Frequently asked questions for Dynamics 365 Sales

Licenses

What's the difference between Sales Premium and sales insights?

Sales Premium refers to the license and sales insights refers to the capabilities. The Sales Premium license includes both Sales Enterprise and premium sales insights capabilities. The basic sales insights capabilities are also available with the Sales Enterprise license. For a detailed comparison of the capabilities in each license, go to the Compare Dynamics 365 Sales plans section on the Pricing page.

Where can I find the comparison chart for Dynamics 365 Sales licenses?

The following license options are available for Dynamics 365 Sales:

  • Sales Premium
  • Sales Enterprise
  • Sales Professional

For a detailed comparison of capabilities available with each license, go to the Compare Dynamics 365 Sales plans section on the Pricing page.

Where can I find the Sales Professional and sales insights documentation?

To provide a unified experience across all the Sales offerings, we have merged the documentation for Sales Enterprise, Sales Professional, and sales insights into this unified Sales documentation. The license and role requirements section at the top of pages indicate whether the feature and content are applicable to the license that you have. If you have bookmarked any of the old URLs, they would be automatically redirected to the corresponding pages in the unified documentation.

Entity: Activity

Why are the Follow and Unfollow buttons displayed together on the command bar?

This is by design. If you go to an entity in Unified Interface and select a record, the Follow and Unfollow buttons are displayed together on the command bar no matter which state the selected record is in, followed or not followed.

If the SchedulingEngine feature is enabled for appointments, why am I redirected to the default tab in an appointment when I save it from a non-default tab?

This is by design. When you save an appointment from a non-default tab, you are redirected to the default environment when the appointment is saved.

If the SchedulingEngine feature is enabled for appointments, why are appointments saved automatically even if the system administrator has added a custom script to stop auto-save?

If your system administrator has added a custom script to prevent the default save option for appointments, the system will still override the custom script and save the appointments automatically.

If the SchedulingEngine feature is enabled for appointments, why does the Open Record Set button disappear when an appointment is saved?

When you select Save to save an appointment, the Open Record Set button disappears. When you refresh the page, the button reappears. More information: Open Record Set

Why are the synchronized appointments from Outlook shown as unsaved in Dynamics 365?

When you create an appointment or edit any existing appointment in Outlook and synchronize it with Dynamics 365, the appointment is created in Dynamics 365 but is shown as unsaved. You can disable the auto-save option in Dynamics 365 to see the synchronized appointments from Outlook saved into Dynamics 365.

Why can't I see the What's new functionality in Unified Interface?

This is by design. The What's new functionality is only available in the legacy web client. The equivalent in Unified Interface is to insert the Timeline control (with posts enabled) on the dashboard:

  1. In your app, select Settings Settings., and then select Advanced Settings.

    The Business Management page opens in a new browser tab.

  2. On the navigation bar, select Settings, and then under Customization, select Customizations.

  3. Select Customize the System.

  4. Under Components in the solution explorer, select Dashboards.

  5. Select and open the dashboard to which you want to add the Timeline control.

  6. On the toolbar at the top of the page, select Timeline.

  7. In the Timeline Control Properties dialog box, update the values as required, and then select OK.

  8. Save the dashboard, and publish the customization.

Entity: Opportunity

When can I edit the Est.Revenue value in the Opportunity form?

To edit the value of estimated Revenue in the Opportunity form, the Revenue must be configured as User Provided and the opportunity must be in an Open state.

Edit estimated revenue.

Entities: Opportunity, Quote, Invoice, and Order

Note

In this section, we use the entity Opportunity to frame the questions. However, these questions are also true for these other entities: Quote, Invoice, and Order.

Why does a view other than Opportunity Product Inline Edit View lose the inline editing functionality and why can't I see grid actions such as move up, move down, and lock icons in the legacy web client if a view other than Opportunity Product Inline Edit View is selected for the Opportunity Product subgrid in the Opportunity form?

This is a by-design behavior in the legacy web client. However, this behavior is changed in Unified Interface. We recommend that you use Unified Interface to experience the inline edit view. To verify whether a grid is editable, go to Grid control properties.

Properties settings for grid control.

Note

  • In Unified Interface, the behavior of the grid columns Price Per Unit and Quantity as editable or non-editable is independent of the view that is selected.
  • An editable grid doesn’t guarantee that all columns are editable; it depends on the Pricing.

Why is the amount not calculated automatically in the Amount fields of opportunity, quote, order, or invoice records?

The value in the Est. Revenue and Total Amount fields of an opportunity is updated only the following conditions are met:

  • Your organization is configured to use system pricing calculation. To verify whether system pricing calculation is enabled, make sure that the Use system pricing calculation setting in System Settings is set to Yes. More information: System Settings dialog box - Sales tab

  • The opportunity is refreshed (either when you select the Refresh button on the command bar or open the record) or when you select the Recalculate Opportunity button on the command bar.

