Fundamentals of D365 Sales Flashcards
1
Q
What does D365 Sales enable salespeople to do?
A
D365 Sales enables sellers to build relationships and close deals faster by proving the capabilities to analyze, act, and automate digital selling
2
Q
What is the basic definition of a sales process?
A
A guide or map that organizations implement ot assist sellers during the sales lifecycle. The advantage to using a sales process is that it ensures that all sales staff are following the same proven selling procedures set fort by the company.
3
Q
What is an example of a general sales process flow?
A
Qualify –> Develop –> Propose –> Close –> Fulfill
Each stage generally maps to a specific record type. For example, in the Qualify stage sellers would be working with a Lead record type.
4
Q
How is Account defined?
A
Represents a business or organization that you do business with. Sometimes they are a customer or vendor, depending on the scenario
5
Q
What are Activities?
A
Represent supporting records and customer interactions. The system has pre-defined activities already configured such as email, phone call, and appointment but custom activities can be created too
6
Q
What is a Contact?
A
Represents a single individual. Contacts often have many related records such as account or activities.
7
Q
What is a Customer?
A
Can be either an account or a contact. In a B2B scenario, it is usally an account. In a B2C scenario, it is usually a contact.
8
Q
What is a Lead?
A
Someone that’s interested in what you are selling. A lead can be an existing client or someone you’ve never done business with
9
Q
What is an Opportunity?
A
Like a Lead, an Opportunity represents a potential sales transaction. An opportunity is usually a more viable prospect than a Lead is. Opportunities contain more dtail and information and are tracked over a longer period of time
10
Q
What is a Product Catalog in D365 Sales?
A
A collection of records that interact with opportunities, quotes, orders, and invoices to facilitate the management of products, price lists, discounts, and product families for sales transactions
11
Q
What is a Quote?
A
A formal offer for products or servies, proposed at specific prices and related payment terms to a customer
12
Q
What is a Order?
A
A confirmed request for delivery of goods and services based on specified terms, or a quote that has been accepted by a customer
13
Q
What is an Invoice?
A
An order or record of a sale including details about products or services purchased that has been billed to the customer
14
Q
What is a Sales Pipeline?
A
A sales pipeline is a snapshot of where customers are in the sales process flow. A typical pipeline would show how many deals salespeople are expected to close in a given week, month, or year. A pipeline can also show how close a sales rep is to hitting their sales quota.
15
Q
What is a Competitor?
A
Competitors are organization you’re competing against to win deals.
16
Q
In the Qualify stage, what record type is most often used?
A
Lead.
In the Qualify stage, an account executive will reach out to the lead to qualify them, basically determining whether or not the Lead is a good fit. If a Lead is qualified, then the sales process will progress to the next stage, Develop.
17
Q
What record type is most often used in the Develop stage?
A
Opportunity.
The opportunity record is used to develop the details of the deal such as products and services they’re interested in, as well as estimated revenue and time line. These details are added to the opportunity record. When the opportunity has been developed and a deal is ready, the sales process will progress to the next stage, Propose.
18
Q
In the Propose stage, what record type is most often used?
A
Quote.
Once a deal is ready, a Quote is added to the Opportunity record and this quote record represents the formal proposal to a customer. If the customer agrees to the quote, the sales process progresses to the next stage, Close.
19
Q
What record type is used in the Close stage?
A
Order.
After the customer agrees to the Quote in the propose stage, the sales process has moved to the Close stage where an order is generated. After the order is generated, the quote and opportunity associated with that order are closed. The sales processes will progress to the next stage, Fulfill.
20
Q
True or False, after an order is generated(in the Close stage), the quote and opportunity are closed.
A
.True
21
Q
What record type is used in the Fulfill stage?
A
Invoice.
The order was generated in the close stage and is being satisfied/delivered in the Fulfill stage. After the order has been Fulfilled, an invoice is generated and billed to the customer.
22
Q
How does D365 Sales help organizations take control of the entire sales process?
A
1) Easily configurable to support a company’s specific or changing needs
2) Common tasks can be automated
3) Help identify which customer or leads to focus on
23
Q
What is Selling with Contextual Insights in D365?
A
With automated lead and opportunity scoring, salespeople can spend more time negotiating viable deals and less time idetnifying potential sales opportunities
Communications like emails are analyzed and sellers are automatically provided with talking points and best actions
24
Q
What feature can be used to help build relationships with authentic and personal engagement?
A
Surveys.
