Functional/ Business Requirements for Microsoft Dynamics 365

(Sales and Customer Service)

For

ABC Limited

APRIL 2020

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WB Tech Ltd
Contents
1 Introduction......................................................................................................................................
1.1 Purpose.............................................................................................................................................6

2 Overview........................................................................................................................................
2.1 Current situation.............................................................................................................................11

2.1.1 ‘As is’ process................................................................................................................................11

2.2 Future state business process (process flow attached)....................................................................13

2.2.1 Business Scenario Business development.....................................................................................13

2.2.2 Business Scenario Relationship management................................................................................14

2.2.3 Business Scenario Customer Care.................................................................................................15

2.3 Assumptions and Constraints.........................................................................................................20

2.4 Project RQuirements.......................................................................................................................20

3 Microsoft Dynamics 365 Sales and Customer Service Modules...................................................

3.1 Sales for Dynamics 365 module.....................................................................................................22

3.1.1 Sales Table Structure.....................................................................................................................22

3.2 Dynamics 365 for Service Management.........................................................................................23

4 General system -wide RQuirements..............................................................................................

4.1 Data Integration for Dynamics 365................................................................................................29

4.1.1 Features..........................................................................................................................................30

4.1.2 Data Import and Export.................................................................................................................30

4.2 Organization Structure....................................................................................................................31

4.2.1 Business Units................................................................................................................................31

4.3 Key entities and related functionality.............................................................................................32

4.4 Security...........................................................................................................................................40

4.4.1 Roles..............................................................................................................................................40

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4.4 Privileges.........................................................................................................................................41

4.4.3 Level of access...............................................................................................................................41

4.4.4 Security role....................................................................................................................................42

4.5 Development Requirements............................................................................................................42

4.6 Defined technical Requirements.....................................................................................................43

4.7 Supported web browsers.................................................................................................................44

4.8 Network Requirements...................................................................................................................44

5 Dashboards and Views...................................................................................................................

5.1 Dashboard Components..................................................................................................................45

5.1.1 Multi-stream dashboard standard view..........................................................................................45

5.1.2 Multi-stream dashboard tile view..................................................................................................46

5.1.3 View...............................................................................................................................................46

5.1.4 Customer service matrix dashboard...............................................................................................47

5.1.5 Forms.............................................................................................................................................47

6 Reporting........................................................................................................................................
6.1 Surveys...........................................................................................................................................52

7 Alternate User Interfaces..................................................................................................................

7.1 Mobile User Interface.....................................................................................................................53

7.2 Microsoft Office Outlook® User Interface....................................................................................53

8 References documents...................................................................................................................
9 Document Acceptance......................................................................................................................
Validity Period.........................................................................................................................................56

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Figure 1: To-be Business development process flow..................................................................................................................13
Figure 2: To-Be relationship management process flow.............................................................................................................14
Figure 3: To-be walk-in customers process flow........................................................................................................................15
Figure 4: To-be CIC interface process flow................................................................................................................................17
Figure 5: To-be Live chat process flow.......................................................................................................................................19
Figure 6: Sales Table Structure...................................................................................................................................................22
Figure 7: Case management process flow...................................................................................................................................23
Figure 8: Workflow sample.........................................................................................................................................................24
Figure 9: Data integration using Azure data factory...................................................................................................................29
Figure 10: ABC Business Unit....................................................................................................................................................31
Figure 11: Multi- stream dashboard standard view.....................................................................................................................45
Figure 12: Multi- stream dashboard standard view....................................................................................................................46
Figure 13: View sample..............................................................................................................................................................46
Figure 14: Customer service matrix dashboard...........................................................................................................................47
Figure 15: Reporting format........................................................................................................................................................49
Figure 16: Reporting format........................................................................................................................................................50
Figure 17: Custom reports...........................................................................................................................................................51
Figure 18: Microsoft forms pro...................................................................................................................................................52
Figure 19: Mobile interfaces.......................................................................................................................................................53

Table 1: Stakeholders list..............................................................................................................................................................7

Table 2: Key entities...................................................................................................................................................................39
Table 3: Security Roles...............................................................................................................................................................40
Table 4: Defined technical RQuirements....................................................................................................................................43
Table 5: Reporting capabilities....................................................................................................................................................49
Table 6: Business RQuirement register.........................................................................................................................................9

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Version Control

Name Version Number Date

Oforma Chineke 1.1 30/03/2020

ochineke@WBtech.com

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 Introduction
This document has been prepared at the request of ABC Limited and is a statement of business and
functional requirements for the implementation of Microsoft dynamics CRM Sales and Customer
service

Microsoft Dynamics 365 CRM is a leading cloud-based customer relationship management (CRM)
business solution that help drive productivity and streamlines the way employees communicate with
customers and enhances their ability to collaborate

The Functional requirements Document (FRD) is the starting point of the solution and system
development and is a collaborative effort between all business and technology stakeholders.

Furthermore, the FRD:

 Identifies and documents ABC limited requirements.

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

1.1 Purpose

The purpose of the FRD is to communicate business needs in common terms to all project and technical
team members to ensure that the end product meets the business objectives.

