1. Grow into CRM Training Series Sales Module

2. First steps > how did we get here? salesoperationsaccountsmarketing

3. First steps > how did we get here?

4. Closed-Loop Marketing Marketing Sales Analysis

5. Vocabulary > speaking the same language MS Dynamics CRM TermMy Organisational Term Lead Account Contact Opportunity Activity Campaign

6. Logging In Home Tools and Definitions Process Description Please select a training area: Press “ESC” to exit Navigating CRM

7.  You should then be taken to the default “Workplace” screen showing dashboards. This means you have logged in successfully. Logging In Navigate to: https://nosa.svc-online.com and type in you username and password provided to you.https://nosa.svc-online.com If you cannot remember your password or username, contact support@enterprisecloud.co.za support@enterprisecloud.co.za Press “ESC” to exit

8. Navigate CRM Please select a CRM Client to Navigate: Press “ESC” to exit OutlookInternet Explorer

9. Click on a highlighted area below to find out more about that section Outlook Press “ESC” to exit

10. Outlook Press “ESC” to exit Office fluent UI (Office Ribbon) changes based on available functionality within each section of the system and enables quick commands and task execution

11. Main navigation area that changes based on which module you have selected Outlook Press “ESC” to exit

12. Main information display window which changes based on the navigation item selected and displays in-line charts to visualise your data Outlook Press “ESC” to exit

13. Select whether you want to work in CRM by clicking Solutions, or in native Outlook, using the Mail, Calendar, Contacts and Tasks functionality Outlook Press “ESC” to exit

14. The Outlook record preview pane allows you to read the record without having to open the record up, and you can choose to place it to the bottom, or to the right, so it’s just like how you read your email. Outlook Press “ESC” to exit

15. Internet Explorer Press “ESC” to exit

16. Internet Explorer Office fluent UI (Office Ribbon) changes based on available functionality within each section of the system and enables quick commands and task execution

17. Press “ESC” to exit Main navigation area that changes based on which module you have selected Internet Explorer

18. Press “ESC” to exit Select which module you wish to work on in CRM Internet Explorer

19. Press “ESC” to exit Main information display window which changes based on the navigation item selected Internet Explorer

20. Tools and Definitions AccountsContacts Site Meetings LeadsOpportunitiesGoals QuotesQuote ProductCommission LinesContract Period Press “ESC” to exit Product Management Users Attachments

21. Accounts Definition: Accounts are companies that interact with NOSA. Microsoft Dynamics CRM allows for storing of companies that deal with NOSA such as customers, suppliers, competitors and partners etc. Microsoft Dynamics CRM also allows for a hierarchical structure of accounts where accounts can be linked to a parent account. In the parent account there will be a list of sub-accounts. Press “ESC” to exit Require d Tip: Capture as much information as possible about accounts so that you can categorize and group customers on similar characteristics – this helps you identify cross- and up-sell possibilities later on

22. Contacts Press “ESC” to exit Require d Definition: Contacts are people that interact with NOSA. Contacts can be linked to accounts if they work for a particular company, and can also be used as customer records instead of accounts if you are dealing with an individual. Tip: Capture as much information as possible about contacts so that you can get to know them better and have a deeper and more meaningful conversation with them

23. Leads Press “ESC” to exit Require d Definition: A lead record represents an unqualified suspect that has never done business before with NOSA. Included in the sales process is the orientation phase which will be managed through the use of leads in Microsoft Dynamics CRM. After going through the orientation phase the lead will be then converted to an account, contact and opportunity record. Tip: Anything you capture on the Lead form will convert to the Account, Contact and Opportunity, so the more you capture now, the less admin you will do later Tip: Make sure you capture the source of the lead, so that you can pull reports later to show you the most effective source of marketing and sales generation

24. Opportunities Press “ESC” to exit Require d Definition: Opportunities (deals) will record and track sales for new business and existing customers. Opportunities will be used to manage the sales pipeline and will also contain the attached documents created for the potential sale. The sales pipeline will reflect the phases shown in the sales process. All sales activity (email, phone calls, appointments etc.) will also be tracked to the opportunity record. Tip: Opportunities in CRM capture all the detail related to the deal – the type of sale, Pipeline Phase, Business Sector, and all of the product and Pricing related information, so make sure your deal is loaded correctly Tip: The sales process helps you to know where you are in a deal, so that you know what to do next. In this example, the next step is to drive towards the Investigation step, once Orientation is complete Require d

