Training
Dynamics CRM provides a wide range of functionality out of the box and it is essential that key users and stakeholders understand what is possible before you start to build new functionality. I am strongly of the opinion that the simplest of deployments, centralised storage of business contacts and organisations with email tracking switched on delivers highly significant benefits with almost no customisations at all. One of the problems that consultants and partners face is that customers are focussed on very specific areas of customisation and integration without even considering what the foundations of the product brings. I have experienced signifcant changes of view by customers when key users are trained in the basic functionality of Dynamics CRM and this has influenced the way in which the solution was designed. Interestingly, in most cases, these key users haven't seen the functionality and had a chance to consider how out of the box functionality will provide efficiencies before high end customisation is considered. It is signficant that the SureStep methodology introduces this activity early on in the project activities and I implore consulants, clients and partners - get your key users in front of out of the box functionality early. Need help -
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Testing
As CRM begins to become more established as an Enterprise tool, partners will increasingly have to become more sophisticated in their methods of testing. This short article points out the areas you as a consultant or end user should be concerned with.
1. Make test cases part of your Business Analysis - don't leave it until after Business Requirements are signed off.
2. Make sure you have a system test environment that is reflective of the clients network environment
3. Do not mix and match versions and updates from development to system test environments
4. For performance testing, push to use the Microsoft CRM performance toolkit - you will find difficulties with other applications (such as HP LoadRunner).
5. For regression testing we would suggest you use a tool like HP Quick Test Professional - this will allow you to quickly re-run tests
6. For performance testing you will require an environment as close to production standards as possible. Remember that with AD authentication being a key component you should be testing on the corporate AD network.
7. Many transactions within CRM can be timed based on their created on and modified on date and time stamps.
8. You will require rigorous standards for testing, remediation and re-testing - use a formal system for storing and updating test issues
The critical issue here is to tackle testing as early as possible understanding in detail how the client will use the product in day to day business.