# Microsoft Common Data Model - Customer Service Implementation Guide

## Overview

This document provides a comprehensive guide to the SQL Server implementation of the Microsoft Common Data Model (CDM) for Customer Service applications. The implementation includes 26 core tables, 4 analytical views, and sample data for testing and development.

## Architecture Overview

The CDM Customer Service model is organized into seven functional categories:

### 1. **Foundation Entities** (4 tables)
The core tables that represent the fundamental business entities:

- **User**: System users with access to the CRM
- **Site**: Business locations/branches
- **Account**: Customer organizations
- **Contact**: Individual persons associated with accounts

### 2. **Service Configuration** (5 tables)
Tables for managing services and resources:

- **Service**: Services offered to customers
- **Resource**: Users or equipment that can be scheduled
- **FacilityEquipment**: Physical resources that can be scheduled
- **SchedulingGroup**: Resource groups or teams
- **ResourceSpecification**: Selection rules for resource allocation

### 3. **Contract Management** (3 tables)
Tables for managing customer contracts:

- **Contract**: Customer service contracts with terms and conditions
- **ContractLine**: Line items within contracts specifying services
- **ServiceContractContact**: Contacts associated with contracts

### 4. **Entitlement Management** (3 tables)
Tables for managing customer entitlements:

- **Entitlement**: Support entitlements for customers
- **EntitlementContact**: Contacts entitled to use services
- **EntitlementProduct**: Services/products covered by entitlements

### 5. **Case Management** (3 tables)
Tables for tracking service requests and issues:

- **Case**: Primary table for service request cases
- **CaseResolution**: Resolution details for cases
- **ChildIncidentCount**: Tracking of child incidents

### 6. **Service Activities** (2 tables)
Tables for scheduling and tracking service work:

- **ServiceActivity**: Scheduled service activities and appointments
- **ActivityParty**: Persons or groups associated with activities

### 7. **Complementary Features** (6 tables)
Additional tables supporting the core functionality:

- **KnowledgeArticle**: Knowledge base articles
- **KnowledgeArticleIncident**: Association between articles and cases
- **IncidentKnowledgeBaseRecord**: Knowledge base records for cases
- **SLAKPIInstance**: Service level agreement KPI tracking
- **Task**: Generic task activities
- **ResourceExpansion**: Resource expansion configurations

---

## Table Descriptions and Key Fields

### Foundation Tables

#### User
Represents users with access to the CRM system.

| Field | Type | Description |
|-------|------|-------------|
| userId | UNIQUEIDENTIFIER | Primary key |
| userName | NVARCHAR(200) | Unique username |
| firstName | NVARCHAR(100) | First name |
| lastName | NVARCHAR(100) | Last name |
| email | NVARCHAR(200) | Email address |
| phone | NVARCHAR(20) | Phone number |
| mobilePhone | NVARCHAR(20) | Mobile phone |
| isActive | BIT | Active status |
| createdOn | DATETIME2(7) | Creation timestamp |
| createdBy | UNIQUEIDENTIFIER | Creator user ID |
| modifiedOn | DATETIME2(7) | Last modification timestamp |
| modifiedBy | UNIQUEIDENTIFIER | Last modifier user ID |

#### Account
Represents customer organizations.

| Field | Type | Description |
|-------|------|-------------|
| accountId | UNIQUEIDENTIFIER | Primary key |
| accountName | NVARCHAR(200) | Account name |
| accountNumber | NVARCHAR(50) | Unique account number |
| accountType | NVARCHAR(50) | Type: Prospect, Customer, Partner |
| parentAccountId | UNIQUEIDENTIFIER | Parent account (hierarchical) |
| ownerUserId | UNIQUEIDENTIFIER | Account owner |
| siteId | UNIQUEIDENTIFIER | Primary site |
| industry | NVARCHAR(100) | Industry classification |
| numberOfEmployees | INT | Employee count |
| revenue | DECIMAL(18,2) | Annual revenue |
| isActive | BIT | Active status |

#### Contact
Represents individual persons.

| Field | Type | Description |
|-------|------|-------------|
| contactId | UNIQUEIDENTIFIER | Primary key |
| firstName | NVARCHAR(100) | First name |
| lastName | NVARCHAR(100) | Last name |
| email | NVARCHAR(200) | Email address |
| accountId | UNIQUEIDENTIFIER | Associated account |
| jobTitle | NVARCHAR(100) | Job title |
| department | NVARCHAR(100) | Department |

