The main purpose of the Dynamics 365 Sales module is to support the typical sales cycle followed in any organization. It automates the entire process, starting with the acquisition of a new lead, until its logical conclusion, in the form of either a lost or won opportunity.
- Creating a lead for potential sales in an organization
- Adding notes and activities to the lead while trying to sell a product or service to the customer
- Qualifying a lead to opportunity
- Generating quotations and orders
- Capturing competitor information
- Lead-generation: This involves generating potential customers who may be interested in the products that the organization has to offer. Leads may be generated via different means. They could either be generated by the CRM Marketing process or by activities such as phone calls, emails, appointments, and so on.
- Qualifying leads: After the leads are captured, each lead needs to be evaluated to understand their requirements in detail and the related products or services that the organization has to offer. Based upon the interaction with the lead, the lead may be converted into a viable opportunity.
- Demonstrate value: After an opportunity has been identified, the next step is to identify the resources and the personnel that will pursue the lead prospect. They will try to capture different information, such as the mainÂ customer contact details, requirements, and the list of competitors. They may also do a SWOT analysis to compare their product with that of their competitors.
- Quote creation/negotiation: Finally, after proper calibration, the organization may share a quote with the client. A quote basically consists of the product information and the associated price, along with other major information. The client may ask for some negotiation, and accept or reject the quote.
- Closing out the quote: When the client finally accepts the quote, the organization issues an invoice to the client. An invoice is a formal contract consisting of product information, associated cost, and support details. It should be on the same lines as that of the quote. The buyer must then sign the contract and pay the organization as agreed in the contract. At this stage, the lead is identified as a won opportunity.
- Supporting the customer: After the lead is converted to a won opportunity, the organization must manage the customer as per the agreement details in the contract. If the customer requires any support, the organization creates service requests either at the client's onsite location or via a call.
Dynamics 365 provides revenue management and goal management processes, which can be easily customized to suit the business process of an organization. The following are the entities provided by Dynamics 365:
Account: These entities are already listed as a part of the Marketing module. They represent the same business actors in the Sales module and in the Marketing module.
Opportunities: This represents an interaction with a lead that may be converted into a revenue-generating avenue for the organization.
Competitors: These represent third-party organizations that are competing with the organization for the services required by the customer.
Product: This may represent a resource, service, or item offered by the organization for the services of the client.
Product unit: This represents the possible unit of groups in which the product is available.
Price list: This identifies the price that the organization charges the client for its products. Dynamics 365 allows us to configure different prices for different regions/countries.
Currency: Each price list is associated with the currency of the underlying region/country.
Quotes: Dynamics CRM captures the list of product line items, which the company offer to the client as a quote. Along with the product information, it also captures the contact details of the prime contact, shipping information, and discount, if any.
Invoices: As in the general sales cycle, when the customer accepts the terms and conditions mentioned in the quote, the quote is converted into an invoice. Dynamics CRM captures the same information as that of the quote; however, it just acts as a formal contract between the organization and the customer.
Goals: Dynamics 365 allows the organization to capture preset targets in terms of won opportunities, revenue generated, and so on, which a sales representative should strive toÂ adhereÂ to.
The following is a sequence diagram explaining the interaction involved in the Sales life cycle within Dynamics 365:
Acme Ltd. utilizes Dynamics 365's out-of-the-box Sales module capabilities to capture leads from across three global sales offices and process them through lead qualification and the opportunity management life cycle.
The following are the three global offices:
- New York head office, USA
- London sales office, UK, for Europe
- Mumbai sales office, India, for Asia
The requirements of Acme Ltd. are as follows:
- Central reporting of opportunity management at the New York head office
- Lead-capturing and qualification based on the location
- Opportunity management
The following steps explain the process adopted by Acme Ltd. for capturing leads, filling in the required information in the lead records, and then qualifying a lead to generate opportunities and closing them as won or lost:
- Next, click on
Salesin the top-left corner, and then click on the
- The required fields,
Name, with the red asterisk showcase fields that need to be entered before the user can save the record:
- These steps are outlined in the
QualifyÂ stage of the
Lead to Opportunity Sales ProcessÂ business process flow.
