Part II. Sales and CRM

What you should see: in the Pricing section the three boxes Discounts, Pricelists and Margins are ticked. Scroll down to the Quotations & Orders section and you will also see Online Signature and PDF Quote builder ticked; Quotation Templates, Sale Warnings and Lock Confirmed Sales are not ticked.

What you should see: two rows, Standard Price List and Reseller Price (5% off), both in the currency VND.

What you should see: the Sales Prices tab has exactly one rule: Apply on "All Products", Price "5 % discount on sales price". The Standard Price List has no rule at all: customers use the selling price written on the product. If you want resellers to buy a product group at a different rate, add a rule line here.

What you should see: in the SALES section, Nam Cường has Pricelist "Standard Price List (VND)" and Payment Terms "15 Days"; Kim Sơn Hà has "Reseller Price (5% off) (VND)" and "30 Days". When you create a quotation for a customer, the system uses these two fields as the default.

What you should see: four stages in the order New, Qualified, Proposition, Won. Only Won has the Is Won Stage? column ticked: an opportunity that reaches this stage counts as won. The CRM reports split their columns by exactly these four stages.

What you should see: the list of teams, in which the Sales team has Administrator as its Team Leader. A team is attached to quotations and to opportunities; the sales reports split their columns by team (see the reports lesson). Without teams the reports cannot compare sales channels.

What you should see: the Quotation type has Type "Quotation / Sales Order", Enable Request Lines ticked (every quotation line becomes a line of the request), and in the EXTRA APPROVAL STEPS section one step "Specific Approvers" with Administrator.

What you should see: opportunities as cards arranged in the four columns New, Qualified, Proposition and Won; the top of each column shows the total expected revenue. The top row of buttons has New and Generate Leads; the top right corner has the view buttons (kanban, list, calendar, pivot, graph, cohort, map, activity). In the screenshot the pipeline is filtered to the salesperson Administrator, which is what My Pipeline shows when Administrator is the logged-in user.

What you should see: the new card sits in the New column and shows the opportunity name, the revenue 60,000,000 ₫ and the company Nam Cường.

What you should see: the opportunity screen has the buttons New Quotation, Won, Enrich and Lost; the stage bar starts at New; Contact is Nam Cường, Salesperson is the logged-in user, and the Probability field is filled in automatically. The screenshot was taken after the opportunity had been won, so it shows the WON stamp and the stage bar at Won; your own opportunity starts at New.

What you should see: the box has five activity types, a Due Date field, an Assigned to field and three buttons Save, Mark Done and Discard. After you finish, the chatter logs the completed call with its summary and shows the pending activity Chốt lịch giao hàng với khách under Planned Activities. A completed activity is counted in the Activities report in the reports lesson. In the screenshot the pending activity is already overdue and the chatter also lists the later stage changes, because the opportunity has moved on since.

What you should see: the selected stage is highlighted and shows the time spent in it; the Probability field changes with the stage (in the screenshots, other open opportunities show 35 % at Qualified and 70 % at Proposition); the chatter records every stage change.

What you should see: the new quotation screen already has Customer (Nam Cường, with the address), Pricelist "Standard Price List (VND)", Payment Terms "15 Days" and Expiration filled in; the status bar shows Quotation, Quotation Sent, Sales Order. You do not have to retype the customer's details.

What you should see: the unit prices 2,710,000 and 1,939,000 are filled in from the Standard Price List, tax 10 %, and Amount 5,420,000 and 7,756,000. The totals show Untaxed Amount 13,176,000, VAT 10% 1,317,600 and Total 14,493,600; at the bottom is Margin 3,264,000 (24.77%).

What you should see: Warehouse is "Kho Hà Nội": goods that are in stock on this quotation will be delivered from that warehouse. The same tab has Salesperson, Sales Team and Opportunity (a link back to the opportunity you just created). Click the Order Lines tab again to continue.

What you should see: the list of columns (Product Variant, Product, Description, Routes, Unit, Lead Time, Cost, Margin, Margin (%), Taxes, Disc.%, Tax Incl.). The three profit columns are off by default; once ticked they appear on the table immediately.

What you should see: the quotation has a new number (S00216 in the trial run). The switch row: cost 2,108,000, margin 1,204,000, 22.21 %. The computer power supply row: cost 1,424,000, margin 2,060,000, 26.56 %. The line formula: Margin = Amount minus Cost times Quantity (first line: 5,420,000 minus 2,108,000 times 2 is 1,204,000). At the bottom of the quotation, the Margin of the whole order is the sum of the two lines: 3,264,000 (24.77%). The screenshot shows the order after it has been confirmed, which is why the status bar is at Sales Order.

