FastTrack customer success service

FastTrack for model-driven apps in Dynamics 365 (such as Dynamics 365 Sales and Dynamics 365 Customer Service) is our customer success service. It is designed to help you move to Dynamics 365 smoothly and confidently so you can realize business value faster. When you participate in the FastTrack program, you receive guidance on best practices and how to plan for successful rollouts. You also learn ways to enable new users and expand capabilities—all at your own pace. Additionally, you have access to Microsoft engineering resources committed to make your experience with Dynamics 365 a success.

Eligibility

Dynamics 365 Applications Revenue Service and Content
Dynamics 365 Fasttrack
Business Process Applications
  • Dynamics 365 Sales
  • Dynamics 365 Customer Service
  • Dynamics 365 Marketing
  • Dynamics 365 Field Service
  • Dynamics 365 Project Service Automation
Combined annual adjusted
revenue of $300,000 or more
Technical talks Workshops Workshop follow-ups Dedicated Fasttrack engineering resources
All included All included All included All included

Overview

During FastTrack engagements, the Dynamics FastTrack engineering team will offer customers opportunities to get practical guidance on cloud deployment, help with usage and adoption, and assistance in removing blockers during implementation through the following interactions:

  • Technical talks focus on providing technical depth and best practices that empower both customers and partners with more knowledge specific to the subject areas. These talks often provide an overview of available tooling or content.

  • Workshops are interactive and outcome-based activities, and might involve automation and tooling. Customers and partners can provide input prior to the workshops and customize them for their engagements.

  • Regular touchpoints are typically 30-minute calls that continue throughout the duration of the engagements. Small technical proof points are sometimes provided to help remove customer roadblocks.

All sessions are delivered remotely by the FastTrack engineering team. We have time zone-based resources to cover major markets in the Americas, EMEA, and APAC.

Onboarding services

FastTrack for Dynamics 365 offering

FastTrack for model-driven apps in Dynamics 365

As part of core FastTrack engagements, FastTrack Center will provide customers and partners with guidance based on project need. These topics are subject to change.

Legend:

  • (T) Tech Talk
  • (W) Workshop
INITIATE
Regular Touchpoints
DESIGN

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BUILD

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DEPLOY

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OPERATE

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(W)
Initiation Service

(W)
Federation Services

(T)
Driving User Adoption

(W)
Getting the Most out of Dynamics 365 service

(T)(W)
Tenant Administration and Operation Services

(T)(W)
Gamification

(T)(W)
Field Service

(T)(W)
Project Service Automation

(T)
Application Lifecycle Management Services

(T)(W)
Solution Development Services

(T)(W)
Performance Optimization Service

(T)(W)
Data Migration Services

(W)
User Adoption Assessment

(W)
User Experience Assessment

(T)(W)
Performance Optimization Service

(T)(W)
Data Migration Services

(W)
User Experience Assessment

Core onboarding services

Initiation services

Initiation services are designed to help potential customers with the service offerings from FastTrack for Dynamics 365 Sales, Dynamics 365 Customer Service, Dynamics 365 Field Service, and Dynamics 365 Project Service Automation. These services are provided to qualified customers who want to learn more about FastTrack. The Microsoft FastTrack engineering team will be available to answer questions about FastTrack.

These services focus on:

  • Guided tour through each module of Dynamics 365 Sales, Dynamics 365 Customer Service, Dynamics 365 Field Service, and Dynamics 365 Project Service Automation, and the several key horizontal capabilities.

  • What’s new in Dynamics 365 and help in providing customers with resources and guidance to plan and get the most out of Dynamics 365.

  • Understanding your project scope and goals in alignment with Dynamics 365 service capabilities.

FastTrack Checkpoints

Checkpoints enable our customers to understand how well they’re doing at specific stages of their project by assessing the effectiveness of their strategy and preparedness to tackle the next stage of their deployment.

The way we achieve this is by running with our customers a checkpoint session with questions that are based on deployment best practices and key learnings we have had in the past.

Checkpoints bring together a set of best practices, tools, and resources to help improve your overall Dynamics 365 experience and make your journey to Dynamics 365 successful.

