The problem

Designs that relied upon customized lines of code were too labor intensive and held back the agile development process which has an emphasis on failing fast, learning, and landing the right functionality at the last minute.

To comply with my non-disclosure agreement, I have omitted and obfuscated confidential information in this case study. All information in this case study is public knowledge and can be found online at Microsoft's IT Showcase. 

The solution

Quick response. Our technology enables new business models at a much faster rate than ever before. To be successful, we need to help our people and processes respond quickly to changes in the market and to capture new revenue opportunities. In COSMIC, we created a Dynamics 365 system that’s almost entirely configuration-driven. Features are simply turned on or off. The lack of custom code lets us bring new business units into COSMIC very quickly. Here are a couple examples:

  • Creating SLAs. To configure an SLA, like a credit risk transaction, Dynamics 365 defines the components, such as business function, business unit, case type (such as transaction), and operations center. Success criteria is defined by choosing success (completed within 48 hours), warning (message sent if no progress after 24 hours), and failure controls and actions.

  • Defining business stages. We stitched together workflow stages in Dynamics 365. For example, in the intake (Ops In) stage, required fields such as title, business function, received date, reason, and so on, are simply toggled on or off as required. The process can be configured for one or more business units.​

My role

Working on the development team, I was responsible for providing redlines to engineers to configure the best out of the box solutions for each line of business. In certain complex interactions, we had to work through custom layouts that could then be reused. I also had to create a customer journey map from the personas and oversee design changes on the bug list as well as take the lead during scrum meetings. Because this project is not completely released into the public domain, I cannot show the assets described above that I worked on internally.

What we learned & looking forward

The reality is that business is complex, and that complexity drives unique business unit needs. We had a few situations where we had to create new components to enable the functionality we needed. We created customized but reusable components, such as our Attachment Management solutions (See below) that allows an agent to easily access all attached files from a string of emails in one place, and from there they can easily download all files.

NOTE: The entire COSMIC solution will be publicly available on AppSource in the future.

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