justin. This dialog has branching and to show this we will answer No to the first question to see where the branch takes us.
14. CS14: Click Next We select Next to forward the dialog
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15. CS15: Click Previous As you can see the branch then takes us to a question where we can reschedule with the customer. Let’s go back and see where the other branch will take us.
16. CS16: Click Yes We select Yes to the question to continue with the analysis
17. CS17: Click Next Selecting Next will move the dialog forward
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18. CS18: Click Next Here we can see that a number of questions have been prepared for us to ask the customer so we can make sure that we have the necessary information to qualify this lead. This can be a call script or just some key points that Ken needs to make sure that he asks during his conversation with the customer. This allows us to continually guide the sales rep in gathering the needed information.
19. CS19: Click No We decide to let the outbound sales rep schedule the next appointment with the customer and select No.
20. CS20: Click Next Selecting Next progresses the dialog forward.
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21. CS21: Click Next The dialog not only kept Ken on task with gathering information but also created the needed records at the conclusion of the call. These records have been automatically assigned and filled in with the information that was gathered during the call with Justin.
22. CS22: Click Finish We finish the dialog as the call is now over.
23. CS23: Click Save and Close We are still in the Lead which is now qualified so we save and close it.
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24. CS24: Click Refresh Ken then refreshes his feeds within his dashboard.
25. CS25: Click Anywhere Ken can see that the system not only created the additional records during the dialog but also created a post for Terry Adams that a new Opportunity has been created from a Lead that came in via the website.
This ends the Inside Sales Rep Scenario. We will continue with the outside sales rep picking up the opportunity and running with it.
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Mobile CRM Click Instructions Talking Points
1. CS1: Click What’s New Terry Adams is the outside sales rep and is out on sales calls. Between appointments he checks his Windows phone to see what is new with regards to sales. The app that is on his phone is a mobile app of his Microsoft Dynamics CRM instance.
2. CS2: Click Contoso - North America Terry sees that there is a new opportunity for him. He can see that it has been qualified for him by inside sales so he knows that this needs his attention. He taps the customer name from the post to go into the CRM record.
3. CS4: Click Street Address Here Terry can get more information about the customer and since they seem familiar he wants to see if they are close. By tapping the street address he is taken to a map. Any of the items on the screen that are in blue are contextual to the phone. The numbers will lead to a phone call and the address to a map. This is because the mobile app knows the features of the phone and will utilize
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those available.
4. CS5: Click Directions Arrow When at the Bing Map of the customer address he wants to get directions so he taps the directions arrow.
5. CS5: Click Here Terry then verifies the address with another tap.
6. CS7: Click Back Now the phone reads the directions to Terry so that he can operate hands free while driving to the location.
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7. CS8: Click Back Terry wants to go back and see the contact record associated with this opportunity so he taps the back button.
8. CS9: Click Justin Harrison By tapping on the name ‘Justin Harrison’ he will be taken to the CRM contact record.
9. CS10: Click Back Here he can see information for the contact and can initiate a phone call.
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10. CS11: Click Back After talking with Justin he finds out they need services and some training. For this he will need to engage more of his team to close this opportunity. He taps back to get to the original post.
11. CS11: Click Opportunity Post Now Terry wants to post a comment to the original opportunity post. He does this by tapping on the name of the post.
12. CS12: Click Wall Within the opportunity record he wants to post a comment on the wall so he taps Wall
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13. CS13: Click Here He taps the comment field to enter text.
14. CS14: Click #ENGAGE Here he types in #ENGAGE. This is a hash tag that the CRM system is looking for. The CRM system will fire a workflow that will post an activity to the wall of other groups within the Proseware so that others can join in on this opportunity. There are many ways to do notification like Activity Queues, email and instant messaging. In this example we have chosen a social feed that is part of CRM called Activity Feeds.
15. CS15: Click Back Terry sees his post.
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16. CS22: Click Anywhere Terry is now done with this activity and needs to see another customer before returning to his office where he will have time to follow up on the opportunity.
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Document Management Click Instructions Talking Points
1. CS1: Click Potential Customer - Sort Back in the office, Terry is now looking at his sales dashboard. By clicking on the Potential Customer field heading he can sort his opportunities by customer.
2. CS2: Click Opportunity Record for Contoso - North America
Terry sees his new opportunity from Contoso – North America. This is the opportunity that he was working with on his phone earlier.
3. CS3: Click Record Wall Inside the opportunity he checks if there has been any activity on the opportunity since he commented on it from his phone.
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4. CS4: Click Expand Comments He sees that three people have responded to the feed that the system produced from his #ENGAGE comment. He expands it to see all three.
5. CS5: Scroll Down He can see that folks from all three disciplines have responded so he can now update the opportunity to get the ball rolling.
6. CS6: Scroll Down26.
He scrolls down to the section on the opportunity where the team is tracked.
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7. CS7: Click Technical Sales He enters names in the Technical Sales…
He only needs to enter part of their name and the system will resolve the rest of the name from the list of available users in the system.
8. CS9: Click Project Manager Project Management…..
9. CS9: Click Services Sales And Services Sales…
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10. CS10: Click Here We can see from the jewel next to the user’s names that Lync integration is present. If Terry needs to have a chat with one of the users he can just hover over the name and the Lync in place menu options will appear so that he can interact with them via chat, phone or email.
