Module 8: Leads and Opportunities Module Overview: Objectives

MODULE 8: LEADS AND OPPORTUNITIES
Module Overview
One of the central goals of sales and customer relationship management (CRM) is
to increase sales by increasing customer satisfaction. CRM strives to make
companies competitive by improving not only "hard" parameters, such as a price,
quality, and delivery time, but also "soft" parameters, such as:
• Customer knowledge
• Customer handling
• Customer relationships
Lead records help your sales and marketing teams gather and store information
about a lead. In opportunity management, leads are qualified and become
opportunities. Like lead management, opportunity management is used to track
and store information.
Objectives
The objectives are:
• Define process definitions.

• Create a lead.
• Qualify a lead.
• Create an opportunity.
• Create a competitor record.
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Sales and Marketing in Microsoft Dynamics® AX 2012
Process Definitions
Each company has unique processes for marketing, leads, and sales. In Sales and
Marketing, you can define and implement these processes by creating guidelines.
You can create activities, and then integrate them into each step of the process for
marketing, leads, and sales. You can require workers to complete each step of the
process before they can proceed to the next step. By making certain activities
required, you guarantee that all the necessary steps are taken when a process is
completed.
Activities and the processes that you develop can also be attached to
responsibilities. If you create responsibilities, the owner of the responsibility is
automatically added to the process whenever a new process is created for
marketing, leads, or sales. The owner of the process does not have to be the same
worker who created the process.
When creating sales processes, consider the following:
• What types of customers does the sales process serve?

• When does the sales process start?
• When does the sales process end?
• How can the sales process start?
• How can the sales process end?
• What steps are and are not taken during the sales process?
Defining a Process
A sales process is a series of steps that complete a sale. This process starts the
moment you hear about a potential sale and includes every interaction and step
you go through from that point forward, until the sale is complete.
The number of steps in the sales process, the types of interactions you have along
the way, and the length of time the process takes to complete depend on your
business and the customers.
• Some sales processes are short; for example, in a business-to-

customer (B2C) sale, a customer enters the store, finds the desired
item, asks a sales representative a question, and then pays for the
item. The sales process is complete in only a few steps.
• In other situations, such as business-to-business (B2B) sales processes,
the steps and time involved are greater. The sales person could have
several meetings with the customer to discuss the product, there is a
negotiation phase around pricing, contracts might be written and
approved, and the final purchase might occur months after the start
of the process.
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Module 8: Leads and Opportunities
Process Examples
The following two examples illustrate possible real-world sales processes. Consider
your current sales process and contrast it with the following examples.
Example 1: Auto Parts Supply Company
In this example, the auto part supply company's primary customers are
distributors. The distributors buy in bulk from the supplier and then resell the
parts to customers.
• The sales process begins when an existing or new customer makes

contact with the company's sales staff.
• The sales person records important information about the potential
sale including contact information, the types of parts discussed, and
the estimated size of the deal.
• The sales person might converse with the potential customer several
times throughout the process.
• The sales person will provide the customer with a quote on the
pricing the company is willing to offer.
The customer will accept or reject the offer; the sales process is now complete.
Example 2: Custom Software Development Company
In this example, a custom software development company responds to requests

for proposal (RFP) for large software development projects. The end customers
rarely reach out directly to the example company.
• The sales process begins when an RFP manager identifies an RFP the
company wants to bid on.
• The sales team is responsible for delivering a response to the
customer.
• The response creation process takes place outside of the sales
process.
• Once the response is completed, it must be approved and then sent
out to the customer.
The customer will accept or reject the bid. The sales process is now complete.
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Business Rules
Throughout the sales process, there may be times you want to automate certain
procedures and enforce specific business rules on your sales staff. This can make
the process of tracking a sale easier, improve sales person efficiency, increase the
quality of the data captured, and ensure that quality control procedures are
followed.
• Business Rules are any requirement that a business decides it wants to

