Conceptualizing the design from requirements Exercise - Design from requirements

Exercise - Design from Requirements

During this exercise, you will be reviewing project details for Contoso. This includes a set of requirements gathered from customer workshop sessions. You will use this information to design a high-level architecture and complete a fit gap analysis.

Learning Objectives

After completing the exercise, you will be able to:

• Perform evaluation of requirements to decide which approach to take.
• Develop a high-level architecture for a set of requirements.
• Perform a gap analysis from the Dynamics 365 apps used and the requirements.

Exercise 1: Evaluate Project Details

Review the project details below.

These details are also available in the Project Details Word document.

The details contain the following information:

• Project Scenario
• Key Facts
• Requirements

As you review the document, your team should take notes and begin developing a proposed design that meets the requirements.

Project Scenario

Contoso Services provides after-market support for various manufacturers' smart beds. They currently use a proprietary solution to manage customers and support ticket requests. The company wants to move to a solution built on Microsoft Power Platform.

Some support requests can be resolved quickly through phone calls or by sending knowledge base articles through email. Other issues may require days or weeks of investigation. For more complex problems, technicians are dispatched onsite.

Currently, most support activities are reactive, initiated by customer calls. Contoso wants to become more proactive in delivering support services.

There are three types of cases that can arrive at Contoso's service center:

1. Customers without support agreements.
2. Preferred support customers.
3. Premier support customers.

Support requests may originate from email, phone, online chat, social media, and other channels. Requests must be evaluated and routed according to business requirements and support policies.

Some manufacturers provide customer applications that communicate with smart beds and automatically submit support requests to Contoso when issues are detected.

Contoso also receives nightly data feeds from manufacturers containing customer information, bed serial numbers, configuration details, and telemetry data related to hardware wear indicators.

Key Facts

Fact	Details
Number of Solution Users	2,500
Number of Service Center Agents	500
Number of Field Technicians	100 Employees, 500 Contractors
Locations	United States, United Kingdom, and India
Number of Customers	1.5 Million
Contoso Founded	2002
Board of Directors	9 Members
Devices	Some users work with a single monitor and 1024×768 screen resolution.

Requirements

ID	Requirement Description
1	Automatically route help requests based on service level and incident type.
2	Allow support staff to view and claim qualified open requests.
3	Allow customers to create support requests through an interactive website chat.
4	Enable support staff to search and share knowledge base articles.
5	Process nightly manufacturer data feeds and maintain customer and bed configuration records.
6	Allow scheduling of onsite service technicians.
7	Provide proactive maintenance recommendations based on telemetry data.
8	Allow field technicians to view upcoming appointments and problem details.
9	Allow support staff to sell support agreements to customers.
10	Send closure notifications and feedback requests to customers.
11	Enable managers to monitor SLA violations.
12	Allow customers to view support request status online.
13	Notify managers when customer communications indicate dissatisfaction.
14	Display remaining SLA time to support agents.
15	Track request creation, duration, and resolution metrics.
16	Allow ownership transfer of beds and support agreements.
17	Provide acceptable application performance across all locations.
18	Provide executives with real-time support performance dashboards.

Exercise 2: Complete the Project Workbook

Open and complete the worksheets in the Project Workbook Excel file.

Complete the following tabs:

• High-Level Architecture Diagram – Create a simple architecture diagram and paste it into the worksheet.
• Dynamics 365 Apps Used – Document the applications selected and explain how they will be used.
• Fit Gap Analysis – For each requirement, document priority, effort, category, and implementation details.

Your work will be reviewed by another team in a future exercise, so provide sufficient detail and clarity.