Microsoft Dynamics 365 Sales (CRM): Tutorial for Beginners

Name: Microsoft Dynamics 365 Sales (CRM): Tutorial for Beginners
Uploaded: 2023-02-21T11:30:34.000Z
Duration: 1 h 34 min 19 s

Dynamics 365 Sales Tutorial for Beginners

In this tutorial, we will learn how to use Dynamics 365 sales. We will cover the CRM part of the Dynamics platform, primarily account and contact management, leads, opportunity, pipeline management and all of the activities that are associated with those things. We will also look at how all that works with Outlook and Teams as well as the AI features that are part of this platform.

Getting Started

To access Dynamics 365 sales, start with your preferred browser and navigate to the URL provided.

The main navigation menu is on the left-hand side of the screen.

The top menu shows that we are in the Sales Hub which is the sales CRM application.

Navigation

Home takes you back to where you started.

Recent records show records you have used recently.

Pinned items allow you to pin a record for easy access later.

Search bar allows you to search for specific records or information.

Work List

The work list is on the right-hand side of the screen.

Clicking on a card brings up more information about that record in the middle section.

Actions

There are a series of actions across the top of each page that change depending on where you are in Dynamics 365 sales.

Assigning determines who can see it who can edit delete share connect it.

Teams Chat and Settings

In this section, the speaker introduces the Teams chat feature and the settings icon. The settings icon allows users to change their date and time format or time zone as well as system.

Teams Chat

Teams chat is a feature that allows users to collaborate in real-time.

Settings Icon

The settings icon allows users to go into settings to change their date and time format or time zone as well as system.

The admin settings can be accessed through the settings icon.

Users can create a new record by clicking on the quick place button located in the admin settings.

Account Management

This section covers account management in Dynamics. The speaker explains how accounts are organized into views, how to customize views, and how to sort and filter data.

Views

Accounts are organized into views which are a series of columns that have been set up.

Users can switch between different views such as active accounts or all accounts.

Users can customize their own personal view by adding or removing columns.

Views can be sorted alphabetically or numerically.

Filters can be applied to views based on specific criteria such as location.

Account Hierarchy

Accounts in Dynamics exist in a hierarchical structure where one account can have many contacts linked back up to it.

Users can view an account hierarchy and set a parent account for any of the accounts in the system.

Managing Relationships with Accounts

This section covers how to manage relationships with accounts in Dynamics. The speaker explains how accounts and contacts are organized, and how to customize the form that displays information about an account.

Account Information

Accounts and contacts in Dynamics exist in a hierarchical structure where one account can have many contacts linked back up to it.

The form that displays information about an account can be customized by adding or removing fields.

Activity Management

The activity management panel displays all of the activity that is going on related to an account.

The up next panel gives new suggestions of what has to happen either set.

Dynamics 365 Overview

This section provides an overview of Dynamics 365 and its features.

Features of Dynamics 365

Cards can be configured to show prompts for reminders.

Related opportunities, accounts, contacts, leads, and cases can be viewed.

Relationship analytics provides key metrics on the health of a relationship with an account or contact.

Appointments can be created in the timeline and synced with Outlook and Teams.

Relationship Analytics

This section covers how to use relationship analytics in Dynamics 365.

Using Relationship Analytics

Relationship analytics provides key metrics on phone calls, emails, appointments, and responsiveness.

The tool shows who is working with an account or contact.

Visuals show the health of a relationship over time.

Working with Contacts

This section covers how to work with individual contacts in Dynamics 365.

Creating Appointments and Tasks

Appointments can be created in the timeline and synced with Outlook and Teams.

Tasks can also be created from the timeline.

Emails can be tracked within Dynamics 365.

Dynamics 365 and Outlook Integration

In this section, the speaker discusses how Dynamics 365 and Outlook can be integrated to provide a seamless experience. The speaker demonstrates how appointments, tasks, emails, and contacts can be tracked in Dynamics 365 from within Outlook.

Integrating Appointments and Meetings

Appointments and meetings created in Outlook can be tracked in Dynamics 365.

Viva Sales allows CRM work to be done from inside Outlook.

Details about appointments created in Outlook are available in Dynamics 365.