enforce. A business rule can be as simple as saying that a lead cannot
be created unless an email address is provided for the contact and
the source of the lead is marked. A business rule can also be as
complex as requiring that an opportunity be approved by a manager
before it can be marked as won.
Create a Process
You can create a process and the stages of a process for campaigns, leads, and
opportunities. To create a process for leads, follow these steps:
1. Click Sales and marketing > Setup > Leads > Qualify process.
2. Click New to create a new process.
3. Enter the Name of the process and a brief Description.
4. Select a Type of process.
5. A process is automatically marked as active when you create it. If the
new campaign, lead, or opportunity process should be inactive, clear
the Active check box.
6. On the General FastTab enter time and responsibility information for
the selected qualifying process.
7. On the Responsibilities FastTab, enter the responsibilities of the new
process and descriptions of the responsibilities.
8. On the Exit criteria FastTab define whether to check for required
activities as an exit criteria. If you select the Check for required
activities check box, you will be required to check for activities
before the process can be completed.
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9. After you create a process, use the Actions button to create levels and
activities for the lead-qualifying process.
10. Close the form.
FIGURE 8.1 LEAD-QUALIFYING PROCESS
Note: To create a lead-qualifying process template, click Functions and copy

an existing hierarchy.
Leads
Use lead records to help your sales team gather and store information about a
lead. By using this information, you can implement the sales activities and tasks
that qualify a lead to move to the next level and become an opportunity.
Lead records contain various types of information. You can store and attach
information for multiple contacts and addresses, source types and references, and
documents. You can also associate multiple responsibilities, activities, campaigns,
projects, and other leads to a lead record.
As you manage a lead record, you can update the status to indicate where it falls
in the qualifying process. You can qualify a lead record and then create a new
opportunity or a customer record for the lead.
You can disqualify, delete, or postpone a record if it seems that the lead will not
become an opportunity or customer for your organization. When you delete a
lead record, you can also delete any associated activities, responsibilities,
campaigns, and contacts. If you postpone a lead record, you can reactivate or
disqualify the lead later.
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Defining Leads
In most cases a lead represents potential: a potential sale, for example, or a

potential contact or customer account with which you might do business. Many
organizations implement lead qualification processes, during which leads are
contacted, more information is gathered, and at some point a decision is made
about the lead's status. Generally, leads should be considered temporary records,
with the goal of converting them to some combination of customer account,
contact, or opportunity records at the end of the qualification process.
Some possible lead sources include:
• Company website: A company website often includes a request

more information form. Anyone can ask for more information but not
everyone who asks for information will buy something. Each request,
however, might be considered a lead.
• Marketing lists: Companies purchase marketing lists from vendors
with the names and email addresses of potential customers. Each
contact on the list can be considered a lead, or perhaps only those
that respond to a campaign are considered leads.
• Trade shows: Many organizations use the names and contact
information collected at trade shows as an important source of new
leads.
• Social media and networking websites: Social media services are
increasingly used as sources of new leads, as are blogs.
Scenario
Each morning, a sales representative receives a list of leads that have registered on
the company website since the previous day. The sales representative enters the
leads into the system and tracks the information. The next step is to contact the
lead. Based on the interaction with the lead, the sales representative might take
any of the following actions:
• Update information such as the company website.

• Enter notes about the interaction.
• Qualify the lead into an account, contact, or opportunity.
If the sales representative encounters a lead that is not interested in pursuing a

sales relationship, the lead is disqualified, and then the sales representative
indicates a reason for disqualifying the lead. Disqualified leads are retained in the
database, so their data can be used for later market research or they can be
reactivated if there is later interest.
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The company tracks the leads that result in closed sales and the method of lead
source that produced the closed sale. This allows the company to focus on the
successful marketing campaigns and refine them.
Setup Forms
Use the lead setup forms to create lead types, priorities, and ratings. These forms
are not required but provide information to make educated decisions about leads.
To create a lead type click Sales and marketing > Setup > Leads > Lead types.
Use the Lead types form to create type codes and descriptions for leads.
The Lead type information is found on General FastTab in the Leads form.
FIGURE 8.2 LEAD TYPE FORM
To create a priority for leads, click Sales and marketing > Setup > Leads >
Priority. Use the Priority form to set priority codes for lead records.
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The Priority information is found on General FastTab in the Leads form.
FIGURE 8.3 PRIORITY FORM
To create a rating for leads, click Sales and marketing > Setup > Leads >
Rating. Use the Rating form to create ratings of the importance or probability of
a lead record.
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The Rating information is found on General FastTab in the Leads form.
FIGURE 8.4 RATING FORM
Create a Lead
Leads are conventionally used to represent potential in Microsoft Dynamics® CRM.

