Add ready-to-use business processes


Applies To: Dynamics 365 (online), Dynamics 365 (on-premises), Dynamics CRM 2013, Dynamics CRM 2015, Dynamics CRM Online, Dynamics CRM 2016

Microsoft Dynamics 365 includes several ready-to-use business processes for common sales, service, and marketing scenarios – to help you ensure that staff follow consistent steps every time they work with customers.

Before you can use these processes, you need to add them to the system.


Ready-to-use business processes are activated automatically when you add them. If a ready-to-use business process includes workflows or portable business logic rules, you’ll need to activate those separately. For more information about business processes, see Guide staff through common tasks with processes.

The following table shows a list of ready-to-use business processes and what they help you do.

This ready-to-use process

Helps you…

Phone sales campaign

Call prospects, create and qualify leads, develop opportunities, and then close deals.

Email sales campaign

Email prospects, create and qualify leads, develop opportunities, and then close deals.

Multichannel sales campaign

Contact prospects by phone and email, create and qualify leads, and then close deals.

Marketing list builder

Create targeted marketing lists for accounts, contacts, or leads, add prospects, and gain manager approval.

Service appointment scheduling

Schedule service appointments, set up reminders, and make sure service activities are completed.

Service case upsell

Upsell additional products or services while resolving a customer’s service request.

Guided service case

Make sure that data is entered consistently for service cases, and that required activities are completed to resolve a case.

Opportunity to invoice (Business-to-Business)

Follow a standard process for assessing needs, negotiating outcomes, fulfilling orders, and closing opportunities when selling to other businesses.

Contact to order

Target sales by using a consistent method to interact with customers.

Upsell after service interaction

Turn a good service experience into an opportunity to upsell more products and services to the customer.

In store excellence

Suggest orders for store owners and field personnel and gain acceptance from store managers for those orders.

Add ready-to-use business processes

  1. Make sure that you have the Manager, Vice President, CEO-Business Manager, System Administrator, or System Customizer security role or equivalent permissions.

    Check your security role

    1. Follow the steps in View your user profile.

    2. Don’t have the correct permissions? Contact your system administrator.

  2. Go to Settings > Data Management.

  3. Select Add Ready-to-Use Business Processes.

  4. Choose Add.

See Also

Create a business process flow
Assign a security role to a business process flow
Guide staff through common tasks with processes
eBook: Customize a business process in Dynamics CRM