Rev Implementation Guide

Transcription

1 Rev Implementation Guide

2 Information in this document, including URL and other Internet Web site references, is subject to change without notice. Unless otherwise noted, the example companies, organizations, products, domain names, addresses, logos, people, places, and events depicted herein are fictitious, and no association with any real company, organization, product, domain name, address, logo, person, place, or event is intended or should be inferred. Complying with all applicable copyright laws is the responsibility of the user. Without limiting the rights under copyright, no part of this document may be reproduced, stored in or introduced into a retrieval system, or transmitted in any form or by any means (electronic, mechanical, photocopying, recording, or otherwise), or for any purpose, without the express written permission of Microsoft Corporation. Microsoft may have patents, patent applications, trademarks, copyrights, or other intellectual property rights covering subject matter in this document. Except as expressly provided in any written license agreement from Microsoft, the furnishing of this document does not give you any license to these patents, trademarks, copyrights, or other intellectual property Microsoft Corporation. All rights reserved. Your right to copy this documentation is limited by copyright law and the terms of the software license agreement. As the software licensee, you may make a reasonable number of copies or printouts for your own use. Making unauthorized copies, adaptations, compilations, or derivative works for commercial distribution is prohibited and constitutes a punishable violation of the law. Microsoft, MS-DOS, Windows, Windows NT, Windows Server, Active Directory, BizTalk, and Outlook are either registered trademarks or trademarks of Microsoft Corporation in the United States and/or other countries. All other trademarks are property of their respective owners.

3 Contents Introduction Chapter 1: Introduction Microsoft CRM Editions Microsoft CRM Features Microsoft CRM Components What's New in Microsoft CRM Planning Business Use and Implementation Chapter 2: Business Management Using Microsoft CRM Tools for Business Management Key Planning Phase Tasks for Business Managers Key Development Phase Tasks for Business Managers Key Deployment Phase Tasks for Business Managers Key Post-Deployment Phase Tasks for Business Managers Chapter 3: Managing Implementation of Microsoft CRM Tools for Project Management Implementation Phases Overview Planning Development Deployment Post-Deployment (Operations) Planning Phase Tasks Defining the scope of the project Identifying the implementation team Creating a schedule Analyzing your business processes Development Phase Tasks Deployment Phase Tasks Post-Deployment Phase Tasks Tips for Successful Implementations Planning Installation Chapter 4: Planning Installation Planning Your Deployment Installing Microsoft CRM Chapter 5: Hardware and Software Requirements Multiple Server Deployment Single Server Deployment Microsoft CRM Server Hardware Microsoft CRM Server Software Requirements Microsoft CRM Web Application Software Requirements Microsoft CRM 3.0 Client for Microsoft Office Outlook Software Requirements Installing Microsoft CRM on a Microsoft Virtual Machine Microsoft CRM-Exchange Router Requirements Windows Small Business Server 2003 Hardware Requirements Using Special and Extended Characters Planning Server Requirements for Reporting Chapter 6: Planning Microsoft CRM and Active Directory What Is a Directory? Why Have a Directory Service? i

4 What Is Active Directory? Design Considerations That Are Specific to Microsoft CRM Active Directory Forests Active Directory Domains Namespace DNS Active Directory Site Design Routing Replication Client Affinity Domain Controller Sizing and Placement Flexible Single Master of Operation Roles Global Catalog Servers Other Server Placement Microsoft CRM Server Placement Exchange Server Placement Microsoft SQL Server and Active Directory Domain Controller Placement Additional Tasks Required when Microsoft CRM is Deployed in a Native Mode Domain and Some Users are in a Mixed Mode Domain Chapter 7: Migrate to Windows 2000 Server or Windows Server 2003 and Active Directory General Approaches to Active Directory Upgrade and Migration Choose a Migration Path Domain Upgrade Domain Restructure Additional Resources for Active Directory and Exchange Information about Upgrading Exchange Chapter 8: Planning Microsoft CRM and a Mixed Windows NT 4.0 and Active Directory Network Basic Coexistence with Existing Windows NT 4.0 Domain Topology Windows NT Domains Become a Separate Active Directory Forest Windows NT Domains Become Part of the Existing Microsoft CRM Active Directory Forest Chapter 9: Planning Microsoft SQL Server Installation and Configuration Microsoft SQL Server 2000 and 2005 Requirements for Microsoft CRM Tasks Required Before Running SQL Server Setup Using an Existing SQL Server Installation Considerations Using an Existing Reporting Services Installation Language Locale Collation and Sort Order Disk Configurations and File Locations SQL Server Program File Location SQL Server Data File Location Additional Resources for SQL Server and Reporting Services Chapter 10: Planning Microsoft CRM and Microsoft Exchange Server Microsoft CRM-Exchange Router Incoming Message Processing Outgoing Message Processing Tracking Tokens Additional Resources for Exchange Server Chapter 11: Planning the Security of Your Microsoft CRM System Physical Security Employees System Administration Securing the Windows Server Operating System Authentication Password Protection Strong Passwords ii