Integration Architecture

Dynamics 365 is usually the core system for managing your customers and many of the business processes are designed around your customers, which means we often see the need to integrate Dynamics 365 with other line-of-business applications, both online and on-premises.

Dynamics 365 Integration Architecture TechTalk provides an overview of the available patterns and technologies for integrating Dynamics 365 while exploring common integration scenarios we come across in our implementations.

  • Get an understanding of the available options for integrating Dynamics 365.
  • Explore the products and services that can help simplify and speed up the integration with your line-of-business applications.
  • Become aware of various low-code, no-code Azure-based technologies that can be used for integration.
  • Discuss common business scenarios for integrations and the factors to be taken into consideration.
  • Learn about integration performance and security.

Tenant administration and operations services

Tenant administration and operations services are designed to help customers accomplish common administrative tasks necessary to get users into the system and become productive.

The Microsoft FastTrack engineering team will help customers learn how to:

  • Add users and grant permissions.

  • Schedule upgrades.

  • Use sandboxes for testing.

  • Manage email communication from the service.

  • Configure integrations to other Office 365 services.

  • Implement security modeling of Dynamics 365 Sales, Dynamics 365 Customer Service, Dynamics 365 Field Service, and Dynamics 365 Project Service Automation.

Federation services

Federation services are designed to help customers integrate a directory with the cloud.

Microsoft makes federation services available to all qualified customers of FastTrack for Dynamics 365 Sales, Dynamics 365 Customer Service, Dynamics 365 Field Service, and Dynamics 365 Project Service Automation through FastTrack for Office 365. The FastTrack for Office 365 engineering team will help guide you through how to integrate your directory service with these applications. The services are provided remotely by the FastTrack for Office 365 engineering team, and will be scheduled in available time windows.

Performance optimization services

Performance optimization services are designed to help customers optimize solution performance of Dynamics 365 Sales, Dynamics 365 Customer Service, Dynamics 365 Field Service, and Dynamics 365 Project Service Automation.

The Microsoft FastTrack engineering team will help customers learn the best practices to optimize performance for implementation.

These services will provide guidance and best practices on how to:

  • Improve your code.

  • Identify network bottlenecks and expensive queries.

  • Implement custom indexes.

  • Leverage networking diagnostics tools to evaluate client latency to Dynamics 365 datacenters.

Solution development services

Solution development services are designed to help customers develop solutions based on Dynamics 365 Sales, Dynamics 365 Customer Service, Dynamics 365 Field Service, and Dynamics 365 Project Service Automation.

The Microsoft FastTrack engineering team will help customers with guidance on configuring and customizing a maintainable and performance-oriented solution based on Dynamics 365 Sales, Dynamics 365 Customer Service, Dynamics 365 Field Service, and Dynamics 365 Project Service Automation. In addition, they will provide you with learning sessions, workshops, and resources that will help you decide how and when to leverage the configuration or customization to take full advantage of these applications for your business.

These services will provide guidance and best practices on how to:

  • Configure entities, relationships, business process flows, business rules, and workflows.

  • Customize plug-ins, integrations, JavaScript, and custom actions.

  • Create a maintainable solution in the cloud.

Application lifecycle management (ALM) services

ALM services are designed to help manage solutions using solution management features and ALM techniques.

These services will provide guidance and best practices on how to:

  • Use solution management features such as import, export, patch, and clone.

  • Tell the difference between solution types and how to merge and resolve conflicts.

  • Organize a team to develop solutions.

  • Store solution components in a source control system.

  • Automate deployments in the ALM process.

Data migration services

Data migration services are designed to help migrate selected data to Dynamics 365 Sales, Dynamics 365 Customer Service, Dynamics 365 Field Service, and Dynamics 365 Project Service Automation.

Microsoft makes data migration guidance and tools available to all eligible Dynamics 365 customers. The Microsoft FastTrack engineering team will educate you on tools and pitfalls for importing data into Dynamics 365 Sales, Dynamics 365 Customer Service, Dynamics 365 Field Service, and Dynamics 365 Project Service Automation. Additionally, they can help you use these tools to import your data. They can explain what different fields are in the entity model of Dynamics 365 Sales, Dynamics 365 Customer Service, Dynamics 365 Field Service, and Dynamics 365 Project Service Automation, but they will not create the mapping between your source system and these applications.

