Microsoft Retail Management System:
Frequently Asked Questions from Partners
Q) I received a Microsoft® Retail Management System Welcome Kit when I joined the Partner Program—what items should my kit include?
Your Welcome Kit should include the following items:
- Welcome Letter
- Microsoft Retail Management System Partner Handbook
- Marketing Brochures and Product Data Sheets
- Evaluation CDs: Microsoft Retail Management Store Operations, Microsoft Retail Management Headquarters, and Microsoft Point of Sale
- Reference Manuals: Store Operations and Headquarters
- Getting Started Guides: Store Operations and Headquarters
- Not For Resale 3-User License for Store Operations
Q) I would like to order an additional Microsoft Retail Management System Partner Handbook. How do I place an order?
To order additional copies of the Handbook, e-mail mbsorder@microsoft.com and refer to SKU RQKT-0000-R000000.
Q) What is PartnerSource?
PartnerSource is an internal Microsoft Dynamics™ partner site designed to help our partners increase sales, improve skills, and deliver superior service and products to customers. Around the clock, from any location, partners can access product updates, downloads, and training materials; attend online sessions; register for special events; exchange information with other partners; and much more.
Q) How do I gain access to Partner Source?
PartnerSource is a password-protected resource that can only be accessed by qualified Microsoft reselling partners. You will need to complete the PartnerSource Agreement, which you can download here or by clicking through www.partnerwithrms.com. You can also obtain the agreement form through your Microsoft distribution resource. Simply complete and return the form according to printed instructions. When the agreement is received by Microsoft, access information will be e-mailed to the appropriate contact at your organization.
Q) What is VOICE?
The Virtual Organization Information Center (VOICE) system is a sub-site of PartnerSource that can help you work more effectively as a member of the Microsoft Virtual Organization. After you sign the PartnerSource Agreement and receive access to PartnerSource, you are automatically set up with a VOICE account (use the same login and password as PartnerSource). You can use VOICE to register for newsletters such as the Insights Newsletter for Microsoft Point of Sale solutions, check your sales activity, verify certification status per product, assign access rights for your staff, and monitor support incident usage. To access VOICE, click here or click through www.microsoft.com/businesssolutions >> Partner Source >> VOICE.
For step-by-step guidance on the process of establishing yourself as a partner, see the New Partner Checklist on pp. 23-25 in the Microsoft Retail Management System Partner Handbook.
Q) I received evaluation software in my Welcome Kit. How do I install it and how long does the evaluation period last?
Evaluation software gives customers a hands-on opportunity to explore Microsoft Retail Management products during the sales process. Simply install the product on a machine from the CD included with your Welcome Kit. Once installed, the evaluation period is as follows:
Microsoft Retail Management Store Operations
Live Time: 60 Days from date of installation
Limits: 5 line items per mock transaction / 3 user or lane limit
Microsoft Retail Management Headquarters
Live Time: 45 days from date of installation
Limits: 5 concurrent stores maximum
Microsoft Point of Sale
Live Time: 30 days from date of installation
Limits: 3 user or lane limit
Q) Can I order more evaluation CDs for Microsoft Retail Management System and Microsoft Point of Sale solutions to share with my prospects?
Yes. You can send your order request to mbsorder@microsoft.com, or place an order through PartnerSource by clicking through Partner Source >> Pricing & Ordering >> Place an Order. Evaluation software for Microsoft Point of Sale must be installed on a machine that is Internet-enabled, as the evaluation mode is activated online.
Q) How are Microsoft Retail Management products licensed and priced?
For information about licensing, pricing, and licensing scenarios, see pp. 4-7 in the Microsoft Retail Management System Partner Handbook. You can also access a detailed price list here or by clicking through www.microsoft.com/businesssolutions >> Partner Source >> Pricing & Ordering.
Prices do not include maintenance or partner discounts. A brief description of licensing is as follows:
Microsoft Retail Management Store Operations is licensed according to the number of live POS lanes running simultaneously in one physical store location. A hard-lock security key (dongle) is used to regulate the number of lanes that can be operating simultaneously in the environment. The dongle does not regulate networked workstations that do not run Store Operations POS, such as manager workstations running Store Operations Manager exclusively for reporting and other back-office functions.
Microsoft Retail Management Headquarters is licensed according to the number of individual Store Operations or inventory databases that are part of the chain of stores. The dongle regulates the number of individual stores that may connect and exchange data with Headquarters.
Microsoft Point of Sale is licensed by the number of active check out lanes running simultaneously per physical store. This product does not use a dongle. The back office or Manager is offered to licensed POS users without additional fees.
Q) Who do I contact to place license orders?
Microsoft Retail Management products are furnished to qualified Microsoft partners through our distribution partners. Please note that if you wish to sell Store Operations or Headquarters, you must first successfully pass a product certification exam. Learn more about certification requirements.
Partners can set up an account with ScanSource:
ScanSource
800-944-243
Q) Do Microsoft Retail Management products integrate with other business management or accounting products?
