Wednesday, September 19, 2018
Configuring Sales & Marketing Within Dynamics AX 2012

If you are interested in seeing how you can set up the Sales and Marketing area of Dynamics AX to turn it into your very own integrated XRM system, then you are in luck - I have just released volume #14 or my Dynamics AX 2012 Barebones Configuration Guides series which focuses on configuring the Sales And Marketing area within Dynamics AX which gives you a general overview and step by step instructions to set up most of its features and functions.



Before we start tracking Activities, creating Prospects, Leads and Opportunities, and using any of the other cool features that are available within the Sales and Marketing area of Dynamics AX, you will want to configure some of the Sales Management features so that you can track and report of everything that you will be doing.  The Sales Management functions include the definition of your Sales Units, the configuration of Transaction Logging and also the configuration of the Statistic tracking so that you can track all of the queries based around the Sales and Management functions.

In this chapter we will show you how to configure the Sales Management features within the Sales and Marketing area.

Chapter Topics

  • Configuring Sales Units
  • Assigning Employees to Sales Units
  • Defining Responsibilities
  • Assigning Responsibilities to Sales Units
  • Configuring Default Sales Queries
  • Configuring The Default Management Statistics
  • Configuring Transaction Logging


Activities are used within Dynamics AX to track interactions that you have had, are having, and will have in the future, and you can use them almost everywhere within Dynamics AX where a customer, or vendor show up in the system.  Before we start using Activities though there is a little bit of data that needs to be configures within Dynamics AX.

In the following chapter we will show how to configure and use Activities within Dynamics AX.

Chapter Topics

  • Defining Activity Types
  • Defining Activity Phases
  • Defining Activity Plans
  • Configuring Activity Defaults
  • Recording Activities Against Customers


If you want to step up your game a little more than just tracking Activities, then you may want to configure the Case Management features within the Sales and Marketing area.  Cases allow you to record issues and incidents within Dynamics AX, that can be associated with multiple elements such as Customers, Prospects, Products, Vendors etc., and that you can also track multiple activities against.  In addition to that, you can create standard process flows for managing the lifecycle of the cases, and even associate workflows with the case management process.

In this chapter we will show how you can configure the Case Management to track account issues.

Chapter Topics

  • Defining Your Standard Case Categories
  • Configuring Default Case Processes
  • Loading Knowledge Articles
  • Associating Knowledge Articles With Case Categories
  • Creating Cases For Customers
  • Creating Activities Against Cases
  • Using Knowledge Articles in Cases


One of the strengths of Dynamics AX is that it has in-built Contact Management in addition to the ability to track Customers and Vendors as people or organizations.  This adds another layer of information that you can track against people because you are able to record all of their personal information without having to record it against the parent records.  You can record their personal contact preferences, track activities and interactions against them, and also if they move from one organization to another, all of their history will move with them as well.

In this chapter we will show how you can configure the Contact Management within Dynamics AX and start using it.

Chapter Topics

  • Define Contact Person Titles
  • Defining Function of Persons
  • Creating Contacts
  • Creating Contacts From Customer Accounts
  • Viewing All Contacts For A Customer
  • Marking Contacts To Synchronize With Outlook
  • Linking To Outlook For Synchronization
  • Synchronizing Contacts With Outlook


The Sales and Marketing module within Dynamics AX does a lot more than just track the customers and contacts.  You can also configure it to track prospective customers as well by configuring the prospect management features.  By using Prospects, you can reduce the clutter within the customer master because you can track all of the information about the prospect separately, and then only convert them to a customer when you are about to do business with them.  The added benefit of this is that all of the history around the prospect transfers over to the customer record, so you never loose track of anything that you did with them.

Additionally, you can use the Prospect management to track other people or organizations that you may be in contact with such as third parties to customers, and social media contacts, because they cam just be different types of prospect relations within the system.  That means that you can track activities against them even if they are never going to become a customer.

In this chapter we will show how you can configure the Prospect Management within Dynamics AX to get even more out of the system.

