App Overview
Dynamics 365 for Sales Enterprise is an App for sellers to manage customer relationships, manage the sales process and provide guided insights to increase sales performance.
Dynamics 365 for Sales Enterprise goes beyond sales force automation (SFA) to better understand customer needs, engage more effectively, and win more deals.
Key Features
Below are the main features of Sales Enterprise. This is not meant to be exhaustive but a fundamental level introduction to the App’s features.
Accounts and Contacts
Accounts are Contacts are the key records in Customer Engagement. Almost every other record is related to an account or to a contact.
Accounts are organisations, or parts of an organisation, and can have sub-accounts to create hierarchies.
Contacts are people.
Activities
Activities are the interactions with customers e.g., phone calls, emails, appointments and tasks.
Customer Engagement makes recording of activities easy and integrates with Outlook to enable all interactions to be captured within the system.
Activity records are linked to the contact but also the related record for example an opportunity or a case and help provide the 360 degree view of the customer.
Leads
Leads are an expression of interest in your products and services and contain three bit of information; the person, their organisation and their need.
Leads are generally created a result of marketing activities e.g., a web form being completed
The purpose of the lead is to capture the expression of interest and determine whether or not is it within your company’s target market and capability. A seller will contain the lead to gather more information and apply criteria as to whether the lead meets the criteria.
If a lead meets the criteria, it is Qualified and an Account, Contact and Opportunity is created. If a lead does not meet the criteria, it is Disqualified.
Opportunities
The Opportunity is the key record within Sales. An opportunity is potential revenue from a customer buying your products or services.
Sellers follow a sales process in order to win the sale and track their activities against the Opportunities and update key information in the Opportunity.
Sales Managers use opportunities to produce sales forecasts to inform the rest of the organisation.
Opportunities are Won or Lost.
Sales Process
Dynamics 365 Customer Engagement has Business Process Flows to manage the progress of business processes, to control data entry and to guide users as to what is required of them.
Business Process Flows are used in Sales to manage the sales process. Sellers that follow a sales process are more likely to close the sale and will close the sale faster.
With Business Process Flows in Sales, you can manage your sales process from Lead all the way through Opportunity to Quote, Order and Invoice.
Product Catalog
Dynamics 365 for Sales has a product catalog that allows products to be priced separately for different customers using Price Lists, be sold in different quantities using Units of Measure and have volume discounts applied
The product catalog provides product taxonomy, hierarchies and relationships for reporting and to enable upsell and cross-sell.
Products can be added to Opportunities, Quotes, Orders and Invoices.
Quotes, Orders and Invoices
Quotes are the formal proposal to a customer and pricing is fixed when sent to the customer. Quotes can be edited and revision history is held in Sales. A quote is normally created from an Opportunity.
Orders are created from a Quote when the customer accepts the Quote. This is normally the point at which you would pass the details over to your ERP system.
Invoices can be generated to bill a customer.
Goals
Goals allow you to track your results against targets. In Sales, Goals are generally used to measure sales performance.
You typically create goals for each seller for each period and set their sales target. Sales will automatically calculate their In-Progress and Actual results from their Opportunities and Orders.
You can create parent goals for a Sales Manager that combines the goals from each of the members of their sales team.
You can create goals for product lines or customer groups using Rollup Queries.
Other Features
There are other features of Sales such as Territory Management, Competitors and Sales Literature, Embedded Intelligence as well a new features such as Playbooks.
GDPR for Sales
Normally records are read-only when inactive. For GDPR, Microsoft has enabled Quotes, Orders and Invoices to be editable to meet GDPR requirements.
More Information
https://docs.microsoft.com/en-gb/dynamics365/customer-engagement/sales-enterprise/overview
This post is part of a series for preparing and revising for the Dynamics 365 Fundamentals exam, MB-900. You can find the whole series here.
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