1. Microsoft Dynamics Planning Services
2/26/2018
Microsoft Dynamics Planning Services
Upgrading Microsoft Dynamics 365
PARTNER ENGAGEMENT GUIDE
© 2012 Microsoft Corporation. All rights reserved. Microsoft, Windows, and other product names are or may be registered trademarks and/or trademarks in the U.S. and/or other countries.
The information herein is for informational purposes only and represents the current view of Microsoft Corporation as of the date of this presentation. Because Microsoft must respond to changing market conditions, it should not be interpreted to be a commitment on the part of Microsoft, and Microsoft cannot guarantee the accuracy of any information provided after the date of this presentation. MICROSOFT MAKES NO WARRANTIES, EXPRESS, IMPLIED OR STATUTORY, AS TO THE INFORMATION IN THIS PRESENTATION.

2. Contents Engagement Goals Document Purpose
2/26/2018
Contents
Document Purpose
The goal of this document is to provide the engagement consultant with an overview of the required deliverables for the Upgrading Microsoft Dynamics 365 Planning Services engagement which is focused on Dynamics 365 for Sales, for Marketing, for Field Services and for Customer Service (replacing the previous CRM workloads) . The engagement is offered in 3, 5, 10 and 15-day lengths, which build on each other. This document describes the steps, resources and requirements of each engagement.
Engagement Goals
The Upgrading Microsoft Dynamics 365 engagement is designed to identify an upgrade path to the current release from a previous implementation of Microsoft Dynamics 365, assess the data migration/upgrade options, and to understand the risks involved, such as dependencies on ISVs and integrations.
© 2012 Microsoft Corporation. All rights reserved. Microsoft, Windows, and other product names are or may be registered trademarks and/or trademarks in the U.S. and/or other countries.
The information herein is for informational purposes only and represents the current view of Microsoft Corporation as of the date of this presentation. Because Microsoft must respond to changing market conditions, it should not be interpreted to be a commitment on the part of Microsoft, and Microsoft cannot guarantee the accuracy of any information provided after the date of this presentation. MICROSOFT MAKES NO WARRANTIES, EXPRESS, IMPLIED OR STATUTORY, AS TO THE INFORMATION IN THIS PRESENTATION.

3. Engagement Customization & Exceptions
This document outlines the steps for a typical Microsoft Dynamics 365 upgrade planning process. The tools and resources reflect tested Microsoft best practices.
We understand that no two customers are the same. The intent of the engagement is to assist Microsoft Dynamics 365 customers with their upgrade planning, including taking advantage of new features. To best address the needs of your customers, please feel free to customize the engagement in the following ways:
Edit the Pre-Engagement Questionnaire to more accurately address your customer’s unique scenario
Skip any phases as long as you can justify doing so in your final deliverable.
Skip a phase if you or your customer has already conducted it
Skip the workshop if your customer is already familiar with the new features and functionalities
If the initial steps of the engagement are less relevant to your customer, you can extend the PoC implementing additional processes and new scenarios and capabilities
If your customer has a complicated implementation, extend the assessment phase to include in- depth functional assessment, transforming and adding processes, assessing existing and future integrations with additional tools and systems.
Customize the engagement documents or use your own documents if they are aligned with the engagement steps. Regardless of the documents you use, your deliverables to the customer must be attached to the Planning Service Completion Report and must cover findings and results similar to those listed in the provided templates.
Questions about permissible customizations and exceptions?

