Microsoft Customer 2 Partner Connector Quick Reference Guide

C2PC – Customer 2 Partner Connector What is C2PC? C2PC is a lead management tool enabling: Microsoft to pass SMB Leads to Partners to engage with customers timely Microsoft and our Partners to provide a World Class customer experience Microsoft Lead Sources “Leads” are acquired from multiple sources, including: Customer “Trials” including Office 365, Intune, CRM Online, Windows Server among other products “Click 2 Chat” team who interact with customers with pre-sales questions related to Microsoft products Customer Support Services assisting customers needing help Outbound prospecting 3 Ways to Receive Leads in C2PC Smaller Estimated Deal Sizes: Sent to geography based pools and accepted by Partners on a first come, first serve basis. Larger Estimated Deal Sizes: Direct Assigned by your Partner Field Representative Partner Generated Demand: Track Partner Generated Opportunities related to Ready-To-Go (RTG) and Microsoft Community Connection (MCC) Events

Step 1: Email Notifications set when a New Lead has been sent to C2PC Email Notification used when a New Lead has entered a pool that is available to you and other partners to accept on a first come, first serve basis (Smaller Deal Sizes) Email Notification used when a New Lead has been directly assigned to you so no other partners will be able to view the lead except for you (Larger Deal Sizes & Partner Generated Demand)

(Please Review for 1st Time Log-In): Step 2: Log In to C2PC Log-In to C2PC by going to http://c2pc.cloudapp.net/ OR Click on the Link that is provided in the email from the previous step notifying you that there is a lead assigned to you (Please Review for 1st Time Log-In): C2PC Uses your Microsoft Account for User Authentication The email address you provided during your registration process will be the same email address you use to log into C2PC. This will also be the email address that will be used to notify you of new leads. If you are experiencing issues during log in please send email to askC2PC@microsoft.com System Requirements Windows 7/Windows 8/Windows 8.1 Operating systems IE10, IE11 (browsers) Microsoft Excel for viewing reports Internet Explorer Compatibility Settings You may need to adjust your browser settings to support the C2PC user interface: From Internet Explorer go to Tools -> Compatibility View Settings Add cloudapp.net to Compatibility View

Step 3: Accepting Leads from Pool (First Come, First Serve) Note: Leads will only show up on the “New” tab when you receive a C2PC Email Notification with the Subject Line “New Lead(s) Available”. These Leads are available to you and other partners to accept on a First Come, First Serve Basis 1. Click on New Tab 2. Review Details on Lead(s) to determine if you want to accept 4. Click on Accept 3. Check the Box on Lead(s) you Want to Accept After completing this step, the leads will be removed from this tab and will no longer be accessible to other partners. It will now be available in your “Accepted” tab **Once you have accepted a lead from the Lead Pool it cannot be returned**

Step 4: Automated Customer/Partner Introduction Email Sent Shortly after you accept a lead or a lead has been directly assigned to you, an automated email will be sent to the customer that will introduce you as the partner.

Step 5: Assign Sales Rep to Lead Note: This is where you will find all Leads that have been directly assigned to you, as well as, any lead you have accepted from the “New” tab. 1. Click on Accepted Tab 3. Select Sales Rep you want to Assign 4. Click on Assign Direct Assigned 2. Check the Box on Lead(s) you Want to Assign Lead Pool Lead Pool After completing this step, the leads will be removed from this tab and will now be available in your “Assigned” tab

Step 6: Contact Customer 4. Click to Review Microsoft Tele-Rep Notes 1. Click on Assigned Tab 3. Review Customer Contact Details 2. Click ID#

Step 7: Update Lead Status Note: Lead Status is available in “Assigned Tab” either through the Lead Details, Lead History, or Lead Notes tab Update Status to one of the Following: Interest Confirmed – The customer has confirmed their interest in having the Partner engage with them to address the customers’ needs Quoted – The Partner has provided the customer an estimate related to their engagement Closed as a Win or Loss – The customer has accepted the Partners proposal and sold software along with any services (Win), or the customer has declined the Partners proposal (Loss which will include Loss Reason to be identified). Important: One you update a status on a lead, you cannot change it back to a prior status (e.g. Once you mark as Won, you can’t change it back to Quoted or Interest Confirmed) Add any Notes you would like to add Click Save

Additional Features By clicking on the Export to Excel – available on the Accepted, Assigned, or Won/Loss Tabs, you can download the leads that are showing in each of those tabs into an excel spreadsheet Sorting by Column By clicking on any of the column headers within each of the tabs, you can sort the lead records within each of those tabs in ascending or descending order The Won/Loss Tab will provide you a view of all of leads you have marked as either a Won or a Loss. The Reports Tab will provide you a performance summary of your leads by status and by sales rep

Closed Loop Email to Customer Approximately 8 days after lead is accepted by partner, a survey will be sent to customer Any negative responses are followed up by our Tele Team Will only provide feedback to Partner if the customer provides their consent Visibility of survey results will only be available to Partner in aggregate <Customer email> <Customer Name>

Accept only leads you fully intend to engage, manage, & close Partner Expectations Accept only leads you fully intend to engage, manage, & close Ensure any sales representative within your organization that you are assigning leads to understand the C2PC Process and Tool Ensure your organization is set up with the correct C2PC roles You can have more than one of each but must have at least one “Partner Administrator”. Partner Administrator – Accepts and Assigns Leads and can serve as Sales Rep Partner Standard User – Is the Sales Rep who receives Leads from the Partner Administrator Attempt to contact the customer within the next business day or sooner Alert Microsoft to any system issues promptly

Resources C2PC Training Guides & Resources: http://aka.ms/RTGC2PC C2PC Overview Guide & Document C2PC Quick Reference Guide C2PC Frequently Asked Questions I receive an email that “New” Leads are available but I do not see any leads when I log in to C2PC, why are there no leads? I see a message when I try to accept a new lead that I have reached my lead limit and, therefore, cannot accept any new leads from the pool. How can I get more leads from the pool? What Lead Volumes should I expect with the launch of C2PC? How do I add additional users to access C2PC? For System issues please contact: askC2PC@microsoft.com For all other questions please contact your Partner Field Representative