Managing Tasks

Tasks in Outlook use Microsoft To Do which is also used by Teams.

Tasks created in Microsoft To Do are available across devices.

Tracking Emails

Emails received in Outlook can be tracked to records in Dynamics 365.

Information about contacts, recent activity, opportunities, accounts is available within the email context.

Data can be updated directly from the email context.

Saving Emails

Emails can be saved to specific records or opportunities within Dynamics 365 using the timeline concept.

Email tracking is not limited to individual persons but can also track at an opportunity level.

Creating Contacts

Viva Sales allows for easy creation of new contacts from emails received in Outlook.

Creating Records in Dynamics 365

In this section, the speaker explains how to create records in Dynamics 365 and navigate through the system.

Creating Records

To create a new record, click on the plus button or navigate to the type of record you want to work with.

Fill in all required fields and click save to create the record.

Once saved, related records become available for linking.

Quick Create allows for shorter data entry experience when creating related records.

Managing Leads

Leads are like baby opportunities that need to be qualified before moving forward.

The Business Process Flow guides users through steps and stages of lead qualification process.

AI in the system provides next best actions for managing leads.

Automated introductory emails can be set up as part of a series of steps for managing leads.

Pipeline Management

Opportunities are unlocked once leads have been qualified.

Users can manage their pipeline by tracking progress through each stage of opportunity development.

The system provides insights into sales performance and helps identify areas where improvements can be made.

Lead Scoring

In this section, the speaker explains how leads can be scored to prioritize the ones that are most likely to close. The lead score is based on various factors such as relationship health score, decision maker identification, country or region, purchase time frame and estimated budget.

Lead Scoring System

Leads can be scored to prioritize the ones that are most likely to close.

The lead score is based on various factors such as relationship health score, decision maker identification, country or region, purchase time frame and estimated budget.

The lead scoring system provides a traffic light signal system for tracking leads.

The more data you have in the system, the better it will work.

Qualifying Leads

In this section, the speaker explains how to qualify leads using Dynamics 365. They demonstrate how to use the "Qualify" button and explain what happens when you click it.

Qualifying Leads with Dynamics 365

To qualify a lead in Dynamics 365, click on the "Qualify" button.

If a lead is not going to be qualified because it's complete junk then there is a disqualified button available.

When you click on "Qualify", Dynamics 365 creates Anna as a contact if she doesn't already exist and creates Woodgrove Bank as an account if it doesn't already exist. It also links those two together in the hierarchy and creates an opportunity which is connected back to that lead and connected to the newly created Anna and Woodgrove Bank.

Dynamics 365 creates all of the timeline activities of what happened during that lead process and brings them across to this single screen.

Opportunity Stage

In this section, the speaker explains how to move from qualifying leads to developing opportunities using Dynamics 365. They demonstrate how to use the "Develop" button and explain what happens when you click it.

Developing Opportunities with Dynamics 365

After qualifying a lead, you can move forward in the sales process by clicking on the "Develop" button.

The "Develop" stage requires identifying stakeholders, competitors, customer needs and proposed solutions.

As you check off completed steps in the "Develop" stage, they will be marked as complete.

When you get through that developed stage, you can move it along to the proposed stage. This feeds all of your pipeline reporting so if you're working on a sales pipeline there are forecasting tools in Dynamics as well that you can use.

Business Process Flow

In this section, the speaker explains how business process flow works in Dynamics 365. They demonstrate how to access different stages and steps within a business process flow.

Understanding Business Process Flow

Business process flow is a series of stages that help guide users through various steps in a sales process.

Clicking on each stage provides details about specific steps required for moving forward.

Completed steps are marked as complete and feed into pipeline reporting. There are also AI tools available for opportunity scoring based on the information provided in each stage.

Dynamics 365 Sales Overview

In this section, the speaker provides an overview of Dynamics 365 Sales and how it can help manage customer relationships.

Relationship Management

Dynamics 365 Sales allows users to manage customer relationships by providing relationship analytics.

Users can view the last interaction with a customer, who the contacts are, and what's going on with those things.

This feature helps users ensure they're reaching out to get the right coverage on that relationship.

Opportunity Management

Dynamics 365 Sales allows users to manage opportunities by connecting other pieces of information.

