[SCOPING QUESTIONNAIRE] | 1

Contents

Client Overview & Organizational Readiness................................................................................................................................3

Client’s Business Process Overview...............................................................................................................................................3
Client’s Current Technology and IT Standards..............................................................................................................................4
Client’s Software Deployment/IT Development and Change Control Standards..................................................................5
Client Management (Business to Consumer)....................................................................... Error! Bookmark not defined.
Marketing Automation (MA) ...................................................................................................... Error! Bookmark not defined.
Sales Cloud .................................................................................................................................. Error! Bookmark not defined.
Forecasting ................................................................................................................................... Error! Bookmark not defined.
Service Cloud.......................................................................................................................................................................................7
Reporting...............................................................................................................................................................................................8
Data Migration......................................................................................................................................................................................8
Plans.................................................................................................................................................................................................8
Account – reconcile with Plans, minimum with a group client...............................................................................................8
Contact.............................................................................................................................................................................................8
Activity...............................................................................................................................................................................................8
Opportunity......................................................................................................................................................................................8
Product.............................................................................................................................................................................................9
Asset.................................................................................................................................................................................................9
Lead..................................................................................................................................................................................................9
Cases ...............................................................................................................................................................................................9
Knowledge Articles ........................................................................................................................................................................9
Integration........................................................................................................................................................................................... 10
Sharing Model Considerations ...................................................................................................................................................... 10
Training ................................................................................................................................................................................................11

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Client Overview & Organizational Readiness

Overview of your business (what is your line of business, where are they located, organizational chart).
What are your objectives for implementing Solution?
What is the expected impact?
What are the ways with which you will measure success of the project (e.g. less administrative time, increased revenue per
rep, reduced ramp up-time, etc.)?
Is there an event driving the decision? Old system no longer supported? License renewal of current system?
What are the main reasons for selecting _________________ (e.g. moving to a Cloud Computing model, ease of use,
reporting capabilities, etc.)?
What is your implementation timeline? Is there a specific date you are trying to hit for the launch and why? Are there key
events between now and then?
How are decisions made within the organization (e.g. consensus driven, top-down)?

Client’s Business Process Overview

How many business/operating units will be using salesforce.com and what is the breakdown by group?

Total Number of Users

Finance Sales IT Management Projects
Sales

Is there a standardized business process that is used by the business units (e.g. common project process and methodology)?
If it is not standard, is it expected to be as part of the implementation, or will disparate processes continue to be supported?
What is the geographic distribution of users (e.g. US, EMEA, APAC, Japan, Philippines etc.)?
If distributed to multiple countries, is there a requirement for Local Language support?
Is there a requirement for capturing local currencies for opportunities?

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Client’s Current Technology and IT Standards

Is there a current Solution in place? If so, please provide the following information:
Marketing Automation Finance Automation Admin | HRD
Automation
Packaged apps
Homegrown
Which operating
units?
Which specific areas
of functionality?

What are the pains driving the replacement of the existing solution?
Marketing Automation Finance Automation Admin | HRD
Automation
Business pains
Technology pains

What other solutions were being considered?

Marketing Automation Finance Automation Admin | HRD
Automation
Packaged apps
Homegrown
Which operating
units?
Which specific areas
of functionality?

What system is used for:

a. Managing contracts:
b. Creating and fulfilling orders:
c. Generating invoices:
d. Manage financials (A/R, General Ledger):

What other systems exist in your organization that have not been mentioned?
a. What solutions?
b. Which operating units?
c. What areas of focus (sales, marketing, customer support)?

What email system do you use?

Do you currently outsource any systems?
Does your corporate organization (IT, Sales Ops, etc.) have any opinions or special requirements regarding a solution
provided as a service?
What native resources and skill sets (e.g. Oracle apps, Java, or third-party tools) do you have?

