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Microsoft Dynamics CRM Planning Services Upgrading Microsoft Dynamics CRM PARTNER ENGAGEMENT OVERVIEW
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ContentsDocument PurposeThe goal of this document is to provide the engagement consultant with an overview of what is required to deliver the Planning Services engagement, Upgrading 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.
SectionsEngagement OverviewTools & ResourcesPlanning Services Requirements
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Engagement Customization & ExceptionsThis document outlines the steps for a typical Microsoft Dynamics CRM upgrade planning process. The tools and resources reflect tested Microsoft best practices. We understand that not all customers are the same. The intent of the engagement is to assist customers who have purchased Microsoft Dynamics CRM with their upgrade planning, including taking advantage of new features. In order to best address the needs of your customer, please feel free to customize the engagement in the following ways: Edit the Pre-Engagement Questionnaire to more accurately address your
customer’s unique scenarioSkip a phase if you and/or your customer has already conducted it. Please
provide a justification for any skipped steps in your final deliverable. Examples: o If your customer is already familiar with the new features and functionality, skip the workshopo If the initial steps of the engagement are less relevant to your customer, you can start the proof-of-
concept early (or even production pilot, depending on the length of the engagement) using Microsoft Dynamics CRM Online.
o If your customers has a complicated implementation, extend the assessment phase to include extend functional assessment, transforming and adding processes, assessing existing and future integrations with additional tools and system and xRM uses of CRM.
Customize the engagement documents or use your own documents if they are aligned with the engagement steps. Regardless of the templates you use, you will be required to attach the documentation you deliver to the customer to the Planning Service completion Report.
Questions about what are allowable customizations and exceptions? Email [email protected]
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About the Engagement
Upgrading Microsoft Dynamics CRMUpgrading Microsoft Dynamics CRM helps customers analyze the functional and technical gaps of their current Microsoft Dynamics CRM system and create a plan to upgrade to Microsoft Dynamics CRM 2013. This latest version helps customers drive productivity, improve business agility, and realize cost savings. Work with customers to identify the gaps between their current implementation and business objectives.
Test drive the solution using customer data
Assess your customer’s implementation including the technical and functional steps to upgrade
Share the new Microsoft CRM vision and what it can do for your customer
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Engagement Overview & Supporting Documents
Upgrading Microsoft Dynamics CRM
Pre-engagement Assessment Pre-Engagement
Questionnaire
Microsoft Dynamics CRM 2013 Workshop
Workshop PresentationDemo Builder
Workshop Findings Report Template
Demo Demo Builder
Technical Upgrade Assessment
Code Validation ToolAssessment Report
TemplateBasic PoC
Social or Mobile PoC Findings Report Template
Extended PoC or Production Pilot: BI or Mobile & Social
PoC Findings Report Template
Customer Deliverables
Workshop Findings Report
Assessment Report
PoC Findings Report
PoC Findings Report
On-prem implementation guide
Online implementation guide
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Days 1-3
Educate & Assess Top Requirements & Processes
Pre-engagement QuestionnaireAsk the customer to complete the questionnaire in detail. Based on customer response, conduct an initial high-level assessment of the current Microsoft Dynamics CRM implementation and identify: Functionalities that must be corrected in order to preform the technical upgrade Recommended functionalities that should be implemented to support a robust technical
upgrade or support high return on investment of a functional upgrade Recommended out-of-the-box functionalities to replace work arounds and custom code, or
extend current implementation and functionalitiesWorkshopOnce you have assessed the questionnaire and identified major functionalities to be corrected and implemented, help customers create a plan for evolving their CRM solutions with new product capabilities. Discuss the impact of industry trends Explore customer business challenges and goals, review business scenarios to address their
needs Define a vision for the future state of business Create an action plan and summarize next stepsDemoSet up a demo environment to bring relevant solutions to life by leveraging the Demo Builder. Focus on functionalities that might replace custom work implemented in the customer environment. Additionally, review the Dynamics customer Center videos as needed. ReportCreate a summary report outlining the findings of the workshop including: business & IT goals, solution concept and functionalities that need to fixed, action planWorkshop Findings Report
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Demo Builder GuidanceOverviewDemo Builder is a Windows Azure-based ClickOnce app designed to help deploy and configure an online demonstration showcasing Microsoft Dynamics CRM 2013. The Demo Builder will significantly reduce the time required to set-up a cloud demo environment, allowing you to focus on tailoring each demo around your customers’ unique needs. Note: if you have a different environment which you feel is suitable to use to demonstrate the Product benefits you are allowed to use it instead of the Demo Builder environment.