Users can connect opportunities with contacts at accounts and stakeholders who are external or internal to the organization.

Stakeholders can be assigned different roles to determine their level of involvement in decision-making.

Competitors can also be added for tracking purposes.

Collaboration

Teams chat is integrated into Dynamics 365 Sales for collaboration purposes.

Users can initiate chats related to specific opportunities and invite anyone from within or outside their organization to participate.

Multiple connected threads and chats can be created for ongoing collaboration.

Opportunity Tracking

Emails related to opportunities can be tracked in Dynamics 365 Sales' timeline feature.

Opportunities that have been lost or won can be closed out in the system, which will make them read-only but still available for future reference.

Importance of Estimated Close Date

In this section, the speaker emphasizes the importance of having an estimated close date for opportunities before reaching the proposal stage.

Estimating Close Dates

Having an estimated close date is important before reaching the proposal stage.

The header can be edited to update information such as estimated revenue.

Even if the actual revenue ends up being different from the estimate, it can be updated in the system.

Pipeline View

In this section, the speaker introduces a new feature called Pipeline View and explains how it can help visualize opportunities.

Visualizing Opportunities with Pipeline View

Pipeline View is a new feature that provides a visual representation of opportunities.

The size of bubbles in the diagram represents the size of deals.

The color of bubbles indicates predictive scoring grades (green for A, yellow for B, and orange for C).

At a glance, users can see how their opportunities are doing and which ones need attention.

Working on Opportunities

In this section, the speaker demonstrates how to work on opportunities using a single panel view.

Single Panel View for Working on Opportunities

Users can work on their opportunities using a single panel view that provides all key details about each opportunity.

Users can click through to see more detail about each opportunity and make edits directly from there.

Activities such as emails, phone calls, and appointments can be added directly from the single panel view.

Intelligent Work List

In this section, the speaker introduces the Intelligent Work List feature and explains how it can help with sales.

Using Sequences in Intelligent Work List

The Intelligent Work List is a critical part of working with Dynamic Sales.

Sequences allow users to map out a journey for leads and automate certain steps.

Templates are available to get started quickly or users can create their own sequences from scratch.

Sequences can include branching logic and conditions based on user interactions.

Understanding Sales Sequences

In this section, the speaker explains how sales sequences work in Dynamics 365 and how they can be used to manage leads and opportunities.

Sales Sequences

Sales sequences are a way to automate the process of following up with leads and opportunities.

They allow you to create a series of steps that will be taken automatically based on certain triggers, such as an email being opened or a link being clicked.

You can use sales sequences to manage leads at different levels of account management, from basic lead generation to more advanced opportunity management.

Creating a New Sequence

To create a new sequence, you start by creating an email template for your product launch invitation.

The next step depends on whether the recipient clicks through on the email or not. If they do click through, the sequence will branch off into another set of steps.

Email Engagement

The system tracks email engagement and uses it to determine what actions should be taken next in the sequence.

For example, if someone clicks through on an email invitation, they will receive a confirmation email and then move onto the next step in the sequence.

Customizing Account Records

In this section, the speaker explains how to customize account records in Dynamics 365 using PowerApps.

PowerApps

Dynamics 365 is built on top of PowerApps, which allows you to customize tables and forms within the system.

You can use PowerApps to add new columns or change the layout of existing forms.

Adding a New Column

To add a new column to an account record, you start by going to make.powerapps.com and selecting the account table.

From there, you can create a new column and choose the data type (e.g. choice, text).

You can also set up choices that can be used in other parts of the system.

Changing Form Layout

PowerApps allows you to change the layout of forms within Dynamics 365 using a drag-and-drop interface.

You can add or remove columns, change their width, and even change the name of sections on the form.

Dynamics 365 Configuration Tutorial

In this section, the speaker asks for feedback on whether viewers would like to see a specific Dynamics 365 configuration tutorial and more on sale sequences.

Request for Feedback

The speaker requests feedback from viewers on whether they would like to see a specific Dynamics 365 configuration tutorial.

The speaker also asks for feedback on whether viewers would like to see more content on sale sequences.

Conclusion

This section concludes with the speaker asking for feedback from viewers and providing options for future content creation.