4. Upgrading Microsoft Dynamics 365
About the Engagement
Upgrading Microsoft Dynamics 365 helps customers analyze the technical and functional gaps of their current Microsoft Dynamics 365 system and create a plan to upgrade to Microsoft Dynamics 365. This latest version helps customers drive productivity, improve business agility, and realize cost savings, while considering newer solutions and scenarios which are now included in Microsoft solution, which can replace custom code they might have. Work with customers to identify the gaps between their current implementation and business objectives.
Envisioning Workshop & Demo
Technical Upgrade Assessment
Functional Assessment
Proof-of Concept
Deliver envisioning workshop to introduce the current version of Microsoft Dynamics 365 and discuss its benefits and implementation options, as well as recently added capabilities supporting social insights, BI, Field Services, portals and productivity.
Assess the current implementation and analyze technical hindrances to upgrading.
Conduct fit-gap analysis for 1 example process focusing on the advanced functionalities. Determine adequacy of the latest release to requirements. Focus on a process that highlight newer add-on capabilities.
Test drive the solution using migrating the example process online, using customer data and outline an upgrade plan. 4

5. Upgrading Microsoft Dynamics 365
2/26/2018
Upgrading Microsoft Dynamics 365
Engagement Overview, Requirements & Supporting Resources
3 days
5 days
10 days
15 days
Activity
Educate & Assess Top Requirements & Processes
Analyze Technical Upgrade Requirements
Analyze Functional Requirements and Solution Fit for an Example Process
Showcase & Validate Customer Benefits w/ an Example Process
Resources
Pre-engagement Assessment 
Pre-Engagement Questionnaire
Envisioning and Overview Workshop + Demo
Workshop Presentation
Demo pre-built scenarios
Assessing Upgrade path
Assessment guide
Technical Upgrade Assessment
Code Validation Tool
Functional/Fit Gap Assessment for 1 top process  
Fit gap analysis guidance
Suggested focused capabilitties
Limited PoC for 1 process
PoC Guidance
Deploying and administering Microsoft Dynamics 365 Online and Microsoft Dynamics
Customer Deliverables
Workshop finding report and high level upgrade path recommendations
Technical Assessment Report
Functional & Fit Assessment Report
PoC Findings Report
© 2012 Microsoft Corporation. All rights reserved. Microsoft, Windows, and other product names are or may be registered trademarks and/or trademarks in the U.S. and/or other countries.
The information herein is for informational purposes only and represents the current view of Microsoft Corporation as of the date of this presentation. Because Microsoft must respond to changing market conditions, it should not be interpreted to be a commitment on the part of Microsoft, and Microsoft cannot guarantee the accuracy of any information provided after the date of this presentation. MICROSOFT MAKES NO WARRANTIES, EXPRESS, IMPLIED OR STATUTORY, AS TO THE INFORMATION IN THIS PRESENTATION.

6. Educate & Outline Future Solution Vision
Days 1-3
Activities
Pre-engagement Questionnaire
Ask the customer to complete the questionnaire in detail. Based on customer response, plan the envisioning workshop by conducting an initial high-level assessment of current Microsoft Dynamics 365 implementation. Identify:
Functionalities that might need to be corrected in order to preform the technical upgrade.
Out-of-the-box functionalities to replace work-arounds and custom code, or to extend current implementation and functionalities.
Critical business goals and requirements that the new solution must meet.
Functionalities to be implemented in advance to support robust technical upgrade, or to increase ROI of a functional upgrade.
Workshop (resource: Workshop Deck)
Design the workshop around the questionnaire response to help the customer see the benefits of evolving their CRM solutions. Gain an understanding of their business processes and collaboratively capture their requirements to plan subsequent phases of the engagement.
Make sure the various stakeholders participate in the workshop -
Explore impactful industry trends and how Microsoft Dynamics 365 can help them stay ahead of the curve.
Introduce the current version of the solution and newer capabilities such as Microsoft Social Engagement, Dynamics Marketing, Parature form Microsoft, Unified Service Desk, Voice of the Customer, Dynamics 365 Online Portal and add-ons.
Discuss different upgrade paths and their requirements, limitations depending on the current customer version of CRM.
Review with the customer top business scenarios to better understand their needs and challenges and define a vision for the future state of business.
Workshop sessions should last about 2.5 days, leaving you with about ½ a day to compose the summary report and formulate recommendations.
Demo: Set up a demo environment to bring relevant solutions to life by leveraging the pre-canned scenarios on Focus on functionalities that might replace custom work implemented in the customer environment. Additionally, review the Dynamics customer Center videos as needed
Workshop Findings Report: Record findings from the workshop in a summary report, such as business & IT goals, upgrade challenges and risks, etc. Outline your approach to the solution, possible upgrade paths and their considerations, and key upgrade scenarios. Recommend next steps and describe any additional resources you might need.
For report template capture:
Identified upgrade challenges
risks involved,
Outline of upgrade approach for the solution
Optional key upgrade scenarios and analysis of them
Propose options for data upgrade