You can automatically send customized surveys triggered by sales-related activites to your customers. For example, a lead being created or opportunity being created.
The data collected can be used to target your selling actions based on your customers demands and appeals
25
How can AI tools be used to help the lead qualification perocess, and what's an example?
Some AI tools such as the business card scanner can quickly capture and input information into D365 Sales of PowerApps. The automatic gathering and input of information into the system can help you quickly identify if there's a past relationship and also help determine what the next best action should be.
26
How does a Business Process Flow help an organizations salespeople?
A BPF is a defined set of stages that map to an organizations sales process. Not only does a BPF guide sellers through each stage of a company's sales lifecycle, in a structured way, but it is also very helpful in onboarding new sellers. Lastly, it ensures that every seller knows exactly what is required during each stage of the sales process.
27
What is the Assistant in D365 and how is it helpful?
Assistant is a section on the record that surfaces important information in the context of what you are doing now.
For example, providing reminders of upcoming activities related to a sale lead, or notifying you w hen customers are doing something that could impact a deal, like an opened email.
28
What is the Timeline in D365 and how is it helpful?
Timeline is a section on the record that displays any related communications related to the record you're on. It lets you easily see all relevant communication from a single view. Lastly you can add new communication items and activities to the Timeline including phone calls, emails, and appointments.
29
What tools are available that let you easily collaborate with other team members and even customers?
1) Microsoft Teams
2) SharePoint and OneDrive
3) Embedded Word and Excel
4) PowerApps
30
How can Microsoft Teams be used with D365 to enhance collaboration?
Since you access D365 data such as records and views directly from within a Teams workspace, you can easily communicate and collaborate with SMEs and other colleagues across different business functions and geographies.
31
How does using SharePoint and OneDrive with D365 enhance collaboration between colleagues and even customers?
1) Easily see who is working on documents and what changes are being made(document collaboration)
2) Ability to see what documents customers are accessing if you store and share from SharePoint/OneDrive
32
How does using PowerPlatform with D365 provide value?
Tools in PowerPlatform such as PowerAUtomate can be used to automate and speed up the execution of various daily activities and business tasks such as approval processes across line-of-business applications. PowerAutomate embeds automation of these items directly into D365 forms.
33
What Sales Delivery Tools are available to help throughout the sales lifecycle?
1) Product Catalog
2) Quote Management
3) Sales Orders
4) Invoices
34
How is the Product Catalog used and why is it helpful?
1) Quickly build sales quotes by adding products direectly from the product catalog
2) Customized pricing and discounting by using price lists to ensure the most appropirate pricing is being used, dpending on who the customer is, current promotions happening, or specific sales scenario
3) Use Product Families to define common properties such as size and coloring optiosn for all products in a family.
4) Products can be linked together to provide greater support in common sales scnearios such as cross-selling, product substitution, or up-selling
35
How are Quotes managed in D365 Sales?
1) You can easily generate quotes directly from details stored in a sales opportunity
2) Easily manage the entire sales negotiation process with easy quote revisions and quote delivery
3) Can deliver quotes in familiar format such as Word or PDF
36
How are Sales Orders created and managed in D365 Sales?
1) Sales Orders can be created directly from Quotes when deals move forward
2) Also, related supply chain items can be opened or closed as the attached quote record is also closed
37
How are Invoices managed and created in D365 Sales?
Invoices can be created from fulfilled sales orders
Statuses of invoices are tracked as they are paid by the customer
38
What could be the overall elevator pitch for D365 Sales?
1) With D365 Sales, your organization's sellers have the tools they need to identify and qualify viable prospects looking to purchase goods or services from your company
2) Sellers can manage their daily activities and customer interactions to ensure that they're following up in a timely manner and that customers are being tended to in a timely manner
3) As deals progress, Business Process Flows provide guidance to ensure that your sellers are adhering to your organizations selling procedures
4) By using all the tools provided, you'll be able to develop long lasting relationships with your customer that will generate revenue for years to come
39
What is the Sales Activity Dashboard?
1) First place sellers are taken to when they log in
2) Birds eye view of open opportunities, open leads, notifications via Assistant, and other metrics
3) Can view open opportunities in a funnel chart broken down by pipeline, with the estimated revenu for each stage
4) Can view open leads in a pie chart that breaks them down by lead source
40
What does a typical sales lifecycle look like?