Approach

These requirements have been built on information gathered through interviews conducted through
March 2020. The following members of ABC limited staff were included in this process:

Name Position
Jane Doe Project Manager
Mark Brown Chief Information Officer
Tunde Stevens Head, Business Development; East
Benson Callaway Head, Customer Service
Tony Brian Team lead, Call Center
Felicia Quinn Head, Business Development; Seatle
Marvin Gaye Manager, Business Development

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 North West-wing IT
Mini Mason IT (database)
Jay Wilson Chief Technical Officer
Table 1: Stakeholders list

Process Name Requirement ID Requirement Description Owner

Lead Generation BD/RQ/LG/001 Integration with LinkedIn only for prospect Business Development Division
generation.

BD/RQ/LG/002 Application to send notifications when Business Development Division

potential leads are identified

BD/RQ/LG/003 Manually input an identified lead Business Development Division

BD/RQ/LG/004 Access generated leads 24/7 (online and Business Development Division
offline

BD/RQ/LG/005 Integration with LinkedIn only for prospect Business Development Division
generation.

Lead Tracker BD/RQ/LT/001 Track generated lead(s) Business Development Division

BD/RQ/LT/002 Auto reminder to follow-up with generated Business Development Division

lead(s)

BD/RQ/LT/003 Upload a lead that has been tracked offline Business Development Division
before MS DYNAMICS 365/CRM
implementation

Lead Conversion BD/RQ/LC/001 Seamlessly integrate converted lead(s) to Business Development Division
customers on DMAG

BD/RQ/LC/002 Notification on leads that have been Business Development Division

successfully converted

BD/RQ/LC/003 Carry out campaigns for converted leads Business Development Division

BD/RQ/LC/004 Generate reports for leads generated, Business Development Division

currently tracked, and converted leads

BD/RQ/LC/005 Track marketing visits and report clients’ Business Development Division
updates

Integration CS/RQ/IN/001 Integrate with Core Application (DMAG) Customer Care

CS/RQ/IN/002 Integrate with customer care email address Customer Care

Escalation CS/RQ/ES/001 Escalate customer complaints and issues Customer Care

using a functional workflow (distribution
list)

CS/RQ/ES/002 Spool required reports on escalated issues Customer Care

and time for resolution

CS/RQ/ES/003 View and spool data on First Call Retech Customer Care

Complaints CS/RQ/CO/001 View all complaints per customer and stage Customer Care

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 of resolution

CS/RQ/CO/002 Log repeat calls on the same issue and repeat Customer Care
visits

CS/RQ/CO/003 Automatically assign cases to particular Customer Care

account officers per employer

CS/RQ/CO/004 Generate reports on repeated calls for a Customer Care

particular complaint

CS/RQ/CO/005 Generate ticket number for each complaint Customer Care

via email, phone call or live chat

Tracking & CS/RQ/TR/001 Track all calls, emails and live chats to the Customer Care
Reporting customer care center

CS/RQ/TR/002 Generate reports on walk-in customers, Customer Care

inbound, outbound calls, emails, live chats
etc.

CS/RQ/TR/003 Track time spent through the issue resolution Customer Care
path

CS/RQ/TR/004 Track all communications to a particular Customer Care

customer, no matter the channel

CS/RQ/TR/005 View number of days since account was Customer Care

funded Ability to generate reports on all
channels

CS/RQ/TR/006 Generate report on all interactions with a Customer Care

particular customer

Customer CS/RQ/CE/001 Automatically generate survey for each Customer Care

Experience customer per channel

CS/RQ/CE/002 Generate NPS for each customer service Customer Care

channel

CS/RQ/CE/003 Monitor feedback from customer forums Customer Care

Customer RM/RQ/CI/001 Upload customer documents on the Relationship Management

Information application

RM/RQ/CI/002 Update some customer information fields Relationship Management

using the application

RM/RQ/CI/003 Generate customer statements using a date Relationship Management

range

RM/RQ/CI/004 View the Pension Desk Officer per employer Relationship Management

RM/RQ/CI/005 View the last contribution made for each Relationship Management
customer by each employer

RM/RQ/CI/006 View a summary of contribution for each Relationship Management

employer

RM/RQ/CI/007 View general information on each customer Relationship Management

e.g. Next of Kin, Employer name, Location
etc.

RM/RQ/CI/008 View the return on investment on Relationship Management

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 contributions for each customer

Campaigns RM/RQ/CM/001 Generate campaigns for specific customers Relationship Management

RM/RQ/CM/002 View details of campaigns and outcomes e.g. Relationship Management

Customer forums

Reports RM/RQ/RP/001 Generate reports for High Net worth Relationship Management
Individuals

RM/RQ/RP/002 Generate reports on customer information Relationship Management

RM/RQ/RP/003 Any other available report Relationship Management

RM/RQ/RP/004 Generate reports for High Net worth Relationship Management

Individuals
Table 2: Business Requirements Register

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 Overview
The proposed system is a seamless solution that can integrate with ABC business units (Business
development, Customer service and relationship management) and existing DMAG (Oracle application
on-Prem) application.

