Scribe Demonstration Script Web Leads to Dynamics CRM October 4, 2010 www.scribesoft.com
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Note: This demonstration is subject to change. Before installing and running the Scribe Demonstration VPC, check https://openmind.scribesoftware.com/download/webleadstocrmdemoscript for an updated version of this document. Template Overview Positioning Points on Scribe Insight Templates Jumping Off points designed to give partners and customers a sizable head start on creating their own solutions. Provide a usable set of DTS files, Integration Processes, Monitors, Data Views, and sample programs/scripts, to solve specific use cases. Include documentation explaining the design decisions made in the template and guidance on how to customize the template. Web Leads Template Positioning Points Illustrates how to integrate lead data into Microsoft Dynamics CRM. Includes a functional sample web page for capturing lead data and creating XML from the lead data form. Demonstrates two methods for submitting XML data from a Web form to your Scribe Insight integration server Microsoft Message Queue (MSMQ) and File. Provides several Monitors and Data Views for business activity monitoring on lead activity and lead inactivity. The template design can be used to integrate lead data coming from a database instead of XML. The template can be modified to create cases or other objects in Microsoft Dynamics CRM (Please note that if any modifications are made to this Web Lead Template, support from Scribe Software cannot be provided). Web Leads Template Components Web Leads Form Component o Created using ASP.NET. C# is used for server side coding. o Has input fields for typical lead information, a product selection section, and a follow up action of Email (only demo supported option out of list of four). Has two submission methods: o MSMQ - Best Choice, most reliable, highest performance o File Best for NT network, lowest system requirements Integration Processes o An Integration Process set up to use message queuing (MSMQ). DTS File Scribe Demonstration Script Web Leads to Dynamics CRM 1
o Creates a new lead based on the information submitted. o Creates a new activity on that lead, based on the forms follow up action equal to Email. o If the lead can be matched to an existing CRM account a new completed activity (history) is added to the account. Monitors o Daily Lead Traffic - reports the number of leads that were received from Web site. o Daily Low Leads - alerts only if less then X leads were received from Web site. o Weekly Low Qualifications - alerts only if less then X leads were qualified. o Dropped Lead - alerts if any leads are not followed up on in 24 hours. o Large Opportunities - alerts if a lead is qualified for more than $X. Views o Lead Traffic History - new leads received from web site over the last 30 days. o Lead Source History - new leads received from over the last 30 days grouped by lead source. Documentation o Installation Instructions o Demo Script Web Leads Template Touch Points: Lead Form Object Microsoft Dynamics CRM Object(s) Direction Operations Notes Lead Lead Lead to CRM Insert Lead Lead Activity Lead to CRM Insert Lead Account History Lead to CRM Insert Only inserts the Account Activity when a matching account is found. 2 Scribe Demonstration Script Web Leads to Dynamics CRM
Demonstration Demo Overview: In this demo we will create a lead by entering information into a Web form and by having Scribe Insight create a lead and a lead activity in Microsoft Dynamics CRM. We will show the detailed information captured in the lead and the activity. Then we will convert the lead to an Account using the Microsoft Dynamics CRM Convert Lead feature. If demonstrating from a Scribe provided VPC, this new CRM account can later be used to further demonstrate integration with Dynamics GP, NAV, or AX. Please reference appropriate VPC demo script documentation for detailed steps. We will then finish up with the Monitors, Alerts, and Data Views which are part of the template. Before starting the demo: 1. Launch the Web Lead Form by clicking on the desktop icon shortcut. 2. Launch Microsoft Dynamics CRM by clicking on the desktop icon shortcut. 3. Open the Insight Console. 4. Within the Console, verify that the Web Lead to CRM Account Integration Processes is active. Now for the demo: 1. Fill out the information on the lead form and click Submit (MSMQ). Ensure that you satisfy all required fields. As stated earlier, default to the follow up action of Email which is the only demo supported option in the pull down options list. 2. If you want to discuss the File button option, mention that it is part of the template to provide examples of how to use other methods to perform the data transfer from the lead form to Microsoft Dynamics CRM. The method used depends on the customer s situation. If the lead is dropped off by virtue of a file being created, the File option gives an example of how to create a file. If getting through the firewall is not possible, an Email submit option could be designed into the form along with an appropriate e-mail bridge entry in the Scribe Console. Scribe Demonstration Script Web Leads to Dynamics CRM 3
Web Leads form 4 Scribe Demonstration Script Web Leads to Dynamics CRM
