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Master of Computer Applications

Batch Year 09-12 Roll No.: 16





Master of Computer Applications

Batch Year 09-12 Roll No.: 16


Company Certificate (hard copy will be attached directly)




This is to certify that Ms/Mr _________________________ Roll No. ___ has completed Project on __________________________________ for the requirement of 3 rd year of Master of Computer Application of University of Mumbai during the year 2010-11.

______________ Internal Guide

_____________ Coordinator MCA

______________ External Examiner

Date: ____________

This project involved the collection and analysis of information from a wide variety of sources and the efforts of many people beyond me. Thus it would not have been possible to achieve the results reported in this document without their help, support and encouragement.

I will like to express my gratitude to the following people for their help in the work leading to this report: Mr.Suresh Menon, Marketing Head and Mr. Ritesh Pandey; Lead Consultant and Project Manager: for their useful comments on the subject matter and for the knowledge I gained by sharing ideas with them. Prof. Davendra Jha; Coordinator: for organizing and coordinating the MCA 2009-12. Prof. Paramita Mukherjee: Project Guide

Table of Contents Sr No. 1. 2. 3.

4. 5. 6. 7. 8. 9. 10. 11. 12. Company Profile Abstract Domain Knowledge Existing System Requirement Analysis Feasibility Study Development Tools/Operating Environments Technical Specification and Design Implementation Testing Conclusion References


Page No.


Report for Communication with Internal Guide

1. COMPANY PROFILE EBT (Enterprise Business Technology Pvt. Ltd) is Microsoft Gold Certified for implementing and providing services of Microsoft products e.g. MS Dynamics NAV & CRM. This project is about accomplishing Functional Activities for implementing Microsoft Dynamic CRM in various

organizations. The project also includes support for MS CRM being provided by EBT to its various clients. For successful deployment and implementation of MS CRM in any organization, it is required to understand the various business processes of that organization. To make CRM solutions fit into MS CRM, it is required to configure and customize the MS CRM system. Various clients can have different- different business processes and requirements.



The main aspect of this project is to understand the business needs of the customer, preparing the business documents for users requirements and generating the functional documents, understanding business mapping and configuration setups in the MS CRM system. On the basis on those requirement documents, MS CRM system is customized and configured to use sales, marketing and service modules. As a Functional Consultant, one is required to have a very good understanding of all the functionalities of MS CRM software. At the same time, one is required to have good knowledge of Customer Relationship Management to provide the clients best possible CRM solutions.

The project report mainly contains description of various tasks completed, standard processes followed, documentation done and configuration & customization performed as a Functional Consultant in following Projects of EBT Pvt. Ltd.

MS CRM implementation and support for ValueAddrions

ValueAdditions a Staffing and Sales Augmentation Company, located in Andheri, Mumbai, India. The company is engages in sales and lead generation for principals companies like Mettler Toledo, OxfordInstruments, Emerson and others To help better manage its business, the company has engaged with Microsoft CRM solution for better managing of Marketing Sales, Service with support from Enterprise Business Technologies Pvt. Ltd.

CRM Service Implementation in EBT (EBT Support)

EBT (Enterprise Business Technology Pvt. Ltd) is Microsoft Gold Certified for implementing and providing services of Microsoft products e.g. MS Dynamics NAV & CRM. EBT implemented Microsoft Dynamics CRM to automate its process of handling clients. Prior to this, company was using MS Office e.g. MS Excel, MS Word office, MS Outlook for managing service requests sent by clients and allocation of internal resources.



The project required to acquire and refine knowledge of Customer Relationship Management. EBT is Microsoft Gold Certified for implementing and providing services of Microsoft products e.g. MS Dynamics NAV & CRM.

CRM Customer relationship management (CRM) is a widely-implemented strategy for managing a companys interactions with customers, clients and sales prospects. It involves using technology to organize, automate, and synchronize business processesprincipally sales activities, but also those for marketing, customer service, and technical support. The overall goals are to find, attract, and win new clients, nurture and retain those the company already has, entice former clients back into the fold, and reduce the costs of marketing and client service. Customer relationship management describes a companywide business strategy including customer-interface departments as well as other departments. Measuring and valuing customer relationships is critical to implementing this strategy.

The project required to acquire and refine knowledge of Customer Relationship Management.EBT is Microsoft Gold Certified for implementing and providing services of Microsoft products e.g. MS Dynamics NAV & CRM.

Microsoft Dynamic CRM



Microsoft Dynamics CRM supports a successful Customer Relationship Management (CRM) strategy through a set of robust modules organized by functional area: sales, marketing, and service. The application is designed to help our organization acquire and retain customers and reduce the time spent on administrative tasks. At its core, Microsoft Dynamics CRM enables us to perform and automate many common business tasks, including:

Easily access information about business records from one place. Schedule activities, track them, and send e-mail. Keep detailed notes and an activity history for each business record. Generate reports. Track sales-related activities and revenue Manage leads, opportunities, quotes, orders, and invoices.


Microsoft Dynamics CRM Modules

Microsoft Dynamics CRM is organized into the following major modules, each of which shares a common database but provides different functionality:

1. 2. 3.

Sales: Manages sales processes or similar processes that involve managing opportunities (such as

recruiting, fundraising, or membership drives). Marketing: Manages marketing or other mass communications processes. Customer service: Manages service or other case-based or incident based processes. The customer

service module includes a Service Scheduling component that allows service providing customers the schedule the most appropriate resources.


Balancing Usability and Reporting

Microsoft Dynamics CRM provides tools for both management and staff. This is critical to balancing between the potentially conflicting needs of reporting and usability. Management wants detailed reports about the business, which are useful but require a lot of accurate data to produce. Staff members need a tool that allows them to be more efficient; otherwise, the data entry requirements can be difficult. Microsoft Dynamics CRM includes a number of features that simplify data capture. Many of these interface features are also found within the client applications: Microsoft Dynamics CRM for Microsoft Office Outlook and Microsoft Dynamics CRM for Microsoft Office Outlook with Offline Access. In addition, the system provides workflow management, which helps improve individual and organizational efficiency. Finally, Microsoft Dynamics CRM includes query tools and data entry shortcuts to help information workers find and manipulate the data they need.


Microsoft Dynamics CRM User Interface

The Microsoft Dynamics CRM user interface is designed to be familiar to users of Microsoft Office 2007 products. The basic interface elements are the same in the Microsoft Dynamics CRM Web application and the Microsoft Dynamics CRM for Microsoft Office Outlook clients.

Navigation Pane

In Microsoft Dynamics CRM for Microsoft Office Outlook, users can access Microsoft Dynamics CRM areas from the Microsoft Dynamics CRM folder. we can click items on the Navigation Pane to go to entity areas, such as Accounts or Leads, or to access specific records for entities. After we select an item in the Navigation Pane, the workspace to the right changes to display information for the selected entity. We can also go directly to an entity in the Navigation Pane by expanding a folder and then selecting the entity folder under it.

After we select an item in the Navigation Pane, the workspace to the right of the Navigation Pane displays information about the selected item. For top level folders such as Sales, the workspace contains a home page of categories. Often, when these are selected, the workspace displays a list of entity records. For example, selecting contacts returns a list of contacts, selecting leads displays a list of leads, and so on.

Microsoft Dynamics CRM displays a form we can use to modify the record, such as a specific contact, lead, or product. Forms appear in their own window and include their own left navigation pane. We can use the Entity Menu Bar to perform actions on the open record and form's navigation pane to view information about other entities related to this record.


Help Features

The following features are included in Microsoft Dynamics CRM Help: Search: Use the search feature to find topics by keyword. Help on this Page: Select this feature to display help related to the current page. Contents: Select Contents to display a book-like table of contents for Help. Administrator's Guide: This feature includes information that helps users with system

administration and system customization. Troubleshooting: Select Troubleshooting to obtain expert-system style assistance with common

problems or questions. Resource Center: Select the Resource Center to benefit from the knowledge of the Microsoft

Dynamics CRM community. We can access experts and a variety of problem-solving content, including current blog posts, newsgroup ansours, and Microsoft Dynamics CRM articles.


Personalizing the CRM Experience

Users can configure options to personalize how Microsoft Dynamics CRM works. These personal options are configured through each of the Microsoft Dynamics CRM clients. Users can change default settings, such as their default homepage, time zone, the number of records for every page that appears, default currency, and other options. Users can also choose Outlook address book behavior and e-mail tracking options. The Set Personal Options dialog also allows international users to set preferences regarding the language, currency, and locale-specific data formatting. Microsoft Dynamics CRM for Microsoft Office Outlook also allows users to set synchronization settings and the local data update time, in addition to which groups are displayed in the workplace pane.


Accessing Microsoft Dynamics CRM

Microsoft Dynamics CRM uses Active Directory for its base security platform. In most cases, this means our normal Windows username and password allows us to access Microsoft Dynamics CRM. All the controls for Microsoft Dynamics CRM are in the Microsoft Dynamics CRM for Microsoft Office Outlook application.



Viewing Customers through Microsoft Dynamics CRM

Microsoft Dynamics CRM provides an organization a complete view of customers through all their interactions with the Sales, Marketing, and Service departments. This information is maintained in a centralized Microsoft Dynamics CRM database, which allows organizations to access the information and the tools they need to be more effective with customers. Each of these modules tracks customer interactions through the following record types: Accounts: Accounts represent a group of people, an organization, or a company with which the

organization interacts. Contacts: Contacts are used to represent people. These can be customers, employees of accounts,

or any other person. Opportunities: Opportunities are potential sales to an account or contact. Opportunities represent

potential revenue and have usually been qualified from Leads through a sales process. Cases: Cases are service requests or issues reported by a customer. Cases track the activities that

customer service representatives use to resolve the issue.

Record Types Used by the Sales and Marketing Modules

The following additional record types are used by the Sales and Marketing departments: Leads: A lead is a potential sales prospect. They are usually someone that us have collected

information on, but are unsure if they are interested in doing business with our company. Campaigns: Allows to create marketing programs that use communication vehicles (such as ads

and direct mail) to broadcast sales information, such as introducing new products. Marketing Lists: Allows creating lists of accounts, contacts, or leads that match a specific set of

criteria. Us can use marketing lists for marketing campaigns or for targeted sales work. Competitors: Allows managing competitors, which are companies or organizations that might

compete with our organization for sales opportunities. Sales Literature: Allows managing sales literature-the documents that are created and given to

customers to help increase sales. Products: Allows managing products-the items or services that the organization sells or provides.

Products can be linked to other records, such as quotes, campaigns, and cases. Quotes: Allows managing quotes, which are the formal offers for products or services, proposed at

specific prices and the related payment terms. Quotes can be sent to an account or contact. Orders: Allows managing orders, which are confirmed requests for goods or services based on

specified terms. A quote that a customer has accepted can be automatically converted to a sales order. Invoices: Allows managing invoices, or bills. Invoices record a sale to a customer, including details

about the products or services purchased.

Record Types Used by the Service modules

In addition to cases, the following record types help the organization retain and satisfy customers by providing high-quality services and responding effectively to customer questions: Contracts: Allows managing contracts, which are agreements to provide support during specified

coverage dates or for a specified number of cases or a specified length of time. Services: Allows to manage services, which is work performed for a customer by one or more

resources. Microsoft Dynamics CRM facilitates the scheduling of services and the resources required. Knowledge Base: Allows managing and working with the Knowledge Base, which is a repository

of articles of importance to our employees and customers. The Knowledge Base lets draft, submit, review, and publish articles such as FAQs, instructions, and trouble-shooting information.


Implementing Processes to Support Microsoft Dynamics CRM

To realize the full value of Microsoft Dynamics CRM, the organization must have solid processes in place. These processes are unique to each business and each business unit, but it is useful to have them clearly defined prior to implementing Microsoft Dynamics CRM. Fortunately, Microsoft Dynamics CRM is simple to customize, so these processes can be changed and improved upon.

