📓Microsoft Dynamics 365 Introduction📔
- Microsoft Dynamics 365 is a Cloud-based Business application.
- Build by MS for flexibility, Extensibility, mobility.
- It's a combination of ERP & CRM functionalities.
- Available in ERP - Finance & operations,
- Available in CRM - Sales, Marketing, Service, Field Service & project Service.
- Work best with Analysis tools like Power BI & Cortana - Gives intelligence to your business.
- Works with - small, medium & large enterprises.
Module Overview:
Sales Module:
Introduction:
Introduction:
Microsoft Dynamics 365 is designed to support the sales process from acquiring a new lead through the close of a sale. CRM has a place to store the contact information for new leads, a place to track the follow-up communications (such as Phone Calls, Emails, and Appointments), and the ability to qualify a Lead into an Account, Contact, and Opportunity.
Important terminology
1. Accounts: It is an Organization, Includes Customers, Vendor, Partner, Affiliate or Other.
- Customer
- Vender
- Partner
- Affiliate or Other
2. Contacts: It's an individual, Associated with a maximum of one account (through the contact form).
- Associated with max 1 account (through the contact form)
3. Leads: It's a prospect, (Potential Customer/ Potential Sale).
- Potential customer - new customer for business
- Potential Sales - existing customer for new opportunity to work with
4. Opportunity: - It's a Potential sales
- Lead is almost ready to buy
- Can be created manually
- Attached to an account or contact
- Identify customer needs
- Propose solution
- Customers need, what are the pinpoints they have, Need to find out what solution they are looking for, their needs, what solution u have proposed to them, etc.
5. Quotes: A document to prospect/customer with
- Product - they want to purchase
- Quantity - quantity they are looking at
- Pricing - offered price
- Payment term and other important details - which u have defined with others important details
Once the quote is defined u can send it to the customer so that they can take a decision on how do they go about it.
6. Order: Confirmation from the customer on purchasing your product/services
- Can be created from the quote
- Can be created for an existing customer
7. Invoices: Document to use bill customer for product/services
- Sent to the customer once the order is fulfilled
- Can be created manually to bill any customer
8. Competitors: A place where you can capture all your competitors
- You can keep track
- You can win
9. Sales literature: Centralized repository for sales-related documents
- These can be brochures
- Pdt guide
- Competitors info
- Pricing & discount
- Sales docs etc...
10. Product Catalog: Its a collection of products and their pricing info
- Family & pdt
- Unit group - particular product how to sale it purchases it e.g. Sales pc in numbers, Selling training services hourly basis - hour as the unit group
- Price lists
- Discount lists
11. Goals: To keep track of progress on achieving target revenue.
- Define goal details
- Goal period type
- Goal revenue target
- Goal actual revenue - rollup
12. Goal Metrics: How the goal number or figure is measured.
- Define goal metrics name
- Define metric type (Count/Amount).
- Create rollup fields (for calculation)
Sales process flow:
Create a lead -> (Qualify) -> Opportunity -> Sales Quote(multiple versions as customer might do negotiation -revision if needed ) once confirmed -> Convert quote to sales order -> Send invoice (for payment)
(Account(company details)/Contact (individual) auto process)
Marketing:
Important terminology
1. Marketing Lists: This allows you to the group account, contact, leads for marketing
- Choose either account or contact or lead
- 2 types - Dynamic & Static
2. Campaign: This allows u to plan & execute a marketing project
- Define campaign details
- Choose marketing list
- Create & run campaign activity
Other terms are the same as Sales Module.
Marketing Process Flow:
Plan campaign -> attach marketing list-> marketing activity-> define budget->Execute the campaign (create activity)-> generate lead-> follow the sales process
Customer service:
Important terminology
1. Cases: It allows companies to resolve issues faced by their customers.
- Create a case
- Assign a service agent
- Resolve the case - communicate to customer abt resolution
- Reopen if required
2. Service calendar: It's a place where all the service activities scheduled can be seen.
- Resource wise service scheduling
- Shows activities with statuses
- Synchronized with outlook
3. Queues: Used to organize, prioritize and monitor the progress of work
- Public Q - viewed by everyone - Private Q - specific issue
- May be used for different levels of cases - high, low
- Queue items are created
- User can focus on completing tasks assigned to him/her
4. Articles: An article can be used as a knowledge base for service agent
- Pdt guide
- Datasheets
- Frequently Asked Questions
- Problem solution
- Standard operating procedures
5. Contracts: used to define accurate terms and condition for the support to customers
- No. Of cases
- Times
- Coverage Dates
- A contract uses contract template
6. Services: It is a work performed for a customer (further same as sales )
- Service duration
- Define resource required
- Define site required
- Used by service scheduling engine
Other terms are the same as the sales module.
Service process flow:
Issue logged (Question or feedback)-> Assign an agent -> Ask more info-> resolve issue -> Communicated (to customer)-> reopen case(if any issue)-> proceed to step 2
Project Service:
Important terminology
- Project Contract
- Project template
- Projects
- Invoices
- Resources
- Time entries
- Expenses
- Schedule board
Other terms are the same as the Sales Module.
Project service process flow
Opportunity/quote -> project planning -> project contracts-> resourcing->record time/expense -> invoicing-> send to the customer for payment
Field service:
Important terminologies
1. Work orders: Gives info abt work that needs to be done
- Can be created manually
- Converted from an opp
- Converted from a case
- Created from an agreement
2. Agreements: Allows generating work orders and invoices automatically
3. Purchase orders: allow adding inventories to the warehouse
4. Inventories transfer: transfer product from 1 warehouse to another.
5. RMA: Return Merchandise Authorization: Created when product is returned
6. Scheduled Board: allow scheduling resources & track the work order activities
Other terms are the same as the Sales Module.
Process flow of field service:
Opportunity/case->work order created -> resource scheduling -> resource mob. Service delivery->invoicing -> RMA(if any)
Thank you!
