📖 Lead Management User Guide

Complete guide for sales teams using the Lead Management extension

Table of Contents

  1. Getting Started
  2. Creating Leads
  3. Working with Leads
  4. Lead Scoring
  5. Lead Assignment
  6. Team Collaboration
  7. Converting to Opportunities
  8. Kanban Pipeline View
  9. Analytics & Reporting
  10. Tips & Best Practices

Getting Started

Accessing Lead Management

  1. Open Business Central
  2. Search for SEW Leads in the search bar (Alt+Q)
  3. Click on SEW Lead List to view all leads

Lead List Access

Understanding the Interface

Lead List Columns:

FactBox Panel (Right Side):

Creating Leads

Quick Capture Method (Fastest)

When to use: Fast lead entry from phone calls, events, quick notes

Steps:

  1. Click + New on the Lead List
  2. Fill in minimum required fields:
    • Quick Company Name: “Contoso Manufacturing Inc.”
    • Quick Email: “purchasing@contoso.com”
    • Source Code: Select from lookup (e.g., WEB, PHONE, EVENT)
  3. Optional: Add Quick Phone and Expected Revenue
  4. Save (Ctrl+S or click OK)

Creating New Lead

What happens:

Full Capture Method (Detailed)

When to use: When you have complete information upfront

Steps:

  1. Click + New on the Lead List
  2. Skip Quick fields, go directly to Contact No. field
  3. Use lookup to find existing Contact OR click Create Contact to make a new one
  4. Fill in additional details:
    • Source Code: Where lead originated
    • Campaign No.: If from a marketing campaign
    • Expected Revenue: Deal size estimate
    • Employee Count: Company size (used in scoring)
    • Territory Code: Geographic region
  5. Save the lead

Benefits:

Working with Leads

Status Workflow

Leads progress through defined statuses:

Status Dropdown

Status Meanings:

Status When to Use Next Action
New Just received, not reviewed Review and categorize
Contacted Made first contact Continue qualification
Nurturing Not ready to buy yet Schedule follow-up
Qualified Ready for opportunity Convert to Opportunity
Converted Became an opportunity Work the opportunity
Disqualified Not a fit Archive, no further action

Creating/Linking Contacts

Required before converting to Opportunity

From Quick Capture Lead:

  1. Open the lead
  2. Click Actions → Create/Link Contact
  3. System creates BC Contact from Quick fields
  4. Quick fields are cleared
  5. Contact No. is populated

Contact Created

What it does:

Adding Communication Notes

Track all interactions in one place:

  1. Open lead card
  2. Navigate to Communication tab
  3. Add notes in the text field:
    • “Called 12/21. Interested in demo. Follow up next week.”
    • “Emailed pricing. Awaiting response.”
  4. Save the lead

Communication Notes

Best practices:

Engagement Signals

Track how engaged the prospect is:

  1. Open lead card
  2. Navigate to Engagement Signals section
  3. Toggle switches for:
    • Website Visit: Yes (if they visited your site)
    • Email Opened: Yes (if they opened emails)
    • Attended Event: Yes (if they came to webinar/trade show)

Engagement Signals

Why it matters:

Lead Scoring

Understanding Scores

Score Bands:

Calculating Scores

Automatic Calculation:

  1. Open any lead
  2. Click Actions → Calculate Score
  3. Score appears in Score (Total) field
  4. Check Scoring Details FactBox to see breakdown

Score Calculation

What gets scored:

Recalculating:

Manual Override

When to use: Strategic accounts, CEO referrals, urgent follow-ups

Steps:

  1. Open lead
  2. Manually change Score (Total) field to desired value (e.g., 100)
  3. Score band updates automatically
  4. To revert: Click Actions → Calculate Score

Important: Manual scores are overwritten when “Calculate Score” is used again.

Lead Assignment

Viewing Your Leads

Personal Filter:

  1. Open SEW Leads list
  2. Click Filter Pane (right side)
  3. Filter Assignment Type = “Salesperson”
  4. Filter Salesperson Code = your code
  5. Result: Shows only leads assigned directly to you

Lead Filters

Team Filter:

  1. Filter Assignment Type = “Team”
  2. Filter Assigned To Code = your team code
  3. Result: Shows all leads assigned to any team you’re in

Automatic Routing

How it works:

  1. Admin creates routing rules (e.g., Score ≥ 75 → ENTERPRISE Team)
  2. You create or update a lead
  3. Click Actions → Apply Routing
  4. System assigns lead based on matching rules

Auto-Assignment

What gets routed:

Manual Reassignment

When to use: Workload balancing, expertise requirements, geographic changes

Steps:

  1. Open lead
  2. Click Actions → Reassign Lead
  3. Dialog appears:
    • Change Assignment Type: Salesperson or Team
    • Select Assigned To: Pick from lookup
    • Add Reason: “Lead requires enterprise expertise”
  4. Click OK

Audit Trail:

Team Collaboration

Working Team-Assigned Leads

Scenario: Your team (INBOUND) has 20 leads. How do you collaborate?

