Trade is built on relationships, and the Waterdeep Trading Company's success depends on its ability to find new customers, nurture partnerships, and manage every interaction across the marketplaces of Faerûn. The Sales Management module in Dynamics 365 Sales is where those relationships are formalized, tracked, and grown, from the first spark of interest to the signing of a lucrative guild contract.

Sales Management spans the complete customer engagement lifecycle. It provides the controls and parameters that govern the sales process, the activity tracking that keeps teams organized, the case management tools that resolve customer issues, and the contact, prospect, lead, and opportunity records that drive the pipeline. It also supports marketing campaigns, telemarketing efforts, and structured questionnaires for gathering customer feedback. Greta Ironfist expects every merchant relationship, every sales lead, and every promotional initiative to be documented and managed with the same rigor as a guild charter. These labs ensure that the company's sales operations are as structured and reliable as its financial books.

What You Will Learn in This Guide

Sales Management Controls:  Configure the responsibilities, parameters, and foundational settings that govern how accounts are managed, opportunities are tracked, and the sales pipeline operates.

Activities:  Track the tasks, appointments, and interactions that sales teams perform as part of the customer engagement process, organized by activity type, priority, and category.

Cases:  Manage customer issues, complaints, and service requests through structured case categories, stages, and resolution processes.

Contacts:  Maintain records of the individual people within customer and prospect organizations who make purchasing decisions.

Prospects:  Track potential customers who have not yet been converted to active accounts, including relationship types, qualifications, and conversion status.

Leads:  Capture initial sales interest before qualification into opportunities, using lead types, stages, and scoring to prioritize sales efforts.

Opportunities:  Manage qualified sales prospects with estimated revenue, probability, and expected close dates to drive the sales pipeline and forecasting.

Campaigns:  Organize marketing efforts targeting specific customer segments through campaign groups, types, and coordinated promotional activities.

Telemarketing:  Support outbound call campaigns targeting customer lists with reason codes, call scripts, and campaign integration.

Questionnaires:  Capture structured feedback from customers and prospects using question types, answer groups, and scheduling for systematic data collection.

By completing these labs, we will have established a comprehensive sales management framework for the Waterdeep Trading Company, ensuring that every customer relationship is nurtured, every opportunity is tracked, and every campaign is executed with the precision that sustains trade across the Realms.