Configuring Your Microsoft Crm Organizational Structure(Chapter-6)

Chapter 6: Configuring Your Microsoft CRM Organizational Structure

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CHAPTER 6: CONFIGURING YOUR MICROSOFT CRM ORGANIZATIONAL STRUCTURE Objectives

Actively participating during this lesson helps you:

• Understand how an organizational hierarchy is defined in Microsoft® CRM

• Create and maintain Business Units in Microsoft CRM • Create and maintain Sites in Microsoft CRM

Overview Configuring the organizational structure within Microsoft CRM is the next step to perform after installing Microsoft CRM Server. This starts by creating business units and sites that make up the organizational hierarchy, followed by security roles, then users and teams. This lesson examines how to set up and manage business units and sites. Business units form the foundation upon which the rest of the organizational structure is built. Microsoft CRM provides the flexibility needed so that a business of any size can create a deployment model that closely mirrors its actual organizational structure. Business models may include:

• Single unit organizations • Flat structures • Multi-level, multi-divisional business units • Businesses with subsidiaries

Besides setting up business units, you can also define one or more sites within your organization. A site is the physical location at which a user, facility, or equipment can perform a service activity. Sites can be used within workflow processes, and are a key feature of the Microsoft CRM Service Scheduling module.

Microsoft CRM Installation and Configuration

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Scenario Fabrikam Inc. is a mid-sized manufacturer of various chain products. These include oil field roller chain, precision roller chain, agricultural conveyor chain, and engineering class chain. Although their customer base spans multiple manufacturing industries, their target base includes manufacturers of agricultural machinery. Fabrikam's manufacturing, distribution, and financial operations are run on Microsoft Dynamics GP™. Fabrikam has recently purchased Microsoft CRM to improve their Sales, Marketing, and Customer Service operations.

Problem Fabrikam hired an implementation consultant to lead their Microsoft CRM 3.0 implementation. The company's project planning team performed a complete needs analysis of the company culture, and the consultant analyzed and upgraded the hardware and software environments and installed the Microsoft CRM 3.0 Server and Outlook client software. The project planning team analyzed the following items during its organizational review:

• The locations, departments, and divisions planning to use Microsoft CRM.

• The employees who will use Microsoft CRM. • Each user's security needs relative to the default Microsoft CRM

security roles. • The employees who work together in groups and require shared

access to related records and restricted access to selected views.

Goal The implementation consultant completed the installation of the Professional Edition of Microsoft CRM on a Windows® 2003 Server with 25 Outlook client installs. Now that Microsoft CRM is installed, the consultant must configure the organizational structure in Microsoft CRM, starting with business units and sites.


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Solution The implementation consultant must follow these steps:

• Create an organization chart for Fabrikam Inc. because a current chart does not exist. This task is a joint effort between the consultant and the planning team. During the planning process, it is agreed to include a planned reorganization scheduled for the upcoming year. The reorganization includes the addition of a new sales office in South America to open in 10 months.

• Create business units and sites in Microsoft CRM to reflect the existing organizational structure.

• Create a new South American sales office in Microsoft CRM and disable it until it is ready to open.

• Create a site to reflect the new South American service center coming online in 10 months.


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Business Units When defining your organizational structure in Microsoft CRM, create the top organization and underlying business units first, followed by the functional regions, branches, departments, and other sectors that divide the company into its existing reporting structure.

The Importance of Business Units Business units provide the framework upon which you configure the remaining components of a Microsoft CRM deployment. Because of their importance, take care in correctly defining your organizational hierarchy in Microsoft CRM. The areas in which business units play an integral role in a Microsoft CRM deployment include the following:

• User management (for example users, managers, and teams) • Security (for example data access) • Reporting

When planning a Microsoft CRM deployment, start with a current organization chart if one exists. If an organizational chart does not exist, consider creating one before entering your business units in Microsoft CRM. Clearly understanding the reporting and security structure within your business units is necessary to correctly define your organizational hierarchy. The core components of a Microsoft CRM organizational hierarchy include the following:

• The Root business unit • All other business units

Root Business Unit The root business unit is the top-level node of the Microsoft CRM organizational hierarchy. This may be the corporation or holding company of all business units in the organization. The root business unit has the following characteristics:

• There is only one root business unit in Microsoft CRM. • The root business unit is automatically created by the Microsoft

CRM Server Setup program. • The name of the root business unit cannot be changed. • The root business unit cannot be deleted or disabled. • The root business unit cannot be assigned a parent business unit.