5 Define Password Policy Administrator account Implement an Account Lockout Policy Access Control Permissions Ownership of Objects Inheritance of Permissions User Rights Object Auditing Access Control Best Practices Single Sign-On External Security - Firewall ISA Server ISA Server Policies Virus Protection Internet Information Services (IIS) Security Enabling Kerberos on IIS Locking Down the Web Servers Using IIS Lockdown Configuring URLScan for Windows 2000 and Windows Server Bandwidth Throttling Process Throttling Process Throttling using IIS Process Control using IIS Limiting Connections Additional Server Security Recommendations Client Communication Security Security Operations Security Patch Management Addressing Microsoft CRM-Specific Security Issues Addressing Client-Side Security Issues Modifying Security Settings Domain Policy Security Recommendations and Best Practices Microsoft CRM Administration Best Practices DNS Settings Microsoft SQL Server Microsoft Exchange Server Encrypting Network Traffic Flow Installing Microsoft CRM Chapter 12: Installing on Windows 2000 Server Server Architecture Install the Domain Controllers Install Windows 2000 Server for the First Domain Controller Set Active Directory to Native Mode Install Windows 2000 Server for the Second Domain Controller Promote the Second Domain Controller Configure Domain Controllers as Global Catalog Servers Additional DNS Configuration Creating the Reverse Lookup Zone Add the Domain Controller Pointer Records to the Reverse Lookup Zone Configure Zone Transfers Secure Cache Against Pollution Remove Root Hints Remove the Cache File Verify DNS Install Windows 2000 Server on the Remaining Microsoft CRM System Servers Install Microsoft SQL Server iii

6 Verify Prerequisites Install SQL Server Install SQL Server 2000 Service Pack Install Microsoft SQL Server Verify Prerequisites Install SQL Server Install Microsoft Exchange Server Prepare Active Directory for Microsoft Exchange Server Configure the /3GB Parameter Install Exchange 2000 and Exchange SP3 on the Server Configure External DNS for the SMTP Virtual Server Chapter 13: Installing on Windows Server Server Architecture Install the Domain Controllers Install Windows Server 2003 for the First Domain Controller Set Active Directory to Native Mode Install Windows Server 2003 for the Second Domain Controller Promote the Second Domain Controller Configure Domain Controllers as Global Catalog Servers Additional DNS Configuration Create the Reverse Lookup Zone Add the Domain Controller Pointer Records to the Reverse Lookup Zone Configure Zone Transfers Secure Cache Against Pollution Remove Root Hints Remove the Cache File Verify DNS Install Windows Server 2003 on the Remaining Microsoft CRM System Servers Install Microsoft SQL Server Verify Prerequisites Install SQL Server Install SQL Server 2000 Service Pack Install Microsoft SQL Server Verify Prerequisites Install SQL Server Install Microsoft Exchange Server Prepare Active Directory for Microsoft Exchange Server Configure External DNS for the SMTP Virtual Server Chapter 14: Installing on Windows Small Business Server Computer Requirements Windows Small Business Server 2003 Design Constraints Planning Your Deployment Use More Than One Physical Disk Partition Connecting Windows Small Business Server 2003 to the Internet Securing the Network Connection to the Internet Optimizing Bandwidth Other Planning Considerations Install Windows Small Business Server Install Windows Small Business Server 2003 Service Pack Configure External DNS for the SMTP Virtual Server Install SQL Server Install SQL Server 2000 Service Pack Install Microsoft CRM Install Prerequisites for Microsoft CRM Install Microsoft CRM Additional Installation Tasks Add Microsoft CRM Accounts to the Pre-Windows 2000 Compatible Access Group iv