7. Microsoft Dynamics Demo Guidance
Overview
Use either or demos.microsoft.com , which provide the partners the ability to quickly and easily provision compelling demos (Sales Productivity, Microsoft Dynamics , Financial Services etc.) that highlight the capabilities of Dynamics 365 and Office 365. Partners will also find the ability to create and manage support tickets if they need any assistance. Please share this link with partners so they can provision the demo for their customers.
Demo Scenarios
With the demo tool you can deploy scenario-based demonstration data built around different personas to help demonstrate to customers how a business solution from Microsoft can drive better sales performance and customer care effectiveness. The Demo includes scripts which cover two main scenarios:
Sales Productivity and Intelligent Customer Service. Highlight integrated Dynamics and Office 365 E5 scenarios to showcase latest Customer Engagement solutions from Microsoft. Showcase how Microsoft Dynamics 365 can help deliver more revenue faster, reduce time spent on non-selling activities, and deliver better insights to sales management on pipeline, revenue and salesforce effectivness.
Citizen Services Demo. Full Provisioned Online Dynamics 365 demo for Citizen Services , a core business process demo ideal for local, regional, or state government to manage incoming service requests from citizens.
Empty Demo. A demo containing instances of SharePoint, Office 365 and Dynamics 365 with no custom data
The demo scripts also includes mobile scenario and the option to use a pre-populated demo environment or an empty, customizable demo. Please use the scenarios that are most applicable to your customer and either.
Set-Up
Before you deploy the demo environment, download the script library and follow the instructions on the set-up guide. You will need a Microsoft LiveID in order to deploy the demo. Please allow time for the demo to be deployed (about 90 minutes) and time to get familiar with the script and environment.
For report template capture:
Identified upgrade challenges
risks involved,
Outline of upgrade approach for the solution
Optional key upgrade scenarios and analysis of them
Propose options for data upgrade

8. Analyze Technical Upgrade Requirements
Days 4-5
Activities
Technical Upgrade Assessment
The objective of this assessment is to confirm the need for an upgrade, gather technical requirements and outline the scope of the project.
Conduct an assessment of your customer’s Microsoft Dynamics 365 implementation by using Microsoft’s Code Validation Tool to understand the technical gaps. If you have another tool you prefer to use for the assessment you are welcome to use it.
The Microsoft Dynamics 365 Custom Code Validation Tool helps identify potential problems so that a developer can fix them. Running this tool before upgrade will help identify issues and fix them prior so that the upgrade process can run smoothly.
Microsoft Code Validation Tool is –
Capable of analyzing CRM 4.0, CRM 2011, and CRM 2013 customization footprint
Capable of analyzing server and side components
Capable of performing database assessment
Generates the first cut of fit-gap and report
Assessment output
Advanced Technical Upgrade Assessment (optional, recommended)
Work with customer IT department to assess the custom work included in the customer current implementation, assess the corrections needed for each of these functionalities to ensure smooth upgrade or recommend functionalities that are better replaced by newly added out-of-the-box Dynamics 365 functionalities.
Initial Functional Assessment
During the workshop identify additional functionalities of the new solution that will help customer better achieve their CRM vision and extend their return on investment.
Resources
To ensure you include the important consideration for the migration, please review the How to Prepare for the Microsoft Dynamics 365 Implementation Guide for CRM 2016
For report template capture:
Identified upgrade challenges
risks involved,
Outline of upgrade approach for the solution
Optional key upgrade scenarios and analysis of them
Propose options for data upgrade

