Considering Dynamics CRM? New Process Templates Show Dynamics CRM’s Ability to Address Traditional Sales and Industry Specific Business Management Needs

Looking for a good way to understand business processes in Dynamics CRM 2013? Over the past sixty days, Microsoft has released a number of process templates for download via the Dynamics Marketplace. These new templates fall into two main categories – “horizontal” templates focused on implementing general sales or customer service methodologies, and “vertical” templates focused on the needs of particular industries.

The available templates are:

Microsoft Dynamics CRM Deal, Onboarding and Account Planning Process

Microsoft Dynamics CRM Citizen Service Request Process

Microsoft Dynamics CRM Complex Opportunity Management Processes

Microsoft Dynamics CRM Grant Management Process

Microsoft Dynamics CRM Health Plan Sales Management Process

Microsoft Dynamics CRM License and Permit Compliance Process

Microsoft Dynamics CRM Life Insurance Sales Process

Microsoft Dynamics CRM Public Sector Case Management Process

Microsoft Dynamics CRM Service Call – Repair and Return Process

Microsoft Dynamics CRM Solution Selling® – Short Sales Cycle

Microsoft Dynamics CRM Solution Selling® – Strategic/Complex Sales Cycle

Microsoft Dynamics CRM Solution Selling® Transactional Cycle

Microsoft Dynamics CRM Sports Management Process

Microsoft Dynamics CRM Wealth Management Process

The templates are released as managed solutions, and can therefore be easily installed and uninstalled. (That being said, if you plan to experiment with them, I encourage you to do so in a test environment.)

The templates include entity configurations, business processes, workflow rules, and dashboards to demonstrate how Dynamics CRM might be configured to support each process.

You will have to play detective to some extent – the documentation accompanying the templates is light (a short PowerPoint deck), so it does take some digging to piece together the different components of each template and how they work together.

So what is the verdict on these templates?

I think they can serve a couple of valuable purposes:

  1. If you are evaluating Dynamics CRM and you are a) in one of the targeted verticals or b) focused on one of the targeted horizontal processes, the templates can be a useful way to ignite conversation and debate with colleagues about how CRM might or should be used in your organization. The templates will be better at “painting the picture” of how CRM will fit the organization than the out-of-the-box experience.
  2. If you are interested in learning more about the new business processes in Dynamics CRM 2013 work, and how to combine different CRM configuration elements (forms, processes, workflow rules, etc.) to support a business function, the templates are a solid educational tool to experiment with.

Download and enjoy!

Questions about the different ways that Dynamics CRM can be adjusted, enhanced, and tailored to fit the unique needs of your company or industry? Email us at 


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