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FastTrack Engagement Model
Success by Design Participants
Success by Design Architect
FastTrack
Architect
Customer
Implementation
Team
FastTrack (>$300K projects) FastTrack ($100K - $300K projects)
Success by Design Participants
Success by Design Architect
Partner
Implementation
Team
Partner
Architect
FastTrack
Architect
Customer
Implementation
Team
Partner
Implementation
Team
Partner
Architect
FastTrack
Program Managers
Milestones and Touchpoints
Project Phases• Every project phase is important
• The FastTrack team can help in providing guidance on different architecture challenges
Workshops
• The FastTrack workshops will consolidate the different topics in a structured manner to help
partner agree with the customer the best way forward
• The workshops were designed to include all the relevant topics and common pitfall, providing
the key directions and guiding lines for success
Reviews• The reviews will create the level of comfort for all the stakeholders towards a successful
Implementation
• Finding a repeatable way to run these reviews will improve the quality of the delivery
Collaboration with FastTrack
Discussions• Bring all relevant technical and functional design topics to discussion
• The FastTrack Partner Program Manager (PPM) or Solution Architect (SA) will provide the
best guidance possible
Documentation
• Good documentation helps collaboration, to better understand the solution and
implementation approach
• The right level of documentation in the right format, will help promote an understanding of
the solution and implementation approach, to stakeholders and team members across the
project
Risks• Risks identified based on upcoming changes (e.g. architecture, scope, timeline, people, etc.)
• Share them with the FastTrack PPM or SA – FastTrack will review them and provide inputs on
mitigation strategy
Collaborate• Discuss all the above with the FastTrack PPM or SA
• Always keep the collaboration channel open – The FastTrack team is not an auditor – is an
extended project team member that will help you and the customer
Working with FastTrack
Methodology
agnostic
FastTrack engages
throughout the
implementation
Engage before start
of build
Not impacted by
the duration of
the project
Sample FastTrack Engagement Plan (6 project months cycle)
I Implementation Workshop
Monthly Project(s) sync-up – 30 minutes remote call
FastTrack Engagement Training (Regional)
Solution Blueprint Workshop
Partner Project kick-off – 30 minutes remote call
Go-Live Readiness Workshop
Solution Blueprint Outcome Review – Remote 45 minutes call with partner project team
GW Go-Live Readiness Outcome Review – Remote 45 minutes call with partner project team
I
I
I Implementation Workshops – Self guided (assistance from FastTrack on an as needed basis)
$300K+
$100K – $300K
Graduation / Disengagement
I I I I
I I I I I
Customer Project kick-off – 30 minutes remote call
GW
C
C Customer Project kick-off – 30 minutes remote call (as needed basis)
FT
4-hour virtual training FastTrack-led
adopted understands and adopts
Audience
FastTrack Success by Design Training
knowledge
check
K
30mins Teams call conducted at project start Partner-led
$100K – $300K ONLY
Audience:
Partner Project Kick-off
key stakeholders
Outcome of the call
$100,000 - $300,000 engagement model
Customer
• Provide pre-requisite materials.
• Collaborate with partner architect to schedule Success by Design (SbD) workshops.
• Participate in the review of SbD outcome Findings & Recommendations (F&R) with partner and
FastTrack.
Partner
• Schedules and conducts SbD workshops; collaborate with FT PM post workshop to preprocess
the pre-requisite material to review with FT SA.
• Participate in outcome review of F&R lead by FT SA, discuss gaps and prepare for customer
review.
• Track risks, issues and mitigation plans as discussed in F&R outcome review.
• Support mitigation of risks identified during the reviews, as per customer / partner agreements.
• Schedule and present SbD workshop F&R outcome review meetings with customer.
FastTrack
• FT PM to assist partner to draft F&R using the implementation portal.
• FT SA leads review of F&R with partner project team, discuss open issues and identify
resolutions, if there is gaps on resolution, this will be presented in the customer review.
• FT SA participates in the partner SbD workshop F&R outcome review meetings with customer
and acknowledge the findings and resolution plan.
Solution Blueprint Outcome Review
Go-Live Readiness Outcome Review
$300,000+ engagement model
Customer• Provide pre-requisite materials
• Collaborate with FastTrack architect to schedule SbD workshops.
• Participate in the SbD workshop review of Findings & Recommendations (F&R)
Partner
• Participate in the SbD workshops and collaborate with FastTrack architect on preprocessing the
pre-requisite material
• Support the mitigation of risks identified during the reviews, as per customer / partner
agreements.
FastTrack
• Facilitate SbD workshops and preprocess the pre-requisite material ahead of the workshop
from customer and partner
• Track risks and issues along with mitigations and resolutions performed by the implementation
team
• FT SA leads review of F&R with partner project team, discuss open issues and identify
resolutions, if there is gaps on resolution, this will be presented in the customer review.
