Dynamics CRM Support Services

The vendor is required to provide that Dynamics CRM Support players are identified and that containers can be reviewed, Support cataloged, and tracked as they move through the lifecycle.
-The new stakeholder management system is based entirely in the Microsoft cloud and relies on three key technologies.
-Microsoft Dynamics 365 Customer Engagement: Microsoft Dynamics 365 is used for the backend of the entire system. Numerous Power Apps unified interfaces are used to facilitate and streamline different functions within the system. Further customizations including custom scripts, tables and fields have been added to further expand the functionality.
-Security configuration has been kept to a minimum and consists of five to six custom security roles. There are two outside stakeholders that access data within the system through the Dynamics REST API.
•Escalation of issues unable to be solved by in-house staff In-house staff are experienced in Microsoft dynamics and can often solve 85-90% of the problems.
•Adjustments to views and dashboards within the Dynamics backend.
•Modification of flows which may include:
oAdjusting static content in templates
oAdjusting dynamic content in templates
oModifying triggers
oModification of flow logic
•Adjustments to Portals which may include:
oThe addition of fields to pages
oLocking or unlocking fields.
oAltering data displays
•Automated general maintenance items.
•Assisting with integration of in-house created flows into production system. Deployments through Dev-Test-Prod for those flows.
-The response should include the following:
•Methodological Approach - How support requests would be communicated, prioritized, solved and tracked.
•Qualifications - Description, timing and scope of similar work assignments:
oExperience with interface design.
oExperience with Microsoft Dynamics 365.
oExperience with Microsoft Power Automate.
oExperience with software development practices.
oExperience with Power Page Portals
•Ticket prioritization and expected response times.
•Pricing - Pricing proposal
-agency will evaluate and select a successful based on the following information:
•agency will evaluate each response separately against the requirements.
•During the evaluation process, Respondents may be required to provide additional information, to participate in an interview and/or to clarify statements made in their response.
•agency will rate each response on a scale of 1 to 10 and will use the following weightings:
oIndustry Knowledge and System Understanding 15%
oRelevance and Breadth of Experience/Qualifications 40%
oMethodological Approach 30%
oPrice/Budget 15%