Microsoft Private

Introduction to sales in Dynamics 365 (AB-6003)

8 hours
Dynamics 365Agentic AICopilot

Learn to streamline sales processes with Dynamics 365 Sales, Customer Insights, Microsoft 365, Copilot, and AI agents across the full customer lifecycle.

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Course Overview

Learn how Dynamics 365 customer engagement apps support and automate sales processes across the customer lifecycle. This course explores lead generation and qualification, customer relationships, negotiation, deal closure, account management, forecasting, and analytics. You will also examine how Dynamics 365 Sales, Customer Insights, Microsoft 365, Copilot, and AI agents work together to improve selling efficiency and personalize customer engagement.

Course Benefits

  • Navigate Dynamics 365 customer engagement apps and describe their shared capabilities.
  • Explain how Customer Insights supports lead generation, journeys, unified profiles, segmentation, and predictions.
  • Describe the lead-to-opportunity process and the use of AI-assisted sales prospecting and qualification.
  • Use Dynamics 365 concepts and AI agents to analyze pipelines, understand customer needs, and engage opportunities.
  • Explain how Copilot and sales agents support negotiation, objection handling, and deal closure.
  • Describe account management, forecasting, pipeline management, relationship intelligence, and sales analytics.
  • Identify integrations with Microsoft 365, Microsoft Teams, LinkedIn Sales Navigator, and Microsoft Power Platform.

Delivery Methods

Private Class
Delivered for your team at your site or online.

Course Outline

  1. Describe the foundations of Dynamics 365 customer engagement apps
    1. Describe customer engagement apps in Dynamics 365
    2. Describe the cross-solution capabilities of customer engagement apps
    3. Navigate to and within customer engagement apps
    4. Describe the Timeline feature in customer engagement apps
    5. Explore prompting in Dynamics 365 apps with Copilot Chat
    6. Describe security in customer engagement apps
    7. Describe the AI form-filling assistant
    8. Manage daily actions with the communications assistant
    9. Module assessment
  2. Explore lead generation in Dynamics 365
    1. Describe use cases for Customer Insights - Journeys
    2. Describe lead generation and nurturing
    3. Describe segments
    4. Describe marketing email
    5. Describe forms
    6. Describe journeys
    7. Simulation: Create a customer journey
    8. Describe event management
  3. Explore lead qualification in Dynamics 365
    1. Describe use cases for Dynamics 365 Sales
    2. Describe the lead-to-opportunity process
    3. Describe using AI in sales prospecting
    4. Describe the work list and sequences
    5. Describe the use of the Sales Qualification Agent in prospecting
    6. Describe the Sales Research Agent in prospecting
    7. Describe the use of Sales in Microsoft 365 Copilot in prospecting
    8. Explore the Sales mobile app
    9. Describe LinkedIn Sales Navigator
    10. Describe the full AI-assisted lead qualification process
  4. Identify customer needs and explore relationships in Dynamics 365
    1. Describe the Sales Close Agent
    2. Describe the use of the Sales Close Agent in Research mode
    3. Describe the use of the Sales Close Agent in Engage mode
    4. Describe the use of the Sales Research Agent in customer engagement
    5. Use AI agents to analyze pipelines, qualify leads, and engage opportunities
    6. Describe the use of Sales in Microsoft 365 Copilot in customer engagement
    7. Describe Focused View in the sales process
    8. Describe collaboration with Microsoft Teams in the sales process
    9. Module assessment
  5. Explore how to negotiate deal terms and address objections in Dynamics 365 Sales
    1. Describe Copilot in sales and negotiation
    2. Describe the product catalog in Dynamics 365 Sales
    3. Describe the Sales Close Agent in negotiation
    4. Describe the use of the Sales Research Agent in negotiation
    5. Describe the use of Microsoft 365 Copilot in negotiation
    6. Describe the AI-assisted deal negotiation process
    7. Module assessment
  6. Describe how to close customer deals in Dynamics 365
    1. Describe the use of the Sales Close Research Agent in closing
    2. Describe the use of the Sales Close Agent in Engage mode
    3. Describe the use of the Sales Research Agent in closing
    4. Describe the use of Sales in Microsoft 365 Copilot in closing
    5. Review the sales close process in Dynamics 365 with AI assistance
    6. Module assessment
  7. Describe sales account management in Dynamics 365
    1. Describe the core capabilities of Dynamics 365 Customer Insights - Data
    2. Describe unified customer profiles
    3. Describe measures, segments, and predictions
    4. Describe churn-risk prediction and customer lifetime value for account management
    5. Describe how to use Dynamics 365 Customer Insights - Data in other apps
    6. Describe Copilot in Sales as part of account management
    7. Describe the Sales Research Agent in account management
    8. Module assessment
  8. Explore forecasting, pipeline management, and analytics in Dynamics 365 Sales
    1. Describe forecasting in Dynamics 365 Sales
    2. Describe pipeline management
    3. Describe relationship intelligence and analytics
    4. Describe how to monitor agents
    5. Describe Copilot in Sales for forecasting and reporting
    6. Describe the Sales Qualification Agent in forecasting and reporting
    7. Describe the Sales Close Agent in forecasting and reporting
    8. Module assessment
  9. Describe shared capabilities in Dynamics 365 customer engagement apps
    1. Describe options for tailoring customer engagement apps to meet business needs
    2. Enhance customer engagement apps through Microsoft Power Platform integration
    3. Describe reporting capabilities, including charts, dashboards, and views
    4. Describe Microsoft 365 integrations
    5. Describe the capabilities of Copilot in customer engagement apps
    6. Describe autonomous agents in Dynamics 365
    7. Module assessment

Class Materials

Each student receives a comprehensive set of materials, including course notes and all class examples.

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