Title: Assigning leads in Microsoft Dynamics CRM for SMB Date: 2/12/14 Program: Microsoft Dynamics CRM for SMB Type: Video storyboard File name: _draft 2-12_FINAL Writer: Mark Morris (v-mmorri@microsoft.com) Producer: Erik Hammen Voice: Estimated time: 2:45 minutes Line # Narration Visuals and instructions to producer A. Note to producer: Use Windows 8.1 (or Win 7, if Win 8.1 is not functioning correctly), and Internet Explorer 10 or 11, to reproduce the steps in this video. You need to be RAS d in or otherwise connected to Microsoft internal network resources, and need to have permissions in advance, to access the test environment. URL for test environment: https://smbsalesuat.partners.extranet.microsoft.com/ smbsalesuat/main.aspx Log-in: Unless provided other credentials by the client, log in with your v- alias and your SmartCard PIN or network password. Before beginning repro steps for this video, be sure that you ve completed the following set-up and configuration steps detailed in the Getting Started with CRM for SMB, on the RO share: Selecting system settings Setting default programs Setting up (recommended) 1
1. Welcome to Assigning leads in Microsoft Dynamics CRM for SMB. ***REVISED/NEW VISUALS AND/OR STEPS*** FADE IN LOGO AND TITLE TITLE: Assigning leads in Microsoft Dynamics CRM for SMB 2. In this video, we ll discuss where leads come from and the most efficient ways to assign them to yourself and others to work on. TITLE: What we will cover: We ll explain... 3.... lead sources and how a lead gets to a sales representative,... MULTIPLE CALLOUT BOX: 1. Understanding lead sources and how a lead gets to a rep 4.... setting the Telephone Sales Rep (or TSR) Lead Management dashboard as your default view,... 5.... assigning leads to yourself to work on,... MULTIPLE CALLOUT BOX: 2. Setting the TSR Lead Management dashboard default view MULTIPLE CALLOUT BOX: 3. Assigning leads to yourself to work on 6.... and assigning leads to other users. MULTIPLE CALLOUT BOX: 4. Assigning leads to other users 7. Let s start by looking at where leads come from and how they get to a sales representative. TITLE: 1. Understanding lead sources and how a lead gets to a rep 8. Leads are generated from a variety of FADE to SCREEN: Use Leads Screen 1, prepared 2
sources, including online trials, customer lists, and click-to-chat sessions. slide at the end of this document (also available as a PPT presentation, Leads.ppt, on RO share.) 9. They re then uploaded to CRM for SMB. TRANSITION to SCREEN: Use Leads Screen 2, prepared slide at the end of this document 3
10. The lead records are routed to the various sales teams that use CRM for SMB. TRANSITION to SCREEN: Use Leads Screen 3, prepared slide at the end of this document These sales teams apply special routing criteria, such as country and language, and store the records in lists called queues. 11. Leads in the queues are then automatically or manually assigned to the appropriate sales representative. TRANSITION to SCREEN: Use Leads Screen 4, prepared slide at the end of this document Depending on each team s processes, managers or sales reps themselves may handle the manual assignment. 12. Now, we ll show you how to set your default dashboard to the TSR Lead Management view. TITLE : 2. Setting the TSR Lead Management dashboard default view 4
13. In CRM for SMB, you can select the best default dashboard view for your business role. FADE to SCREEN: Sales Dashboard [Note: Not shown in video: To get to this screen, in CRM for SMB, hover the cursor over Workplace to expand the top menu, then click the Dashboards tile. Click the down arrow shown above, then click Sales Dashboard in the drop-down list.] ACTION: Click the down-arrow next to the Sales Dashboard header to open the drop-down list. 14. For telephone sales reps, the TSR Lead Management dashboard is a good choice, because it groups several key views on a single page:... SCREEN: CRM Social Overview dashboard, continued ACTION: In the drop-down menu, click TSR Lead Management SCREEN: TSR Lead Management dashboard opens [Note: Mask or otherwise obscure all PII on this screen, including the Name and Lead Company Name columns, etc.] 5
ACTION: Click Set As Default in the Command bar 15.... My Open Leads, My Sales Team Queue Items, and My Activities. SCREEN: TSR Lead Management dashboard, continued ACTION: SCROLL the screen to show the My Sales Team Queue Items and My Activities sections at the bottom half of the screen. 16. Next, let s go through the steps for assigning leads to yourself to work on. TITLE: 3. Assigning leads to yourself to work on 6