25. Goals Press “ESC” to exit Require d Definition: Microsoft Dynamics CRM allows for tracking of sales targets through the use of goals. Goals for NOSA will be measured on quote products that are commissionable. Targets can be set for a specific period and can also roll up into a parent goal. Tip: Goals / targets are designed to help sales people stay on top of their sales activity, making sure they have sold enough on a monthly basis to meet target Require d

26. Quotes Press “ESC” to exit Definition: Interests will be implemented as a catalogue which will be configurable. The idea is that interests will not be recorded outside of a portfolio of interests which can be leveraged by NOSA. For example, if NOSA has a box-suite at a Rugby stadium, then Rugby would be added to the interest’s catalogue. Similarly, if customers are invited to play golf, then golf would be added to the interest’s catalogue. The purpose of the interest’s catalogue is to enhance data in a useful way. Require d

27. Quote Products Press “ESC” to exit Definition: Equipment for NOSA will keep track of all equipment sold to customers. Historical information such as invoice numbers and invoice dates will be recorded and easily accessible by users. Equipment will also be linked to the models that were defined during the sales process. Tip: Make sure you capture as much information as possible regarding equipment on each customer’s site so that you can see who is up for contract renewal, and which machines might need a service, repair or replacement Require d

28. Commission Lines Press “ESC” to exit Definition: Equipment types for NOSA will be used to classify the types of products that are sold to customers. The list will be defined as shown below, and can be added to in the future as new products are added to NOSA’s product offering. Equipment types will be associated with opportunity records in Microsoft Dynamics CRM so that sales per equipment type can be reported against. Require d

29. Product Management Press “ESC” to exit Definition: Products will be used in Microsoft Dynamics CRM. Products are managed in the sales section and are associated with a price list and a price list item. Nosa will be using a default price list which will include all their products. Products will be managed through the use of default Microsoft Dynamics CRM functionality and templates will be provided by Enterprisecloud to allow for additional bulk imports in the future. Products, in the case of Nosa, will be added to quote records as quote products. This will allow for centralized management of product pricing and quote generation. Wherever possible, the use of write-in products will be avoided. Users, however, will not be restricted from using write-in products where needed. For new products that are not available on the existing price list in Microsoft Dynamics CRM, users will need to request that their super user add the product and price list item with the authorized price. Prices also can be overridden at the quote level if required. The sales person will be able to fill in the price before the quote is approved. Require d

30. Users Press “ESC” to exit Definition: Users are people that have licenses to access Microsoft Dynamics CRM. Users will have information stored about the individual such as manager, territory, contact information, and commission percentage. Nosa will only edit the user record to set the commission percentage level for sales people. This will be managed by using field-level security which will only allow management to see and edit the field for sales people. Shown below are the custom fields that will be added to the user record to cater for commission percentage. Require d NOTE

31. Attachments Press “ESC” to exit Definition: Attachments can be associated with all records in Microsoft Dynamics CRM. Any attachment such as a PDF document or Microsoft Excel spread sheet can be uploaded to a record as an attachment. Attachments will appear in the notes section on the form of each record that has notes enabled.

32. Process Description ProspectDiagnoseQuoteApprove Workflow 1234 Press “ESC” to exit Close 5

33. 1 Prospect Press “ESC” to exit Next Process: The Prospect phase has been defined as the phase where the lead is generated, information is gathered about the potential customer, and initial contact is made. The prospect phase up until the point of conversion of the lead to an account, contact and opportunity is created is shown below:

34. Leads Press “ESC” to exit Require d Complete the Lead record by entering data into the required fields. Click on Save to activate the Ribbon and links. Tip: Anything you capture on the Lead form will convert to the Account, Contact and Opportunity, so the more you capture now, the less admin you will do later Tip: Make sure you capture the source of the lead, so that you can pull reports later to show you the most effective source of marketing and sales generation

35. Leads Press “ESC” to exit

36. Account from Lead When Qualifying a Lead into an Account, CRM will move the necessary data from the Lead form into the new Account form. Press “ESC” to exit Require d Tip: Capture as much information in the Lead form as possible. This will make the capturing in the Account form easier.

37. Contact from Lead Press “ESC” to exit Require d When Qualifying a Lead into a Contact, CRM will move the necessary data from the Lead form into the new Contact form. Tip: Capture as much information in the Lead form as possible. This will make the capturing in the Contact form easier.

