Thursday, February 21, 2019
Using Playbooks in D365 for Sales
Posted by Chelsea Henkel
Introduced in the October 2018 release of Dynamics 365 for Sales, Playbooks gives you the ability to easily schedule a specific set of sales activities based on an event.
What are some real-world scenarios where this would useful? When a key decision maker leaves a customer’s organization in the middle of deal, for example, you can create a specific set of tasks to follow up with the organization and identify the new key decision maker. Or when a contract is up for renewal, you can schedule specific sales steps for the salesperson to follow.
Or say you receive a lead from a new potential customer. You can utilize a Playbook to schedule a set of activities to engage the prospect. And if an opportunity is placed on hold, you can schedule sales activities to keep the salesperson and customer engaged.
A playbook is comprised of:
- General information, including the regarding record (i.e. opportunity).
- Playbook template (if applicable). A template is useful when a set of sales activities is similar across multiple business use scenarios.
- Activities associated with the playbook.
- A timeline summary, including notes.
With the initial release, there are a few out-of-the-box functionality considerations. Playbooks are available on the following entities:
Only the related Playbook record is displayed on the regarding entity (i.e. Opportunity); to view all Playbook activities, a user drills into the Playbook first. By design, completing all activities doesn’t automatically complete the playbook. The user takes a separate action to complete it.
When creating a playbook template, the template is limited to the following activities:
- Phone Call
Note that all activity types can be created from the playbook record directly.
Workflows can be used to create a Playbook automatically based on specific record criteria, or a user can choose to apply a Playbook manually from a record’s command ribbon. One of the greater benefits of Playbooks is the simplification of workflow steps.
Rather than creating multiple activities under several workflow criteria steps, only one Playbook is created. The workflow references the Playbook and the Playbook record holds all associated activities. When a Playbook’s activities need to be modified, it’s modified from the Playbook record. Once saved, everywhere that Playbook is created in a workflow, it will reflect the latest changes for all new Playbook records moving forward.
Playbooks are available in the Sales Hub app and Sales app version 9.0.1810.4006 or later. Reach out to us if you’d like to learn more about how you can leverage Playbooks to benefit your organization.
Playbook on an Order
Playbook in Workflow
Before (no Playbook)
After (with Playbook)
Chelsea is a Senior Consultant on Armanino’s Dynamics 365 CRM team. She originally started her career in marketing, and before joining Armanino in 2016, spent three years as a CRM system administrator.