Proposalivery Guide Addendum for

Customer Care

Prepared for
[Customer Name]

Project
[Project Name]

Prepared by
[Document Author]

Contributors
[Document contributors]

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Table of Contents
TABLE OF CONTENTS.................................................................................................................................................. 2
1 INTRODUCTION..................................................................................................................................................... 3
1.1 Purpose...................................................................................................................................................... 3
1.2 Audience.................................................................................................................................................... 4
1.3 How to Use This Guide............................................................................................................................. 4
2 SOLUTION DESCRIPTION..................................................................................................................................... 4
2.1 Vision.......................................................................................................................................................... 4
2.2 Business Drivers....................................................................................................................................... 4
2.3 Engagement Process Flow....................................................................................................................... 5
3 ASSUMPTIONS...................................................................................................................................................... 5
4 CONSULTANT EXPERIENCE REQUIREMENTS................................................................................................... 5
5 CUSTOMER CARE SOLUTION SCOPE................................................................................................................ 7
6 SOLUTION ARCHITECTURE............................................................................................................................... 10
7 LOGICAL/APPLICATION ARCHITECTURE........................................................................................................ 10
8 DEPLOYMENT ARCHITECTURE......................................................................................................................... 10
8.1 Development Environment..................................................................................................................... 11
8.2 Test Environment..................................................................................................................................... 11
8.3 Production Environment......................................................................................................................... 11
9 PROJECT SCOPE................................................................................................................................................ 12
9.1 Areas Within Scope................................................................................................................................. 12
9.2 Areas Out of Scope................................................................................................................................. 12
9.3 Project Preparation Plans....................................................................................................................... 12
9.4 Data Migration.......................................................................................................................................... 13
9.5 Release Plans.......................................................................................................................................... 13
9.6 Pre-Engagement...................................................................................................................................... 13
9.7 Post-Engagement.................................................................................................................................... 13
10 HARDWARE PLANNING.................................................................................................................................. 14
11 REFERENCES.................................................................................................................................................. 14

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1 Introduction

1.1 Purpose

The Customer care solution leverages Microsoft expertise, tools and guidance to assist Microsoft and partners
engaging and delivering integrated customer acre projects. The solution reduces project risks, costs, and
implementation time with harvested guidance, tools, and templates from successful Customer Care projects engaged
by Microsoft.

The following key activities performed as part of this solution should produce the deliverables listed below:
Note: Please be mindful that a business go/no-go decision can be made on whether to proceed with the next phase or
to defer until any critical issues are resolved.

Development Deployment Operation

Development & Stabilization
 Kickoff Presentation
 Finalize Project & Resource planning with change requests incorporated if any
 Finalize Functional Specification Document
 Low-level Technical Design complete
 Finalize Risk Assessment Document
 Finalize Solution Architecture Design Document
 Detailed Work Breakdown Structure Document with change requests incorporated
 Implement Change Control management
 Finalize Integration Interfaces and Data Migration Designs
 Development of User Acceptance Testing (UAT) and Performance Test Scripts
 Quality Review of the deliverables
 Finalize/Setup Environment plans for Development/ Performance Testing
 Finalize Data migration design plans
 Unit/Functional/Integration/Data Migration Test Cases evaluation matrix
 Release Builds by Phases
 Release Notes/Deployment Guides
Deployment
 Build Development/Test Environments at the Client location for User-Acceptance and Performance testing
 Data Migration (configuration export and import between Microsoft Dynamics CRM environments) for UAT
 Execute Performance and UAT scripts
 Conduct Functional and Integration testing
 Conduct Training and Additional documents (Train the Trainer/ End-User Program)
 Conduct Go-Live Assessment
 Conduct Data Migration plans to Production System
 Create Disaster recovery plans
 Change control management

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Operations
 Provide Post Go-Live Support
 Handover to Solution Support
 Conduct ongoing quality and testing strategies
 Conduct Performance Testing/Turning optimizations
 Review deliverables against SOW and agreed changes

1.2 Audience
After the Customer Care project has been designed and planned (as part of the Decision Accelerator), the
Implementation for Customer Care team takes the lead. Headed by the customer’s CIO and senior technical decision
makers, the team includes architects, developers, and Project Managers from the customer, partners, and Microsoft,
implementing the business solution using the guidance and expertise gained through previous Microsoft Customer
Care engagements.