Scope and Processes

When implementing Microsoft Dynamics CRM, an organization must consider several factors for each of the sales, marketing, and service processes it employs. Two important implementation issues to consider include scope and processes.

Scope involves reviewing the entities and processes required by the sales and service departments. Consideration should be given to what records are affected by those processes, how those records are related, and how the organization wants to view the information in both online and reporting formats.

Workflows provide a means of automating processes used throughout an organization. Two types of workflows are available - standard workflows and staged processes. 1. Standard Workflow -A standard workflow automates a routine task, such as escalating overdue service requests, alerting salespeople about pipeline management issues, and alerting the sales force about key events. 2. Staged Process -A staged process has distinct phases, or stages, that include a group of tasks that must be completed before the next stage can begin. For example, a sales process might require that one first contact a lead, and after he or she expresses interest in a product, send literature and then contact the lead again before converting the lead into an opportunity.

Integration with Other Systems

Organizations may use other systems to perform parts of a process or provide data. For example, an organization may have a fulfillment system or an Enterprise Resource Planning (ERP) system for tracking orders.

Customer Records
In providing an organization with a customer-centered view, Microsoft Dynamics CRM gives users a sophisticated way to store and use many different types of information about customers. These customers can include traditional business to consumer customers, such as the clients of a retail operation, or business-to business customers, such as the clients of a technology consulting firm. Nontraditional customers, such as the members of a nonprofit organization or the members of a community served by a government agency, can also be represented. At the center of Microsoft Dynamics CRM is the customer record itself. There are two types of customer records: Accounts: An account represents an organization. Contacts: A contact represents an individual person

Parent-Child Relationships between Accounts and Contacts

More specific aspects of the relationship between accounts and contacts are as follows: A contact can have only one parent account or contact. If a contact record has a parent account or contact, any sales records, opportunities, quotes, orders,

or invoices related to the contact record are automatically related to the parent. A contact is not defined as a subordinate entity of an account. Accounts and contacts can exist as separate, stand-alone records.

Relationship Roles
Relationship roles define how specific account, opportunity, and contact records are related to one another in Microsoft Dynamics CRM. In creating a relationship role, name the relationship and then enter information that maps to the relationship. For example, organization may want to track the relationship between two kinds of contacts: doctors and patients. Organization can set up relationship roles of Doctor and Patient. Relationship roles are a tool that us can use to show how an organization's accounts, opportunities, and contacts are related to and among one another.

Using Workflows
We can use Microsoft Dynamics CRM to create workflows that carry out routine tasks and enforce sales processes. Workflows can help ensure that the right information gets to the right people at the right time. Workflows also help employees track the steps they have to take to complete their work. By creating workflows, us can create and enforce the business logic and rules. Managers can define, automate, and enforce specific business rules, policies, and procedures through workflows Individual users can also build their own workflows to automate redundant tasks or to perform operations automatically based on events that happen in the system. With Microsoft Dynamics CRM workflow features, We can: Define business policies based on established processes.

Ensure that customer commitments are met. Automatically escalate issues to management when required. Level workloads across teams and territories. Manage important business policies and procedures. Ensure a consistent service process.

Workflow Types
There are two types of workflows: Standard Workflow Processes: Standard workflow processes are used to automatically assign

records, route records, and create activities for most entities in the Microsoft Dynamics CRM system, including leads, accounts, contacts, and opportunities. Staged Workflow Processes: Staged workflow processes are used to create a set of sequential

steps through which an entity, such as an opportunity, progresses. Staged workflows can be developed for any entity in the system.

Personal Workflows
While Microsoft Dynamics CRM workflows are a poourful way to automate tasks across an organization, they can also be an effective tool to help users perform small automation jobs. Workflows can help individual users do their jobs more efficiently, and no job is too small to consider automating with workflow. Personal Workflows have a scope, which defines when the workflow applies. action. An organization-level scope will apply the workflow regardless of who is performing the action. A user-level scope means that the workflow is only triggered if the user is the one performing the

Finding and Maintaining Data

In Microsoft Dynamics CRM, us can find records using the following tools: Auto Complete Quick Find Advanced Find

Subject Tree
In Microsoft Dynamics CRM, the subject tree is a hierarchy that provides a structured approach for grouping and managing records in Microsoft Dynamics CRM. It is used in a variety of areas in the system such as sales literature, cases, products, and the Knowledge Base. We will create the subject tree hierarchy according to the organization's unique business needs. The subject tree defines how users can browse records and filter them for reports. There can only be one subject tree for the organization and it is shared across all business units. A good subject tree allows users to quickly find many different pieces of data that are related to the same subject.



Sales are the core of Microsoft Dynamics CRM. If an organization uses no other area of Microsoft Dynamics CRM, it uses the Sales area. For that reason, the Sales folder in the Navigation Pane provides access to all core Microsoft Dynamics CRM functions. For sales managers and other company management, Microsoft Dynamics CRM provides insight into the sales pipeline, including the ability to track various types of opportunities, close ratios, revenue forecasts, and other important sales information. This data is available at an individual and departmental level so that performance can be measured throughout the organization

Sales Management Overview

An important component of sales management within Microsoft Dynamics CRM is the Opportunity, which sales people can use to track a deal as it moves through the sales process. Opportunities represent the sales pipeline for the organization. Organizations can track sales at the opportunity level to provide high-level data around the pipeline. However, Microsoft Dynamics CRM provides a Product Catalog for organizations that want specific data around amounts and blends of the products and services being sold. Companies can extend this feature using the sales order processing features to track the quoting, ordering, and invoicing processes. Sales order processing features are also integrated with fulfillment and accounting systems.

Tracking Competitors
Microsoft Dynamics CRM includes a competitor feature that enables an organization to compile information about its competitors. This information provides the organization's sales staff with a poourful tool they can use to compete effectively, close on more sales opportunities, and strengthen customer relationships. The competitor information management feature allows organizations to: Compile a repository of product literature, pricing structures, and product reviews for each

competitor. Track the products that competitors sell and compete with our products. Add products or sales literature to help compete with the threat Maintain information on how to win against the competitor. Track competitors by creating relationships between competitors and opportunities. Track sales lost to competitors by specifying the competitor us lost to when a sale is lost. The

organization can use this information to assess the opportunities lost to or won against each competitor. Tracking competitors can be an important aspect of the sales process. The more information a team has about a competitor's strengths, weaknesses, opportunities, and the threats a competitor presents, the more likely it is to win sales against that company. Sales literature can be associated with competitors. If a sales

representative uses competitors and sales literature while working on an opportunity, he or she can view the literature available to compete with other organizations.

Adding Products to Competitors

Knowing the products that competitors carry helps to identify areas within own product line where we can expect the greatest challenges to making a sale. If we list the products that competitors carry, then we can create a scorecard that helps the sales organization present data to potential customers about how our products provide benefits that our competitors cannot meet.

Managing Sales Literature

The Microsoft Dynamics CRM Sales Literature system is a central repository for an organization's sales information. It provides sales team with access to sales literature, product brochures, articles, discount, pricing structures, and soon. Users can view sales literature by directly searching the literature list or view it while working on an opportunity. Sales literature can be associated with either products, competitors, or both. Organizations can make relevant sales literature simpler to find by implementing either a product catalog or the competitors module, or both, and then relating the literature to the appropriate product or competitor. The sales representative can then look up the relevant literature based on the product or competitor associated with the opportunity.

Introduction to Leads
Leads represent lists of potential customers and deals that have not been qualified. A large percentage of leads never materialize into customers. Thus, the goal of the sales organization is to qualify leads that have the potential to turn into a sale so that sales representatives can focus on the opportunities that have higher chances of success.

Deciding to use Leads

Not all organizations use leads. Some organizations deal with opportunities, that is, qualified prospective sales. Organizations that depend on mass demand generation processes such as advertisements, road shows, cold calling prospect lists, and so on will likely use leads. Businesses that have demand generation methods or those that engage in mass marketing campaigns may benefit from lead management because this process helps businesses sift through the data and helps sales departments focus their efforts in the best direction.

Creating and Importing Leads

Leads can be created in Microsoft Dynamics CRM in a variety of ways. Manually entered: Leads can be manually entered into the system, just as us would for most other

record types. Converted from an Activity: Microsoft Dynamics CRM can automatically convert an activity to a

lead. In doing so, the originating activity becomes a related activity for the new lead. If the activity is open, it appears in the Activities list for the lead. If the activity is closed, it appears in the History list. Imported: Importing leads is the quickest way to add them into Microsoft Dynamics CRM. For

example, we may have collected lead information in Microsoft Office Outlook or Microsoft Office Excel that us can leverage. We can import leads from these sources directly into Microsoft Dynamics CRM using the Import Data Wizard, which accepts comma-delimited value (CSV) files. If we import leads, us will need the following two components to import the data: A CSV file that contains the import information in the correct format. The data must be in the

correct order to map to the appropriate database fields and the data must be in the correct format (number, string, correct number formats, and so on.) A data map that shows the correspondence between the CSV fields and the Microsoft Dynamics

CRM fields. Create data maps by clicking Settings, Data Management, and Data Maps. Data imports run asynchronously on the server. As part of the import request, we can direct the server to send us an email message when the import is complete.

Capturing Lead Information

The more data that can be collected and entered for a lead makes it more likely that the lead can be turned into a business opportunity, and eventually a sale. In particular, consider capturing the following information when creating each lead: Contact information: The sales staff cannot follow up with leads unless they have a way of

contacting them. Provide as much contact information as possible.

Source campaign: Use the Source Campaign lookup field to tie the lead back to a marketing

campaign. This helps the Marketing Department evaluate the performance of their campaigns and make better marketing investment decisions. Lead source: The Lead Source is only helpful if us enter the lead source for most of our leads. This

field helps the Marketing Department track how qualified leads are generated and analyze the effectiveness of different lead sources. This enables the department to produce better marketing campaigns. Industry: Use the Industry field in various reports such as Lead Source Effectiveness. The report

can be filtered to display the lead source effectiveness by industry.

Tracking and Converting Leads

We can use Microsoft Dynamics CRM to track activities associated with leads and maintain a history of those activities as the lead goes through the process of becoming qualified and converted to an opportunity, contact, or account. When sales representatives receive a lead, they qualify the lead by determining the organization's interest in the products or services offered. During the process of qualifying a lead, the customer is contacted and additional information is added to the lead record. Communication with the customer is documented as an activity in Microsoft Dynamics CRM, through: E-mails Appointments Telephone Calls Other tasks and communication activities

Assigning and Sharing Leads

We can assign leads to different users or share them with other users. A supervisor who distributes leads among sales representatives can assign leads. Alternatively, users sharing leads can assign them so that other users can update lead information as needed. For example, leads might be shared with marketing staff members so they can review demographic information when planning marketing campaigns.

A defined process helps to ensure efficiency and provides the best chance of maximizing the lead's potential. In Microsoft Dynamics CRM, we can also create workflow rules to assign leads to users based on specified criteria. Us can use workflow processes to maintain consistency and define processes. Workflows help us create tasks such as initial telephone calls or sending materials. They can also provide guidance, such as indicating when to send an email message or making a follow-up telephone call.

Disqualifying and Reactivating Leads

When it is determined that a lead is not interested in the company's products, the lead must be disqualified. The lead can be deleted, but if it is disqualified, the details of the lead remain in the system. That way, the lead can be reactivated and qualified at any time. If the lead is deleted, the related information is lost. For example, different departments may qualify or disqualify leads based on current promotions and marketing campaigns. Leads may not meet the qualifying process for the current campaign, but they may meet the qualifications for future sales or marketing campaigns. By disqualifying them instead of deleting them, us retain the records for future reactivation.