The system works with Microsoft Office System applications—such as Microsoft Office Word, Microsoft Office Excel®, and Microsoft Office Small Business Accounting—as well as with Microsoft Dynamics applications such as Microsoft Dynamics GP (formerly Microsoft Business Solutions–Great Plains®), QuickBooks, Peachtree, Blackbaud, MYOB, and others. For information about product integrations, click here, or click through www.microsoft.com/businesssolutions >>Partner Source >> Products >> Retail Management >> Product Information.
Q) What payment processing integration can I offer to my customer with Microsoft Retail Management Store Operations?
Partners and customers have choices among integrated providers to choose from. To learn about the providers and the value proposition to partners and customer, click here or click through www.microsoft.com/businesssolutions >> Partner Source >> Product >> Retail Management >> News and Events.
Q) I have reseller relationships with key peripheral manufactures. How do I determine whether those peripherals are compatible with Microsoft Retail Management products?
The Hardware Compatibility List is the tool used by partners and customers to determine if existing or favored product is compatible with Retail Management. To view the list, visit here.
Q) Can I customize Microsoft Retail Management to meet specific customer needs?
Microsoft Retail Management partners certified on Store Operations are eligible to receive the Customization Guide. This guide is a “technical readiness” resource that documents how to customize Microsoft Retail Management System. Those areas of Microsoft Retail Management System that can be customized and that are available for integration to third- party products are clearly identified and documented. To request your copy, click here or click through www.microsoft.com/businesssolutions >> Partner Source >> Products >> Retail Management >> Product Information.
Q) Where can I locate add-on solutions from third-party developers?
The Microsoft Partner Program has developed great resources for partners looking to leverage their custom software solutions, or seeking third-party applications for their point-of-sale solutions. Solution Finder will help partners connect with one another, enabling them to help each other build comprehensive and custom solutions for their customers. For more information click here.
Q) Why does Microsoft require partners to pass a certification exam before they are eligible to sell Microsoft Retail Management Store Operations and Microsoft Retail Management Headquarters?
The exam allows partners to demonstrate a deep understanding of technology and functionality for Microsoft Retail Management products. Customers are relying on partners to ensure a successful implementation and long-term adoption of the solution. Partners who bring both product knowledge and industry expertise to customer prospects offer a winning combination.
Q: Will my organization have to become certified to sell Microsoft Point of Sale?
Microsoft does offer a certification program for Microsoft Point of Sale, including Foundations Library tutorial, eLearning, and a certification exam. However, partner certification is not required. You can explore training resources for Microsoft Point of Sale by clicking through www.microsoft.com/businesssolutions >> Partner Source >> Training and Certification >> eLearning.
Q) How many exams must I pass?
Partners must pass the exam associated with the product they wish to sell. One exam exists for Store Operations. One exam exists for Headquarters. Once you successfully pass the exam, you may begin purchasing that product through the Microsoft Retail Management distributor of your choice.
Q) How do I prepare to take one of the Microsoft Retail Management certification exams?
Microsoft offers partners access to various training resources to prepare for the certification exam(s) through training manuals, online training libraries and MBS education centers. To learn more about those options, click here or click through www.microsoft.com/businesssolutions >> Partner Source >> Training and Certification >> ELearning.
Q) Where can I learn more about the actual certification exams?
Certification guides offer exam specifics, exam preparation tools, and exam topics. Download the guides here or click through www.microsoft.com/businesssolutions >> Partner Source >> Certification >> Retail Management Certification exam.
Q) Where do I take the exam?
All Microsoft certification exams are hosted at testing centers positioned nation wide. Visit www.vue.com/mbs or www.prometric.com to locate a testing center near you.
Q) Where can I find out more about enablement training from Microsoft offered at no charge?
Microsoft Business Solutions does offer distance learning topics ranging from sales skills training, technical training and/or industry education. Whether featuring Microsoft speakers or an industry expert, Microsoft hosts sessions to boost partner know-how. For partners who join the live broadcast you can ask the expert direct questions. These learning experiences are recorded and archived at Microsoft Partner Readiness Site.
All upcoming events are announced through the Retail Industry Insights Newsletter. Enroll today by clicking through www.microsoft.com/businesssolutions >> Partner Source >> VOICE and view the upper left hand tree navigation to register.
Q) What is the Microsoft Partner Program?
This worldwide partner program is for technology partners that use and deliver Microsoft software and value-added services. The program forms the basis of the partner’s relationship with Microsoft, particularly with sales, training, and technical support and consulting services. Partners can profile themselves with the program to gain a Registered Partner status immediately at www.microsoft.com/partner.
Q) Do I have to join MSPP to qualify to sell Microsoft Retail Management products?
While not required, joining the Microsoft Partner Program is recommended to ensure you are profiled as a partner concentrating in your desired segment and to ensure you have access to specific benefits.
To learn more about MSPP, see pp. 12-13 in the Handbook. You can also learn more about MSPP benefits by visiting www.microsoft.com/partner.
