Prioritize your sales pipeline by using the work list

During their workday, sellers need to juggle multiple tasks as they work on multiple records. As a result, it can be hard for them to plan and prioritize their customer-facing activities. The work list in the Sales accelerator for Dynamics 365 Sales Insights helps sellers prioritize their time and effort to ensure that important records aren't left behind.
The Sales accelerator work list gives sellers the following capabilities:

Note

The work list is configured by a sales manager who defines the sequence of activities for records by using the sequence designer. More information: Create and manage sequences

Prerequisites

Review the following prerequisites before you start using work lists:

View my records by using the work list

The work list displays a list of records that are assigned to you or to the security role you're associated with. The records display activities that are due for the current date—or pending from previous dates—that were created manually or through a sequence. This helps you to access all records that include activities in one place, instead of navigating across multiple forms in the application. A sales manager can configure and determine the entities to display to you in the work list. The top of the record in the work list will always be the next best customer with the highest prediction score.

To view the work list

  1. Sign in to the Dynamics 365 Sales Hub app, and go to Change area > Sales.

  2. From the site map, under My Work, select Sales accelerator.
    The work list page opens, as shown in the following image.

    Work list page

    Number Feature Description
    1 Filter, sort, group records You can filter, sort, and group the records that you want to view in the list to quickly identify the customers to contact. More information: Filter records in the work list

    By using the lookup icon, you can search for a specific record by using the record name. Also, you can filter the records according to the due date: select the calendar icon, and then select By Today or From Tomorrow.
    2 Records list Displays a list of records that are assigned to you or to a security role that you're part of. The unread records appear in bold with a blue vertical bar on the left. You must perform and complete the activities on these records from the current date and from previous dates.

    Each record displays the name of the record, primary contact name, next best action, priority scoring, and entity name. Hover over the record to view more options and the activity to perform.

    Select More options to perform the following actions on the record:
    • Mark as complete
    • Skip the current activity
    • Snooze the activity
    • Change the state of the record to unread or read
    • Follow or unfollow the record
    • Skip wait time (this option is available for items that are in the wait state)

    Also, you can select the activity icon to perform the specified activity for the record.
    Options for records
    More information: Connect with customers by using a record or the Up next widget

    When you complete an activity on the record, select the refresh icon. The list will be refreshed, and the record will be removed from the list.

    Note
    The list displays records for a month from the current date. The records that are older than 30 days are automatically removed and won't be displayed.
    3 Up next widget Displays the next best action that you can perform on a record for the given date. More information: Understand the Up next widget

Filter records in the work list

Use filters to prioritize the records in the work list so you can reach customers at the right time. The following screen provides the list of options that are available to filter work list:

Work list filter options
let's understand the filter options in detail:

  • Unopened: Select the option to filter the list to view records that are not opened or unread.

  • Followed: Select the option to filter the list to view records that are followed by you.

  • Overdue: Select the option to filter the list to view records with pending tasks that are not completed on time.

  • More filters: Select the options to filter the list by selecting the entity and activity types. When you select the filters, the list is refreshed to display the filtered records.

    • The Record type filter options contains the records types that sales accelerator is configured for. You can select all options to view all records, or you can select an individual type to view only the records that belong to that type.
      Select at least one option to display relevant records in the work list. If no records match your selected type, an empty list is displayed.
      By default, all filter options are selected.
    • The Activity type filter options are Phone calls, Email messages, Tasks, and Meetings. You can select all or any specific option to filter the records to display in the work list.
      Select at least one option to display relevant records in the work list. If no records match your selected activity type, an empty list is displayed.
      By default, all filter options are selected.
      For example, when you select the entity type as Lead and the activity type as Call, the work list displays only the lead records that include call activities.
  • Sort: Select the options to organize records into groups selecting a Sort by type and display the records in the order of sort by choosing a Sort order option. After you select sort by and sort order options, when you open the work list, the list sorts according to the selected sort options and remains as default. The sorting of list only changes when you select a different sort by and sort order.

