Microsoft Dynamic CRM

Thursday, May 21, 2020

State and Status Reason default values in Dynamic CRM

Default Values for Various Dynamic CRM Entities

Thursday, May 14, 2020

Security and Access Permission in Dynamic 365 CRM

Microsoft Dynamics CRM security model is composed of business units, access level and privilege level which provide data integrity and privacy and supports efficient data access, teamwork, and collaboration.

Organization and Business Structures

There are three primary entities within the organization. These are users, teams, and business units.

Users represent people who use the Microsoft Dynamics CRM application.

Teams are arbitrary groups of users created and defined by a user in an organization.

Business units are the structural units of an organization. They are the primary container entity within the organizational hierarchy. It is the business unit structure that determines and defines the concepts of access level (defined later).

Organization Hierarchy Example

Example to understand Access Level

Access Level in MS CRM

	Organization. This access level exposes to a user all entity instances within the organization, regardless of the business unit hierarchical level to which the instance or the user belongs. Because this access level gives access to information throughout the organization, it should be restricted to match the organization's data security plan. This level of access is usually reserved for managers with authority over the organization.
	Parent: Child Business Units. This access level exposes to a user entity instances in the user's business unit and all business units subordinate to the user's business unit. This level of access is usually reserved for managers with authority over the business units.
	Business Unit. This access level exposes to a user entity instances in the user's business unit. This level of access is usually reserved for managers with authority over single business unit only.
	User. This access level exposes to a user entity instances he or she owns, objects that are shared with the user, and objects that are shared with a team of which the user is a member. This is the typical level of access for sales and service representatives.
	None Selected. None.

Privilege Level in Dynamic 365 CRM

Definition of Privilege Level

Privilege	Description
Create	Create a record.
Read	View a record.
Write	Make changes to a record.
Delete	Delete a record.
Append	Associate a record to another record.
Append To	Associate entity record to this record.
Assign	Transfer record ownership to another user.
Share	Give access to a record to another user while keeping your own access.
Re-parent	Assign a different parent to entity record.

Sales life cycle in Dynamic 365 CRM

¢Lead

¤Requirement known but not verified by the client yet.

¤Clients details not fully known.

¤Client details may be unknown

¤Can be cold, warm or hot.

¢Accounts

¤Organization information that had been identified with Lead/Opportunity

¢Contact

¤Client team members involved in Lead/Opportunity

¤If not available, we can mark it as TBD

¢Opportunity

¤Requirements verified by the client

¤Client and requirement known

¤Opportunity type : Project/Staff Augmentation

Opportunities Creation to Closure

1) Opportunities are restricted to owner i.e. User can see only his/her Opportunities.

2) Opportunities will have only 4 stages -

RFP / Information Received,
Proposal / Resumes Submitted,
Selected / Accepted,
Contract Getting Negotiated and
Approval in place.

3) When an Opportunity is Closed it is either Closed as Won or Closed as Lost.

4) When Lost Opportunity, we need to select Reason for lost.

More on Hierarchy Security Model in Dynamic 365 CRM

Dynamic Crm Questionnaire to gather information about the customer process

Objective: This questionnaire is administered to understand and gather information and requirement about the customer business process for Dynamic CRM and enable the technical team to configure and implement the same.

Introduction to MS CRM

Microsoft Dynamics CRM is a customer centric Customer Relationship Management (CRM) software solution designed to support the effective management of customer relationships and life-cycle, from initial lead through to after sale activity. It provides users with the tools to successfully manage every stage of the sales process. Microsoft CRM facilitates task and appointment setting through to lead tracking and analysis.

Microsoft Dynamics CRM supports the entire organization through a set of modules,
lets discuss and also make customer aware of it.

Sales Module

Sale Module provides users with the tools to successfully manage every stage of the sales process. Microsoft CRM facilitates task and appointment setting through to lead tracking and analysis.

Manage contacts and accounts
Improve time management
Promote leads to opportunities
Manage sales pipelines

Refer here to know about how typical Sales life cycle works Dynamic CRM

Marketing Module

Microsoft Dynamics CRM facilitates every aspect of campaign management and mass communications. Microsoft CRM supports everything from the initial planning stages through to measurement of success.

Generate and send communications
Manage workflow
Create targeted lists
Manage and track costs

Service Module
The Service Management module of CRM is designed to focus, manage, and track the customer service operations of an organization such as supporting the incident-based services, supporting the customers using service scheduling, etc.

Cases (Incidents) - Support any customer requests, issues, or complaints to be tracked
Knowledge Base - Repository for FAQ's
Contracts - A binding agreement between customer and business.
Resources - Represent various assets, employee an organization has to deliver a service.

Organisation

Q1. How many users in each of below departments will be accessing CRM?

a. Sales team

b. Marketing team

c. Admin/support staff (IT)

d. Please list others, if any

Refer here to know how to manage a user in Dynamic CRM

Q2. Which other product of Microsoft family do you use?

