Dynamics 365 Sales (CRM) – Full Company by Role

Hello and welcome to CRM Decoded, where we explain, demystify, and decode all things Dynamics 365 CRM. Today, we’ll be covering a demonstration of Dynamics 365 for your full company by role. I’m Miriam Florio, CRM Practice Manager here at Technology Management Concepts. Today, we’ll be covering the Salesperson role, Customer Service Representative, Marketing, and Upper Management. So, let’s dive right in.

Salesperson Role

As a salesperson, Dynamics 365 CRM allows me to maintain my sales pipeline and track my sales opportunities within the system, as well as my other daily functions like my tasks and appointments. I’m looking at my dashboard inside of the Sales Hub, and as a salesperson, I can view my open activities that I’ve yet to complete, see my open opportunities that I’m working on that are currently in my pipeline, the open leads that I’m working on that have been assigned to me by the marketing team, a list of my active accounts, and take a look at my open opportunities in the pipeline. If I wanted to see a list of these records in a more detailed view, I could simply click on the ellipses and view the records.

Managing Sales Opportunities

So, as you can see here, I have a visual on the left and then the details on the right. I can click into one of these areas like “Develop,” for example, and it narrows the list down or filters it so I can then work on those sales opportunities simply by clicking on the hyperlink and having it take me directly to that record. The sales opportunity that I’m working on is for a product for our customer Sydney at Blue Yonder Associates. You can see that it’s in the “Develop” stage, it’s been active for two hours in this stage, and I can see the details about what I’m gathering on that particular stage as well as previous stages. When I’m ready to move forward, I can simply complete the items that are in this “Develop” stage and move on to the next stage. I can also perform tasks within the sales opportunity, like making a reminder for myself to send them a quote.

Managing Leads

As a salesperson, I can also work on my leads. Leads that marketing obtains via our website or that may call in to customer service are put into my list or assigned to me, and I can see them when I look at my leads in the system, whether that’s on my dashboard where we saw the leads that were assigned to me or I go directly into the leads entity. As you can see here, there are a number of leads that are already in the system, and so I can work on those leads, hoping to progress those to sales opportunities because a lead is really the beginning stage of a sales opportunity.

Creating Quotes, Orders, and Invoices

As a salesperson, I can also work on quotes, orders, or invoices. So, I work on sales opportunities, and I may want to make formal quotes associated with those. I can always create those. I can also create sales opportunities that don’t have quotes associated with them, but it’s really just a nice option within CRM. I can create this quote, associate it with an existing opportunity and customer, select from price lists within the system, give it an expiration date. Quotes can go into the draft phase; you can always have an approval process where drafts can only be converted by management, or you can always have salespeople do that themselves. So, as we go through and complete the items for the quote, you can then add line items.

Setting Sales Goals

CRM actually has a product library itself. Now, if you have ERP integration, those products can come in from your ERP. You can also add write-in items inside of CRM that don’t exist anywhere, neither in CRM nor your ERP, but they’re just on-the-fly items that you want to add into a formal or an informal quote. In addition to quotes, and similar to quotes, I can create orders and invoices inside of CRM. The products can also exist in CRM via an upload, an integration, or on-the-fly products can be created when creating quotes. You can also have sales literature that you want to associate with those quotes.

Tracking Goals

I can also have goals. Those goals are generally set up by management, but you can also create your own goals and add them into the system. It’s as simple as creating the goal. You can have different types of goals, those can be based on dollars and cents, they can be based on another metric like the number of phone calls that are created. Perhaps you have goals for salespeople calling a number of people; then those would be metrics that you can add in and choose that metric when creating the goal. You can set them for a certain time period, and you can put in the actual targets. So, that goal has now been created, and I can see that goal on my dashboard, and it will track the revenue against this target.

Customer Service Representative Role

As a customer service rep, I can use Dynamics 365 in order to track, maintain, and resolve my cases, which are trouble tickets or issues that are created by our team or by our customers through the Dynamics 365 portal. So, I’m on my dashboard here, and one of the canned dashboards that comes with CRM is the Tier 1 dashboard. As you can see here, as a customer service rep, I can see the active cases in our system; there are 31. If you’re sharing responsibility with a pool of cases among other customer service reps, you’re going to see those cases here, and you can work on those by sorting the order of modified on or the priority, for example.

Managing Cases

Working through those items by clicking on a record takes me into the case itself. I can see more information about that case. The case has an auto-generated case number by the system. I can also see any interactions with that individual inside the timeline. That would include emails, phone calls, any kind of interaction notes that are added, documents, etc. When you’re ready to move forward, you can simply complete the items that are in this “Develop” stage and move on to the next stage. You can also perform tasks within the sales opportunity, like making a reminder for yourself to send them a quote.

Marketing Role

All the information that’s inside of Dynamics 365 can be used for marketing purposes. Whether that’s from sales activities, customer service activities, even accounting or ERP integration, your marketing team can take the data and information that’s inside of CRM, slice and dice it, and create marketing lists and marketing campaigns. If we go ahead and take a look at marketing lists, we can discuss what options we have.

Creating Marketing Lists

So, you can create several different kinds of lists in CRM containing contacts, accounts, or leads. There are two types of marketing lists: dynamic and static. A dynamic list grows and retracts based on the criteria that you put into the list. So, what that means is that any contact that matches that filter criteria would automatically fall into the members of this contacts list for marketing. A static list is a list that does not automatically retract or grow but can be created at a point in time.