9. Technical Upgrade Requirements
Required Assessment Components
Recommended Assessment Components
Use the provided Assessment Report Template to summarize the results of the technical and high-level functional assessment of your customer’s current Microsoft Dynamics 365 environment. The Assessment Report should summarize all findings and recommended next steps.
Create the Assessment Report after you have completed the following required activities for 5, 10 and 15 day engagements:
Review the customer-completed Pre-engagement Questionnaire
Review the customer’s requirements, processes and vision (both technical and functional) as described during the Workshop
Run the Code Validation Tool in the customer environment and analyze the results. Run the tool in your customer’s Microsoft Dynamics 365 instance to help identify potential issues with custom JavaScript in JavaScript libraries and HTML web resources. The tool will detect issues in the custom web resources that will no longer work after the upgrade is completed (listed on the report as MUST fixes)
Summarize additional conversations with IT and Business teams regarding custom work and code implemented in their environment (Functional Assessment).
Additional custom solutions in the customer’s environment, beyond JavaScript components, are not covered by the Code Validation Tool and assessment of these components is optional. However, we do recommend preforming a high-level manual assessment of other custom solutions to identify major issues that MUST or SHOULD be fixed fro a smooth upgrade
Components that are recommended but optional to assess are: Configuration, SiteMap, ISV and Ribbon, Plug-ins, Workflow assemblies, Custom code, Reports, Web resources
Discuss with the customer upgrade options:
The migration upgrade (recommended):
Is used to support an upgrade with a fallback scenario included.
Requires additional hardware to install a Microsoft Dynamics 365 server.
Is the preferred method, in general, because you can upgrade without disrupting your existing Microsoft Dynamics 365 deployment.
The in-place upgrade:
Is used when you need to upgrade an existing Microsoft Dynamics 365 server.
Provides the easiest and simplest path to upgrade.
Does not have a fallback scenario should the upgrade fail.
For report template capture:
Identified upgrade challenges
risks involved,
Outline of upgrade approach for the solution
Optional key upgrade scenarios and analysis of them
Propose options for data upgrade

10. Analyze Functional Requirements & Business Processes
Days 5-10
Activities
Functional Upgrade Assessment
During the Functional/Fit Gap analysis you need to assess if the business processes currently implemented in the customers CRM environment can be migrated to the new Microsoft Dynamics 365 solution. The assessment determines how they will be addressed by the target upgrade version. You need to develop a assessment report which explains to the customer the degree of fit of upgraded Microsoft Dynamics 365 Solution to key business process and develop a deep gap analysis for 1-2 key processes as an example of the upgrade process and the implementation of the upgraded solution. Also, work with customer IT department to assess the custom work included in the customer current implementation and assess new out-of-the box functionalities that can replace custom code that might not fit with the upgraded solution or complex to maintain.
Functional Assessment Workshop
We recommend delivering an interactive workshop to review the business processes and understand better requirements for a future solution as well as identifying challenges of the current environment that might be solved with OOB functionalities of the current version. Workshop agenda should be structured by business process areas and include BDMs.
Though you only required to have a full fit-gap and solution blue print fro couple of exemplary process, assessing more processes and documenting them will help you to better assess the scope of the upgrade deployment engagement and set the right expectations with the customer.
Customer Responsibilities
Provide an overview of all key business processes implemented in current solution and expectation from the current version of Microsoft Dynamics 365
Provide documents giving an overview of the current implementation e.g. Solution Blue Print/ Solution Design Document.
Ensure presence of key Business and IT Stakeholders
Communicate any key drivers/ challenges in current implementation which needs to be taken care of after the upgrade/migration
Partner Responsibilities
Understand the customer business context and key processes implemented in current solution
Provide high level feedback on fit/gap of the processes against Microsoft Dynamics 365
Use the input from the customers on business process and provide a walkthrough of impact of moving these processes to the latest version of Microsoft Dynamics 365
Develop Functional Assessment Report
Assessment Report
The report should include findings from the fit-gap analysis and general assessment of the degree of fit of the suggested upgraded solution to the customer's business goals and existing and future processes, an evaluation of the existing implementation for 1-2 processes and how they will be implemented with the upgraded solution, and an explanation of the benefits of upgrading by business process or requirement. It should also include some recommendations on of the new OOB functionalities and features that can replace custom code.
For report template capture:
Identified upgrade challenges
risks involved,
Outline of upgrade approach for the solution
Optional key upgrade scenarios and analysis of them
Propose options for data upgrade