7 Add a User to Microsoft CRM Create a Queue User What Is Installed Reporting Services Installed Components Log Files Verify Installation Chapter 15: Installing Microsoft CRM Pre-installation Tasks General Checklist Checklist If You Plan to Have Microsoft CRM Setup Install Reporting Services Checklist If You Will Use an Existing Reporting Services Installation Additional Task Required If You are Installing the English Version of Microsoft CRM on a Computer Running a Different Language Install Microsoft CRM Prerequisites Install Microsoft CRM Additional Installation Tasks Add Microsoft CRM Accounts to Pre-Windows 2000 Compatible Access Group Additional Tasks Required if You are Using Microsoft SQL Server Additional Tasks Required when You Use an Existing Reporting Services Installation Define Reporting Services Roles (Optional) What Is Installed Microsoft CRM Installed Components Reporting Services Installed Components Log Files Verify Installation Chapter 16: Installing Microsoft CRM Client for Microsoft Office Outlook System Requirements Prerequisite Checklist Install the Microsoft CRM clients for Outlook Create an Administrative Install Location Install The Administrative Mode Microsoft CRM Clients for Outlook Allowing For The Windows Firewall Configure Offline Use of the Microsoft CRM Laptop Client for Outlook Using SSL and a Proxy Server Chapter 17: Installing the Microsoft CRM-Exchange Router Prerequisite Checklist Install Microsoft CRM-Exchange Router Additional Installation Tasks The Microsoft CRM Rule Deployment Wizard Chapter 18: The Sample Database Install the Sample Database Update or Load New Sample Data Uninstall the Sample Database Using the Command Line to Install the Sample Database Parameters Chapter 19: Use the Command Line to Install Microsoft CRM General Procedures Install Microsoft CRM Server Parameters XML Configuration File Install Microsoft CRM Client for Outlook Parameters The XML Configuration File Install Microsoft CRM-Exchange Router v

8 Parameters The XML Configuration File Chapter 20: Upgrading to Microsoft CRM Version Comparison Planning Your Microsoft CRM Upgrade Important Notes Backup Microsoft CRM 1.2 Databases and Files Upgrade Microsoft CRM-Exchange Router Upgrade Microsoft CRM Server What Happens to Reports Upgrade Microsoft CRM Client for Outlook Installing from CD Installing From an Administrative Install Location Operations Following Upgrade Opportunity Calculations Location of Microsoft CRM Server 1.2 web.config file IncidentEntry and IncidentEntryActivities Entities Not In Microsoft CRM Microsoft SQL Server 2005 Upgrade Chapter 21: Uninstalling and Repairing Microsoft CRM Uninstall Microsoft CRM and Leave the CRM Data Intact Completely Uninstall the Existing Microsoft CRM Deployment Uninstall Microsoft CRM Client for Outlook Repair Microsoft CRM Server Repair Microsoft CRM Client for Outlook Uninstall Microsoft CRM-Exchange Router Configuring and Customizing Microsoft CRM Chapter 22: Configuring and Customizing Microsoft CRM Configuring Microsoft CRM Tools for Collecting Configuration Data Customizing Microsoft CRM Tools for Planning Needed Customizations Chapter 23: Service Scheduling Key Service Scheduling Concepts Service Scheduling Forms and Worksheets Example Scenarios Scenario 1: Individual Worker Scenario 2: Shift Work and Skills Scenario 3: Complex Schedule Scenario 4: Outbound Configuring Individual Worker Scenario Configuring Shift Work and Skills Scenario Configuring the Complex Schedule Scenario Configuring the Outbound Scenario Chapter 24: Managing Reports Understanding Report Permissions Transfer Reports to another Microsoft CRM Implementation Download All Reports Publish a Group of Reports Customize Reports Set Up Report Designer s Environment vi

9 Operating Microsoft CRM Chapter 25: Operating Microsoft CRM Performance Monitoring and Optimization Performance Monitoring of SQL Server Using Microsoft Operations Manager Optimizing the Microsoft CRM Environment Availability Management Active Directory Availability Microsoft CRM Server Availability SQL Server Availability Exchange Server Availability Chapter 26: Backing Up Your Microsoft CRM System Backing Up the Microsoft CRM System Choosing a Backup Model Backing Up Windows 2000 Server and Windows Server Backing Up Active Directory Backing Up Microsoft SQL Server, including Reporting Services Backing Up Exchange 2000 Server and Exchange Server Backing Up Microsoft CRM Server Chapter 27: Backing up Windows Small Business Server Choose a SQL Server Backup Plan Using the Full Recovery Model Using the Simple Recovery Model Stopping SQL Server Before Starting Small Business Server Backup Implementing a SQL Server Backup Plan Configure Small Business Server Backups Chapter 28: Disaster Recovery Scenario A: Failure of SQL Server Scenario B: Failure of Microsoft CRM Server Scenario C: Failure of Exchange Server Scenario D: Failure of Active Directory Scenario E: Failure of Windows Small Business Server Client Disaster Recovery Chapter 29: Troubleshooting Active Directory Troubleshooting Microsoft CRM Server Troubleshooting Exchange Server Troubleshooting SQL Server Troubleshooting SQL Error Log and SQL Agent Log SQLDiag.exe SQL Profiler Current Activity SP_WHO Checking Connectivity to SQL Server Troubleshooting Running and Managing Reports Reference Chapter 30: Microsoft CRM Glossary vii