What you should see: Pricelist is automatically "Reseller Price (5% off) (VND)" and Payment Terms "30 Days". The Unit Price is still 2,710,000 and 1,939,000, but the Disc.% column shows 5.00, so the Amount of the first line is 5,149,000 (5,420,000 minus 5 %). The totals: Untaxed Amount 12,517,200, Total 13,768,920, Margin 2,605,200 (20.81%). For the same goods the reseller pays less and your margin is lower than with the regular customer: the switch row is at 18.12 % compared with 22.21 %.

What you should see: Unit Price 2,710,000, Cost 2,108,000, Disc.% 20.00, Amount 2,168,000. The Margin of the line is only 60,000 and Margin (%) is 2.77 %; the bottom of the quotation also shows Margin 60,000 (2.77%). The system does not block the quotation or raise an error because of the low margin: this is the point where an approver steps in. The screenshot was taken before saving, so the title still reads New instead of a quotation number.

What you should see: the box states that the quotation is configured as "One record per approval request", which means one request for each line; the Source Records tab lists the open quotation. Click Create Approval Request and a new request opens, with a code such as APVL00004, the status Draft, the title "Báo giá cho S00231 từ Administrator", and the buttons Submit and View Quotation; the Sales Orders button at the top leads back to the quotation.

What you should see: the status bar moves to To Approve; Next Approver(s) is Nguyễn Hải Sơn (the Director, the direct manager of the employee). The person who submitted sees the buttons Cancel, Withdraw, Force Approval and Force Refuse; the Approve button only shows for the person chosen to approve, that is Nguyễn Hải Sơn when he logs in. The history of who approved and when is stored on the request itself.

What you should see: before you click, the quotation is at Quotation, the Confirm button is still usable, and the chatter notes that an approval request was created. After you click, the quotation moves to Sales Order (the Delivery button appears at the top) while the yellow stamp WAITING FOR APPROVAL stays. The system only reminds and does not block confirmation: if your company wants a hard block, that is additional development.

What you should see: the customer's quotation page with the Tân Việt Số logo, the untaxed amount, the VAT 10 %, the total, the payment terms "15 Days", the Accept & Sign button and a button to view the details. The customer does not see the cost and margin. The blue strip at the top says that this is a preview of the customer portal; click the link in it to go back to edit mode. Nothing is sent outside. The customer page is shown in the website language, which is Vietnamese on this demo system, so its labels appear in Vietnamese in the screenshot.

What you should see: the PDF has the company logo and address, the customer, the quotation date, the expiry date, the salesperson, the lines (with the discount % if any), the untaxed amount, the tax, the total and the payment terms; it is printed in the customer's language, which is Vietnamese for this customer, so the screenshot shows Vietnamese labels, and the print has no cost or margin. The Send box has the customer in To, a Subject such as "Công ty TNHH Công nghệ Tân Việt Số Báo giá (Ref ...)", the body of the email and the file "Báo giá - Sxxxxx.pdf" attached. Only click Send inside the box when you really want the email to go to the customer's address; in this lesson you click Discard, so no email leaves the system.

What you should see: the status bar moves to Quotation Sent; the chatter records "Quotation sent". Use this when you have already sent the quotation to the customer by another channel.

What you should see: the status is Sales Order, the Order Date is the moment of confirmation, the lines table gains the columns Delivered and Invoiced (0.00), and at the top there is a Delivery button with the number 1. The chatter records "Quotation confirmed".

What you should see: a transfer such as HN/OUT/xxxxx, Operation Type "Kho Hà Nội: Delivery Orders", Source Location "HN/Tồn kho", Source Document the sales order number, the status Ready, and both lines marked Available with quantities 2 and 4. The warehouse keeper validates this transfer to deduct the stock (see the Inventory part). The "Available" figure changes with the real stock at the time your company does the lesson.

What you should see: the stage bar is at Won, the probability is 100 %, and the opportunity card sits in the Won column of the pipeline. Confirming the sales order does not move the opportunity to Won by itself: the salesperson clicks Won to close it.

What you should see: Warehouse reads "Xưởng lắp ráp". Because Kim Sơn Hà is a reseller, Pricelist is "Reseller Price (5% off) (VND)"; the machine line has the price 31,979,000, Disc.% 5.00, Amount 30,380,050, Cost 25,583,000, Margin 4,797,050 (15.79%) and Total 33,418,055 (tax included). An assembled machine has a bill of materials; the warehouse must be Xưởng lắp ráp for the system to create the manufacturing order there.