Demo ScenariosDemo Builder deploys scenario-based demonstration data built around different personas to help demonstrate to customers how a business solution from Microsoft can drive better sales performance and customer care effectiveness. The Demo Builder includes scripts which cover two main scenarios:Sales Reimagined. Showcase how Microsoft Dynamics CRM can help deliver more revenue faster, reduce time spent on non-selling activities, and deliver better insights to sales management on pipeline, revenue and salesforce effectivness. Customer Care Excellence. Showcase how Microsoft Dynamics CRM can help increase the number of loyal customers through outstanding customer care experiences by enabeling reps to respond quicker, be better equipped to solve customer issues, and help managers ensure that their teams are operating efficiently with a high degree of first contact resolution. The demo scripts also includes mobile scenario and the option to use a pre-populated demo environment or an empty, customizable demo. Please use the scenarios that are most applicable to your customer and either.
Set-UpBefore you deploy the demo environment, download the script library and follow the instructions on the set-up guide. You will need a Microsoft LiveID in order to deploy the demo. Please allow time for the demo to be deployed (about 90 minutes) and time to get familiar with the script and environment. Note that social integration (Yammer) is only available in North America.
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Days 4-5
Analyze Technical Upgrade Requirements
Technical Upgrade AssessmentConduct an assessment of your customer’s Microsoft Dynamics CRM implementation by using Microsoft’s Code Validation Tool to understand the technical gaps. If you have another tool you prefer to use for the assessment you are welcome to use it.When using JavaScript code in Microsoft Dynamics CRM, it is possible that some code will stop working or cause an error when you upgrade. The Microsoft Dynamics CRM Custom Code Validation Tool helps identify potential problems so that a developer can fix them. Running this tool before upgrade will help identify issues and fix them prior so that the upgrade process can run smoothly.Advanced Technical Upgrade Assessment (optional, recommended)Work with customer IT department to assess the custom work included in the customer current implementation, assess the corrections needed for each of these functionalities to ensure smooth upgrade or recommend functionalities that are better replaced by newly added out-of the box Dynamics CRM functionalities.
Initial Functional AssessmentDuring the workshop identify additional functionalities of the new solution that will help customer better achieve their CRM vision and extend their return on investment. ResourcesTo ensure you include the important consideration for the migration, please review the How to Prepare for the Microsoft Dynamics CRM 2013 Implementation Guide.
Assessment Report
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Review full assessment guidance in the Assessment Report Template
Assessment GuidanceUse the provided Assessment Report Template to summarize the results of the technical and high-level functional assessment of your customer’s current Microsoft Dynamics CRM environment. The Assessment Report should summarize all findings and recommended next steps.
Create the Assessment Report after you have completed the following required activities for 5, 10 and 15 day engagements:• Review the customer-completed Pre-engagement Questionnaire• Review the customer’s requirements, processes and vision (both technical and
functional) as described during the Workshop• Run the Code Validation Tool in the customer environment and analyze the
results. Run the tool in your customer’s Microsoft Dynamics CRM instance to help identify potential issues with custom JavaScript in JavaScript libraries and HTML web resources. The tool will detect issues in the custom web resources that will no longer work after the upgrade is completed (listed on the report as MUST fixes)
• Summarize additional conversations with IT and Business teams regarding custom work and code implemented in their environment (Functional Assessment).
• Additional custom solutions in the customer’s environment, beyond JavaScript components, are not covered by the Code Validation Tool and assessment of these components is optional. However, we do recommend preforming a high-level manual assessment of other custom solutions to identify major issues that MUST or SHOULD be fixed fro a smooth upgrade
• Components that are recommended but optional to assess are: Configuration, SiteMap, ISV and Ribbon, Plug-ins, Workflow assemblies, Custom code, Reports, Web resources
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Social or Mobile Proof of ConceptBased on your customer’s business requirements defined in the Workshop, perform a limited PoC showcasing either Microsoft Dynamics CRM 2013’s enhanced mobile experience or enterprise social enablement, and allow your customer to test the solution with its processes, data and users. It is recommended to use Microsoft Dynamics 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. Please review How to Prepare for the CRM Online Fall '13 Service Update to ensure you are familiar with the latest release. The scenarios below are the recommended to showcase the highly beneficial solutions and functionalities of Microsoft Dynamics CRM 2013. Customize the PoC according to the assessment results, customer requirements, and vision to best demonstrate the solution benefit. You may choose to demonstrate different scenarios based on your customers needs, but you must explain your choice in the PoC Findings Report.
