FastTrack customer success service

FastTrack for Dynamics 365 is our customer success service 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 will receive guidance on best practices and how to plan for successful rollouts. You will also learn ways to enable new users and expand capabilities – all at your own pace. Additionally, you will have access to Microsoft engineering resources committed to make your experience with Dynamics 365 a success.

Eligibility

FastTrack Eligibility

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 and/or content.

  • Workshops are interactive and outcome-based activities, and may 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 Onboarding Services

Core onboarding services

Initiation services

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

These services focus on:

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

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

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

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 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 for Sales, Dynamics 365 for Customer Service, Dynamics 365 for Field Service, and Dynamics 365 for Project Service Automation

Federation services

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

Microsoft makes federation services available to all qualified customers of FastTrack for Dynamics 365 for Sales, Dynamics 365 for Customer Service, Dynamics 365 for Field Service, and Dynamics 365 for 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 for Sales, Dynamics 365 for Customer Service, Dynamics 365 for Field Service, and Dynamics 365 for Project Service Automation.

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

These services will provide guidance and best practices on:

  • Improving your code

  • Identifying network bottlenecks and expensive queries

  • How to implement custom indexes

  • Leveraging 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 for Sales, Dynamics 365 for Customer Service, Dynamics 365 for Field Service, and Dynamics 365 for Project Service Automation.

The FastTrack engineering team will help customers with guidance on configuring and customizing a maintainable and performance-oriented solution based on Dynamics 365 for Sales, Dynamics 365 for Customer Service, Dynamics 365 for Field Service, and Dynamics 365 for 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

  • Customization of plug-ins, integrations, JavaScript, and custom actions

  • How to create a maintainable solution in the cloud

Application Lifecycle Management (ALM) services

ALM services are designed to help managing 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

  • The differences between solution types and how to merge/resolve conflicts

  • How to organize a team to develop solutions

  • How to store solution components in a source control system

  • How to automate deployments in the ALM process

Data migration services

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

Microsoft makes data migration guidance and tools available to all eligible Dynamics 365 customers. The FastTrack engineering team will educate you on tools and pitfalls for importing data into Dynamics 365 for Sales, Dynamics 365 for Customer Service, Dynamics 365 for Field Service, and Dynamics 365 for 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 for Sales, Dynamics 365 for Customer Service, Dynamics 365 for Field Service, and Dynamics 365 for Project Service Automation, but they will not create the mapping between your source system and these applications.

App-specific onboarding services

Onboarding services for Dynamics 365 for Project Service Automation

Onboarding services for Dynamics 365 for 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, resources, 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

  • How to enable the interoperability across Project Service Automation, Office 365 and the rest of Dynamics 365 app portfolio

  • How to configure Project Service Automation functionality to meet the needs of customers’ business

Onboarding services for Dynamics 365 for Field Service

Onboarding services for Dynamics 365 for Field Service will help customers understand the potential of the solution and develop the 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 mobile workforce, orders, inventory, billing, and analytics that meets business needs

  • How to adopt the core process flows of the Field Service application from a role-based perspective

  • How to implement unique Field Service business processes in the application

Adoption and Gamification Services for Dynamics 365 for Sales, Dynamics 365 for Customer Service, Dynamics 365 for Field Service, and Dynamics 365 for 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:

  • What are the key areas that impact the organization’s capabilities to drive end user adoption

  • How to leverage out-of-box gamification capabilities to drive end user engagement

  • How to identify solution components impacting user adoption

  • How to discover key areas to improve performance and usability

  • How to utilize existing tools and content, for example, customized training and adoption kit to drive adoption

  • How to measure the progress and success of user adoption and realize business value

Dynamics CRM on-premises to Dynamics 365 migration

Microsoft provides guidance on steps for data migration to Dynamics 365 Customer Engagement. We provide guidance for you by offering a combination of tools and documentation and by performing configuration tasks where applicable and feasible. This is available for all eligible customers with Dynamics 365 services for Customer Engagement Online who are invited into the program.

The FastTrack Center benefit includes providing guidance with source environment migration to Dynamics 365 Customer Engagement online.

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.
  • If migration is required, your source environment must be a version of CRM 2011, CRM 2013, or CRM 2015, and SQL Server must be a version of SQL 2008 or SQL 2012.
  • Unforeseen issues (including but not limited to unreadable or corrupt items in the source environment) may prevent some items from being migrated.

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
  • SQL Server vVersions supported – SQL 2008, SQL 2012
  • SQL data to be only in one mdf and one ldf files
  • Users belong to a single domain

Migration to Dynamics 365 for Customer Engagement

Enable to migrate

If you use Microsoft to migrate your data, we may provide guidance to enable both Dynamics 365 for Customer Engagement and the source environment for migration. Depending on the source, we may 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 through tooling hosted in the Dynamics Lifecycle Services portal. Microsoft will make the Dynamics LifeCycle Services portal available to you pursuant to the terms of such usage to utilize the migration tooling to orchestrate 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 Dynamics 365 (online).
  • 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 CRM is migrated to Dynamics 365 Customer Engagement as defined in the table below.
  • The type of data to be migrated depends on the source environment as described in the table below:
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 the customer pursuant to 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).

Note

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

  • 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 end user communications (if applicable).
  • Administrate and configure any changes to the source system and devices required for successful completion of assessment and migration activities.

See Also

FastTrack for Dynamics 365