The lead record type is relatively unstructured and might include information
about a person, an organization, or a potential deal. The process of gathering
more information and determining whether to proceed is often referred to as the
lead qualification stage of a sales process. To create a lead follow these steps:
1. Click Sales and marketing > Common > Leads > All leads.
2. On the Action Pane, in the New group, click Lead.
3. Enter the Subject and Name of the lead.
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4. Enter a Lead ID if you have set the numbering sequence in the Sales
and marketing parameters form to be manually populated,
otherwise the Lead ID field is automatically populated.
5. Enter the appropriate information for the new lead record.
FIGURE 8.5 LEADS FORM
Note: Enter as much information into the lead record as you can. Having
detailed information about a lead can help you win a sale.
Note: To create a lead from an existing lead, click Sales and marketing >
Common > Leads > All leads. Select the lead record that you want to copy, and
then click Copy lead.
In the Copy lead form, select the check boxes for the information that you want to
copy to the new lead record, and then click OK.
Note: You can delete a lead and all associated activities, documents,
responsibilities, campaigns, and contacts. To delete a lead, click Sales and
marketing > Common > Leads > All leads.
Select the lead record that you want to delete, and then click Delete.
Qualify a Lead
Depending on your organization’s configuration, you may have to qualify a lead

record to advance it to the next step in the business process. If you learn that a
lead is no longer a potential sale, you can disqualify the lead to avoid spending
more time with it. To qualify a lead follow these steps:
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2. Select the lead record, and click Edit to open the Leads form.
3. Click Change status > Qualify.
4. Select the reason why the lead record is qualified, and then click OK.
5. Close the forms.
Note: You can set up Lead management to automatically create an

opportunity or customer record when a lead is qualified. If your organization has
selected this setup option, the forms automatically open after you qualify a lead
record.
To disqualify a lead record follow these steps:
2. Select a lead record, and then click Edit to open the Leads form.
3. Click Change status > Disqualify.
4. Select the reason why the lead record is disqualified, and then click
OK.
5. Close the forms.
Create Opportunities and Customers from Leads
After you qualify a lead, you can create an opportunity or customer record for the
lead. To create an opportunity record from a qualified lead record, follow these
steps:
2. Select the lead for which you want to create an opportunity record,
and click Edit.
3. Click Change status, and then click Qualify.
4. In the Update status form, select the reason for qualification, and
then click OK. If you selected the option to automatically create
opportunities from qualified leads in the Sales and marketing
parameters form, the Opportunities form is opened. Otherwise, you
can manually create the opportunity record later.
5. To manually create a new opportunity from the Lead record, click the
General tab and then click Opportunity on the Generate group.
6. In the Opportunities form, enter any additional information in the
opportunity record.
7. Close the forms.
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Note: If you selected the option to automatically create customers from

qualified leads in the Sales and marketing parameters form, the Customers form
automatically opens after you update the status and click OK. Otherwise, you can
manually create the customer record later.
Opportunities
You use lead management to create lead records. Lead records help your sales
and marketing teams gather and store information about a lead. In opportunity
management, leads are qualified and become opportunities. Like lead
management, opportunity management is used to track and store information.
When a lead record becomes an opportunity record, you can start to track more
sales-related information, such as quotations and competitors. By tracking the
competition for a sale, you can obtain valuable information about how to win the
opportunity and gain another customer.
When you manage your opportunities, you can also assign probability
percentages and prognosis ratings to the opportunity. You can then track the
probability percentage, which is the chance that the opportunity will become a
customer.
As soon as you provide quotations and the contact at the opportunity makes a
decision, you can track whether you won the opportunity and why you won it. If
you lose the opportunity, you can track why you lost it and to whom you lost it.
This information can be useful later.
Defining Opportunities
An opportunity is a qualified potential sale. An opportunity tracks a qualified

potential sale through the sales closing process. A qualified potential sale indicates
you have contacted the potential customer and gathered information about
interest, determined the likelihood of the customer buying, and decided that the
potential is worth pursuing.
Opportunities can track very detailed information about a potential sale, including
the following information:
• Competitors on the opportunity.

