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MSD CRM Updates

CRM Advanced Sales Processes

In this Article, CRM Advanced Sales Processes focuses primarily on the incorporation of the product catalog into Opportunities, as well as potentially the use of quotes, orders, and invoices in your sales process.

The products, quotes, orders, and invoices in Microsoft Dynamics CRM Advanced Sales are designed to mirror and integrate with financial software or ERP systems. Consequently, they incorporate some complexities of ordering the processes that salespeople usually do not touch. For this reason, some of the organizations look simplicity by abandoning the built-in products and quoting capability and creating their own within custom entities.

However, these companies often find out later that ordering and invoicing is often unavoidably complex and end up nearly recreating the built-in functionality to help their processes. If the organization wants to use the MS Dynamics CRM Advanced Sales functionality, then consider using the built-in functionality and initially stripping away anything that is not needed. It can always be included back later without reinventing the wheel.

The following section is about CRM Advanced Sales Processes:

  • Using the Product Catalog
  • Working with Opportunities and Products
  • Working with Quotes
  • Working with Orders
  • Working with Invoices

Using the Product Catalog

The use of the product catalog is not needed. If it is used, products can be included in the Opportunity. For instance, rather than entering an estimated revenue, the revenue can be calculated from the products. Products from the product catalog also form the basis of the quotes, orders, and invoices in Microsoft Dynamics CRM. The product catalog in Dynamics CRM Advanced Sales is most often used by companies that sell a catalog of items; although it can also be used by those who sell services in precise bundles. It is not often used by the companies that sell the complex services engagements.

Benefits and features of the CRM Advanced Sales product catalog include:

  • Pricing can be calculated automatically based on opportunities, quotes, and orders.
  • Product pricing is centralized so that everyone or anyone is using the same list.
  • You can promote the special offers, seasonal deals, and the product launches through the price lists.
  • You can give specific customer types special offers
  • You can provide volume pricing through Discount Lists
  • Products can be associated with Campaigns

Before you can start using the Product Catalog, you have to understand these basic components:

Products. Products are the items you sell.  Products are created via integrating with the ERP or another inventory system. The prices entered for the Product that is reflected in Opportunity, Quote and Order pricing.

Price Lists. A price list is the required component of the Product Catalog. They are groupings of products using special pricing. The discounts or markups entered on the Price List directly that affect the product pricing. Products can be included too as many price lists as it is necessary. Once included to the Price Lists, Products are called Price List Items which can then be used in Opportunities, Quotes, and Orders. Below are the examples of price lists uses seasonal offerings, product launches, and wholesale customers, among others.

Discount Lists. Discount lists are not required. They are used with the Price List Items to employ the volume discounts. They can be applied to each item within the price list. For example, you can use the discount lists that automatically apply to the discounts for instances when customers buy a specific number of items. Discount lists can be comprised of many Price List Items.

Unit Groups. Unit Groups are the quantities in which the product or service is sold. For example, the beverages may be sold as 6-packs, 12-packs or cases. Services sold by the hour may be grouped by day, week or by month.

When building the product catalog, components of the product catalog must be built in the below order:

  1. Unit groups (required)
  2. Products (required)
  3. Price Lists (required)
  4. Discount Lists (not required)

Working with Opportunities and Products

  1. Create a new opportunity. This can be done by either converting the Lead to the Opportunity or creating a new Opportunity by clicking to the New button (Note: Opportunities must be linked to either an Account or Contact).

This is what it looks like to create the Opportunity by qualifying the Lead:

And this is what it looks like to create the Opportunity by clicking to the New button:

2. Under the Product Line Items section set the Revenue field to System Calculated.

3. Click on the lookup next to Price List.

4. Select the appropriate price list.

select Price list

select Price list

5. Click Save on the Opportunity command bar.

6. Once the new opportunity has been saved the Product Line Items sub-grid becomes available to use. Click to the ‘+’ icon on the subgrid to start including individual products.

7. Click on the Existing Product lookup. This brings up the list of Products that were added to the Price List you selected in step three.

8. Select the Product.

9. Enter value for Quantity.

10. Clicking on Recalculate Opportunity on the command bar at any time will automatically save and populates the Est. Revenue based on the Products and quantities selected.