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11 Chapter 1 Introduction C H A P T E R 1 Introduction Welcome to Microsoft CRM 3.0, a part of Microsoft Business Solutions. Implementing Microsoft CRM 3.0, like any enterprise-wide software, is a significant task for an organization. Implementation requires participation by management and technical staff, leadership by an organized and persistent project manager and, in many organizations, the help of an experienced outside consultant. This guide is written for the team of people responsible for implementing Microsoft CRM, and provides information and tools for each phase of implementation. In smaller organizations, several roles may be filled by one person. In larger organizations, each role may be divided among several people. Business managers: Responsible for determining how your business is going to use Microsoft CRM, including mapping your processes to Microsoft CRM, deciding on default values, and identifying any required customizations. Customization technical staff: Responsible for implementing the planned customizations. Network technical staff: Responsible for determining how Microsoft CRM will be installed on your network. Project manager: Responsible for managing an enterprise-wide implementation project. This guide also assumes that organizations implementing Microsoft CRM software may use the services of an independent software vendor (ISV) or value-added reseller, a consultant, or other organization that is partnered with Microsoft and will help you with the entire process of implementing and maintaining your Microsoft CRM installation. Because of this assumption, there are references in this guide to these "partners" who are expected to provide various services to you. Microsoft CRM Editions Microsoft CRM is available in the following editions: Microsoft CRM 3.0 Professional Edition Microsoft CRM 3.0 Small Business Edition The differences between these two editions involve three features of the Small Business Edition that integrate with Microsoft Windows Small Business Server. The three features are: Small Business Server Console Integration Microsoft CRM 3.0 Data Migration Wizard for Microsoft Office Outlook 2003 with Business Contact Manager Small Business Server Fax Server Integration Microsoft CRM Features Both editions of Microsoft CRM have the following features: Account and Contact Management Account Roll-up Calendar Notes and Attachments Direct Activity and Task Management 1-1

12 Microsoft CRM 3.0 Implementation Guide Configurable Activities Search and Advanced Find Merge Printing Enhancements (compared to Microsoft CRM v1.2) Reports Parameterized Reports Opportunity Management Lead Management Correspondence/Mail Merge Territory Management Microsoft CRM client for Outlook (two versions; an online and an offline version) Quotas Quotes, Orders, and Invoices Quotes, Orders, and Invoices for Services Workflow Product Catalog Competitor Tracking Sales Literature Campaigns and Reports Contracts Lead Routing Case Management Knowledge Base Management Knowledge Base Enhancements (compared to Microsoft CRM 1.2) Activity and Case Queuing Management, including Auto-response Marketing Automation Service Management Enhancements (compared to Microsoft CRM 1.2) Service Appointments Work Calendar Work Management Schedule Notifications Case Routing Microsoft CRM Components 1-2 Microsoft CRM helps mid-market businesses build profitable customer relationships. Integrated marketing, sales, and customer service features enable employees to share information to improve sales success and deliver consistent, efficient customer service. Built using Microsoft.NET connected technologies, Microsoft CRM is easy to deploy, customize, and use. Microsoft Outlook integrates with other business applications and scales as your business grows. Microsoft CRM consists of the following components. Microsoft CRM Server Microsoft CRM Server is built on technologies designed to work now and into the future, protecting business value and providing an integrated environment that can be extended across systems and

