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Customer experience | Sales, Customer Insights,...
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Business Process Flow - Bug or as designed

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Posted on by Debbie CRM 14
Hello experts, when I qualify a lead to an opportunity, the business process flow on the opportunity moves to the second stage, develop. If someone in the develop stage uses the back button on the stage to go back to the qualify stage, the business process flow disappears from the opportunity with no way to add it back to the form. The only solution is to re-open the lead record and qualify it again which creates a second opportunity record. I tried this on our production environment as well as a trial version of Dynamics 365 Sales and it happens in both environments. Is this a bug or as designed because the business process flow should move back to qualify on the opportunity record and not disappear entirely?
  • JonhPitter Profile Picture
    JonhPitter 2 on at
    Business Process Flow - Bug or as designed
    Hi. Just joined this amazing investor club and I'm already seeing the benefits. It's super user-friendly and caters perfectly to our generation. I stumbled upon it while exploring 1 4 all group and it's been an eye-opener. The advice is straightforward, jargon-free, and super helpful for beginners. If you're just dipping your toes into investing, this is where you should be!
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    Debbie CRM Profile Picture
    Debbie CRM 14 on at
    Business Process Flow - Bug or as designed
    Hi thank you for the replies but this process will be too confusing to sales to have to reopen the lead, click on the develop stage etc. This has to be a bug of some sort, it should not work this way. It does not work this way when an opportunity is created directly from an account. Also, if you select the "existing account" and "existing contact" when you create the lead, it does not create duplicate account and contact records, just the opportunity. I was wondering if anyone else has issued at ticket to Microsoft about this issue. It has nothing to do with customization it is an OOB functionality.
  • Jitendra Sahu Profile Picture
    Jitendra Sahu 2 on at
    Business Process Flow - Bug or as designed
    If you don't want let system create duplicate opportunity then you can create a plugin in Pre Operation of Qualify and fill the opportunity lookup at lead which is your existing opportunity. This will create connection b/w lead and existing opportunity.
     
     
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    RudyZhang Profile Picture
    RudyZhang Microsoft Employee on at
    Business Process Flow - Bug or as designed
    Hi,
     
    Regarding your question about the go back qualify stage BPF disappearing after qualify Lead to the next stage
     
    Let's answer your second question first, according to your description, if you reopen the Lead record and then qualify, BPF will appear, but this will create a new opportunity.
     
    According to the description in the official Microsoft documentation, if you set "By default, create account, contact, and opportunity records when qualified" to "Yes", account, contact, and opportunity records will be created automatically when the lead is qualified. This will mean that every time you qualify a lead will create the opportunity.

    The links to the documents are as follows.
    Qualify and convert leads to opportunity | Microsoft Learn
     
    Now back to the first question you asked, BPF disappeared because the connection between Lead and Opportunity was severed (this is a layman's explanation to make you understand better). If we want BPF to reappear, we need to restore the connection between them.
    You can refer to the following steps.
    • Step1, Reactivate Lead
    • Step2, click on qualify, click on next stage and select the previous opportunity
    • Step3, Click Save then BPF is back.
     
     
    I hope my answer is helpful to you! If you have any other questions, please feel free to contact me.
     
    Best Regards,
    Rudy Zhang

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