Microsoft Dynamics 365 Sales (CRM): Tutorial for Beginners

Get started with Dynamics 365 Sales (Dynamics CRM) with this tutorial for beginners. You'll learn how to use it for account management, contact management, lead to opportunity and pipeline management, activity tracking including native integration with Outlook and Viva Sales, as well as the built in AI and sales sequencing features, dashboards and reporting.
0:00 - Introduction to Dynamics 365 Sales
0:59 - Navigation, search, and security
5:40 - Account management and views
13:50 - Contact management and timelines
16:03 - Outlook integration and Viva Sales
21:07 - Creating new records
23:21 - Leads, opportunities, connections, Teams Collaboration
39:27 - Sales sequences / sales enablement
44:00 - Configuring Dynamics 365 Sales
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[@LisaCrosbie]

Connect with me: ☕ Buy me a coffee: www.buymeacoffee.com/lisacrosbie 🦉 Learn more about AI: aka.ms/learnwithlisa 🖇 LinkedIn: www.linkedin.com/in/lisa-crosbie/ 📼 TikTok: www.tiktok.com/@lisa.crosbie 🐦 X (Twitter): twitter.com/LisaCrosbie 📚Take my LinkedIn Learning Course: Microsoft Power Platform Fundamentals (PL-900) Exam: Power Apps www.linkedin.com/learning/microsoft-power-platform-fundamentals-pl-900-cert-prep-power-apps/ **************************** My tutorial on how to configure Dynamics 365 Sales: Learn how to add and remove columns from a table, edit the Lead to Opportunity business process flow, create a new table and a relationship, and edit the navigation menu. 🎥Watch here: kzbin.info/www/bejne/eaPPqaGirbudgK8🎥

[@monhassan]

You are the best instructor I have ever seen in KZbin, Microsoft dynamics. Not only your great skills, but also lovely personality and beautiful smile. Thank you so much for this great effort.

[@LisaCrosbie]

Thank you so much 😊

[@LisaCrosbie]

Let me know if you'd like more content on how to configure Dynamics 365 Sales, or on the Sales Accelerator/Sales Sequences

[@D365LK]

Yes please!

[@LaConyaMurray]

I would love content on the Sales Accelerator ❤

[@davidlacagnina791]

You are an exclent teacher and I would love to see how to configure Dynamics 365 Sales, and the Sales Accelerator/Sales Sequences

[@reidlendingpartners5643]

Yes, Lisa. Please do! This is great content

[@ctechera]

Lisa, I see that the dynamics app in Outlook is not free, meaning is not included when you get the Sales app. Is this true or am I missing something?

[@lindamhre1929]

Love your videos❤️some of the best dynamics tutorials out there are yours! You take us to the process and show it in a normal context 🤩 And yes both videos sounds good 👌

[@LisaCrosbie]

Awesome, thank you!

[@nohaderaz8700]

This is literally the best tutorial ever. Thank you so much ♥️

[@carla.sullivan]

Excellent. Just what I needed. I'm working on customizing Dynamics for ranching services, and you hit many areas, particularly with Power Apps, that we'll benefit from.

[@sherriew6413]

Terrific video, exactly what I was looking for. One of the best beginner tutorial videos I have ever watched on a subject. Thanks so much! Subscribed 👍🏼

[@dawiz2k1]

Best Dynamics Sales intro I have seen on KZbin! Great Job!

[@LisaCrosbie]

Wow, thanks!

[@ridethecatbus]

This is the best dynamics 365 demo. Nice work!

[@alastairtooth6252]

Great video - really informative and summed up what i needed to know concisely. Cheers!

[@zeal5948]

This is an incredible tutorial. The tutorial is explicit and simple. Thank you for this wonderful video. I owe you a subscription.

[@davidstewart1822]

Exactly what I thought! thank you so much for taking the time to make this. Consider me subbed!

[@masterozzie3020]

Thank you Lisa. Very helpful tutorial. HatsOff

[@prashantvedpathak3067]

Wow... that was so extensive... simply liked it. Glad to see the new features in it and working so smooth. Must tutorial for Sales guy.

[@LisaCrosbie]

Awesome, thanks so much

[@usamakamil]

thankyou lisa so much and this is my first journey video of you thankyou for elaborating in easy way ☺

[@DereckBreuning]

Great stuff Lisa! Would indeed love to see more.