#### Site
Represents business locations.

| Field | Type | Description |
|-------|------|-------------|
| siteId | UNIQUEIDENTIFIER | Primary key |
| siteName | NVARCHAR(200) | Location name |
| city | NVARCHAR(100) | City |
| stateProvince | NVARCHAR(100) | State/Province |
| country | NVARCHAR(100) | Country |
| isHeadquarters | BIT | Headquarters flag |

---

### Case Management Tables

#### Case
The primary table for service request tracking.

| Field | Type | Description |
|-------|------|-------------|
| caseId | UNIQUEIDENTIFIER | Primary key |
| caseNumber | NVARCHAR(50) | Unique case number |
| title | NVARCHAR(200) | Case subject |
| description | NVARCHAR(MAX) | Detailed description |
| priority | NVARCHAR(50) | Low, Medium, High, Critical |
| severity | NVARCHAR(50) | Low, Medium, High |
| status | NVARCHAR(50) | Active, Resolved, Closed, Waiting |
| accountId | UNIQUEIDENTIFIER | Associated account |
| contactId | UNIQUEIDENTIFIER | Associated contact |
| ownerUserId | UNIQUEIDENTIFIER | Assigned to user |
| contractId | UNIQUEIDENTIFIER | Associated contract |
| entitlementId | UNIQUEIDENTIFIER | Associated entitlement |
| parentCaseId | UNIQUEIDENTIFIER | Parent case (hierarchical) |
| createdDate | DATETIME2(7) | Creation date |
| resolvedDate | DATETIME2(7) | Resolution date |
| closedDate | DATETIME2(7) | Close date |
| resolutionNotes | NVARCHAR(MAX) | Resolution details |
| billingStatus | NVARCHAR(50) | Billable, Non-billable |

#### CaseResolution
Details about how a case was resolved.

| Field | Type | Description |
|-------|------|-------------|
| resolutionId | UNIQUEIDENTIFIER | Primary key |
| caseId | UNIQUEIDENTIFIER | Associated case |
| description | NVARCHAR(MAX) | Resolution description |
| resolutionType | NVARCHAR(100) | Type of resolution |
| actualServiceDuration | INT | Time spent (minutes) |
| totalCostAmount | DECIMAL(18,2) | Cost of resolution |

#### ServiceActivity
Scheduled service work for cases.

| Field | Type | Description |
|-------|------|-------------|
| activityId | UNIQUEIDENTIFIER | Primary key |
| subject | NVARCHAR(200) | Activity subject |
| serviceId | UNIQUEIDENTIFIER | Service type |
| caseId | UNIQUEIDENTIFIER | Associated case |
| ownerUserId | UNIQUEIDENTIFIER | Assigned technician |
| startTime | DATETIME2(7) | Start timestamp |
| endTime | DATETIME2(7) | End timestamp |
| duration | INT | Duration in minutes |
| location | NVARCHAR(200) | Service location |
| status | NVARCHAR(50) | Scheduled, In Progress, Completed, Cancelled |

---

### Contract Tables

#### Contract
Customer service contracts.

| Field | Type | Description |
|-------|------|-------------|
| contractId | UNIQUEIDENTIFIER | Primary key |
| contractNumber | NVARCHAR(100) | Unique contract number |
| contractName | NVARCHAR(200) | Contract name |
| accountId | UNIQUEIDENTIFIER | Customer account |
| startDate | DATE | Contract start date |
| endDate | DATE | Contract end date |
| status | NVARCHAR(50) | Draft, Active, Expired, Cancelled |
| contractValue | DECIMAL(18,2) | Total contract value |
| contractType | NVARCHAR(50) | Service, Support, Maintenance |

#### ContractLine
Line items within contracts.

| Field | Type | Description |
|-------|------|-------------|
| contractLineId | UNIQUEIDENTIFIER | Primary key |
| contractId | UNIQUEIDENTIFIER | Parent contract |
| lineNumber | INT | Line sequence |
| serviceId | UNIQUEIDENTIFIER | Service included |
| quantityIncluded | INT | Units/hours included |
| quantityUsed | INT | Units/hours used |
| price | DECIMAL(18,2) | Line price |
| discount | DECIMAL(18,2) | Discount amount |

---

### Entitlement Tables

#### Entitlement
Customer support entitlements.

| Field | Type | Description |
|-------|------|-------------|
| entitlementId | UNIQUEIDENTIFIER | Primary key |
| entitlementName | NVARCHAR(200) | Entitlement name |
| accountId | UNIQUEIDENTIFIER | Customer account |
| startDate | DATE | Start date |
| endDate | DATE | Expiration date |
| type | NVARCHAR(50) | Support, Service, Training |
| unitType | NVARCHAR(50) | Cases, Hours, Incidents |
| unitCount | INT | Number of units |
| status | NVARCHAR(50) | Active, Inactive, Expired |