1.3 How to Use This Guide

This document assists consultants to ensure they have an understanding of all deliverables required with this solution,
as well as defining a baseline set of skills necessary to successfully implement this solution. A team may be used for
delivery to provide all necessary skills. However, all staffing alternatives must be discussed with the Engagement
Manager (EM) to ensure that the pricing associated with this solution remains relevant with one or more consultants.
Additionally, the project plan will need to reflect the usage of any resources.

2 Solution Description
Describe the long-term vision of the company, the project vision and project definition, business objectives, technology
objectives and project objectives. Project objectives are tied directly to business and technology objectives. A table
can be used to show the relationship between the business/technology and project objectives.

2.1 Vision

The Customer Care (CC) solution was developed to provide a structured method for helping customers realize a
world-class customer interaction experience. They often need assistance prioritizing the order in which their business
requirements should be addressed and which technical solution must precede others.

The solution provides guidance, templates and tools for sales, envisioning, planning, and delivery, enabling project
success with reduced risks, times, and resources during the engagement. The solution helps customers overcome
Customer Care challenges such as increasing agent productivity, improving the customer experience, and driving
customer loyalty.

The solution is planned as two main components: (1) Decision Accelerator for Customer Care Solution—Provides
guidance for Vision Fit Analysis, Architecture Assessment, Value and Benefit Assessment, Proof of Concept, and
Envisioning & Planning; (2) Implementation for Customer Care Solution—Lays out the solution development,
project management, and implementation methodology.

2.2 Business Drivers

 Combine business imperatives with IT imperatives

 Minimize IT complexity and costs
 Lower TCO higher ROI

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 Leverage existing IT Assets and interoperability

 Design and track key KPIs
 Improve application and communication channel (e.g. CTI) integrations
 High user adoption

2.3 Engagement Process Flow

Microsoft Consulting Services (MCS) experience in these engagements is passed on through the solution’s guidance,
tools and templates that enable reducing the time, effort, resources, and risks inherent to these kinds of projects.

3 Assumptions
 The consultants must attend the Kickoff Meeting to review pre-engagement assessments/questionnaires
and discuss responses from the customer.
 The consultants engaged should meet or exceed the experience and knowledge requirements provided in
the following section.
 The consultants will provide feedback to the service-kit team to improve the overall quality of this material
after an engagement has taken place. Guidance for logging bugs, change requests, or traceable feedback
is located in the Engagement Guide.

4 Consultant Experience Requirements

To successfully complete this engagement in the allotted timeframe, there are several skills the delivery consultant
must have knowledge of:
1. MSF Process and Team Models
2. Programming skill with C# and familiarity with Microsoft® Visual Studio®
3. Microsoft Dynamics™
4. Customer Care Accelerator for Microsoft Dynamics CRM (CCA)
5. Microsoft BizTalk® Server (Recommended)
6. Microsoft SQL Server® 2005/2008
7. Microsoft Windows Server®
2. Depending on the fitment of the technologies in the proposed solution, the following roles would be
recommended to perform the Analysis phase of the Solution.

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Role Description
Functional Consultant –CRM The Functional Consultant will
provide deep domain knowledge
of the customer business
processes and requirements and
provide guidance on best
practices within that sector,
especially during the analysis
and design phase.
Solution Architect The Solution Architect is the
primary resource for determining
the approach to be utilized in an
implementation. The Solution
Architect would have good
working knowledge of Microsoft
Dynamics CRM, Customer Care
Accelerator (CCA), SharePoint®
Server, SQL Server, and Office
Communications Server (OCS).
The Solution Architect should
possess a thorough
understanding of the product
from both a functional and
technical perspective.
Project Manager Responsible for preparing the
Project Schedules with the
Resources.
Integration Consultant Integration Consultant primarily
understands the requirements of
the current LOB applications in
the Enterprise and the various
integration points exposed by
them.
Technical Consultant (CRM) Good understanding of CRM
Technical capabilities.
Responsibilities
Define the fitment of Dynamics
CRM modules to the Customer
business processes and help the
Project Manager in defining the
Master Development Schedule.
Helps Solution Architect in
architecting the Enterprise
Requirements with the necessary
fitment of technologies.
Refine the roadmap and release
plans. Clearly define the scope of
the solution by creating
integration plans and data
migration plans. Ensure the
delivery of Microsoft Dynamics
CRM suits the Enterprise
requirements.
Responsible for Infrastructure
plans.
Prepare Master Development
Schedules and Work Break
Down structures for each of the
Products involved in the Solution
Architecture.
Roll up the Work Breakdown
Structures (WBSs) into the
Master Development Schedule
(MDS) to track the progress of
the entire engagement.
Assess the integration needs of
the Enterprise and help the
Functional Consultant and
Solution Architect in coming out
with the Application Integration
and Data-level integrations and
the risks involved in the same.
Responsible for Development,
Stabilize, and Deployment
activities, and Post Go-Live
support.
Helps Functional Consultant in
feasibility analysis.
Helps Project Manager in
scheduling the tasks related to
the CRM.
Responsible for Development,
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Role Description Responsibilities