13 Chapter 1 Introduction platforms. The unified, flexible.net architecture of the Microsoft CRM Server component combines with Microsoft Windows 2000 Server or Microsoft Windows Server 2003 and Active Directory, Microsoft SQL Server, Microsoft Exchange Server, and Microsoft BizTalk Server families. This wide range of combinations helps to ensure high performance, tight security, rich messaging functionality, and efficient, affordable customizations and integrations. Built on.net technologies, users can access Microsoft CRM server through a Web application running in Microsoft Internet Explorer and through an Outlook client. Microsoft CRM server offers tightly integrated sales, customer service and marketing functionality. Microsoft CRM 3.0 client for Microsoft Office Outlook Two Microsoft CRM clients for Outlook exist depending on their intended use. They are: Microsoft CRM 3.0 desktop client for Microsoft Office Outlook Microsoft CRM 3.0 laptop client for Microsoft Office Outlook Microsoft CRM client for Outlook enables salespeople to access customer data through the Microsoft Outlook and messaging client. The Microsoft CRM desktop client for Outlook is for working online, while the Microsoft CRM laptop client for Outlook is for those cases where you may need to work offline. Using Microsoft CRM within the familiar Outlook environment, salespeople can manage Microsoft CRM tasks, , contacts, opportunities, and accounts; maintain all customer communications; track appointments; and access product details, competitive information, and sales literature. If a salesperson makes changes to data while working offline using the Microsoft CRM laptop client for Outlook for example, while updating a quote for a customer the new information will synchronize with the Microsoft CRM server the next time the salesperson is online. Microsoft CRM-Exchange Router The Microsoft CRM-Exchange Router (also called the Router) is a software component that provides an interface between the Microsoft CRM system and Microsoft Exchange 2000 Server or Microsoft Exchange Server will come into the Microsoft CRM system through this router, which is installed on your Exchange Server computer. For incoming and outgoing to be captured, the router component needs to be installed on one or more Exchange servers in your organization. What's New in Microsoft CRM 3.0 Microsoft CRM 3.0 includes simplified and improved deployment and management, new features such as service scheduling and marketing automation, and enhancements in key areas such as viewing all information about an account or contact, reporting, finding data, and merging duplicate records. For additional information about new features, see the online Help in Microsoft CRM. Improved deployment Setup checks the technical environment to ensure that appropriate settings and privileges are in place, prior to beginning setup. Easier deployment of Microsoft CRM client for Outlook. Streamlined deployment for Windows Small Business Server Support for moving from test and development environments to a production environment. New Microsoft Exchange integration architecture allows use of existing virus and spam filtering software, routing of user-to-user , and multiple Microsoft CRM systems within one Microsoft Exchange environment. Security information is stored within Microsoft CRM, rather than in Active Directory, simplifying setup and reporting, as well as improving system performance, scalability, and serviceability. Support for running Microsoft CRM in a high-availability environment, with increased diagnostic and maintenance functions, and ability to provide fault tolerance for each potential point of failure. Improved management Customization tools now available through one consistent Web interface. Enhanced support for VARs and ISVs. 1-3

14 Microsoft CRM 3.0 Implementation Guide Support for customizing activities. Support for creating new objects. Enhanced functionality and extensibility in workflow. New secured database views to allow a variety of reporting tools. Enhanced form customization, including support for read-only fields, additional form events, and embedded web pages. New feature: Service scheduling Track availability of service resources such as staff, work schedules, and locations. Sophisticated scheduling engine manages booking of appointments, service availability, and can be tuned to optimize scheduling to reduce costs and required resources. Integrated with entire Microsoft CRM system so that customer history, demographics, and preferences can be considered as part of service scheduling, and service history can be used for data for sales and marketing processes. New feature: Marketing automation Plan, create and manage a marketing campaign, including return on investment evaluation. List management, including creation, import, and export. Connection with sales and service data. Campaign templates that are used to drive sales activities. Easier to use reports Improved reporting, including parameterized reports. Improved report customization, including the ability to modify reports in existing Microsoft CRM categories, create additional dynamic and static reports, schedule reports, and report results. Easier to find information Finding records is easier, including a more powerful quick find, and an easier to use and more powerful advanced find, including grouping and time-based queries, and the ability to save and reuse favorite queries. Providing a full view of a customer, such as viewing activities from within account and contact records, including new filters to show only needed information. Clearer view of the relationships between accounts, contacts and opportunities. Easier to use Merge duplicate accounts, contacts, and leads. Enhanced user interface, including a new notes interface and improvements to the knowledge base. When leads are converted to accounts, contacts or opportunities, associated activities and notes are included. Easier to customize Additional customization, including adding entities. Improved report customization, including ability to modify reports in existing Microsoft CRM categories, create additional dynamic and static reports, schedule reports, and report results. 1-4

15 Chapter 2 Business Management Using Microsoft CRM C H A P T E R 2 Business Management Using Microsoft CRM This chapter describes the role of the business manager in the implementation process and the planning tools available. Business managers play a key role during all the phases of a successful implementation of Microsoft CRM: planning, development, deployment, and post-deployment. Each organization has a set of business processes unique to that organization. To run smoothly, organizations should standardize processes across the organization, and encourage all users to adopt these standards. By mapping your business processes to Microsoft CRM, you will identify areas where you either need to modify your processes to match Microsoft CRM, or configure and customize Microsoft CRM, to match your business processes. Microsoft CRM provides a solution for automating internal business processes by creating workflow rules that describe routine and repetitive tasks involving daily business operations. These processes can be designed to ensure that the right information gets to the right people at the right time. They also help participants keep track of the steps they need to take in order to complete their work. You will need to decide which processes to automate. Once Microsoft CRM is deployed in your organization, your role is to ensure employees are trained properly, and that everyone understands their responsibilities for data management. In addition, because configuration and customization can be done through the user interface in Microsoft CRM, in many organizations, business managers are responsible for adding and removing users, changing security roles to meet your employees data access needs, changing team and queue memberships, and even customizing the user interface. After your employees start using Microsoft CRM, you need to have a process for deciding when changing business needs require changes to Microsoft CRM. The online Help for Microsoft CRM provides conceptual information about how Microsoft CRM can support the sales, service, and marketing functions in your organization, as well as about configuration and customization. Tools for Business Management The following table describes tools you can modify and use for determining how your business processes map to Microsoft CRM. These tools are all available in the PlanningTools folder. Tool Business Process Questions (.doc) Sample Sales Process Flowchart (.vsd) Sample Service Process Flowchart (.vsd) Configuration Data Collection (.xls) Customization Requirements Summary (.xls) Workflow Planning (.xls) Description Questions to ask yourself to help think through how your business processes map to Microsoft CRM. Sample flowchart of sales processes. Sample flowchart of service processes. A worksheet to collect all the business data required to configure Microsoft CRM. A worksheet for tracking customization changes. A worksheet for summarizing needed workflow rules. 2-1

