Microsoft Dynamics crm planning Guide
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Planning a Microsoft Dynamics CRM implementationThis section describes how to plan a Microsoft Dynamics CRM implementation. Planning tasks for business managersDuring planning, business managers should:
To use the workflow feature, you build rules. For each rule, you define the trigger and the resulting action. Rules can be triggered when a record changes state (open to closed, active to inactive), when a record is created, when a record is assigned, or manually. The following scenarios are examples of how to automate a business process by using workflow.
A workflow rule could determine the category of the case (shipping problem, product problem, or billing problem), and assign it to the appropriate queue. If a case stays in a queue for two days without a resolution, the rule could automatically assign the case to the manager. If after four days, the case is still not resolved, it might be routed to an escalation queue.
A workflow rule could notify your billing system whenever an invoice is created in Microsoft Dynamics CRM.
When the invoice status changes to Fully Shipped, the customer can be automatically notified of the shipment through e-mail, by using a predefined e-mail template.
After a lead is created, depending on the stage that the lead is identified at, different activities can be scheduled. For a stage 1 lead, an introductory e-mail letter can be automatically sent and an activity scheduled with a due date of one month for follow-up. For a stage 2 lead, an activity can be scheduled for a specific salesperson to call the lead and mail a product catalog. For a stage 3 or 4 lead, an activity is scheduled for a specific salesperson to fax promotions and collateral to the customer, with another task activity to follow up in a week.
After a case is resolved with customer satisfaction set to "dissatisfied," an activity can be automatically scheduled for a salesperson to call the customer. If the satisfaction is set to "very dissatisfied," an activity can be automatically scheduled for a manager to call the customer.
For more information products and competitor data, see the Microsoft Dynamics CRM Help topics.
For more information about customization, see the Microsoft Dynamics CRM Help topics.
Microsoft Dynamics CRM includes standard reports that you can use to answer common business questions. You can modify these reports or create your own if you have additional reporting needs. As you design your Microsoft Dynamics CRM system, the managers should review the reports for their areas to make sure that the reports will meet their needs. The Help includes a topic for the default reports in each area of Microsoft Dynamics CRM, with a link to a detailed topic that describes the business questions the report is designed to answer. Development tasks for business managersDuring development, business managers should:
Deployment tasks for business managersDuring deployment, business managers should:
Post-deployment tasks for business managersDuring post-deployment, also known as the operation phase in Microsoft Dynamics Sure Step, business managers should:
Managing a Microsoft Dynamics CRM implementation projectAs you plan your implementation, the first step is to determine the project scope. Because the tasks depend on the complexity of your implementation project, this section of the documentation divides implementations into two categories:
Experience has shown that those organizations that use the methods discussed in this section achieve their implementations successfully and in a timely manner. Beyond these two categories, implementations that have extensive data migration and customizations may take more than 60 days. Tools for project managementThe following tables describe tools that you can modify and use for managing your implementation project. For project plans, two versions are provided: one for rapid implementations, and one for measured or full implementations. These tools are available for download at Microsoft Dynamics CRM Planning Tools (http://go.microsoft.com/fwlink/?LinkId=148432). More information about project management can also be found in the Microsoft Dynamics Sure Step Methodology. Project planning tools
Project status tools
Change management tools
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