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Microsoft Dynamics CRM 2011 : Closing an Opportunity & Reopening an Opportunity

7/5/2011 4:24:49 PM

1. Closing an Opportunity

After you work with a prospect or customer to determine whether he or she wants to purchase from your organization, you close the opportunity record to indicate what the customer decided. Closing an opportunity does not delete the record; Microsoft Dynamics CRM just deactivates the record and updates its status so that it no longer appears in the active opportunities list. A won opportunity is one in which the customer decided to purchase from you, and a lost opportunity is one in which there was no purchase.



A lost opportunity does not necessarily mean that the customer purchased from someone else. You might close the opportunity as lost if the customer canceled the purchase decision or put it on indefinite hold. As with lead disqualification, your administrator can customize the reasons for marking an opportunity as lost so that you can report this type of data. Furthermore, if you lost the opportunity to a competitor, you can record which competitor you lost to for reporting and analysis.


Tip:

As with all records in Microsoft Dynamics CRM, the software automatically logs date and time stamps for changes to the opportunity record. If you ever need to find out when someone closed an opportunity, you can access this information by navigating to the audit history located in the entity navigation pane and then filtering on the Status field.


In this exercise, you will close an opportunity as won.


Note:

SET UP Use the Internet Explorer web browser to navigate to your Microsoft Dynamics CRM website, if necessary, before beginning this exercise.


  1. Open the Sonoma Partners Sample Opportunity record.

  2. On the ribbon, click the Close as Won button.

    The Close Opportunity dialog box appears, with a default status value of Won. Microsoft Dynamics CRM automatically populates the Actual Revenue field with the value from the Est. Revenue field from the opportunity. It also uses today’s date as the close date by default.

  3. Click OK. Microsoft Dynamics CRM closes the opportunity and updates its status as Won.


Tip:

To close an opportunity as lost, you would follow a similar procedure but would start the process by clicking the Close As Lost button on the ribbon.

2. Reopening an Opportunity

The previous section mentioned that you could close an opportunity as lost if the customer delays the purchase decision. If you later find out that the customer would like to reopen discussions about the potential sale, you do not need to create a new opportunity record. Instead, you can reopen the closed opportunity and use that record to continue tracking the sale. When you reopen a closed opportunity, you can access all of the previously created activity history and notes attached to the opportunity.

In this exercise, you will reopen a closed opportunity.


Note:

SET UP Use the Internet Explorer web browser to navigate to your Microsoft Dynamics CRM website, if necessary, before beginning this exercise. You need the Sonoma Partners Sample Opportunity record you closed in the previous exercise.


  1. Navigate to the Opportunities view.

  2. Click the View list and select Closed Opportunities.

  3. Find the Sonoma Partners Sample Opportunity record and double-click it to open the record.



    Notice that all of the fields in the opportunity are unavailable; you cannot edit any of the values.

  4. On the ribbon, click the Reopen Opportunity button.

    Microsoft Dynamics CRM prompts you with a dialog box to confirm that you want to reopen the opportunity.

  5. Click OK.

    Microsoft Dynamics CRM reopens the opportunity record so that you can edit its data fields and continue working with the record.

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