16 Microsoft CRM 3.0 Implementation Guide At a minimum, use the Configuration Data Collection spreadsheet to collect the data required for configuration of Microsoft CRM. If you want to customize any fields, forms, views, or reports, use the Customization Requirements Summary. If you want to create workflow rules to automate business processes, use the sample process diagrams to create your own process diagram, and then use the Workflow spreadsheet to document the triggers and actions required. Key Planning Phase Tasks for Business Managers During the planning phase, business managers should: 1. Plan how your business structure maps to Microsoft CRM. Take an organization chart for your area, and decide which security roles each user needs. Define the teams and queues and who should be on each. 2. Decide if you want to automate any business processes. Microsoft CRM provides a solution for automating internal business processes by creating workflow rules that describe routine and repetitive tasks involving daily business operations. These processes can be designed to ensure that the right information gets to the right people at the right time. They also help participants keep track of the steps they need to take in order to complete their work. 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 using workflow. Assign different types of cases to specific service representatives. A workflow rule could identify the category of the case (shipping problem, product problem, or billing problem), and assign it to the appropriate queue. If a case stays on a queue for two days with no resolution, the rule could automatically assign the case to the manager. If after four days, the case is still not resolved, it could be routed to an escalation queue. Communicate with other databases at your organization. A workflow rule could notify your billing system whenever an invoice is created in Microsoft CRM. Notify customers automatically when an order ships. When the invoice status changes to Fully Shipped, the customer can be automatically notified of the shipment via , using a pre-defined template. Automatically a message to new leads. 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 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, along with another task activity to follow up in a week. Coordinate handling of dissatisfied customers between sales and support. 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 2-2

17 Microsoft CRM 3.0 Implementation Guide very dissatisfied, an activity can be automatically scheduled for a manager to call the customer. 2. Collect configuration data about your products and competitors. For more information, see Chapter 22, Configuring and Customizing Microsoft CRM. 3. Decide if you need to customize Microsoft CRM to meet your business needs. For more information, see Chapter 22, Configuring and Customizing Microsoft CRM. 4. Look at the default reports provided with Microsoft CRM and determine if additional reports are needed. Microsoft CRM comes with standard reports that are designed 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 CRM system, each manager should review the reports for their areas to ensure that the reports will meet their needs. The online Help includes a topic for the default reports in each area of Microsoft CRM, with a link to a detailed topic that describes the business questions the report is designed to answer. Key Development Phase Tasks for Business Managers During the development phase, business managers should: 1. Closely monitor configuration and customization changes to make sure they meet business needs. 2. Be available to answer detailed questions as they arise. 3. Get trained on the management tasks that you can do, such as adding/removing users, and entering configuration changes. Key Deployment Phase Tasks for Business Managers During the deployment phase, business managers should: 1. Make sure training needs of employees are met. 2. Listen to Microsoft CRM users initial experiences and identify further configuration and customization requirements. Key Post-Deployment Phase Tasks for Business Managers During the post-deployment phase, business managers should: 1. Listen to Microsoft CRM users experiences and identify further configuration and customization requirements. 2. Use the data provided by reports in Microsoft CRM to strengthen your organization s sales, marketing and service functions. 2-3