The value in the Est. Revenue or Total Amount field isn't updated without the opportunity being refreshed or recalculated.

Why are some fields editable while some are locked in the Product subgrid in the Opportunity, Quote, Order, and Invoice records?

There are certain restrictions on inline editing based on the type of products in the subgrid:

  • If the product in the subgrid is an individual product and an existing product from the product catalog, all fields except the Quantity and Discount are locked for editing.

  • If the product in the subgrid is an individual product and a write-in product from the product catalog, all fields except the Product Name, Quantity, and Discount are locked for editing.

  • If the product in the subgrid is a product bundle or an optional product of a bundle, all fields except Quantity and Discount are locked for editing.

  • If the product in the subgrid is a required product from an existing product bundle, all fields in the subgrid view are locked for editing.

Entities: Opportunity Product, Quote Product, Order Product, and Invoice Product

Note

In this section, we use the entity Opportunity Product to frame the questions. However, these questions are also true for these other entities: Quote Product, Order Product, and Invoice Product.

How can I configure the value of the default Pricing to Override Price on the Opportunity Product form?

To configure the value of the default Pricing as Override Price in the Opportunity Product form:

  1. Go to Settings > Customizations > Customize the System.
  2. Select Entities > Opportunity Product > Fields.
  3. Select the ispriceoverridden field and configure the Default Value to Override Price.
  4. Save and publish the customizations.

Change pricing on order form.

Entities: Order and Invoice

Note

In this section, we use the entity Order to frame the questions. However, these questions are also true for the entity Invoice.

How can I change the default value for the Prices Locked field in the Order form?

You can change the default value for the Prices Locked field in the Order form through customizations or the inline editable grid:

  1. Go to Settings > Customizations > Customize the System.
  2. Select Entities > Order > Fields.
  3. Select the ispricelocked field, and then set Default Value to No.
  4. Save and publish the customizations.

For a particular Order form, how can I change the state of Prices Locked field?

You can change the state for the Prices Locked field through the inline editable grid. Select the Lock icon on the editable grid, and the state of the Prices Locked field changes accordingly.

In the legacy web client:

Edit pricing for a product.

In Unified Interface:

Edit pricing for a product in Unified Interface.

When can I change the values in the Pricing Per Unit column in the Products grid?

The Prices Locked (ispricelocked) field controls the prices specified on the Order form and locks them from any further updates.

These tables define the behavior of PricePerUnit in the Products subgrid and Order product form:

For existing products:

Configuration In editable grid – PricePerUnit column value In non-editable grid – PricePerUnit column value Order product form
Prices Locked is Yes Non-editable Non-editable Non-editable
Prices Locked is No and Pricing is Override Price Editable Non-editable Editable
Prices Locked is No and Pricing is Use Default Non-editable Non-editable Non-editable

For write-in products:

Configuration In editable grid – PricePerUnit column value In non-editable grid – PricePerUnit column value Order product form
Prices Locked is Yes Non-editable Non-editable Non-editable
Prices Locked is No Editable Non-editable Editable

What is the result of changing the product price in Pricelist on the PricePerUnit of the Order product form?

The following table defines the effect of changing the product price in Pricelist on the PricePerUnit of the Order product form:

Entity state IsPriceLocked Pricing Is the value of PricePerUnit on the Order product form changed?
Editable Yes Default or Override No
Editable No Default Yes
Editable No Override No
ReadOnly Yes or No Default or Override No

Forecasting

What are the configurations that I can edit once a forecast is published?

You can edit the following configurations for a forecast once it's published:

  • On the General page, you can edit forecast title and default underlying records view.
  • On the Permissions page, you can add security roles and provide them with permission to view or edit forecast.
  • On the Layout page, you can edit column titles, descriptions, and whether or not they show up on the grid.
  • On the Drill-down page, you can add, delete, or update drill-downs.
  • On the Snapshots page, you can enable or disable daily snapshots for the forecast.
  • On the Advanced page, you can enable or disable auto-hide parent row, multi-currency selection, and customize access to edit fields in the underlying records grid.
    When you save and publish the configuration, the changes will be applied immediately to the forecast. If you update data (simple columns and adjust fields), these changes may take up to two hours to reflect in the forecast.

Can I manually set the forecast category of an opportunity as Won or Lost?

Technically, you can. The opportunity form and editable grids, other than the grid in the forecast, allow the selection of Won or Lost as forecast categories. However, this will interfere with your forecast and rollup values, and is not an ideal practice. For example, if you manually set the value of an opportunity to Won without closing the opportunity, the opportunity might not even show up in the forecast. By default, forecasts are configured to show an opportunity as Won only when the actual revenue and actual close date are available. The best practice is to close the opportunity as Won or Lost and have the forecast category automatically updated. More information: Close opportunities as won or lost.