• Products selected from the product catalog.
• Estimated revenue, estimated probability of closing the deal, and the
estimated close date.
• Customer information associated with the opportunity
• All activities involved in closing the sale, including phone calls, letters,
faxes sent, appointments, and emails sent.
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• Notes about the opportunity.
Identify Opportunities
Before creating opportunities, is important to gather data about potential

customers. One way to view information about a potential opportunity is to view
statistics for a sales quotation. To view important statistics based on sales
quotations, follow these steps:
1. Click Sales and marketing > Periodic > Sales management >
Management statistics. It is important to know you must create
default data for a query before you can view statistics. For more
information, see Queries in the help.
2. In the Management statistics form, click New to create a new
version, and give it a meaningful name and description.
3. On the General tab, enter your criteria using the following
information:
Sales Criteria: Enter the organizational group or person on which you want to
base the statistics.
• Salesperson: If you select this option, the Salesperson field

becomes available where you can select the individual salesperson.
• Sales Unit: If you select this option, the Sales unit field becomes
available where you can select the sales unit.
• Company: If you select this option, the statistics are based on the
entire company.
Date: Use the From date and To date to determine the time frame of the
management statistics.
Views: You can customize your view of the graph based on the Category group
and one of the following descriptive Views:
• Telemarketing response
• Call list statistics
• Sales and quotations value
Interval: Select the interval Unit, such as Month, and the Length of period
(based on the unit selected) on which you want your statistics based.
Log: Refer to this field for information, including the last time the statistics were
calculated.
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4. Click Calculate, and then select all to calculate data for all queries, or
enter a Query name to select a specific query.
5. Click Graph, and then select all to show statistics for all queries in a
graph, or enter a Query name to select a specific query.
FIGURE 8.6 MANAGEMENT STATISTICS FORM
Creating Opportunities
Opportunities can be created manually or by converting a lead to an opportunity.

If your organization uses leads, you will often convert leads into opportunities. In
other situations, you can create a new opportunity for an existing account or
customer, or create an opportunity based on an activity that occurs, such as an
email or a phone call.
Converting a Lead to an Opportunity
Your company may have specific processes defined for its sales representatives to
convert leads. In a basic process, a qualified lead record might be used to create a
contact and an associated opportunity record. Perform the following steps to
create contact and opportunity records from a qualified lead:
1. Open the Lead form for the selected lead (Sales and marketing >
Common > Leads > All leads).
2. On the Action Pane, in the Maintain group, on the Lead tab, click
Change status.
3. Click Qualify to qualify the lead for an opportunity.
4. In the Update status form, select a Reason qualified and click OK.
5. Click the General tab; note that the Opportunity button in the
Generate group is now available.
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6. Click Opportunity to convert the lead to an opportunity.
7. The Opportunity form opens automatically so you can verify
information and update as needed.
Manually Create an Opportunity
If an organization is using leads, typically you automatically convert the lead to

the opportunity if they are qualified. It is also possible to manually create an
opportunity. Generally, you might manually create an opportunity if they are
already a customer and this is a new opportunity for the same customer or the
organization.
After you qualify a lead record, you can create an opportunity record that
contains information about the potential sale. Use this record to track quotations
and competitors for the potential sale. You can also copy the information from
one opportunity record to another if you have to. To create an opportunity follow
these steps:
1. Click Sales and marketing > Common > Opportunities > All
opportunities.
2. On the Action Pane, click Opportunity to create a new opportunity.
3. Enter the Subject or interest of the opportunity and the Name of the
opportunity's company.
4. Enter any additional information that you have about the
opportunity.
Enter as much information as possible into the opportunity record. Having

detailed information about the lead may help you win the sale.
FIGURE 8.7 OPPORTUNITIES FORM
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The following table lists additional information you can find in, add to, or change
in opportunity records:
FastTab Description
General View or update general information about
the selected opportunity.
Contacts Add or remove contact records for the
selected opportunity.
Address Add or remove address records for the
Contact information View or add a contact person for the
Competitors View, add, or update information about
the competitors for the selected
opportunity.
SWOT analysis View or create a strengths, weaknesses,
opportunities, and threats (SWOT) analysis
for the selected opportunity.
Associations View, add, or update records (Campaign,