The principal users are:

 Business development
 Customer service
 Relationship management
 IT

The principle process areas covered by the project are:

 The initial assessment of processes
 Assessment of overlapping processes
 Leads generation
 Leads Tracking
 Leads Conversion
 Reporting
 Escalations management
 Complaints management
 Tracking and Reporting customer calls, emails and live cha
 Customer Experience
 Customer Information management and tracking
 Campaigns to customer

It is envisaged the new system will provide the following benefits:

 Provide a supported platform
 Provide integration
 Provide a flexible environment which can be quickly adapted to meet new requirements
 Cut the time involved in managing the supported processes by reducing the number of places
data is maintained and automating previously manual tasks
 Provide greater visibility of a customer and their current and historic cases
 Improve the ability to query and generate report from the system

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1.2 Current situation

The new system will replace as-is process flow shared below. Existing and new data would be integrated
from the on-prem DMAG environment to Dynamics 365 using Azure Data Factory. It is envisaged that
new registration would still be done via ABC legacy tool AutoCap which sends registration requirement
to PCN. The data received from PCN is sent to the on-prem DMAG environment, data is then fed to the
SQL database provided by ABC which is synced to the dynamics CRM environment 24/7

1.2.1 ‘As is’ process

The following section describes how the process is currently managed at ABC (As-is process flow
attached):

1.2.1.1 Business development

 Business development executives identifies lead on the field

 The leads details are registered using ABC legacy system mobile-reg
 The details of the newly registered lead are sent to PCN for RSA pin generation
 Feedback from PCN is fed into the DMAG (Oracle application on-Prem) application
 IT releases a daily schedule to all staff of newly registered leads with the RSA pins
 Business development goes through the list, get details of lead and start following up
 Leads make first contribution and is converted to a customer
 BDE saves information on Excel Spreadsheet
 Payment information is also captured on DMAG as account is credited to allow ICT generate
report on request
 The customer is assigned a relationship manager.
 Generate report from Excel Spreadsheet weekly/ monthly for team lead or unit head review

1.2.1.2 Relationship management

 Relationship manager follows up with customer by scheduling calls or visits via email or
telephone
 Send customer’s documents to ICT to be updated/ uploaded on DMAG
 Send customer’s documents to ICT to be updated/ uploaded on DMAG
 View customer information on Excel
 View data on contributions made by customer by schedules generated by Contributions
Processing

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  Record scheduled visits and calls on excel reporting sheets for performance tracking
 RM uses customer information to plan for campaigns with the Marketing and Branding team to
determine which campaign approach will be effective for their customers.
 Set out periods for special PR treatment for HNI customers
 KPIs recorded on spreadsheets for unit heads to collate reports for periods required.
 Generate report from Excel Spreadsheet weekly/ monthly for team lead or unit head review

1.2.1.3 Customer service

 Customer care agent interacts with the customer over the Customer Interactive Interface (CIC)
for calls, emails or live chat
 For social media, customers are managed via the sprout social media tool.
 For walk-in customers, customer gets a piece of paper from the security agent stating time in
and case number and approaches the next available agent
 Case ID is logged in with time and the customer service agent commences engagement
 If it’s a first line issue, customer Care agent resolves issue. If not, customer care Agent sends an
email to the appropriate back office in the HQ (putting Line Manager in copy
 Issue is escalated if not resolved within the established SLA period

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1.3 Future-state business process (process flow attached)

1.3.1 Business Scenario Business development

INSERT FLOW PROCESS HERE

Figure 1: To-be Business development process flow

BD-STEP 1: Business development executive engages and qualifies a prospect

BD-STEP 1.1: CRM sends notification when prospect is identified.
BD-STEP 2: Business development executive logs in details of prospects identified through any
medium e.g. Leads from LinkedIn or live engagements.
BD-STEP 3: Activities on prospect is logged into CRM; calls, emails, proposals, documentation,
visits etc.
BD-STEP 3.1: CRM sends auto reminder to business development executive to follow-up with
generated prospect(s)
BD-STEP 3.2: Dynamics CRM is integrated with outlook
BD-STEP 4: Prospects indicates interest and is registered using ABC AutoCap legacy application
and sends to PCN. (Should prospect not interest his details will remain on the CRM database so that
such a person maybe engaged another time and thus the BDE may move on the qualify another
lead).
BD-STEP 5: Registration is done with PCN and prospect is assigned an RSA pin
BD-STEP 6: Details are fed into the On- Prem DMAG application
BD-STEP 7: Details are fed from DMAG into provided SQL server
BD-STEP 8: D365 syncs with SQL server and picks details
BD-STEP 9: CRM converts prospect to lead and updates RSA pin and send a notification to
business development executive
BD-STEP 10: CRM sends auto reminder to business development executive to follow-up with
generated lead(s)
BD-STEP 11: Business development executive follows up on lead
BD-STEP 12: Activities on lead is logged into CRM; calls, emails, proposals, documentation, visits
etc.
BD-STEP 13: Business development executive carry out campaigns
BD-STEP 14: Lead makes first contribution, CRM syncs with SQL database and updates
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 BD-STEP 15: CRM converts lead to customer and send a notification to business development
executive
BD-STEP 16: Customer is assigned to a relationship manager
BD-STEP 17: Business development executive can generate report on activities, account status,
prospect list, lead list and customer list, converted prospects, converted leads etc. at any point
BD-STEP 18: Unit heads/ team leads/ managers have an overview of activities and can generate
report

1.3.2 Precondition Statement

The integration of the CRM shall cut across all business areas once implemented. The implication
of this statement is that all users of the platform shall be granted rights. These rights shall allow
users to be able to perform sequential and non-sequentially all the steps in 2.2.1. Rights will be
assigned to roles and rights assigned will be subject to what each assigned user will be able to do.