App-specific onboarding services

Portal workshop

Dynamics 365 Portals Tech Talk and Workshop is designed to help customers with an overview of the Dynamics 365 Portals offering and platform. It provides deeper guidance and best practices on:

  • The different types of portal templates that can be deployed for easier configuration and customization.

  • How to deploy and manage portals.

  • Basic customization.

  • Identity of and access to Dynamics 365 records through Dynamics 365 Portals technology.

Mobile Tech Talk

Mobile Tech Talk and Workshop for Dynamics 365 was designed to provide customers with a detailed overview of features and usage for the Dynamics 365 for phones and Dynamics 365 for tablets apps. Guidance and best practices will be provided for the following areas:

  • An overview of the mobile app.

  • Mobile strategy—what should be considered before deciding to go mobile.

  • Setup and configuration of the mobile app.

  • The Mobile Security options and differences between them.

  • Summary of the key takeaways and what should be considered for each stage of the deployment.

Onboarding services for Dynamics 365 Project Service Automation

Onboarding services for Dynamics 365 Project Service Automation will help customers understand the potential of the solution and develop the implementation plan to leverage the functions to best manage sales, resourcing, service delivery, and billing of their client-facing projects.

These services will provide guidance and best practices on how to:

  • Leverage the key solution capabilities of Project Service Automation.

  • Enable the interoperability across Project Service Automation, Office 365, and the rest of the Dynamics 365 app portfolio.

  • Configure Project Service Automation functionalities to meet the needs of customers’ businesses.

Onboarding services for Dynamics 365 Field Service

Onboarding services for Dynamics 365 Field Service will help customers understand the potential of the solution and develop an implementation plan to leverage the functions to meet their business needs.

These services will provide guidance and best practices on how to:

  • Best leverage the functionality to manage a mobile workforce, orders, inventory, billing, and analytics that meets business needs.

  • Adopt the core process flows of the field service application from a role-based perspective.

  • Implement unique field service business processes in the application.

Adoption and Gamification Services for Microsoft FastTrack for Dynamics 365 Sales, Dynamics 365 Customer Service, Dynamics 365 Field Service, and Dynamics 365 Project Service Automation

Adoption services will help customers understand the key motivations to drive adoption and introduce key assessments, tools, and guidance to realize business value through usage.

These services will provide guidance and best practices on how to:

  • Understand the key areas that impact the organization’s capabilities to drive user adoption.

  • Leverage out-of-box gamification capabilities to drive user engagement.

  • Identify solution components impacting user adoption.

  • Discover key areas to improve performance and usability.

  • Use existing tools and content—for example, customized training and adoption kit to drive adoption.

  • Measure the progress and success of user adoption and realize business value.

Dynamics CRM on-premises to Dynamics 365 migration

Microsoft provides guidance on migrating your CRM On-Premises database to Dynamics 365 apps and Common Data Service. We provide guidance in the form of tools and documentation and by performing configuration tasks where applicable and feasible. This is available for all eligible customers with Dynamics 365 services who are invited into the program.

The FastTrack Center benefit includes providing guidance with source environment migration to Dynamics 365 apps and Common Data Service.

Note

  • Data migrated through the FastTrack services may be transferred to, stored, and processed anywhere that Microsoft maintains facilities (except as otherwise provided for your particular FastTrack engagement). The FastTrack services aren’t designed or intended for data subject to special legal or regulatory requirements.
  • In order to perform the migration, your source environment must be a version of CRM 2011, CRM 2013, CRM 2015, or CRM 2016, and SQL Server must be a version of SQL 2008, SQL 2012, SQL 2014, or SQL 2016, whereas CRM and SQL versions must be aligned with the documented supportability statements.
  • Unforeseen issues (including but not limited to unreadable or corrupt items in the source environment) may prevent some items from being migrated.
  • It is the customer’s responsibility to perform the mitigation/fixing of unsupported customizations or SQL-level changes that may block the database migration via this method.