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Client’s Software Deployment/IT Development and Change Control Standards

What are the corporate development standards (e.g. Microsoft versus Java)?
Do you have defined enterprise software deployment processes and requirements? For example, does your IT department
maintain development, test, and production environments, with rules for creating and promoting software among these
environments?
Have you identified how these processes will handle on-demand software, or will these decisions need to be made as part of
this project?
Do you have defined processes for managing application configuration change requests for your enterprise applications?
Do any of these requirements differ depending on whether an application is pre-production or post-production? For
example, are separate development and test environments required only after an application is in production? Do change
control processes differ for pre- and post-production applications?

Planning and Resource Management

Do you have existing solution in place?

Do your company access their project information in real-time?
 IF Yes:
o What interfaces does your company has?
 IF No:
o How do you collaborate with your team members?
o How do you update status and reports with other team members?
o Do you include IOS, mobile device, Android and tablet to optimize email status to Scheduler, Planner
and Project Manager?
o Do you want to support solution to processes for these?
What is the project lifecycle do you have?
 IF Yes:
o What is interactive activity to provide network views to team members do you use?
o What activity allows planner, scheduler and project manager to communicate?
How do you manage unexpected issues, risks or downward trends across projects?

 IF No:
o How does business management meet the challenge with Planning and Scheduling?
o How Project managers manage incoming demand and right balance of projects?
o How did you manage resources?

What Project managers use to track, capture, and analyze the time team members spend on project-based work?
How do they ensure that project schedules stay on track and that delays are minimized?

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Tracking and Collaboration

Yes No

What are the major pains that exist in Projecs today?

Describe your project process from design to turn over.
What is the hierarchy in the project organization (from top guy to rep)?
What is the high-level structure of the project management organization (distributed, indirect / direct)?
How are your scheduler and planner organized projects (infrastructure / horizontal / vertical / Plant / corporate / others
etc.)?
 What is the territory coverage model (e.g. geographic, industry, size)?
 Are territories mutually exclusive or overlapping?
 Do you have overlays?

How are projects distributed to planning engineers?

What roles deal with repeat business and existing owners/customers (Project Managers)?
How do executives currently track or report on schedules? How do they share status with management?
Is it possible to get a copy of any of these reports?
Do scheduler actively use an individual or enterprise solution to manage their schedules?
Do accounts have Parent/Child relationships (National/International accounts)?
What are some major accounts / customers?
How many projects do you manage annually?
Do you use a specific Methodology in Project Management?
Describe the cost and resource use.
Are the project complex?
Do any of the project or services sold by your organization have recurring revenue?
Do you need to track sub-contractors on materials and resource service?
Describe how contractors or sub-contractor interact in project? Is there a need to collaborate with owner/contractor?
Who are some of your organization’s partners?
Do you currently track reports and analytics?
How does your team currently work offline? Internet access of teams? Types of Devices? Offline / wireless / PDA /
Blackberry?
What data do they currently have access to offline? What would they want offline?
Who does order entry?

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Customer Support

Yes No

What are the major pains that you’re experiencing in support today (lack of metrics on staff / customers, call management,
lack of shared knowledge)?
Who handles support in your organization (Account Managers, CSRs)?
How is the support organization structured (Customer Support, Technical Support, Customer Service)?
Within a customer support group how are the team structured (by skill set, product, etc)?
Is there a Customer Support process?
How are cases or trouble tickets logged today? Is there a system used to track this information?
How do you assign cases (tiers, by product)? Are they assigned to queues, individuals?
How do you receive most of your inquiries (Email, Fax, Phone, Web)?
What are the major reasons customers call in (product issues, billing inquiries)? Please provide some specific examples?

Do you charge for support?

What is the structure of the support department? Who does support report to?
Are cases escalated? What is your escalation process?
Do you currently have a knowledge base or an FAQ to resolve customer of internal questions?
Do you receive cases from your website?
Do your customers have access to your support system, via the web?
How many cases do you receive a day?

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Reporting

 What relevant project information do you share through email?

 How many standardized reports or custom reports do you integrate in the reporting system?
 What type of operational reports have you created? And how many?

 What type of reports do you use today (e.g. pdf, .csv, and .xml, through its integrated reporting system)?

 What type of dashboards do you use or would you like to see going forward?

