Microsoft Dynamics 365 for Sales

Agenda
• Introduction to Sales
• Lead Management
• Opportunity Management
• Products
• Quotes, Orders and Invoices
• Sales Analysis
Course Info
• Start Time
• End Time
• Breaks
• Lunch
• Facilities
Road Call
• Name
• Company
• Job Role
• Experience with Dynamics CRM or Dynamics 365?
• Expectations from this course?
Module 1: Introduction
Objectives

• Sales Order Process Scenarios

• An Introduction to Sales in Dynamics 365
• Dynamics 365 Sales Fundamentals
• Security Considerations
• Where to get Help
• Further Reading and Resources
Sales Order Process Scenarios
An Introduction to Sales in Dynamics 365

• Automate the Sales pipeline operations of an organisation

• Record, track and manage Lead records (prospective sales)
• Develop and collaborate on Opportunities, add in Products and Services and automate the Quoting
process
• Track and analyse Competitors
• Maintain a repository of Products and Services including Price lists
• Streamline the sales order process including Lead Qualification, Opportunity Processing, Quote, Order
and Invoice Management
• Build and reference a repository of Sales Literature to assist Sales Representatives (SR’s)
• Support for Multi-Currency deployments
• Track and report on activity between sales personnel and customers
• Out of the box Sales Analysis Reports and Dashboards
Dynamics 365 Sales Fundamentals

• Customer Records (Accounts and Contacts)

• Lead Management
• Opportunity Management
• Track Competitors
• Sales Order Processing (Quote, Orders and Invoices)
• Product Catalog and Price Lists
• Sales Literature repository
• Sales Reports
• Sales Dashboards
• Sales Goals and Metrics
Dynamics 365 Sales Navigation
Customer Records

• Accounts and Contacts can be viewed and managed

• Create and relate new Leads and Opportunities to existing Accounts and Contacts
• Easily locate existing sales records through the Customer’s Account record
• Run Sales Reports against Customer Records
Lead Management
• Create new Lead records and track the progress of existing Lead records
• Convert Activities such as Emails to Lead Records
• Qualify and Disqualify Leads
• Convert a Lead to a Customer (Account and Contact) and Opportunity records through Qualification
of the Lead to Opportunity Sales Process
• Run Sales Reports against Lead Records
Opportunities
• Create new Opportunity records and track the progress of existing Opportunity records
• Convert Activities such as Phone Calls to Opportunity Records
• Win and Loose Opportunities
• Calculate Revenue by adding Products from the Product Catalog and add Write-In Products to the
Opportunity
• Relate a Quote record to an Opportunity record
• Analyse Competitors to an Opportunity
Products
• Create new Products, Product Families and Product Bundles
• Manage how Products are sold through Unit Groups
• Activate, Revise and Remove Products in the Product Catalog
• Manage multiple Price Lists for different selling scenarios
• Define custom Product properties and Product Relationships
• View Products in a Product Hierarchy
Sales Order Processing (Quotes, Orders and Invoices)

• Create and maintain Quotes, Orders and Invoices

• Relate Quotes to Opportunity records
• Add Products to a Quote record from the Product Catalog
• Activate a Quote
• Print and Send a Quote or Invoice to a Customer
• Fulfill an Order
• Convert a Quote to an Order
• Convert an Order to an Invoice
Sales Reports and Dashboards
• Run out of the box Sales Reports against Customer and Sales records
• Create custom Sales Reports using the Report Wizard
• Use the Sales Charts and Dashboards to visualize Sales information
• Create custom Charts and Dashboards to create a ‘snapshot’ visualization of what’s important
Sales Goals and Metrics
• Create Sales Goals for Users, Teams or Organisation wide KPI’s
• Track current Actuals progress to meet a defined target Goals over a specific time period
• Use the Sales Charts and Dashboards to visualize Sales Goal information
Security Considerations
• Security Roles define the level of access to Dynamics 365 records and
features
• A user must have at least one assigned Security Role to be able to access
Dynamics 365
• Security Roles can be assigned to Users or Teams, for example a Sales
Team
• A User or Team can have more than one assigned Security Role
• Out of the box Security Roles exist for Sales Users, including Salesperson
and Sales Manager
Where to get Help
• Contextual Sales Help can be found under the Training Tile:
Further Reading and Resources
• The Microsoft Dynamics 365 User Guide (Dynamics 365 for Sales)
https://docs.microsoft.com/en-au/dynamics365/customer-engagement/sal
es-enterprise/help-hub