In Microsoft Dynamics CRM, qualified leads, such as those that have estimated revenue associated with them, become opportunities. When the prospect or customer expresses qualified interest in buying the business' products or services, they are considered an opportunity. This is an important part of the sales process because this is where the sales team spends most of its time and effort. The process of working on an opportunity may include several customer interactions. How well the sales team manages this stage can mean the difference between a win and a loss. Many sales organizations start their process from the opportunity stage rather than the lead stage. Sales people spend the majority of their time working on the opportunity and use Microsoft Dynamics CRM to track customer communications and tasks relevant to converting the opportunity to a sale. Almost all sales processes use opportunities to track potential revenue and calculate sales forecasts.

Creating Opportunities
Users can create opportunities manually or by converting a lead or an activity to an opportunity. If our organization uses leads, we will often convert leads into opportunities. In other situations, we may create a new opportunity for an existing account or customer, or create an opportunity based on an activity that has occurred, such as an e-mail or a phone call

Converting Activities to Opportunities

Interactions between a sales representative and a customer may result in opportunities. For example, a sales representative may receive a call, e-mail, or fax from a customer looking to buy a product or a service. Or, an opportunity may present itself during a meeting with the customer. Users can track these interactions or activities in Microsoft Dynamics CRM. The system allows the user to directly convert the activity to an opportunity. This enables the sales team to efficiently update their opportunity pipeline.

Working with Opportunities

Working with opportunities can involve several tasks: Tracking the products in which the customer is interested Tracking activities related to the opportunity Tracking competitors Sending literature to the customer Assigning and sharing opportunities Moving Opportunities through a sales process workflow

Assigning and Sharing Opportunities

During creation, an opportunity has an owner associated with it. Typically, it is the sales person that is working on the opportunity. Sometimes, the owner may need to be changed to another user. For example, a sales representative may leave the organization or be reassigned, so his or her opportunities must be

reassigned to another user. Microsoft Dynamics CRM also provides the ability to share opportunities across users and teams, allowing for the recognition of revenue generation by user or a team. (Note: Teams cannot own records; however, a record can be shared with a team to make it accessible to the members of the team). Sharing an opportunity with another user or a team of users allows more than one user or team to work on the opportunity.

Sales Process Workflows

Microsoft Dynamics CRM offers the ability to manage opportunities in the sales pipeline using staged workflows. These workflows, designed specifically to define the sales process, are called sales process workflows. In a sales process workflow, the workflow stages map to the sales stages. A sales process workflow can consist of several stages that are defined by the business. Each stage may have several activities associated with it, such as scheduling a meeting with a customer or sending a letter

Using a Sales Process to Track Opportunities

Users can apply the appropriate workflow to the opportunity when it is created, or they can design the workflows to check for certain criteria when an opportunity is created to launch the correct workflow. When we apply a sales process workflow to an opportunity, the workflow adds activities to the opportunity (which also show up in the user's Workplace activity list) based on the current sales stage. Users can check off each activity as it is completed.

Closing Opportunities
Working with an opportunity usually involves several stages. Each organization has its own sales process, often implemented in the solution using workflows. Eventually, the opportunity comes to a close, optimistically as a sale that has been won. When an opportunity is won or lost, it needs to be marked as closed. Closing an opportunity does not delete it from the system, but the opportunity is no longer available in the list of active opportunities and the fields become read-only. It is better to close an opportunity rather than deleting it. That way, notes and attachments that are associated with the opportunity are saved for future reference and the opportunity can be re-opened if interest is renewed.

Reopening Opportunities
Sometimes, an opportunity that was closed must be reopened. For example, an opportunity was lost because the customer did not budget for the purchase. Later, the customer returns with a budget and wants to buy the product. In that case, the closed opportunity can be reopened. Reopening a closed opportunity rather than creating a new one allows the user to obtain context from the history of activities for this opportunity.

Sales Order Process

Organizations that want to track details of the sales order process may use quotes, orders, invoices, or any mix of the three to capture detailed information about sales transactions. During the opportunity stage, a sales representative may engage several times with a customer that is finalizing the products or services and terms of the sale. This process may involve providing one or more quotes. As the transaction is finalized, the sales representative enters orders and creates invoices.

In Microsoft Dynamics CRM, quotes, orders, and invoices are considered different stages of a sales transaction: Quote: A formal offer sent to a prospective customer. The offer is for products and/or services

proposed at specific prices, along with related payment terms. Order: A quote that has been accepted. The customer is interested in purchasing the products or

services as specified in the quote. Invoice: A bill for an order that has been shipped or a service that has been provided.

A quote can become an order, which can become an invoice. Our sales force can use the tools and templates in Microsoft Dynamics CRM to create and print quotes, orders, and invoices when they are working online or offline at a customer site. Quotes, orders, and invoices can be linked to opportunities and accounts, and to one or more contacts, notes, and attachments. They can also be associated with one or more competitors and products.

Managing Quotes
Sales representatives use quotes to inform potential customers about the products and prices associated with the opportunity. Often, the quote goes with a proposal. Customers receive the quote and evaluate it against their budget and needs. If it is a match, then the customer comes back with an acceptance and places an order for the product or service based on the terms in the quote. Otherwise, there are further negotiations until we reach acceptable terms. Quotes only work if the organization has price lists. Price lists can be set up through Microsoft Dynamics CRM's product catalog or they might be stored in another internal system, such as an Enterprise Resource Planning (ERP) system. Quotes can be the integration points between the two solutions. For example, the Microsoft Dynamics CRM quote might pick up the customer information from Microsoft Dynamics CRM and pick up the product and pricing information from the other system.

Managing Orders
When customers confirm requests for the product or service, a sales representative can then create an order. Organizations receive and process orders that eventually convert to invoices and revenue at the time of shipment. Microsoft Dynamics CRM offers functionality to record customer orders, which can also be created automatically from quotes that have been accepted. This allows an order to be traced back to the opportunity and lead from which it originated. After the order is placed, it needs to be fulfilled. Organizations often have a fulfillment system in place that Microsoft Dynamics CRM needs to integrate with. Alternatively, the user can enter a fulfillment status in Microsoft Dynamics CRM to track it in the system. Information about an order must include the shipping and billing contact information, in addition to the price and product or services ordered. Beyond this, the business may have a set of details they want to include, such as discount or promotion codes. These can be added as custom fields to the order record type. Microsoft Dynamics CRM has two types of pricing behavior on orders and invoices: Use Current Pricing Prices Locked

When we use current pricing, the price is directly associated with the price for each unit of the product as it appears in the product catalog. Therefore, if a price is changed for a product in the product catalog, the unit price changes in all open invoices and both draft and active orders that include that product. This may not be the behavior we want with existing orders or invoices that have been presented to the customer. In this case, use the Prices Locked method. When we lock prices, the price for each unit for a product in an open order or invoice is locked. Even if the product price changes in the product catalog, the open order or invoice that has locked prices enabled remain at the original price.

Product Catalog
The Microsoft Dynamics CRM product catalog is the central location for storing information about an organization's product and services. By implementing a product catalog, we can use Microsoft Dynamics CRM to perform sales order processing. Create or manage the items in the product catalog through the Settings area of Microsoft Dynamics CRM. Products are at the heart of the product catalog; they are the items we are selling. Products can be either physical inventory items or services. For each product, we can specify: Unit Groups - lists the ways in which the product is packaged for sale, such as the units of measure

in which the product or service is sold. Price Lists - sets of prices that are charged for the product under certain circumstances. We can

have multiple price lists to accommodate seasonal variations, specials, or different markets to which we sell (such as government, commercial, education, and soon.). Discount Lists - lists of modifications to the standard prices of products and services. We can

create more than one price list for a product. For example, we might have separate price lists for retail and wholesale sales, or for government and nonprofit customers. Unit groups and discount lists can have a oneto-many relationship. Discount lists are always generic and can be applied to multiple price lists. These are best used for handling volume discounts or for special promotions that apply to any customer. Unit groups can be specific to a single product or can be generic and applied to multiple products.

Price List Items

Price list items are central to the product catalog. Each price list contains Price list items, which specify the price that will be charged for a specific product when it is packaged in a specific way. Price list items are the links that connect products, unit groups, and prices together.

Unit Groups
A unit group is a compilation of the ways or measurements in which a product is available. The unit group includes a unit for how an organization receives the product from its vendor or manufacturer and units for how it packages and sells the product. (A product can be received and sold using the same unit.) Before adding products or services to the product catalog, we must create applicable unit groups. A unit group contains a list of the increments in which a product is sold. Each of these is considered a unit. In the case of physical items, we might use units such as the individual item, a dozen, or a case. Where services are involved, the units might be an hour, week, or project. Units are named to reflect the quantity they contain.

Creating Price Lists

A price list is a group of specific prices that can be charged for each unit in the unit group of a product. Price lists determine the pricing in quotes for customers. A default price list can be specified for a product. We can create multiple price lists in Microsoft Dynamics CRM. For example, it is common for a business to maintain separate price structures for different sales channels, such as retail and whole sale, or different customers, such as government or nonprofit. Each price list is made up of individual price list items. Price list items define the price of a product when it is packaged as a specific unit group. Discount lists can be applied to price lists, in which case they work together to determine the final pricing for products on quotes, orders, and invoices.

Deactivating a Price List

When a price list is no longer valid, it can be deactivated, for example, when a company has a special introductory price list at a product launch. After a couple of months, the introductory special is over and the price list is no longer valid. The introductory price list is deactivated so that it cannot be applied to any products.

Creating Discount Lists

In Microsoft Dynamics CRM, discounts allow we to offer a product or service at different sales prices, depending upon the quantity purchased. We can create discount lists of different types (based on amounts or percentages) and specify different discount amounts and percentages for various quantity ranges. In this way, customers purchasing 50 units can be charged a different price than if they purchased 500 units of the same item.

Creating and Revising Quotes

A successful sales transaction typically begins with a draft quote. Frequently, a quote undergoes several revisions between the salesperson and customer before being accepted. Quotes can be in two states: Draft: Quotes must be in a draft state to be changed. Initially, when we create a quote, it is in a

draft state. Active: When the quote is ready to send to the customer, the quote in an active state. Active quotes

are read-only. We must convert them to draft quotes again to make changes. This process is called "revising" the quote. As we revise draft quotes, we can print them to review them. Microsoft Dynamics CRM also helps we to directly print the quote to a Microsoft Office Word document. The print option also allows we to start from a blank document or to use pre-defined templates. This way, we can use the quote information to generate a proposal from a template.



Microsoft Dynamics CRM provides the tools to make it easier for remarketing staff to take advantage of the customer data we already have. They can join efforts with sales and easier to judge the success of marketing efforts. Overall, Microsoft Dynamics CRM enables us to extend the effectiveness of a key group of employeesremarketing department. Using marketing campaigns, marketing lists, and campaign templates, marketing employees can identify, execute, and replicate effective marketing initiatives across sales channels.

Marketing Campaigns and Quick Campaigns

There are two types of campaigns we can run using Microsoft Dynamics CRM: marketing campaigns and quick campaigns. Marketing campaigns represent marketing efforts over a period of time, while quick campaigns represent an instant marketing effort. Both types of campaigns allow us to: Create activities, which are the interactions with the customer, such as an e-mail, a letter, or a

phone call. Use marketing lists, which are lists of customers that meet specific criteria, such as all customers

who have bought a specific product in the last year. View campaign responses, which are the customer replies to campaign activities.

Marketers use a wizard to create quick campaigns to use for single-activity campaigns. These are shorter term efforts that distribute only one activity. For instance, if a sales representative knows that he or she will be attending a tradeshow in a certain geographic area, he or she can use Advanced Find to quickly create a list of leads in that area. The sales representative can then use the list to create a quick campaign and schedule a phone call for each lead. Each scheduled phone call automatically shows up in the Workplace as an activity. Salespeople or sales managers often use quick campaigns. Marketing campaigns and quick campaigns have similar functionalities: both can use marketing lists, provide distribution information through activities, and let we view the responses. The main difference is the length and complexity of the campaign. Quick campaigns are short and only distribute one activity. Marketing campaigns are longer in duration and can include many types of activities.