Viewing Team Leads:

  1. Open SEW Leads
  2. Filter Assignment Type = “Team”
  3. Filter Assigned To Code = INBOUND
  4. Result: All team members see the same leads

Team Assignment

Best Practices:

Team Structure

Understanding Teams:

Example Teams:

Converting to Opportunities

Prerequisites

Before converting, ensure:

Individual Lead Conversion

When: Lead assigned to you (not a team)

Steps:

  1. Open qualified lead
  2. Click Actions → Convert to Opportunity
  3. Dialog shows:
    • Salesperson: Auto-filled with your code
    • Opportunity Description: Auto-filled from lead name
    • Create Contact: Already done (shows existing Contact No.)
  4. Click OK

Opportunity Created

Result:

Team Lead Conversion

When: Lead assigned to a team (e.g., ENTERPRISE)

Steps:

  1. Open qualified team lead
  2. Click Actions → Convert to Opportunity
  3. Dialog shows Salesperson Selection:
    • If you’re in the team: Auto-selects you
    • If not in team: Shows all team members
    • Pick the team member who will own the opportunity
  4. Click OK

Why it matters:

Conversion Dialog

Kanban Pipeline View

Accessing Kanban Board

  1. Search for SEW Lead Kanban in Business Central
  2. Board shows leads grouped by stages
  3. Color-coded by score band (Red=Hot, Orange=Warm, Gray=Cold)

Kanban Board

Using the Board

Drag-and-Drop:

  1. Click and hold a lead card
  2. Drag to different stage column
  3. Release to drop
  4. System updates:
    • Stage Code field
    • Probability % (from stage default)

Filtering:

Actions:

Tips:

Analytics & Reporting

Personal Performance

View Your Metrics:

  1. Search for SEW User Performance query
  2. Filter to your Salesperson Code
  3. See:
    • Total leads assigned
    • Pipeline value (sum of Expected Revenue)
    • Average score of your leads
    • Activity count (tasks, meetings)
    • Conversion metrics (converted leads, opportunity value)

Team Performance

Compare Sources:

  1. Search for SEW Source Performance query
  2. See which sources generate best leads:
    • Lead count by source
    • Conversion rate
    • Average score
    • Opportunity value

Use cases:

Pipeline Analysis

Funnel View:

  1. Search for SEW Lead Funnel Analysis query
  2. See stage-by-stage metrics:
    • Lead count per stage
    • Average days in stage
    • Pipeline value per stage

Identify Issues:

Dashboard

Real-Time Overview:

  1. Search for SEW Lead Analytics
  2. View metrics:
    • Total Active Leads
    • Pipeline Value
    • Hot Leads Count
    • Conversion Rate %
    • Open/Overdue Activities
  3. Click any metric to drill down to lead list

Role Center Integration:

Tips & Best Practices

Daily Workflow

Morning Routine:

  1. Open SEW Leads filtered to your assignments
  2. Sort by Score (descending) - hot leads first
  3. Check Overdue Activities in analytics
  4. Work through top 5 hottest leads

Throughout Day:

End of Day:

Lead Qualification

BANT Framework:

When to Qualify:

When to Disqualify:

Score Optimization

Boost Scores:

When to Override:

Team Collaboration

Communication:

Workload:

Pipeline Management

Weekly Review:

  1. Open Kanban board
  2. Identify leads stuck in stage >14 days
  3. Take action:
    • Move forward if progressing
    • Move to Nurturing if not ready
    • Disqualify if no response
  4. Focus on Hot leads in early stages (quick wins)

Monthly Cleanup:

Troubleshooting

Can’t Convert to Opportunity

Problem: “Convert to Opportunity” action grayed out or errors

Solutions:

  1. Check Status = “Qualified” (not New, Contacted, or other)
  2. Ensure Contact No. is populated
    • If blank: Click Actions → Create/Link Contact
  3. Verify you have permission to create Opportunities
  4. Check lead isn’t already converted (Status = “Converted”)

Score Not Calculating

Problem: Score shows 0 or doesn’t update

Solutions:

  1. Admin: Ensure at least one Scoring Model is Active
  2. Admin: Check Scoring Rules have point values >0
  3. Fill in scorable fields:
    • Source Code (required)
    • Employee Count (if using company size rules)
    • Engagement signals (if using engagement rules)
  4. Click Actions → Calculate Score

Routing Not Assigning

Problem: “Apply Routing” does nothing

Solutions:

  1. Admin: Check at least one Routing Rule exists with Active = true
  2. Verify lead matches rule conditions:
    • Score meets threshold (if score-based rule)
    • Source Code matches (if source-based rule)
    • Territory matches (if territory-based rule)
  3. Check Team/Salesperson Code in rule is valid and active
  4. Verify you have permissions to modify assignment fields

Can’t See Team Leads

Problem: Teammate says team lead exists, but you don’t see it

Solutions:

  1. Verify you’re a member of the team (search “Teams”, check members)
  2. Apply correct filter:
    • Assignment Type = “Team”
    • Assigned To Code = [your team code]
  3. Check Status filter (Converted leads hidden by default)
  4. Refresh list (F5)

Getting Help

📞 Support Resources

Last Updated: December 21, 2024

Version: 1.0.0

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