[@danieldaemi4604]

Thank you, Lisa. Your course was much more useful than the one in Linkedin Learning! 🙏

[@martinuteng1403]

Great video! Thanks!

[@vc5940]

Thank you very much for your video.

[@ceciliamacphee4798]

I love your videos ! so easy to follow ! You ROCK :)

[@adrianaalvarez229]

Excellent tutorial, would be great to see something related to Price List configurations inside Opportunities and how this impacts the Forecast

[@yuliadavidson2894]

Brilliant videos Lisa!

[@vtanz]

Awesome! thanks for sharing the knowledge

[@nigelbradley5709]

Great video Lisa! Really good overview and will be sharing with my team!

[@LisaCrosbie]

Awesome! Thank you!

[@manuelguzmanjr6622]

Excellent video!

[@emekaegwunyenga7977]

Great tutorials Lisa

[@elizavetastarostina5216]

Hey Lisa, thank you so mich for all your amazing content! I have only one tiny suggestion.. if you could blurr out the background that would be very helpful to keep all the focus on you. Sometimes I catch myself being distracted with the items on the shelf and I am sure that will help other people with attention deficit

[@MsXCollapse]

Thank you, Lisa!

[@MrPocsaiAndras]

Great video, thank you

[@deogardener]

That was a very helpful video for a beginner!

[@Webgooner]

Just brilliant, thanks

[@Larry21924]

I'm enlightened by the intellectual depth of this content. A book with related material transformed my worldview. "The Art of Meaningful Relationships in the 21st Century" by Leo Flint

[@LisaCrosbie]

Thanks for the recommendation

[@jhonnysnz]

thank you for share you knowledge

[@CloudhoundCoUk]

Excellent thank you.

[@sdunn0711]

Thanks so much. Great overview!!!! I'm sort of liking it better than Salesforce thanks to you.

[@LisaCrosbie]

Ok that totally made my day, thank you!

[@olegpetrenko8031]

Thank you for the great overview! Do you have (or maybe planning to do) some video explaining some best practices how to handle contacts and accounts data quality issues. Like, how system can help preventing creation of duplicating entries, deduplication/merging of existing entries, and some tricky scenarios, for example, when one contact has been working for one company but then starts working for another company, or the same contact is related to several accounts at the same time (for instance one procurement manager is responsible for several related accounts from the group of companies), etc. Thanks!

[@lukebrsm6210]

Yep. Keen to see more config tutorials.

[@LisaCrosbie]

Excellent, thanks, I'll make more of this content soon then.

[@yusufbas035]

Thanks lisa

[@MohamedAhmed-du9xz]

Thank you so much for this content, can you please make another one for the marketing & customer insights part ?

[@daacanada]

Thanks!

[@kevinflanagan5851]

Thank you for the video! I am curious about the custom Help pages you are referring too

[@julienbaneux9723]

Hi Lisa, great content. Your page is going to for sure be picked up by the youtube algorythm. One piece of feedback for you. I'd suggest making your video footage of your head a little smaller and/or move farther to the left or right margin. Outside of that, the video experience is wonderful! Particularly happy with the chapter titles (the official Microsoft account doesn't have this!). Well done!

[@LisaCrosbie]

Thanks, always a balancing act with the sizes of things fitting on the screen, appreciate the feedback.

[@tomr9969]

I forgot to mention, I love it when you say in case you didn't know this is a model-driven app!!!

[@MPub]

Thank you for this. May you please make another video based on reports generation. Thanks

[@sahilqhamar]

Great job LISA. Would you happen to have a video on the Healthcare Module? I am an aspiring BA and recently joined a healthcare project. Any help in this matter would be highly appreciated.

[@jochenharter]

Rubbish bin = trash can 😂 Made my day. Go Aussie

[@LisaCrosbie]

Hahaha, yes, that’s what we call it in Australia 😊

[@sandipansarkar9211]

finished watching

[@HebaElgelany]

Hello Lisa, I greatly enjoyed your video it helped me a lot as a Function consultant. I need a video describing the Customer service environment Please.

[@LisaCrosbie]

It's on my list, thanks for the upvote for it 🙂

[@madkins1868]

Excellent tutorial. If my business is more B2C and the sales cycle is very brief (i.e. someone comes to a website, picks a product and enrolls for service) but I'd like to track the leads that don't complete the process vs. those that do (accounts), can you skip opportunities altogether? What do you lose?