?do not apply, as this lead relates to a new contact and a new account. Fill out the remaining fields as appropriate and click
- To move the lead to the
OPPORTUNITYstage, select the
Qualifyoption from the command bar. Note that when a lead is qualified, an
OPPORTUNITYÂ record is created and the
Lead to Opportunity Sales ProcessÂ business process flow moves to the
The lead record will now be set to read-only.
- Navigate back to the opportunity record (by choosing the
Developstage); enter a value for the
Close Dateand the
Est. Revenuein the header section in the top-right corner of the form:
- Optionally, the users of Acme Ltd. may complete the fields in the
Develop (Active)stage of the
Lead to Opportunitybusiness process flow. They may enter a description for the
Customer Needand the
Proposed Solution. Mark the
Identify Stakeholdersas complete (note that the contact for the opportunity has been automatically set as the stakeholder for this opportunity):
- Optionally, users may complete the other fields in the
Develop (Active)stage. To complete the other fields, such as
Identify Competitors, it is necessary to create a new
- The completion of this data enables the reporting process to track closed opportunitiesÂ that were lost to the competitor. Scroll down to the competitor sub-grid on the
Opportunityform and click on the
+icon. Then, click on the lookup icon, and, finally, click on the +Â option to add a new
- This will launch the
Quick Createform for the
Competitorentity on the top of the screen. Fill out the required fields and click
Opportunityrecord now moves to the
ProposeÂ stage. Complete the actions in the current stage, and complete the required fields for the
- The opportunity is closed, dependent on the outcome of the sales activity. Opportunities can be closed as won or lost from the command bar.
- The opportunity is now marked as lost and set to read-only:
Peter leads the sales team at Contoso, and wishes to go through the goals set for each of the sales members and understand how they are performing against the goals that have been set for them:
Goalsfor each of the team members:
In Dynamics 365, we can define goals for each of the sales members. To define goals, navigate to
- To create goals, we first need to define theÂ
Goal Metricsindicate the criteria against which the goals are being set. Out-of-the-box, we can configure
Goal Metricson three points:
- Number of product units
- Revenue earned
- Number of cases
Check out the followingscreenshotfor a better understanding:
The metrics could be of two types:
Countcan be used in metric types, such as the number of cases resolved or the number of product units sold, where we are interested in the actual number of items rather than the value of one of their attributes.
Rollup Fieldsgrid defines the collection of variables that are used in the calculation of the actual and in-progress fields. In the preceding example of theÂ
Revenuemetric, we used the summation of the actual earned revenue in won opportunities as the actual earned revenue, and we used the summation of the estimated revenue in the in-progress opportunities as the in-progress estimated revenue field.
The following screenshot shows the roll-up query of the actual revenue:
To create a new goal, click the
Newbutton. It should open up a form for entering the goal details:
The following are some of the important details for the goals:
Name: This is the name of the goal
Parent Goal: This should be filled in if there are some parent goals or a goal containing this goal as a child goal
Goal Metric: This is the metric used for creating the goal
Goal Owner: This field should contain the sales member responsible for the goal
Manager: This field should contain the name of the manager of the sales member to whom this goal will be rolled up
Fiscal Period: This is the period for which the goal is defined
Fiscal Year: This is the year for which the goal is defined
From: This is the date from which the goal is defined
To: This is the date to which the goal is defined
Target: This is the target defined in the goal; for the sake of this example, since we are using
Revenue, the target revenue will be added
This way, we can configure the goals for each of the users. In the previous step, we used
Goal Metricas the
Revenue. Therefore, when the sales manager closes any
Opportunityas won, the actual revenue defined in the opportunity will be added to the target that the sales member has already achieved.
