PROJECT SCOPE: Design, configuration and deployment of Microsoft Dynamics 365 CRM, Customer Service. JOB DUTIES / RESPONSIBILITIES (High-Level): Discovery:- Develop business use cases to support the design, development and deployment of the CRM
- Customer Service functionality specifically addressing REPAIRS and RETURNS of product.
- Perform Fit Gap Analysis of CRM to determine out-of-the-box configuration and custom development efforts.
- Develop solution approach and all related phase deliverables
Design/Development:- Develop detailed CRM customer service requirements
- Develop detailed master data and integration requirements
- Establish baseline master data
- Perform CRM customer configuration
- Perform unit testing of CRM configuration and customization
- Perform unit testing of data integration (if so required)
- Perform solution walk-through educating client on CRM customer service capabilities and refining requirements
Deploy- Perform final unit test / facilitate UAT
- Prepare for Go-Live
- Perform solution training and on-going support
REQUIREMENTS (SPECIFY WHETHER REQUIRED OR NICE TO HAVE):Specific job skills:- Experience producing CRM uses cases / business requirements
- Experience of configuring and deploying multiple CRM sales and customer service
- implementations
- Fluent working knowledge of feature/functionality of Dynamics 365 CRM, specifically customer
- service.
Education or training:- Microsoft Dynamics CRM 2016 Customization and Configuration (preferred)
Soft skills:- Strong organizational and communications skills (must)
- Strong facilitation skills
- Level of client facing abilities:
- Strong client facing skills
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Last updated on Jul 11, 2018