Create powerful customer experiences for organizations with Dynamics 365 apps

Explore how you can use Dynamics 365 customer engagement apps to deliver powerful customer experiences for your customers.

• Dynamics 365 customer experience apps in an organization’s journey
• Work with the other Dynamics 365 apps as part of a customer engagement solution
• Work with Copilot in the Dynamics 365 customer engagement apps

Get started with Dynamics 365 Sales

Learn about some elements of Dynamics 365 Sales to help you get started working with the application.

• Overview of Sales products
• Navigate in Dynamics 365 Sales
• Manage customers
• Copilot in Dynamics 365 Sales
• Use agents in Dynamics 365 Sales
• In-app marketing

Set up and configure Dynamics 365 Sales

Dynamics 365 Sales helps salespeople build strong relationships with their customers, act based on insights, and close sales faster. It also helps to track accounts and contacts, nurture sales from lead to order, and create sales collateral. This module introduces the Dynamics 365 Sales application and explains how to set up the application.

• Set up and configure the application
• Use customization options
• Document management
• Set up security roles
• Configure Copilot in Sales
• Set up and activate the Sales qualification agent

Manage leads with Dynamics 365 Sales

The lead management capabilities in Microsoft Dynamics 365 let you connect with your customers in a whole new way. This module provides an overview of what leads are, and describes the different options for creating leads, managing them, and working with them throughout their lifecycle. It also provides information about qualifying and disqualifying leads. The more leads you have, the greater your chances of getting opportunities and successfully closing deals.

• Dynamics 365 leads overview
• Create Dynamics 365 leads
• Lead management lifecycle
• Lead qualification
• Use Copilot with leads
• Use the Sales Qualification agent
• Qualify leads with the Sales Qualification agent
• Exercise - Work with Dynamics 365 leads
• Lead data management tools

Manage opportunities with Dynamics 365 Sales

The opportunity management capabilities in Microsoft Dynamics 365 make it easy to manage opportunities and convert more leads. In this module, you'll learn how and when opportunities are used and managed in Dynamics 365. You'll also learn about the options for creating opportunities, their relationships with other records, and how to manage them throughout their lifecycle. By providing a complete view of the customer, Dynamics 365 helps you win more deals.

• Dynamics 365 opportunity overview
• Create Dynamics 365 opportunities
• Account and team selling
• Opportunity management lifecycle
• Use the Opportunity Research Agent
• Use Copilot with opportunities
• Exercise - Manage opportunities in Dynamics 365

Manage and organize your product catalog with Dynamics 365 Sales

Microsoft Dynamics 365 helps organize and manage even the most complex product catalog to support your customers in customer engagement scenarios (for example, sales and column service). In this module, you learn how to define products, families, and bundles, take advantage of product properties, and define price lists. You also learn about pricing options for increased consistency and efficiency.

• Dynamics 365 product catalog overview
• Currencies and currency management
• Define products
• Product families
• Price lists
• Product catalog settings
• Exercise - Set up the product catalog

Process sales orders with Dynamics 365 Sales

You might sell different items using different processes. However, you must set up at least one sales process in Microsoft Dynamics 365 Sales. But you can set up other processes to match how your business works. Use sales order processing to automate your organization. Create and manage orders and support different sales processes such as creating and managing quotes, and working with orders, and invoices.

• Sales order processing overview
• Quotes and quote management
• Orders and invoices
• Exercise - Sales order processing lifecycle

Configure forecasts in Dynamics 365 Sales

Do you need to anticipate future demand, identify problems and opportunities, and improve overall growth performance? Configure forecasts in Dynamics 365 Sales to meet customer needs, minimize waste, reduce costs, and improve performance.

• Build forecasts
• Manage forecasts
• Configure advanced features
• Premium features

Manage relationships with relationship selling in Dynamics 365 Sales

Selling today is about building long-standing relationships with customers. Customers should see you as a trusted advisor to whom they can turn when they need guidance. Building relationships is about knowing who your customers are, what they need, and when to engage with them. Microsoft Social Engagement and LinkedIn Sales Navigator are examples of applications that you can integrate with Dynamics 365 to build these relationships. Additionally, knowing which sales play to execute based on specific situations and understanding the overall health of a customer's relationship with your organization can help to increase your volume and quantity of sales.