1.3.3 Requirement Traceability Matrix (Business Development)

Process
Process Requirement
Requirement ID Flow Description Owner
Name Description
Pointer
Business
Integration with development Business
BD/RQ/LG/001 LinkedIn only for BD-STEP 1 executive engages Development
prospect generation. and qualifies a Division
prospect
Application to send CRM sends
Business
notifications when BD-STEP notification when
BD/RQ/LG/002 Development
potential leads are 1.1 prospect is
Division
identified identified.
Lead Business
Generation development
executive logs in
details of prospects Business
Manually input an
BD/RQ/LG/003 BD-STEP 2 identified through Development
identified lead
any medium e.g. Division
Leads from
LinkedIn or live
engagements.
Business
Access generated leads Public IP for
BD/RQ/LG/004 PR-STEP 2 Development
24/7 (online and offline Reporting Server
Division
Lead Tracker BD/RQ/LT/001 Track generated lead(s) BD-STEP CRM sends auto Business
10 reminder to Development
business Division
development
executive to
follow-up with
generated lead(s)

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 CRM sends auto
reminder to
Auto reminder to business Business
BD-STEP
BD/RQ/LT/002 follow-up with development Development
10
generated lead(s) executive to Division
follow-up with
generated lead(s)
Business
development
Upload a lead that has executive logs in
been tracked offline details of prospects Business
BD/RQ/LT/003 before MS DYNAMICS BD-STEP 2 identified through Development
365/CRM any medium e.g. Division
implementation Leads from
LinkedIn or live
engagements.
Details are fed
from DMAG not
Seamlessly integrate provided SQL Business
BD-STEP 7
BD/RQ/LC/001 converted lead(s) to server and D365 Development
&8
customers on DMAG syncs with SQL Division
server to pick
details
CRM converts
prospect to lead
and updates RSA
Notification on leads Business
pin and send a
BD/RQ/LC/002 that have been BD-STEP 9 Development
notification to
successfully converted Division
business
development
executive
Business
Business
Carry out campaigns for BD-STEP development
BD/RQ/LC/003 Development
Lead converted leads 13 executive carry out
Division
Conversion campaigns
Business
development
executive can
generate report on
Generate reports for activities, account
Business
leads generated, BD-STEP status, prospect
BD/RQ/LC/004 Development
currently tracked and 17 list, lead list and
Division
converted leads customer list,
converted
prospects,
converted leads
etc. at any point
Unit heads/ team
Track marketing visits leads/ managers Business
BD-STEP
BD/RQ/LC/005 and report clients’ have an overview Development
18
updates of activities and Division
can generate report
Table 2: Requirements Traceability Matrix for Business Development

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 1.3.4 Business Scenario Relationship management

INSERT PROCESS FLOW DIAGRAM HERE

Figure 2: To-Be relationship management process flow

RM-STEP 1: RM follows up with customer after been assigned

RM-STEP 2: RM uploads/ updates customer details/ documents on CRM
RM-STEP 3: Activities on customer is logged into CRM; calls, emails, proposals, documentation,
visits etc.
RM-STEP 4: RM can generate customer details like customer statements, customer information,
pension desk officer per employer, last contribution made for each customer by each employer,
summary of contribution for each employer, etc.
RM-STEP 5: RM generates campaigns for specific customers using required metrics i.e. fund type,
last funded, high net worth individuals etc.
RM-STEP 6: View details of campaigns and outcomes
RM-STEP 7: RM can generate report on activities at any point
RM-STEP 8: Unit heads/ team leads/ managers have an overview of activities and can generate
report

1.3.5 Requirement Traceability Matrix (Relationship Management)

Process
Process RQuirement
RQuirement ID Flow Description Owner
Name Description
Pointer
Customer RM uploads/
Upload customer
Information updates customer Relationship
RM/RQ/CI/001 documents on the RM-STEP 2
details/ documents Management
application
on CRM
RM/RQ/CI/002 Update some RM-STEP 2 RM uploads/ Relationship
customer information updates customer Management
fields using the details/ documents
application on CRM

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 RM can generate
customer details
like customer
statements,
customer
information,
pension desk
Generate customer
officer per Relationship
RM/RQ/CI/003 statements using a RM-STEP 4
employer, last Management
date range
contribution made
for each customer
by each employer,
summary of
contribution for
each employer,
etc.
RM can generate
customer details
like customer
statements,
customer
information,
pension desk
View the Pension
officer per Relationship
RM/RQ/CI/004 Desk Officer per RM-STEP 4
employer, last Management
employer
contribution made
for each customer
by each employer,
summary of
contribution for
each employer,
etc.
RM can generate
customer details
like customer
statements,
customer
information,
View the last pension desk
contribution made officer per Relationship
RM/RQ/CI/005 RM-STEP 4
for each customer by employer, last Management
each employer contribution made
for each customer
by each employer,
summary of
contribution for
each employer,
etc.
RM/RQ/CI/006 View a summary of RM-STEP 4 RM can generate Relationship
contribution for each customer details Management
employer like customer
statements,
customer
information,
pension desk
officer per
employer, last
contribution made
for each customer
by each employer,
summary of

