Microsoft Dynamics® CRM Training
Creating a Dialog 01
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Creating a Dialog 01
Hi, and welcome to the xRM.com CRM Success Portal.
This is part of a two-part tutorial. In Part 01, we demonstrate how to use a custom-created Dialog. In Part 02 we demonstrate how we created that Dialog.
Dialogs are a new feature in Microsoft Dynamics Online CRM 2011; they are part of a group called Processes. Dialog processes are a lot like traditional Workflows in CRM Online, the difference being the User makes active decisions to directly affect the outcome.
For example, you can create a Dialog to act as a guide for your service representatives to help them resolve or escalate Cases. Similarly, you can create Dialogs for standardizing sales processes such as Opportunity qualification and Lead scoring.
In this video, we demonstrate a custom-created Dialog called “Lead Qualification.” This Dialog is a simple, three-step Process designed to qualify prospective sales Leads. If the Lead is interested in doing business with us, the Dialog will create an Account and Opportunity record for that Lead.
We begin in Sales > Leads. I am in a custom created View called “Sample Leads”. Let’s open the sample Lead, “Alana Greenspan (sample)”.
This Dialog is designed to aid a sales representative in a sales call. For the sake of this tutorial, we are acting the part of a sales rep, who is calling Alana Greenspan.
When the Lead record opens, click Start Dialog in the Process area of the ribbon. This opens the Look Up Record dialog. We’ll select the Dialog titled “Lead Qualification” by checking the corresponding box. To begin the Dialog, click OK.
We are then presented with the first page of the Dialog, Customer Greeting. This page prompts the sales representative with the greeting and first qualifying question for this Lead.
Pretend that Ms. Greenspan is interested in hearing more. We’ll click the Yes option, indicating that this Lead is interested in our product, and then the Next button to advance to the next step of the Dialog.
The next page is titled “Quantity Interested In”. It prompts the sales rep to ask how many bikes the customer is interested in purchasing for their store. Let’s type in “10”. Now click the Next button.
We are now presented with the final page of the Dialog where the sales rep is prompted to thank the Lead. By clicking the Next button, we signal that we have thanked the Lead. We are notified that we have completed the Dialog, and must now click Finish to close it.
To find the Opportunity, navigate to Sales > Opportunities and look at the Open Opportunities View. In the Company Name column, look for “Top-to-Bottom Ideas, LLC” which is the company Alana Greenspan works for. That will be the new Opportunity.
To find the Account record, navigate to Sales > Accounts and look at the My Active Accounts View. In the Account Name column, look for “Top-to-Bottom Ideas, LLC” once again.
Now let’s see what happens in the Dialog when the customer expresses no interest in our product.
Return to the Sample Leads View in Sales > Leads, and then select another sample Lead, such as “Karl Marx (sample)”. Begin the Dialog once again by clicking Start Dialog in the Process area of the ribbon.
When the Look Up Record dialog opens, select “Lead Qualification” and click OK. When we are presented with the Customer Greeting page of the Dialog, this time select No, and then click Next. We now bypass the Quantity Interested In page, since the Lead wants 0 bikes, and arrive at the final page. Click the Next button, and then click Finish to close the Dialog.
If we open the “Karl Marx (sample)” Lead record now, the fields in the form are greyed. This happens when a Lead is deactivated, a result of it being disqualified. Conversely, the Lead is deactivated when it is qualified as well. CRM Online converts the Lead to an Account, and Opportunity. As you can see, this Dialog is a simple, three-step Process that is designed to qualify Leads in our CRM Online system. To learn how to create this Dialog, please watch “Create a Dialog 02”.
Thanks for watching.