Project 3 Requirements - 12062021-dynamics365-uta/12062021-batch-repo GitHub Wiki

P3 Project Requirements

Field Service

  • Follow standard Field Service LifeCycle.
    • Demand Generation, Schedule and Dispatch, Service Completion, Review/Signoff, Backoffice Support
  • Perform maintenance on your equipment (Assets) in the field
  • Create work orders
    • Use Templates Functionality
      • Includes work order products
    • Services, and
    • Tasks
  • Implement Universal Resource Scheduling
    • Be able to schedule repairs
    • Include all Resources and Requirement needed for the Task
  • Implement First-Time Fix Rate (FTFR).
  • You need Field Technicians to dispatch
    • Implement ETA of your Technicians on Truck Roll events including documentation of Windshield Time.

Sales

  • Create BPFs (Business Process Flows)
  • Create and customize entities
    • Including all the standard details of the customer.
    • Store all info in Dataverse as related tables.
  • Implement the entire Sales LifeCycle
    • Lead, Opportunity, Quote, Invoice, get feedback/customer follow-up.

Customer Service

  • Create and manage cases
    • Using Omni-Channel functionality.
  • Create and manage Queues for managing cases and calls.
    • Implement Entitlement levels for different customer types.
  • Customer Service Insights
    • Utilize all insights functionality
    • Email and call interactions
    • Follow-up functionality.
    • Be able to explain how this is useful to the client and in P3 Showcase.
  • Utilize Activities
  • Utilize SLAs (Service Level Agreements)
  • Create and customize dashboard
  • Create BPFs

Marketing

  • Create and customize entities
    • Including all the standard details of the customer.
    • Store all info in Dataverse in related tables
  • Create a Marketing Strategy
    • Includes customized email
    • Phone Cold-Calling
    • Utilize BPFs
    • Teams Meetings
  • Create Marketing Segments
  • Create Marketing Lists
  • Event Generation and Capture
  • Marketing Forms and Pages
    • Both custom and Template
  • Marketing Insights
    • Customer engagement and feedback
    • Email interaction
    • Sites visited
    • Anything else useful
    • Be able to explain the benefit of insights.
  • Create and customize dashboards

Scenario #1:

Banks have to manage their ATMs spread across the cities, states, etc. These ATMs need to be monitored and checked on a regular basis. Whenever ATMs get vandalized or damaged, it should be reported immediately and fixed. As a standard, banks schedule inspection for all ATMs. PowerApps solutions help the inspectors with a list of ATMs. Inspectors can find any specific ATM or find the ATMs near their current location. Once located, they can start inspecting the ATM. During inspection, PowerApps provides a standard checklist mentioning various steps in the inspections such as

  • inspect from outside
  • inspect the signage
  • inspect from inside

Inspectors fill the checklist and log any issues found. Users can even take a picture of the actual issue and mention it in the notes. The above functionality is for field inspectors, this data can be saved in SharePoint or any other business application as per the current application environment. This data is further analyzed and, based on the issue types and location, the issue is assigned to the service agent for resolution. Within the app, the service agent can see the issues assigned to him, can locate the ATM, fix the issue, can add notes and close the issue. If a analysis is needed for the case, we can even use PowerBI and show the analysis on PowerApps. This analysis can help the bank in various ways such as to identify the areas where vandalism is more common and take precautionary measures.

Scenario #2:

Banks have many visitors everyday, their appointments need to be managed. The bank will have a Sales strategy to offer specialty loans, credit cards, benefits for account holders, benefits for opening new accounts, etc. Every bank has customers visiting for various services. Bankers and Customer care representatives are assigned to these customers to address their needs. This can be accomplished with PowerApps. PowerApps can be integrated with Dynamics CRM where customer information is stored and when someone visits the bank, customer care representative can see the complete profile of the visitor. A list of Bankers would be displayed with time slots available and areas of specialization. Based on this information, the appropriate banker can be assigned to the visitor and both would be informed of the appointment schedule and basic details. A visitor would receive an SMS message about the appointment time with a reminder. A bank account rep would receive a notification as well. This would help banks to achieve a higher customer satisfaction rate when they visit the bank.