Upgrading Dynamics 365
Pre-Engagement Questionnaire
Table of Contents
Objectives ................................................................................................................................................................................................ 2
Business Objectives ............................................................................................................................................................................. 3
Technology and Implementation Considerations ................................................................................................................... 3
Marketing Organization and Processes ...................................................................................................................................... 6
Sales Organization and Processes ................................................................................................................................................. 7
Leads ....................................................................................................................................................................................................... 10
Accounts ................................................................................................................................................................................................ 10
Contacts ................................................................................................................................................................................................. 11
Competitors .......................................................................................................................................................................................... 11
Activities ................................................................................................................................................................................................. 11
Relationships ........................................................................................................................................................................................ 12
Opportunities....................................................................................................................................................................................... 12
Sales Literature .................................................................................................................................................................................... 13
Products ................................................................................................................................................................................................. 13
Quotes .................................................................................................................................................................................................... 14
Orders ..................................................................................................................................................................................................... 14
Invoices .................................................................................................................................................................................................. 14
Customer Service Organization (Contact Center) and Processes ................................................................................... 15
Contracts ............................................................................................................................................................................................... 17
Service Requests ................................................................................................................................................................................. 17
Knowledge Base ................................................................................................................................................................................. 17
Service Scheduling ............................................................................................................................................................................. 18
Analytics ................................................................................................................................................................................................. 19
Home Page Announcements......................................................................................................................................................... 19
Reports ................................................................................................................................................................................................... 19
Organization ........................................................................................................................................................................................ 21
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Upgrading Dynamics 365
Pre-Engagement Questionnaire
Objectives
The objective of this document is to classify potential CRM customers for an upgrade to Microsoft Dynamics 365.
The following questions are meant to determine if the customer qualifies for the delivery of a CRM upgrade engagement and help the
partner to customize the different activities during the engagement according to the customer’s requirements and vision.
These are suggested questions, you are welcome to pick and choose the questions which relevant to them and the customer, according
to previous knowledge the partner might have about the customer’s environment. The questions on the “additional questions” section
are meant to help with more of a manual discovery of a functional assessment.
The key objectives and deliverables for this engagement include:

Gather information which will help plan the overview and envisioning workshop and start the business assessment

Identifying the key factors of the current CRM implementation.

Understanding the main functionalities in place.

Verifying if there is a product or functional roadmap.

Identifying the scope for adding new functionalities / features.

Better understand business processes implementation priorities of the customer

Identify implementation considerations that might influence the upgrade path
Once the questions are answered, the customer may qualify for the delivery of a CRM migration assessment.
1.
Please provide a name, title, and department or organization of the people who plan to be part of the planning engagement.
Please identify any individuals that are required to attend the workshop <Note: If any of the required persons has to cancel
attendance to the workshop, it should be re-scheduled in order to encourage their attendance.>
Name
Title
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Department
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Upgrading Dynamics 365
Pre-Engagement Questionnaire
Business Objectives
Question
Answer
What are your top reasons for addressing these business issues now? (For example:
gain better business insights, improve marketing effectiveness, improve employee
collaboration, get a 360 view of customers, connect disintegrated systems/replace
legacy systems, etc.)
Is there any specific objective (e.g. reduce the cost by X%, increase satisfaction by
Y%) your organization needs to achieve in a certain timeframe?
What is your vision of CRM from a business value perspective?
Do you have any new business initiatives underway now? If yes, please describe.
What are the main functionalities and modules used by your current CRM
implementation?
What are the gaps of the current implementation versus your vision?
What are the challenges and issues of the current CRM Implementation?
Does your organization have a change management process?
Who is the internal sponsor of this activity? Is there a system integrator involved?
What would like know about Microsoft Dynamics 365 current version? Are there
any specific areas or topics that you would like us to cover in an overview workshop
(business issues, technology issues, customer issues, etc.)?
Do you have a roadmap for your CRM system? (Upgrades, additional features,
technical enhancements, and so forth.)
Is there any other information about which the implementation team should be
aware or cautious?
Who is the internal sponsor of this activity? Is there a system integrator involved?
Technology and Implementation Considerations
Question
Answer
How many users does the current CRM application support?
