Microsoft Dynamics® CRM Training
Sales Module Introduction
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Sales Module Introduction
This video is designed as an overview of the Microsoft Dynamics CRM Online Sales Module. First, a bit about modules in general:
The way the CRM Online (web) interface is set up, the left portion of the screen is the "Navigation Pane". (When viewed in Microsoft Office Outlook, the navigation pane is represented as folders instead.) In the lower portion of the navigation pane you'll see the large buttons (Workplace, Sales, Marketing, Service, etc.) that take you the different areas ,or what we like to call modules, of CRM Online. The upper portion of the navigation pane changes depending on the module. It houses smaller icons sometimes grouped together under headings. For example, the Workplace module has two groups, My Work, and Customers. The Customers group has two "subareas" called Accounts, and Contacts. In most cases the subareas are entity names. For example Accounts and Contacts are entity names. Clicking any of the icons in the upper portion of the navigation pane causes a change in what is displayed in the larger pane to the right. For example, clicking Accounts brings up a view of records of the Account entity.
Let's explore the Sales module.
Click the Sales button in the lower portion of the navigation pane. Notice that the upper portion now contains a list of entities used in sales, with names that are probably familiar to you: Leads, Opportunities, Accounts, Contacts, etc. What may not be familiar is the way in which CRM Online "thinks" of these entities, as well as the relationships between entities, and the sales force automation workflow that typically happens when using CRM Online. That's what we're going to cover.
At a very high level, it should be understood that CRM Online treats Leads, Opportunities, Accounts, and Contacts in a very specific way. Leads represent what we might call relatively low-value information. A Lead is typically the vehicle by which sales information first enters the system. Accounts represent companies we do business with. Contacts are people, often people who work for the companies represented by our Accounts. Opportunities are chances to do business with either an Account or a Contact. The flow of work when using the CRM Online Sales module is therefore Leads flowing into Accounts, Contacts, and Opportunities.
If you open a Lead record, you'll see that not an enormous amount of information is contained there. In fact, a Lead may be saved with only three required fields filled in: Topic, Last Name, and Company Name. What's important to understand is that a Lead serves as a source of information when creating the other, more qualified records: the Accounts, Contacts, and Opportunities. While you work on a Lead, the Lead is considered open. You may conduct various activities while working on the Lead: make some phone calls, send some e-mail messages, etc. These are activities that you can track along with the Lead. At some point you will be ready to close the Lead as either qualified or disqualified. You'll see the Qualify button in the Lead tab at the top of the record.
When you click Qualify, the Convert Lead webpage dialog appears. You have two choices, Disqualify, which closes the Lead record and does nothing more with it, or Qualify and Convert into the following records, which allows you to create other new records as you close the Lead record. Those records are created automatically using the information in the Lead without your having to manually copy and paste that information into the new records. You can choose to create an Account, Contact, and Opportunity from the Lead, or any subset of the three—except that you can't create an Opportunity alone from a Lead unless you also identify an existing Account or Contact. The implication is that an Opportunity is not a stand-alone record but that it always relates to an Account or Contact. As long as you create an Account or Contact from the Lead, you can create an Opportunity at the same time, and the Opportunity will be related to those new records automatically.
Let's create a new Account, Contact, and Opportunity from a Lead. A nice time saver is the check box called Open newly created records. Check that before clicking OK.
Let's look at the new records that were created.
In the new Opportunity record, you'll notice that the Topic field of the Lead is already populated with the text from the Topic field of the old Opportunity record, and the Potential Customer is the new Account record created from the Company Name field in the Lead.
In the new Contact record, we see that some of its fields were also copied over from the fields in the Opportunity: First Name, Last Name, Job Title, etc. You'll also notice that the Parent Customer now points to the new Account record created at the same time.
In the new Account record you'll see that the Account Name is copied from the Company Name field in the old Opportunity, and the Primary Contact is the pointing to the new Contact record. Other fields were populated as well. If you look at the left pane of the Account record, under Related, you'll see the other entities that relate to the account entity. If you click Activities (and you had followed along with the video walkthrough), you will see the "Initial Phone Call" that was originally related to the old Opportunity now also related to this new Account, making it quite easy to pull up historical information.
The great thing we've learned about this process is that not only were three new records created when we converted a lead, but those records also automatically were related to one another, and were related to other records such as Activities. By looking at any of these related records in the future, we will be able to find the others.
One last thing: If we go back to look for the original Lead record, we'll notice that it is closed. Navigate to Sales > Leads and choose the My Open Leads view. You'll notice that the old Lead no longer appears in this view because it is not an open Lead. Change the view to Closed Leads and you'll see it listed there. If you open the old Lead record, you'll notice that all the fields are read-only. They are grayed-out and cannot be edited. That is because the Lead is closed and should not be edited further, becoming archival information instead.
Thank you very much for your time.