Chapter Topics

  • Defining Prospect Relation Types
  • Defining Prospect Segmentation
  • Defining Prospect Statuses
  • Defining Sales Districts    
  • Creating New Prospects
  • Creating Contacts for Prospects
  • Converting a Prospect Into a Customer


Once you are tracking Prospects within Dynamics AX, the next area that you should look at configuring is the Opportunity Management.  This will allow you to create Opportunity records, track the Competition and also create Quotations that you can then convert automatically into Sales Orders without having to rekey in any additional information.

In this chapter we will show how you can easily configure the Opportunity Management features of Dynamics AX.

Chapter Topics

  • Defining Opportunity Phases
  • Defining Opportunity Probability
  • Defining Opportunity Prognosis
  • Defining Opportunity Reasons
  • Configuring Sales Processes For Opportunities
  • Assigning Default Activities to Sales Processes
  • Specifying Exit Criteria For Sales Process Stages
  • Creating Opportunities From Prospect Records
  • Updating Sales Process Stages
  • Defining Competitors
  • Tracking Competitors Against Opportunities
  • Creating Quotations For Opportunities
  • Converting A Quotation Into A Sales Order
  • Creating Collaboration Workspaces For Opportunities


If you are marketing through lists, or if you are feeding Sales and Marketing through a Lead Acquisition tool, then you will probably want to take advantage of the Lead Management functionality in Dynamics AX.  This allows you to create or import Leads and then pre-qualify them before they become Opportunities. They also have an added benefit that they create corresponding Prospect records automatically which you can update as the Lead is being qualified.

In this chapter we will show how you can configure and use the Lead Management functions within Dynamics AX.

Chapter Topics

  • Defining Lead Types
  • Defining Lead Priorities
  • Defining Lead Ratings
  • Configuring Lead Qualification Processes
  • Creating New Leads
  • Creating An Opportunity From A Lead


Once you have a base of contacts within Dynamics AX you will probably want to create Campaigns around them for Sales and Marketing promotions.  Dynamics AX manages this within the Campaigns area, allowing you to create new Campaigns managed through predefined Sales Processes, create target accounts to be associated with the campaigns, and then send e-mails out to the contacts publicizing the Campaigns.

In this chapter we will show how to configure and use the Campaigns functionality within Dynamics AX.

Chapter Topics

  • Defining Campaign Groups
  • Defining Campaign Types
  • Defining E-mail Categories
  • Configuring Campaign Processes
  • Copying Stages And Activities From Other Campaign Processes
  • Configuring Campaign Parameters
  • Configuring The System Archive Directory
  • Creating New Campaigns
  • Selecting Target Contacts For Campaigns
  • Creating E-mail Groups From Campaigns
  • Sending E-mail Distributions From A Campaign


The Telemarketing functions within the Sales and Marketing area of Dynamics AX allow you to manage then generation and distribution of call lists between users, and also gives you mechanisms like Questionnaires to help guide the information gathering process during the process.

In this chapter we will show how you can configure and use the Telemarketing functions within Dynamics AX.

Chapter Topics

  • Defining Telemarketing Cancellation Reason Codes
  • Creating A New Call List
  • Creating A Call List From An Existing Campaigns
  • Distributing Call List Targets To Responsible Employees
  • Viewing A Users Current Call List Distribution Accounts
  • Creating Opportunities from Call Distribution Lists


Dynamics AX has a feature called Questionnaires which allows you to create your own questionnaire formats, with as many questions, and different types of answers that you may want.  This feature is integrated into the Call Lists giving you a great way to create guided Call List Scripts for the Telemarketers and as a side effect, all of the responses that are recorded during the Call List processing is recorded so that you can create analysis are reports after they have been completed.

In this chapter we will show how you can configure Questionnaires and use them within the Call Lists.

Chapter Topics

  • Defining Question Types
  • Defining Answer Groups
  • Defining Valid Answer Group Answers
  • Configuring Questions
  • Defining Questionnaire Types
  • Configuring a Questionnaire
  • Assigning a Questionnaire to a Call List
  • Using Questionnaires While Processing Call Lists

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