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Home / Business & Management / Business Technology / Dynamics 365: Customer Engagement for Sales / Introduction to Playbooks

Introduction to Playbooks

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16.7
In this module, we will look at playbooks. How they used, the components that make up a playbook, and why you could use them. A playbook is a set of rules or suggestions that are considered to be suitable for a particular activity or process. A playbook is based on two elements– a playbook category and the playbook templates. We will look at these in more detail shortly. Think of a playbook is a set of activities that are followed in a timely manner that will result in consistent outcomes. For example, if your company has found that there is a successful pattern in collecting overdue accounts, you could turn this pattern of activities into a playbook.
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And then any staff member that works and collecting overdue accounts could follow the playbook for the best practise where your company is defined to collect the payment. Another example may be the way you engage with the type of lead that comes in via your website. If your website was directly connected to your Dynamics 365 for Sales and you had a form on your site for people to express interest in a first-time mortgage, you may have a qualifying process to validate if the individual was ready to progress to a potential opportunity. Let’s say you had to find the best practise and specify the activities for this as follows.
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Number one, call the potential lead and find out how urgent their need is. Two, send information pack with details about their offer. Three, set up a meeting to see that they meet the minimum criteria to get the first-time mortgage. And four, if they meet the criteria, the lead should be converted to an opportunity. You can create categories to classify playbooks. For example, categories could be overdue payment or lead qualification for a first-time purchaser. There are only two fields available, the name and the description. Once these are filled out, you need to activate the category. So they can be used by playbook templates. To make changes to a playbook category, you can deactivate the record, make changes, and then reactivate it.
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You need to have the Playbook Manager role to create and edit playbook categories. Playbooks provide users with guidance on reoccurring tasks in which consistent actions are expected. Playbooks can also contain best practise based on practises that have worked in similar situations. You need to have the Playbook Manager role to create and edit playbook templates. Note, the areas that make up the playbook template, you can create a new playbook template, revise, and activate the template. Fill the information about the template, including Select the Playbook category. The name will autofill with the category, but you can change it.
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Decide if you want to track all activities on the playbook or directly in the timeline with a record that the playbook is applied to. For example, if this is applied to an opportunity and you selected not to track all the activities, it will be applied to the opportunity timeline rather than the playbook timeline. You will choose the record that the playbook could be used on. The playbook capability is currently only enabled on the lead, quote, opportunity order, and voice record types. Playbook activities are the activities that are assigned that you will create based on your organisation’s best practise. You can create them manually or import them in bulk from a spreadsheet.
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You can also add notes to the timeline if needed. When a playbook is launched, its related activities are created and associated with the record the playbook is launched from, also called the calling record. You must complete these activities to ensure every event is dealt with consistently. If the playbook template used Track Progress field set to Yes, the activities are created under the playbook record under the calling record. If the Track Progress field is set to No, the activities are created directly under the calling record.

A Playbook is a set of rules or suggestions that are considered to be suitable for a particular activity, or process.

A Playbook is based on two elements, a Playbook Category, and the Playbook Templates.

A Playbook is a set of activities that are followed in a timely manner will result in consistent outcomes.

For example, if your company has found that there is a successful pattern in collecting overdue accounts, you could turn this pattern of activities into a Playbook, and then any staff member that works in collecting overdue accounts could follow the Playbook for the best practice, way your company has defined to collect the payment.

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This content is taken from
CloudSwyft Global Systems, Inc. online course,

Dynamics 365: Customer Engagement for Sales

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Another example, maybe the way you engage with the type of lead that comes in via your website. If your website was directly connected to your Dynamics 365 for Sales, and you had a form on your site for people to express interests in a first-time mortgage, you may have a qualifying process to validate if the individual is ready to regress to a potential opportunity.

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This content is taken from CloudSwyft Global Systems, Inc. online course
Dynamics 365: Customer Engagement for Sales
View Course
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