• The Microsoft Dynamics 365 Community Web Site

https://community.dynamics.com/
Lab 1.1 – Sales in Dynamics 365
Orientation
• Explore Sales features in Dynamics 365
• Set up your Lab environment
Module 2: Lead Management
Objectives

• The Lead Management Process

• Working with Lead Records
• Working with the Lead Form
• Lead Assignment
• Leads and Activities
• Qualifying a Lead
• Disqualifying a Lead
The Lead Management Process

• Open
o Manual
o From an Activity
o From a Process

• Qualified

• Disqualified
Working with Lead Records
Working with Lead Records cont.

• Find Lead Records

• Edit existing Leads
• Create a New Lead
• Assign a Lead
Working with the Lead Form
Lead to Opportunity Sales Process
Flow
Lead Form Fields and Controls
Field Name Description

Topic A short description about the Lead

Name The name of the customer contact. The details provided here
are used to create a new Contact record when the Lead is
qualified.

Job Title The job title of the customer contact

Business Phone Main phone number for the customer contact

Mobile Phone Mobile phone contact for the customer contact

Lead Form Fields and Controls cont.
Field Name Description

Email Email address for the customer contact

Lead Source The origin of the Lead

Rating The priority of the lead. Options here include Cold, Warm and
Hot

Status The status of the lead. Options here include New, Open,
Qualified and Disqualified

Owner A User or Team who has current responsibility for the Lead
record
Posts, Activities and Notes
Stakeholders
Competitors
Company
Details
Lead Assignment

• Assign the Lead to an owner via the Owner field

Leads and Activities
• Activity records are created and related to the Lead record
Qualifying a Lead
• When a Lead record is ready to be qualified, the SR can click the
Qualify button
Qualifying a Lead : Lead to
Opportunity
• When a Lead record is qualified by the SR an Opportunity record is
automatically created
Qualifying a Lead : Customer
records
• Dynamics 365 creates an Account and Contact record when a Lead is
qualified
Qualifying a Lead : Reactivate
Lead
• When a Lead is ‘Qualified’ it is read only
• The Lead record can be ‘reactivated’ once qualified by clicking the
‘Reactivate’ button
• The Lead record can be worked on once reactivated
Disqualifying a Lead
• A Lead can be ‘Disqualified’ with the following reasons:
o Lost
o Cannot Contact
o No Longer Interested
o Cancelled
Lab 2.1 – Working with Leads
• Create a Lead record
• Update a Lead record
• Qualify a Lead to an Opportunity record
• Disqualify a Lead record
• Convert an Email activity to a Lead record
 Module 3:
Opportunities
Management
Objectives

• Introduction to Opportunities
• The Opportunity Views
• The Opportunity Form
• Opportunity Sales Process
• Closing an Opportunity
• Resolution Activities
Introduction to Opportunities
• Open
o Manual
o From an Activity
o From a Process

• Close as Won

• Close as Lost

• Reopen an Opportunity
The Opportunity Views
The Opportunity Views cont.
• Open Opportunities - Opportunity records with the Status = ‘Open’

• My Open Opportunities - Opportunity records with the Status =

‘Open’ and the Owner = currently signed in user

• Lost Opportunities - Opportunity records with the Status = ‘Lost’

• Won Opportunities - Opportunity records with the Status = ‘Won’

The Opportunity Form
Opportunity Details
Field Name Description

Topic A short description about the Opportunity. Populated from the converted Lead
record

Contact A lookup to the customer Contact record. Populated from the converted Lead
record

Account A lookup to the customer Account record. Populated from the converted Lead
record

Purchase Timeframe An estimation of when the customer will be ready to purchase

Currency The base currency for the Opportunity. Used when calculating the Est. and Actual
Revenue. Configured under the Settings area
Opportunity Details cont.
Field Name Description

Budget Amount An indication of the customer budget

Purchase Process The purchase process that applies to the Opportunity. Options here include Individual,
Committee and Unknown (can be customized)