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FIGURE 6-1: ROOT BUSINESS UNIT

Example − the Microsoft CRM Sample Data When you load the Microsoft CRM sample data as part of the post-installation tasks, the following organizational structure is created in Microsoft CRM. In the classroom training exercise, the sample data was loaded for the Adventure Works Cycle Corporation, which is the root business unit in Figure 6-2.

FIGURE 6-2: ADVENTURE WORKS CYCLE ORGANIZATIONAL STRUCTURE


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All Other Business Units A business unit is any part of an organization under the root business unit.

• Business units may include a subsidiary, division, or department. • All business units must be parented by either the root business unit

or another business unit. • A parent business unit is one that has additional business units

reporting to it in the hierarchy. Because the root business unit is the top-most business unit in any organizational hierarchy, it cannot be assigned a parent business unit. However, all other business units in the hierarchy must have a parent. EXAMPLE: In Figure 6-2, Adventure Works Cycle is the parent business for the Channel Sales & Marketing division, Service division, and Customer Care division. Channel Sales & Marketing is the parent business unit for Channel Field Sales, and Channel Field Sales is the parent to the Western Region, Central Region, and Eastern Region business units.

Business units (other than the root business unit) have the following characteristics:

• The name of a business unit cannot be changed. • A business unit cannot be deleted. • A business unit can be disabled. • A parent business unit must be assigned to all business units (other

than the root business unit).

FIGURE 6-3: BUSINESS UNIT MAINTENANCE RESTRICTIONS


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Be Careful Creating Business Units When you create a business unit in Microsoft CRM, type the name of the business unit exactly as you want it to appear throughout the application. You cannot change the name of a business unit, delete a business unit, or correct a misspelled name after you save the record. Before you click Save, double-check your work. If you accidentally create a misnamed business unit, your options include the following:

• Accepting the misspelled name in your organizational structure • Disabling the business unit

NOTE: Disabled business units still appear in the business unit views, unless you create custom views to filter them out.

BEST PRACTICE When you create the business units in Microsoft CRM, use the company's existing Organizational Chart as a template. If an organizational chart does not exist, create one before you install Microsoft CRM. It is also important when you create the organization hierarchy that naming conventions, future reorganizations, and any changes that may occur are considered. This can prevent incorrect, misspelled, or erroneous business units from cluttering the application.


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Managing Business Units There are several guidelines to managing business units within Microsoft CRM.

• A business unit can be disabled if it permanently or temporarily ceases operation. This leaves its organizational structure in the Microsoft CRM database for historical purposes.

• Users assigned to a disabled business unit cannot access Microsoft CRM.

• A business unit can be created and intentionally disabled if a reorganization is planned for the future. This allows the business unit to be enabled when the reorganization occurs.

• An organization can be reorganized by simply changing a business unit's Parent business unit.

• All child business units move with the Parent business unit when the Parent business unit is changed.

WARNING: Although users assigned to a disabled business unit cannot access Microsoft CRM, no data associated with the business unit is deleted or lost. If a disabled business unit is enabled, each enabled user assigned to that business unit can again access Microsoft CRM.

Procedure: Adding Business Units

1. In the Navigation Pane, click Settings.

2. In the Settings area click Business Unit Settings, and then click Business Units.

3. Create a new business unit, or change the settings for an existing business unit.

a. On the Actions toolbar, click New. b. In the Business Unit form, enter the information that you want

for the new business unit. o On the General tab, enter a Name for the new business unit.

