Direct Sales and Success Procedure

System Provisioning Guide

LAST REVIEWED: 2023-03-09

Overview
This document provides information on system provisioning and tools access that are required for Microsoft
Store Direct Sales and Success associates.

NOTE: The HQ Support team may have completed some of the steps in this document on behalf of the
associate. In these instances, the associate’s responsibility is to validate that they were fully and accurately
completed.

Table of Contents
Overview................................................................................................................................................................. 1

Country-specific guidelines.................................................................................................................................. 2

Additional resources.............................................................................................................................................. 2

Relevant guides and tools..................................................................................................................................................................... 2

Getting Your System Started................................................................................................................................ 3

Set up your device.................................................................................................................................................................................... 3

Register your phone................................................................................................................................................................................ 3

Confirm or Install Windows................................................................................................................................................................... 3

Enroll a personal device in Endpoint Manager (Formerly Intune).......................................................................................... 3

Confirm remote network access and MSFT VPN.......................................................................................................................... 3

Install System and Tools........................................................................................................................................ 4

Systems and Tools Required by Focus Area................................................................................................................................... 4

App installation...................................................................................................................................................... 5

Assisted Support Desktop (ASD)......................................................................................................................................................... 5

Company Portal......................................................................................................................................................................................... 6

Concierge..................................................................................................................................................................................................... 6

Windows Virtual Desktop...................................................................................................................................................................... 6

Setup/Access by System or Tool..........................................................................................................................6

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Direct Sales and Success Procedure System Provisioning Guide | Run of Business | Device Management

Conversation Intelligence...................................................................................................................................................................... 6

Enterprise Voice (Modern Voice)........................................................................................................................................................ 7

LiveEngage.................................................................................................................................................................................................. 8

Membership Support Tool (MST)....................................................................................................................................................... 8

Microsoft Sales Experience (MSX)...................................................................................................................................................... 9

MS Sales..................................................................................................................................................................................................... 10

Follow these steps to provision MS Sales:.................................................................................................................................... 10

MSX Insights (MSXi).............................................................................................................................................................................. 11

Explore.ms................................................................................................................................................................................................. 11

Provisioning Volume Licensing Field Center (VLFC).................................................................................................................. 12

Teams Deferral......................................................................................................................................................................................... 12

Manager-only Systems and Tools......................................................................................................................14

MS Sales Access...................................................................................................................................................................................... 14

Ulysses Access......................................................................................................................................................................................... 15

Mercury Access........................................................................................................................................................................................ 16

Revision history.................................................................................................................................................... 16

Country-specific guidelines
None.

Additional resources
Relevant guides and tools
 Assisted Sales Playbook
 EDU Sales Playbook
 SMB Sales Playbook
 Training Playbooks:
o CST - Program Playbook
o Microsoft Store Other Training and Events Program Playbook
 Web Sales Playbook

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Getting Your System Started

Set up your device
IMPORTANT: Confirm the following before proceeding

 Complete Microsoft Phone Authentication setup.

 Make sure you have an active network connection.
 Make sure any necessary data is backed up to another location.
o NOTE: OneDrive is recommended.

Register your phone

 Register your phone for Microsoft Phone Authentication at https://aka.ms/phonereg.
o NOTE: Select the Use manager approval link in the top right corner.
 Need additional help? Watch Phone Authentication to learn how to register and use phone
authentication.

Confirm or Install Windows

To install Windows (if not pre-installed), follow steps provided on TechWeb.

Enroll a personal device in Endpoint Manager (Formerly Intune)

To enroll a person device in Endpoint Manager, follow steps provided on TechWeb.

Confirm remote network access and MSFT VPN

1. Open the Microsoft Store app on your computer and select the Microsoft tab, then select Show all to
see all available Microsoft apps.
2. Scroll down and select GlobalProtect, then select Install.
3. After GlobalProtect is installed, select the Wi-Fi icon on your taskbar and select MSFTVPN.
4. A Windows Settings window will open. Select MSFTVPN and select Connect.
 NOTE: Leave “Connect automatically” checked.

IMPORTANT: Remote Access requires the use of a MSFT VPN connection that provides a secured connection
when you’re working on Wi-Fi outside of a Microsoft building. Always make sure your VPN is connected when
you begin your workday.