---

## Relationships and Hierarchy

### Key Relationships

1. **Account Hierarchy**
   - Accounts can have parent accounts (self-referencing)
   - Useful for parent-subsidiary relationships

2. **Case Hierarchy**
   - Cases can have parent cases (self-referencing)
   - Useful for tracking related or child incidents

3. **Resource Allocation**
   - Resources can be users, equipment, or facilities
   - Resources are organized into SchedulingGroups
   - ResourceSpecifications define which resources are needed

4. **Contract Structure**
   - Contracts contain ContractLines
   - Each ContractLine specifies a Service and quantity
   - ServiceContractContact links contacts to contracts

5. **Entitlement Management**
   - Entitlements provide support/service access
   - EntitlementContact associates specific contacts
   - EntitlementProduct specifies which services are covered

6. **Case Tracking**
   - Cases are linked to Accounts and Contacts
   - ServiceActivities are scheduled for Cases
   - CaseResolution provides final resolution details
   - SLAKPIInstance tracks SLA compliance

---

## Indexes for Performance

The implementation includes **36 indexes** optimized for common queries:

### Search Indexes
- Email-based lookups (User, Contact)
- Account number searches
- Case number searches

### Filtering Indexes
- Status fields (Case, Contract, Service, etc.)
- Priority and severity filtering
- Type classification (AccountType, ResourceType)

### Relationship Indexes
- Foreign key relationships
- Parent-child relationships
- User ownership

### Time-Range Indexes
- Date range queries for contracts and activities
- Appointment/schedule lookups

---

## Views for Analytics

Four pre-built views support common analytical queries:

### 1. v_ActiveCasesSummary
Shows all active and waiting cases with:
- Case number and title
- Priority and owner
- Associated account and contact
- Days since creation

```sql
SELECT * FROM cdm.v_ActiveCasesSummary
WHERE priority = 'High'
ORDER BY daysSinceCreation DESC;
```

### 2. v_ContractSummary
Shows contract overview with:
- Contract details and status
- Associated account
- Number of line items
- Contract value and owner

```sql
SELECT * FROM cdm.v_ContractSummary
WHERE status = 'Active'
ORDER BY contractValue DESC;
```

### 3. v_CaseServiceActivity
Shows service activities linked to cases:
- Case and activity details
- Assigned technician
- Time information

```sql
SELECT * FROM cdm.v_CaseServiceActivity
WHERE status = 'Scheduled'
ORDER BY startTime;
```

### 4. v_CustomerSupportStatus
Summarizes support metrics by customer:
- Total, active, resolved, closed cases
- Active entitlements per customer

```sql
SELECT * FROM cdm.v_CustomerSupportStatus
ORDER BY activeCases DESC;
```

---

## Sample Data Included

The implementation includes realistic sample data:

### Organizations
- 4 sample accounts (Acme Corporation, TechVision Inc, Global Services Ltd, StartupX)
- 3 sample sites (New York, Los Angeles, Chicago)

### People
- 5 system users (support staff and managers)
- 5 customer contacts with different roles

### Services & Resources
- 5 service types (Technical Support, Installation, Maintenance, Training, Premium Support)
- 5 resources (3 user resources, 2 facility/equipment resources)

### Contracts & Entitlements
- 3 active contracts with 4 contract lines
- 3 entitlements with varying support levels

### Cases & Activities
- 4 sample cases with various priorities and statuses
- 3 service activities scheduled for cases

### Knowledge & Tracking
- 4 knowledge articles (some published, some draft)
- 4 SLA KPI instances tracking case performance

---

## Key Design Decisions

1. **GUID as Primary Keys**: Ensures global uniqueness and distributed system compatibility

2. **Audit Columns**: All tables include `createdBy`, `createdOn`, `modifiedBy`, `modifiedOn` for tracking

3. **Soft Deletes**: `isActive` bit field instead of hard deletes for data preservation

4. **Extensibility**: Schema designed to accommodate CDM extensions

5. **Performance**: Indexes on common query patterns (status, owner, dates, hierarchies)

6. **Type Safety**: Enumerated values (as strings) for status, priority, and type fields

7. **Relationships**: Cascading deletes on child records for data integrity

---

## Common Queries

### Find Active Cases by Priority
```sql
SELECT 
    c.caseNumber,
    c.title,
    a.accountName,
    u.firstName + ' ' + u.lastName AS owner,
    DATEDIFF(DAY, c.createdDate, GETUTCDATE()) AS dayOpen
FROM cdm.Case c
JOIN cdm.Account a ON c.accountId = a.accountId
JOIN cdm.[User] u ON c.ownerUserId = u.userId
WHERE c.status = 'Active'
  AND c.priority = 'High'
ORDER BY c.createdDate;
```