Quick Campaigns
Quick campaigns create a single activity for distribution to a marketing list or an ad hoc group of accounts, contacts, or leads. The Quick Campaign Wizard simplifies the task of choosing an activity, assigning the activity to the appropriate user(s), filling in the details of the quick campaign, and distributing the activities. The scheduled activity appears automatically in the assigned user's Workplace. Create quick campaigns by first creating a list of the recipients for the campaign and then starting the Quick Campaign Wizard. To create a quick campaign, start by identifying the customers that the campaign is targeting. We can do this by selecting customers from a view, or by creating a search in which the results are the target

customers. From the search result, start the Quick Campaign wizard. Quick campaigns allow activities to be assigned to users and queues for completion.

Working with a Quick Campaign

When we create a new quick campaign, we can choose who owns the activities that are distributed. The activity, such as the phone call, is then completed by the owner we have specified. We can assign the activities to: record. Another user or a queue: This allows we to assign the work to queue for anyone to work on. We self: This allows we to quickly make a list of customers to personally work with. The owner of the records: This allows we to assign work to the specific owner of the customer

After we create the quick campaign, Microsoft Dynamics CRM creates and distributes the activities to the appropriate resource. Once the quick campaign has been created and distributed, the assigned user can view and take action on the campaign activities and the responses. The records for customers can be viewed and reports can be run to analyze the effectiveness of the campaign.

Marketing Campaigns
In Microsoft Dynamics CRM, the marketing campaign represents a complete marketing effort. Marketing campaigns organize all the details in one place, including: Planning tasks Campaign activities Products Sales literature Related campaigns Marketing lists Distribution of campaign activities

Marketing campaigns can have the following elements:

Campaign activities: Interaction with the customer, such as a letter, phone call, or e-mail. Planning tasks: Tasks that must be accomplished to execute the campaign. Target products: Any products around which this campaign is centered, if it is about promoting

specific products. Sales literature: Any existing literature used during the campaign. Marketing list: A list of specific customers that are being targeted in the campaign.

Campaign Activities
The types of campaign activities in Microsoft Dynamics CRM are: Phone Appointment Letter Mail Merge Fax E-mail

As we create or modify campaign activities, we can enter the costs of the activities. When costs are updated in activities, they automatically update the total cost of the overall campaign. This allows we to view all costs associated with a campaign.

Marketing Lists
Simply stated, marketing lists are lists of accounts, contacts, or leads that match a specific set of criteria. Marketing lists can only contain one record type, such as contacts, accounts, or leads. Once we determine the record type, it cannot be changed, though we can add individual records to the list or remove them from it. Additionally, we can delete, deactivate, or merge marketing lists into other lists. Once we have determined that the list is complete, we can lock the marketing list to prevent any changes.

Target Products
A marketing campaign can be designed to promote one or more products. If our organization uses the product catalog in Microsoft Dynamics CRM, we can add products to the campaign to make it simple for salespeople to view what the campaign is promoting, and also to help we create specific reports showing campaign effectiveness.

Adding Related Campaigns

Microsoft Dynamics CRM allows us to add related campaigns to each other so we can compare the effectiveness of each separate campaign or look at all the campaigns together. For example, to run several small campaigns promoting a certain product over the course of a year, we can add the smaller campaigns to an overall campaign. Once the campaigns are completed, we can run reports to analyze the effectiveness of the overall campaign and of each of the related campaigns.

Distributing Campaign Activities

Once we have created our campaign activities and it is time to launch the campaign, we will then distribute the activities. We can create campaign activities early in the campaign planning cycle and then use planning tasks to remind us when it is time to distribute them. Once a campaign activity has been distributed, the activity owner(s) will view these under Activities in the Workplace. The owner(s) will then be responsible for performing the activity, such as making the phone calls or sending the e-mail.

Creating a Marketing Campaign

Marketing campaigns are used for more complex marketing efforts where the user may want to schedule multiple activities, such as an email broadcast followed by targeted phone calls. They are longer term efforts and usually distribute information through several different types of activities. The campaign is the container for all the information, tasks, and activities we need to manage the campaign. To "launch" a campaign, distribute activities to the assigned users. These activities make up the core of the campaign. The activity specifies the channel that we will use to communicate with the customer and, once the activity is performed, constitutes the actual customer communication. To create the campaign, we will follow these general steps: Create the campaign record (required)

Enter the planning tasks: the tasks necessary to "launch" the campaign Define the campaign activities (required): the communications that will take place, through which

channel, and performed by whom Select a marketing list (required): the users to whom the communications will be sent. Specify targeted products: the products advertised by this campaign Specify sales literature: any literature that might be useful or used by the people performing the


Tracking Campaign Costs

The Financials tab on the campaign contains budget and actual cost information. The individual campaign activities also contain cost information. Generally, the campaign manager enters and updates the following information. In the campaign record: records Budget Allocated: The amount of money appropriated for this activity. (Note that activity budget Budget Allocated: The amount of money appropriated to this campaign. Miscellaneous Costs: Any costs not incurred by campaign activities. Estimated Revenue: The expected income resulting from this campaign. In the campaign activity

allocation is not rolled up into the campaign's budget allocation. The numbers are maintained separately.) Actual Cost: The actual cost of the activity when it is performed. When we save the relevant

records, Microsoft Dynamics CRM calculates and displays the following information in the Financial tab of the campaign record: Total Cost of Campaign Activities: The actual cost of the campaign, based on the actual costs

entered for all the campaign's activities. Total Cost of Campaign: The actual cost of the campaign, based on the costs entered for all the

campaign's activities plus the miscellaneous costs entered for the campaign.

Campaign Activities
Campaign activities are the actions necessary to conduct the campaign. Campaign activities are our way of tracking all the activities that we or others in our organization must complete for the campaign. Activities let we capture basic information and detailed data, such as budgeted costs, the vendor we are working with, scheduled start and end dates, priorities, and so on. Additionally, we can designate how many days must pass before members on the list can be sent additional literature or correspondence. (This is particularly useful in businesses that have separate sales and marketing departments.) As the campaign progresses, we can update the activity record with actual start and end dates and actual cost information. Activities can be assigned to owners whose job it is to perform the activity. When we are ready to begin the campaign, distribute the activities. Then, the owners perform the activities, doing the research, preparing the materials, making the phone calls, or sending the letters, for instance. Activities fall into two categories: Channel activities: The activity specifies a channel of communication (such as an e-mail, a letter,

or a phone call). These activities, when distributed, result in contact with the customer through that channel. Non-channel activities: Activities that do not have a specified channel or that have a channel of

Other cannot be distributed; they act as to-dos to track actions that must be performed during the campaign. All campaign activities, including non-channel activities, remain in the owner's activity list until they are changed to channel activities, completed, and then closed. An activity can have a particular marketing list associated with it. For example, a campaign might have three different marketing lists for various groups of customers, to send different messaging to each group. Separate channel activities are created for each message and the appropriate marketing list is associated with each activity. By default, all marketing lists are associated with all activities.

Creating and Using Marketing Lists

A marketing list is a list of accounts, contacts, or leads that share common characteristics. For example, a marketing list can be a list of all the contacts that live in a certain area, or all the leads that have registered on a Web form. Marketing lists are created independently of a marketing campaign. Each marketing campaign must have at least one marketing list, because the list designates the recipients of the communications generated by the campaign activities.

Managing Campaign Responses

The goal of any marketing campaign is to create measurable results. In Microsoft Dynamics CRM, these results are captured as campaign responses. We can act upon the responses by converting them to a lead, quote, order, or opportunity. Additionally, we can use the campaign response to convert an existing lead to an account, or contact, or both. And, we can use campaign responses as one way to measure the effectiveness of the campaign. After a campaign has been created and the activities have been distributed, the audience will begin responding to the campaign. At this stage, the emphasis shifts from an outbound marketing campaign to an inbound sales-focused, sales effort. We can capture responses to the marketing campaign and determine the appropriate follow-up. We can capture campaign responses in several ways: Record responses manually by creating a new campaign response. From within an activity, such as a phone call we received, convert the activity to a campaign

response. Import responses, such as from an outsourced marketing campaign. In a campaign that uses e-mail,

customers can respond by e-mail and their messages are automatically converted to campaign responses. Once the campaign responses have been created, we can convert a campaign response to a new lead, quote, order, or opportunity.

Distribute Campaign Activities

After creating a campaign, attaching a marketing list, specifying activities, and performing all pre-launch tasks, we are ready to begin the campaign. In Microsoft Dynamics CRM, launch the campaign by distributing the activities we have created. Once we begin distributing activities, the campaign is officially underway and the activity owners begin performing the actions specified in the activities. We decide which activities to distribute and when. When we distribute activities, we can: Assign the activities, such as phone calls, to other users to complete Send emails to our marketing list(s) Prepare files to send to a marketing vendor or partner

Monitoring Marketing Campaigns

Once the campaign is underway, we can view the progress of activities and use standard reports to assess its progress.

Working with Campaign Responses

After we receive a campaign response, there are several tasks we can perform, including: Assign it to another user - assigning campaign responses designates the user who is primarily

responsible for the response. Convert the response to a lead, opportunity, quote, or order this allows we to work the

response through our internal sales management processes. Close or delete the response - closing the response allows it to be reactivated at a later date.

Deleting the response permanently removes it. Edit the response - edit the response, for instance, to add notes and attach files. Print campaign response details or campaign response lists - view campaign details and more.



Organizations can use service management functionality to track information about cases, customer complaints, requests, and small projects. This training examines the core components of the Microsoft Dynamics CRM Service management module, including how to use service management processes to manage and resolve cases to improve our customers' satisfaction. For those organizations that use contracts in their business, this training introduces contract lifecycles and how to create contracts using contract templates. It also examines how to add to a contract specific service or other contract item, and how to cancel, delete, renew, and place contracts on hold.

Getting Started with Service Management

The service management module of Microsoft Dynamics CRM consists of the following core components: Cases Knowledge Base Queues Product Catalog Contracts Service Scheduling

Service management is about creating, managing, and tracking cases. Cases can include the following: Customer service requests (a car needing repair) Customer complaints (someone complaining about a fallen tree in the neighborhood) Mini-projects (an internal request to the IT department to add a new report to an internal


Knowledge Base
The Knowledge Base is a repository of articles containing problem resolution information, best practices, technical details, or any other documentation that business users access to address and resolve issues.

Queues are containers for work items, such as cases or inbound emails. By default, each user of cases has access to a personal Assigned and a personal In Progress queue. We can also define other shared queues to route cases to a holding place where users can access and move them to their personal queue. An

example of a queue found in many services groups is an escalation queue. If a case is not resolved within a specified time frame or if it has a specified severity, it can be assigned to the escalation queue.

Product Catalog
In a retail organization, the product catalog lists the products sold by the organization. Service organizations may or may not use a product catalog.

Contracts are the service agreements associated with a product. Retail organizations often use contracts; service organizations may not use them. For example, a service organization may use contracts as an internal tool to represent its guidelines for responding to customer issues.

Service Scheduling
Service scheduling allows an organization to schedule resources (people, facilities, and so on) and time slots to resolve cases.

Subject Trees
The subject tree is central to service management. Service management cases are always associated with a subject. Likewise, Knowledge Base articles are associated with a subject from the tree. The subject may also be used to determine routing or case assignment using workflow or other processes. Finally, the subject tree is used in reporting to categorize and view Knowledge Base articles and information about cases. The subject tree is a hierarchy of subjects or categories that provides a structured approach for grouping and managing information. The hierarchy is unique to the business and does not contain any information until we create the subject tree. Work with our organization to carefully assess its case management goals and processes and how it currently routes and handles cases. Use this information to design a subject tree that meets the organization's needs.