11. Developing Upgrade Implementation Plan
Days 11-15
Activities
Implementation Plan
Your implementation plan should include the following components:
Prime considerations for the technical and functional upgrade
Proposed solution architecture
Proposed implementation approach
Proposed integration approach; in-scope and out-of-scope integrations
In-scope process and role upgrades
OOB functionalities to be adopted for customization replacement
scope assessment including resource allocation, hardware and licensing requirements and cost estimate
Timeline
Anticipated risks and challenges
Next steps
Refer to the deliverable template for examples.
For report template capture:
Identified upgrade challenges
risks involved,
Outline of upgrade approach for the solution
Optional key upgrade scenarios and analysis of them
Propose options for data upgrade

12. Validate Customer Benefits with a Proof of Concept
Days 11-15
Activities
Based on your customer’s business requirements defined in the Workshop, perform a limited PoC implementing 1-2 business processes you have identified in the previous phase and assess the degree of fit of the solution to them. In order to show case the benefits of the upgraded solution you are required to migrate actual customer data to the PoC environment and implement limited numbers of users and records so the you can validate the suitability of the new solution.
It is recommended to use Microsoft Dynamics 365 Online for the PoC. The PoC can also be left behind for the customer to use for continued testing and support for gathering stakeholder buy-in. Migrating few process to the Online environment can also help the customer to assess:
What it will take to migrate their whole solution to the cloud as part of the upgrade plan
Assess if they interested in additional engagement – Migrating to Microsoft Dynamics 365 Online
Assess the fit of the Online solution to their business requirements and goals and consider the different implementation options for the upgraded solution
The scenarios below are the recommended to showcase the highly beneficial solutions and functionalities of Microsoft Dynamics 365 and best show case recent advances to the Microsoft Dynamics 365 solution. Customize the PoC according to the assessment results, customer requirements, and vision to best demonstrate the solution benefit. You may choose to demonstrate different scenarios based on your customers needs, but you must explain your choice in the Final Report.
For report template capture:
Identified upgrade challenges
risks involved,
Outline of upgrade approach for the solution
Optional key upgrade scenarios and analysis of them
Propose options for data upgrade
Sales by Microsoft Dynamics
Planning and management
Account and opportunity management
Social and market insights
Collaborative selling
Mobile sales
Sales analytics
Microsoft Dynamics marketing
Transform mass marketing into one-to-one engagements with marketing resource, lead management tools
Drive desired outcomes by initiating the next best action with multi channel campaigns, marketing analytics and social marketing
Service by Microsoft Dynamics
Cross-channel service
Agent enablement with single unified experience
Self service with customized online support portal
Social care engaging customers through social channels on their terms
Service analytics
Microsoft social engagement
Social listening
Social analytics
Social engagement
Social CRM
Parature from Microsoft
Knowledge management - consistent messaging, combine silos, accessible to all
Self-service portal - reduce repetitive inquiries and drive down support costs
Multi-channel engagement w/ unified support channel

13. 2/26/2018
Tools & Resources
© 2012 Microsoft Corporation. All rights reserved. Microsoft, Windows, and other product names are or may be registered trademarks and/or trademarks in the U.S. and/or other countries.
The information herein is for informational purposes only and represents the current view of Microsoft Corporation as of the date of this presentation. Because Microsoft must respond to changing market conditions, it should not be interpreted to be a commitment on the part of Microsoft, and Microsoft cannot guarantee the accuracy of any information provided after the date of this presentation. MICROSOFT MAKES NO WARRANTIES, EXPRESS, IMPLIED OR STATUTORY, AS TO THE INFORMATION IN THIS PRESENTATION.