38. Opportunities Press “ESC” to exit Require d Enter all required data into the new Opportunity form. Click Save to activate the Ribbon and Links Tip: Opportunities in CRM capture all the detail related to the deal – the type of sale, Pipeline Phase, Business Sector, and all of the product and Pricing related information, so make sure your deal is loaded correctly Require d

39. 1 Prospect Press “ESC” to exit Next Process Explanation: The Prospect phase is as follows: 1. A lead source (i.e. website, advertising, cold calling) will result in the creation of a new queue item in Microsoft Dynamics CRM. 2. The queue item will be converted into a lead record. The lead record will initially be assigned to the regional manager and then onto the sales person. 3.The sales person will make initial contact and information will be gathered for the lead record: a. If there is sufficient information for the lead, the record will move to the qualify phase. b.If the information is insufficient, the lead will need to be contacted and the lead record updated before it can move to the qualify phase. 4.The lead record will be pre-qualified in this phase. If the lead shows no interest, cannot be contacted, or there is no potential for a sale, the lead record will be disqualified. If the lead is created manually by the salesperson and has not been received via the info@nosa.co.za queue, the New Queue Item process shown above will be skipped as this is not applicable. Disqualification: If the prospect phase is terminated, leads can be disqualified based on the following default reasons: Lost Cannot Contact No Longer Interested Cancelled Previous

40. 2 Diagnose Press “ESC” to exit Next Process: The Diagnosis phase will serve to determine what effort will be required for the sale. The potential customer will either be quoted directly or a meeting will be held before the quoting process can begin. Process Explanation: The Diagnosis phase is as follows: 1.If the potential customer wishes to be quoted directly then the sales person will be able to move straight to the quoting phase and generate the quote. 2.If the potential customer does not wish to be quoted directly then a client meeting will be scheduled to discuss what their requirements are. a. If the outcome of the meeting results in the potential customer asking for a quote then the sales person will move to the quoting phase to begin generating the quote. b. If the potential customer is not going to be quoted, the process will terminate with the opportunity record being closed as lost. A reason for losing the deal will need to be completed by the sales person, and if the deal was lost to a competitor, a competitor record can be linked to the lost opportunity. Previous

41. Opportunities Press “ESC” to exit Require d Enter all required data into the new Opportunity form. Click Save to activate the Ribbon and Links Tip: Opportunities in CRM capture all the detail related to the deal – the type of sale, Pipeline Phase, Business Sector, and all of the product and Pricing related information, so make sure your deal is loaded correctly Require d

42. Opportunities Press “ESC” to exit When Opportunities are lost, they must be closed by clicking on the Close as Lost button in the Ribbon. The exact reason for the lost opportunity must be noted and a competitor may be added in the case of the opportunity being out sold.

43. 3 Quote Press “ESC” to exit Next Process: The Quote Phase will involve the creation of the quote record in Microsoft Dynamics CRM, adding the relevant products and submitting for approval. The salesperson will also be able to print the quote when it has been approved and is ready to be submitted to the customer. Previous

44. Quotes Press “ESC” to exit Insert the required Quote data, including the default price list. Click on Save to activate the Ribbon and links. Require d

45. Quote Products Press “ESC” to exit Click Products in the Navigation Pane, click in the Quote Product box to activate it, and click on Add New Quote Product. Enter the required data and click on Save & Close Tip: Make sure you capture as much information as possible regarding equipment on each customer’s site so that you can see who is up for contract renewal, and which machines might need a service, repair or replacement Require d

46. Product Management Press “ESC” to exit Wherever possible, the use of write-in products will be avoided. Users, however, will not be restricted from using write-in products where needed. For new products that are not available on the existing price list in Microsoft Dynamics CRM, users will need to request that their super user add the product and price list item with the authorized price. Prices also can be overridden at the quote level if required. The sales person will be able to fill in the price before the quote is approved. Require d

47. Product Management Press “ESC” to exit Price lists contain the value of that the product will have once it is added to Opportunities and Quotes Require d

48. 3 Quote Press “ESC” to exit Next Process Explanation: The Quote phase is as follows: 1.A new quote record will be created in Microsoft Dynamics CRM for the potential customer. 2.Products will be added to the quote as quote products. a.If the product exists, the salesperson will select the product and override the pricing if necessary. b.If the product does not exist, the product management process will begin where the salesperson has the option of either adding a write-in product or requesting that a new product be added to the system. 3.The process of selecting products will be repeated until the quote is ready to be submitted for approval. 4.Once the salesperson has completed the quote, it can be submitted for approval. An approval record will be created and escalated to the salesperson’s manager. Previous

