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Information Solutions and Services, service catalogue, Dynamics CRM

Dynamics Customer Relationship Management (CRM)

What is the service?

The Microsoft Dynamics Customer Relationship Management (CRM) online service is a cloud based CRM service to record student, potential student and non-student interactions with University business units.

The CRM is being used to:

• Record and track student, potential student and non-student interactions with Universtiy business units
• Provide a 360 degree view of students during the student lifecycle
• Enable University business units to market the University to existing and potential future students
• Facilitate metrics reporting on University business units workloads
  

Who can use the service?

The CRM service is currently (Jan 2013) being piloted to the Student Information Desk (SID) and the Disability Support Service (DSS)

The service can be delivered to other University business units on request to ISS.  Costs will arise for implementation, training and documentation.

Availability

• The CRM service is hosted in the Microsoft Office365 cloud
• 99.9% uptime per month as per Microsoft SLA
• Scheduled maintenance notices are posted by Microsoft on the CRM overview webpage under the “Planned Maintenance” link if the scheduled maintenance is expected to impact customers’ use of the service, or has a strong likelihood that it will
• The CRM service is available on campus and off campus and on a WiFi connection
  

Technical information

The Microsoft Dynamics CRM online service is a cloud hosted service which resides on the Microsoft Office 365 cloud platform.  The CRM service enables University business units to record and report on interactions with NUI, Galway students, potential students and non-students.

• Prerequisites required for the service

Recommended Browser/OS: Internet Explorer (V7+) running on Windows XP SP3/Win 7 or Win8

Note: Microsoft Dynamics CRM Online supports several commonly used web browsers and operating systems. However, functionality might be unavailable for certain administrative and customization tasks when you use web browsers other than Microsoft Internet Explorer or operating systems other than Windows. Moreover, additional features are unavailable when you run Microsoft Dynamics CRM Online on an iPad.  Therefore, ISS recommend the use of Internet Explorer version 7+ on Windows to ensure access to all CRM features.

Microsoft Dynamics CRM Online for Outlook requirements

Microsoft Office:

• Office 2010
• Office 2007 SP2
  

Setup instructions for users

A user licence is required to access the CRM service, licences are procured by the relevant University office through the NUI, Galway MS Campus programme.  A “user” is defined as a member of University staff who is licenced to access the CRM service.  The cost for a user licence for CRM is €156.48 Ex VAT per annum.  The licence cost for a user licence is charged back to the University business unit.

Users can request a CRM account by logging a ticket in the Service Desk ticketing system.  The CRM account is created by the NUI, Galway CRM administrator.  An automated eMail is generated and sent from the CRM system to the user with the CRM web address, a user name (in the format firstname.surnamenuigcrm.onmicrosoft.com) and a randomly generated password (note: this password must be changed on first login).  Users access the system through a web browser interface with their user name and password from the Microsoft online portal.

Troubleshooting Tips for users

• You must change your CRM password on first login
• Microsoft Dynamics CRM 2011 user guide
  

Related University ICT policies

The CRM service is goverened by the following NUI, Galway ICT policies:

• ICT Regulations
• Data Protection

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