Microsoft CRM fills the Parent Business field with the name of the root business unit. You can also fill in any other fields that you want.

o On the Addresses tab, you can enter information for the business unit's Bill To Address and Ship To Address.


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4. Click Save, Save and Close, or Save and New.

NOTE: The Parent Business Unit field is required for any business units you create. The Root Business Unit is always displayed as the default Parent Business Unit and remains unless you select a different business unit.

WARNING: Double-check spelling and naming of the business unit before saving the record. After the record is saved, the business unit's name cannot be modified nor can the record be deleted. If this occurs, you must accept the error in your organizational hierarchy, or disable the business unit and create a new one with the correct name.

Maintaining Business Units The following maintenance can be performed on business units in Microsoft CRM:

• Change a business unit's parent (for example Reorganizing a business unit)

• Disable a business unit • Enable a business unit

There are two ways to disable and enable a business unit and change its parent:

• On multiple business units at the same time • On an individual business unit basis

Reorganizing Business Units Reorganizing a business unit is a matter of changing a business unit's parent. This changes the reporting relationship for the business unit and all users in that business unit, in addition to all its child business units.

• When a business unit is reassigned to a new parent, all its child business units move with it by default.

• Any clean-up required following a reorganization (for example clean up duplications) must be performed manually either before or after the move.


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Disabling Business Units Disabling a business unit has serious repercussions, especially to the users assigned to the disabled business unit.

• None of the users assigned to a disabled business unit can access Microsoft CRM.

• Disabling a business unit does not unassign the user licenses associated with each user in the business unit, nor does it disable any one of the users.

• Users cannot be assigned to a disabled business unit. • Child business units cannot be assigned to a disabled business unit.

Enabling Business Units Enabling a business unit has serious affects on the users assigned to the business unit.

• All enabled users assigned to a business unit that is enabled can access Microsoft CRM. Any disabled user, which is an unlicensed user in Microsoft CRM, is not enabled when their business unit is enabled.

• If a user is disabled when the business unit was disabled, the user must be enabled before he or she can access Microsoft CRM after the business unit is enabled.

Procedure: Maintaining One or More Business Units at the Same Time In this method, one or more business units on the Business Units' view can be reorganized, disabled, or enabled at the same time.

1. In the Navigation pane, click Settings.

2. In the Settings area click Business Unit Settings, and then Business Units.

3. On the Actions menu, click the action to perform on the selected business units (such as Change Parent Business, Enable, or Disable).

4. Perform the following instructions to change a parent business unit:

a. In the Change Parent Business dialog box, click the Lookup button to the right of the New parent business field.

b. In the Look Up Records dialog box, type several letters of the parent business unit's name in the Find field, and click Go (or leave the Find field blank and click Go to start the list in name sequence).


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c. From the list displayed in Look Up Records, click the name you want and click OK.

d. In the Change Parent Business dialog box, click OK.

5. Click Enable or Disable on the Actions menu to enable or disable a business unit.

a. On the Business Unit Disable (or Enable) Confirmation dialog box, click OK.

Procedure: Maintaining One Business Unit Only In the second method, you can open a business unit and change its parent, or enable/disable the business unit when working within the Business Unit form.

1. In the Navigation pane, click Settings.

2. In the Settings area click Business Unit Settings, then Business Units.

3. From the displayed list, double-click the business unit that needs reorganizing.

4. On the Business Unit form, click the Actions menu.

5. Select the Change Parent Business option to change its parent business unit.

NOTE: You cannot change the parent business unit directly on the form because the Parent Business unit field is read-only. To change the parent business unit, you must access the Actions menu.

a. On the Change Parent Business dialog box, click the Lookup

button to the right of the New parent business field. b. In the Look Up Records dialog box, in the Find field, type

several letters of the parent business unit's name and click Go (or leave the Find field blank and click Go to start the list in name sequence).

c. From the list displayed in Look Up Records, click the name that you want, and click OK.

d. In the Confirm Change Parent Business dialog box, click OK.


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6. Select the Enable or Disable option from the Actions menu if you want to enable or disable the business unit.