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Install System and Tools

Systems and Tools Required by Focus Area
Apps, systems, tools, and services Edge/Web Browser Favorites

All associates  MSFT VPN  Microsoft Store Learning Portal – MSLP

and managers  Microsoft Office (aka.ms/mslp)
 Microsoft Teams  Retail Helpdesk/Solution Central
 Microsoft Edge (aka.ms/rhd)
 Company Portal  Rave (aka.ms/rave)
 Store Portal (aka.ms/storeportal )
 Persona (aka.ms/persona)
 ThinkTime (aka.ms/thinktime)
 Volume Licensing Field Center – VLFC
(aka.ms/vlfc)
 HRweb (aka.ms/hrweb)
 Yammer (web.yammer.com)
 Retail CRM (aka.ms/newcrm)

Sell  Business Workshop Tool

(aka.ms/bwtool)
 CALC (aka.ms/calctool)
 CMAT (http://aka.ms/cmat)
 Customer Digital Experience
(CDX) (aka.ms/cdx)
 Dynamics RSX
(aka.ms/bsoorderentry)
 LinkedIn Sales Navigator
(linkedin.com/sales)
 Enterprise Voice (Modern
Voice)
 Surface All Access for
Business Portal
(aka.ms/liftforward)
 Value Calculator (VC)
(vc.transform.microsoft.com)

Assisted Sales  Assisted Sales Email

Outreach Tool

Small Business  Microsoft Transform

Sales

Training  Concierge

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 Attendee Analysis Tool

Web Sales  Assisted Support Desktop  Advocate Communications Center

(ASD)  Microsoft Promotions Page
 LiveEngage  Service Desk
 Membership Support Tool  Career Center
 Windows Virtual Desktop  Microsoft DSS-to-Microsoft Aspire
(WVD) Experience

Managers only  HR Document Center

 MS Sales
 Physical Controllable PnL (MS
Sales; Ulysses; Mercury)

App installation
Assisted Support Desktop (ASD)
1. Download and extract ASD.zip file.
2. Double-click 1-TrustedZones.reg and select yes to all prompts.
3. Select 2-OfficeDependencies.msi and select yes to all prompts.
4. Select 3-Avondale.msi and select yes to all prompts.
a. If prompted to install .Net Framework 3.0, select download this feature.
5. Select 4-ASD.exe and select yes to all prompts.
6. If you receive a window that states Windows Protected your PC, select more info and then run anyway
to continue.
7. When prompted to Choose Unified Desktop Environment, select Production and then OK to continue.
8. Select 5-Microsoft.Support.UnifiedDesktop.Tools.Toggler.exe, and verify it says Production. If it
does, select OK.
9. Find and select Microsoft ASD from the Start Menu, and make sure the program opens with no errors.

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Company Portal
1. Navigate to the Microsoft Store in Windows.
2. Search for Company Portal and select the app to open.
 NOTE: The publisher will be Microsoft Corporation.

Concierge
1. Navigate to Teams.
2. Select the Ellipses (…) icon to view the app list.
3. Select the More Apps.
4. Select Built for Microsoft.
5. Select Concierge.

Windows Virtual Desktop

1. Download and extract WVD.zip.
2. Double-click RemoteDesktop_1.2.790.0_x64.msi and continue through the installation.

Setup/Access by System or Tool

Conversation Intelligence
Follow these steps to add an environment on Conversation Intelligence.

See the Conversation Intelligence Procedure for details on how to record calls in MSX.

Major step Detail

1 Setting up your view 1. Navigate to Conversation Intelligence.

in Conversation 2. Select Connect your data.
Intelligence

2 Adding the 1. Search for Microsoft Sales Prod and select.

environment 2. Select Next.
3. Select check box to agree to terms and conditions.
4. Select Next.
5. Select Finish.

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Enterprise Voice (Modern Voice)

Follow these steps to provision Enterprise Voice. Management only.

Major step Detail

1 Request access 1. A manager should first view if an associate already has an

Enterprise Voice (EV) number via the Phone Request Power App.
2. Select New Request tab.
3. Under Who is the request for? Select Someone Else.
4. Enter associate’s alias and select Verify.
a. If an EV number does not display:
i. Under What would you like to do? select Request
Phone Number for Skype/Teams from the drop-
down menu.
ii. Enter “This associate works within Microsoft Store
Direct Sales and Support and needs access to
Enterprise Voice to do outbound calling to
customers through MSX Dynamics 365” as the
Business Justification in the Notes field.
b. Select Submit.
5. Monitor your request via the Request Status tab. It can take up to
one week to get an EV number provisioned.
a. NOTE: Escalations should be sent to [email protected]

2 Request Teams 1. Proceed to Teams Deferral section.

Deferral

3 Set up Custom 1. Navigate to Teams > Settings > Calls > Voicemail > Configure
Voicemail Greeting Voicemail
2. Select Record a greeting.
3. Follow the call prompts to record your greeting.