What are the different user profiles available?
What is the current version of CRM deployed in your enterprise? What is the
current rollup installed for CRM in all environments?
What technologies support the customer’s environment? (Database, operating
system, web server, and so forth.
Describe the architecture that supports your existing CRM system.
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Question
Answer
Are there designated individuals or groups for managing/owning the Dynamics 365
deployment?
What are the different clients being used by the end users and their versions
(Browser/Outlook/CCA/Mobile ….)?
What version of Office is being used by the users?
Do you apply Microsoft Dynamics 365 update rollups on your environments
(Server, Client, Email Router, Report Server….)?
Is there any custom development done as part of the implementation (Plugins,
Custom Workflow activities, Custom Applications, Custom Applications and Client
scripts)?
Are all CRM customizations documented?
Do you adhere to SDK standards when developing CRM customizations?
Describe the architecture that supports your environment.
What technologies support your environment and any of them is / need to be
integrated with CRM? (SharePoint, BI, Database, operating system, web server, and
so forth.)
Do you have any ISV/3rd party solutions implemented?
Do you have a roadmap for your CRM system? (Upgrades, additional features,
technical enhancements, and so forth.)
Does your IT organization utilize and adhere to an established operations
framework such as Microsoft Operations Framework (MOF) or Information
Technology Infrastructure Library (ITIL)?
Do you have a Premier Contract covering your CRM implementation?
What are the major business drivers for customer X behind the shift to move
online?
What kind of data is used in your implementation? Are there any legal
constraints/laws to have this data in the cloud?
Do you currently have applications in the cloud?
Are you currently using mobility scenarios?
How many CRM environments are present?
How many CRM instances/organizations are present?
Does the current environment have high availability (separate datacenter)?
Are any CRM timeouts and/or parameters changes in the CRM database or
registry?
Describe the ALM solution.
What is the size of your CRM solution files?
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Pre-Engagement Questionnaire
Question
Answer
How are users currently authenticated to CRM?
Is your current implementation internet facing? ADFS? Version?
Are there specific security solutions or firewall rules/settings in place?
Are there certain areas in the application where there is heavy use of plugins or
workflows?
Are there any known issues with using sandbox compatibility mode for plugins and
custom workflows?
Are secure configs used in plugins?
Describe SSRS reports, are there any known reports which will not work with
Fetchxml?
Are any changes made in the CRM web.config file?
Are you using third party ISV solutions? Do they support Dynamics 365 in the
cloud?
Describe all custom DB components (stored procedures, custom databases, SQL
agent jobs, …).
Describe the current backup procedure?
What strategy is used for big data (DWH/BI)?
What is the size of the current CRM database? What data is taking up the most
space?
Are any custom SQL Indexes created?
Describe all current integrations.
Are there any known constraints/issues with connecting these to CRM Online?
What is the volume of these integrations?
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Pre-Engagement Questionnaire
Additional Questions
Use this section according to your familiarity with the customer and their current implementation. If you are familiar with their current
implementation of CRM, make sure the customer answers the first two questions of each of the sections below to help you collect
information about what motivates them to use CRM for each of the processes and what gaps they experience using the current solution
for each of their processes or requirements.
Marketing Organization and Processes
Question
Answer
What motivated your organization to use Microsoft Dynamics 365 for marketing
organization and processes?
Are you currently using Microsoft Dynamics 365 to manage most of your marketing
processes in your organization?
What barriers to adoption have your organization experienced with your current
CRM implementation?
Define the marketing organization, including hierarchy, geography, experience, etc.
Define the marketing team. Who are the members of the team?
Describe how the marketing team operates (e.g. day in the life)?
How do you advertise? (E.g. radio, billboards, Internet, direct mail, etc.)
Do you purchase marketing lists?
How do you go to market? (I.e. direct mail, e-mail or fax blasts, events, Web request
forms, etc.)
Do you currently use an e-mail marketing software application?
Do you currently use a mail house for distribution of direct mailings?
Do you plan and manage events?
How does marketing support lead generation? Are there marketing campaigns?
Do you get Internet-based leads?
Do you market to your existing customer base? Do you contact them for recurring
business?