This will give you direction to discuss about any potential integration required.

a. SharePoint
b. Microsoft AX
c. Microsoft Business Central
d. Computer Telephony System (CTI) or Swtichvox
e. Linked-In

f. Power BI

g. Any others In-house ERP or software, please mentioned

Refer here to know how to do integration between SharePoint and Dynamic CRM

Refer here to know about Unified communication an integration between phone system and CRM

Q3. Discuss any escalation matrix for delayed activities?

a. Calls – Escalation

b. Any turnaround time
c. Follow ups with customer on any service contract.
d. Quotation expiry reminder
e. Appointment intimation

Q4. Understand Management Hierarchy and list few designations that
can be related to security role?

Security Role Name	Description
CEO Sales Head Territory Head Business Development Manager	Full view rights of all reports across all modules Full view rights of all report of sales module across all geographies Rights to view all reports with respect to sales across all products & customers for the particular assigned territory Rights to create Lead, convert it to opportunity & close the sales process

Q5. Get information about various divisions, departments and teams operating
across or in isolation. Such information can help you configure business unit in
Dynamic CRM.
A typical example to help business understand about BU is as:

Refer here for detail understanding about Security model of Dynamic CRM

Q6. Get information about mail exchange server

check if they are using Microsoft Exchange or
using different SMTP server.

Refer here to understand how to configure email and mailboxes in Dynamic CRM

Q7. Do you have an any existing IT Team (In-house or Partner) who would provide
infrastructure information about servers?

Sales Module

Refer here to know about how Sales life cycle works in vanilla Dynamic CRM

Q1. Does it differ for existing client and new client?

a. Yes

b. No

Q2. Is there any concept of account Management?

a. Yes

b. No

Q3. How many people meet the customers directly?

a. 0-10

b.10-50

c. 50 & above

d. Others

Q4. Under what condition a lead will move to a qualify stage?

(e.g., receive & upload PO/ get assurance from customer/ non- defined/ invite for RFP etc.)

Q5. What are the various reports expected by sales team or department?

a. Sales Pipeline

b. Goals actual vs. Expected

c. Monthly/Quarterly/Yearly Revenue Projection

d. Deals Won vs. Deal Lost

Q6. What is the sales hierarchy for your organization?

(Attach org chart, relevant JD etc.) – to discover roles

Q7. What are KPI parameters for the sales function & marketing function?

How are they mapped to roles in the hierarchy?

(to discover what to capture and not to capture in reports)

Geographical Location:

Q1. How many geographical locations do you operate?

How does sales across territory managed?

Marketing Process:

The marketing module helps the marketing managers, assign, schedule, and track marketing campaign activities and measure campaign performance.

Q1. How do you generate Lead for your business?

a. Sales Exhibitions

b. Web to Lead - an enquiry coming from company contact us web-page.

c. Any call requesting for a quotation

d. Customer or Employee referrals

Q2. What factors helps in filtering out target customers?

a. Based on any specific region

b. Customer's who recently have made changes in their subscriptions

c. Customer who opted for any discounts

d. Customer who have been with you since X years

Q3. What is campaign management process and channel of campaign?

a. Email

b. SMS or IVR (Interactive Voice Response)

c. Letters

d. Flash messages on devices like TV, Andriod App

Q4. Who will handle what all roles in marketing campaign?

Q5. What all reports are expected out of the system for Marketing?

Campaign type Mix
Campaign Budget v/s Actual Cost
Leads Source by Campaign
Revenue generated by Campaign

Q6. How is the KPI’s for the marketing process defined?

Campaign Revenue
Cost per campaign Activities
Lead to customer ratio
Other

Please write in comments below if you have any question, that could help me listing it down in this blogs

Thanks.

Digium switchvox and Dynamics 365 CRM integration

Today, I am going to write about how I did an integration between phone system and Microsoft Dynamic CRM.

Business Requirement:

Whenever there is incoming call coming on phone system (PBX), we need to search into Dynamic CRM if the caller telephone number matches with any of the contact record phone number and pop-ups it customer related information so that person attending the call becomes more familiar with its detail.

Solution

We have a step by step approach

1) Registering the event trigger

2) Configure the Switchboard widget and layout.

3) Host the Dynamic CRM plugin (created by me).

Step 1] Registering the event trigger

We need to look for incoming call event and register our dynamic crm plugin here and pass caller Id number as a parameter.

Step 2] Configure the Switchboard widget and layout

Digium Switchvox provide the feature to create custom switchboard widgets, where we can provide Dynamic CRM plugin Url. Once widget is created it is available to get it on switchboard layout.

Step 3] Host the Dynamic CRM plugin

I have exclusively created a Dynamic CRM plugin which searches the incoming call telephone number in Dynamic Crm and open ups the browser window with contact form.

Please reach out to me (vipinjaiswal12@gmail.com) for this plugin.

Demo

So, if we have an incoming call from Andrea and its telephone number matches in dynamic CRM and we are listing its details in Dynamic CRM pane. Note that Andrea Contact Name, its company and its email are hyperlinked, and it can be open up Dynamic CRM contact form, account form and email to be sent form respectively.

If you are looking for an technical assistance in Unified communications to enable integration between phone system and Microsoft Dynamic CRM, please reach out to me.

Thanks.

Vipin Jaiswal

vipinjaiswal12@gmail.com