Module 5: Work with Dynamics 365 Sales Insights and the Sales accelerator

Practice Lab 5.1: Customize a business process flow

Scenario

Contoso Coffee is looking to add a few extra steps to their tried-and-true Sales Business Process. Although sellers have been successful following this framework in the past, they are reporting that a few new suggestions would help nurture leads and land high-value contracts.

Sellers would like to add the following steps to their business process:

• For high-value potential customers with a budget over $1,000,000, have the sales lead reach out personally to confirm interest before moving into qualification.
• In the develop stage, ensure that sellers are tracking existing customer pain points to help identify potential areas for add-on sales that may have been previously missed.

In this lab, we will customize the business process flow to meet our sellers’ requests.

Exercise 1 – Customize Business Process Flow

Task 1 – Create Business Process Flow

In this task, you will create a new Business Process Flow from the Opportunity Sales Process and then test the new BPF.

1. Navigate to https://make.powerapps.com.
2. Ensure that you are in the Sales Trial environment.
3. Select Solutions.
4. On the command bar at the top, select the + New solution button.
5. In the Display name field, enter Contoso.
6. Select + New publisher.
7. Configure the new publisher as follows.
   1. Display Name: Contoso
   2. Name: Contoso
   3. Prefix: Contoso
   4. Choice value prefix: 10000
8. Select Save.
9. Under Publisher, select the new Contoso publisher that you just created.
10. Select Create.
11. On the Command bar select Add existing.
12. From the menu that appears, select Automation > Process.
13. Now, we will find the Sales Process in the list of processes. (You can now use the search box in the upper right corner to search.) When you find it, select it.
14. Select the Add button.
15. Select the Sales Process to open it.
16. A new tab will open the BPF editor. (Keep the old tab with the Solutions list open.) Now, let’s add the steps that our sellers have been requesting.
17. First, we will add a condition to check the customer’s budget and identify our potential high-value customers with budgets over $1,000,000. Drag Condition from the Components tab and place it between the Qualify and Develop stages.
18. Select the Condition, go to the Properties tab, and enter Check Budget for Display Name.
19. Under Rules, select Budget Amount for Field.
20. Select Is Greater than or Equals to for Operator.
21. Select Value for Type.
22. Enter 1,000,000 for Value and click Apply.
23. Now we need to add a new stage to complete the condition. From the Components pane, add a new Stage to the right of the Condition.
24. Select the Properties tab.
25. Enter Confirm interest for Display Name. Select Apply.
26. Click the Details button of the Confirm interest stage.
27. Select the Data Step #1 New Step inside the Confirm interest stage.
28. In the Properties tab, open the dropdown for Data Field. Select Confirm interest. The Step Name will update automatically.
29. Check the Required check box and click Apply.
30. Next, we will add a new step to ask for customer pain points in the Develop stage, as requested by our sellers. Select the Develop stage and expand Details.
31. From the Components pane, drag a Data Step below Data Step #4.
32. In the Data Field drop down, select Customer Pain Points. It will now be a suggested step in the Develop stage to identify the customer pain points. We will not mark this field as required.
33. Select Apply.
34. Click Validate to ensure that the changes you made are valid and that the BPF will work as expected.
35. If there are no issues, click Update.
36. Close the tab with the Business process flow editor.
37. Back on your previous tab, click Done in the pop-up in the Default Solution area. In the top menu, select Publish all customizations. (You may need to delete the “opportunity” search in the text box in the upper right to be able to see this button.)
38. Wait for your customizations to publish.

Task 2 – Test Business Process Flow

1. Return to the Sales Hub app.
2. Navigate to the Opportunities section and click +New to create a new opportunity. Enter a topic such as Interested in new machines.
3. Select an existing contact for the contact field.
4. Open the Qualify stage of the Sales Process business process flow. Enter $800,000 for Estimated Budget.
5. The Business Process Flow should have 4 stages: Qualify, Develop, Propose, and Close. The Confirm Interest stage will not be part of the process if the Budget Amount is less than $1,000,000.
6. Change the Budget Amount to $1,200,000.
7. The Business Process Flow should now have 5 stages: Qualify, Confirm Interest, Develop, Propose, and Close. Move from the Qualify stage to the next stage.
8. Save The Opportunity.
9. Select the Qualify stage and select the Next Stage button to move to the Confirm Interest stage.
10. Confirm interest by selecting No, then Yes.
11. Select the Next Stage button to move to the Develop stage.
12. Confirm that the Customer Pain Points field appears at the bottom of the Develop stage.
13. Enter Current machines cannot handle customer volume in the Customer Pain Points field.
14. Select Next stage.
15. Save the record.