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 contribution for
each employer,
etc.
RM can generate
customer details
like customer
statements,
customer
information,
View general
pension desk
information on each
officer per Relationship
RM/RQ/CI/007 customer e.g. Next of RM-STEP 4
employer, last Management
Kin, Employer name,
contribution made
Location etc.
for each customer
by each employer,
summary of
contribution for
each employer,
etc.
RM can generate
customer details
like customer
statements,
customer
information,
View the return on pension desk
investment on officer per Relationship
RM/RQ/CI/008 RM-STEP 4
contributions for employer, last Management
each customer contribution made
for each customer
by each employer,
summary of
contribution for
each employer,
etc.
RM generates
campaigns for
specific customers
Generate campaigns
using required Relationship
RM/RQ/CM/001 for specific RM-STEP 5
metrics i.e. fund Management
customers
type, last funded,
Campaigns high net worth
individuals etc.
View details of
View details of
campaigns and Relationship
RM/RQ/CM/002 RM-STEP 6 campaigns and
outcomes e.g. Management
outcomes
Customer forums
Generate reports for RM can generate
RM-STEP Relationship
RM/RQ/RP/001 High Net worth report on activities
7: Management
Individuals at any point
RM can generate
Generate reports on RM-STEP Relationship
RM/RQ/RP/002 report on activities
customer information 7: Management
at any point
Reports
RM can generate
Any other available Relationship
RM/RQ/RP/003 RM-STEP 7 report on activities
report Management
at any point
Generate reports for RM can generate
Relationship
RM/RQ/RP/004 High Net worth RM-STEP 7 report on activities
Management
Individuals at any point
Table 2: Requirements Traceability Matrix for Relationship Management

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1.3.6 Business Scenario Customer Care

1.3.6.1 Walk in customers

INSERT PROCESS FLOW HERE

Figure 3: To-be walk-in customers process flow

WIC-STEP 1: Customer is assigned to a Customer Care Agent who initiates engagement on CRM
WIC-STEP 2: Engagement time is logged in automatically
WIC-STEP 3: CRM generates case ID
WIC-STEP 4: Customer care agent pulls up details of customer using CRM using customers email,
RSA pin, name etc.
WIC-STEP 5: Customer care agent resolves first line issues
WIC-STEP 6: Issues/ complaints that cannot be resolved by customer care agent is escalated using
a functional workflow (distribution list)
WIC-STEP 7: CRM send notifications to customer care agent at every stage of escalation
WIC-STEP 8: Customer care agent logs in details of issue on CRM
WIC-STEP 9: Customer care agent generates required reports on escalated issues and time for
resolution
WIC-STEP 10: CRM calculates average resolution time per customer and per customer care agent
WIC-STEP 11: Customer care agent views all complaints per customer and stage of resolution
WIC-STEP 12: CRM logs repeat calls on the same issue and repeat visits
WIC-STEP 13: CRM automatically generate survey for the customer
WIC-STEP 14: Customer care agent sends survey to the customer (this activity is not optional)
WIC-STEP 15: CRM analyses survey and generates net promoters score (NPS)
WIC-STEP 16: Customer care agent can generate report on activities at any point
WIC-STEP 17: Unit heads/ team leads/ managers have an overview of all activities and can
generate report

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1.3.6.2 Via Customer interactive interface (CIC) (Calls, Emails, Social media mentions)

INSERT PROCESS FLOW HERE

Figure 4: To-be CIC interface process flow

CIC-STEP 1: CRM automatically assign case customer agent via provided workflow
CIC-STEP 2: Customer Care Agent initiates engagement on CRM
CIC-STEP 3: Engagement time is logged in automatically
CIC-STEP 4: CRM generates case ID
CIC-STEP 5: Customer care agent pulls up details of customer using CRM using customers email,
RSA pin, name etc.
CIC-STEP 6: Customer care agent resolves first line issues
CIC-STEP 7: Issues/ complaints that cannot be resolved by customer care agent is escalated using
a functional workflow (distribution list)
CIC-STEP 8: CRM send notifications to customer care agent at every stage of escalation
CIC-STEP 9: Customer care agent logs in details of issue on CRM
CIC-STEP 10: Customer care agent generates required reports on escalated issues and time for
resolution
CIC-STEP 11: CRM calculates average resolution time per customer and per customer care agent
CIC-STEP 12: Customer care agent views all complaints per customer and stage of resolution
CIC-STEP 13: CRM logs repeat calls on the same issue and repeat visits
CIC-STEP 14: CRM automatically generate survey for the customer
CIC-STEP 15: Customer care agent sends survey to the customer (this activity is not optional)
CIC-STEP 16: CRM analyses survey and generates net promoters score (NPS)
CIC-STEP 17: Customer care agent can generate report on activities at any point
CIC-STEP 18: Unit heads/ team leads/ managers have an overview of all activities and can
generate report

1.3.6.3 Via live chat

INSERT PROCESS FLOW HERE

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 Figure 5: To-be Live chat process flow

