Empower Your Technical Support Team with a Lead Qualification System for Technical Support

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hello everyone and welcome to yet another two minute tuesday today i want to talk about a piece of functionality from the sales app in dynamics 365. more specifically i want to talk about leads and the idea is that when you enter leads into the system they're meant to be temporary records that you essentially call in to qualify whether you want to move them from a lead or a prospect if you will into an opportunity stage so let's say we start with darren right here so we if you look at the lead entity or the lead record right here this is out of the box sample data notice that we have the information darin star in this case the topic he likes our products we don't really know which product we don't you know it's vague so we want to talk to darren to make sure that you know what he's looking for is something we can sell but the idea is you get to a point where you talk to darren and you said okay we for sure we need to move forward so then what do you do you click on the qualify button so when you click on qualify behind the scenes dynamics 365 automatically generates an opportunity it places that opportunity under the develop stage so it went from the qualification stage which you did on the lead entity into the develop stage it also created a contact record and an account record that you know based it was based on all that information that was available on the lead record at a time and there's other things that happen so for example if you collected uh competitors if you collected you know some other information that you have at the lead level it will also be transfer into the opportunity and also any phone calls or appointments or things like that they will also be transfer into the timeline for the opportunity as well now dynamics didn't always work like this the sales application didn't work like this up until crm 2011 users actually had the ability to pick what needed to be created it didn't work automatically then automatically put you on an opportunity in an account and a contact and all that stuff that happens today now people forgot about it people uh kind of get used to the concept but you work sometimes in projects where that is not the desire outcome you don't want to just qualify a lead and automatically create an opportunity there are cases where we qualify a lead to pursue later for example we don't want to create an opportunity right now or perhaps you want to create an opportunity but not necessarily generate an account and a contact and all that information right so what do you do out of the box in the qualify stage you notice that there's a couple of fields in here where you know they're asking us if this is an existing contact or an existing account in this example with george williams you notice that uh there's actually an existing account that george already works for the idea is that by us selecting an existing contact or an existing account when we qualify this lead it will not create those records you will create the other ones so in this case because we have an existing account it will actually create a contact for george and it will actually create an opportunity as well but like i said not every project and every solution and every company wants that behavior not everyone wants to automatically generate an opportunity especially when you qualify a lead sometimes we just really just want to qualify a lead so what do you do to prevent this from happening well there's a bunch of different workarounds but there's actually a feature in dynamics 365 that allows us to prevent this from happening it allows us to ask the user what the user wants to do rather than forcing something on the salesperson or the person qualifying the lead and that is the topic of today's tips so let's start the countdown and let's go so in this case i'm going to navigate into settings administration and go into the system settings now within system settings i'm going to navigate into the sales tab and if you remember from the tip last week if you haven't checked it out go check that out there are some settings right here below here that are not available because you don't have a scroll bar to go down there but like i mentioned i like to click on it and hit the down arrow to kind of uncover those options and if you keep on going there is one option coming up that is called qualify lead experience and by default notice that it will create an account a contact and an opportunity you know automatically but i don't want that so i want to say no in here and that is it so i'm going to say no i'm going to click ok and you know behind the scenes my dynamics will make an adjustment it will actually start asking users what they want to do so once again the users will come here and we'll click on a le let's click on the braille in this time why not and we're gonna we're gonna click on qualify and notice and now we get a pop-up we get a pop-up that says what do you wanna do do you wanna convert this lead and create the following records an account a contact and an opportunity and you get to pick look click yes no whatever you want it's on the user's hand to decide what needs to be done so maybe i don't want to create an opportunity but i do want to create an account and a contact why not i hope you enjoyed the tip this week and we'll see you next week