*CALL FLOW

-Opening: Thank you for calling Microsoft partner network. My name is _____ (mic
ropause).
-May I have your first and last name with your partner ID please?
-How may I help you?
-Acknowledge empathize, assure/I'll be happy to assist you with (issue)", or "I'
ll be happy to look into this for you"
-restate name as trusted advisor/Once again my name is __________
-PII: email, phone no.
-probing :
-set expectations/Providing options
-confirm agreement
-provide solution
-Is there anything else I can assist you with?/ Have I answered all of your ques
tions today?
-recap
-offer case ID/would you like me to provide you the case ID for this call?
-closing - thank you for calling Microsoft partner network ____(name of caller)
1.
What is MPN? - Microsoft Partner Network provides tailored fit benefits,
tools, resources, solutions and support to help build your business.
OR
The Microsoft Partner Network is designed to help qualified companies build, sel
l, service, and support solutions for their customers based on Microsoft.
2.
How to sign up with the partner network
Association
*check first if caller is already associated so effort won t be wasted.
Low partner effort
-site https://partners.microsoft.com/partnerprogram/Welcome.aspx
http://tinyurl.com/partnernetwork
-sign in
-associate individual or enroll org
-find organization, 3 options company name/location + country/region, URL , part
ner ID
-click find org
-result
-associate to org
-name /email
-submit
-pre approved domain
-contact admin
-link for individual profile
-Ask the partner if admin(global) is available.
-Adding person name, partner id, email, phone no.
3.
MPN requirements and benefits
Requirements:
Should be an IT company with at least 75% of its business revolving around MS pr
oducts/solutions.
Privately-held organization/Non-Government
Profit
Oriented.
From a non-embargoed country.
4 types of core benefits:
Sell
for resellers to get more
Market
effectively market their business
Deploy
Consultation
Support
Support needed

Plan and Enable

Productivity

4.
Overview of MPN Benefits
a.
Competency Logo Create your own logo to differentiate your business as a
Microsoft partner and get more of the customer recognition you deserve. (networ
k and action pack has one, logo builder, silver= silver logo, gold = gold logo)
b.
Partner Marketing Center - To promote (campaign materials, customizable
templates, etc.) (go to partners.microsoft.com>resources>market>)
c.
Advisory hours - Partner advisory hours are the currency used to access
Microsoft experts that can help you solve technical presales and deployment scen
arios. Use your hours to get remote customized technical guidance for competing,
developing, and deploying cloud and hybrid solutions for your customers.
d.
Product Support - can use for their organization and client. (break fix
)-fix what is broken, any tech issue (errors), ex. Server is down. Diff bet prod
support and advisory.
e.
Partner Community - forum page (partners forum and agents forum)
-Access unlimited, no-cost technical support for Microsoft engineers. You can al
so connect with other partners and answer questions
f.
Signature Cloud Support - exclusive to cloud members, Unlimited support,
Competency for each product e.g. (Office 365, Windows server 2012).
-Microsoft Partner Signature Cloud Support is an exclusive technical benefit tha
t provides qualified cloud competency partners with an elevated level of technic
al support for select Microsoft cloud products. You will receive access to techn
ical support engineers who will work directly with you, have extensive product-s
pecific knowledge, and are accountable for driving cases from start to finish.
g.
Partner University - exams, tests to be certified to prove to be an expe
rt on a certain product.
5.
Anniversary Date
- For network Member:
Account anniversary/Membership date
If activated 1-15 = 15th ,16-31 end of the month.
Activated date diff from anniversary date
*90 days away from membership date renewal window
6.
Associating Individuals / Requesting association
7.
Verification Process
- PII (We need 3)
First and Last name
Email address
Part ID or case ID
*Shipp add
*Tel no
8.
Administrative rights
9.
Contact Roles
10.
Organization s hierarchy

Microsoft partner network provides tools, resources and support for your busines
s needs.
MPN provides tailored fit benefits, solutions and support for business oriented
organizations.
1.
Should be an IT company with at least 75% of its business revolving arou
nd MS products/solutions.
2.
Privately-held organization.
3.
Profit Oriented.
4.
From a non-embargoed country.