Stabilize, and Deployment

activities, and Post Go-Live
support.

Technical Consultant (CCA) Possess good understanding of Helps Functional Consultant in

CCA and OCS technical feasibility analysis.
capabilities.
Helps Project Manager in
scheduling the tasks related to
the CCA and OCS.

Responsible for Development,

Stabilize, and Deployment
activities, and Post Go-Live
support.

Technical Consultant (SQL) Possess good understanding of Helps Functional Consultant in

SQL technical capabilities. Most
importantly, SQL Integration
Services.
feasibility analysis.
Helps Project Manager in
scheduling the tasks related to
the SQL Server.

Responsible for Development,

Stabilize, and Deployment
activities, and Post Go-Live
support.

Technical Consultant (SharePoint Possess good understanding of Helps Functional Consultant in

) Microsoft Office SharePoint feasibility analysis.
Server technical capabilities.
Helps Project Manager in
scheduling the tasks related to
the SharePoint Server.

Responsible for Development,

Stabilize, and Deployment
activities, and Post Go-Live
support.

5 Customer Care Solution Scope

The scope of the Implementation can vary depending on the specific requirements and demands of the customer.
Guidance may not be the solution your customer wants, but it is a general overview of a typical Customer Care
project.

The general scope of a project may include the following:

 Implementation of a new navigation tool to facilitate the agent verification process and customer account
navigation.
 Provide “Information at Your Fingertips” capabilities that will present data from line-of-business (LOB)
systems.
 Develop a framework to allow the agent to share context in call transfers.
 Log agent activities to facilitate ongoing reporting and analysis.
 Provide configurable workflows to support the ongoing process optimizations in hotline and customer
support.
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 Replace existing client with a CCA User Interface Integration (UII).

In addition to these items, the requirements outlined in the table below may be implemented.

Area Description of Requirements Areas to be Implemented

User Interface Agent Desktop user interface specific requirements, such as SDI format,
MDI format, Ribbon Interface, and so on.

The following are the names and types of applications hosted in the new
Line of Business User Interface of the Agent Desktop client as defined in the Functional
Applications for Specifications.
Integration
 Hosted Web Applications
 Hosted Windows Applications
 Custom Applications
 Remote Applications hosted in Citrix

Implementation may provide the ability to search by types, for example:

Search
 Search user Interface
 Customer Number
 Order Number/ Name
The following applications or services are used to search customer:

 <Application Name>
 <Service Name>

Session Meet requirements (as defined in the requirements document) for managing
Management and sessions, storing information in context about the most recent phone call
Context Sharing and allowing Users/Customer Service Representatives (CSRs) to switch
Requirements between sessions as required.

Single Sign on Provide application log on, authentication, and single sign on. Customer
(SSO) Requirement service representatives will log on to the application using their corporate
user ID and password. The application will authenticate the information
before providing access to the system. Authorization will be maintained by
the individual applications. Single sign on capabilities will be provided
through the use of the CCA and Enterprise Single Sign On solution to
integrate with existing customer security solutions.