11. CS11: Click Save Terry saves the current updates to the record so that it will be visible to the folks that he added to the opportunity.
12. CS12: Click Activities The system has automatically assigned the opportunity a sales stage based on the information that has been recorded so far. Since Proseware has a standard sales process that it wants its reps to follow the system also automatically generate activities for Terry. These activities will automatically sync to Outlook so that he can have one integrated place to see and execute on his activities and appointments.
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13. CS13: Click Documents Terry notices that one of the activities is to get a presentation together for the customer. To assist him in this task he is going to rely on the integration between Microsoft Office 365 and Microsoft Dynamics CRM.
14. CS17: Click Anywhere He starts by clicking the documents navigation which will trigger the integration.
15. CS18: Click OK CRM notifies Terry that since this is a new opportunity a document library folder will be created in SharePoint for him. He selects OK but does not have to remember the location as CRM will always have it stored with the opportunity record.
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16. CS19: Click Anywhere The library is being created.
17. CS20: Click Open SharePoint When Terry wants to create some documents associated with an opportunity he has options. He can create them from scratch or he can have SharePoint help him with the creation using Document Sets. This will create a set of documents from templates that corporate has set up to facilitate his sales efforts.
18. CS21: Click Documents Terry selects documents.
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19. CS22: Click New Document Terry selects New Document to begin the creation.
20. CS23: Click Document Set Here he has a choice and chooses Document Set.
21. CS24: Click Name The system asks him for a name to give to these documents.
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22. CS25: Click OK He types in Sales Docs
23. CS26: Click Anywhere SharePoint now creates these documents from templates.
24. CS27: Click Sales Docs - PPT He opens the PowerPoint presentation that was just created.
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25. CS28: Click Open in PowerPoint Terry wants to make some changes and chooses to open the presentation in PowerPoint.
26. CS29: Click Anywhere PowerPoint loads the document.
27. CS30: Click Anywhere At this point Terry wants to add some slides from the corporate library that is in SharePoint. To do this we need to navigate back to our SharePoint site which is still open in the browser.
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28. CS31: Click Slides Terry selects the slide library that corporate marketing put together for use in sales.
29. CS29: Click Here Terry wants to add two slides that are not in the base template.
30. CS30: Click Here Select slide.
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31. CS34: Click Copy Slides Now Terry wants these slides copied into his existing presentation.
32. CS35: Click Keep Format He wants it in his current open presentation and to keep the existing format as to not alter the slides.
33. CS36: Click OK He finished the copy process.
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34. CS37: Click Save to SharePoint Now the slides are in his presentation and he saves the changes back to the SharePoint document folder for this opportunity.
35. CS38: Close PPT He closes the presentation.
36. CS39: Close SharePoint Window Closes SharePoint
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37. CS40: Click Refresh Terry refreshes the document pane in CRM to see the changes.
38. CS41: Click Sales Docs He sees that the document set is now in the folder for this opportunity.
Update Services Click Instructions Talking Points
1. CS1: Click Opportunity All here documents are present I the folder including the updated presentation that contains the slides that were updated from the corporate slide library.
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2. CS2: Click General Now Terry wants to move this sales opportunity forward. Proseware has given him an easy way to do this with a button on the ribbon that will fire off the workflow to move sales opportunities thru the sales process.
3. CS3: Click Move Process Forward Terry moves the process forward and then wants to update the changes to the opportunity but re-calculating it.
4. CS4: Click Calculate Opportunity The opportunity has been moved forward and the system has created more activities for Terry to execute.
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5. CS5: Click Activities Here in Activities Terry sees that the system has added the development of a proposal as an activity with an opportunity in stage three.
6. CS6: Click General Terry wants to add the services component to this opportunity now that he has been in contact with the customer and is ready to get this committed.
7. CS7: Scroll Down Scroll down.
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8. CS8: Scroll Down Scroll down.
9. CS9: Click Services Terry updates the services portion of this opportunity by selecting the service offering and the amount that is forecasted.
10. CS10: Click Consulting Consulting is added.
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11. CS11: Click Revenue
12. CS12: Click Services 2 Implementation is added
13. CS13: Click Revenue 2
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14. CS14: Click Services 3 Training is added
15. CS15: Click Training
16. CS16: Click Revenue 3
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17. CS17: Click Revenue 3 The system will calculate the estimated revenue from the product price x seats x 12 months + the service costs.
18. CS18: Scroll up
19. CS19: Scroll Up We can see the total amount of the opportunity.
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20. CS20: Click Add to Forecast Terry wants to add this to his forecast so that his manager can obtain visibility into his progress and calculate his progress towards quota.
21. CS21: Click Upside Terry also knows that there is opportunity to sell some additional product to another division within Contoso so he adds it to upside. This is a custom field that Proseware added to their implementation and shows that the system can be tailored to a specific business need.
22. CS22: Click Save and Close Terry is done for now and closes the opportunity.
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23. CS23: Click Anywhere We have seen that a customer interaction with a web site can be the trigger of a managed sales process by creating a lead which is qualified into an opportunity that is progressed along a sales process. The system and user participate in workflows that generate social feeds as well as activities that end up in Outlook for true collaboration.
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