How do you plan and budget your marketing campaigns?
How do you track marketing costs, activities and schedules for each campaign?
Do you have the capability to define/refine/mix lists of prospects/accounts/contact
for different campaigns?
Do you have a record of campaign responses from customers and/or prospects?
Do you track promotion codes?
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Question
Answer
How do you measure campaign performance? Do you compare results against
former campaigns?
How are prospect and buyer profiles maintained? What are the primary market
trends and preferences that are analysed within prospect and buyer profiles?
Do you have a customer referral program?
Do you manage Sales Literature and Collateral?
Do you currently market on the Internet using Microsoft Windows Live® Search,
Google Search, eBay, etc.? What do you do with leads that are generated this way?
What types of reports are used in relation to marketing automation?
Sales Organization and Processes
Question
Answer
What motivated your organization to use Microsoft Dynamics 365 for sales
processes and activities?
Are you currently using Microsoft Dynamics 365 to manage most of your sales
processes?
Define the sales organization, including hierarchy, geography, etc.
Define the sales team. Who are the members of the team?
Describe how the sales team sells products and services (e.g. day in the life)?
How are your territories defined? How often do they change?
How does your sales team collaborate today? (E.g. across divisions, departments,
product lines, etc.?
How does the sales force generate new leads? (E.g. cold calling, from marketing
team, Website, research, etc.)
How does a customer or prospect contact you to get information?
How do you define a “lead”?
How do you track and record leads?
What items do you need to obtain about the lead during the sales process?
What steps are taken to turn a lead into a customer? What types of activities?
How are sales tracked to lead source?
Are the steps and outcomes in the sales process recorded somewhere as a record
for others to see?
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Pre-Engagement Questionnaire
Question
Answer
Who talks to potential customers?
When does information get shared so that other areas know that there is a
potential customer?
How do you define a “customer”?
How long does it take before a new lead becomes a customer?
What type of data is collected about new or existing customers?
Do your salespeople follow scripts or other set dialogues based on certain
responses?
Where is data stored and who is responsible for ensuring that the data is collected?
Does anyone review the data? Are there specific reasons for various pieces of data
that are collected?
Do you need to gather specialized information about the lead or customer in order
to complete a sale?
Do you provide quotes to customers? If so, is there often a revision process? How
does a quote become an order or an invoice?
Who prepares quotes?
Who prepares orders?
How do orders get from the Sales department to the fulfilment part of the
business? How do orders move through to Accounting for invoicing?
Are your customers repeat customers? Why or why not?
Is cross-selling within your current customer base a priority?
What are your sales channels (i.e. direct by reps, through distributors or
manufacturer’s reps, project based)?
Is the sales process different for existing customers than for potential customers?
Do you have multiple sales cycles dependent on product, revenue or some other
factor?
What are the steps in your sales cycle(s)?
Do sales and marketing personnel have visibility into the process once an order is
placed?
How do you forecast sales?
How are sales documents maintained (e.g. contracts, addendums, worksheets,
change orders, etc.)?
Describe your biggest bottleneck(s) in the sales process.
What things need to change to make sales more effective? What things need to
stay the same?
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Pre-Engagement Questionnaire
Question
Answer
Can a customer place an order without involvement from a salesperson? How does
this occur?
What criteria determine who is and who isn’t a customer?
Do you differentiate your customers by certain attributes (e.g. revenue, # of
employees, type of customer)?
Do you classify customers into tiers?
Do you have goals at the salesperson, team, product, or business unit level?
How are those goals defined (revenue, units sold, etc.)?
What types of reports are used in relation to sales?
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Pre-Engagement Questionnaire
Leads
Question
Answer
Do you have a method of tracking potential business before concluding that
there is a possibility of creating a business relationship with either individuals or
accounts?
How are leads currently generated?
How are leads qualified? And by whom?
How are leads distributed?
Do you think tracking leads is useful?
What characteristics might you want to capture about leads?
Can potential customers submit Web-based inquiries to create leads?
What marketing sources do you use to attract leads?
What marketing literature do you use to attract leads?
Do you have a database of existing lead data?
Do you track the success rate of converting leads into opportunities/customers?
Do you have a method for organizing/classifying leads within your organization?