Contracts are agreements that provide support during specified coverage dates for a specified number of cases or length of time. When customers contact customer service, the level of support they receive is determined by their contract. They might be allowed a specified level of service, also known as warranty service. For example, this service might offer support using a telephone, e-mail, or the Internet. Contracts define the nature of the service relationship with a customer. This includes how much and what level of service the customer is allowed, how the service is delivered, and the price of the service. We can create agreements for new and existing customers and specify the type of service and terms that customers must receive. We can create service cases against the contract and use Microsoft Dynamics CRM to check entitlements for a customer, track usage of allotted service, and so on.

Contract Elements
The Microsoft Dynamics CRM contract management system is based on these elements: Contract Templates: Contracts are always created based on a template. Our organization creates

contract templates to cover the different types of contracts that representatives write. Contracts: The contract is the actual agreement that details the support provided to the customer. It

describes such things as the price of the service contract and the coverage period. Contract Lines: A contract consists of one or more lines that detail the coverage provided for a

specific product or item.

Contract Lines
Contract lines are the individual entitlements that make up a contract. A contract line might detail the service provided for a specific product or location. The contract line includes the specific amount (for the specified allotment type) of service provided under this entitlement. Thus, we might enter a contract line for the product that allows the customer up to three service cases. The contract line also includes the dates

that service is provided for this element and the price for the service element. Since the contract line contains the pricing, a contract must have at least one contract line before we can invoice for the contract.

Contract Lifecycle
The contract lifecycle begins with templates. The organization creates a set of contract templates, adding to the set as needed. A contract line may have one of these statuses: New Canceled Existing Renewed Expired

Contract Lines
Adding contract lines to a contract is the second step in creating the contract. The contract lines provide the details of the contract. We can define several contract lines for each contract (for example, one for parts and another for maintenance), but we must have at least one contract line to invoice and activate the contract. The contract lines, also known as service contract lines, describe the specific support the contract covers, including: The specific coverage dates: The dates must fall within the boundaries of the contract's start and

end dates. The product covered: A product is not required. If we use a product, we can only specify one

product for each contract line. The allotment details: This indicates how many cases or minutes of allotted support are provided

for this contract item, such as 100 allotted minutes or 15 cases.

Working with Contracts

Contracts have an owner, just like other Microsoft Dynamics CRM records. We can assign a contract to another Microsoft Dynamics CRM user to change the ownership of the record. The owner of the contract is typically the person responsible for its administration and maintenance. (Note that ownership of the contract does not determine who can log cases against it.) We can also share a contract with another user or team to enable them to view the contract. Sharing the contract does not change ownership of the contract.

Cases and Contracts

Cases can be related to the contract lines in contracts. When a CSR logs a case, he or she can specify the contract and contract line that the case is covered by.When the CSR resolves the case, he or she enters the time spent on it. The time spent on closed activities is automatically rolled up to the contract line. If the contract line is time-based, the time is deducted from the allotted time in the contract line. If the contract line is case-based, a case is deducted. For a case that is covered by a contract line, we can view the total allotment, the allotment used, and the allotment remaining in the Contract Line form. On the General tab, under Allotment Details, we can view: line. Total Cases/Minutes: This is the amount allowed for this contract line. Allotments Used: This shows the amount of minutes or cases used so far. Allotments Remaining: This shows the amount of minutes or cases still available for this contract


Once a case is managed and it enters the organization, it will go through the case resolution process as follows:

1. A case is opened. A customer submits a problem by letter, telephone call, fax, or email. A case is created in Microsoft Dynamics CRM, including the date the case was created, a case tracking ID number, a title and description of the case, and any other information, as appropriate.

2. The case is assigned to a CSR or a queue. The CSR who is assigned to the case, or a CSR who accepts the case, reviews it and responds to the customer. 3. The case is resolved and closed. When the case is resolved, the customer can be sent an e-mail message to confirm the resolution. After a case is resolved, the assigned CSR is still responsible for the case. This provides a method for tracking what happened to the case and an owner if the case needs to be reopened in the future. 4. The customer reports that the issue is unresolved and the case is reopened. When a case is reopened, it is assigned directly to the CSR who resolved the case. 5. The CSR reactivates the case and continues to work on it until resolution. The time spent on a reactivated case is measured separately, so we can track the performance and quality by comparing the time spent initially and subsequently when the case was reactivated. We can view the history of the case by clicking History in the form's navigation pane.

Resolving Cases
Once a case is assigned to a user, he or she must perform certain activities related to the case. As soon as the user completes the activities, he or she can resolve the case. Resolving a case in Microsoft Dynamics CRM includes the following actions: View. The user resolves the case by selecting Resolve Case from the Actions Menu on the toolbar. When the information in the Resolve Case dialog box is completed, an activity is created for the

case, but the status is resolved. This is used to track the resolution. Microsoft Dynamics CRM sets the case as resolved, and the record becomes read-only. The Case Status changes to Resolved. The Case is moved from the user's In Progress queue and is no longer available in the Active Cases

Sharing Cases
Service teams frequently use queues to denote the group of individuals who share cases. In Microsoft Dynamics CRM, queues share cases as a group until cases are taken out of the queue. Note the following factors when sharing cases:

Sharing with other Microsoft Dynamics CRM users - there may still be a need to share cases with

other Microsoft Dynamics CRM users who are not a part of the service queue, such as Salespeople. Location for sharing cases - sharing cases is not permitted from the Workplace Area, but cases can

be shared from the Cases list in the Service module using the Action toolbar. Sharing individual cases - individual cases can also be shared within the record form by selecting

the Sharing command in the Actions menu.

Cases Related to Contracts

When a resolved case is reactivated, the clock for activity time is reset. The time related to closed activities is not reported twice to a contract that is based on time originally logged. When the case is resolved again, the Total Time field reflects only time from those activities that oure closed since the last reactivation, but the allotment in the contract line is not double-reported, no matter how many reactivations there are.

Cases Not Related to Contracts

When a resolved case is reactivated, activity time does not start over. When a reactivated case is resolved again, the Total Time field reflects the time from every closed activity related to the case.

Microsoft Dynamics CRM includes queuing and routing tools that help improve how incoming requests for customer service are handled. Microsoft Dynamics CRM queues are folders that contain a list of cases or activities logged into the system. The system includes two standard personal work queues: Assigned: This folder contains active cases and activities that have been assigned to the user, but

that have not yet been accepted. This can include received e-mail messages. In Progress: This folder contains cases and activities that have been accepted and are currently

being worked on. Our organization can create other queues to manage work items.

The Service Scheduling feature is for service providing companies, and it specializes in resource and time management. When users are making customer appointments, Service Scheduling automatically considers the availability of employees, facilities, and equipment to ensure that resources are ready for the customer. Some of the benefits of Service Scheduling include:

Scheduling tighter appointments while improving service quality Preventing over-scheduling with predictable workloads for employees Ensuring reliable time estimates for our customers and clients

Service Scheduling Overview

The Microsoft Dynamics CRM Service Scheduling feature uses the following concepts: Selection Rules: Groups resources into "sets." These "sets" are then used to manage the scheduling

and tracking of services. Resources: Includes people (workforce), equipment, facilities, and workforce teams. Resource Groups: Groups individual resources so that when one resource is scheduled, all other

resources belonging to the member group are also scheduled. For example, users may group a driver and a particular vehicle. Then, when the driver is scheduled for a particular job, the vehicle is also scheduled. Resources are users, facilities, or equipment that either perform the service or are required to perform a service. Individual resources have work schedules that define when they are available to work. Resource groups are a pool of resources whose individuals can be scheduled in the same way. When the service is scheduled, we can select anyone from the resource or group.

A service is a type of work that is provided to a customer and performed by one or more resources. For example, bike repair or tax consultations are services. To define a service, enter general information about the service, identify the resources needed to provide the service, and then describe these requirements by creating a selection rule.

Selection Rule
In its simplest form, a selection rule is the list of users, facilities, or equipment required to perform a service. We can define resources by how busy they are and whether the resources are from the same site or business location. For each service, create at least one selection rule by selecting one or more users, facilities, and equipment to perform it. We can use conditional sub rules to further refine a resource selection. Microsoft Dynamics CRM displays the selected rules in a tree view. When we are searching for a service activity time, the selection rules consider the lowest-level sub rule first, and then the next level up, until the top-level rule is reached.

Service Activity
Microsoft Dynamics CRM Service Scheduling keeps track of the services provided as a service activity. A service activity combines a service, at least one resource, and a specific time, place, and customer. To schedule a service activity, first select the service and then search for an available time. Microsoft Dynamics CRM uses the service's selection rules and the resource's work schedule to present a list of available times. After we select the desired time, the service activity is added to the schedule.

Resources are people (Microsoft Dynamics CRM users), facilities (such as a room or a hall where a service activity can be performed), and equipment. Individual resources have work schedules that define when they are available to work.

Resource Groups
A resource group is a pool of similar resources from which individuals can be chosen for a service activity. These resources can generally be thought of as interchangeable. Resource groups are used in Microsoft Dynamics CRM to\ model the skills (or other characteristics) required to perform or deliver a service.

Selection Criteria
A selection criterion helps users determine how resources are allocated. For example, we can choose to set up the service to ensure that a technician is completely scheduled before another technician is scheduled. Or the opposite is possible, where we ensure that all technicians are scheduled relatively evenly. By default, services are set up to select resources without comparing how many service activities are scheduled for each resource. When a selection criterion is added to a selection rule, the sub rules are considered first.

Capacity Scheduling
Microsoft Dynamics CRM can set up services and resources to consider different sized facilities or users' experience levels. This is capacity scheduling. Capacity is a relative unit that we define. One example is to define capacity in a bicycle repair shop as the number of bikes the shop has room to accommodate at the same time. Capacity can also measure skill level. For example, a junior bike technician has the ability to perform one bike inspection every hour, and a senior technician has the ability to perform four bike inspections each hour. If two bikes must be inspected in one hour, it takes either two junior technicians or one senior technician, who can perform the inspections in half the time.

Effort Required
When we add effort required into the selection rule, each time a user searches for an available service activity time, the selection rules inspect the resources for capacity available. If the resource is scheduled, then that resource's capacity is reduced by the effort required for the service.

Scheduling Service Activities

A service activity is a scheduled service that requires a resource, a service, and a time in the schedule. Users can either search for an open time using search criteria, which at a minimum includes selecting a service, or they can define a more complex set of criteria. Additionally, users can create a service activity without checking for conflicts in the scheduled service. The service activity appears as a color block on the Service Calendar and on the calendar in the Workplace and Activities areas.

Closing, Cancelling, or Rescheduling a Service Activity

If a service activity is completed, it can be closed and marked for billing. If the service activity is not completed, it can be cancelled. If the customer wants to reschedule the activity, users can search for a new timeslot.

Rescheduling a Service Activity

When we are rescheduling a service activity, the flow is similar to scheduling. We can make adjustments to a service that has been booked and the system ignores this booking when we are calculating availability.


Existing system

Existing system for EBT Support

EBT Support is the project in which EBT is implementing Microsoft Dynamics CRM to automate its process of
handling clients. Currently, company is using MS Office e.g. MS Excel, MS Word office, MS Outlook for managing service requests sent by clients and allocation of internal resources.

Mainly EBT provides implementation and support services for: 1. 2. Microsoft Dynamics NAV Microsoft Dynamics CRM

Currently company is providing services to 35 clients. Clients report issues through email or telephonically. Issues are categorized in two parts: 1. AMC (Annual maintenance Contract) 2. CR (Change Request) Any customization which is out of the scope of AMC

In EBT, Service process is managed using MS Office where support coordinator need to maintain a lot of Excel sheets to keep track of various service requests, their solutions and allocated resources, one entry has to be entered at multiple locations. Following are the Excel sheets: 1. 2. 3. 4. 5. Issue Log Details Resource Requirement Issue assignment Pending Issues Support details




Managing Leads Contact Management Account Management Account Profiling Activities Management Quotes Management Quotes Generation

Functional Requirements for ValueAdditions

The FRD is the starting point of the solution and system development and is a collaborative effort between all business and technology stakeholders The FRD defines what the user needs. It is not intended to specify how the needs are to be met. The how will be worked out in the Fit Gap Analysis Spreadsheet and in the Design Phase (FDD, TDD and SDD). Furthermore, the document:
Identifies Forms Forms Forms Forms

and documents ValueAdditions requirements.

the basis of the Functional Design Document (FDD) and system configuration the basis of planning the basis of quality assurance the basis of functional tests

The purpose of the FRD is to communicate business needs in common terms to all project and technical team members to ensure the end product meets the business objectives. It is the first phase of the Systems Development Life Cycle.