 Application name which requires SSO and how sign on happens

Workflows and Within this project, the following workflows will be implemented:
Automations
 <<Define the automations as specified in high level design
document>>

The following communication channels are integrated with the Agent

Integration with Desktop machine with the functionality specified.
Communication
Channels  Computer Telephony Integration (CTI) - <Provider> is CTI provider.
CTI integration supports following features:
o Answer Inbound Call
o Dial Outbound Call

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Area Description of Requirements Areas to be Implemented

o Read Data from IVR

o Call Hold
o Call Transfer
o Call Hang Up
o Call Conference
o Set Agent Status to “Away” or “Online/Available” or “Out for
Lunch” or “Break Time” etc.
 E-mail Integration - <Provider> is Email provider. Email integration
supports following features.
o Inbound E-Mail
o Outbound E-Mail
 Chat Integration - <Provider> is Chat provider. Chat integration
supports following features.
o Inbound Chat
o Outbound Chat

The CRM Logging Plan logging and reporting requirements. Development and implementation
and Reporting of that plan can be handled through the change-management process or as
part of a separate contract.

Customer Develop User Interface Design Specification based on customer

Composite View requirements for the composite interface that will provide a unified view of
customer information. Development and implementation of the design can
be handled through the change-management process or as part of the
implementation.

Localization Agent Desktop client will support following language (as specified in SOW):
Requirement
 English

Deployment and Deploying the server-based platform into the following customer data-center
Capacity locations:

 <<Show the deployment topology and test plans>>

The platform will include application fault tolerance and disaster recovery
(as designed, developed, and implemented by customer IT operations).
Your IT operations personnel will have primary responsibility for
deployment. We will provide recommendations for the capacity plan in the
architecture documentation we provide.

6 Solution Architecture
[THIS SECTION SHOULD CONTAIN THE PROPOSED SOLUTION ARCHITECTURE INVOLVING ALL OF THE
ABOVE STATED TECHNOLOGIES FROM THE END-USER PERSPECTIVE. THE SOLUTION ARCHITECTURE
ILLUSTRATES AT A HIGH LEVEL THE VARIOUS CORE COMPONENTS OF THE SYSTEM AND THE
INTERACTIONS BY VARIOUS USERS IDENTIFIED IN THE SYSTEM. REFER TO THE DESIGN DOCUMENT.]

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7 Logical/Application Architecture
[THIS SECTION SHOULD CONTAIN THE PROPOSED APPLICATION ARCHITECTURE THAT EXPLAINS THE
PARTICIPATING TECHNOLOGIES/BUILDING BLOCKS THAT MAKES THE SOLUTION ARCHITECTURE
POSSIBLE. THIS INCLUDES THE VARIOUS COMPONENTS OF THE SYSTEM AND INTERACTIONS WITHIN AND
ACROSS THE MODULES. THE SOLUTION ARCHITECTURE MIGHT ALSO TALK ABOUT INTEGRATION
ARCHITECTURE THAT EXPLAINS THE CLEAR INTEGRATION POINTS BETWEEN THE PROPOSED SYSTEM
AND THE CURRENTLY EXISTING LINE OF BUSINESS APPLICATIONS. REFER TO THE DESIGN DOCUMENT.]

8 Deployment Architecture
As with any enterprise software delivery, the production and maintenance of the proposed solution will follow an
ordered flow. The release of new services or the update of existing ones will go through predefined development-test-
deployment processes.

These processes require the existence of a multi-stage environment where the development of the solution can
happen in an orderly fashion. Three environments will be required for the development and deployment of the
proposed solution.

The three-stage environment helps achieve highly available, scalable, and reliable production with no single point of
failure for CRM/CCA and high capacity to address Enterprise requirements, and separate staging, testing, and
development environments. Sample physical design of the solution for all environments is presented as follows:

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8.1 Development Environment

This is the environment that will be primarily used by the development team during the production of one or more
solution services or modules and their associated work products. This environment will also be used for unit and
integration testing.

8.2 Test Environment

This is the environment that will be used by the test team and the user experience team to perform system and
usability testing to the solution releases prior to their deployment to the production environment. The test environment
will be based on a simplified architecture.

<< Make sure the Test Environment at the Customer location matches the Production system configuration
for drawing the accurate test plans before going live.>>

8.3 Production Environment

This is the environment that will be primarily used to host the latest production release of the Solution components.
Also, the proposed solution is designed to scale at all layers. The architecture is highly modular, allowing components
to be organized into separate logical entities that can be added and extended when and where needed. Load-
balancing and clustering capability allows components to scale easily and cost-effectively, while providing high
availability and fault-tolerant performance. By separating processing functions into multiple logical and physical tiers,
resources can be assigned and configured based on operational requirements with fine-grained precision.