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19 Chapter 3 Managing Implementation C H A P T E R 3 Managing Implementation of Microsoft CRM This section provides tools and a structure for managing a Microsoft CRM implementation through the planning, development, deployment, and post-deployment phases. As 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: Rapid implementation. Expect to spend 30 work days doing a rapid implementation that requires minimal customization, no migration of source data or integration with other applications, and training up to ten users. Measured implementation. Expect to spend 60 work days for a medium-to-large implementation, with much of the additional time spent in planning. A large business with multiple locations will experience different challenges than a smaller business with one location and only a few users. Experience has shown that those organizations that use the methods discussed in this section achieve their implementation 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 Management The following tables describe tools you can modify and use for managing your implementation project. For project plans, two versions are provided: one for rapid implementations, and one for medium/large implementations. These tools are available in the Planning Tools folder. Project planning tools Tool Project Plan Rapid (.xls) Project Plan (.xls) Assessing Implementation Capacity (.doc) Estimating Implementation Time (.doc) Project Scope (.doc) Rapid Implementation Guidelines (.doc) Test Case Template (.doc) Go Live Checklist (.doc) Server Tracking Form (.doc) Responsibility Checklist (.doc) Project Review Survey (.doc) Description Microsoft Excel worksheet for creating the implementation schedule for rapid implementations. Microsoft Excel worksheet for creating the implementation schedule for measured implementations. Questions to help you determine whether your organization has sufficient resources for implementing Microsoft CRM, or whether a consultant is required. Guidelines for determining how long an implementation is likely to take. Questions to determine the scope of the project, based on rough estimates of the amount of customization required and the state of your current IT infrastructure. Guidelines for when a rapid implementation is appropriate. Sample form to use for people testing Microsoft CRM before deployment. Checklist for tasks that must be finished before you deploy Microsoft CRM. Form for documenting server and network configuration. Checklist of all areas that need owners, to guarantee that Microsoft CRM continues to work well after the implementation. Agenda for a project review meeting to be held as soon as Microsoft CRM is deployed. 3-1

20 Microsoft CRM 3.0 Implementation Guide Project status tools Tool Project Status (.doc) Weekly Summary (.xls) Description Sample project status form that you can use to report on status. Sample weekly log sheet. Change management tools Tool Scope Change Log (.doc) Scope Change Request Form (.doc) Description Sample scope change form that you can use to track scope changes. Sample scope change request form that business managers can use to request scope changes. Implementation Phases Overview A successful implementation of Microsoft CRM involves several phases: Planning Planning is the critical phase that starts with understanding how your organization plans to use Microsoft CRM. This includes: Developing commitment from key managers. Defining the implementation project team. Deciding whether to hire consultants or to use your own staff. Defining the scope of the project. Writing an implementation plan. Making sure key managers in your organization understand and support the plan. For a detailed task list, see Planning Phase Tasks. Development There are three distinct tasks in this phase: 1. Installing and configuring the hardware and software. 2. Using the data collected in the Planning phase to configure Microsoft CRM. 3. Using the data collected in the Planning phase to customize Microsoft CRM, if needed. Depending on the options selected for your organization, this phase may also include: Migrating data from source applications Setting up a test or pilot environment. Integrating Microsoft CRM with Microsoft Business Solutions - Great Plains. Installing Microsoft CRM Mobile on the Microsoft CRM server and on mobile devices. For a detailed task list, see Development Phase Tasks. Deployment This phase begins with user training, followed by deployment to the production environment. For a detailed task list, see Deployment Phase Tasks. 3-2

21 Post-Deployment (Operations) Chapter 3 Managing Implementation As your business evolves, post-deployment maintenance ensures that Microsoft CRM continues to support your business practices. For a detailed task list, see Post-Deployment (Operations). Planning Phase Tasks The key to successfully implementing Microsoft CRM is a good implementation plan. A good implementation plan defines the general goals you want to achieve, the system requirements you need to meet, and the timeframe to complete the plan. Business requirements and processes are also mapped to the application. The planning phase should include: Defining the scope of the project. The project scope section should include: Identifying the business goals. Determine what the business goals are and calculate the return-oninvestment (ROI) and the total cost of ownership (TCO). Define your vision for why you are using Microsoft CRM. Identifying the risk factors. Make contingency plans to reduce risks and dependencies. These plans might include additional training, internal public relations, and support. Risk factors might include delivery of new hardware and software, dependencies on essential personnel or outside vendors, deployment timing, and users resistance to change. Identifying the implementation team. Designate a person who will be responsible for tracking costs, schedules, performance, and risk factors. Identify executive sponsors, project managers, and project team members. This task includes deciding if an outside consultant is needed. Define an escalation process and identify who is responsible for making final decisions. Planning usage. Define who will be expected to use Microsoft CRM, what tasks will be done using Microsoft CRM, and what old systems will be discontinued (if any). Identifying equipment and software needs: Document the state of the current technical infrastructure, and the hardware, software and network changes required for Microsoft CRM. Include information about technical risks and constraints Determining the budget and schedule: Include estimates. If you are planning a phased deployment by location, functionality, or both, set target dates and budgets for each part. Planning for change management: Determine how to request, review, and approve changes during the implementation process. Identifying the implementation team The responsibility for a successful Microsoft CRM implementation should be shared with several people and organizations. Some of these include your software vendor, consultant, or other value-added partner, as well as those specific individuals in your own organization who are needed to participate on your implementation team. These individuals will actively work to implement Microsoft CRM in your business. The responsibilities of an implementation team are to: Develop an installation strategy. Identify who will perform the various steps. Create an implementation schedule. Define a progress-reporting plan. Members of the implementation team should include people with organizational and planning skills, a comprehensive knowledge of the day-to-day business operations of your organization, and knowledge of Microsoft CRM. The team should also include your system administrators whose technical experience should include Microsoft Windows security, client/server networks, database administration, and Web technology. 3-3