3. After MSMQ submission, wait a few seconds for the first lead to arrive into Microsoft Dynamics CRM. The first connection to Microsoft Dynamics CRM is generally a little slower than subsequent connections, so it may take 15 seconds or so for the first lead to show up. 4. Navigate into Microsoft Dynamics CRM to check that your lead has arrived. You can do this by clicking on the Leads icon from the left pane navigation bar. 5. Double click on your new lead (right pane) to open for additional review. Talking Points: In the General Tab (see below) of the opened new lead, the information in lead Topic was derived from the selections made on the lead form for the areas of interest. Each box on the form that is checked results in text in this field. The information in lead Description is derived from the form including the method of contact requested and areas of interest. Scribe Demonstration Script Web Leads to Dynamics CRM 5
6. Click Administration. Talking Points: In the Administration Tab, the Preferred contact method is set based on what was entered in the Web lead form. 7. Click Activities (left navigation panel) to show the lead activity that was created and then open the activity to review the detail (see below). 6 Scribe Demonstration Script Web Leads to Dynamics CRM
Talking Points: Subject and details fields are filled in with the information derived from the form. The date is set to the current date and the duration is left to the default of 30 minutes. Scribe provides some advantages over using Microsoft Dynamics CRM s Workflow when creating this activity: o Scribe can be easier to use to configure the creation of the activity. o Workflow does not have the capability of bringing in as much information from the lead. For example, the Subject fields would be more or less static default text and would not indicate the areas of interest and preferred contact method. 8. Close the Activity by clicking Close on the button bar. 9. Convert the lead by selecting Convert Lead from the menu bar. 10. Convert this lead into a new CRM account by mouse-clicking on the Account check box. 11. Close the lead by clicking Close on the button bar. 12. Verify the account in Microsoft Dynamics CRM. Talking Points: Mention that all data began with the Scribe web lead which has easily and transparently entered into Dynamics CRM as a new lead. Leads can be picked up by Scribe Insight 24x7x365 and made available to those CRM users when logged in. Although convert lead is a CRM feature, the Web Leads template provides the integration hooks for the completeness of the data originating from the Web lead form and subsequently advancing through the inherent CRM lead to customer business process. In the next part of the demo, we show the monitors and data views that are part of the Web Leads template. 13. Describe what monitors do in general and give examples of the monitors in this template. Daily Lead Traffic - reports the number of leads that were received from web site Daily Low Leads - alerts only if less than X leads were received from web site Weekly Low Qualifications - alerts only if less than X leads were qualified Dropped Leads - alerts if any leads are not followed up on in 24 hours Large Opportunity - alerts if a lead is qualified for more than $X 14. Then show the resulting e-mail notification from the monitor. If you do not have e-mail notification set up for Insight, you can still run the monitor and view the alert in the Alert Log. You could also show the screenshot below to give someone the idea of how the alert will look in e-mail. Scribe Demonstration Script Web Leads to Dynamics CRM 7
Talking Points: E-mail, NetSend, Text page to a cell phone, support for notification. Notification groups setup in Insight Console. 15. Go the Console and show the two Data Views for this template. 8 Scribe Demonstration Script Web Leads to Dynamics CRM
Lead Source History Data View Talking Points: This view shows the number of leads broken down by lead source. Total leads are in red and leads from the Web site are in green. You can change the chart type by right-clicking and selecting a different chart type. 2-D Bar is a good alternate type for this Data View. This view takes its information from Microsoft Dynamics CRM and therefore reflects all lead history on the system. Insight Views (and Monitors for that matter) can take data from any data source (such as Scribe s internal DB) that means you can view data from the application or data relating only to the integration. Scribe Demonstration Script Web Leads to Dynamics CRM 9
Lead Traffic History Data View 16. This view shows the number of leads that have come in from the Web site by day. Wrap Up It is good to wrap up with some final positioning on Insight and this template. Think of these major capabilities of Insight: Automation and transparency of integration processes Exception management or integration administration Business & system activity monitoring On the template: The template can be modified to leverage other objects (standard and/or custom) in Microsoft Dynamics CRM. Modifications are done via the point-click-configure GUI of the Workbench. Sometimes, customers/prospects will already have a lead capture form and a database where that data is stored. Insight and this template do not require XML. Insight and the design of this template can be used for taking data out of such databases. The databases need to be SQL Server, Oracle, or accessible via ODBC. 10 Scribe Demonstration Script Web Leads to Dynamics CRM