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LiveEngage
Major step Detail

1 Request access 1. Access LiveEngage authenticator

2. Make sure your credentials match

2 Notes 1. Do not change your screen name.

2. Make sure to log out of LiveEngage at the end of your shift.
Disconnecting from WVD does not log out from LiveEngage and
will assign tickets and count toward offline rate.

Membership Support Tool (MST)

Major step Detail

1 Request access 1. Run (Windows+R) and paste "C:\Windows\System32\drivers\etc\

hosts".
2. Open with Notepad.
3. Add following line to the bottom of the host file and save:
52.184.80.204 agent.services.microsoft.com.
4. Close ASD and all browser windows.

IMPORTANT: Associates may need to update the host file to make sure
MST can be accessed in a remote work environment.

2 Log In 1. Log in to ASD.

3 Set up Custom 1. Navigate to Teams > Settings > Calls > Voicemail > Configure
Voicemail Greeting Voicemail
2. Select Record a greeting.
3. Follow the call prompts to record your greeting.

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Microsoft Sales Experience (MSX)

Follow these steps to provision MSX:

Major step Detail

1 Request access 1. Navigate to

https://userprovisioning.azurewebsites.net/#/Home/NewRequest.
2. Select Create New Ticket.
3. Complete the fields within the ticket as follows:
a. Applications you need access to: MSX D365 and MSX
Dynamics 365 App for Outlook
b. Select Motion: Retail SMB
c. Select Geography: [Select your applicable geography]
i. US/CA/PR – North America
ii. UK – EMEA
iii. AU – APAC
iv. NOTE: Only select your local geography
d. Select Retail Location: Your Hub (DSS_Country-State-City)
e. Select focus role:
i. Assisted Sales Associate: Retail Seller
ii. Territory Manager/Hub Manager/FAM: Sales
Leadership (Manager)
f. Configure telephony: Yes
g. Select telephony system: SkypeCTI
h. Acknowledge call recording policy: Yes
4. Confirm MSX Dynamics 365 App for Outlook integration and select
Yes.

2 Submit Request. 1. Select Submit Request.

a. NOTE: Approval should be granted within minutes. Access
may take up to 3 business days to propagate. If access
hasn’t provisioned after 3 business days, contact RHD for
assistance.

3 Wait for Dynamics 365 1. After completing the request for access, provisioning begins
for Outlook automatically and can take up to one week.
Provisioning 2. Once provisioning is complete, you will receive a confirmation
email with the subject line: “Your mailbox is now connected to
Dynamics 365”.
 NOTE: If you have not received this email within one week,
open a ticket in Solution Central.

4 Connect to Dynamics The next time you open Outlook, the Dynamics 365 icon will appear in the
365 in Outlook ribbon at the top of the page.

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MS Sales
Follow these steps to provision MS Sales:
Major step Detail

1 Prerequisite Confirm connection to MSFTVPN

2 Navigate to MS Sales Landing Page

3 Select Request or Modify an Account

4 Select Under current access, select Create MS Sales Account or Modify MS Sales
Account

5 Select Select your Default Reporting Subsidiary country in the drop down

a. Select additional areas which you also support (UK,

Canada, LATAM, US, ANZ)

b. Note: Only select areas you support, not all

areas/subsidiaries. It is a compliance policy to access only
the geographies you cover

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6 Select Select All Business Groups

Note: Make sure that the boxes have a check mark rather than a grey fill
in

7 Read & accept MS Sales Security Policy

8 Submit Request Submit your request to your direct manager for approval

MSX Insights (MSXi)

Education associates and managers: Follow these steps to provision for MSX Insights.

Major step Detail

1 Navigate to MSX Navigate to MSX Insights Landing Page.

Insights

2 Create MSXi profile 1. Select profile picture on the top right of the page.
2. Select profile settings
3. Select add profile
4. Select the area drop down menu and select the region you support
5. Select the role category drop down menu and select the correct
role:
o Associates: Account Executive (EC)
o Managers: Leader (SMC)

Explore.ms
Education associates and managers: Follow these steps to provision for Expolore.ms.

Major step Detail

1 Navigate to Navigate to Explore.ms Landing Page.

Explore.ms

2 Create Explore.ms 1. Select Register.

account 2. Select either work or school account.

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3. Enter full Microsoft employee account and select submit.

4. Authenticate Microsoft employee account and select next.

Register account 1. Select Internal Registration link on registration page.

2. Fill in all required information:
o First and last name
o Display language
o Email address
o Business justification
3. Select register to finish registration process.

Provisioning Volume Licensing Field Center (VLFC)

Follow these steps to provision VLFC.

Major step Detail

1 Submit request 1. Navigate here to request access by:

a. Selecting your approving manager from the drop-down list.
b. Selecting “Microsoft Sales Representative Viewer” as your
role.
c. Entering “Access needed to quote as an Assisted Sales
seller” as your reason for requesting access.
2. Select Submit.