Description A more detailed description for the Opportunity

Est. Close Date An estimated date of when the Opportunity will close

Est. Revenue An estimation of revenue for the Opportunity. This value can be manually entered by the SR
or ‘system generated’ totalling the Products and Quotes added to the Opportunity

Status The status of the Opportunity. Options here include ‘In Progress’ and ‘On Hold’

Owner A User or Team who has current responsibility for the Opportunity record
Posts, Activities and Notes
Stakeholders
Sales Team
Competitors
Product Line Items
Quotes
Opportunity Sales Process :
Develop
Opportunity Sales Process :
Propose
Opportunity Sales Process : Close
Closing an Opportunity : Won
• When an Opportunity record is ready to be closed, the SR can click
the ‘Close As Won’ button
Close Opportunity Dialog : Won
Closing an Opportunity : Lost
• When an Opportunity record is ready to be closed, the SR can click
the ‘Close As Lost’ button
Close Opportunity Dialog : Lost
Closing Opportunities with Active
Quotes
• Opportunities that have ‘Draft’ or ‘Active’ Quotes related to them
cannot be closed. The following message is displayed in this scenario.
The related Quote needs to be closed, deleted or unrelated from the
Opportunity before successfully closing the Opportunity itself.
Reopen a closed Opportunity
• When an Opportunity is closed it is read only
• The SR can ‘reopen’ an Opportunity to continue working on its details
Resolutions Activities
• When an Opportunity is closed, a ‘Resolution Activity’ is created
Lab 3.1 – Working with
Opportunities
• Working on Opportunities
• Closing an Opportunity as Lost
• Closing an Opportunity as Won
Module 4: Products
Objectives

• Introduction to the Product Catalog

• Adding Products
• Configuring Unit Groups
• Price Lists and Price List Items
• Product Properties, Bundles and Families
Introduction to the Product
Catalog
• Products, Families and Bundles
• Price Lists
• Discount Lists
• Unit Groups
Adding Products to the Catalog
The Product Form
Product Catalog Features
• New Product (Draft)
• Published Product (Active)
• Revise Product
• Revert Product
• Retire Product
• Clone Product
• Reclassify Product
• Preview Product
• Convert Product to Kit
Configuring Unit Groups
• Primary Unit - The single primary unit of sale
• Unit Groups - The group (or category) of the Product
• Units - The different ways a Customer can purchase the Product
Price Lists and Price List Items
• Multiple Price Lists can be created to manage pricing for the same
products sold through different channels
Price List Items
• A Price List Item Form relates a Product to a Price List
• Brings together the Price List, Product, Unit and Amount
Product Bundles
• Created by clicking the ‘Add Bundle’ button
• Contains other Products and sold at a bundled price
Product Families
• Created by clicking the ‘Add Family’ button
• New Products and existing Product Families can be related together to
create a hierarchy of Products
Product Properties
• Created for Products in Product Families
• Inherited down through the Product Hierarchy
Product Properties cont.
• The Product Property Form
• Possible data types include:
o Option Set
o Decimal
o Floating Point Number
o Single Line of Text
o Whole Number
Product Properties cont.
• Parent Product Properties are inherited by Child Products
• Inherited Properties can be ‘Overridden’
Product Properties cont.
• Relating Products from a Product Family to an Opportunity or Quote
• Product Properties can be directly edited within the Opportunity or
Quote
Product Properties cont.
• Mandatory Product Properties are required
Lab 4.1 – Configuring the Product
Catalog
• Configure Unit Groups
• Add a Product
• Create and Configure a Price List
Lab 4.2 – Working with the
Product Catalog
• Clone a Product
• Create a Product Bundle
• Create a Product Family
 Module 5: Quotes,
Orders and Invoices
Objectives