Opportunity, Project, or other Leads) that
are associated with the selected
opportunity. For example, if your
organization is in the process of
completing a project and a new
opportunity is acquired through that
project, you can associate the opportunity
with that project.
Administration View information about when the
opportunity was opened and closed, the
worker that opened and closed the
opportunity, and the reason that the
opportunity was closed.
Copying and Deleting Opportunities
You can copy the information from one opportunity record to another. It is also
possible to delete opportunities and the associated records.
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To copy information from one opportunity to another, follow these step:
opportunities.
2. In the All opportunities list page, select the opportunity that you
want to copy.
3. In the Opportunities form, on the Action Pane, in the New group,
click Copy opportunity.
4. In the Copy opportunity form, select the information that you want
to copy to a new opportunity record. The following information is
available to copy:
• Contacts (Identification)
• Activities
• Documents
• Responsibilities
• Campaigns
• Projects
• Competitors
• SWOT analysis
• Leads
• Opportunities
5. Click OK to copy the changes.
FIGURE 8.8 COPY OPPORTUNITY FORM
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You can delete opportunities and records associated with the opportunity. To
delete an opportunity, follow these steps:
opportunities.
2. From the All opportunities list page, select the opportunity record
that you want to delete.
3. In the Opportunities form, on the Action Pane, in the Maintain
group, click Delete.
4. The Confirmation deletion form opens; select Yes to delete the
record.
5. After selecting Yes to delete the record, the Delete opportunity
form opens where you can delete any associated records.
6. Click OK to delete the opportunity.
FIGURE 8.9 DELETE OPPORTUNITY FORM
Create a Competitor Record
When managing your sales opportunities, researching your competitors and

familiarizing yourself with their offerings is helpful. You can create competitor
records in Microsoft Dynamics AX that include the following types of information:
• Contacts.
• Strength, weakness, opportunities, and threat (SWOT) analysis.
• Associated documents such as marketing material or catalogs.
• Prices and products.
• Opportunities of your competitor.
Create a competitor record as follows:
1. Click Sales and marketing > Common > Opportunities >

Competitors.
2. In the New group, click Competitor.
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3. Enter a competitor Name from the list, and then type a brief
Description of the competitor.
4. Type as much information as possible about the competitor in each
field on the tabs. For information about the fields in the Competitors
form, see the F1 Help.
Opportunity Statuses
When you create an opportunity record the default Status is "Open.” Open
opportunities are conventionally used to represent potential sales and will often
have sales processes associated with them. Open opportunities can be modified as
necessary. When a customer reaches a buying decision, opportunity statuses can
be updated as follows:
• Win: Indicates a successful sale.

• Lost: Indicates a decision not to buy.
• Postpone: Postpones the decision to make a sale. You might
postpone a record if it seems that the lead will not become an
opportunity or customer for your organization.
• Cancel: Indicates you no longer are working with the opportunity.
• Reactivate: Reactivates the opportunity record. If you postpone a
record, you can reactivate or disqualify the lead later.
To update the status of an opportunity, click Sales and marketing > Common >
Opportunities > All Opportunities. Click the desired opportunity from the All
opportunities list page, and click Edit. Select Change status on the
Opportunity tab.
Opportunity Processes
Working with opportunities may involve several activities, such as assessing the
customer needs, formulating a solution, making a proposal, and finally gaining
acceptance from the customer. Collectively, these activities are often called a
"sales process," and many organizations have well-defined steps that reflect the
unique aspects of their selling model, their customers' purchasing habits, or
certain required activities for specific products or business lines.
If you use a defined process involving opportunity records, open the Opportunity
form and click Sales process on the Action Pane. Select or view the associated
activities for the selected opportunity.
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To move an opportunity to the next stage in a sales process, click Change stage
on the Action Pane in the Opportunity form. After clicking Change stage, a
Dialog form opens where you can select the next stage of the sales process. Click
OK to complete the update.
FIGURE 8.10 CHANGE STAGE DIALOG FORM
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Lab 8.1: Qualify and Convert a Lead to an Opportunity

Scenario
An Adventure Works sales representative places a follow-up call to a lead named

Water Televisions. After verifying and approving a credit check, the sales
representative completes follow-up tasks. The lead is qualified based on
competency and is ready to be converted into an opportunity.
Challenge Yourself
Perform the following steps to complete this lab:
1. From within the lead record, create an activity based on the scenario.
2. Qualify the lead based on the lead’s competency.
3. Convert the lead to an opportunity.
Need a Little Help
1. Open the lead called Water Televisions.