2 Manager approval After receiving confirmation from Microsoft Licensing, VLFC access is
enabled.

NOTE: Your Hub Manager will receive the approval request email within
24 hours of your request. The approval request email may be routed to
another folder than in the inbox and may need to search for “Your Volume
Licensing Field Center Role Request” in Outlook to find it. If you experience
any issues with VLFC provisioning, contact RHD for assistance.

Teams Deferral
Managers follow these steps to Teams Defer to allow Telephony in MSX for an associate.

Major step Detail

1 Manager add users to 1. Navigate to IDWeb ApptexP (Apportal Teams Exception Users)
security group security group.
2. Select Members.
3. Search for name in the Members to be Added field.
4. Select Ok.

2 Request Teams Submit Global Help Desk tickets for any new alias that needs to be added

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deferral to the Teams Deferral list, also called Skype for Business “Island Mode.”

1. Open Global Help Desk ticket -

https://microsoft.sharepoint.com/sites/cseweb
2. Select Create a Helpdesk ticket.
3. Fill in required fields:
a. Preferred Contact Method (GHD usually reaches out via
Teams chat if there are questions)
b. Category of Issue: Application & Service
c. Impacted Application, Service: search for ‘Skype’ and select
this option
d. 0365 Suite – EUSE – Skype for Business – Cloud
e. Short Description: Skype for Business | Please add MSFT
Hub associates back to Skype for Business "island mode”
4. Please describe your issue below:
a. Microsoft Store DSS sellers leverage MSX D365, which is
currently integrated with Skype for Business (not Teams) for
outbound calling. In order for Hub sellers to leverage MSX
and have their call activity logged, they need to be added
back to SfB "island mode". Attached is a list of 18 hub
associates who have already been added to the 'ApptexP'
security group and now need to be added to SfB "island
mode" list.
5. Add Attachments: If you have more than 10 users,
recommendation is to add an attached. Fields to include:
a. Full Name.
b. Email Address.
c. Alias (please be sure this is correct; should NOT be first
name, last name).

NOTE: Requests can take two-three days to be approved.

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Manager-only Systems and Tools

MS Sales Access
Major step Detail

1 Navigate to Access 1. Go to the MS Sales site > Security & Access > Accounts.
Request Form 2. Under MS Sales Data: User Account, select Modify an existing, or
request a new User Account – User Account – User Account.

2 Review and Attest to 1. Review the MS Sales Terms and Conditions. Type your name
Terms & Conditions exactly as it appears to agree to the Terms and Conditions. The text
box is case-sensitive.
2. Select I Agree.

3 Select Data to Access 1. For Subsidiary Selection, select ALL SUBSIDIARIES.

and Submit Request

2. For Business Selection, select all of the following:

a. Services
b. Unassigned
c. Field
d. Non Field
e. NonChannel
f. Store Field
g. Stores NonField

3. Do not select the additional field for OEM or JV Access

4. Select Submit.
5. You will be prompted to add a business justification. Enter the

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following statement:
a. MS Stores field leader in need of access to the Stores PnL
6. Select Submit Request.
7. Note: Try an alternate browser if information is not appropriately
populating or if page is timing out when accessing through Edge.

4 Monitor your Request 1. Monitor your request in the Account Status & History portal.
2. Current Access: Shows your current MS Sales subsidiary and
business selections permissions.
3. Pending Request Status: Shows the status of your request.
4. Account History: Houses historical requests organized by Request
IDs.
5. Note: It can take up to four hours for a request to be visible in both
Current Access and Account History.

Ulysses Access
Major step Detail

1 Navigate to IDWeb 1. Go to the IDWeb.

2. Open Bulk Group Operations.

2 Search for Security Enter Ulysses Cube Users into the search field and click enter.
Group

3 Join Group Select Join Group.

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Mercury Access
Major step Detail

1 Navigate to IDWeb Go to Mercury Request Form.

2 Select Data to Access 1. Expand Advanced section.

and Submit Request 2. Expand Consolidated GAAP section.

3. Select Consolidated GAAP checkbox.

4. Select Submit.

3 Monitor your Request Monitor your request in the My Mercury Request History portal.

Revision history
Date Revised by Reason for change

2021-11-22 SOR Team Initial consolidation of device setup and system/tool

provisioning guidance

2022-12-02 Field Ops Updated to align with DSS reorganization

2023-03-09 Field Ops Updated with MSXi and Explore.ms guidance

CONFIDENTIAL. Internal Use Only. Microsoft makes no warranties, express or implied.

© 2023 Microsoft Corporation. All Rights Reserved.

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