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Dynamics 365 Community / Forums / Microsoft Dynamics CRM (Archived) / Typical Support team s...
Microsoft Dynamics CRM (Archived)

Typical Support team size and budget

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Posted on by Community Member

I recently joined an organization that had deployed Dynamics CRM late 2017, (I'm the Director of IT). A few details: ~100 Dynamics CRM users, Outlook 2016, Power BI, with sales team in US and Canada. We had utilized a third party to customize  and assist in the migration, but have limited funding budgeted for future support and enhancements.  The head of sales who spearheaded the purchase and deployment is no longer with the organization.  The new hads of sales and the customer support leadership are looking for a number of enhancements in "phase 2 and 3" of the rollout. I'm trying to determine what I should expect in terms of ongoing support costs, (typical customization, release upgrade, mobile device support, etc). Do organizations of our size typically have an FTE dedicated  to CRM support ?

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    Aric Levin - MVP Profile Picture
    Aric Levin - MVP 30,190 Moderator on at

    Hi Sav,

    This is a little hard question to answer as every organization has different growth requirements and upgrade path of what they intend to do with the CRM systems.

    I have worked with organizations of your size and larger, and one of the things that most of them to is have a different level of support for the different request.

    Maybe think of an escalation procedure. Level 1 of support can take care of basic needs of users (connectivity, outlook client issues, error messages and basic troubleshooting).

    Level 2 of support will take care of the harder to diagnose issue, and Level 3 can be something that cannot be handled within your organization.

    For Level 1, use you internal IT staff. For Level 2 hire a FTE Dynamics 365 Consultant Administrator (mid level) and for Level 3 use your external partner or Microsoft Support.

    This scenario is one option, but there are many other options for you to decide on.

    Also, what kind of support account do you have with Microsoft for them to troubleshoot higher level incidents?

    Hope this helps.

  • Community Member Profile Picture
    Community Member on at

    Thanks for the response. Unfortunately, I didn't inherit "any" MS Support/Services agreement.. Integration that is being asked for (minimal requirements) is integration with Outlook, PowerBI, building about a dozen Internet forms.. Along with the daily end user support of the sales team.

  • Aric Levin - MVP Profile Picture
    Aric Levin - MVP 30,190 Moderator on at

    Hi Sav,

    In that case.

    Level 1 would be daily support of end users.

    Level 2 will deal with Outlook integration, Power BI and building of Internet Forms (I am assuming using portals).

    Level 3 anything that can not be handled by L1 and L2.

    Good luck.

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