2. Create a new task activity with the following information:
• Purpose: Credit check.
• Phase: Approved.
• Type: Follow-up.
3. Update the activity status to Completed.
4. Qualify the lead with the reason of qualification as Competency.
5. Convert the lead to an opportunity.
Step by Step
1. Click Sales and Marketing > Common > Leads > All Leads.
2. On the All leads list page, click Water Televisions and then click
Edit on the Action Pane.
3. On the Action Pane, click the General tab.
4. Click Activities, and then click New task.
5. On the General FastTab enter or select the following:
• Purpose: Type “Credit check”.
• Phase: Select “Approved”.
• Type: Select Follow-up.
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6. On the Status FastTab, in the Activity status field, select Completed.
7. Close the Activities form.
8. In the Leads form, click the Leads tab.
9. In the Maintain group, click Change status, and then click Qualify.
10. In the Update status form, in the Reason qualified field, select
Competency, and then click OK.
11. Click the General tab, and then in the Generate group, click
Opportunity to convert the lead to an opportunity.
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Module Review
Module Review and Takeaways
Keeping track of leads and opportunities is an essential part of good CRM and a
successful sales strategy. Sales and Marketing helps you do the following:
• Set up process definitions.

• Create leads.
• Qualify leads.
• Create opportunities
8 - 23
Test Your Knowledge

Test your knowledge with the following questions.
1. When creating a process definition for a lead or opportunity, you can require
certain activities.
( ) True
( ) False
2. It is possible to disqualify, delete, or postpone a lead record.
( ) True
( ) False
3. Before you qualify a lead, you should create an opportunity or customer

record for the lead.
( ) True
( ) False
8 - 24
Test Your Knowledge Solutions

1. When creating a process definition for a lead or opportunity, you can require
certain activities.
(√) True
( ) False
2. It is possible to disqualify, delete, or postpone a lead record.
(√) True
( ) False
3. Before you qualify a lead, you should create an opportunity or customer

record for the lead.
( ) True
(√) False
8 - 25
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MODULE 8: LEADS AND OPPORTUNITIES

The objectives are:

• Define process definitions.

When creating sales processes, consider the following:

• What types of customers does the sales process serve?

• Some sales processes are short; for example, in a business-to-

Example 1: Auto Parts Supply Company

• The sales process begins when an existing or new customer makes

Example 2: Custom Software Development Company

In this example, a custom software development company responds to requests

• Business Rules are any requirement that a business decides it wants to

FIGURE 8.1 LEAD-QUALIFYING PROCESS

Note: To create a lead-qualifying process template, click Functions and copy

In most cases a lead represents potential: a potential sale, for example, or a

Some possible lead sources include:

• Company website: A company website often includes a request

• Update information such as the company website.

If the sales representative encounters a lead that is not interested in pursuing a

FIGURE 8.2 LEAD TYPE FORM

FIGURE 8.3 PRIORITY FORM

FIGURE 8.4 RATING FORM

Leads are conventionally used to represent potential in Microsoft Dynamics® CRM.

FIGURE 8.5 LEADS FORM

Depending on your organization’s configuration, you may have to qualify a lead

Note: You can set up Lead management to automatically create an

To disqualify a lead record follow these steps:

Create Opportunities and Customers from Leads

Note: If you selected the option to automatically create customers from

An opportunity is a qualified potential sale. An opportunity tracks a qualified

• Competitors on the opportunity.

Before creating opportunities, is important to gather data about potential

• Salesperson: If you select this option, the Salesperson field

FIGURE 8.6 MANAGEMENT STATISTICS FORM

Opportunities can be created manually or by converting a lead to an opportunity.

Converting a Lead to an Opportunity

Manually Create an Opportunity

If an organization is using leads, typically you automatically convert the lead to

Enter as much information as possible into the opportunity record. Having

FIGURE 8.7 OPPORTUNITIES FORM

Associations View, add, or update records (Campaign,

Copying and Deleting Opportunities

FIGURE 8.8 COPY OPPORTUNITY FORM

FIGURE 8.9 DELETE OPPORTUNITY FORM

Create a Competitor Record

When managing your sales opportunities, researching your competitors and

Create a competitor record as follows:

1. Click Sales and marketing > Common > Opportunities >

• Win: Indicates a successful sale.

FIGURE 8.10 CHANGE STAGE DIALOG FORM

Lab 8.1: Qualify and Convert a Lead to an Opportunity

An Adventure Works sales representative places a follow-up call to a lead named

Perform the following steps to complete this lab:

Need a Little Help

Perform the following steps to complete this lab:

1. Open the lead called Water Televisions.

Perform the following steps to complete this lab:

• Set up process definitions.

Test Your Knowledge

2. It is possible to disqualify, delete, or postpone a lead record.

3. Before you qualify a lead, you should create an opportunity or customer

Test Your Knowledge Solutions

2. It is possible to disqualify, delete, or postpone a lead record.

3. Before you qualify a lead, you should create an opportunity or customer