NOTE: If the business unit is enabled, the Actions menu only includes the Disable option; conversely, if the business unit is disabled, the Actions menu only includes the Enable option.

a. On the Business Unit Disable (or Enable) Confirmation dialog

box, click OK. When the Confirmation box disappears, note that the status of the business unit (at the lower left corner of the screen) has changed.

b. If you change the status to Disabled, click Close on the Business Unit form. Note that the Save and Save and Close icons on the toolbar are replaced with a Close icon when you disable the business unit. Click the Close icon to close the window.

c. If you change the status to Enabled, click Save or Save and Close on the Business Unit form. Note that the Save and Save and Close icons on the toolbar are replaced with a Close icon when you disable the business unit. Click the Save or Save and Close icon to close the window.


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Sites Business Locations Sites allow an organization to define each of the locations where it conducts business, which may be an office location, warehouse, support center, and so on. Sites play a key role in Microsoft CRM's Workflow functionality, and in the Service Scheduling module. Within Service Scheduling, sites provide the critical element required to schedule service appointments, as well as plan and select resources.

• Each service appointment has a location. • For outbound service calls, it may be where the service provider goes

to the location of the customer. • For inbound service appointments, it may be the office building

where the customer visits for the appointment.

FIGURE 6-4: SITES

Assigning Users to Sites A site is the physical location where a user, facility, or equipment can perform a service activity. When a customer makes an appointment, they can indicate at which site they want to receive the service. Sites also guarantee that all the resources required for a service activity are in the same location.


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As soon as you define the sites within your organization, you can assign the following resources to each site:

• Users employed at each site • Products used, manufactured, or distributed by each site

Sites define the location within a business unit where:

• Each user works • Where a product and/or equipment is used or stored • Service centers are located

EXAMPLE: Adventure Works Cycle has multiple sites across the United States, which means they have users, facilities, and equipment in multiple locations (sites). Adventure Works requires the ability to track each site so that when they schedule a service in New York, they will not have to send a resource from California if there is another resource closer to New York.

This lesson reviews sites because they are one of the elements the User Manager Wizard uses to differentiate groups of users it adds into Microsoft CRM. In lesson 8, Configuring Users and Teams, you will run the User Manager Wizard to enter groups of users into Microsoft CRM. In doing so, you group together users that share the same business unit, site, and security role. This requires that you define your business units, sites, and roles prior to running the User Manager Wizard.

Procedure: Creating Sites

1. In the Navigation Pane, click Settings.

2. Under Settings, click Sites.

3. On the Actions menu, click New.

4. On the General tab, you must enter information in the following boxes:

– Name Enter a meaningful name for the site. This name appears in the list of available sites.

– You can enter contact information for this site, such as phone numbers, fax numbers, and e-mail addresses.

5. On the Addresses tab, you can enter the physical address of the site. If the time zone for the site is different than the rest of the organization, you can change it in the Time Zone list.

6. Click Save or Save and Close.


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Lab 6.1 − Maintaining Business Units and Sites Company: Adventure Works Cycle Corporation

Introduction In this Lab you copy and create security roles in Microsoft CRM. Use the information in the Scenario and Goal Description in the instructions. See the Introduction to Training chapter for information about the two levels of lab instruction and the lab solution in Appendix B.

Scenario During the needs analysis meeting, the company's organizational chart was reviewed and analyzed with the Adventure Works management team. Now that Microsoft CRM has been installed on the server (and the demo data has been loaded), you must modify the hierarchical structure in the application to represent Adventure Works' planned growth.

Goal Description Adventure Works has decided to make the following changes to their Microsoft CRM organizational hierarchy to better reflect their corporate structure:

• Two new divisions are added under the Bicycle Parts business unit: Racing Bicycle Parts and Commercial Bicycle Parts.

• The Bicycle Parts business unit is a division of the Channel Sales and Marketing instead of the Retail Marketing business unit.

