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Introduction to Managing Customers


In the previous activity, we explored configuring Sales in Dynamics 365. We learned how to configure settings, how to install updates and what customisation options we have at our disposal. In this learning step, we will explore managing customers in Dynamics 365 for Sales.

Account and contact records store much of the information that you and your teams collect from your customers.

You store data about companies you do business with and accounts. Similar to Microsoft Office, Outlook, or other email programs you store data about the people you know and work with and contexts.

Usually, an account has more than one contact associated with it, especially when you’re working with large companies with many departments or locations. You can deal with several people to manage the account.

If you work mostly with other companies, you’ll probably want to use accounts to keep track of them. You track details about your business dealings to include activities, stakeholders, decision-makers and also track things such as open service cases or pending sales opportunities.

An account typically represents a company or an organisation. It could be thought of as a vendor, business partner, organisation, distributor, or even a reseller.

Keep in mind that some organisations may use the account record to represent a family unit, for example, the Smith family could then have various members of the family edit as context to the account.

Context is used to store data and activities associated with the individual person. An organisation using accounts within Microsoft Dynamics 365, might decide to associate with one or more contexts with an account.

Join the discussion

Can you think of customer families that you would need to create in your own real-world business context?

Use the discussion section below and let us know your thoughts. Try to respond to at least one other post and once you’re happy with your contribution, click the Mark as complete button to check the step off, then you can move to the next step, using leads.

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Dynamics 365: Customer Engagement for Sales

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