The following table describes what's expected for migration in your existing source environment.

Activity Source environment expectation
Dynamics 365 Online migration
  • CRM on-premises versions supported—CRM 2011, CRM 2013, CRM 2015, CRM 2016.
  • SQL Server versions supported—SQL 2008, SQL 2012, SQL 2014, SQL 2016.
  • CRM and SQL versions must be aligned with documented version supportability statements.
  • SQL data to be in only one .mdf and one .ldf file.
  • Users belong to a single domain.
  • Other SQL prerequisites will apply once the migration project starts; these can be handled as migration progresses.

Migration to Common Data Service

Enable to migrate

If you use Microsoft to migrate your data, we might provide guidance to enable both Common Data Service and the source environment for migration. Depending on the source, we might perform various enable steps. We provide guidance for you by using a combination of tools and documentation and by performing configuration tasks where applicable and feasible.

You need to provide appropriate access and permissions to Microsoft to perform some activities.

Migration policy and steps

  • The technical migration orchestration is carried out through tooling hosted in the Dynamics Lifecycle Services portal. Microsoft will make the Dynamics Lifecycle Services portal available to you in accordance with an agreement to use the migration tooling to manage the migration process.
  • All migrations require appropriate access and permissions to the source environment.

End state

The expected end state after a migration batch includes:

  • CRM environment from appropriately scheduled and eligible sources in the source environment is migrated to Common Data Service.
  • A post-migration report for the migration environment provided by Microsoft.

The expected end state after all migrations are complete includes:

  • Data from the eligible source is migrated to Common Data Service as defined in the following table.
  • The type of data to be migrated depends on the source environment as described in the following table.
Source environment Type of migration What will migrate What won't migrate
CRM On-premises Upgrade and migration
  • All data
  • Ownership
  • Sharing
  • Audit history
  • Metadata
  • Disabled users will not be migrated.
  • Integration code is not migrated.
  • Integrations are not migrated.
  • Outlook sync.
  • Exchange sync.

Microsoft performs the following during migrations:

  • Conduct a migration walkthrough workshop covering the process and approach for the selected migration scenario.
  • Provide prerequisites for assessment and migration tools as applicable for the scenario.
  • Provide prerequisites for migration team access to the source and target environment for the purpose of assessment and migration.
  • Make the Dynamics LCS Portal and the Dynamics CRM On-premises to Dynamics 365 Online Migration Tool available to customers in accordance with the terms and conditions for such usage.
  • Assist in running assessment and migration tools (if applicable).
  • Configure migration infrastructure in preparation for content migration (when applicable).
  • Conduct a limited test migration to validate the migration infrastructure and required prerequisites.
  • Conduct one pilot migration prior to production CRM migration.
  • Provide guidance on migration scheduling for the selected scenario.
  • Participate in migration issues triage and provide guidance on potential remediation options.
  • Provide a final migration report for each migration.
  • Provide post-migration assistance during user acceptance testing up to five days past migration completion.

You perform the following during migrations:

  • Provide project resources recommended for assessment and migration activities. These include:
    • Project management.
    • User acceptance testing (UAT).
    • Admins responsible for source and target content platforms.
  • Provide infrastructure prerequisites for assessment and migration activities (if required).
  • Provide access and permissions to the staging and target environments to Microsoft personnel to perform migration activities (if required).
  • Complete assessment data gathering activities (if applicable).
  • Complete remediation activities outlined in the FastTrack-provided remediation report (if applicable).
  • Provide a migration schedule using FastTrack templates and guidance.
  • Conduct migration quality assurance and user acceptance testing.
  • Conduct post-migration remediation (if applicable).
  • Plan and implement change management and user communications (if applicable).
  • Administrate and configure any changes to the source system and devices required for successful completion of assessment and migration activities.

Note

Migrations only use accounts that adhere to security requirements defined during onboarding. If you don’t use such accounts, you might experience migration delays.

See also

FastTrack for Dynamics 365