Will you be transferring this lead data to Microsoft Dynamics 365?
Accounts
Question
Answer
Do you track information about accounts (companies)? If so, what characteristics
are important?
Where is the information about accounts currently kept?
Do you categorize accounts and/or use account types?
Do you track accounts by territory?
What characteristics for accounts would you like to capture?
What methods of communication do you use to keep in touch with your
accounts?
Do you have a database of existing account data?
Will you be transferring this account data to Microsoft Dynamics 365?
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Pre-Engagement Questionnaire
Contacts
Question
Answer
Do you do business with individuals, with companies or with both?
Do you currently track contacts? What characteristics are important (i.e. first
names, last name, address, e-mail address)?
What characteristics would you like to capture for contacts? Do you track any
demographic information (i.e. gender, education, or details like spouse’s and
children’s names)?
What methods of communication do you use to keep in touch with your
contacts?
Where are you tracking contacts, if you currently capture them (list all sources)?
Will you be transferring this contact information to Microsoft Dynamics 365?
Competitors
Question
Answer
Do you currently track competitors? If not, do you want to?
What information do you currently track? Are there characteristics you want to
capture?
If you track them, where do you store this data?
Do you have sales literature (either your competitors’ or information you’ve
created) that helps address customer concerns during the sales process?
Do you associate competitors with products of yours to understand how they
compete?
Who maintains competitive information?
Activities
Question
Answer
Do you keep track of the activities, interactions or events that people participate
in that generate new business or sales?
What types of activities or interactions do your sales, marketing and service users
participate in to generate business?
Are your users standardized on Microsoft Office Outlook®? If so, to what extent is
it used?
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Pre-Engagement Questionnaire
Relationships
Question
Answer
Do you need to maintain relationships between your accounts (companies)?
Do you need to maintain relationships between your contacts (individuals)?
Do you need to maintain relationships between your accounts and contacts
(beyond a parent/child relationship)?
Do you need to maintain relationships between accounts and opportunities
(beyond a parent/child relationship)?
Do you need to maintain relationships between contacts and opportunities
(beyond a parent/child relationship)?
Do you have long-term relationships that change their association to Accounts or
other Contacts?
Opportunities
Question
Answer
What is your definition of an opportunity?
Do you have a method for tracking potential opportunities that you are working
on with your customers (new or existing)?
Do you have sales stages or a methodology that your sales team follows?
Could you benefit from selecting values (for the potential sale) and probabilities
for each opportunity?
Do you schedule activities around these potential opportunities?
Are there some specific characteristics that you may want to capture for
opportunities?
Can you forecast closure dates for your opportunities so that you can get an
accurate picture of what type of business may be occurring in a specific time
frame?
Can you forecast revenue and probability of closure so that you can get an
accurate forecast?
Where are you tracking opportunities, if you currently capture them?
Do you work with other partners or vendors when working on an opportunity?
Will you be transferring this opportunity information to Microsoft Dynamics 365?
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Pre-Engagement Questionnaire
Sales Literature
Question
Answer
Do you have sales literature (for example, brochures, pictures, or any type of
marketing materials) that you send out to customers?
Where do you store this literature? Is it electronic? Does a third-party vendor
print it for you?
Can it be incorporated into Microsoft Dynamics 365?
Do you want to develop literature that you can send out to prospects in either
electronic or paper form?
Do you use Microsoft Office SharePoint® Server or another document/contentmanagement system?
Should someone be in charge of this, or can anybody add new literature?
Products
Question
Answer
What products or services do you sell?
Are your products grouped?
What price lists do you maintain for pricing your products?
For each price list, what are the products and prices within?
For each product on the price list, is a volume discount associated?
Do you have units of measure (units) defined?
Do you track serial numbers for the products sold?
What type of warranties do you provide for products?
Do you track warranty start and end dates?
Do you track owner asset tag numbers?
Do you link service requests to products?
Do you manage product kits?
What system(s) are your products currently maintained in?
Will you be transferring this product information to Microsoft Dynamics 365?
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Pre-Engagement Questionnaire
Quotes
Question
Answer
Do you use quotes currently?
Do you have a need for quotes?