    • Due date: When you select this option, the records in the work list are sorted according to the due time before which an activity must be completed. You can select the sort order as:
      • Due soonest on top to view the records that include activities with the most recent due times, sorted from the most recent to the oldest.
      • Due latest on top to view the records that include activities that have passed their due date, sorted from the longest time past due to the shortest.
        For example, there are 10 records available in your work list. The number of records for which you need to complete the activities within the due time are as follows: three for today, four from yesterday, and three from this week. When you select the Due time option to sort by and Newest on top for the sort order, the records are sorted from the newest to oldest activity completion date into Today, Yesterday, and Last 7 days.
        By default, Due date and Due soonest on top are selected for sort.
    • Score: When you select this option, the records in the work list are sorted according to the priority score assigned to each task. You can select the sort order as:
      • Highest on top to view the records in descending order, with the highest score on top.
      • Lowest on top to view the records in ascending order, with the lowest score on top.
        For example, you have records with priority scores 95, 92, 89,45, 54, and 73. When you select the Priority score option to sort by and Highest on top for the sort order, records are sorted by priority in descending order, with the record that has highest score (95) on top.
    • Name: When you select this option, the records in the work list are sorted according to the record name. You can select the sort order as A to Z to view the records in ascending order or Z to A to view them in descending order.
    • Activity type: When you select this option, the records in the work list are sorted into Call, Email, Task, and Meetings activity types. You can select the sort order as A to Z to view the records in ascending order or Z to A to view them in descending order.
    • Record type: When you select this option, the records in the work list are grouped into record types. You can select the sort order as A to Z to view the records in ascending order or Z to A to view them in descending order.
    • Sequence name: When you select this option, the records in the work list are sorted according to the name of the sequence that is assigned. If you have added activities manually to a record without sequences, then these records appear under No sequence group. You can select the sort order as A to Z to view the records in ascending order or Z to A to view them in descending order.
  • Settings: Using the work list settings, you can choose what must happen to a record when a step is completed or skipped. Select Settings and on the Work list settings dialog box choose the following options:

    Option Description
    Ask before moving to the next work item Select this option to display a confirmation message to whether to go to the next in-line record or stay on the same record after you complete or skip.
    Confirmation message whether to move to next record or stay on the same record
    Automatically go to the next work item Select this option to go to the next in-line record after you complete or skip the step on the current record.
    Stay on the same record Select this option to remain on the same record even after you complete or skip the step. By default, this option is selected for both When I mark a step as complete and When I skip a step.

    Work list settings

Understand the Up next widget

Using the Up next widget, you can view and perform actions on activities on a record. The widget displays the current activity, upcoming activity, and completed activities. You can add these activities to a record manually or by using a sequence:

  • In a sequence, a sales manager creates activities and applies them to the record according to business requirements. The activities in the sequence are displayed in the Up next widget.
  • For manual activities, you or a sales manager can create an activity on the timeline. The activity is displayed in the Up next widget as an activity, depending on its due time. This activity is available to you and other sellers who have access to the record.
    The following image shows an example of the Up next widget.

Up next widget

  1. Current activity: The current activity is a task that you must complete or skip to go to the next activity, which moves the record closer to completion. To perform an action such as making a phone call or sending an email, select the action icon displayed in the activity. More information: Connect with customers by using a record or the Up next widget .
    After you complete the action, select Mark complete, and the activity is closed and moved automatically to completed items and is displayed on the timeline.
    You can choose to skip the activity if you think it's not relevant to the record or you don't want to perform the action. Select More options, and then select Skip. The activity is skipped and moved to completed items.
  2. Upcoming activity: The upcoming activity is view-only, and you can't perform an action. The upcoming activity is displayed so you know what activity will appear next when you complete the current activity.
  3. Completed activities: The completed activities are the activities that are marked as complete or skipped for a record.
    To view the completed activities list, select Show completed. The section expands to display the list of completed activities with details such as whether the activity was completed or was it skipped, with date and time. You can't perform any actions on these tasks; they're view-only. The following screen is an example of an expanded section of completed items.

    View completed activities

Add manual activities to records

Using the sequence, your sales manager can define activities for you such as email, phone calls, tasks, and meetings. To meet business requirements, you might have to add extra activities to a lead or an opportunity. You can manually add activities for records to appear in the Up next widget in addition to activities defined in the sequence for a given day. The manual activities include email, phone calls, and tasks.
The characteristics of manual activities are similar to an activity defined in a sequence. Sellers must perform the activity and mark it as complete. Then the activity will be moved to the list of completed activities in the Up next widget. A sales manager or you, as a seller, can add the manual activity to the records that you or your security role owns.

To add a manual activity

  1. Sign in to the Dynamics 365 Sales Hub app, and go to Change area > Sales.
  2. From the site map, under My Work, select Sales accelerator (preview).
  3. Select the record for which you want to add the manual activity from the work list.
  4. In the Timeline section, select the plus (+) icon.

    Note

    Only Email, Phone call, Task, and Meetings activities will be displayed in the Up next widget.

  5. Select and configure the activity that you want to add to the record.
  6. Save and close the activity.
    The activity is added to the record and displayed in the Up next widget, based on its due date.

See also

What is the Sales accelerator?
Create and manage sequences