### Contract Utilization Report
```sql
SELECT 
    c.contractNumber,
    c.contractName,
    cl.lineNumber,
    s.serviceName,
    cl.quantityIncluded,
    cl.quantityUsed,
    CAST(CAST(cl.quantityUsed AS FLOAT) / CAST(cl.quantityIncluded AS FLOAT) * 100 AS DECIMAL(5,2)) AS utilizationPercent
FROM cdm.Contract c
JOIN cdm.ContractLine cl ON c.contractId = cl.contractId
JOIN cdm.Service s ON cl.serviceId = s.serviceId
WHERE c.status = 'Active'
ORDER BY c.contractNumber, cl.lineNumber;
```

### Customer Support Effectiveness
```sql
SELECT 
    a.accountName,
    COUNT(DISTINCT c.caseId) AS totalCases,
    AVG(DATEDIFF(HOUR, c.createdDate, ISNULL(c.resolvedDate, GETUTCDATE()))) AS avgResolutionHours,
    SUM(CASE WHEN c.status = 'Closed' THEN 1 ELSE 0 END) AS closedCases,
    SUM(CASE WHEN c.status = 'Closed' THEN 1 ELSE 0 END) * 100 / COUNT(*) AS closureRate
FROM cdm.Account a
LEFT JOIN cdm.Case c ON a.accountId = c.accountId
WHERE c.createdDate >= DATEADD(MONTH, -3, GETUTCDATE())
GROUP BY a.accountId, a.accountName
ORDER BY closureRate DESC;
```

### SLA Compliance Dashboard
```sql
SELECT 
    c.caseNumber,
    c.title,
    sk.kpiName,
    sk.metricValue,
    sk.metricUnit,
    sk.targetValue,
    sk.status,
    CASE 
        WHEN sk.isCritical = 1 THEN 'CRITICAL'
        WHEN sk.isWarning = 1 THEN 'WARNING'
        ELSE 'OK'
    END AS severity
FROM cdm.Case c
JOIN cdm.SLAKPIInstance sk ON c.caseId = sk.caseId
WHERE c.status IN ('Active', 'Waiting')
ORDER BY c.priority DESC, sk.status;
```

---

## Performance Recommendations

### Query Optimization
1. Always filter by `status` when querying cases
2. Use date range filters for time-based queries
3. Include `isActive` filters to exclude deleted records

### Maintenance Tasks
1. **Index Maintenance**: Rebuild fragmented indexes monthly
2. **Statistics**: Update statistics weekly on high-traffic tables
3. **Archive Old Cases**: Archive cases older than 2 years
4. **Partition Large Tables**: Consider partitioning Case table by year

### Monitoring
1. Monitor slow queries on Case, ServiceActivity tables
2. Check index fragmentation regularly
3. Monitor deadlocks in concurrent environments

---

## Extending the Model

### Adding Custom Fields
1. Create extension tables with CDM entity foreign keys
2. Use naming convention: `CustomField_<YourCompany>_<EntityName>`
3. Maintain referential integrity

### Adding Custom Entities
1. Follow the same design patterns as existing entities
2. Include audit columns (createdBy, createdOn, etc.)
3. Add isActive soft delete column
4. Create appropriate indexes

### Adding Business Logic
1. Create stored procedures for complex operations
2. Use triggers for audit trails
3. Implement views for reporting

---

## Security Considerations

1. **Row-Level Security**: Implement using views or stored procedures
2. **User Permissions**: Restrict based on ownerUserId and siteId
3. **Audit Trail**: All modifications tracked in audit columns
4. **Data Encryption**: Consider encryption for sensitive fields
5. **Access Control**: Use database roles for different user types

---

## Migration from Other Systems

When migrating from other CRM systems:

1. **Data Mapping**: Create mapping between legacy and CDM fields
2. **Entity Matching**: Match legacy entities to CDM entities
3. **History Preservation**: Use createdBy/createdOn for original data dates
4. **Validation**: Implement data quality checks during migration
5. **Testing**: Validate all relationships and referential integrity

---

## Support and Resources

- **Microsoft CDM Documentation**: https://github.com/microsoft/CDM
- **SQL Server Best Practices**: Microsoft SQL Server documentation
- **Performance Tuning**: SQL Server Query Store analysis

---

## Version History

- **v1.0** (2026-09-23): Initial implementation with 26 core tables, 4 views, and sample data

---

## License

This implementation is provided as a reference based on the Microsoft Common Data Model specification.