Global Entities

1.1.1 Account Management

The account details are being captured for Account Name , other contact details like phone and address are captured. The account profiling needs to be done i.e. is segmenting of accounts i.e. Enterprise, SME, SMSPS, Government, Educations, Dealers, Private & Training Institutions and NGOs with relating to principals. Education details required to be captured would be for Primary & Secondary Schools aided / non aided , Government schools / colleges , Arts , Science , Commerce , Engineering , MBA ,

International Business Schools , Architecture , Polytechnic , Digital design colleges , Law , Pharmacy , Medical , University , Trusts , Research Institutes and Others. Details of account being passed from third

party should be also be there for capturing. Further the history of the client needs to be captured i.e Infrastructure complete details , key members , competitors , Facility management , Existing hardware & software

1.1.2 Contact Management

The contact details are captured as per the name , phone details and Email ids also personal email id is required. The possibility of capturing details of kids name should be also provided.

1.1.3 Activity Management

Activities are captured on excel sheets and done manually

1.1.4 Calendar Management 1.1.5 Alerts and Notifications 1.2 Marketing Automation

Marketing activity is carried out on products basis like for Microsoft / Symantec / Adobe. The verticals are segregated according to industries. The email ids are captured and sent to the outsourced company for mailers to be sent. The mailers are sent for various line of business like Corporate / Education / Channel i.e. vendors

1.2.1 Plan & budget 1.2.2 Target marketing/list management 1.2.3 Campaign planning & creation
Campaigns are done through the outsourced vendor for sending mailers where the details for email ids are captured.

1.2.4 Telemarketing and questionnaires 1.2.5 Computer telephone integration

1.2.6 Campaign launch & execution 1.2.7 Tracking & marketing analytics 1.2.8 Workflows 1.3 Sales Force Automation

1.3.1 Sales teams & territories

Sales teams are spread across Mumbai pune and banaglore

1.3.2 Lead management

Call outs are made for the Leads and also leads are captured through call ins from prospects on the mailers and campaign responses. On the visits made to the prospect the details for next follow up month and information like blue book given , service brochure given , corporate profile given , reference from , AP case , bulk mails details and wrong no if any.

1.3.3 Opportunity management

Leads are then further classified and considered a opportunity for sending quotes

1.3.4 Quotes & Order management

Quotes are sent for various products lines i.e. Microsoft / Adobe / Symantec. There is different licensing policy for each of the product lines. The licenses details and the products are right now captured all in excel files. Details for Microsoft Products & Licensing There is categorization for Microsoft. It is classified into OEM (Original Equipment manufacturer) Licenses, Full pack Licenses and Paper Licenses i.e. (Microsoft Open License policy) OEM Licensing This is done with New machine licenses and is largely for Desktop Operating systems (i.e. Office Small / Basic and Windows OS (e.g. Vista)

Full Pack Licensing This is done for single machines and requires activation using the serial key. This is mostly for Home users and very small office setups Paper Licenses Microsoft open license policy is further segregated into Business (Non specific Level i.e. (5-495) and Volumes which is further divided into Level C (500-1099 pts) and Level D (2000 & above). There is also categorization for MOLP on basis of pools like Application pool / Server pool / system pool. MOLP is also further into (OVL i.e. Open Value License) where there is a period of 3 years of agreement which is for SMB segment (i.e. 5-250 licenses) and OVL is for only (Non specific level). OVL is also divided into Companywide (specific products) i.e Office professional, Windows Cal, Core CAL for SMB and SME segments / Non Companywide (All products) / Subscription (rents) Software Assurance involves payment advantage + upgrade to tech media + TechNet subscription + Training Voucher + online learning + incident support + employee purchase program. MOLP is also available in Enterprise Agreements this is available globally Details for Symantec products & licensing It is categorization for Antivirus, Backup, Inventory, Archiving, Storage, Disaster recovery Antivirus The products involved are Symantec end point protection and Symantec end point protection (SBE edition) which are available in the types of box packs(5 ,10, 25 Users packs) and paper licenses (5+ users licenses) Backups The licensing works on the concept of base packs and agents licenses for all the client machines Inventory Management Licensing is for 1 main server and additional licenses on the client machines DLP There are three classifications for licensing w.r.t Endpoints (Desktop, Laptop) / Network / Storage Archiving This is done for Mail server and additional clients licenses. Storage On quotations further details needs to be captured for Principal Company Microsoft / Oracle / Symantec / Adobe / etc

Type of product MS Office / Oracle 11g / Adobe CS4 flash / etc Type of license OEM / Full pack / License / License SA / OVL / Select / EA / Subscription 1yr / Subscription 2yr / Subscription 3yr with start date and end date. Actual value of product value i.e. actual revenue. Quotation format for quotes currently done on word and excel documents and the details captured are Product Name, Rate, Quantity, and Total Price. The products are selected from the principals i.e. Microsoft, Oracle, and pricelist and captured in the quotation then the qty is also captured and calculation for the product is done. The tax calculation i.e. Service tax @ 10.3% and VAT @ 4% is done for the Microsoft and other products except adobe box packs on the total price

1.3.5 Forecasting & sales analytics


Service Management

The services management team at LDS caters to all products services and supports the sales team in the pre-sales and post-sales activities. The services involved would be largely for i) ii) iii) iv) v) vi) vii) viii) Consulting Deployments Done by technical team (approx 4-7 days) Troubleshooting activities Annual Maintenance Contracts Turnkey Projects Services for Internal & External Customers Facility Management Services provided by resident engineers Downloading & Burning CDs for customers -

1.4.1 Service contract management

The service contracts i.e. AMCs are done for annually basis, customers are covered under the AMCs i.e. contracts and if not covered under contract there are daily visits that are being charged to the customer.

1.4.2 Case management

Cases are captured by the services team and service engineers are scheduled according to their schedules, the details are captured on excel sheets

1.4.3 Knowledge Base

Knowledge repository is not maintained at this moment

1.4.4 Service scheduling

Services are scheduled with resources on a daily activity basis. There is a moment register in which all the information is captured of the people going on calls from the service and sales teams.

1.4.5 Service reporting & analytics

Services reports for daily service activities and visits reports are captured

1.4.6 Workflows
Workflow would be required for the sharing of information from the leads being passed from the sales team to the services team



Reports are being manually generated at various stages

1.5.1 Marketing Reports 1.5.2 Sales Force Automation Reports

Reports for sales expected data wise and month wise are done manually on excel sheets.Reports for CALL IN & CALL OUT details are captured. Customer Analysis Report - Details captured on this is Name of company / institute, Contact person, designation, Contact address, email id, fax, segment, area, customer requirement, no. of servers, type of

servers, no. of desktop, type of desktop, visited date , type of call , requirement generated, name of decision maker


The purpose of the system is to support and automate process of managing service requests sent by clients and allocation of internal resources. This is achieved by customizing and configuring and then implementing MS CRM as per the functional requirements described in FRD. Process begins with finalization of the Contract between EBT and client. After requesting for a service or reporting a issue via the phone or email, client is attended by support coordinator of EBT. Information related to client and the issue is then inputted manually by support coordinator. Issue or the Service Request is then analyzed by the support coordinator and assigned to available resources e.g. Technical or Functional consultant accordingly for resolution. Records are stored in the SQL database. System automatically generates required reports periodically on the basis of system inputted criteria and sends to top level management. Top level management analyse the reports and react accordingly. System generates and sends email to support coordinator prior to 8 days, AMC with a client expires.

Use Case Diagram


Request Service
<<include>> Client

Analyze Issue


Provide Resolution

Support Coordinator

Assign Issue


Update Status of the issue

<<extend>> Top Management

Analyze Reports & Track Progress

Feasibility is the determination of whether or not a project is worth doing. The process followed in making this determination is called Feasibility Study. This type of study determines if a project can and should be taken. Once it has been determine that project is feasible, the analyst can go ahead and prepare a project specification, which finalizes project requirements. In the conduct of the feasibility study, the analyst usually considers distinct, but inter-related types of feasibility. These are: Technical Feasibility Economical Feasibility Operational Feasibility

Technical Feasibility:
This is concerned with specifying software that will successfully satisfy the clients requirement. The technical needs of the system may vary considerably, but might include: The facility to produce outputs in a given time. Response time under certain conditions. Ability to process certain information at a particular speed. Facility to communicate information to distinct location.

In examining technical feasibility, configuration of the system is given more importance than actual making of the hardware. The configuration should give the complete picture about the systems requirements: is workstations are required? How these units are interconnected so that they could operate and communicate smoothly.

Economical Feasibility:
Economic analysis is the most frequently used technique for evaluating the effectiveness of a proposed system .More commonly known as Cost / Benefit analysis: the procedure is to determine the benefits and savings that are expected from a proposed system and compare them with the costs. If benefits outweigh costs, a decision is taken to design and implement the system. Otherwise, further justification or alternative in the proposed system will have to be made if it is to have a chance of being approved.

Operational Feasibility:
Operational Feasibility is mainly concerned with human, organizational and political aspect. General impressions of these factors may be gained from the corporate appraisal and through consideration of the system trigger. Amongst the issues examined are, what job changes would the system bring? Most people react unfavorably to change. Planned job changes must be carefully handled so that those affected are seen to gain in a way that they feel is acceptable. This may be through job enrichment or simply through raising wages. The points to be considered are: What changes will be brought with the system? What organizational structures are distributed? What new skills will be required?

Project is not rejected simply because of operational infeasibility but such consideration is likely to critically affect the nature and scope of the eventual recommendations. For this Software users are required to have a minimum knowledge of use of computers including data entry and Internet browsing. However, the administrator should have a sound technical background in order to provide the values. As training will be provided to users for the use of software to be delivered, hence the System is Operational Feasible.



System Requirements and Required Components

Microsoft Dynamics CRM requires several software applications and components that work together to create an effective system. Microsoft Dynamics CRM supports the latest version and service pack (SP) for all required

components, such as Microsoft Windows, SQL Server, Internet Explorer, Microsoft Office, and Exchange Server.

Microsoft Dynamics CRM Server hardware requirements

The following table lists the minimum and recommended hardware requirements for Microsoft Dynamics CRM Server. Component Processor Minimum Dual 1.8-GHz processor such as an Intel Xeon P4 Memory Hard disk 1-GB RAM 400 MB of available hard disk space Recommended Multi-core or multiple 1.8-GHz CPU or higher 2-GB RAM or more 400 MB of available hard disk space

Microsoft Dynamics CRM Server software requirements

Windows Server operating system Microsoft Dynamics CRM can be installed only on one of the following Windows operating systems Windows Server 2003 Windows Server 2008

Active Directory modes The computer on which Microsoft Dynamics CRM 4.0 is running must be a domain member in a domain that is running in one of the following Active Directory modes:

Windows 2000 Mixed Windows 2000 Native Windows Server 2003 Native Windows Server 2003 Interim All Windows Server 2008 Modes


The computer on which Microsoft Dynamics CRM is running cannot function as an Active

Directory domain controller, unless it is running Microsoft Windows Small Business Server 2003 Premium Edition R2.

When you install Microsoft Dynamics CRM in a Windows 2000 Mixed-mode domain, you cannot

add users to Microsoft Dynamics CRM that are located in a different domain.