Working with Quotes

The use of Quotes is optional. If you select to not use Quotes, it is recommended that you disable Quotes for all users in security roles. Quotes can be created in 2 ways: from the  Opportunity using System Calculated pricing or from the Quotes area by clicking to the New in the command bar. Multiple quotes can be created from 1 Opportunity to reflect the special pricing offers. The Quote Lifecycle looks like this:

DRAFT > ACTIVATE > ACTIVE  > REVISE > DRAFT  > ACTIVATE  > CREATE THE ORDER / WON OR CLOSE QUOTE / LOST

When the Quote is first created, it is automatically in the draft state. While in the draft, the Quote can be edited. Once the Quote is ready to be presented to a customer, the user must activate the quote. At this point, the Quote is not editable unless the user select to revise it, thereby putting it back into a draft state. The quote can be revised multiple times. The Revision ID will automatically increase with each revision. Activated quotes can be printed using the mail merge by choosing the Print Quote for Customer button in the command bar. There is the out-of-the-box mail merge template or you can make your own. You can optionally use the out-of-the-box Quote report. Selecting the Create Order button in a command bar will automatically close the quote as Won. Using the Close Quote button in a command bar changes the quote status to Revised, Lost or to Canceled.

  1. Open the opportunity.
  2. Click in the Quotes sub-grid. This brings up the New Quote form.
New Quotes

New Quotes

3. The new quote automatically pulls in the relevant data from the opportunity, including the price list, estimated revenue, and all other data points affecting the total amount of the quote.

4. Users can optionally enter the effective dates of the quote, giving it an expiration date. Users can also enter any pricing changes particular to this quote.

5. Click to the Activate Quote when you’re ready to provide it to the customer.

6. If the customer requires you provide the quote in paper or electronic form, click on Print Quote for Customer to create a mail merge document which can then be emailed or mailed to the customer. You can also use the quote report to make multiple quotes.

7. If the customer chooses to not purchase the items on the quote, click on Close Quote and proceed with the close quote process. This will give you permission to close the associated opportunity.

8. If the customer purchases the items on the quote, click on Create Order. This will automatically change the status to Won and allow you to close the associated opportunity.

Create a Quote from Scratch

1. Within the navigation bar, click on the Sales area.

2. Select Quotes.

3. Click on New on the command bar.

4. Populate the NamePotential Customer and Price List fields.

5. Save the quote.

6. Click on the + icon in the Products sub-grid to add items to the quote.

7. Click on Activate Quote when you’re ready to provide it to the customer. NOTE: Now, the quote is not editable. And must be revised to be changed.

8. If the customer requires you to provide the quote in paper or electronic form, click on Print Quote for Customer to create a mail merge document which can then be emailed or mailed to the customer. You can use the quote report to make multiple quotes.

9. If the customer chooses to not purchase the items on the quote, click on Close Quote and proceed with the close quote process.

10. If the customer purchases the items on the quote, click on Create Order. This will automatically change the status to Won.

Working with Orders

Orders are accepted quotes, and document what particular products or the services the customer is buying. Orders can be created by choosing the Create Order button on the active quote. It is the option to use orders, and if they are used it is common to integrate them with an ERP system. You can create orders from the quotes or by navigating to the Order section and choosing the New button.

  1. One way to create order is to convert an active Quote into an Order. Choose the Create Order button on a command bar within the quote form. A new window will open.

2. On this new window, you can choose whether to close or not update the associated opportunity.

3. After you have made your selections, click OK, and it’ll close that window. This will now load the order window.

4. Required fields on an order are Order ID (read-only and auto-calculated), Name (carries over the quote’s name), Customer (carries over from the quote), currency and price list.

5. When the order has been completed and you have provided the customer with the products or services ordered you would fulfill the order by selecting the Fulfill Order button on the command bar.

Working with Invoices

Invoice is the final stage of the sales cycle. It is how you bill your customers. Then Invoices are created after an order has been fulfilled. Microsoft Dynamics 365 for CRM Advanced Sales is not meant to be a complete financial management system. If Invoices are being used in CRM, CRM Advanced Sales are typically integrated with financial management or ERP system. Similar to OrdersInvoices can be created by 2 other methods. You can create the invoice directly from a particular order screen, or you can navigate to the invoice section and choose the New button. You are able to create more than one invoice for the opportunity or the order.

  1. To create the invoice from an order, open the particular order form and on the command bar select Create Invoice. This will open a new Invoice form.

2. The fields on the invoice and order are identical. All the information will be carried over from the order to the invoice.

3. Use the Confirm Invoice button in the command bar to update the status of the invoice to billed.

4. In order to close the invoice, you need to either mark it as paid or canceled. To close the invoice as paid, on a command bar choose Invoice Paid. This will pop open the new window, and click to the OK. Now the Invoice’s status will be Paid instead of Active.

5. To cancel the Invoice, on the command bar select Cancel Invoice. This will pop open the window, and select the OK. Now the Invoice’s status is Canceled.

Conclusion

In this Article, we dealt with CRM Advanced Sales Processes and its working on Product catalog, Opportunities, and Products, Quotes, Invoice and sales Orders are demonstrated with the example.

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