[@XAUXIXIO]

Tks a Lot¡¡¡

[@rajuvadnala]

'Dynamics 365 is actually a power app' got me.

[@LisaCrosbie]

🤯

[@malikmahamoor7463]

Thanks for the video Lisa! We're looking to implement Dynamics 365 Sales CRM, and this has been really helpful. Two questions for you. The first is that we need a customized commission model for our sales team. Is this something we can build on power apps and integrate with CRM? The second is that we're looking to develop this inhouse (with some external consulting potentially). Just wanted to know your thoughts (we have inhouse data engineers and process analysts).

[@therealjohnshelburne]

THANK YOU for creating this video. For the new account creation. How do I get rid of fields like Fax Number? That field was relevant in 2002.

[@LisaCrosbie]

In the first section of the video where I show how to add new columns to a form, you’ll also see that I delete some. You can do that with any fields you no longer want. I always get rid of fax!

[@ctechera]

Lisa I need to split under Leads and Opportunities, B2B and B2C customers. How would you recommend to do? The funnel is very different from each. I also couldn't make work the sycing of Calls and Actions in Dynamics to my Outlook. They pop un in To Do's but it doesn't link the customer and the history behind it. Your help much appreciated

[@danielagarcia3109]

Lisa, thank you for sharing this. I’d like a tutorial for Dynamics 365 ERP

[@LisaCrosbie]

Thanks - it's not an area I'm into yet, sorry.

[@cepolly]

Thanks, Lisa. Great Video. Can you tell me why the sales insight setting might be missing from the Change Are section. We're trying to see the Sales Accelerator. Thank you again!

[@LisaCrosbie]

Do you have the Sales Enterprise or Sales Premium license, and a System Administrator role? This might also help learn.microsoft.com/en-us/dynamics365/sales/intro-admin-guide-sales-insights

[@katecat6582]

Hi Lisa, Thanks for your explanation, it's really easy to follow. But i'm still having trouble about it since i'm just new to the system. I want to ask you about what D365 Sales Professionals can do. So far, i can only input the data such as Activity, Leads, and Opportunities. Other than that, i don't know anything else i can do with the system because the feature is limited. Is there any way to make a forecast on D365 or make Sales Accelerator appear in the system for Sales Professionals license? Thanks in advance

[@LisaCrosbie]

Forecasting and sales accelerator are not available in Sales Professional.

[@juliahide987]

Hi Lisa - love this video, but do you have a video, or can help me with uploading about 900 company accts onto a dynamics excel spreadsheet template, rather than having to type in each acct separately. Is there a specific tool needed for this? All the tutorials already start with the spreadsheet filled in and I need the step before that!! Hope you can help. Thanks Julia

[@user-zb1ke5di9t]

Thank you, Lisa. Is it possible to create lead or opportunities with Viva Sales in Outlook? Or just track e-mail on existing ones? Thank you so much for your answer!

[@LisaCrosbie]

Yes, you can now add any table into Viva Sales (Opportunities were already there but you can add Leads as well) - details here techcommunity.microsoft.com/t5/viva-sales-blog/what-s-new-in-viva-sales-may-2023/ba-p/3822886

[@martindullemond393]

Great video Lisa. Any plans on doing a video about the collateral section of Dynamics 365 Sales? Greetings from The Netherlands

[@LisaCrosbie]

Hi, and thanks. Collateral isn’t on my list for a video, it’s not something I see used much to be honest, sorry.

[@LaConyaMurray]

This a great video. I’m wondering how to have an opportunity added to the bpf if they weren’t a lead first? I have clients that need multiple services over time.

[@LisaCrosbie]

There is also an out of the box BPF just for opportunities. If you create a new opportunity without starting with a lead you’ll see it. Many organisations don’t use the leads part, you don’t have to

[@LaConyaMurray]

@@LisaCrosbie I'm going to look into this today. Thanks!

[@vasanthkali05]

Hi Lisa, thanks for this tutorial. Will you be coaching or teaches Dynamics 365 as batches? or let me know to whom I should approach for complete training.

