Module 2: Manage leads and opportunities with Dynamics 365 Sales

Practice Lab 2.1 – Manage leads and opportunities

Scenario

Contoso Coffee is looking to use Dynamics 365 Sales to formalize their sales process as well as address a backlog of untouched leads imported by the marketing team from trade shows and campaigns. As a sales analyst at Contoso Coffee, you have been asked to assess and update lead records to ensure that the executive team is working from an accurate pipeline report in the upcoming leadership meeting.

Upon successful completion of this lab, you will be able to:

  • Create and update lead records
  • Qualify and disqualify leads
  • Reactivate lead records

This lab will take approximately 30 minutes to complete.

Exercise 1 – Manage customers

Task 1 – Creating Leads

In this task, you will create three leads, one without company information and two with company information.

  1. Go to your Dynamics 365 Sales Hub application. Ensure you are in the Sales area, using the bottom left dropdown menu.
  2. In the left navigation, under Sales, select Leads.
  3. On the command bar, select Read Only Grid to change the type of view.
  4. On the command bar, select + New.
  5. Enter the following values:
    • Topic: Coffee Machine Lead Without Company
    • First Name: Jane
    • Last Name: Doe
  6. In the Job Title field, enter Cafeteria Manager. If a suggestion appears, you can accept it instead.
  7. Select Save, then on the command bar, select + New.
  8. Enter the following values:
    • Topic: Coffee Machine Lead with Company
    • First Name: Jon
    • Last Name: Doe
    • Company: Doe Inc.
  9. Select Save, then on the command bar, select + New.
  10. Enter the following values:
    • Topic: Another Coffee Machine Lead
    • First Name: Jack
    • Last Name: Rogers
    • Company: Test Coffee Shop, Inc.
  11. Select Save.

    Exercise 2 – Lead Qualifications

    In this exercise, you will qualify/disqualify leads and see what records will be created when a lead goes through the qualification process.

Task 1 – Qualify Coffee Machine Lead Without Company Information

  1. Go to your Sales Hub application.
  2. In the left navigation, under Sales, select Leads.
  3. On the command bar, select Read Only Grid to change the type of view.
  4. Locate and select Coffee Machine Lead Without Company.
  5. On the command bar, select Qualify to convert the lead into a new opportunity record.

    [!NOTE] If the new opportunity does not open automatically, select Opportunities in the left navigation to view all open opportunities, then open the Coffee Machine Lead without Company opportunity.

  6. In the Contact field, notice that Jane Doe is now a Contact record in the application.
  7. In the header of the opportunity record, locate the Account field and notice that it is empty.
  8. Select Save.

Task 2 – Qualify Coffee Machine Lead with Company

  1. Go to your Sales Hub application.
  2. In the left navigation, under Sales, select Leads.
  3. Locate and open Coffee Machine Lead with Company record.
  4. On the command bar, select Qualify to convert the lead into a new opportunity record.

    [!NOTE] You are automatically taken to the newly created opportunity record. If the opportunity does not open automatically, select Opportunities in the left navigation, then open the Coffee Machine Lead with Company opportunity.

  5. In the Contact field, notice that Jon Doe is now a Contact record in the application.
  6. In the header of the opportunity record, locate the Account field and notice that Doe Inc. is now an Account record.

Task 3 – Disqualify a Lead

  1. If necessary, go to your Sales Hub application.
  2. In the left navigation, under Sales, select Leads.
  3. Locate and open Another Coffee Machine Lead record.
  4. On the command bar, select the vertical ellipsis (⋮), then select Disqualify.
  5. From the menu that appears, select No Longer Interested.

    [!NOTE] Notice that the lead is disqualified, the status changes to No Longer Interested, and the record becomes read-only.

Task 4 – Reactivate A Lead

  1. If necessary, go to your Sales Hub application.
  2. In the left navigation, under Sales, select Leads.
  3. Select the view selector next to My Open Leads and change the view to Closed Leads.

    [!NOTE] The lead you disqualified is no longer visible in the My Open Leads view.

  4. Locate and open the Another Coffee Machine Lead record.
  5. On the command bar, select Reactivate Lead.

    [!NOTE] The lead is reactivated, the status changes back to New, and the record becomes editable.

Exercise 3 – Work with Opportunities

In this exercise, you will walk through the process of working an opportunity through the sales process.

Task 1 – Manage the Coffee Machine Lead with Company

  1. If necessary, go to your Sales Hub application.
  2. In the left navigation, under Sales, select Opportunities.
  3. Locate and open the Coffee Machine Lead with Company opportunity.
  4. In the Opportunity information section, enter the following values:
    • Budget Amount: $17,000
    • Purchase Timeframe: This Quarter
    • Purchase Process: Committee
    • Description: Looking to upgrade their current coffee machines at multiple
  5. Expand the record header and enter the following values:
    • Est. Close Date: Enter tomorrow’s date.
    • Est. Revenue: $16,500
  6. On the Timeline control, select + to add a timeline record.
  7. From the menu that appears, select Phone call.
  8. Enter the following values:
    • Subject: Initial Call to Jon
    • Due: Select today’s date at 4:30 PM
  9. Select Save and Close.
  10. On the Lead to Opportunity business process flow, select the Develop stage and enter the following values:
    • Customer Need: Looking to upgrade their coffee machines at multiple locations.
    • Proposed Solution: Recommending multiple AirPot Duo Machines.
    • Identify Stakeholders: Completed
    • Identify Competitors: Completed
  11. Select Next Stage.
  12. On the Propose stage, set all the fields to Completed.
  13. Select Next Stage.
  14. Select anywhere outside of the business process stage to close it.
  15. In the Timeline section, locate the Initial Call to Jon phone call activity and select the Open record icon to open it.
  16. On the command bar, select Mark Complete.
  17. On the Lead to Opportunity business process flow, select the Close stage.
  18. Mark all the items in the Close stage as Completed.
  19. Select Finish.
  20. On the Command bar at the top, select Close as won.
  21. On the Close opportunity dialog, select the OK.

Congratulations, you have successfully created and managed Leads and Opportunities in Dynamics 365 Sales.