3 levels
Network(Enroll, Action Pack), Silver, Gold
4 types of core benefits:
Sell
for resellers to get more
Market effectively market their business
Deploy Consultation
Support
Support needed
Plan and Enable
Productivity
Sell
Microsoft Partner Incentives Incentives, not only for profit but they receive in
centives also like licenses.
Microsoft Payment Solutions
Set up payment solutions.
MS License Wise Volumes Licensing - Price Quotes for Volume licensing or others
Technical Presales Assistance Presales
Market
Partner Newsletter
Partner Marketing Center
To promote (campaign materials, customizable templates,
etc.) (go to partners.microsoft.com>resources>market>)
Marketing listing in Microsoft Referrals
pinpoint or partnercenter.microsoft.com
(directory for MS partners), like LinkedIn,
MS competency Logo - network and action pack has one, logo builder
Deploy
Support
Product support
can use for their organization and client. (break fix)-fix what
is broken, any tech issue (errors), ex. Server is down. Diff bet prod support an
d advisory.
Partner Support community
forum page (partners forum and agents forum)
Signature cloud support exclusive to cloud members, Unli support, Competency for
each product e.g. (Office 365, Windows server 2012).
Partner University exams, tests to be certified to prove to be an expert on a ce
rtain product.
Plan and Enable
*MSDN

(MS developer Network) used for testing and development.

For network Member:

Account anniversary/Membership date
If activated 1-15 = 15th ,16-31 end of the month.
Activated date diff from anniversary date
*90 days away from membership date renewal window
For inactive accounts

18 months

disabled, archived

Activation Mar 21
Anniversary Mar 31
Renewal Window jan 2017 90 days before anniv date
Deadline Mar 31 2017 anniv date

Expired
April 1 2017 after anniv date
Archived Sept 1 2018
18mo after anniv date
Simplified registration link
https://partners.microsoft.com/partnerprogram/Welcome.aspx
4814339 Partner ID training wave 15
1110653 example
1121211 CDW
2185398 MCPID
3583657 Dummy by Microsoft
pmazzini@altitudo.com impersonate user on msppdd
aalbayaty@jmpeng.com, skeske@insitesoft.com MSDN subscribed
1129572
1179369
Don t say domain ,instead company email or work email
PII (We need 3)
F and L name
Email add
Part ID or case ID
If not all 3 are available
Shipp add
Tel no
Call Flow
Opening:
How may I help you?
Acknowledge/Assure
Restate name/ Trusted adviser:
PII name, partner ID, email, phone no.
Probing
Setting expectations/Overview of options or resolution
Confirm agreement
Resolution
Recap
Case ID:
Closing
*no need to follow the 4 requirements just tell them about the terms and agreeme
nt.
Association
*check first if caller is already associated so effort won t be wasted.
1.
High partner effort
-site
-membership
-enroll
-Join exist org
-Comp name,location,url all*
-Submit
-No results/found
-Name/email preapproved, auto approve

-Email link for approval

2. Low partner effort
-site
-sign in
-associate indiv or enroll org
-find org, 3 options company name/location, URL , partner ID
-click find org
-result
-associate to org
-name /email
-submit
-pre approved domain
-contact admin
-link for individual profile
-you will be sent an e-mail notification and instructions on how to comp
lete your association.
3.
4.

Ask the partner if admin(global) is available.

Adding person name, partner id, email, phone no.

PROBING
Ex: I want to join the company
-Opening: name, PID, Email (Do you have a company email?), Phone,
-What s your role in the company, May I ask why you want to join this company?
-What s your end goal?(Reason for joining)
*optional: check email if it is a Microsoft account, ask what email she is goin
g to use to register.
https://partners.microsoft.com/partnerprogram/accountinformation.aspx

Merge
Inviter s status would be the status of the same org that was merged
Inviting org
any GA
Invited org- PPC(HQ)
Inviters name = same as the invited if merged
*can be edited
HQ of invited will be below the HQ of inviter
HQ(invited) will be on the location under HQ(Inviter)
PPC(GA) of HQ invited = PPC(GA) of Location under HQ(Inviter)

TITLE: TZ_MPNPhone_PartnerID_Partnername_Issue
E.G. EST_MPNPhone_1121211_Eden Porsangi_MCP Association
EST
CST
MST
PST
W/in Business Hours

Subjective: I m having issues linking my MCP ID.