[@LisaCrosbie]

Thanks so much. I have a full time job in consulting so I don’t run coaching or training but I am planning to add more videos here to cover more of Dynamics 365 Sales

[@CH_Katri]

Hi Lisa - you mentioned very quickly customer service in this video. Does MS 365 Dynamics also have an own customer support app like the sales is? Or would a Customer Support need to be engaged with an external Software? Thanks for your answer PS. Your explanation videos are gorgeous 🎉

[@LisaCrosbie]

Yes, there is a whole other Customer Service app as well as omnichannel and digital contact centre capabilities. I haven’t yet had a chance to make those videos but if you search Dynamics 365 Customer Service you’ll find it.

[@CH_Katri]

Thanks- I will definitely lookout for it

[@tinyshedlife]

I'm new to Microsoft Outlook. Do you prefer using the online version or the desktop app? Especially if we are looking to integrate more features for CRM etc.

[@LisaCrosbie]

I actually prefer (and use) the online version, I like the UI much better.

[@kindumelese4335]

Thank you for sharing this lesson but how to pull up the modern Deriven app to Dynamics 365? Since once develop everything on Model derive /on Solitions then we use on Dymics 365 or is there any way of developing the dynamics 365 from scratch instead of using built-in templates Thank you

[@LisaCrosbie]

there is no way to bring your model driven app solution in on top of the Dynamics 365 app, but you can use the same skills to configure dynamics 365 to add tables, configure the forms and views and business process flows as you need.

[@guidodesalvo444]

Hi! Great video. This CRM came with the standart 365 license?

[@LisaCrosbie]

It’s not part of the Microsoft 365 license, you need licenses for Dynamics 365 Sales

[@dm5791]

yes please do configurations

[@LisaCrosbie]

Coming up next week (I hope), i just need to get through editing it.

[@dm5791]

​@@LisaCrosbie can you do a tutorial on dynamics 365 sales connecting it with power automate to create flows, and power apps (creating custom visuals for the dashboard)

[@Estee_Space]

Can you please do tutorial on how to customise and configure the sales module for those who are starting their journey as D365 CE consultants? Thanks for the video

[@LisaCrosbie]

Thanks, good to hear that would be worth doing, I'll work on it soon.

[@Estee_Space]

@@LisaCrosbie thank you. I am a D365 CE project manager and wants to transition to be a consultant and I know there a a lot of other people who wants to start this journey but will need some one like you to guide us. It will be appreciated so much. Thank you.

[@rightpricerealestategroup2227]

In the example you gave on Alex helping discuss the proposal, is there a way to integrate each persons calendar to schedule a time rather than chatting a time back and forth (Bookings or some type of auto suggest from available times for both people)

[@LisaCrosbie]

The best and simplest solution I’ve found for that is an outlook add in (free) called FindTime

[@rightpricerealestategroup2227]

@@LisaCrosbie thank you.

[@saikumarramagiri7463]

Great job Lisa crosbie Please explain it Can we create opportunities without creating an account or contact in the sale module

[@LisaCrosbie]

Yes, you can create an opportunity without any contact or account attached.

[@saikumarramagiri7463]

@@LisaCrosbie first of all TQ u for your reply and nice to meet you 😍 can you please explain Steps to do it

[@JessyHoule]

I would be curious to hear your Outlook integration thoughts on Viva Sales (as you were using) verses Dynamics 365 Outlook App verses Microsoft Sales Copilot.. sometimes it's just branding, other times one has benefits over others, and sometimes there are overlapping features. Have you used the others? And.. thank you for the great video Lisa!

[@LisaCrosbie]

Viva Sales was rebranded Sales Copilot, so there is no comparison or choice to make there. I'm recommending Sales Copilot now over the Dynamics 365 Outlook App, for anyone who has Dynamics 365 Sales Enterprise or Premium, it's included. I'll do a video on this - it's pretty close to parity, but Sales Copilot adds a much nicer UI and generative AI features (writing emails for you, summarising meetings) that you don't get with the D365 Outlook App.

[@carldoebel4122]

do you have a tutorial on importing data into dynamics 365

[@admissionsaaron]

This is helpful. Question for you. As a company, we do M&A work. The first "sale" is to have them choose us to work with them on a merger. Let's say it's 3 companies. Is it possible for an opportunity to be tied to 3 accounts and then have all communication linked within that opportunity?

