Case Study 6 - Liberty's Background Liberty's Delightful Sinful Bakery & Café (Liberty's) sells baked goods to only commercial customers for resale from its East and West territories. The bakery…

Case Study 6 - Liberty’s Background Liberty’s Delightful Sinful Bakery & Café (Liberty’s) sells baked goods to only commercial customers for resale from its East and West territories. The bakery acquired a company that it will incorporate as its retail line of business. Each territory will contain a Retail and Commercial territory. Liberty’s has two territories, each divided as shown below:

Current Environment Configuration

• The Commercial territory has a different price list than the Retail territory.
• The criteria used to measure the probability of a sale will be different for retail and commercial.
• All loaves cost the same and all buns cost the same.
• Auto-create records for newly qualified leads is turned on to simplify the lead qualification

process.

• Liberty’s logs all phone calls, appointments, and emails in Dynamics 365 Sales.
• Accounts were imported for the Retail territory.
• Liberty’s finds that the information on their accounts and contacts are often outdated.
• Liberty’s must use Microsoft Relationship Sales.

Discounts To add the pricing for retail, Liberty’s will update all price lists to reflect the retail price and provide the following discounts:

• 10 percent off for 10-19 items
• 20 percent off for 20-49 items
• 30 percent off for more than 50 items

Job roles EmployeeA:

• Manages the Commercial territory
• Will also manage the new Retail territory starting next month
• Responsible for all sales functions, including forecasting and product management

EmployeeB:

• Hired for retail sales only
• Must create new accounts and contacts but should not be able to create or edit products

EmployeeC:

• Serves as a Liberty’s executive
• Requires read-only access to Contacts and Accounts tables in Dynamics 365 Sales

EmployeeD:

• Serves as an operations manager, responsible for managing orders and deliveries

Requirements General

• With the acquisition of the retail company, new bread types must be added. These bread types

must apply to loaves and buns.

• A lead must be generated from an activity record.
• Liberty’s wants to improve accuracy about Accounts and Contacts but does not want to track

messages generated outside of the system.

• With the addition of the retail branch, Liberty’s must create a forecasting model to estimate the

revenue for the next quarter.

• If a phone call is received from a new potential customer, a lead must be generated from the

activity record.

• Liberty’s must automatically maintain current account and contact information.
• The system must be able to rate the health of an opportunity based on the following scale:

o 1 = Good o 2 = Fair o 3 = Poor

• The health rating must include all conversations and interactions, including those on social

media. Orders

• Orders are used to record bakery orders.
• Each order may include multiple deliveries.
• EmployeeD must be able to schedule and track actual delivery start and end times.

Issues

• A duplicate detection rule is set up, and the flag to check for duplicates is turned on; however,

duplicates still exist.

• EmployeeB and other employees notice that all their opportunities are rated as Good, but when

reviewing the activities, they see that the rating should be Poor.

• User1 complains that the user’s message responses to leads in LinkedIn are missing.
• TesterA cannot find the model-driven app to test.
• Liberty’s receives an email with a customer order. When the customer calls to pay with a credit

card over the phone, Liberty’s cannot find the customer order. You need to fix the opportunity rating issue that EmployeeB reports. What should you update?