Installing Microsoft Dynamics CRM Server in a domain that is running in Active Directory

Application Mode (ADAM) is not supported.

Internet Information Services (IIS) We must install and run either Internet Information Services (IIS) 6.0 or IIS 7.0 in IIS Compatibility Mode before you install Microsoft Dynamics CRM Server.

Software component prerequisites

The following components are not installed during Setup. These components must be installed and running on the computer where Microsoft Dynamics CRM Server will be installed:

Services Indexing Service

By default, this service is installed during Windows Server 2003 Setup. IIS Admin service

World Wide Web Publishing service Windows Data Access Components (MDAC) 2.81 (This is the default version of MDAC with

Windows Server 2003.)

Microsoft ASP.NET (Must be registered. Does not have to be running.)


Microsoft Dynamics CRM SDK

This SDK (SOFTWARE DEVELOPMENT KIT) contains a wealth of resources, including code samples, which are designed to help us build powerful vertical applications using the Microsoft Dynamics CRM platform. It is a guide for developers who write server-side code, custom business logic, plug-ins, integration modules, custom workflow modules and more. The SDK is an architectural overview of Microsoft Dynamics CRM, the entity model, security model, Web services, and sample code. The
Application Dynamics CRM Comment SQL database for data and the CRM application

Microsoft CRM includes

Dynamics SDK

documentation that covers a wide range of instructive and

practical information. Before we can use this SDK effectively, make sure that we have Microsoft Dynamics CRM installed. To ensure a successful installation, follow the detailed procedures in the Microsoft Dynamics CRM Implementation Guide. This document describes the required steps to setting up the environment before you install Microsoft Dynamics CRM 4.0.



Data stores
The following business applications within the solution will be supported by their own associated databases.

The following processes are included in the scope of the solution: Account Management Contact Management Case Management Contract Management Knowledge Base Management Services Management Managing Workflows Managing Plug-Ins

Account Management
Accounts are records that track organizations. In this business-to-business (B2B) support scenario, customers are represented by accounts. An account can be a company, government entity, non-profit organization, club, or any organization. Accounts tracked in Microsoft Dynamics CRM commonly include: Customers Vendors Partners Resellers

High Level Functional RequirementID a b c d High Level Functional Requirement Option of Creating a new Account Option to Edit an existing Account Options to input Address information in the Account Options to input company specific information for the Account e f g h i j Options to input business specific information for the Account Option to Add Sub-accounts to the Account Option to Add Contacts to the Account Option to Add Activities to the Account Option to enter description if any Option to add Notes to the Account

Filed DetailsManaging Contacts consists of various stages and detailed information needs to be gathered for each stage: ID Functional Requirement(Data Elements) a b Account Name Account Number To describe the name of the Account (Client) To Enter Number to uniquely identify the Account c Parent Account Lookup field to select Parent Account if any Description / Purpose

Primary Contact

Lookup field to select primary authorized contact of the Client

Relationship Type

Dropdown List to select Relationship of the Account with EBT

Main Phone

To enter Primary Phone Number of the Account

Other Phone

To enter Secondary Phone Number of the Account

h i j k

Web Site Email Fax Currency

To enter the Web Site To enter the Email Id To enter Fax Number of the Account Lookup filed to select the Currency to use for Billing calculation

Address Name

To describe the name Business Unit of the account

m n o p q r s t

Street-1 Street-2 Street-3 City State/Province Zip/Postal Code Country/Region Address Type

Name of Street-1 Name of Street-2 Name of Street-3 Name of City Name of State/Province Zip/Postal Code Name of Country/Region Dropdown list to select type of Address from: Bill To Ship To

Primary Other


Dropdown List to select Industry to which the account belongs

Annual Revenue

Field to input the Annual Revenue of the Contact


Dropdown List to select type of the Client from: Public Private Subsidiary Others


Field to enter additional information in Notes about the Account

Contact Management
Contacts are records that track people. A contact can be a customer, consultant, service provider, or other individual. In business-to-business scenarios where "customers" refer to accounts, a contact generally represents an employee of the account. In business-to-customer (B2C) scenarios, a contact is generally the "customer." Microsoft Dynamics CRM also allows the Support Coordinator to track organizational hierarchies through the use of sub-contacts. This feature can be used to track professional relationships within an organization.

Parent-Child Relationships between Accounts and Contacts:

More specific aspects of the relationship between accounts and contacts are as follows: A contact can have only one parent account or contact.

If a contact record has a parent account or contact, any sales records,


quotes, orders, or invoices related to the contact record are automatically related to the parent. A contact is not defined as a subordinate entity of an account. Accounts and contacts can exist as separate, stand-alone records.

High Level Functional Requirement

ID a b c d e f g h i j High Level Functional Requirement Option of Creating a new Contact Option to Edit an existing Contact Options to enter general information about the contact Options to enter Address Information for the contact Options to enter Professional Information for the contact Option to Add Sub-accounts to the contact Option to Add more Addresses to the contact Option to Add Activities to the contact Option to Enter description if any about the contact Option to add Notes to the Account

Filed Details
Managing Contacts consists of various stages and detailed information needs to be gathered for each stage: ID Functional Requirement(Data Elements) a b c d First Name Middle Name Last Name Parent Customer To describe the First name of the Contact To describe the Middle name of the Contact To describe the Last name of the Contact Lookup field to select the Account to which the Contact belongs e Job Title Designation of the Contact in the Client Organization f Business Phone To enter Business Phone Number of the Contact g Mobile Phone To enter Contact Fax h i j k Web Site Email Currency To enter the Web Site To enter the Email Id Lookup filed to select the Currency to use for Billing calculation l Address Name To describe the name Business Unit of the Contact m Street-1 Name of Street-1 To enter Fax Number of the Contact Mobile Phone Number of the Description / Purpose

n o p q r s t

Street-2 Street-3 City State/Province Zip/Postal Code Country/Region Address Type

Name of Street-2 Name of Street-3 Name of City Name of State/Province Zip/Postal Code Name of Country/Region Dropdown list to select type of Address from:

Bill To Ship To Primary Other


To enter the name of the Department to which the Contact belongs


To enter the name of the Assistant of the Contact

w x

Assistant Phone Manager

To enter the Phone Number of the Assistant To enter the name of the Manager of the Contact

y z

Manager Phone Role

To enter the Phone Number of the Manager Dropdown List to select Role of the Contact in the organization: Employee Decision Maker

y Notes


Field to enter additional information in Notes about the Contact

Case Management
Support Coordinator is required to keep record of contact with customers, such as case resolution and customer inquiries, complaints, or recommendations.

Service management is about creating, managing, and tracking cases. Cases can include the following types: New Issue Bugs Change Request

Cases can be automatically routed to a queue or Support Coordinator based on the characteristic of the case or customer. Support Coordinator can issue to available consultant to get it resolved as quickly as possible.

If the contract with any Client expires, System should be not allowed to create any case for that Client. System is needed to generate a pop-out warning message when any such attempt is made.

High Level Functional RequirementID a b High Level Functional Requirement Option of Creating a new case Option to select Account from which Case was reported

Option to select the Contact from the related Account by whom the case was reported

Option to select Medium through which the Case was reported Option to tracking the status of the case

e f g h i j k K m Option to set priority on which issue is to be resolved Option to enter contract information resolution comes under Option to manage activities related to the case Option to add a case to the queue Option to assign the case to a owner or a team Option to create and run Workflows Option to store information about provided resolution Option to search and Insert related Knowledge Base articles

Field Details
Managing cases consists of various stages and detailed information needs to be gathered for each stage: ID Functional Requirement(Data Elements) a Title To describe the name of the case needed to be resolved Description / Purpose

Case No.

Field that shows Randomly generated Case No. that identifies the case among all cases reported to EBT

c d

Customer No. Customer

To input Account No. of the Client Lookup field to select Account Name of the Client company

Reported By

Contact Name of the Client company who reported the case

Case Type

Option to select type of case registered New Issue Bugs Change Request

Case Origin

Option to select Medium through which case is reported Phone Email Web

Case Description

Case Description & Impact to project given (e.g. in Email)


To input the subject to which case belongs

j k

Resource Allocated Status

Team or User to whom case is assigned Status of the Case: Open- At reporting In-progress- While doing Confirmation pendingAfter resolution till

customer confirmation Closed- After confirmation from customer

Contract Management
Contracts are agreements that provide support during specified coverage dates for a specified number of cases or length of time. For every Client, a Contract is made which legally specifies the terms and conditions of the Agreement between the Client and EBT. When client contact EBT via Support Coordinator, the Contract specifies which Contract Lines apply when they receive support from EBT.

AMC (Annual maintenance Contract) An Annual Contract is made with each Client which is
called AMC (Annual maintenance Contract). In EBT, Charges are based on: 1. 2. Time:

On the basis of Man Days (1 Man Day = 8hrs) No. of Visits to client site

Client is charged as per AMC with him. On the basis of type of issue/case reported, Contract Lines are applied to calculate charges. Following Contract Lines defined in the AMC determine the charges and time of free services for a client: 1. Bug resolution Client is entitled to receive services for the cases with type bugs in the system in

the AMC period. Charges may vary from client to client.


CR Client is entitled to access services for any case with type Change Request in the AMC period.

CR Contract Line applies for any type of customization request in the system. Charges may vary from client to client.

If the contract with any Client expires, System should be not allowed to create any case for that Client. System is required to generate a pop-up warning message when any such attempt is made. System generates and sends email to support coordinator prior to 8 days, AMC with a client expires.

High Level Functional Requirement for ContractID a b c d e f g h i

High Level Functional Requirement for Contracts

Option to Create a new contract Option to select Client to which the Contract belongs Option to record Time period of the Contract Option to store Billing information of the Contract Option to select contract template Option to add Contract Lines to the Contract Option to manage activities related to the Contract Option to create and run Workflows Option to generate reports

Filed Details for ContractManaging Contracts consists of creating and managing Contract Lines, some Workflows and Reports. Detailed information needs to be gathered as described below: ID Functional Requirement(Data Elements) a Contract ID System generated ID Number that identifies the Contract among all Contracts b Customer Lookup field to select Account Name of the Client company c d e Contract Start Date Contract End Date Duration in Days Starting Date of Contract Period Ending Date of Contract Period This field is not editable and shows no. of days of contract f g h i j k l M Billing Start Date Billing End Date Billing Frequency Currency Total Price Total Discount Net Price Discount To enter Starting Date for the Billing Period To enter Ending Date for the Billing Period Period of frequency at which Bill is generated Currency in which Bill is calculated Total Amount for the Contract Total amount of Discount applicable Total Payable Amount after deducting Discounts Radio Button options allows to select whether discount will be calculated as: Percentage Amount Description / Purpose

Knowledge Base Management

The Support Coordinator creates a case for the Client and then tries to analyze or resolve the case by browsing and searching for the answer in the posted Knowledge Base articles. The Support Coordinator looks for the Client's contract, informs the Client of his or her entitlement (the service he or she is contractually entitled to receive), and proceed to resolves the case. Support Coordinator can create and use Article Templates to create Knowledge Base Articles. Following existing Article Templates are available in the system:

1. 2. 3. 4.

Procedure Question & Answer Solution to a Problem Standard KB article

High Level Functional Requirement-

ID a b c d e f

High Level Functional Requirement Option to Create a new Knowledge Base Article Available required Articles Templates to create new articles Option to select the related Subject Option to input Keywords to help in searching Articles fast Option to attach Informational Documents Option to submit and unpublished the Article

Filed Details


Functional Requirement(Data Elements)

Description / Purpose


To describe the name of the Knowledge Base Article


Lookup field To select the Subject to which the Article is related

Key Words

Field to input Key words to speed up search of the Articles

d e

Notes Comments

Field to add Informational Notes about the Article Filed to add comments

Service Management
A service is a type of work that is provided to a Client and performed by one or more resources. e.g. To customizing and generating any specific report. To define a service, Support Coordinator enters general information about the service, identify the resources needed to provide the service, and then describe these requirements by creating a selection rule if any.

