AB-6003: Introduction to sales in Dynamics 365 course introduces learners to the core sales capabilities of Dynamics 365 and its integration with Microsoft 365. Participants explore how to manage customer relationships, automate business processes, unify customer data, and create personalized customer journeys. The course also covers AI-assisted insights through Dynamics 365 Customer Insights and AI-driven selling features in Dynamics 365 Sales. Learners gain foundational knowledge to improve sales productivity and customer engagement.

This course is designed for:

• Sales professionals looking to understand how Dynamics 365 supports modern sales processes.
• Business users responsible for customer engagement and relationship management.
• Dynamics 365 Functional Consultants seeking foundational knowledge of sales capabilities.
• Business managers interested in improving sales performance and customer experiences.
• Students and professionals wanting to learn about CRM and sales management technologies.

Required:

• Basic understanding of sales and customer relationship management concepts.
• Familiarity with common business processes and workflows.
• Basic computer and Microsoft 365 application skills.

Recommended:

• Experience using CRM or customer engagement applications.
• Familiarity with Microsoft 365 collaboration tools.
• Basic understanding of sales pipelines and customer lifecycle management.
• Interest in AI-powered sales and customer engagement solutions.

After completing this course, students will be able to:

€¢ Understand the sales capabilities of Dynamics 365 and its business value.

€¢ Automate sales and customer engagement processes using Dynamics 365 applications.

€¢ Integrate Dynamics 365 with Microsoft 365 to enhance collaboration and productivity.

€¢ Unify customer profiles using Dynamics 365 Customer Insights.

€¢ Create personalized customer journeys with AI-assisted capabilities.

€¢ Improve sales performance using AI-driven features in Dynamics 365 Sales

1) Describe the Foundations of Dynamics 365 Customer Engagement Apps

* Introduction

* Describe Customer Engagement Apps in Dynamics 365

* Describe the Cross-Solution Capabilities of Customer Engagement Apps

* Navigate To and Within Customer Engagement Apps

* Describe the Timeline Feature in Customer Engagement Apps

* Exercise Navigate Dynamics 365 Apps

* Explore Prompting in Dynamics 365 Apps with Copilot Chat

* Describe Security in Customer Engagement Apps

* Describe the AI Form Filling Assistant

* Manage Daily Actions with the Communications Assistant

2) Explore Lead Generation in Dynamics 365

* Introduction

* Describe Use Cases for Customer Insights Journeys

* Describe Lead Generation and Nurturing

* Describe Segments

* Describe Marketing Email

* Describe Forms

* Describe Journeys

* Exercise Build and Use a Lead Nurturing Journey Template

* Simulation Create a Customer Journey

* Describe Event Management

3) Explore Lead Qualification in Dynamics 365

* Introduction

* Describe Use Cases for Dynamics 365 Sales

* Describe the Lead-to-Opportunity Process

* Describe Using AI in Sales Prospecting

* Describe the Work List and Sequences

* Describe the Use of the Sales Qualification Agent in Prospecting

* Describe the Sales Research Agent in Prospecting

* Describe the Use of Sales in Microsoft 365 Copilot in Prospecting

* Exercise Work with the Sales Accelerator Work List

* Explore the Sales Mobile App

* Describe LinkedIn Sales Navigator

* Describe the Full AI-Assisted Lead Qualification Process

4) Identify Customer Needs and Explore Relationships in Dynamics 365

* Introduction

* Describe the Sales Close Agent

* Describe the Use of the Sales Close Agent Research

* Describe the Use of the Sales Close Agent Engage

* Describe the Use of the Sales Research Agent in Customer Engagement

* Use AI Agents to Analyze Pipeline, Qualify Leads, and Engage Opportunities

* Describe the Use of Sales in Microsoft 365 Copilot in Customer Engagement

* Describe the Focused View in the Sales Process

* Describe Collaboration with Microsoft Teams in the Sales Process

5) Explore How to Negotiate Deal Terms and Address Objections in Dynamics 365 Sales

* Introduction

* Describe Copilot in Sales and Negotiation

* Describe the Product Catalog in Dynamics 365 Sales

* Describe the Sales Close Agent in Negotiation

* Describe the Use of the Sales Research Agent in Negotiation

* Describe the Use of Microsoft 365 Copilot in Negotiation

* Describe the AI-Assisted Deal Negotiation Process

6) Describe Sales Account Management in Dynamics 365

* Introduction

* Describe the Core Capabilities of Dynamics 365 Customer Insights Data

* Describe Unified Customer Profiles

* Describe Measures, Segments, and Predictions

* Describe Churn Risk Prediction and Customer Lifetime Value to Manage Accounts

* Describe How to Use Dynamics 365 Customer Insights Data in Other Apps

* Describe Copilot in Sales as Part of Account Management

* Describe the Sales Research Agent in Account Management

7) Explore Forecasting Pipeline Management and Analytics in Dynamics 365 Sales

* Introduction

* Describe Forecasting in Dynamics 365 Sales

* Describe Pipeline Management

* Describe Relationship Intelligence and Analytics

* Describe How to Monitor the Agents

* Describe Copilot in Sales in Forecasting and Reporting

* Describe the Sales Qualification Agent in Forecasting and Reporting

* Describe the Sales Close Agent in Forecasting and Reporting

* Exercise Experience the Supervisor Workflow