LC-STEP 1: Customer logs case on CRM

LC-STEP 2: CRM picks case automatically and generate case ID
LC-STEP 3: CRM automatically assign case to customer agent via provided workflow
LC-STEP 4: CRM directs agent to live chat environment
LC-STEP 5: Customer Care Agent initiates engagement on live chat
LC-STEP 6: Engagement time is logged in automatically
LC-STEP 7: Customer care agent pulls up details of customer using CRM using customers email,
RSA pin, name etc.
LC-STEP 8: Customer care agent resolves first line issues
LC-STEP 9: Issues/ complaints that cannot be resolved by customer care agent is escalated using a
functional workflow (distribution list)
LC-STEP 10: CRM send notifications to customer care agent at every stage of escalation
LC-STEP 11: Customer care agent logs in details of issue on CRM
LC-STEP 12: Customer care agent generates required reports on escalated issues and time for
resolution
LC-STEP 13: CRM calculates average resolution time per customer and per customer care agent
LC-STEP 14: Customer care agent views all complaints per customer and stage of resolution
LC-STEP 15: CRM logs repeat calls on the same issue and repeat visits
LC-STEP 16: CRM automatically generate survey for the customer
LC-STEP 17: Customer care agent sends survey to the customer (this activity is not optional)
LC-STEP 18: CRM analyses survey and generates net promoters score (NPS)
LC-STEP 19: Customer care agent can generate report on activities at any point
LC-STEP 20: Unit heads/ team leads/ managers have an overview of all activities and can generate
report

1.4 Assumptions and Constraints

 The data to be integrated from the SQL database would not RQuire any form of data cleansing
 There is a steady network connectivity on the reporting server
 The required and requested access would be provided
 Required resource persons to provide required clarifications and access have been assigned
and are available
 The phone provider and Web API for live chat and calls would be provided

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  LinkedIn sales navigator license is available

1.5 Project Requirements

Listed below are the project requirements:
PR-STEP 1: Internet Connectivity for DB Server

PR-STEP 2: Public IP for Reporting Server

PR-STEP 3: Connection String for Oracle DB Reporting Server

o Username
o Password
o Database Name
o IP Address
o Port Number:

PR-STEP 4: Schema and Table names in data mart

PR-STEP 5: Entity Relationship

PR-STEP 6: Provision workstation on network for onsite phase of project.

PR-STEP 7: Provision for workspace

PR-STEP 8: Remote Desktop Connection

PR-STEP 9: We need to be able to install Microsoft Integration Runtime on the reporting server to
enable a handshake between ADF and On-Prem

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 Microsoft Dynamics 365 Sales and Customer Service Modules

1.6 Sales for Dynamics 365 module

Sales module is designed to support the sales process from prospect acquisition to conversion to
customer. CRM has a place to store the contact information for prospects/ leads and customers.  It also
has a place to track the follow-up communications (Phone Calls, Emails, and Appointments) and the
ability to qualify a prospect into a lead, Contact, customer.

1.6.1 Sales Table Structure

CRM keeps prospects in a separate area (essentially, quarantined) to ensure your main database of leads
and Contacts doesn’t get cluttered with people your organization doesn’t know.

Leads

Prospect Customers

Contacts

Figure 6: Sales Table Structure

1.7 Dynamics 365 for Service Management

The customer service module allows you to manage and track customer service activity in your
organization. It is designed to support incident-based services called Cases. 

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The Case entity (aka tickets or incidents) provides incident-based tracking for issues that may arise from
your customers, whether they are external or internal.  It is designed to track the process from the initial
intake of an incident, tracking the details throughout the remediation/escalation process, and through
final resolution.

Cases are automatically created based on defined business rules and from multiple channels like email,
chat, etc. via custom workflows.

Key performance indicators (or KPI)/ Service Level Agreements (or SLA) are managed using provided
workflows and escalation times. Service Level Agreements offer an easy way to track the time it takes
your service representatives to solve support requests.

Service Level Agreements are also the first step toward crafting key performance indicators (KPIs) and
tracking your performance against those KPIs. Your support representatives see them as timers on
record forms where they indicate remaining time until (or time passed since) prescribed time it takes to
solve a support request.

Case SLA KPI

Figure 7: Case management process flow

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 Figure 8: Workflow sample

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 1.8 Progression Pathway for Escalation in Case Management

Categories Case Categories 1ST Line 2ND Line 3RD Line 4TH Line 5TH Line

1.1.1.

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 1.1.1.

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 General system -wide Requirements

1.9 Data Integration for Dynamics 365

The integration of data from the on-prem DMAG environment to Dynamics 365 on Azure is designed to
give synchronized and updated view of business data between both environments. The provided SQL
database acts as a bridge. It provides quick and secure data transfer between DMAG and CRM.
Using Azure data factory, tasks are scheduled, automated, and orchestrated.

Figure 9: Data integration using Azure data factory

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1.9.1 Features

 Workflow: Visualize, design, build, automate, and deploy business processes as series of
steps.
 Connectors: Connectors are designed to connect different business units and processes.
 Triggers: Connectors provide triggers that fire when events or new data meet specified
conditions. For example, a SQL database being populated each time a dynamics CRM is
populated. The population of the Dynamics CRM is the trigger of that logic app.
 Actions: These are all the steps that occur after the trigger

1.9.2 Data Import and Export

 Azure data factory reads data from SQL database/ CRM

 Performs serialization/deserialization, compression/decompression, column mapping, and so
on.
 It performs these operations based on the configuration of the input dataset, output dataset, and
Copy activity.
 Writes data to the sink/destination to CRM/ SQL database
 This is a continuous process

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1.10 Organization Structure

1.10.1 Business Units

 Business development
 Relationship management
 Customer service
The figure below shows the relationship between the business units

Figure 10: ABC Business Unit

1.11 Key entities and related functionality

The following section describes the key entities and the information they will track. The fields described
are not intended to be definitive and it is envisaged these will be finalized as part of the design process.