Objective: MCP association for eden
Name: Eden Porsangi
Partner ID: 1121211
Phone no: 678-526-1936
Email: edenporsangi@cdw.com
MPN Role: MCP
Assessment:
Partners ID: partners\arv_agl_raros
>
>
>
>
>
>
Plan:
Action for Partner: complete exam
Action for MS: Send Email for steps to assign global admin rights.
Next Contact: Date Time_Time Zone
*aging ticket 20-30 days
Subjective: I want to enroll for an Action Pack.
Objective: Action Pack Subscription enrollment for Fherl.
First and Last Name: Fherl Ortiz
Partner ID: 4814339
Phone number & time zone: 9268679907 PST
e-mail address: K150@datascrubbed.com
MPN role: Global Admin
tech id:
ASSESSMENT:
Inbound: partners\arv_agl_cebus
>partner called in because they want to enroll for an Action Pack Subscription.
>checked on partner account ; Network membership is active, partner is global ad
min
>assisted partner with the enrollment process.
>enrolled successfully.
>checked on partner account; action pack confirmed active
>offered case id
>asked permission to close case; partner confirmed
>end of call
--------------------PLAN:
Action for partner: na
Action for Microsoft: na
Next contact: na

Up to
Ask partner what he is seeing on his screen or website
Do you have a specific license that you want to add to your organization?
Do you have other specific software that you want to

How many employees do you want to have access to

Thanking or congratulating a partner after enrolling
Centers of excellence
(Multiple tabs)
(These tabs are our center of excellence)
Sample Probing For Competency
What's your line of business?
What does your company focus on?
Is there any specific Microsoft product that need to have along with your benefi
ts?
How many employees do you have?
Do you have a specific license that you need access to?
Do you have a specific benefit that s your looking for?
What does your business revolves on?
Are you a trainer, reseller, developer?
What products/platform are you using?
Notes :
Always give an overview/ introduction before walking the cx through the website
Open the core benefits page
Open the Competency Skill page
Partner program
1st Brief hold
2nd few minutes
Mike Thiboboeau
4878116
Network member (signed up)
Office 365 deploy
campus-store@viu.ca
250615759
End users
Companies
Dynamics (planning)
Glen Mire
1020948
January 15, 2017
Anniv date
Early renewal
Requirements for devices and deployment
How many employees
How many needs access
What licenses
CSP Cloud service provider
____________________________________
Cliff burts
3024173

get rid primary program contact no longer in the

Email:
630966798
cliff.burt@gmail.com
417 S WRENN ST
HIGH POINT, North Carolina, 27260-6642
United States
_____________________________
QA Arn
Peter Hedrick
1547024
4565795665
admin@onthesepalyaparrel
pghedrick@ondisplayapparel
competency to attain
silver
create programs
Visual studio
8 Employees
new batch of 5 employees nxt year
Total: 13
S201612011403305989
_________________
QA Ernest
1020948
glenn Mire
when is anniversary date
renew silver competency data center?
help with check completed
email: glenn.myer@hotmail.com
601965440
(601) 9565440
gmmier@ventech.com
April 15, 2017
S201612011426297243

Non Retiring (17)

App Devt
(azure, visual studio, windows, windows server 2012)
Developers
[skills assessment, learning partner, Certified IP path]
App Integration
(Microsoft .NET Framework, Microsoft BizTalk Server)
Integrators
Skills assessment, Learning partner
Devops
(visual studio)
app lifecycle
Skills, learning
Data Center- (Azure)
Providing the resource/facilities for information storage/security
Skills, learning, certified IP
Data Platform

(System Center, Azure, windows server)

using data for solutions
Skills, learning, certified IP
Data Analytics
(Office, sharepoint server, sql server, Power BI)
Analyzing data
Skills, Performance(learning, Power BI), Certified IP
Cloud CRM
(CRM Online(Cloud))
Performance(learning, distributor options cloud crm app partner option,
cloud crm
Enterprise Resource Planning
(Dynamics products)
Lifecycle Management
Performance(Erp reseller option, learning), ERP App builder
Enterprise mobility Management
(Enterprise mobility Suite, Azure directory) (Cloud)
Cloud security solutions
Performance(>ems performance goal>learning)
Messaging
(Exchange online)
Email/outlook solutions
Skills, learning, certified IP
Communications
(Skype for business)
Skype Solutions
Skills, learning, certified IP(ISV, IHV)
Project and portfolio management
(Project online, Visio)
Managing projects for clients
Skills, learning
Small and midmarket solutions
(Office 365) (cloud)
smb 0365 clients
Performance goal (sales)
Cloud platform
(Azure)(Cloud)
Azure solutions/services
Performance (azure consumption, learning, distributor, hosting)
Cloud productivity
(O365) (Cloud)
Enterprise 0365 clients
Performance (reseller(sales), learning, distributor)
Collaboration and content
(sharepoint)
Skills, learning, certified IP
Windows and devices
- (windows)
- skills, performance(learning, surface reseller), certified IP(not yet live)
5 Cloud competencies
Cloud Productivity
Cloud Platform
Cloud CRM (Customer relationship Management)
Small and midmarket cloud solutions
Enterprise mobility management
11 Hybrid competencies:
Application Development,
Collaboration and Content,

