crm online partner getting started guide€¦ · note: you are free to sell microsoft dynamics crm...
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CRM Online Partner Getting Started Guide
Important information on Onboarding, Operations, Training, Tools and other material intended to help Microsoft Partners getting started with an Dynamics CRM Online practice
Microsoft Denmark Tuborg Boulevard 12
2900 Hellerup
Jesper Osgaard Sr. Partner Technology Advisor
josgaard@microsoft.com
Version 1.1 – February 1, 2013
Table of Contents
Introduction ....................................................................................................................................................... 1
Get Onboard ...................................................................................................................................................... 2
Dynamics Certified Software Advisors ........................................................................................................... 2
Eligibility ..................................................................................................................................................... 2
Certifications ...................................................................................................................................................... 3
Preparation for certifications ......................................................................................................................... 4
Technical ................................................................................................................................................ 4
SureStep ................................................................................................................................................. 4
Sales Accreditation ............................................................................................................................................. 5
Internal Use Rights ............................................................................................................................................. 5
Operations ......................................................................................................................................................... 6
Training by Role ................................................................................................................................................. 6
Training Plan .................................................................................................................................................. 6
Sales ................................................................................................................................................................... 7
Presales .............................................................................................................................................................. 8
Service Descriptions ........................................................................................................................................... 9
Planning, Deploying and Configuring ................................................................................................................. 9
Developer......................................................................................................................................................... 10
More Resources ............................................................................................................................................... 11
Appendix A – Value Proposition ....................................................................................................................... 13
Appendix B – Partner of Record ....................................................................................................................... 14
Appendix C – Accessing PartnerSource ............................................................................................................ 16
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Introduction
When you sell Microsoft Dynamics CRM Online, you can quickly begin to build new, recurring revenue
streams.
Cloud services study showed that customers who move to a subscription-based model of acquiring software
are more inclined to purchase other services via subscription.
This creates opportunities to you to offer other recurring or subscription-based services that naturally
complement and add value to CRM Online, including desktop management, desktop optimization, and end-
user training and support.
You can capture higher margins as you turn CRM Online transactions into a more stable, more profitable
recurrent model.
To learn more, watch the recorded series Catapult Your Business Forward with Microsoft Dynamics CRM and
Cloud Training here
In this document you will find useful information to get your CRM Online business started: Get onboard,
Train, Sell, Deploy and Develop.
Note: Many of the links in this document will require you to have access to PartnerSource. If you cant access
PartnerSource, please refer to “Appendix C – Accessing PartnerSource”
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Get Onboard
Dynamics Certified Software Advisors The Microsoft Dynamics Certified Software Advisor (CSA) fee initiative helps increase your revenue by
offering the ability to collect a percentage of sales revenue in fees. Qualified partners can earn CSA fees for
Microsoft Dynamics CRM Online.
Eligibility To receive a Microsoft Dynamics Certified Software Advisor fee on a Microsoft Dynamics CRM customer
order through subscription, your organization must:
1. Enroll in the Microsoft Partner Network (MPN) - link
2. Sign the Software Advisor fee addendum - link
3. One or more employees or contractors are required to collectively pass the following exams:
a. Exam MB2-866: Microsoft Dynamics CRM Customization - link
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b. Exam MB5-858: Implementation Methodology - link
c. Microsoft Dynamics CRM Sales Accreditation - link
4. Sign the Microsoft Online Services Partner Agreement (MOSPA) - link
5. Meet the minimum revenue requirements found in the Software Advisor Guide. Currently USD
10,000 - link.
You can read more about the Software Advisor fee here.
Note: You are free to sell Microsoft Dynamics CRM Online to your customers, but to collect a percentage of
the subscription revenue, you must to be a CSA.
Certifications
Certifications are a great way to verify and document your skills. To help you certify your CRM Online skills
you can pass these exams. Passing one or more exams will certify you as Microsoft Dynamics Certified
Technology Specialist. The exam MB2-866 is one of the requirements for CSA.
Exam MB2-866: Microsoft Dynamics CRM 2011 Customization and Configuration measures your
ability to understand and articulate how to customize and configure Microsoft Dynamics CRM 2011
including configuring a Microsoft Dynamics CRM organizational structure, managing users & teams
and security, customizing attributes and entities, customizing relationships and mappings,
configuring auditing, managing forms & views and charts, and implementing a Microsoft Dynamics
CRM solution. You can access the exam information here.