Let's now talk about the
Sales Activity Dashboard. Dynamics 365 provides an out-of-the-box sales member dashboard, which provides several insights to the sales manager as to how the member has performed so far. To find the
Sales Activitydashboard, navigate to
. The following is a screenshot of the dashboard:
Sales Activity Dashboard
My Open Opportunities: This is a quarter-based performance of the sales manager against the goals that have been set up. As you can see in the following screenshots, the orange bar represents the revenue of opportunities that are in progress, and the blue bar represents the revenue of the won opportunities:
Opportunities Pipeline by Sales Stage: Out of the box, a Dynamics 365 opportunity can be in one of the following stages:
Close. This chart shows the distribution of revenue present in these open opportunities in the stage category.
Top Opportunities: This is a view of all the top opportunities present in the system:
Sales Dashboard: As in a real-life scenario, all of the sales-related entities will be owned by the sales manager team and need to be visible to the sales manager. Dynamics 365 also provides a similar feature in which the sales entities owned by each user are visible to their manager. Once a sales manager logs into the system, they can navigate to
Dashboardto understand how their team is performing. The following screenshot shows the dashboard, along with a summary of what the view represents:
Sales Pipeline: This chart provides a distribution of the revenue present in the open opportunities, in terms of their stage category.
Top Opportunities: These are the top open opportunities, in terms of their revenue:
Acme Ltd. has been using Excel files to manage its sales contacts, and it now wishes to import its contacts (essential fields) into Dynamics 365 in one go. Dynamics 365 provides out-of-the-box data import files for this purpose:
- The following is the Excel file that the Acme Ltd. sales team wants to import into its Dynamics 365 contacts:
- The essential fields that Acme Ltd. wants to initially import are as follows:
First Name: This is the first name of the contact
Last Name: This is the last name of the contact
Company: This is the company to which the contact belongs
Address 1: City: This is the city where the contact is based
Address1: Region: This is the country where the contact is based
- Once the import file is ready, the next step is to start the import process. Navigate to
- The user has now navigated to the
Contactsgrid in Dynamics 365. There are a lot of buttons available on top of the ribbon, one of which is the
Import Databutton. Click on it to start the import process:
- Mention the location of the file in the first step:
Only the following file formats are supported: XML Spreadsheet 2003 (
Delimiter SettingsÂ will give you options to change the delimiter used in your import file:
- If you do not have
Data delimiter, you can keep the default settings and continue with the import process.
- The next step involves the selection of a data map for your import process. The data map is a mapping between the file to be imported and the field name in Dynamics 365. Data maps can be saved for use later. For the current import, select the default option (automatic mapping) and continue the import process by clicking
- The data fields need to be mapped to the entity field types in Dynamics 365. Fields that are not mapped by the system need to be mapped by the user. One of the fields that needs to be mapped is
Account Lookup, as follows:
- Once all of the fields are mapped, the screen will look as follows:
- There will be the
Review Datasummary screen, which can be accessed by clicking Next. Following the
Review Datasummary will be the screen for
Reviewing Settings and Import Data:
If you wish to use the data map again for future imports, the
Data Map Name (optional) field needs to be filled out here. This will avoid the need to map the entity and fields on every import.
- Click on
Importsto check the details of your data import:
- All three contacts have now been imported.
- Navigate to the contacts grid in Dynamics 365; you will be able to locate all of the imported contacts:
The preceding scenario explains the process for three contacts. In a real-world scenario, there will be a number of contacts to be imported, perhaps hundreds or thousands, where the data-import feature should be used.
In this chapter, you learned about the Sales module of Dynamics 365, the entities involved in the Sales module, and the Sales life cycle in Dynamics 365. We also looked at some case studies for the Sales module in Dynamics 365.
In the next chapter, we will cover the Service module of Dynamics 365 and the entities involved in it. We will also look at some case studies for the Service module.