14. Tools & Resources Planning Services
2/26/2018
Tools & Resources
What Changed in Microsoft Dynamics 365
Upgrade Scripts to Microsoft Dynamics
Deploying and administering Microsoft Dynamics 365 Online and Microsoft Dynamics
Microsoft Dynamics 365 Spring 2016 Wave Release Preview Guide
Microsoft Dynamics Resource Guide 2016
What’s new (all features)
What’s new for end users
What’s new for admins and customizers
Field service -CRM field service guide
Project service -CRM project service automation guide
Dynamics 365 portals - Administrator’s Guide to portal capabilities for Microsoft Dynamics 365
Mobile offline - Configure the new mobile offline experience
Power BI - Embed Power BI tiles on a dashboard
Development for Microsoft Dynamics Marketing
Social Engagement Help & Training
What's new in Microsoft Social Engagement
Parature - Set up knowledge management in Microsoft Dynamics 365
CRM Online vs on-premises features FAQ
YouTube Videos
Planning Services
Partner Eligibility Requirements
© 2012 Microsoft Corporation. All rights reserved. Microsoft, Windows, and other product names are or may be registered trademarks and/or trademarks in the U.S. and/or other countries.
The information herein is for informational purposes only and represents the current view of Microsoft Corporation as of the date of this presentation. Because Microsoft must respond to changing market conditions, it should not be interpreted to be a commitment on the part of Microsoft, and Microsoft cannot guarantee the accuracy of any information provided after the date of this presentation. MICROSOFT MAKES NO WARRANTIES, EXPRESS, IMPLIED OR STATUTORY, AS TO THE INFORMATION IN THIS PRESENTATION.

15. Planning Services PROGRAM REQUIREMENTS
2/26/2018
Planning Services PROGRAM REQUIREMENTS
© 2012 Microsoft Corporation. All rights reserved. Microsoft, Windows, and other product names are or may be registered trademarks and/or trademarks in the U.S. and/or other countries.
The information herein is for informational purposes only and represents the current view of Microsoft Corporation as of the date of this presentation. Because Microsoft must respond to changing market conditions, it should not be interpreted to be a commitment on the part of Microsoft, and Microsoft cannot guarantee the accuracy of any information provided after the date of this presentation. MICROSOFT MAKES NO WARRANTIES, EXPRESS, IMPLIED OR STATUTORY, AS TO THE INFORMATION IN THIS PRESENTATION.

16. Program Requirements Partner organizations must:
2/26/2018
Program Requirements
Partner organizations must:
Gold competency in Customer Relationship Management (CRM); or
Silver or gold competency in Cloud Customer Relationship Management
Become an approved provider of Dynamics Deployment Planning Services (DYDPS)
See more detailed requirements here
Microsoft Dynamics 365 customers should:
Own Microsoft Dynamics 365 licenses
Have Software Assurance points available to use for Planning Services
Be interested in upgrading to the latest version of Microsoft Dynamics 365
Enable the partner to access relevant data for project success
© 2012 Microsoft Corporation. All rights reserved. Microsoft, Windows, and other product names are or may be registered trademarks and/or trademarks in the U.S. and/or other countries.
The information herein is for informational purposes only and represents the current view of Microsoft Corporation as of the date of this presentation. Because Microsoft must respond to changing market conditions, it should not be interpreted to be a commitment on the part of Microsoft, and Microsoft cannot guarantee the accuracy of any information provided after the date of this presentation. MICROSOFT MAKES NO WARRANTIES, EXPRESS, IMPLIED OR STATUTORY, AS TO THE INFORMATION IN THIS PRESENTATION.