Will salespeople be able to enter quotes in the Microsoft Dynamics 365 system?
Will you interface quotes to another system either electronically or manually?
Are there characteristics within a quote that you need to capture?
Is a quote template of use to you? Who will be responsible for templates?
Orders
Question
Answer
Do you use orders currently?
Do you have a need for orders?
Will salespeople be able to enter orders in the Microsoft Dynamics 365 system?
Will you interface orders to another system either electronically or manually?
Are there characteristics within an order that you need to capture?
What processes need to take place before an order is ready to be finalized and
inventory can be selected? Are there controls on the Sales side? What controls are
imposed by either the nature of the product or our organization?
Does your organization process order returns?
Invoices
Question
Answer
Do you use invoices currently?
Will salespeople be able to enter invoices in the Microsoft Dynamics 365 system?
Will you interface invoices to another system either electronically or manually?
Are there characteristics within an invoice that you need to capture?
Do you use a Microsoft Dynamics system with customizations to invoices today?
If so, is it important for salespeople to see them in the Microsoft Dynamics 365
application?
If you do not have a Microsoft Dynamics system, do you want to enter invoices in
Microsoft Dynamics 365?
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Question
Answer
Do you invoice (or quote) in foreign currencies? If so how do you manage
exchange rates?
Customer Service Organization (Contact Center) and Processes
Question
Answer
Define the customer service organization, including purpose, functions, etc.
Define the customer service team. Who are the members and how is it structured
(i.e. tiers, specialties)?
Describe how the customer service team supports your customers and the sales
force (e.g. day in the life).
What are your service offerings?
How do you define a “service request”?
Do you have different originators for a service request? (e.g. customer, account
manager, sales representative, third–party vendor, etc.)
Do customers have contracts or entitlements?
How are service requests originated? (e.g. Internet, telephone, e-mail, etc.?)
How are Service Representatives assigned to service requests? How are resources
assigned or scheduled?
How are Service Representatives notified of new service requests?
What are the key elements of a service request? (e.g. status, area, description,
etc.?)
What happens to resolutions from prior service requests? Is a knowledge base in
existence?
What steps are taken to close a service request? How is this recorded?
Can anyone outside Customer Service view activity between a customer and a
Customer Service Representative (CSR)?
Do CSRs handle all service requests? Is there another department that can handle
service requests?
What are your service request escalation procedures?
What information does a CSR need from a customer to solve the customer’s
problem?
How does a CSR communicate with a customer? Does this depend on the initial
contact from the customer?
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Pre-Engagement Questionnaire
Question
Answer
Do CSRs create quotes, orders or invoices for customers?
How do orders get from the Customer Service department to the fulfilment part
of the business? How do orders move through to Accounting for invoicing?
Can CSRs view all activity that has taken place between a customer and other
departments, such as Sales or Marketing?
Who is entitled to support? How is this recorded?
Do you require service scheduling?
Are there different tiers of customer support personnel?
Are there any escalation procedures in place?
Do your CSRs rely on information stored in another system?
Do you bill customers by time spent or number of incidents reported?
Do you track the amount of time spent on a customer service case?
What metrics do you need to track about service calls? (e.g. time to resolution,
average length of phone call, etc.)
What types of reports are used in relation to Customer Service?
Do CSRs follow scripts or guided dialogues based on certain responses?
What processes are in place to drive consistent service to customers across all
business units?
How many applications does a CSR need to use to serve a customer (minimum,
average, maximum)?
Is there Computer Telephony Integration CTI) in place to handle something like a
screen pop-up?
Is there a report to show how much time an agent spends with a customer?
Is there a report to show the details for agent activity while interacting with
customers?
What is the current Average Handling Time (AHT) and (First Contact Resolution
(FCR)?
How often does an agent need to transfer calls to Tier 2 support or a specialist?
What is the percentage of transfer rate?
How does a CSR handle the navigation of the application to serve customers?
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Pre-Engagement Questionnaire
Contracts
Question
Answer
Do you track service contracts or entitlements? Electronically?
Will you want to have contracts in Microsoft Dynamics 365 going forward?
What are your current contracts and respective data about that contract?