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 FIELD TYPE for
FIELD NAME DESCRIPTION PROSPECTS FIELD TYPE for LEAD FIELD TYPE for CUSTOMER
CUSTOMER ADDRESS

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 Table 3: Key Entities

1.12 Security

1.12.1 Roles

Security roles in Microsoft Dynamics 365 are a matrix of privileges and access levels for the various
entities. They are grouped under different tabs based on their functionality. These groups include:

 Core Records
 Marketing
 Sales
 Service
 Business Management
 Service Management

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  Customization
 Custom Entities

Table 4: Security Roles

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1.12.2 Privileges

Privileges are the basic security units that delineate what action a user can perform in the CRM system.
These cannot be added or deleted but only modified. The common privileges in Microsoft Dynamics
365 for each entity are as follows:

 Create — Allows the user to add a new record

 Read — Allows the user to view a record
 Write — Allows the user to edit a record
 Delete — Allows the user to delete a record
 Append — Allows the user to attach other entities to, or associate other entities with a parent
record
 Append to — Allows the user to attach other entities to, or associate other entities with the
record

1.12.3 Level of access

This is indicated by the degree of fill and colour of the little circles against each entity for each privilege.
These levels determine the records of an entity upon which the user can perform a given privilege. The 5
levels of access are as follows:

 None — No privileges given

 User — Privileges to the records owned by the user or shared with the user. Also includes the
privileges owned by the team to which the user belongs.
 Business Unit — Privileges for all records owned in the business unit to which the user
belongs
 Parent: Child Business Unit — Privileges for all records owned in the business unit to which
the user belongs and to all the child business units subordinate to that business unit
 Organization — Privileges for all records in the organization regardless of who owns it

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1.12.4 Security role

A security role has a set of privileges and access levels associated with it. There are some pre-defined
security roles that can be used.

System Administrator
System Administrator is the highest-level role which encompasses all the privileges and has over-riding
rights. The System Administrator has the authority to allow and remove access of other users and define
the extent of their rights. For example, the System Administrator and the System Customizer are given
access to custom entities by default while all other users need to be given access. This is the only role
that cannot be edited.

System Customizer
The System Customizer role is like the System Administrator role which enables non-system
administrators to customize Dynamics 365. A Customizer is a user who customizes entities, attributes
and relationships.

Standard Roles
There are some other built in organizational roles in CRM such as CEO, Marketing Manager, Sales
Manager, Salesperson, etc., that can be assigned to a user

1.13 Development Requirements

It is important that the system is flexible enough to meet emerging requirements. The following are the
development capabilities provided:

 Ability to define multiple, related, entities.

 Ability to relate entities on a one to many or a many to many bases.
 Ability to define fields against entities of varying types including, but not limited to, text,
numeric, revenue, picklist, lookup and date/time.
 Ability to design forms
 Ability to add automation to forms such that actions can be triggered based on the value
entered in a field.
 Ability to add logical workflow that can be triggered on the creation, amendment or deletion
of records.

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  Ability to extend functionality through the creation of custom written plugins.

1.14 Defined technical Requirements

Aspect RQuirement
Environments Three environments will be implemented; development, UAT, and
production
Platform Dynamics CRM is a cloud-based platform
Database CRM would be integrated with the provided Microsoft SQL Server 2014
database
Access Access to the CRM environment is via user licenses
Capacity Common Data Service for Apps Database Capacity: 10 GB
Transactional database storage for entity definitions and record data;

 Common Data Service for Apps File Capacity: 20 GB

Capacity to store attachments for notes or emails in D365 Customer
Engagement apps and PowerApps. This can include Word
documents, image files, PDF files, spread sheets, videos and other
business files.
 Common Data Service for Apps Log Capacity: 2 GB
Separate storage capacity for audit logs will track record and
attribute data changes. This includes field value record updates,
previous values, security role updates, data / time of access.

Table 5: Defined technical Requirements

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1.15 Supported web browsers

The web application can run in any of the following web browsers that run on the specified operating
systems:

 Microsoft Edge (latest publicly available version) on Windows 10

 Internet Explorer 11 on Windows 10, Windows 8.1, or Windows 7
 Google Chrome (latest publicly available version) on Windows 10, Windows 8.1, Windows 8,
Windows 7, or Google Nexus 10 tablet
 Apple Safari (latest publicly available version) on Mac OS X 10.10 (Yosemite), 10.11 (El
Capitan), or 10.12 (Sierra), or Apple iPad

1.16 Network Requirements

Customer Engagement is designed for networks that have a latency of 250–300 milliseconds (ms) or
less. This latency is the latency from a browser client to the Microsoft Azure datacenter that hosts
Customer Engagement.

Bandwidth requirements for Customer Engagement depend on your scenario. Most typical scenarios
require a bandwidth that is more than 50 kilobytes per second (KBps). However, we recommend more
bandwidth for scenarios that have high payload requirements, such as scenarios that involve workspaces
or extensive customization.

In general, Customer Engagement is optimized for the internet. The number of round trips from a
browser client to the Azure datacenter is very small, and the whole payload is compressed

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 Dashboards and Views

1.17 Dashboard Components

Customer Service Hub provides a modern, intuitive, and interactive experience for managing your
operations. For service reps, the interactive dashboards are a one-stop workplace to see what's important
and take actions.

Dashboards pull together key information, so representatives can focus on what’s important to them and
get things done faster. The dashboards are fully configurable, security-role based, and deliver workload
information across multiple streams.