PoC Findings ReportSummarize considerations, chosen scenarios and processes, implementation steps and customer usage, results and next steps.
Days 6-10
Validate Customer Benefits of Social or Mobile
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Days 6-15 (15-day engagement only)
Validate Customer Benefits of Complex CRM Scenarios
Social and Mobile or Business Intelligence Proof of Concept Based on your customer’s business requirements defined in the Workshop, perform a proof of concept showcasing either of the following: Enhanced mobile experience and enterprise social enablement, outlined on the
previous page Business Intelligence with enhanced actionable insights, outlined belowIt is recommended to use Microsoft Dynamics 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. Please review How to Prepare for the CRM Online Fall '13 Service Update to ensure you are familiar with the latest release. The scenarios below are the recommended to showcase the highly beneficial solutions and functionalities of Microsoft Dynamics CRM 2013. Customize the PoC according to the assessment results, customer requirements, and vision to best demonstrate the solution benefit. You may choose to demonstrate different scenarios based on your customers needs, but you must explain your choice in the PoC Findings Report.
PoC Findings Report. Summarize considerations, chosen scenarios and processes, implementation steps and customer usage, results and next steps.
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Proof of Concept Guidance & Requirements
OverviewA proof of concept environment is a required deliverable of the 10 and 15 day engagements. Partners must create an environment using customer data to showcase how the new features and functionalities of Microsoft Dynamics CRM 2013 can be used to meet the customer’s vision, business goals and requirements.
Guidance and Requirements• It is recommended that the PoC be deployed using Microsoft Dynamics CRM Online. Please review How
to Prepare for the CRM Online Fall '13 Service Update to ensure you are familiar with the latest release.
• Information on how to extend CRM trial licenses• Minimum required processes:
• The PoC for 10-day engagements must include at least two processes, preferably for different roles in the relevant organization.
• The PoC for 15-day engagements must include at least three processes, preferably for different roles in the relevant organization.
• Priority Scenarios: Social, Mobile and Business Intelligence are the priority PoC showcase scenarios. If your customer’s needs would be better met by showcasing a different scenario, please explain your resonating in the PoC Report. • The PoC for 10-day engagements, unless otherwise noted, must showcase either Social or Mobile.
Use the scripts provided as part of the Demo Builder to ensure your PoC covers the most beneficial features
• The PoC for 15-day engagements, unless otherwise noted, must showcase either the Social & Mobile or Business Intelligence scenarios
• Deployment option: in cases that a partner are very familiar with the customer environment (was involved in the current installation of Dynamics CRM), the assessment only requires short amount of time and a PoC was preform either on early stages of the engagement or pre-sale efforts, a partner can advance into deployment and start deploying a functional production pilot in the customer environment preferably focusing on the above scenarios.
Required DeliverableSummarize PoC considerations, chosen scenarios and processes, implementation steps and customer usage, PoC results and next steps as part of the PoC Findings Report, which must be delivered both to the customer as the final deliverable that will be also attached to the Planning Services Completion Report you submit to Microsoft.
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Microsoft Dynamics CRM What Changed in Microsoft Dynamics CRM 2013 Check your JavaScript code to prepare for your upgrade Upgrade Scripts to Microsoft Dynamics CRM 2011 Resolve Breaking Script Issues When Upgrading Microsoft Dynamics
CRM Upgrading Microsoft Dynamics CRM 2011 to Microsoft Dynamics CR
M 2013 Microsoft Dynamics CRM blogs, whitepapers and other technical co
ntent Microsoft Dynamics CRM Microsoft Dynamics CRM Community Forum CRM 2013 - Online Training - Train the Trainers
Planning Services Partner Eligibility Requirements Upgrading Microsoft Dynamics CRM
Tools & Resources
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Program Requirements
Partner organizations must:Have a Microsoft Partner Gold Competency in Customer Relationship ManagementBecome an approved provider of SQL Server Deployment Planning Services (SSDPS)
Microsoft Dynamics CRM customers should:Own Microsoft Dynamics CRM licensesHave Software Assurance points available to use for Planning Services Be interested in upgrading to the latest version of Microsoft Dynamics CRMEnable the partner to access relevant data for project success