Exam MB2-868: Microsoft Dynamics CRM 2011 Applications measures your ability to understand and
articulate how to use, maintain and support Microsoft Dynamics CRM 2011 application including
managing Microsoft Dynamics CRM 2011 marketing automation applications, Microsoft Dynamics
CRM 2011 sales applications, Microsoft Dynamics CRM 2011 service management applications, and
Microsoft Dynamics CRM 2011 services scheduling applications. You can access the exam
information here.
Exam MB2-876: Extending Microsoft Dynamics CRM 2011 measures your ability to understand and
articulate how to extend Microsoft Dynamics CRM 2011 including planning a Microsoft Dynamics
CRM 2011 deployment, performing common and advanced platform operations, creating custom
workflow activities, utilizing Windows Workflow Foundation, creating plug-ins, implementing and
programming application events, customizing application integration, and implementing web
resources. You can access the exam information here.
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And a fourth exam, more targeted at on-premises implementations than online, but nevertheless with
relevant topics.
Exam MB2-867: Microsoft Dynamics CRM 2011 Installation and Deployment measures your ability to
understand and articulate how to install and deploy Microsoft Dynamics CRM 2011 including
planning the installation, installing Microsoft Dynamics CRM 2011 Server, installing and deploying
the Microsoft Dynamics CRM 2011 Email Router, installing and deploying the Microsoft Dynamics
CRM 2011 Client for Microsoft Office Outlook, configuring Microsoft Dynamics CRM 2011, and
upgrading to and redeploying Microsoft Dynamics CRM 2011. You can access the exam information
here.
Preparation for certifications
Technical
To prepare for the exams you can download (see Legal Notice below) the Microsoft Official Curriculum
materials and self-study using those, or you can train with a Microsoft Training Partner (recommended). You
can find a partner here.
Download self-study material:
Microsoft Dynamics CRM 2011 Installation and Deployment (preparation for Exam MB2-867) - link
Microsoft Dynamics CRM 2011 Customization and Configuration (preparation for Exam MB2-866) -
link
Extending Microsoft Dynamics CRM 2011 (preparation for Exam MB2-876) - link
Microsoft Dynamics CRM 2011 Applications (preparation for Exam Exam MB2-868)
o Introduction to Microsoft Dynamics CRM 2011 - link
o Sales Management in Microsoft Dynamics CRM 2011 - link
o Marketing Automation in Microsoft Dynamics CRM 2011 - link
o Service Management in Microsoft Dynamics CRM 2011 - link
o Service Scheduling in Microsoft Dynamics CRM 2011 - link
All Student training materials can be found here
SureStep
You can access information about the exam preparation tools, including instructor lead training, for the
SureStep exam (Exam MB5-858: Implementation Methodology) here
Legal Notice Your use of the content on this site is governed by your Microsoft services agreement. Please
contact your local Microsoft services account manager if you have any questions regarding your current
Microsoft Services Agreement.
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Sales Accreditation
In order to pass the Sales Accreditation, all three of the below assessments (Standard Sales, Sales Specialist,
and Presales) must be completed
Standard Sales. Preparation Guide can be found here. Assessment can be found here.
Sales Specialist. Preparation Guide can be found here. Assessment can be found here.
Presales. Preparation Guide can be found here. Assessment can be found here.
Internal Use Rights
In case you have a Gold or Silver competency and participate in the Cloud Partner Program, or are part of the
Cloud Essentials Pack or Cloud Accelerate partner programs you are entitled to a certain number of CRM
Online seats for internal use - link
Partners with a gold competency can receive up to 250 seats of Microsoft Dynamics CRM Online for
internal use per qualified location. Maximum of 1,500 seats worldwide. Applies to all CRM Online
instances and all competencies. Cannot be combined with other competencies.
Partners with a silver competency can receive up to 100 seats of Microsoft Dynamics CRM Online for
internal use per qualified location. Maximum of 400 seats worldwide. Applies to all CRM Online
instances and all competencies. Cannot be combined with other competencies.
Cloud Essentials Pack can receive up to 25 seats of Microsoft Dynamics CRM Online for internal use.
Cannot be combined with other competencies.
Cloud Accelerate partners can receive up to 250 seats of Microsoft Dynamics CRM Online for internal
use. Cannot be combined with other competencies.
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Operations
Microsoft Dynamics CRM Operational Resources. Find quick links to the key resources that will help
you better serve your Microsoft Dynamics CRM customers and enhance your operational knowledge
of Microsoft Dynamics CRM. Access the resources here.
o Partner of Record (POR) designation
o CRM Online Subscriptions
o Claim CSA Fees
o Pricing & Licensing
o Readiness & Training
o Support
Service Level Agreement for Microsoft Online Services. This document will help you understand e.g.
what qualifies downtime and how Microsoft compensate customers. You can access the current
service level agreement here.