Data Migration

Plans
 Account Data Migration Required Yes No
 Estimated number of Account Records:
 Description of Data:
 Source System:
 CSV Input Format Available Yes No
 Will customer be using Account Sites? Yes No
 Will Data be formatted and scrubbed by Customer Yes No

Account – reconcile with Plans, minimum with a group client.

 Account Data Migration Required Yes No
 Estimated number of Account Records:
 Description of Data:
 Source System:
 CSV Input Format Available Yes No
 Will customer be using Account Sites? Yes No
 Will Data be formatted and scrubbed by Customer Yes No

Contact
 These are internal services or plans, compliance, legal, external servicers TPAs others,
 Contact Data Migration Required Yes No
 Estimated number of Contact Records:
 Description of Data:
 Source System:
 CSV Input Format Available Yes No
 Will Data be formatted and scrubbed by Customer Yes No

Activity
 Will you need historical tasks and activities migrated? Yes No e-mails from Kana
 Estimated number of activity Records:
 Description of Data:
 Source System:
 CSV Input Format Available Yes No
 Will Data be formatted and scrubbed by Customer Yes No

Opportunity
 Opportunities Data Migration Required Yes No minimal from other orgs

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  Estimated number of Opportunity Records:
 Description of Data:
 Source System:
 CSV Input Format Available Yes No
 Will Data be formatted and scrubbed by Customer Yes No
Product
 Product Data Migration Required Yes No
 Estimated number of Solution in placed:
 Description of Data:
 Source System:
 CSV Input Format Available Yes No
 Will Data be formatted and scrubbed by Customer Yes No

Asset
 Asset Data Migration Required Yes No
 Estimated number of Assets:
 Description of Data:
 Source System:
 CSV Input Format Available Yes No
 Will Data be formatted and scrubbed by Customer Yes No

Lead
 Will you be migrating leads from your current system or other databases?
Yes No
 Source System:
 Estimated number of Lead Records:
 Description of Data:
 CSV Input Format Available Yes No
 Will Data be formatted and scrubbed by Customer Yes No
 Will the initial contact and lead migration need to go through campaign(s)? Yes No

Cases
 Data Migration Required Yes No
 Estimated number of Case Records:
 Description of Data:
 Source System:
 CSV Input Format Available Yes No
 Will Data be formatted and scrubbed by Customer Yes No

Knowledge Articles
 Data Migration Required Yes No
 Estimated number of Solutions Records:
 Description of Data:
 Source System:
 CSV Input Format Available Yes No
 Will Data be formatted and scrubbed by Customer Yes No
 Do you wish to track outbound customer related emails within salesforce.com?
 For the data to be migrated, how clean is it?

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Integration

Yes No

High-level integration requirements

 Inbound
 Outbound
 Bi-directional between ______________ and another system
For each integration point identified above:
 Describe the desired high-level data flow between systems.
 What information (entities) is/are exchanged?
 What is the platform(s) of the target system(s)?
 What is the desired method of access to the target system’s data (i.e. JDBC, flat file, API)?
 What is the required frequency of information exchange (i.e. real time, ad hoc, batch)?
 Does the integration process require creates, updates, deletes, merges, comparison logic, transformations, and/or
aggregations?
 If there are multiple integration points, is there a prioritization of which ones should be addressed first?

Sharing Model Considerations

How does your organization currently share records?

 Engineering | Projects Private Read-Only Read / Write

 Accounts/Contacts Private Read-Only Read / Write
 Finance Private Read-Only Read / Write
 Admin | HRD Private Read-Only Read / Write

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Training

 Preferred Training Approach

Public Web-based Only Yes No

Private Web-based Only Yes No
Train-the-Trainer* Yes No
Custom Onsite Yes No
*Requires participation of Customer’s trainers

 Do you have an internal training organization that can be leveraged?

 What types of users will be using the application?

Executives Yes No
Management Yes No
Account Managers Yes No
Account Executives Yes No
Customer Support Representatives Yes No
Marketing Representatives Yes No

 How many system administrators will manage your instance of the application?
 Will your system administrators be based in one central location or will they be separated into regional areas?

 Do you need to deliver your training in multiple languages?

Expectations:

 Please enumerate expectation on the application or system.

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