1) Qualify the Lead
2) Develop the Opportunity with pertinent details
3) Propose the Quote and present to customer
4) Close opportunity and create Order after customer agrees to quote
5) Fulfill order and create Invoice to bill the customer
41
Describe the general Lead Qualification process
The goal of any lead is to determine the viability of th em becoming a customer. During the lead qualifcation process, a lead is contacted by a salesperson to gather more information. If it's determined that the leads' needs align with what your company can deliver, then a decision is made to qualify the lead and move forward. If not, the lead is disqualified.
42
What are some ways to capture leads in D365?
1) Enter manually
2) Convert activities such as emails
3) Import
43
How does the Timeline assist sellers during the lead qualification process?
1) Displays all activites related to the lead in chronological order
2) Activites can be clicked and expanded on so that colleagues can gather more information about that activity
44
How does the Assistant help sellers during the lead qualification process?
1) Provides remidners or notifications related to the lead
| 2) For example, providing a reminder about an upcoming appointment with the lead
45
How does the Stakeholders section help sellers during the lead qualification process?
1) Enables the seller to identify key people that might have a vested interest or involved in the decision making process
2) Stakeholder are added as contacts to the lead record
46
How can the Competitors section help sellers during the lead qualification process?
.-Identify and making notes of competitors gives the serller and other colleagues insight to who may be trying to compete for that customers business
47
How does a BPF assist sellers in the lead qualification process?
1) Represents guided processes that sellers follow throughout the entire sales lifecycle
2) A lead might have multiple BPFs that can be switched and used depending on specific details in the lead
3) Details in the lead that might affect which type of BPF is used include lead type, lead source, estimated budget, purcahse timeframe, or other business factors
48
True or False, once a lead is qualified, the next stage that it moves to is the Propose stage where an opportunity is created
False. Develop stage with opportunity
49
In the Qualify stage, a seller will do the following:
1) Enter the lead into D365 Sales and research the lead
2) Call the lead and log an activity to capture call notes
3) Schedule an appointment to meet the lead face-to-face
4) Determine if the Lead is a viable potential sales
5) Move to Develop stage wheere the Lead has been closed and an Opportunity is created and opened
50
What is a difference between a lead and opportunity?
While they both represent potential sales, an opportunity contains more detail such as potential revenue, timelines, and the products or services needed
51
What are some ways a salesperson or sales team can effective manage an opportunity?
1) Assigning and sharing opportunities with the most appropriate people or teams
2) Tracking product and service details for the items the customer is interested in
3) Providing the most appropriate literature to the customer
4) Managing and tracking sales activities realted to the opportunity
5) Trcking stakeholders and competitors
6) Moving opportunities through a sales process workflow
52
True or False, products, services, and price lists are defined and determined on the opportunity record
.True
53
True or False, products and line iterms that are added to the opportunity must be re-added in the propsoe stage when a quote is created.
.False
Quotes that are created bring in products from the opportunity record
54
When working an opportunity, a seller will:
1) Complete additional info about the opportunity such as budget info, estimated close date, and overall customer needs
2) Identify and add stakeholders and competitors
3) Define the products needd and add them as line items along with determining pricing information through price lists
4) Schedule meetings to further develop the opportunity
5) Respond to proposal requests from customer and create quotes
6) Present quotes and get sign off
7) Clsoe quotes and created oder to deliver products services
8) Generate invoices to bill the customer after orders have been fulfilled
55
What ways can opportunites be closed?
1) Automatically when an associated quote is closed
2) When an order is created from a quote
3) Manually
56
When is a customer generally presented with a quote?
After an opportunity has been defined and the customer requests a proposal tha defines pricing information and product quantities
57
How can quotes be created?
1) Manually
| 2) Directly from the opportunity
58
True or False, when a quote is created from an opportunity, it will inherit important information such as pricing details and product line items.
.True
59
True or False, a quote that is created begins with an Active status.
.False
Quotes begin as Drafts
60
What status must a quote be in order to modify it and add and remove products?
Draft
61
Quotes can be generated as Word or PDF documents before they are activated, True or False?
False. Quotes must be activated before they can be generated as Word or PDF documents
62
What must a seller do to a quote in order to present it to a customer?
Activate it
63
True or False, activated quotes can be modified.
False. Only quotes in draft status can be modified.
64
If a customer is presented with a quote that has 10 cameras, but then they decide that they only want 8, what does the seller need to do?
Click the revise button on the active quote, which then closes that quote and creates a new one with a revision number automatically applied
65
When a quote is revised, the original is deleted, True or False?
False. All original quotes are kept for historical purposes
66
True or False, you can revise quotes after they've been accepted
False.