High Level Functional Requirement

ID a b High Level Functional Requirement Option to Create a new Service Option to input information about the Service

c d

Option to input Scheduling Information about the Service Option to input information about required resources

Filed Details-


Functional Requirement(Data Elements)

Description / Purpose

a b

Name Initial Reason Status

Field to describe the name of the Service Field to select Initial Status of the Service Scheduled Pending Reserved In Progress Arrived

Open c d Description Default Duration Requested Tentative

Field to enter some information about service Field to select Time Duration(in Man Days) service is supposed to take

Start Every


Field to select Time Duration at which Service is provided The Time at which service starts every day

Beginning At

Required Resources: Selection Rule A selection rule is the list of users, facilities, or equipment required to perform a service. Support
Coordinator can define resources by how busy they are and whether the resources are from the same site or business location. For each service, He needs to create at least one selection rule by selecting one or more users, facilities, and equipment to perform it. Support Coordinator can use conditional sub rules to further refine a resource selection. Microsoft Dynamics CRM displays the selected rules in a tree view. When you are searching for a service activity time, the selection rules consider the lowest-level sub rule first, and then the next level up, until the top-level rule is reached.

ResourcesResources are people (Microsoft Dynamics CRM users), facilities (such as a Room or a office where a service activity can be performed), and equipments.

Resource GroupsA resource group is a pool of similar resources from which individuals can be chosen for a service activity. These resources can generally be thought of as Interchangeable. Resource groups are used in Microsoft Dynamics CRM to model the skills (or other characteristics) required to perform or deliver a service.

Managing Workflows
System needs to have following workflows to automate the service processes: 1. Change Case Status Reason Status Reason of a case is changed automatically as it is created after

receiving Email or Phone Call from Client and moves from Support Coordinator to consultant and get resolved. StepsA. When any Phone call or Email record is converted to a case or when a case is created manually,

Status Reason of case is changed to OPEN. B. When any OPEN case is assigned for resolution to any Resource or a Team, Status Reason of the

Case is changed to IN PROGRESS.


When any assigned case is resolved by a Resource or a Team, Status Reason of the Case is changed

to CONFIRMATION PENDING. D. If the Status Reason of case is CONFIRMATION PENDING, an email is sent to the Client

informing about the provided resolution. 2. When the Support Coordinator gets reply back from the Client stating that the provided resolution

was not satisfactory, Status Reason of case is changed to IN PROGRESS and the Case is again assigned to appropriate consultant for resolution. If the Client confirms to be satisfied with the Resolution through the Email, Status Reason of the Case is changed to CLOSED.

Managing Plug-Ins Plug-In for Contract Notification

Every client has a contract with EBT. Contracts are agreements that provide support during specified

coverage dates. Contract Start Date and Contract End Date define the duration of a contract. As per the requirements of EBT, System needs to generate and send an email to the Support Coordinator exactly 10 days prior to Contract End Date. The Email should contain all necessary information, reminding Support Coordinator about the Contract End Date. It would help him to take further necessary actions like informing the Client about it. To fulfill this requirement, it is required to create a plug-in using Web Services which would keep track of Contract dates and would inform Support Coordinator about Contract through Email. The requirement is to: Create a plug-in on the contract entity to update No. of days left for reaching Contract End Date. Use the Plug-in Registration Tool to register the plug-in with CRM.



The purpose of System Implementation can be summarized as follows: making the new system available to a prepared set of users (the deployment), and positioning on-going support and maintenance of the system within the Performing Organization (the transition). At a finer level of detail, deploying the system consists of executing all steps necessary to educate the consumers on the use of the new system, placing the newly developed system into production, confirming that all data required at the start of operations is available and accurate, and validating that business functions that interact with the system are functioning properly. Transitioning the system support responsibilities involves changing from a system development to a system support and maintenance mode of operation, with ownership of the new system moving from the Project team to the Performing Organization.

MS CRM Solution for ValueAddrions

The sales module consists of Leads Management, Contacts Management, Accounts Management and Generating quotes with products and price lists in the system.

Leads Management Capturing Leads in CRM

A lead is a potential sales prospect. They are usually someone that us have collected information on, but are unsure if they are interested in doing business with our company.

User CRM first page The user can then go to Sales Tab Leads on click of leads the following page will be availabl

Leads View for the Users Once the leads view is available to the user the user can go to New button on the form for creating new lead in the system. General Tab

Details for Leads Leads form is displayed once New button is clicked on the view and details fields are to be entered -- the fields for Topic , Salutation , First name , last Name , Company name , Lead principal company , Job title , Rating , Country code , Email are mandatory fields on the form and should be filled by the user. There is also field for Service required which needs to be entered as Yes / No and then which service field needs to be filled in if Yes is selected. The user can then enter details for the Details Tab

Details Tab View for Users The user can enter details for the Street address and City, State, No of Employees, Industry Type, Lead Source and Lead Specify Then the user can enter details for the Administration Tab and select the required details

Administration Tab View for Users on Accounts The administration tab is same for the Accounts, Leads, and Contacts in the application - the user can select the preferences methods as required or these can be kept as default.

After the Administration tab the details for the Notes can be captured in the system Notes can attached for the all Leads, Accounts, Contacts in the application

Notes can be entered as required for the discussions with Lead. The lead can be then save and close once the lead is saved and closed, it will be available in the leads view for the user

The following screenshot provides the details

Leads View in the system as record Once the initial details about lead is saved in the system and our company is sure about some business from this lead it can be converted into Account and corresponding contact. Lead can be again opened with double click the record and click on the convert lead button

Once click on the Convert Lead button - pop up is visible to convert the lead as required

Converting Lead

The lead can be converted to Account / Contact and then the details for these can be further captured. Once the lead is converted - the details will flow to Accounts and Contacts automatically. The converted lead will be now available in Accounts

Converted Account in Accounts View The Account can be then opened by double click the record and then we have the form for Accounts

Account form with details The details for Account Name, Type of Account, Primary contact, Service required, Country code, Address details, Contract start date, and Contract end date details, Anti piracy details can be captured. On the details tab the information for Industry, no of employees and other details can be entered.

Details tab on Accounts The further details to be captured can be for the Infrastructure details tab and the required information can be captured on this tab.

Infrastructure details on Accounts The details for the Administration and Notes can be then attached to notes as discussed in Leads. Accounts can be also directly entered in the system from the Accounts view in the system

New Account to be created from New button and then the same process of Account details capturing..

Accounts View

Contacts can be also created in the same manner as Accounts oure created.

Contact will be also available in the view as the Account.

Contacts View The contact record can be opened by double click the record and the form is visible for details to be entered

Contact form with details The details tab consists of the personal information i.e. Birthday, Marital Status, Kids and Gifts details can be captured.

Details on Contact form The other details for the contact can be captured as for leads (i.e. Administration, Notes)

Details for Contacts on the Contact form Activities to the Account form can be added by double click the Account go to activities in the left side bar Then click on new activity for adding phone, email, fax, appointment activities to Account

Adding new activity to Account Once the activity button is clicked to the Account i.e new activity new pop up is available to add the activity Select the type of activity and then click OK. The activity form will be displayed

Type of Activities on Account Once the activity type is selected the form for the activity is displayed. The details for the activity can be entered and then saved.

Activity details captured The activity will be then available in the activity view. The activity then can be re opened by double click and if the activity is completed the user go to action and close activity. It then moves to history.

Activity details closed Further activities can be added to the application in the same manner. Quotes can be also prepared by going to the quotes bar in the main page.

Quotes View

Quote can be prepared by going to New button

Quote Form details Once the details are selected i.e. Potential customer, Price list, Name of the quote the form can be Save As the form is saved the other details on the left side bar are enabled, Then user needs to go to Existing Products link on the enabled links and click to add products

Adding quote products Then click on new quote product to add new product to the quote. Form for quote product will be displayed; the details are required to be captured on this form.

Quote product form The field for product needs to be selected to add product to the form Select the product from the window screen and OK to add to the form,

Add product to quote product Once the quote product is selected and the quantity is entered the form needs to be Save and Close, the values are generated, then select the exchange rate

Select the exchange rate for product Once the exchange rate is selected - - the product price values changes with the exchange rate. Then enter the service tax and VAT details on the form and also enter margin as required, then the details are calculated in the Total Line Amount then save and close form. In the same process further line items can be entered as required for the quotation Once the line items are added the quote total details are displayed on the quote form

Quote with details Once the quote details are captured the quote can be generated for send to the customer Go to Print Quote for Customer button the form and select the quote template In the personal mail merge template select the LDS quote template for quotation. On OK of the template the word document is generated user needs to select the Addins in the word document. Once the addin CRM is selected the following screen is displayed

After selecting Addin for Quote Once clicked on OK the user needs to select the Finish and Merge and then clink Edit Individual documents

Finish and Merge Word document Once the document is merged the final output is generated for the user as Quotation

Final Quotation Once the final quotation is generated the document can be saved as normal word document or as pdf and can be sent to the customer.



As the software is created and added to the developing system, testing is performed to ensure that it is working correctly and efficiently. Testing is generally focused on two areas: internal efficiency and external effectiveness. The goal of external effectiveness testing is to verify that the software is functioning according to system design, and that it is performing all necessary functions or sub-functions.

The goal of internal testing is to make sure that the computer code is efficient, standardized, and well documented.

Implementation and Unit Testing

During this phase design is implemented if the software design description is complete .the implementation or the coding phase proceeds smoothly because all the information needed by the software engineer is contained in the SDD. Initially the small modules are tested in isolation from rest of the software product.

Integration and System Testing

This is a very important phase; effectively testing will contribute to the delivery of higher quality software, more satisfied user, low maintenance cost and more accurate results. This is a very expensive activity and consumes one third to one half of the cost of the developed project.

Operation and maintenance

Software maintenance is a task that every development group has to face when the software is delivered to the customer site, installed and is operational. Software maintenance is a very broad activity that includes error correction, enhancement of capability, deletion of obsolete capabilities and optimization.

Unit testing:
In this phase of testing, each module is tested separately for accuracy and to detect coding errors. Unit testing was performed for each individual module as soon as it was developed. All the errors detected in unit testing oure removed.

Integration testing:
In this phase of testing the modules are integrated into subsystems to form the entire system and then tested to detect design errors by focusing on testing the interconnection between modules. This testing is performed by integrating each module one by one and then testing the application with each integrated module before the whole system is integrated for System testing.

System testing:
In this phase of testing from the developers point of view the whole system is tested against the system requirements to see if all the requirements are met and if the system performs as specified by the requirements.

Acceptance testing:
This forms the last phase of the testing where the final product is handed to the organization for testing purpose wherein the user logs on to a remote machine and checks for the desired results. Both the client side and the admin side will be tested by the client on the client machine whether the design and functionality is meeting his requirements.



If history has taught us one thing, it is that organizations cannot afford to neglect strategic investments in challenging economic times. The biggest risk of all is to do nothing. With every passing week that an organization doesnt have a well-considered strategy and the enabling tools to execute upon it, it is missing opportunities to better position itself for sustainable growth. By investing in operational efficiencies, organizations can save money over time and find themselves better positioned to take the lead when times improve. By focusing on their customers, they can continue to nurture the business, strengthen critical relationships, and better capitalize on revenue opportunities. Microsoft Dynamics CRM provides organizations with an opportunity to improve their business by providing the right mix of features and platform flexibility along with strong corporate viability to help ensure long-term success.



Reference Book: Software Engineering Roger Pressman Customer Relationship Management - Kristin Anderson & Carol Kerr Achieving Excellence in Customer Management- Adrian Payne

Reference Websites: www.ebtech.biz msdn.microsoft.com

www.mscrm-addons.com www.msdynamicsworld.com www.microsoft.com www.mscrm.com

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