1. CRM Online Scenarios Click the play button to begin

2. In this section, there are three scenarios which address the following topics. CRM Online updates Communication updates Customer escalations You can proceed through the scenarios in order by clicking the Get Started button in the lower right corner of this page. For each scenario, you will be provided with a short introduction and then asked a question. The flow of the scenario will vary based on your answers Good luck! Get Started

3. In this section, there are three scenarios which address the following topics. CRM Online updates Communication updates Customer escalations You can proceed through the scenarios in order by clicking the Get Started button in the lower right corner of this page. For each scenario, you will be provided with a short introduction and then asked a question. The flow of the scenario will vary based on your answers Good luck! Get Started

4. To demonstrate the update rhythm and communications for CRM Online To be able to manage CRM Online changes more effectively and efficiently Next Page

5. Congratulations! You are Contoso’s new TAM. Contoso is a global online retailer with revenue exceeding over $50 million. As a TAM/ADM, you did a Service Update Introduction to set proper expectations for the CRM Online change and communication process. Next Page

6. In your Service Update Introduction meeting your customer asked when they could expect service updates for CRM Online. As a TAM, what do you say? (Click one of the following options) You tell your customer that the updates come at any point during the year because that’s what an evergreen service is. You tell the customer that they can expect updates two times a year. One in the spring and one in the fall. Scenario 1- 1

7. Sorry, this is incorrect. CRM Online, unlike other online services, has a regular update schedule. You should first: Try again Scenario 1- 1 wrong

8. Correct! Next scenario Scenario 1- 1 correct

9. You want to send your customer a notification of CRM Online updates. As the TAM, what do you do? (Click one of the following options) You send them the CRM Online Service Description Newsletter and the Public Roadmap. You send them the CRM Team Blog Scenario 1- 2

10. Correct! The Service Description describes what is included within the service and is a great resource to review to help you with deployment scenarios for new workloads or even when you’re looking at utilizing a new feature of a workload. System Requirements are included in the Service Description. It’s important to review these requirements and discuss through our Service Delivery Plan to ensure your customers have the best experience. The Public Roadmap is an evolving resource and changes often. We recommend you and your customers check it on a regular basis, especially if your customer as a specific change they need in their environment. The same holds true if there is an unexpected change in their environment. You will likely find the information you need on the Public Roadmap. Next scenario Scenario 1- 2 correct

11. Sorry, this is incorrect. The CRM Online Team Blog is our showcase piece, which means that we’re making exciting announcements about the new features and functionality that we have coming to the service here. It should not be considered a comprehensive resource because we do not provide a blow by blow on every single change that are coming to the service. But we will provide major update announcements here. Try again Scenario 1- 2 wrong

12. As a TAM of customers who use both CRM Online and O365 services, I will need to access a different portal than I use today to track O365 service update notifications. True or False? As the TAM, select the correct answer? (Click one of the following options) True False Scenario 2- 1 How many portals do I need to track updates?

13. Sorry, this is incorrect. You’re answer was incorrect, but we have good news. Both O365 and CRM Online use the Service Health Dashboard and Message Center. That’s one less location to keep track of. Try again Scenario 2- 1 wrong

14. Correct! Both O365 and CRM Online use the Service Health Dashboard and Message Center. That saves you a step! Next scenario Scenario 2- 1 correct

15. As a TAM of customers who use both CRM Online and O365 services, I will need to send only one monthly SUM newsletter to my customer? True or False? As the TAM, select the best answer? (Click one of the following options) Scenario 2- 2 True False

16. Correct! True, CRM Online updates will be included in the O365 SUM Newsletter when there are updates. Next scenario Scenario 2- 2 correct

17. Sorry, this is incorrect. You’re answer was incorrect, but we have good news. CRM Online updates will be included in the O365 SUM Newsletter when there are updates. Try again Scenario 2- 2 wrong

18. Your customer calls and says they think they have a service interruption caused by an update. How are suspected break/fix issues caused by service updates handled? As the TAM, what do you do? (Click one of the following options) Contact //gethelp Tell the customer they should open an SR with Support Scenario 3- 1

19. Sorry, this is incorrect. Try again Scenario 3- 1 wrong //GetHelp is used for process breakdowns. A Service Interruption is defined as a service feature not functioning as it is intended to and it is impacting customer operations. And example could be any aspect of CRM Online not functioning as intended. The customer should open a support ticket to have a support engineer begin working on this issue.

20. Correct! Tell the customer to open a SR with Support. Proper escalation of service update Service Interruption and process breakdown issues is critical. When a feature is not functioning as it is intended, leverage the standard incident management process. Next page Scenario 3- 1 correct

21. Summary Key Points Customers should log an SR ticket for all service interruptions CRM Online had updated in the spring and fall Take Action CRM Online and O365 share the same monthly newsletter Follow normal escalation paths for break fix (SR) or major process breakdown issues (GetHelp)