What you should see: after confirmation the order has two buttons, Delivery (a transfer out of the Assembly Workshop that waits until the machine is assembled) and Manufacturing (the manufacturing order). The order has a code such as XLR/MO/xxxxx and the status Confirmed; Product is the DPC-9100 machine, quantity 1, Bill of Material is the machine's bill of materials, and the Components tab lists the components to consume (chassis set, CPU, RAM and SSD drive, one of each). Component Status tells you whether the Workshop has all the components; "Not Available" means the Workshop must first be supplied with components (by purchase or transfer) before assembling (see the Purchasing part and the Assembly to order part). Your company does not need to click Produce All in this lesson.

What you should see: the order has a Delivery button (a transfer out that waits for the goods to arrive) and a Purchase button (number 1). This server has no assembly bill of materials but it has a supplier, so the system switches to purchasing to order. The selling price is 136,292,000 before tax, total 149,921,200; Cost 112,638,000, Margin 23,654,000 (17.36%).

What you should see: a new Request for Quotation (a code such as Pxxxxx) in the status RFQ, the Vendor already filled in (in the trial run: Công ty CP Nhật Hải Tech), Deliver To "Kho Hà Nội: Receipts", one server line of 1 set, the unit price taken from the vendor price list (112,638,000) and a total of 123,901,800; the Sale button at the top leads back to the sales order. Every sales order creates its own request. Your company only looks at it here; sending and confirming the request is the job of the purchasing staff (see the Purchasing part), so do not click Confirm Order in this lesson.

What you should see: the quotation moves to the status Cancelled; the remaining buttons are Print, Preview and Set to Quotation (to reopen it if the customer changes their mind). A cancelled quotation creates no transfer, manufacturing order or purchase request.

What you should see: the Mark Lost box lists the reasons Too expensive, We don't have people/skills, Not enough stock and a Closing Note field. After you mark it, the opportunity carries the LOST stamp, the Lost Reason field reads "Too expensive", the probability goes back to 0 and the Restore button appears. A lost opportunity is archived and disappears from the sales pipeline; the Restore button brings it back.

What you should see: the rows are the order months, the columns are the teams (Sales, Project Sales, Website) plus a Total column; each group has two measures, Untaxed Total and Margin. By default the report opens as a chart of the quantity ordered, so you need to switch to Pivot and change Measures as above to see the margin. The default filter is sales orders in the last 365 days.

What you should see: each row is a customer (filtered to the last 365 days), the customer with the highest margin is at the top, and the columns are split by sales team. To find Nam Cường or Kim Sơn Hà, type the customer name in the search box. Divide the Margin by the Untaxed Total of a customer to get that customer's margin percentage; resellers are usually lower than regular customers because the reseller price is 5 % off.

What you should see: each row is a salesperson (and a row "None" for orders with no salesperson assigned), and the columns are split by team. A quotation a salesperson creates while doing this lesson lands in that person's own row.

What you should see: each row is a product (with its code in square brackets), sorted by margin. The table is wide; scroll sideways to see the columns of the other teams.

What you should see: the columns by expected closing month; the first column is "None" for opportunities without a closing date. The total at the head of a column is the expected revenue multiplied by probability: an open opportunity is counted by its current probability, and a won opportunity (a card with the WON stamp) is counted in full. In the screenshot, the 60,000,000 opportunity of Nam Cường has an expected closing date of 15 November, so it sits in the November 2026 column. By default only your own opportunities are shown; remove the filters to see the whole team. For an opportunity to land in the right month, fill in Expected Closing on the opportunity screen.

What you should see: a chart of the completed activities by month (the default filter is the trailing 12 months). The report only counts activities that were marked done with Mark Done; when no activity has been completed, the screen shows an empty-state message with a faded sample chart. The call completed in the previous lesson is counted in the October 2026 column.

What you should see: the pipeline report draws the opportunity value for each stage (New, Qualified, Proposition, Won), each colour is an expected closing month, and the line is the cumulative total. The leads report counts records by creation month and by team. Both also have pivot, list, cohort and map views in the top right corner.

What you should see: in the Cohort view, each row is a week in which opportunities were created, with its Count; the columns "+ 0", "+ 1", ... are the number of weeks from creation to the closing date, and each cell shows the percentage that has closed. When all opportunities were created in the same week (as in the sample data) there is only one row; the more weeks of creation, the more the table shows how long opportunities take to close. In the Activity view each opportunity has a row, and a pending activity sits in the column of its type (for example "Chốt lịch giao hàng với khách" in the To-Do column); the Schedule activity link at the bottom adds one quickly. The Map view (the pin icon) places the opportunities on a map by customer address and needs an internet connection to load the map background.