49. 4 Approve Press “ESC” to exit Next Process: The Approval Phase serves to manage the internal approval of the quote record that has been created by the salesperson. Once the quote has been submitted for approval, the manager will either be able to review the quote and approve it, or assign the approval to be done by someone else. Once the quote has been approved it will be sent to the customer. Previous

50. 4 Approve Press “ESC” to exit The person with the necessary authority to approve the quote will receive the approval form. Enter the required data and a description, and click Save & Close Previous

51. 4 Approve Press “ESC” to exit Next Process Explanation: The approval phase is as follows: 1.An approval record will be created and an email will be sent to the approver with a link to the quote record. a.If the approver does not have the authority or wishes to assign the approval to someone else, the record can be assigned to another approver and they will be notified via email. b.The approver will then review the quote. If the quote is rejected outright, the salesperson will be notified via email and the process will move to the close phase where the deal will be closed as lost. If the approver requests that the quote be revised, the salesperson will be notified via email and the process will revert to the quote phase where the quote will be amended and resubmitted for approval. If the quote is approved, the salesperson will be notified via email and the process will move to the close phase where the quote will be submitted to the customer. Previous

52. 5 Close Press “ESC” to exit Next Process: The Close Phase will involve submitting the quote to the customer and closing the deal once feedback has been received from the customer. Previous

53. Quotes: Closed as Cancelled Press “ESC” to exit To close a Quote as Cancelled click on Close Quote. Enter the reason for closing the Quote, and click OK Require d

54. Quotes: Closed as Lost Press “ESC” to exit To close a Quote as Lost click on Close Quote. Enter the reason for closing the Quote, and click OK Require d

55. Quotes: Closed as Won Press “ESC” to exit To close a Quote as Won click on Close Quote. Enter the reason for closing the Quote, and click OK Require d

56. Commission Lines Press “ESC” to exit Commission lines can be added once the quote has been closed as Won. When the Invoice No. and Invoice Amount are filled in on a commission line record, the commission earned will automatically calculate based on the salesperson’s commission percentage set at the user record level. Require d

57. 5 Close Press “ESC” to exit Next Process Explanation: The close phase is as follows: 1.If the quote was not approved to be sent out to the customer and a revision was not requested, the deal will be closed as follows: a.If the deal was cancelled, the quote will be closed as cancelled and the opportunity will also be closed as cancelled. b.If the deal was lost to a competitor, the quote and opportunity will be closed as lost, and a competitor record can be linked to the opportunity. 2.If the quote was approved, it will be sent out to the customer and followed up on. a.If the quote is not accepted, the quote and opportunity will be closed as either lost or cancelled. b.If the quote is accepted, the quote will be submitted to finance where an email will be sent to the finance coordinator to be captured in Pastel. A commission line will be created automatically and the quote will be closed as won. Previous

58. Workflow Press “ESC” to exit Workflow Explanation: Automated assignment and notifications have been setup as follows:  When an email is received for info@nosa.co.za, it will escalate if the queue item is not attended to within 30 minutes.  When a lead is assigned it will notify the new owner.  When a lead is assigned to a new owner, it will create an automatic follow-up for 24 hours after the record was assigned.  When a new opportunity is created, it will default to the diagnose pipeline phase.  When a new quote is created for an opportunity, the opportunity’s pipeline phase will change to the quote phase.  When a quote is submitted for approval, a new approval record will be created and the salesperson’s manager will receive an email notification.  When the manager provides feedback on a quote approval, the salesperson will receive an email notification with the feedback and action required. Approve Quote Diagnose Prospect Close

59. Workflow Press “ESC” to exit Workflow Explanation: Continued  If a manager assigns an approval to someone else to approve, the new owner will receive an email notification.  After a quote has been approved, an automatic follow-up will be created for the salesperson to send through the quote to the customer. The follow-up will be set for 7 days after having been approved.  When a quote has been accepted by a customer, an email detailing the quote information will be sent to the finance coordinator when the salesperson clicks on the submit to finance button. A commission line record will also be created for the quote which will automatically set the salesperson as the owner and reference the originating quote.  When the Invoice No. and Invoice Amount are filled in on a commission line record, the commission earned will automatically calculate based on the salesperson’s commission percentage set at the user record level.  When a quote product that is commissionable is added to a quote, it will automatically increment the commissionable amount on the quote. Approve Quote Diagnose Prospect Close

60. Template [text here]