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

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. Using the navigation on the left, under the Sales group, select Leads.
  3. In the Work Items pane, select Read Only Grid to change the type of view.
  4. From the menu that appears, select the + New button.
  5. Enter Coffee Machine Lead Without Company for Topic, Jane for First Name, Doe for Last Name.
  6. Accept the Cafeteria Manager suggestion that was populated in the Job Title field.
  7. Select the Save button. On the command bar at the top, select + New again.
  8. Enter Coffee Machine Lead with Company for Topic, Jon for First Name, Doe for Last Name, Doe Inc. for Company, and click Save.
  9. On the Command Bar, select the + New button one more time.
  10. Enter Another Coffee Machine Lead for Topic, Jack for First Name, Rogers for Last Name, Test Coffee Shop, Inc. for Company, and click 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. Select Leads.
  3. On the Work Items pane, click on the Read Only Grid button.
  4. Locate Coffee Machine Lead Without Company and select it.
  5. Click Qualify from the top menu.
  6. The lead will be Qualified into a new Opportunity record.
    • NOTE: If the new opportunity is not opened automatically, select Opportunities from the left menu to view all open opportunities. Then open the Coffee Machine Lead without Company opportunity.
  7. Locate the Contact field. You will find that Jane Doe is now a Contact record in the application that you can open.
  8. Locate the Account field (in the header of the opportunity record). Notice that the field will be empty.
  9. Click Save.

Task 2 – Qualify Coffee Machine Lead with Company

  1. Go to your Sales Hub application.
  2. Select Leads.
  3. Locate Coffee Machine Lead with Company and open it.
  4. Click Qualify from the top menu.
  5. The lead will be qualified like the previous lead, and you will be taken to the newly created Opportunity record from the qualified Lead.
  6. Locate the Contact field. You will find that Jon Doe is now a Contact record.
  7. Locate the Account field. You will find that Doe, Inc. is now an Account record.

Task 3 – Disqualify a Lead

  1. If necessary, go to your Sales Hub application.
  2. Select Leads.
  3. Locate the Another Coffee Machine Lead and open it.
  4. Click Disqualify (you may need to select the vertical ellipsis button for it to display).
  5. From the menu that appears, select No Longer Interested.
  6. The Lead will be Disqualified, the status will change to No Longer Interested, and the record will become Read-only.

Task 4 – Reactivate A Lead

  1. If necessary, go to your Sales Hub application.
  2. In the Site Navigation, under the Sales group, select Leads.
  3. The Lead you disqualified is no longer in the My Open Leads view. Select the down arrow next to My Open Leads and change the view to Closed Leads.
  4. Locate Another Coffee Machine Lead and open it.
  5. Click Reactivate Lead.
  6. The Lead will be reactivated, the status will change back to New, and the record will become 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 navigation on the left, select Opportunities under the Sales group.
  3. Locate and open the Coffee Machine Lead with Company opportunity.
  4. On the Opportunity panel that appears, select the Go to Main button (located next to the X (Close) button).
  5. Complete the Opportunity record as follows:
    • Budget Amount: $17,000
    • Purchase Timeframe: This Quarter
    • Purchase Process: Committee
    • Description: Looking to upgrade their current coffee machines at multiple locations.
  6. Expand the record header at the top, and complete as follows:
    • Est. Close Date: Enter tomorrow’s date.
    • Est. revenue: $16,500
  7. On the Timeline control, select the + (add a timeline record).
  8. From the menu that appears, select Phone call.
  9. Complete the Phone call as follows:
    • Subject: Initial Call to Jon.
    • Due: Enter Today’s Date at 4:30 PM
  10. Select the Save and Close button.
  11. With the Opportunity open, select the Develop stage on the Lead to Opportunity business process flow. Complete as follows:
    • Customer Need: Looking to upgrade their coffee machines at multiple locations.
    • Proposed Solution: Recommending multiple AirPot Duo Machines.
    • Identify Stakeholders: Completed
    • Identify Competitors: Completed
  12. Select the Next Stage button.
  13. On the Propose stage, set all the fields to Completed.
  14. Select the Next Stage button.
  15. Select anywhere outside of the business process stage to close it.
  16. In the Assistant section, under Notifications, select the Phone Call item you created earlier to open it.
  17. Select Complete. (Notice that the item disappears from your notifications.)
  18. Select the Close stage on the Lead to Opportunity sales process.
  19. Mark all the items in the Close stage as Completed.
  20. Select the Finish button.
  21. On the Command bar at the top, select the Close as won button.
  22. On the Close Opportunity screen, select the OK button.

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