[@LisaCrosbie]

Out of the box an opportunity is connected with one "Potential Customer" - I'd suggest that would be the organisation that chooses you to do the M&A work. You can then configure it to add the other companies involved in the merger, either as connections or as additional lookups. Yes, you can then track all correspondence against that opportunity.

[@three3thou]

Lisa please may you do a cost comparison, like for like between hubspot sales CRM and dynamics sales?

[@LisaCrosbie]

I'll have a look at it, thanks for the suggestion.

[@ambergallagher-schranz8535]

Hi Lisa, just started learning about Dynamics 365. Im used to Pardot and Hubspot. Right now I have a trial for Marketing but it seems as though I also would need sales hub to really make the marketing widget make sense. Is that correct?

[@LisaCrosbie]

You need to have your customer data in the data tables in Dynamics 365 to make it work. You don't necessarily need Sales Hub for the marketing application (although using them in combination is way more value than using Marketing standalone because they are built to be fully integrated). If you use marketing standalone, you have the contact and account tables as part of that application. I never recommend using D365 Marketing with another CRM though, so much of the benefit is in the complete single platform.

[@LCH974]

Hello Lisa, Thank you for sharing this tuto. I have got an issue when adding columns to my accounts/contacts. I add for example a column "Category". It become visible in the list but I want to add data for these categories, it's not visible after clicking on the account/contact. As a result I have several new empty useless columns. Anyone with the same issue ?

[@LisaCrosbie]

Is category a choice column, do you want it to have drop down options? Did you set those up when you created it?

[@AbdullahShehata13]

Thanks Lisa , any chance content about "Project Operations" ? and waiting for Microsoft Dynamics 365 Marketing (CRM): Tutorial for Beginners

[@LisaCrosbie]

Dynamics 365 Marketing tutorial is definitely on my list, but I don't work with Project Operations, so don't wait for that one here, sorry!

[@AbdullahShehata13]

@@LisaCrosbie Thank you ♥️

[@SmartLearningAI]

Would you mind listing the Tables used and mention which are included in Dataverse and which are custom? Thanks. I see Accounts and Contacts, but what are the ones for Leads etc.

[@LisaCrosbie]

These are all tables in Dataverse when you purchase Dynamics 365 Sales. If you work with Dataverse building your own Power Apps you’ll have account, contact, and the activity tables but none of the rest of what you get here with the full first party app

[@Rocketrooster177]

How do you integrate what products or services the Client is interested in, or currently uses, potential volumes and prices, how then do you link these to product managers, quotes, budgets etc..

[@LisaCrosbie]

There are out of the box tables in Dynamics 365 for products, price lists, price list items, and opportunity product line items that allow you to track all this. Then you can generate a quote / order / invoice from there. Just not shown here, because I'm covering the parts most used.

[@juliahide987]

Sorry Lisa I forgot to mention that I would be uploading from our LinkedIn company acct.

[@nwankwoisabella4961]

Thank you for your share. please how can i create a table in power apps and have it in my sales hub site map?

[@nwankwoisabella4961]

Customization and configuration?

[@LisaCrosbie]

Once you have created your table in dataverse, here's how you can add it to your sitemap: kzbin.info/www/bejne/m2ObgZScoKd1jc0

[@QaisNL]

Dear Lisa, would you please make a video course about Dynamics SRM Sales for advanced users. Thank you.

[@LisaCrosbie]

Sure. Did you have any particular areas in mind you would call Advanced?

[@QaisNL]

Hi Lisa) hi Lisa, thank you for your response ) I would like to see following areas in course( Creat and manage Quote, Product,Product Catalog,Integreation with External Sales App, Configure Sales Visualization, Configure Sales Settings… 😊😊 THANKS IN ADVANCE😊

[@t5glachy454]

Hi Lisa, can Dynamics CRM be used without having Dynamics ERP?

[@LisaCrosbie]

Yes, they are completely separate licenses and products

[@silenakirkconnell-kawana7938]

Hi Lisa, when I create an appointment or task in Dynamics it doesn't link to my Outlook. What am I missing?

[@LisaCrosbie]

Your admin will need to have done some settings for this to work - setting up the synchronisation and mailbox settings, so perhaps check if that has been done.