17. Although it s possible to manually assign leads from the TSR Lead Management dashboard,... SCREEN: TSR Lead Management dashboard, continued ACTION: Click the See the records... icon in the My Sales Team(s) Queue Items section, shown above SCREEN: My Sales Team(s) Queue Items pop-up appears [Note: Mask or otherwise obscure the PII on this screen.] ACTION: Click left-hand column next to the first two or three names to add a check mark, then hover cursor over Work On ACTION: Close My Sales Team(s) Queue Items popup 7
18.... lead assignment is faster from the Queues workplace. SCREEN: TSR Lead Management dashboard ACTION: Hover cursor over Workplace to expand the top bar menu, then click the Queues tile. 19. Just select the records you want to work on from your sales team s queue... SCREEN: My Sales Team(s) Queue Items opens [Note: To get to this screen, after clicking Workplace > Queues (per row 18), click the down-arrow shown above. In the drop-down menu that opens, click My Sales Team(s) Queue Items.] [Note: Mask or otherwise obscure the PII on this screen.] ACTION: Click to enter a check mark in the lefthand column next to the first five names. 8
20.... and assign them to yourself. SCREEN: My Sales Team(s) Queue Items, continued ACTION: Click Work On in the Command bar SCREEN: Pop-up window opens ACTION: Click Assign SCREEN: Processing queue items 9
21. CRM for SMB transfers the leads that you selected out of the queue and moves them to your TSR Lead Management dashboard. SCREEN: My Sales Team(s) Queue Items, continued ACTION: Hover cursor over Workplace to expand the top menu, then click the Dashboards tile. SCREEN: TSR Lead Management dashboard opens [Note: In screen above, obscure PII data.] 22. The leads now appear in your My Open Leads list,... SCREEN: TSR Lead Management dashboard, continued ACTION: Click Refresh All in the Command bar. [Note: In screen above, obscure PII data.] ACTION: In the My Open Leads sections, hover cursor and move it down the Name column to highlight the first several rows. 10
23.... and you ll see that a new activity has been created for each of the newly assigned leads. SCREEN: TSR Lead Management dashboard, continued [Note: In screen above, obscure PII data.] ACTION: Hover cursor down through the Activity Type column to highlight the first several rows. 24. And finally, let s go through the process for assigning leads to other users to work on. TITLE: 4. Assigning leads to other users 11
25. The steps are the same as those you use for assigning leads to yourself,... SCREEN: My Open Leads list view, continued ACTION: Hover cursor over Workplace to expand the top menu, then click the Queues tile. SCREEN: My Sales Team(s) Queue Items opens [Note: In the above screen, obscure the names in the Title column.] ACTION: Click to enter a check mark in the lefthand column next to the first five names. ACTION: Click Work On in the Command bar 12
26.... except that you need to enter or select the name of the user that you re assigning the leads to. SCREEN: Pop-up window opens ACTION: Click to select the second radio button ACTION: In the text field, enter: Nelson McKinney and then hover cursor over Assign button to highlight it [Note: Not shown in video: 1. Delete Nelson McKinney from the text field 2. Click to select the first radio button (Assign to me to work on) 3. Click Assign] SCREEN: Processing queue items 13
27. CRM for SMB has now removed those leads from the queue and transferred them to the other user s My Open Leads and My Activities lists. SCREEN: My Sales Team(s) Queue Items list view, continued [Note: In the screen above, the text in the Title column should still be obscured, but note that the first five names in the list (the ones you checkmarked) are now gone.] 28. Now you understand how leads get to a sales rep, you ve seen how to set the TSR Lead Management dashboard as a default view, and you know the process for assigning leads to yourself and to other users to work on. FADE to TITLE SLIDE: Summary: 1. Understanding lead sources and how a lead gets to a rep 2. Setting the TSR Lead Management dashboard default view 3. Assigning leads to yourself to work on 4. Assigning leads to other users 14
29. Learn more in the Work Smart Guide, Lead management in CRM for SMB, available at the Microsoft Dynamics CRM for SMB Sales Readiness website. ***REVISED/NEW VISUALS AND/OR STEPS*** FADE to SCREEN: Cover page of the Lead Management Work Smart Guide, saved to the RO share here. 30. CALLOUT: Available at http://infopedia/pages/crm_smb.aspx FADE TO BLACK. [Note to producer: The four screens below were created in PowerPoint. Leads.ppt file is on the RO share at: https://ronlineadmin.sharepoint.com/production/_layouts/15/wopiframe.aspx?sourcedoc={ae3a1 798-BF4C-4774-A495-4F33E9035EEC}&action=default ] Leads screen 1 15
Leads screen 2 16
Leads screen 3 Leads screen 4 17
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