22 Microsoft CRM 3.0 Implementation Guide The number of individuals involved in implementing Microsoft CRM depends on the size of your organization. To avoid task and time-responsibility conflicts, it is important that members of the implementation team are either full-time resources or are able to schedule implementation-related tasks as a priority, especially if deployment is to a large number of users. Team members and their managers must understand and accept the commitment required. Each member of the team must have a well-defined role and set of responsibilities. These roles include: Business owners and managers Business owners and managers provide the leadership necessary for success, as well as guide decisions about the way Microsoft CRM is deployed. Although they do not need to understand the details of installation and configuration, they must be aware of the system configuration and maintenance requirements. Executive sponsor In small organizations, this role may be the same as the business owner or managers. In larger organizations, this person provides the link between the project manager and upper management. This person must understand the details of the installation and configuration, understand the schedule, and work with outside vendors. Implementation project manager The project manager is the person who directs the work and makes things happen. This person must understand the details of the installation and configuration, understand the schedule, know the other team members and their contributions, and work with outside vendors. System administrator/database administrator The system administrator sets up and configures hardware, installs operating systems and supporting software, and installs the Microsoft CRM software. In smaller organizations, your Microsoft Partner may handle these tasks. The database administrator maintains and backs up your business data. Depending on the size of your organization, your system administrator or another person (such as someone in operations) might be assigned the database administrator role. Operations personnel Your operations personnel are responsible for maintaining the system on a day-to-day basis, ensuring good system health, and disaster recovery. In smaller organizations, these roles may be shared with the system or database administrator. Creating a schedule 3-4 Creating a schedule is one of the important jobs of the implementation team. A schedule should list the steps involved in implementing and deploying Microsoft CRM, the time requirements for each step, and who is responsible to make sure that the tasks are completed. It may also identify any risks and dependencies. The following list identifies the main tasks associated with implementing Microsoft CRM: 1. Hardware and software a. Determine requirements and specifications b. Acquire, install, and configure 2. Install Microsoft CRM 3. Customize the Microsoft CRM application a. Analyze the business process b. Determine customization requirements and specifications c. Approve and freeze customization specifications d. Develop customization e. Review customization f. Test the system g. Get pilot group to use product

23 Chapter 3 Managing Implementation h. Finalize customization i. Process audit 4. Training a. Schedule administrator training b. Schedule user training 5. Deployment a. Deploy Microsoft CRM to the organization b. Perform the import of legacy data (if importing) c. Validate legacy data after installation 6. Post-deployment follow-up a. Hold a post-implementation audit or review (after about 3 months) Analyzing your business processes You need a thorough understanding of how your sales, service, service scheduling, marketing processes, and existing data collection systems work. In addition, you need a vision of how you d like these processes to work. The best way to analyze your business processes is to use members of your organization who know your business processes. Usually, the experts are the department heads or the people they appoint to do the tasks as part of their job. A successful implementation ultimately depends on its usability and the willingness of users to use it, so it is critical to engage these experts early in the process. The tasks to analyze your business processes are: Find out what processes are in place. For example, how are accounts created and managed, how are orders recorded, how is inventory tracked, and how are customers billed? Find out what users think about the system in place. For example, is it effective, is it time-consuming, and are there processes that can be streamlined or dropped altogether? Find out what expectations users have of Microsoft CRM. For example, are they excited about using an automated CRM system, or do they have reservations and questions? Examine the processes in place and find out whether they stand up to the scrutiny of smart business practices or whether they continue to exist because no one wants change. Learn the features of the Microsoft CRM product and how they relate to current organization processes and procedures. Determine what reports are necessary and part of your current business process. Determine the components and features that will be implemented and deployed first and when additional components and features will be added later. Incorporate the processes into Microsoft CRM. Determine whether the processes can be recreated as they currently are or whether changes must be made to incorporate the application and use its new functionality. Defining tasks for development, deployment, and post-deployment phases Tasks include: Define a testing or pilot plan. Define deployment support requirements. Deliver an implementation scope document. Prepare a gap analysis document. Prepare an initial UI design guide. Prepare and deliver report design changes. If data migration is required, prepare an initial data migration plan. 3-5