• During the implementation of Microsoft CRM, the National Accounts division of Channel Sales & Marketing was created. Even though it was created in the organizational structure in Microsoft CRM, the National Accounts division has not been officially set up within the live corporate structure. It is a future division that will be established in another 3 to 6 months. To assure users or sub-business units are not assigned to the National Accounts division until it is established within the company, disable the business unit.

With their recent expansion, Adventure Works completed construction of new service centers in:

• Dallas, TX • Seattle, WA • Los Angeles, CA • Fargo, ND

Create site records for each of these office locations using the city name as the name of the site.


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Memory allocation adjustment on the Install Server VPC Image If you had to reduce the memory allocation for the Install Server in the Client Setup lab, reset the memory allocation back to its original value.

Challenge Yourself! Instructions

1. Make sure you are logged in as the CRM Administrator on the Install Server image. Open Microsoft CRM by double-clicking the shortcut on your desktop.

2. Create new Racing Bicycle Parts and Commercial Bicycle Parts business units under the Bicycle Parts business unit.

3. Reorganize the Bicycle Parts business unit under the Channel Sales and Marketing business unit.

4. Disable the National Accounts business unit.

5. Make changes requested by Adventure Works to their Site structure per the instructions in the Goal Description.

Need a Little Help? Instructions

1. Make sure you are logged in as the CRM Administrator on the Install Server image. Open Microsoft CRM by double-clicking the shortcut on your desktop.

2. Create the two new business units that report to the Bicycle Parts division as defined in the Goal Description. For help in adding a business unit, see the section titled Procedure: Adding Business Units on page 244.

3. Change the parent business unit of the Bicycle Parts business unit to Channel Sales and Marketing. For help changing a parent business unit, see the section titled Procedure: Maintaining One or More Business Units at the Same Time on page 246.

4. Disable the National Accounts business unit so that no users or sub-business units can be assigned to it. Verify the account is disabled by checking the Inactive Business Units view. For help disabling a business unit, see instructions for maintaining business units on page 247.

5. Create the new Site records for the new Adventure Works service centers. For help adding a Site, see the section titled Procedure: Creating Sites on page 250.


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Summary This lesson reviewed Microsoft CRM business units and sites and examined how to perform the following tasks:

• Add and disable business units • Reorganize an organizational hierarchy • Add sites for each office and service center location

Best Practices There are several best practices to consider when planning and maintaining your organizational hierarchy in Microsoft CRM.

1. It is important that you follow an implementation methodology. This lets you successfully define an organizational hierarchy that includes business units, users, teams, and security roles. The Microsoft CRM Implementation Guide includes implementation planning guidelines to assist you in your planning efforts.

a. The Implementation Guide provides several planning guidelines to help analyze your organizational hierarchy relative to corresponding Microsoft CRM functionality.

b. With regard to business units, the Business Hierarchical form displays the business units that are enabled and their reporting structure.

2. When you develop business units in Microsoft CRM, use an existing

Organizational Chart for the company. It is strongly recommended that you create one if it does not exist, preventing incorrect, misspelled, or erroneous business units cluttering the application.

3. It is important that naming conventions, future reorganizations, and any other organizational changes that may occur are considered when defining the business units in Microsoft CRM.

a. The Implementation Guide provides a sample Organization Hierarchy form that can be used during your planning.

b. Make sure that you double-check spelling and naming of each business unit before saving the record. As soon as the record is saved, the business unit name cannot be modified, nor can the record be deleted.


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Test Your Knowledge − Configuring Business Units

1. What are the three core components of business units?

2. During the installation process, what does the Microsoft CRM server Setup program do related to business units?

3. What are three restrictions when you manage Business Units?

4. True or False. When a Parent Business Unit is moved, no child business units are moved.

5. True or False. When a Business Unit is disabled, users assigned to that business unit are able to access their Microsoft CRM data, but are not able to update it.


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Quick Interaction: Lessons Learned Take a moment and write down three Key Points you have learned from this chapter: 1.

2.

3.


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Configuring Your Microsoft Crm Organizational Structure(Chapter-6)

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