67
True or False, closing a quote qutomatically closes the related opportunity.
False.
68
When are Orders typically created?
After the quote lifecycle aka after the quote has been accepted in the propose stage
69
What does an Order represent?
A commitment from a customer to buy products or services
70
True or False, orders must be created from Quotes
False.
71
When quotes are converted to orders, the contents of the quote will be added to the order, True or False?
True but only true if the quote was created from the opportunity
72
When an order is created, products and line items can be edited as needed, True or False?
True.
73
During the order stage, accuratre pricing information is important. What might an organization do to ensure that pricing remains correct?
Enabling locking and unlocking of products and pricing as needed
74
Why would an organzation lock pricing?
To ensure that only existing products with the current pricing model are used
75
True or False, it is possible to overwrite pricing on the order even when it's locked
False. To overwirte any pricing field, the pricing on the order must be unlocked.
76
When is an order fulfilled?
Oncer the order has been created and placed, it then must be fulfilled by providing the services or products that the customer asked for.
77
When are invoices created?
After an order has been fulfilled
78
True or False, invoices must be related to orders?
False.
79
The most common way for an invoice to be generated is…
To be created directly from an order
80
True or False, after an invoice has been created, individual line items can be modified, added, or removed as needd?
True. Just like orders, line iterms on an invoice can be edited.
81
How can organization ensure pricing remains accurate on a created invoice?
By locking and unlocking it
82
When an invoice has been paid, what does a seller do in D365 Sales?
Marks the invoice as paid, either Completed or Partial
83
Describe what a relationship-based selling approach is
Rather than focusing a lot on cold calls and mass outreach to lots of people, the emphasis is on properly identifying the right prospects to targer so that you understand who they are. Then, you can tailor your apporach to each prospects needs
84
In addition to evoling selling approaches like relationship-based selling, what else are organizations using to help better identify the right leads to focus on?
Artificial intelligence tools, which can use historical data to help companies better understand current and future customers
85
What is the AI tool in D365 Sales called?
Sales Insights
86
How does Sales Insights help sellers in D365?
1) Shorten sales cycles by better prioritizing which items to focus on
2) Helps sellers build better relationships with authentic and personal engagement
87
How does LinkedIn Sales Navigator help sellers in D365?
1) Enables sellers to take advantage of LinkedIn's powerful search capabilities
2) Data from LinkedIn is surface on any D365 record to better understand the connection behind the record.
88
What’s a great approach sellers can take to increase their chances of winning over customers for the long term?
1) Don't try to close a potential or current customer right off the bat
2) Develop trust, add business value, and spend time learning their needs
89
Simply put, how are relationships built to begin with?
By knowing who your customers are, understanding what's important to them, and through regular and appropriate communication
90
At a simple level, what does D365 Sales Insights do?
Continuously analyzes the large troves of customer interaction data that's stored in D365 and O365 databses
91
What are example of how Sales Insights analyzes data?
1) Examines how often you are engaging with your customers
2) Examines how often your customers are engaging with you
3) Looks at upcoming sales activities
4) Examines the content of communication
Knowing this information helps you better understand your business relationships and enables you to evaluate your activities in relation to previous succcesses.
92
True or False, Sales Insights can detect if you are not communicating as often with a customer compared to the past.
True.
93
How can Sales Insights help sellers initiate conversation with their customers, and make it more personable?
By reminding you to reach out when communication has dipped and by surfacing information from past communications to you
94
Which features of Sales Insights is included with D365 Sales?
1) Assistant
2) Autocapture
3) Email management
95
What is the Assistant feature in D365 Sales Insights?
1) Combines and analyzes data to generate "Action cards"
2) Action cards help ensure that you aren't missing deadlines, they remind you of appointments, and notify you with important information about your customers
3) Cards include a summary of what the card is about as well as links to take action
4) Cards are sorted by priority and fuilfilled based on your current context
5) Included with D365 Sales
96
What is the Autocapture feature in D365 Sales Insights?
1) Looks for messages sent to or from relevant email addresses and surfaces them in D365 Sales
2) Surfaced messages are not automatically tracked and only visible by the current user, but if the information is important, it can be trackced which then makes it visible to other users
97
What is the Email Engagement feature in D365 Sales Insights?
1) Enables you to learn how your contacts are interacting with your email messages
2) Can track emails that are opened, replied to, or forwarded by your customers
3) Also reminds sales staff to take actions on emails based on whether or no they were viewed
98
What Sales Insights features require extra licensing?
