CRM business analysts will schedule and conduct meetings with functional partners to define, refine, and document detailed requirements of each scoped objective along with user acceptance criteria. The purpose of the analysis process is to define requirements of business objectives, but not to prescribe technical solutions. Technical solutions will be designed in the development stage by the CRM technical team to ensure extensibility and alignment with the IU CRM platform. Each requirement will be documented in a project space in Confluence. Functional partners must approve requirements and acceptance criteria before development begins.
Requirements will be transitioned to the CRM technical resources unit for development.
- The technical team will evaluate the requirements and determine an appropriate solution by using Jira, an issue and project tracking software, and it will be assigned to a CRM technical owner who will be responsible for the development of the solution.
- Progress, status information, and updates will be tracked in Jira, and development deadlines will be established for each requirement.
- Development can include the selection and implementation of vended applications.
- Completed solutions will be moved to the Salesforce stage environment, which will be used for technical testing and design approval.
- After stage deployment, the technical team will transition the solution to the business analysts for a final review and design approval.
Stage 3—Design approval
CRM analysts will provide solution demo in the CRM stage instance to project function partners.
- Demos will be conducted and functional users will provide feedback in a timely basis.
- If revisions are needed, the solution will transition back to the development team who will make the revisions.
- There will only be one round of design revisions.
- If revisions are identified that go beyond the initial requirements and scope, they will be re-evaluated and moved to a change control process.
- Functional partner-designated approvers must document design signoff prior to testing.
Stage 4—User acceptance testing
After the design is approved, the CRM technical team will move the solution from CRM stage to the CRM sandbox instance.
- CRM analysts will provide training to functional partners and coordinate/facilitate user acceptance testing in the sandbox environment.
- A reasonable testing window that aligns with the project timeline will be recommended by the CRM analysts.
- Any deviation in the testing window may result in delaying the project timeline.
- It will be the responsibility of the designated approver(s) to indicate that all acceptance criteria have been satisfied.
After user acceptance testing and signoff is complete, the CRM technical team will package the completed solutions and push them to the CRM production environment as part of a standard monthly release cycle. Once in production, any issues identified will be considered production support. Any revisions or updates after solutions have been moved to production are considered change requests and will be incorporated into future project phases.