Q) How do I keep informed about the latest news for Microsoft Retail Management?
In addition to frequent visits to PartnerSource, partners are encouraged to sign up for the Insights Newsletter for Microsoft Point of Sale solutions. This newsletter is delivered bi-monthly and carries all of the latest news, announcements, offers, and programs available to Microsoft Retail Management partners. You can sign up for the newsletter here or by clicking through www.microsoft.com/businesssolutions >>Partner Source >> VOICE >> Insights >> Subscribe.
Q) Where can I go to connect with other Microsoft Retail Management partners to share ideas?
You can actively share ideas and support with partners through discussion groups within PartnerSource here or by clicking through www.microsoft.com/businesssolutions >> PartnerSource>> Discussions>>Retail Management.
For more information about the Microsoft Retail Management partner community, see pp. 14-15 in the Handbook.
Q) What marketing tools does Microsoft make available for partners to use to promote our certification with Retail Management?
Microsoft offers a rich range of marketing tools for partners, including:
- Customizable direct marketing campaigns
- Event services
- Marketing collateral including brochures, demo scripts, presentations, video, online demonstrations, customer success stories, and more
- Tradeshow booths
- Partner engagement programs
- Vertical marketing kits to support focus on retail niches
- Gear Up, a Web site dedicated to providing integrated marketing, sales, and training resources
For more information about marketing programs and collateral, see pp. 16-20 in the Handbook.
Q) My customer is asking for a customer reference—how do I obtain one?
Microsoft produces case studies focusing on our customer installations in a variety of environments to demonstrate the success of Microsoft Retail Management System with the retail user.
In addition, Microsoft offers a Customer Reference program whereby you may formally request the contact information of a customer that has volunteered to be a reference and welcomes your communication. To learn how to submit a reference request click here or click through to www.microsoft.com/businesssolutions >> Partner Source >> Solutions >> Retail Management >> Sales & Marketing >> Customer Reference Form.
Q) As a Microsoft Retail Management partner, how do I gain access to technical support?
Partner Service Plans are offered to all Microsoft Dynamics reselling partners. In specific, Microsoft Retail Management partners can purchase packages called Flex Services or Flex Preferred—packs of incidents to be used when contacting Microsoft Business Solutions for telephone or e-mail support. To find out more about pricing and purchasing information for Flex Service plans, click here. You can also click through www.microsoft.com/businesssolutions >> PartnerSource >> Services & Service Plans >>, or e-mail mbsparsv@microsoft.com
Q) How do I contact technical support?
Partners can register a support incident in one of two ways:
- File an incident electronically any time of day via Partner Source >> Support
- Report an incident by phone at (888) 477-7787
Q) Can I research a support issue without contacting technical support?
Yes, you may search the Knowledge Base for Microsoft Retail Management by topic. Click here or click through www.microsoft.com/businesssolutions >> PartnerSource >> Support >> Knowledge Base. Additionally, you may access Hot Fixes and Service Pack downloads here or by clicking through www.microsoft.com/businesssolutions >> PartnerSource >> Support >> Downloads & Updates.
Q) How do I explain to my customer how Microsoft technical support works?
Use the Microsoft Dynamics Services Guidebooks as a reference when your customers have a question about how we deliver a particular service. To access the guidebook, click through www.microsoft.com/businesssolutions >> Partner Source >> Services and Service Plans >> and select Retail Management Guidebook.
Q) How can I ensure that I sell the right services plan to my customers?
Sales tools and customer-ready literature are available to partners to use during the sales engagement. To access these resources, click through www.microsoft.com/businesssolutions >> Partner Source >> Services and Service Plans >> and select the Customer Service Plans.
For more information about support resources, see pp. 20-21 in the Handbook.
Q) Do I have representation at Microsoft to assist with sales support for Retail Management?
Yes. Partners representing Microsoft Retail Management can tap subject matter experts in the field to assist with product sales and opportunity management. The teams are divided into regions.
Regional Field Specialists are dedicated to assisting partners with pre-sales support:
Region: West {AK, AZ,CA,CO, HI,ID, MT,NM, NV,OR,WA}
Jason Hardesty: jasohar@microsoft.com (425)707-7728
Region: Central {AR, IA, IL, IN, LA, KS, KY, MI, MN, MO, ND, NE, OH, OK, SD, TN, TX, WI}
Mark Campolieto: markcamp@microsoft.com (773) 348-7189
Region: East {AL,CT, DE, FL, GA, MA, ME, MS, NC, NH, NY, PA, SC, VA, WV}
Mike Miller: michaemi@microsoft.com (703) 673-7621
Q) If I am not sure where to report my inquiry, is there a general contact I can use?
If you have general questions, please contact:
Partner Resource Desk
(800) 426-9400
Option 1 >> ext. 81972
You can also send an e-mail to the Microsoft Retail Management System mailbox at chaching@microsoft.com. The team will field your inquiry within 48 hours. |