1) Assistant with Studio
2) Relationship Analytics
3) Predict lead scoring
4) Predictive opportunity scoring
5) Notes analysis
6) Talking points
7) Who knows Whom
7) D365 Assistant for Teams
99
What is the Assist with Studio feature in Sales Insights?
1) Requires additional licensing
2) Ability to create and display custom insight cards by using Studio and PowerAutomate
3) Can configure prioritzation or cards and determine who sees them
100
What is the Relationship analytics feature in Sales Insights?
1) Requires additional licensing
| 2) Gathers data from D365 Sales for KPIs and activity histories and displays them in a graphical representation
101
Describe the Predictive Lead Scoring feature in Sales Insights
1) Helps you focus on revenue generating efforts by providing a score to prioritize efforts or leads
102
Describe the Predictive Opportunity Scoring Feature in Sales Insights
1) Helps you focus on revenue generating efforts by providing a sctore to prioritize fforts on quality opportunites
2) Requires additional licensing
103
Describe the Notes Analysis feature in Sales Insights
1) Requires additional licensing
2) Monitors notes you've entered regarding recent meetings or discussions with your customer and provides intelligent suggestions
104
Desribe Talking Points feature in Sales Insights
1) Requires additional licensing
| 2) Displays topic to start a conversation with your customer such as sports, vacation, family, or entertainment
105
Describe the Who knows Whom feature in Sales Insights
1) Provides details such as names and email addresses of colleagues who know a lead you're working with or going to be interacting with
2) Requires additional licensing
106
Describe the D365 Assistant for Teams feature in Sales Insights
1) Requires additional licensing
| 2) Provides sellers with timely and in-context intelligent guidance across the sales journey
107
What is social selling?
The process of using social media to find, connect with, and nurture sales prospects
108
How is LinkedIn Sales Navigator helpful?
1) Provides powerful searching capabilities
2) Deeper visibility into extended networks
3) Personalized algorithms that help sellers reach the right decision maker
109
What is Microsoft Relationship Sales?
The combincation of D365 Sales and LinkedIn Sales Navigator?
110
What are the general capabilities that sellers have when they use LinkedIn Sales Navigator?
1) Get headline information, recent activities, news, and job change information when viewing the customer record in D365
2) Use icebreakers to identify commonalities between you and your prospects
3) Ask for an introduction tot he lead from anyone within their network, or anyone in your company that's connected to the lead
4) Get one-click access to LinkedIn InMail
5) Have LinkedIn user images as contact images in D365
6) Surface LinkedIn Activities such as InMail and PointDrive activities inside the activity timeline in D365
111
What are the 2 types of LinkedIn Sales Navigator controls that can be added to D365 forms?
1) LinkedIn Sales Navigator Lead Control
| 2) LinkedIn Sales Navigator Account Control
112
What is the LinkedIn Sales Navigator Lead Control?
Shows information about a LinkedIn members profile
113
What sections in the LSN Lead Control are available on a record?
1) Top Card
2) News(icebreakers)
3) Connections
4) Related Leads
114
What is the Top Card on the LSN Lead Control?
Shows information about the person like name and headline. Also enables you to message or save the person as a lead in Sales Navigator
115
What is the News(icebreakers) section on the LSN lead control?
Shows the person's highlights, activities, conversation starts, and more
116
What is the Connections(get introduced) section on the LSN lead control?
Shows mutual connections and allows for warm introductions
117
What is the Related Leads section on the LSN lead control?
Shows potential leads who are similar to the target person and might represent the relevant stakeholders around them
118
What is the LinkedIn Sales Navigator Account control?
Shows information about a LinkedIn company profile
119
Whare the 4 sections of the LSN account control that are available on a record?
1) Top Card
2) News(icebreakers)
3) Connections
4) Recommended Leads
120
What is the Top Card section on the LSN account control?
Shows info about the company like company name, industry, location, and more
Provides capabilities to view the related account and save it in Sales Navigator
121
What is the News(icebreakers) section on the LSN account control?
Shows the latest news about a company
122
What is the Connections section on the LSN account control?
Shows relevant connection for this company that can establish a first contact
123
What is the Recommended Leads section of the LSN accounts control?
Shows the recommended potential leds in this company that may be opportunities open for the next deal
124
How could combining LSN and Sales Insights be useful?
You can see what a potential buyer is interested in based on the content they are sharing on LinkedIn and the discussion they're in
Sellers can be alerted in real-time when a prospect connects with someone in their network or is mentioned in the news