Microsoft Volume Licensing Online Services Use Rights. This document will help you understand what
customers are licensed for per plan. You can access the current use rights here.
Training by Role
Training Plan Below you’ll find an optional on-demand online training plan divided by role (sales or technical), beginning
with a six course introduction to CRM Online. You can access the training plan here.
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Sales
Microsoft Dynamics CRM 2011 Sales for the SMB Market. This recorded training series provides your
sales and presales roles in the SMB market with the tools and information to help them better
understand and identify the features of Microsoft Dynamics CRM Online services
o Managing Microsoft Dynamics CRM Online Sales from “Click to Close” - link
o Selling the Business Value of Microsoft Dynamics CRM 2011 - link
o Having the Microsoft Dynamics CRM Online Customer Conversation - link
o Microsoft Dynamics CRM Online: Pricing and Licensing - link
o Compete to Win: Microsoft Dynamics CRM against Salesforce.com - link
o How to sell Microsoft Dynamics CRM 2011 - link
o Click-Through Demos for Microsoft Dynamics CRM 2011 - link
Microsoft Dynamics CRM Online Buyer’s Guide. Understanding the customers buying criteria. You can
access the guide here.
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Presales
Demo Hub. Automated process for building a demo tenant, complete with CRM Online, Office 365,
Azure Web site and demo script. Access the site here.
The Total Economic Impact Of Microsoft Dynamics CRM 2011. Although prepared for CRM 2011 (on-
premises) still good pointers for focus areas for the business case. You can access the document
here.
Trial Guide: Microsoft Dynamics CRM Online and Office 365. This document will demonstrate how to
setup and leverage the integration between Microsoft Office 365 and Microsoft Dynamics CRM
Online to improve office collaboration, staff productivity, and make your organization more agile.
Access the guide here.
Microsoft Online Services Document Portfolio. is a collection of over 120 unique documents all
related to the Microsoft Online Services business across Office 365, Windows Intune, and Dynamics
CRM Online. The types of documents included in the Portfolio are service descriptions, datasheets,
whitepapers, product guides, deployment guides, tools, pricing/licensing guides, compete info,
training guides, etc. You can access the Portfolio here (partner version, password protected) and
here (customer version, not password protected)
Learn CRM Online Videos. These links take you to videos that are designed to help you get started,
learn how to configure Microsoft Dynamics CRM Online, and understand how features like reporting
and workflow can make your staff more efficient. Use these videos for personal training and/or give
the link to your customers. You can access the videos here.
Microsoft Dynamics CRM 2011 Quick Start Guide for Business Users. Print this quick start guide to
learn basic tasks before you start using Microsoft Dynamics CRM 2011. Access the guide here.
Microsoft Dynamics CRM Trust Center. Microsoft Approach to Privacy in the Cloud - link
Microsoft Dynamics CRM 2011 Resources. Extensive set of resources. Access the resources here
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Service Descriptions
Detailed information about the Microsoft Dynamics CRM Online service is available in separate service
description articles that are available at the following links:
Microsoft Dynamics CRM Online Service Description. Microsoft Dynamics CRM Online is a Microsoft-
hosted solution that delivers the simplicity and flexibility of cloud computing with powerful customer
relationship management (CRM) capabilities, and the familiarity of Microsoft Office. This document
provides business professionals with an overview of the capabilities of the Microsoft Dynamics CRM
Online service. You can access the guide here.
Microsoft Dynamics CRM Online Security and Service Continuity Guide. This document describes the
security, continuity, and compliance policies and controls for the Microsoft Dynamics CRM Online
service offering. The document is intended to provide Microsoft Dynamics CRM Online customers
with an overview of how the Microsoft Dynamics CRM Online service is designed to provide a high
degree of security, continuity, and compliance. You can access the document here.
Planning, Deploying and Configuring
Like any other project a CRM Online project needs to be planned, deployed and configured.
Microsoft Dynamics CRM Online Enterprise Planning Guide. This document is designed to help
readers understand the key compliance and security considerations associated with planning for a
deployment of Microsoft Dynamics CRM Online in environments that may include enterprise
directory integration services such as directory synchronization and single sign-on. You can access
the guide here.
Microsoft Dynamics CRM Online Deployment and Administration Documentation. Documentation for
common deployment and administration tasks that are associated with using Microsoft Dynamics
CRM Online. You can access the documentation here.
Configure Microsoft Dynamics CRM Online. Configuration and customization of Microsoft Dynamics
CRM Online is completed in the Microsoft Dynamics CRM client applications. For information and
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instructions for setting up and configuring Microsoft Dynamics CRM Online for users, see the topics
in this guide. You can access the topics here.
