Microsoft Dynamics® CRM Training
Introduction to the Sales App in Microsoft Dynamics 365
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This video will cover the functions that are included in the Dynamics 365 Enterprise for Sales app, otherwise known simply as "Sales". This video will walk you through how to track the sales process, nurturing a lead into an opportunity, contact, and account, and will go over important concepts such as business process flows, and opportunities. Before we begin, make sure you're within the Sales app. Along the top of the screen, if it doesn't say Sales here, click the down arrow and select the Sales tile. So first, let's talk about leads. Adding leads to Dynamics 365 allows you to keep track of business prospects that have not yet been qualified through the sales process, be it a new potential client, or an existing client. Leads are an all-in-one entity designed to record potential business that includes a person, a topic of conversation, and optionally a company, so creating a lead represents the first step in the sales process. To create a lead, click the down arrow to the right of Sales, and choose Leads from the Sales column. Click New. Enter desired text in the Topic field. For example, if this lead expressed interest in potentially placing an order of 100 tablets, type that here. Click within the Name field, then enter text for both first and last name. These are the only two required fields, however, we recommend entering as much information as you have, especially things like contact information and company name, particularly if you do business with companies. If you mainly do business with individuals who are not associated with particular companies, the Company name field is considered entirely optional. Click Save; this will create a lead record within Dynamics 365 for the individual whose name you entered in the Summary section, as well as the “topic” of conversation, which will become important if you qualify the lead. One thing to note on this page is the business process flow across the top. This is a tool that helps you track where the lead is in the sales process. Fields below each step show what information must be gathered in each stage of the sales process. For example, the qualify stage is where you'd determine if the lead is an existing account or contact, and enter purchase timeframe, budget, process, and decision maker information. This entire flow, including all stages and steps, and the creation of new stages and steps, is completely customizable so you can guide your sales users through your standardized process. Every company that uses Dynamics 365 needs to decide at what point in the sales process a lead is “Qualified” or “Disqualified.” This is a subjective decision, but once it is agreed upon, best practice dictates that all sales users follow it. Whatever that point is, if you consider the lead to be qualified, you can simply click Qualify along the top of the screen. Qualifying a lead automatically creates an opportunity in the system, which differs from a lead in a couple of important ways. An Opportunity allows for the use of the Product Catalog, which contains pricing for the products or services you offer. Also, the Opportunity contains important information as to estimated revenue and estimated close dates, which drive the sales pipeline charts and reports. At this point, you'll likely be in either the Develop or Propose stage of the business process flow, or, if you have customized the process flow, you will be in whatever the first stage of the Opportunity is that you wish to track. Click Save in the bottom right corner of the page. You can also, however, create an opportunity without first creating a lead. This is generally done whenever there is an opportunity identified with an existing Contact or Account record. To do this, click the down arrow to the right of Sales along the top of the screen, and choose Opportunities within the Sales column. Click New along the top of the screen. The required fields for adding a new Opportunity are Topic, Currency, and Potential Customer, but we recommend, of course, adding as much information as is possible. For this example, I'll choose an existing contact. Contacts are the people you do business with. I could choose an existing account, instead, if the Opportunity is with an Organization, instead of an individual, since Accounts represent other companies or vendors you do business with. For the most part, accounts and contacts both represent your customers. Other fields you may want to enter information into include Stakeholders, Sales Team, Competitors, and Products from the catalog. When finished, click Save. Depending on how you approach your sales process, and whether or not you use Quotes, it may be convenient for you to use the Product Catalog. The product catalog contains products and price lists that allow the quick addition of pricing information on an Opportunity. Using the product catalog also allows automatic pricing for the Opportunity. There is a fair amount of setup involved with the product catalog, but once the fundamentals, such as units of measure, and at least one price list is configured, adding products and pricing is fairly straightforward. With your products created in the catalog, you can quickly add products to an Opportunity, as you can see. [Demonstrating]. Note that when using the product catalog, the estimated revenue is automatically provided – just remember to ensure that Revenue is set to “System Calculated” and your Price List has been selected. One of the advantages of using the product catalog is that any line items you create on the Opportunity are automatically populated into the Quote when you create it from within the Opportunity. To do this, simply scroll down to the Quotes tab and click the Plus Sign. You will notice that the line items from the Opportunity are already transferred to the quote. Quotes are designed to be generated as documents and sent to the customer, and they are slightly more formal than Opportunities. For instance, if you Activate a quote, and then make a change to the quote, what happens is that a new “draft” quote is crated with a different revision number. This allows sales teams to keep track of the entire history of the quoting process. Just like you created a quote from an Opportunity, the same holds true for the rest of the sales entities. For instance, you can create an Order from a Quote, which will contain the line items from the Quote, and an Invoice from an Order with the same result – that is, the line items are transferred over. In this way, the Opportunity to Quote to Order to Invoice flow can help organizations keep accurate track of everything that has transpired throughout the whole sales process. The Sales app contains tools for every step of the sales process. This video touched on some of the main aspects, but take a look around the app to see more of what it has to offer. Thanks for watching this video by xRM!