1.17.1 Multi-stream dashboard standard view

In the multi-stream dashboard, you see a row of visual filters at the top with the data streams below
them:

Figure 11: Multi- stream dashboard standard view

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1.17.2 Multi-stream dashboard tile view

Figure 12: Multi- stream dashboard standard view

1.17.3 View

The Dynamics CRM view is a grid with records listed under select column headings. It is a type of
saved query for reporting

Figure 13: View sample

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1.17.4 Customer service matrix dashboard

Figure 14: Customer service matrix dashboard

1.17.5 Forms

The existing ABC customer information and expression of interest form has been recreated and
customized on the CRM environment, this is to enable sync between data that goes into DMAG from
AutoCap and data that gets fed into CRM via the SQL database provided.

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 Reporting

A core function of Microsoft Dynamics 365 is the ability to analyse your data to gain meaningful
insights. The Microsoft Dynamics 365 report wizard is a tool that helps users quickly and easily create
reports with charts, tables and drill-down capabilities.

With the Dynamics 365 report wizard, you can:

 Group and summarize data

 Share with the entire organization
 Add visuals such as charts and tables
 Drill-down into the data
 Run reports from lists and forms of underlying entities

It is anticipated that the system will have a range of reporting capabilities including

Description

Dashboard capabilities that allow users and managers to view key metrics from a single data view. It
will be possible for different users to have different dashboard views and to be able to create custom
dashboards.
Export to Excel capabilities which allow users to make use of Excel’s graphing capabilities.
Provide the ability to create customized reports, including the ability to depict data graphically
Provide security such that the ability to export data to Excel or have access to individual customized
reports can be controlled by user
Identified reports include:
 Number of cases received
 Cases by resolution stage
 Cases by customer care agent
 Cases by type/ categories
 Cases by type and stage

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  Total no of leads
 Total no of customers
 Customers per employer
 Customers by fund type
 Repeated log issues
 Average resolution time
 Weekly report etc.
Table 6: Reporting Capabilities

Some types of reporting that can be viewed;

Sales Force Automation Reports

Figure 15: Reporting format

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Service Management Reports

Figure 16: Reporting format

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 Fig
ure 17: Custom reports

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1.18 Surveys
Microsoft Forms Pro enables surveys and polls to be easily created that can collect customer feedback,
measure satisfaction, and organize events. Forms Pro can be used to create, distribute and analyze
integrated surveys across Dynamics 365, Office 365 and Microsoft Business Apps.
Dynamics 365 includes entitlement to forms pro with capacity for 2000 survey responses per month /
tenant.

Figure 18: Microsoft forms pro

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 Alternate User Interfaces

1.19 Mobile User Interface

To enable the Business Development Executives in the field access to MS Dynamics 365 on the go.
Adequately log prospect details and have them on record actively and in real time for record and follow-
ups.

Figure 19: Mobile interfaces

1.20 Microsoft Office Outlook® User Interface

Track emails and check contact interactions from virtually any device with Outlook. For example, use
the Outlook app to create a new Dynamics 365 contact from an email, track emails to any record type in
Dynamics, look-up relationship information from an email and view contextual records from
emails including recent activities and open opportunities

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 References documents

 Business requirements register

 Approved Project charter
 Approved As-is process flow
 Approved To-be process flow
 Approved scope of work document

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 Document Acceptance

This page represents the attestation of representatives of both ABC Limited and WB Business Tech and
Technology Limited having shared and agreed on a common understanding of the solution, the scope of
work and the requirements for the delivery of the proposed engagement as contained within this scope
of work document. request for Changes to the agreed scope of this engagement will require the initiation
of the WB Business Tech and Technology Limited’s engagement ‘Change Management’ process and
may impact on the overall project cost and schedule.

ABC Limited

Name: ---------------------------------------

Designation: ---------------------------------------

Signature: ---------------------------------------

Date: ---------------------------------------

WB Technologies Ltd

Name: ---------------------------------------

Designation: ---------------------------------------

Signature: ---------------------------------------

Date: ---------------------------------------

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Validity Period

This proposal, the terms of which are incorporated herein by reference, by and between {ABC Limited}.
(“you”, “your”) and WB Business Tech & Technologies Ltd (“WB”, “us”, “we”, “our”) and sets forth
the services to be performed by us related to the above project proposal (“project”). This proposal will
expire 30 days after their publication date, unless it has been extended formally in writing by WB
Business Tech & technologies Ltd.

Disclaimer:

WB is pleased to submit this proposal to you in response to your request for pricing. While this proposal is not meant to constitute a formal offer,
acceptance, or contract, this proposal is furnished with the expectation that we would provide the services specified in the proposal. Since it is in our
mutual business interests to have a common set of terms and conditions that govern our relationship, this proposal is subject to the terms of WB Business
Tech & Technologies Limited Service Agreement. In the event that WB is selected to provide the services contemplated by this proposal, WB will negotiate
in good faith with you to finalize any of the foregoing agreements not already in place, and, as applicable to the specific requirements of this proposal.
Accordingly, WB takes full exception to any and all terms and conditions set forth in the request for Proposal and any attachments thereto. WB’s proposal
is predicated solely and exclusively upon the agreements and information contained in WB’s proposal response, and no other terms and conditions shall
apply except as set forth in the agreements and any applicable modification or amendment negotiated between the parties.

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