sales module in dynamics 365


Microsoft Dynamics CRM is a part of business software. It is customer service management software that assists organizations in managing their client database, generating new leads, engaging with customers, and resolving customer support concerns. In this blog, I am going to discuss the Functional Modules of Microsoft Dynamics CRM. If you want to learn more about the dynamics CRM then join Microsoft Dynamics CRM Training in Chennai with certification and placement support for your career enhancement. The following functional modules form the foundation of Microsoft Dynamics CRM.

  • Sales
  • Marketing
  • Management of Services

Work Areas are the common name for these functional units.

Understanding CRM Functional Modules:

The CRM program is functionally split for several categories of users and teams. As a result, if a business uses CRM to manage its processes, users from the Sales team would use the Sales module’s functionalities, while users from the Marketing team would use the Marketing module’s functionalities.

All three functional modules work together to drive the whole lifecycle of acquiring new customers (Marketing), selling them services (Sales) and keeping existing customers (Maintenance) (Service Management).

Consider a bank that sells credit cards to its customers to better comprehend this movement. The following is a typical lifecycle for selling a credit card to a customer. You’ll see how the Sales, Marketing, and Service modules accomplish their functions at each stage of the lifecycle. Microsoft Dynamics Training in Chennai provides you the best training to learn Dynamics CRM with certification and placement support for your career enhancement.

Sales and Marketing:

The bank’s call center office executive receives data from potential clients, which is referred to as Leads in CRM. Marketing efforts, sales drives, referrals, and other methods are used to capture these leads in the CRM system.


The call center executive connects with these Leads by phone calls, emails, and other means. The Lead record will be transformed into an Opportunity record if the customer is interested in the credit card offer.


After a consumer joins the system, the company will assist him or her with payments, bills, refunds, and other issues. Customers will call the call center and raise incidents whenever they have questions or complaints. With the goal of providing great service to the customer, the executive will follow up to resolve the problem. CRM Service Management encompasses these responsibilities.

Sales Module in Dynamics 365:

CRM’s Sales module is meant to manage a new customer’s wholesale lifecycle. The following sub-modules make up the Sales module:

Leads: Leads are individuals or organizations who have the potential to become future customers of the company. This is the initial step in adding a potential customer to your database.

Opportunities: A possible sale to the consumer is represented by an opportunity. A Lead becomes an Opportunity after it expresses interest in the offering. Either you win or you lose an opportunity.


Represents a business with which the organization is affiliated. If an Opportunity is successful, it is transformed into an Account or Contact.


Contacts identify a person or any other individual with whom the organization has contact. The majority of these contacts are the organizations’ clients (e.g. all credit card customers of a bank). If an Opportunity is successful, it is transformed into an Account or Contact.

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Marketing Module in Dynamics 365:

CRM’s Marketing module is meant to manage an organization’s whole marketing process for existing and new clients. The following sub-modules make up the Marketing module:

Marketing List:

Provides a way to organize your Contacts, Accounts, and Leads and communicate with them via promotional emails, event details, newsletters, and other pertinent updates. To develop your marketing lists, you can define the criteria (for Example, contacts aged between 25 and 35).


Campaigns are intended to monitor effectiveness and achieve a certain goal, such as introducing a new product or gaining market share, and may use a variety of communication channels, including email, newspaper ads, YouTube commercials, and so on.

All of the marketing modules listed above function closely with the sales module.

Service Management Module:

CRM’s Service Management module is designed to focus, manage, and measure an organization’s customer service operations, such as supporting incident-based services, helping clients through service scheduling, and so on.

The following sub-modules are covered under the Service Management module:

  • Cases (Incidents) support the tracking of client requests, issues, and complaints through incidents/cases. A case goes through several stages of the issue resolution process before being settled and closed.

  • The Knowledge Base serves as a central repository for all of the frequently asked questions and answers.

  • Contracts connect with Cases to show all of the customer’s active contracts.

  • People, tools, rooms, or pieces of equipment used to deliver a service are represented by resources/resource groups. These resources can be used to help a customer with a specific problem.

Read this blog, What is Microsoft Dynamics CRM and Why CRM Microsoft Dynamics 365 and get basic information about Dynamics CRM.


We learned about the three key CRM modules in this Blog: sales, marketing, and service management. If you want to learn more about Microsoft Dynamics CRM then join FITA Academy because it provides you with training from real-time working professionals with certification and placement support for your career enhancement.

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