Communications,
Customer Relationship Management, *
Data Analytics,
Data Platform,
Datacenter,
Devices and Deployment, *
Messaging,
Midmarket Solution Provider, *
Project and Portfolio Management
On Premise Competencies:
Windows and devices
Volume licensing*
Hosting*
OEM*
digital Advertising*
Software asset management*
Intelligent Systems*
Learning*
Distributor*
App integration
Devops
Enterprise Resource Planning
Identity and Access*

On premise competencies
Retiring competencies:
CRM(on premise)<>cloud crm
Devices and Deployment<>windows and devices
Digital Advertising
SMCS(O365 for SMBs),Cloud Productivity(O365),CC(Sharepoint),
AppDev(on premise),
Distributor not attainable, invitation only(MS will choose)
CRM Cloud CRM, O365-Cloud prod, Azure-Cloud Platform
Hosting <> Cloud platform
Identity and access<> Enterprise mobility Management
Intelligent systems<>
Learning<> Small and midmarket cloud solutions
OEM<>Windows and Devices
Software asset Management
Volume licensing<> SMCS-O365 for SMBs,CloudProd-O365,CloudPlatform-Azure
Midmarket Solution Provider
Small and midmarket cloud solutions>>Cloud Platform(
Azure),Cloud Productiviy(O365)>>
Core requirements
3 paths:
Skills assessment Exams, Certifications, assessments, Revenue
Performance Certified IP - 1) ISV/App Builder Option certified App or 2) OEM Option
d Device.
Customer references

Competency Evolution

Certifie

-migrate partner to hybrid or cloud

-easy access, access anywhere (cloud)
http://mpnevolution.com
July 30, 2016
Last day to sign up for an affected competency.
We will no longer accept new membership enrollments
for these competencies after July 31, 2016.
October 30, 2016
Last day to renew an affected competency.
If your anniversary date for an affected
competency is between October 31, 2016 and
January 15, 2017, you ll need to renew by
October 30, 2016 to keep your benefits.
January 30, 2018
Retiring competencies are no longer active.
Tech Assessments 2 years exp
Partner center (Formerly Pinpoint)

Microsoft referrals

What is MPN Evolution?

There is a growing demand for cloud solutions/services from our clients and end
users and we want to make sure that you have a leverage through our Cloud compet
encies.
By moving to a Cloud competency, you have access to more Cloud products which wi
ll give you first-hand experience and will make you more equipped with the knowl
edge to sell and support Online services.
With the growing demand for cloud solutions and services. The Microsoft Partner
Network is optimizing competencies to help enable partners to respond to their
evolving business needs and switching to cloud services will save time, save mon
ey and leads to better flexibility.
IUR Uses
productivity, demonstration, development and testing, and internal training purp
oses
to find office online server
-find office pro plus 2016 (OOS is included)(on premise)
-search with OS type = 32/64bit
Demo license

30-60-90 days

Activating for the wrong tenant

ABTK

additional benefit token

Sample customer reference email

https://partner.microsoft.com/en-us/membership/customer-reference-sample-email
Why our MCP John Doe is not showing up under the ERP competency anymore?
Note: If this cannot be verified in the LMT because the MCP passed exams less th
an seven business days earlier, refer to section 5.3 of this article for excepti
on rule.