Optimizing and Maintaining Client Performance for Microsoft Dynamics CRM 2011 and CRM Online.
The white paper provides readers with the information necessary to ensure and maintain the
optimal performance of the clients connecting to a business solution based on Microsoft Dynamics
CRM 2011 or Microsoft Dynamics CRM Online. You can access the document here.
Microsoft Dynamics CRM 2011 for E-mail Router Installing Guide for use with Microsoft Dynamics
CRM Online here.
Developer
Dynamics CRM 2011 Developer Training. This training kit is for .NET developers to learn the
development features of Dynamics CRM and help them build applications using Microsoft Dynamics
CRM 2011 and CRM Online. Microsoft Dynamics CRM uses familiar components such as WCF &
oData web service endpoints, JavaScript, Silverlight, .NET 4, Workflow Foundation 4, SQL reporting
and more; making it a general purpose framework for line-of-business applications. You can access
the training here.
Software Development Kit for Microsoft Dynamics CRM 2011 and Microsoft Dynamics CRM Online.
This SDK contains a wealth of resources, including code samples, which are designed to help you
build powerful vertical applications using the Microsoft Dynamics CRM platform. It is a guide for
developers writing solutions, server-side code, client applications and extensions, custom business
logic, plug-ins, integration modules, custom workflow modules and more. The SDK contains an
architectural overview of Microsoft Dynamics CRM, the entity model, security model, Web services,
and sample code - link
Note: You can also train to be a CRM Online developer via the course “Extending Microsoft Dynamics
CRM 2011” - link - and certify your skills by passing the Exam MB2-876: Extending Microsoft
Dynamics CRM 2011. You can access the exam information here
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More Resources
Microsoft Dynamics CRM Online home page on MPN. Your one stop page on the Microsoft Partner
Network for CRM Online contents - link
Partner Source - link
CRM Team Blog - link
CRM Support Blog - link
CRM Launch Portal. This portal is the place for you to come to find the latest news and information
for Microsoft Dynamics CRM. Bookmark this page to access the most relevant collateral, technical
resources, tools and training materials, to make the agile release cadence of Microsoft Dynamics
CRM seamless. – link
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SureStep Online. Get to know the SureStep implementation Methodology and access process
documentation here.
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Appendix A – Value Proposition
Microsoft Dynamics CRM is recognized as a market leader by many third-party experts and analyst firms such
as Gartner and Forrester. As an online service, the solution also delivers the additional benefits of:
Rapid time to value - deploy solutions quickly and add users at a moment’s notice.
Quality of service - guaranteed uptime backed by a 99.9 percent service level agreement and online
and phone support.
Cost predictability - pay-as-you-go pricing that allows you to change capital expenditures into
predictable operating expenses.
Management simplicity - ongoing application monitoring and maintenance, and software upgrades.
Flexibility - scale the number of users up or down, or change deployment type based on your needs
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Appendix B – Partner of Record
For a customer to a you as a Partner of Record (POR) the customer must enter your MPN ID in the Office 365
Administration Portal. Have to customer go through the following steps (if you have admin rights you can do
it on behalf of the customer)
1. Log into Office 365 (https://portal.microsoftonline.com) with your administrator password
2. Click the Admin tab (see screen shot below: 1)
3. Click Manage under ”Subscriptions” (see screen shot below: 2) to see a list of active subscriptions
4. Click the Microsoft Dynamics CRM Online (see screen shot below: 3) to open the subscription details
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5. Click Add under ”Partner information”
6. Enter your MPN ID in the textbox and click OK
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Appendix C – Accessing PartnerSource
PartnerSource is a secure extranet for Microsoft partners to find additional sales, marketing, support,
downloads, and implementation information.
To access PartnerSource, you must be a member of the Microsoft Partner Network. You must also meet at
least one of the following qualifications:
Have an active Microsoft Solution Provider Agreement (SPA). The SPA grants reselling partners the
right to place orders with Microsoft Regional Operations Centers for software licenses and related
services for certain Microsoft business management solutions.
Have a signed Software Advisor fee addendum. The Software Advisor fee addendum is for partners
who want to earn a Microsoft Software Advisor fee on Microsoft Dynamics CRM customer orders.
Have achieved the Microsoft Enterprise Resource Planning competency or the Microsoft Customer
Relationship Management competency.
Be active in the process of meeting at least one of the previously listed qualifications.
If you would like to request access to PartnerSource, make sure you meet at least one of the previously listed
requirements. If you have questions about eligibility, contact IT support.
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