Trade is built on relationships, and relationships are built on trust, persistence, and a well-managed pipeline. For the Waterdeep Trading Company, selling is a two-part discipline: nurturing customer relationships from the first spark of interest through to a signed contract, and then fulfilling those commitments with accurate orders, fair pricing, and reliable delivery. This volume brings together the customer engagement lifecycle and the order-to-cash process into a single, integrated sales framework.

Sales and CRM unites the two guides that govern how the Waterdeep Trading Company wins and serves its customers in Dynamics 365. Sales Management provides the CRM tools that track leads, opportunities, campaigns, and cases, while Sales Order Management delivers the operational engine that turns customer demand into confirmed orders, shipped goods, and posted invoices. Greta Ironfist expects every merchant relationship, every sales lead, and every order to be managed with the same rigor as a guild charter. These guides deliver on that expectation.

What This Volume Covers

Configuring Sales Management spans the complete customer engagement lifecycle. Sales management controls, activity tracking, case management, contacts, prospects, leads, opportunities, campaigns, telemarketing, and questionnaires ensure that every relationship is nurtured, every opportunity is tracked, and every campaign is executed with precision.

Configuring Sales Order Management governs the operational heart of the order-to-cash cycle. Sales order controls, sales categories, the full order lifecycle, pricing, discounts, charges, item lists, returns, and holds ensure that every order is accurate, every price is fair, and every shipment is tracked from warehouse to customer.

Reading Order

Sales Management comes first because CRM activities generate the pipeline that feeds order creation. Prospects become customers, leads become opportunities, and opportunities become sales orders. Sales Order Management follows because it fulfills the demand that the CRM pipeline generates, taking customer commitments through confirmation, picking, shipping, and invoicing.

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