[@sushman7748]

how to get the report generated for day to day sales order created

[@tomr9969]

GOLD ⭐⭐⭐⭐⭐⭐⭐⭐⭐⭐⭐⭐⭐⭐⭐⭐⭐⭐⭐⭐⭐⭐⭐⭐

[@richhepworth7035]

Is this Dynamics 365 Sales Professional, Enterprise or Premium? Sorry if I've missed this in the video

[@LisaCrosbie]

This is Enterprise (or Premium)

[@MasonMonarchs2023-lo8fh]

I don't have the "primary contact" field. How do I edit as an admin what's on that page?

[@LisaCrosbie]

Here's my tutorial on how to configure Dynamics 365 - I don't have that specific example but I show how to add fields to a form so the concept is the same. Primary Contact is an out of the box field on the Account table (you don't need to create it, just find it and drag and drop it on to your form). kzbin.info/www/bejne/eaPPqaGirbudgK8

[@SmartLearningAI]

Is there a way for learning/developers to explore this app without payment?

[@LisaCrosbie]

Yes, just go to trials.dynamics.com and you can get a free 30 day trial to learn.

[@v75tan]

How is Dynamics 365 relate with Power platform ?

[@LisaCrosbie]

Dynamics 365 Sales, Marketing, Customer Service and Field Service (the Customer Engagement apps) are all built on Dataverse. They are first party (Microsoft) very sophisticated model-driven Power Apps. Essentially it's all Power Platform underneath these Dynamics 365 apps and you use Power Platform tools to extend and configure them.

[@manuelguzmanjr6622]

How can I have access to this Sales Hub Lisa?

[@LisaCrosbie]

You can sign up for a trial at trials.dynamics.com

[@johnbrennan8442]

Hi do users need a premium licence to use this app please ?

[@LisaCrosbie]

Yes, users need a Dynamics 365 Sales license.

[@johnbrennan8442]

@@LisaCrosbie users ? So if there are 10k customers they all need that licence . What is the price of that please ?

[@LisaCrosbie]

if you actually have 10k users who all need to use the CRM, then you will have a Microsoft account executive and you should speak to them about an enterprise agreement at that scale.

[@johnbrennan8442]

@@LisaCrosbie Thank you Lisa appreciate all your videos

[@gargi3kaushik]

Can someone help me with approvals ??

[@LisaCrosbie]

This is my tutorial on how to trigger an approval if this helps kzbin.info/www/bejne/h2HHYoZ9jqamm6s

[@cttpa]

Team model driven? 🤔

[@LisaCrosbie]

I'm team model-drivel all the way - Dynamics 365 is a (sophisticated) model driven app.

[@cttpa]

@@LisaCrosbie thanks for your answer !

[@user-pj1os6kh6c]

I don't have the relationship analytics tab you showed @12:44 under Accounts. Any idea why? kzbin.info/www/bejne/aX3JpGicdshkmLc And... your videos are amazing. So clear and you are so positive! Thank you!

[@swatikorade4606]

Can you please make one video on canvas app in deep

[@LisaCrosbie]

On my list, thanks for the suggestion

[@arkotrainingltd5635]

Its for beginners but you just sign in... I sign in and its not showing so not beginner friendly if they dont know were to get things from

[@LisaCrosbie]

What are you signing in to? I’m assuming this is for beginners who have a license. If you don’t then you can get a free trial at: trials.dynamics.com

[@Pathan19]

why u r using trial version ? teach us in full version if we got selected then what will we do in full version. in full version there are lots of things.

[@LisaCrosbie]

I haven’t offered everything that’s possible, but everything that is available in the full version is available in the one I’m using. What do you see missing?

[@Pathan19]

@@LisaCrosbie prepayments, 3 types of discounts are there, blanket order and many more things

[@LisaCrosbie]

This video is just focused on Dynamics 365 Sales, those things you mention aren’t part of the Sales app. There are over 20 different Dynamics apps now, sounds like you’re talking about something from Business Central or Finance which are different apps I haven’t covered.

[@angelangel-eh8nn]

Useful tutorial but for beginners it's difficult to catch up as you speak too fast!

[@LisaCrosbie]

Sorry to hear that, I do try to find the right balance - does it help to change the replay settings to a slower speed?

[@JessyHoule]

Thanks!

[@LisaCrosbie]

Thank you so much, really appreciate that