• Introduction to Order Processing

• Adding Products to an Opportunity
• Working with Quotes
• Working with Orders
• Working with Invoices
Introduction to Order Processing
• Adding Products to Opportunities
• ‘Write In’ Products
• System Generated Revenue Totals
• Opportunities vs Quotes
• Covert to Quote
• Quotes can be emailed to Customer
• Convert to Order and Invoices
• Order Fulfillment Process
• Quote, Order and Invoice lifecycles
Adding Products to an Opportunity
• Products from the Product Catalog can be added directly to an
Opportunity record
Adding Products to an Opportunity
cont.
• Associated Price List
• Revenue - System Calculated vs User Provided
• Add an Existing Product
• Add a Write-in Product
• Product Properties
• Recalculate Opportunity
Working with Quotes
• Quotes can be created and related to an Opportunity
Working with Quotes cont.
• Draft Quote
• Look Up Addresses
• Activate Quote
• Revise Quote
• Send Quote to Customer
• Close Quote
• Create Order
Working with Orders
• A Quote can be ‘converted’ to an Order record
Working with Orders cont.
• New Order (Active)
• Look Up Addresses
• Order Details
• Recalculate Order
• Prices Locked
• Use Current Pricing
• Cancel Order
• Fulfill Order
• Create Invoice
Working with Invoices
• An Order can be ‘converted’ to an Invoice record
Working with Invoices cont.
• New Invoice (Active)
• Look Up Addresses
• Invoice Details
• Recalculate Invoice
• Prices Locked
• Use Current Pricing
• Cancel Invoice
• Invoice Paid
Lab 5.1 – Working with Quotes,
Orders and Invoices
• Add Products to an Opportunity
• Add a Quote to an Opportunity
• Convert a Quote to an Order and Invoice
Module 6: Sales
Analysis
Objectives

• Introduction to Sales Analysis in Dynamics 365

• The Sales Reports
• The Reporting Wizard
• Working with Sales Charts
• Working with Sales Dashboards
• Working with Sales Goals and Metrics
Introduction to Sales Analysis
• Advanced searching tools to interrogate and find Customer Sales information
• A powerful reporting platform utilising SQL Server Reporting Services that
allows report authors to design and publish frequently needed Sales reports
• Easy to use charting tools that allow users to visualize and drilldown into Sales
information
• ‘Snapshot’ style dashboards that consolidate visualizations and Sales
information for Sales teams and users
• The ability to set Sales Goals for SR’s that track progress toward personal and
team-based achievements
The Sales Reports
• Out of the box Sales Reports
• Available through the Reports area
Sales Pipeline Report
• Estimated or Weighted Revenue across a number of parameters
including Sales Stage, Date, Rating, User and Product
Sales History
• History of Earned vs Lost Revenue for a specified period of time
The Quote Report
• A printable version of a Quote and all related Products.
The Reporting Wizard
• Custom Report
• Steps through process to design:
• Records to be used in the report
• Prefilter Design
• Layout Design
The Reporting Wizard cont.
• Define the Report name, properties and records
The Reporting Wizard cont.
• Design the Report Filtering Criteria
The Reporting Wizard cont.
• Design the Report Lay Out
The Reporting Wizard cont.
• Save and Run the Report
Working with Sales Charts
• A visual representation of Sales information
• Out of the box Sales Charts
• Slide Out Charts
• Drilldown capability
• Charts and Dashboards
• The Chart Designer
• Sharing Charts
Out of the box Sales Charts
The Chart Designer
• Chart View
• Chart Type
• Aggregations and Groupings
• Series and Category
• Arithmetic operations
Working with Sales Dashboards
• Brings everything together
• Set as homepage
• Interactive Charts and Grids
• Chart Pop out
• Sharing Dashboards
The Sales Dashboard
• Provides the SR with a snapshot of Sales activity
The Sales Activity Dashboard
• Provides Sales Managers and SR’s with a high-level view of Sales KPI
activity
The Dashboard Designer
• The Dashboard Template
• Dashboard Name
• Zone Options
• Default Dashboard
Working with Sales Goals and
Metrics
• Goals
• Goal Metrics
• Rollup Fields
Lab 6.1 – Explore the Sales
Reports
• Exploring the Sales Pipeline Report
• Exploring the Neglected Leads Report
Lab 6.2 – Sales Goals and Metrics
• Create Goals for the Sales Team
• Create a Personal View
• View Sales Goals and Chart
Lab 6.3 – Explore the Sales Charts
and Dashboards
• Explore the Lead Charts
• Create a custom Sales Chart
• Explore the Sales Dashboards
• Create a custom Sales Dashboard