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9 Project Scope
9.1 Areas Within Scope

[CLEARLY IDENTIFY AND WRITE THE DESIGN COMPONENTS THAT ARE CONSIDERED IN-SCOPE.]
For example, the following table shows the fitment/Gap of the requirement.

Requirement Id Requirement Scope Fitment/GAP Customization for

GAPS

9.2 Areas Out of Scope

[CLEARLY IDENTIFY AND WRITE THE DESIGN COMPONENTS THAT ARE CONSIDERED OUT-OF-SCOPE.]

Requirement Id Requirement Scope Reason for Deferral/ Out of Scope

9.3 Project Preparation Plans

As the complexity of the Solution Architecture increases with more than one technology in place and the
resources accordingly, the overhead of maintaining a single project plan with all respective teams in place
can become increasingly complex.

Hence it is suggested to maintain a WBS for each member of the Technology team that is part of the Solution
Architecture and have it rolled up to a Master Development Schedule (MDS) that gives an overall vision of
the Project management. The following diagram explains briefly the idea behind this.

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The above diagram states that the stakeholders responsible for technology-specific deliverables restrict
themselves to the lifecycle of the respective WBS while the Project Manager and Client Stakeholders lean on
to the Master Development Schedule to track the progress.

Any change in the WBS of any technical stream would propagate to the MDS and provide notifications to
each stakeholder.

9.4 Data Migration

[IDENTIFY THE SYSTEMS, FROM THE REQUIREMENTS DOCUMENT, THAT PARTICIPATE IN THE DATA
MIGRATION AND THE RESPECTIVE DESIGN SPECIFICATIONS. REFER TO THE DATA MIGRATIONS SECTION
IN THE ENVISIONING GUIDE FOR CLARITY.]

9.5 Release Plans

[REFINE THE RELEASE PLANS AFTER UPDATING THE WBS AND MASTER DEVELOPMENT SCHEDULE.
REFER TO THE RELEASE PLANS SECTION IN THE ENVISIONING GUIDE FOR CLARITY.]

9.6 Pre-Engagement

The pre-engagement process is critical to ensure that both the client and the System Integrator (SI) have aligned
expectations for the Customer Care project. The client should be amenable to providing a Project Manager to oversee
the engagement and help escalate solutions to any problems that occur. An onsite test environment should be
configured and available to the SI consultant (if required). Timelines and work schedules should be discussed during
this period, and any preparatory work to be done by the client (such as pre-engagement questionnaires) should begin
with completion scheduled prior to the arrival of the SI consultant to the site.

9.7 Post-Engagement

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To help improve future versions of this Offering, we request that both you (the consultant) and the customer provide
feedback on the engagement.

10 Hardware Planning
Hardware planning is very important to support the proposed Solution Architecture. Clearly define the Hardware
topology for the various technologies applied in the proposed Solution Architecture.

The following considerations may be made while deciding the hardware topology:
1. Non-Functional requirements that decide Network Load Balancing (NLB), Clustering needs
2. Data volume growth that decides the data storage hardware
3. Disk optimization

The following products may need explicit mention of the Hardware requirements:
1. SQL Server
2. Microsoft Dynamics CRM Server
3. Office SharePoint Server
4. Customer Care Accelerator (CCA)
5. BizTalk Server
6. Office Communications Server
Each hardware configuration might want to address the required configurations. For example, the following example
discusses the required hardware for SQL Server components

CRM SQL Cluster

Components
Four Dual Core (latest speed –
at least 3.0Ghz 2.2MB cache Recommended four quad
Processors 667Mhz FSB HT Enabled) core processors
Recommended 64 GB
RAM 32 GB DDR2 400MHz expandable to 128GB
RAID 1 (Operating
Internal Storage (C :) 2x36GB Ultra 3 (15K RPM) System)
External Storage HBA Fiber Redundant
Network Adapter (2) Gigabit Ethernet Adapter Redundant GB Adapters
OS and Middleware
Windows Server 2008 R2 x64 Edition
SQL Server 2008 Enterprise x64

11 References

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