• FT SA leads and presents the SbD workshop F&R meetings with customer.
Solution Blueprint Workshop
GW
Go-Live Readiness Workshop
Implementation Workshops
> $300,000$100,000 - $300,000
CUSTOMER
PARTNER
FASTTRACK
Conducted as applicable Partner-led Conducted as applicable FastTrack-led
II
• Provide pre-requisite materials
• Collaborate with partner architect to schedule
implementation review workshops as applicable.
• Participate in the review of Findings & Recommendations
(F&R)
• Partner architect conduct implement review workshop and
preprocess the pre-requisite material
• Track risks, issues and mitigation plans as discussed in F&R
• Support the mitigation of risks identified during the reviews,
as per customer / partner agreements.
• FT PM to assist partner to draft F&R using the portal.
• FT SA to review F&R and to provide feedback on mitigation
plans if applicable
• Provide pre-requisite materials
• Collaborate with FastTrack architect to schedule
implementation review workshops as applicable.
• Participate in the review of Findings & Recommendations
(F&R)
• Participate the implementation review workshop and
collaborate with FastTrack architect on populating the pre-
requisite material
• Support the mitigation of risks identified during the reviews,
as per customer / partner agreements.
• Facilitate implementation reviews and preprocess the pre-
requisite material ahead of the workshop
• Present F&R to the implementation team
• Track risks and issues along with mitigations and resolutions
performed by the implementation team
Project Onboarding
Nomination
All customer projects
must go through
nomination process
aka.ms/ftnomportal
Validation
Once customer
eligibility and partner
qualification is
validated, notification
sent to nominator
Kick-off
FastTrack Solution
Architect contacts
partner team to
schedule for project
kick off
Project Starts
Kick-off
FastTrack Program
Manager contacts
partner team to
schedule for project
kick off
Portal Onboarding
Partner will receive
access the projects in
the FastTrack for
Dynamics 365
implementation portal
Project Starts
$300K+
$100K – $300K
As needed during major escalations Partner-led
Support ticket
executive
summary
Audience:
Ad hoc Escalation Meeting
partner and customer executives
Outcome of the call
Disengagement Process
FastTrack team will disengage from the customer implementation
4 weeks after Go-live or earlier if system is stable. The FastTrack
team will continue to provide assistance any issues during the
week in addition to the normal support channels as required
Once disengaged, all escalations must be routed through
support. FastTrack will no longer support escalations
Customer to be onboarded as a reference customer for the
program
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Depending on project scope and implementation methodology, the below represents a common division of responsibilities
between the customer and the partner:
Alignment with other groups at MicrosoftFastTrack complements existing functions while accelerating time to usage, at scale
• FT provides deep functional &
technical engagement during the
“implementation phase”
• CSMs engage BDMs during
implementation to align customer
success to business outcomes
• CSMs own and drive post deployment
usage & expansion
• CSMs provide Adoption & change
management guidance
• Dynamics Support is the channel to
log bugs and support cases
• FT is designed to provide solution
architectural guidance & support
• Customers & partners must still
leverage support for product issues
& concerns
• FT may in cases help accelerate
resolution of cases
• OCP owns partner readiness and
enablement.
• The managed partners have an
assigned Partner Development
Manager(PDM) and Partner
Technology Strategist (PTS)
• For capacity and capability building,
the OCP needs to be engaged
CSS Customer Success Managers One Commercial PartnerCustomer Engineers
Recommended premier offerings
such as the following where executed
by Microsoft Customer Engineers:
• Code Review
• Detailed code and
architecture review
• Performance testing
When to ask FastTrack SA for Support?
Review all relevant documentation and resources
Online search and resources, MS Learn, Techtalks
Leverage internal community, resources within your organization
Create support request (ticket)1. Allow time for support to follow-up
2. If the issue impacts project timeline, let FastTrack SA know ticket #
What to Ask FastTrack SA - examples
We saw on the roadmap a feature that looks like it will meet our requirements, but the
timing may not align with our implementation. Can you help validate our requirements and
proposed design, against this roadmap feature?
We have raised a support ticket for an issue that is having a critical impact to the project.
Can you help ensure the right progress is made to minimize impact?
You provided feedback about a specific best practice we should follow, but we are finding it
difficult to implement in our situation, can we discuss?
We are having a specific challenge on the project and would like to get FastTrack’s help and
feedback – have you seen this with other customers?
For our CE data migration, can you please provide telemetry data during our testing?
What NOT to Ask FastTrack SA?
I don’t know how to configure data export service to
SQL or data lake, can you help me?
I have a ticket open with support that is a bug or
non-critical impact to project timeline, can you
escalate?
I have not researched but this Power Automate Flow
is not doing what I want it to do, I am getting an
error, can you tell me what this error means?
How to configure entities or new features. (ie. How
do I use the maker configuration portal?)
What license do I need for this scenario?
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