What types of contracts do you use when providing customer service (e.g. # of
incidents, time worked)
Are products associated with contracts?
Are contacts associated with contracts?
What contract types do you track?
Do you have different levels of service contracts?
How do you manage your service calendars?
Service Requests
Question
Answer
Do you have a service organization that fields calls or e-mails relating to product
questions, defects, and other customer service issues?
Do you have a call center that handles both customer service and sales calls?
Do you receive service requests by phone, Web request or e-mail?
In what ways do you assign and categorize your service calls? For example, do
you categorize by subject, stage, priority, or service level?
How do you assign calls to Customer Service Representatives (CSRs)?
Knowledge Base
Question
Answer
Do you have a knowledge base?
How is your knowledge base organized? Do your answers have sections? If so,
what are they?
Do you categorize your knowledge base? (Microsoft Dynamics 365 requires
answers to be categorized into subjects.)
Is there a process in place to approve articles before they are published in the
knowledge base?
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Question
Answer
Is your current knowledge base exposed externally to customers? If not, would
you it like to be?
Are there different versions of knowledge base articles based on internal or
external use?
Who can write knowledge base articles?
Who can approve knowledge base articles?
Do you have a record of frequently asked questions? Do you make this
information available to customers?
Service Scheduling
Question
Answer
Do you require service scheduling in Microsoft Dynamics 365?
Do you maintain facilities and equipment that may be allocated to a service
schedule?
Do you service your customers from multiple sites?
Do you maintain records of resources and their associated skill sets?
Who schedules service activities?
How are resources scheduled and dispatched for work (by ZIP code, by customer,
etc.)?
Are resources assigned directly to certain customers or can any resource service
any customer or group of customers?
What shared resources are used in performing the services of your company?
Does the equipment limit your ability to schedule service?
What types of services do you offer your customers?
Is travel time included in any scheduled activity?
What is the work capacity per user? How many things can they be scheduled for
at one time?
Do you have rotating or non-standard work schedules?
Do you schedule services on holidays or weekends?
How are resources managed once they are dispatched in the field (e.g. check-In
phone calls)?
Outside of personnel, are there other resources that you would like to be able to
manage/schedule for your service offerings?
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Question
Answer
How do you currently manage calendars for personnel and other resources?
Does the team work in shifts?
Can services be scheduled on holidays, weekends, evenings, or other days when
the business is closed?
Are there any procedures or documentation that the customer must complete to
close out a service request?
Are there any procedures a Customer Service Representative must complete
before they start work?
Analytics
Question
Answer
Do you have tools and data to identify trends and/or performance for different
campaigns, services, opportunities, products, etc.? How do you implement them?
Do you have a 360-degree “Customer View” in order to understand customer
behaviour, frequent contact channels and product consumption?
How do you analyse customer demographics and operational data in order to
generate “Customer Insight”?
Home Page Announcements
Question
Answer
Do you need to broadcast messages to Customer Relationship Management
(CRM) users?
Who should maintain messages?
Reports
Question
Answer
What types of information are important to capture in reports?
Do you need sample reports, either for service or sales?
What type of metrics do you intend to capture for internal reporting?
Will you be doing any external reporting?
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Question
Answer
What are your current reporting standards (e.g., Microsoft Office Excel®, Microsoft
Office Word, Microsoft SQL Server® Reporting Services, etc.)?
What is your Online Analytical Processing (OLAP) standard (i.e. Cognos,
Ephiphany, Microsoft SQL Server Analysis Services, etc.)?
Do your users have the ability to create their own user-defined reports? How do
you manage this functionality?
Are there frequently-updated graphs or charts that should be viewed by CRM
users?
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Organization
Question
Answer
Is there an organization chart available?
Have you thought about visibility rules? For example, should a CSR see all service
requests within the company, within his/her department, or only his/her own?
Who are the employees/users within your company? How many will be set up on
the system?
Do your employees/users currently use Microsoft Office Outlook to manage their
daily workload and contacts?
Do you use different currencies for different organization-related transactions
(e.g. opportunities, quotes, orders or invoices)?
Do you have groups of users with different and/or specific language settings (i.e.
international audiences)?
Add any business-process or architectural diagrams, special requirements or other useful
information here.
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