Customer references expiration

2 years

Partneruniversity.microsoft.com (Learning)
https://mspartnerlp.mspartner.microsoft.com/LearningPath
Partner.microsoft.com>Resources>Training>Learning Path
Scope: requirements and benefits and everything on the partner website
Assigning seats(ex office 365 seats)

refer to cloud support

Exams
7 bus days to reflect, $165 above range, expiration until it retires
Assessment 24
48 hours to reflect, 2 years expiration
2MCP IDs transfer to MCP
MCP ID unlink
Offer walkthrough
Dynamics 365 is available for download DDP
Advisory ticket

walk through, misroute

VMT

Arvato email

http://partners.microsoft.com/

EPP

Extranet ID

https://Home.EP.Microsoft.com/Login.aspx

VKB

Partners ID

https://vkbexternal.partners.extranet.microsoft.com/

MSLMS

Partners ID

https://mslms.cloudapp.net

LMI

Extranet ID

https://cssremote.microsoft.com/css/lmisso/home/desktop

ConnectUsUAT(Training) Extranet ID
icrosoft.com/Microsoft/main.aspx
ConnectUS(Live) Extranet ID
m/Microsoft/main.aspx
PMC
WLID
enter.aspx
CSVT

https://connectusuat.partners.extranet.m

https://connectus.partners.extranet.microsoft.co

https://partners.microsoft.com/partnerprogram/PartnerMembershipC

MSNCS http://CSVT.visualstudio.com

LMT
Partners ID
atesearch.aspx

https://partnering.one.microsoft.com/candidatemgr/Candid

KIT

https://kit.one.microsoft.com

PID Plus
CMAT

Extranet ID

Extranet ID
Extranet ID

https://pidplus.one.microsoft.com/

https://cmat.tools.cp.microsoft.com/Customer/CustomerSea

rch?accountId=&externalaccountid=cdd63bba-5fe5-416d-9229-fd0db90c9dc0&identityVa
lue=cdd63bba-5fe5-416d-9229-fd0db90c9dc0
MPN sites
Resource
Partner website Partner.microsoft.com
Partner Center https://partnercenter.microsoft.com/en-us/partner/home
Learning site https://www.microsoft.com/en-us/learning/default.aspx
LEX
Pinpoint profile guidelines
http://ppv1.microsoft.com/en-US/Guidelines
Pinpoint word file
Top Partner Questions https://partner.microsoft.com/en-us/support/top-partnerquestions
MPN Updates Partner facing
s-new

https://partner.microsoft.com/en-us/support/what

Technet https://technet.microsoft.com/en-us/
Partner University

https://partneruniversity.microsoft.com/?whr=default

DDP
msppdd.microsoft.com/msppdd
Learning Path page
https://mspartnerlp.partner.microsoft.com/LearningPath
FAQ sheet (word file)
MAPS Renewal link
https://partners.microsoft.com/PartnerProgram/Additional
EnrollmentSummary.aspx?tab=0
Visual Studio site
https://www.visualstudio.com/
MSDN tools excel sheet
Distributor's business proposal https://opportunitymanagementcenter.cloudapp.net
/
CSP FAQ page

https://partner.microsoft.com/en-US/Solutions/cloud-reseller-FAQ

MPN Evolution

http://mpnevolution.com/

MPN Phone Number: 800-6767658 /1800-MPNHELP 6:30AM

5:30PM EST

Simplified Link: https://partners.microsoft.com/partnerprogram/accountinformatio

n.aspx
https://partners.microsoft.com/partnerprogram/welcome.aspx
Cezaralain.bustos@arvato.com
BUST018
Jeonsoft
https://phtks.arvatousa.net/
806841
https://www.arvato-sp.com/external/bpo_bp/Alloy/clark/Infor_Sec/Lists/Security%2
0Awareness%20Training/AllItems.aspx?InitialTabId=Ribbon%2EListItem&VisibilityCon
text=WSSTabPersistence
arvatousa\bust018
Pass:NT login

Partners
Name: Bustos, Cezar Alain
Username: Partners\arv_agl_cebus
https://Home.EP.Microsoft.com/Login.aspx
Caps
my.visualstudio.com/support
arv_agl_cebus@msncs.com
softest DKV
2474
Kana Account
Cezar Bustos
Arv@1aN0001
950 Training
920 Break 15mins
910 Lunch 1 hour
https://www.arvato-sp.com/external/bpo_bp/Alloy/clark/Training/Lists/Trainer%20S
urvey/AllItems.aspx
arvatousa\bust018
Pass:NT login
MS dummy account
kobevayag08
Wulfgang82!
MSLMS answers to secret questions
macabebe
alain
https://clickpay.cpi-outsourcing.com/arvato/
arv806841
Wulfgang82
Tested Products (and application validation)
http://www.microsoftplatformready.com/home.aspx
https://msdn.microsoft.com/en-us/library/windows/desktop/mt637086.aspx (Windows
dev Center)