• Sales accelerator
• Manage relationship health with Sales Insights
• Sales Navigator

Analyze Dynamics 365 sales data

Microsoft Dynamics 365 has multiple analytical options to help organizations drive business decisions that are based on past sales numbers and trends. For example, organizations can define custom views that show specific types of data, use charts to drill into more details about different sales-related records, or even analyze data by using external tools like Microsoft Excel and Microsoft Power BI.

• Analytical options overview
• Search tools
• Out-of-box tools
• Power BI
• Exercise - Analyze data

Set up Sales accelerator in Dynamics 365 Sales

The Sales accelerator in Dynamics 365 Sales provides sellers with a tailored experience that helps them minimize the time that they need to spend identifying which customer to reach out to next. The system gathers information from multiple sources so that sellers can focus on how to best approach their customers. With the Sales accelerator, sellers can sell smartly by building a strong and prioritized pipeline, offering context, and showing automated recommendations throughout a sales sequence that helps accelerate the sales process.

• Set up Sales accelerator
• Manage record types and forms
• Customize the Sales accelerator workspace
• Manage filter options
• Manage sorting options
• Add the Up next widget to forms
• Sales acceleration reporting

Create sales sequences with Sales Insights

Salespeople engage with multiple customers every single day. They're responsible to qualify leads, nurture opportunities and to do so they need to be laser focused and act effectively in a timely manner. Sales organizations continuously invest in ongoing training and coaching so that salespeople are familiar with best practices and operate according to the business processes recommended in their organization. Sequences help sellers align to these processes by following a predefined set of consecutive actions reflecting their sales organization best practices. In this module, you learn how to create and manage sequences for your organization. The following tutorials help you get started with creating a basic sequence, connecting it to a record, modifying it, and so forth.

• Get started with the work list
• Tutorial 1 - Build a sales sequence
• Tutorial 2 - Connect sequence to a record
• Tutorial 3 - Disconnect sequence from record
• Tutorial 4 - Editing sales sequence

Work with segments in Dynamics 365 Sales accelerator

In Dynamics 365 Sales accelerator, a segment is a collection of records that are grouped together based on certain conditions, such as location, deal value, language, and product. You can use segments to automatically connect records to sequences and create assignment rules to automatically assign sellers to records.

• Create and activate a segment
• Connect a segment to a sequence
• View details of a segment
• Manage segments

Work with assignment rules in Dynamics 365 Sales accelerator

To assist organizations with assigning records, Dynamics 365 Sales includes an assignment rules feature. Organizations can use assignment rules to have new leads and opportunities automatically assigned to sellers or sales teams. This approach helps reduce the amount of time and effort that’s required to manually assign records, prevent the loss of unassigned records, and balance assignments among sellers.

• Assignment overview
• Define users
• Manage seller attributes in assignment rules
• Create and activate assignment rules
• Manage assignment rules
• View and manage unassigned records

Engage with customers through text messages in Dynamics 365 Sales

Sending and receiving text messages is an effective way for sellers to reach out to potential customers. Text messages are fast, convenient, and allow for quick responses. Additionally, using text messaging makes it easier for sellers to stay in touch with their customers by quickly responding to questions or concerns and providing updates and information on products and services. With Dynamics 365 Sales, sellers can engage with customers through the text message feature.

• Set up the text messaging provider
• Edit phone numbers
• Add a text message option to custom forms
• Manage text message conversations

Define and track individual goals in Dynamics 365 Sales and Customer Service

Define and track your customer service related goals including identifying metrics.

• Defining individual goals
• Parent and child goals
• Exercise - Measuring customer success using goals

Use goal metrics in Dynamics 365 Sales and Customer Service

Identify customer service metrics, creating goal metrics, and work with roll-up columns and queries.

• Fiscal year settings
• Goal metrics
• Exercise - Defining goal metrics

Use Microsoft 365 services with model-driven apps and Microsoft Dataverse

Microsoft 365 services, such as SharePoint and Microsoft Exchange, can help fill areas where model-driven apps don't have the tools necessary to help meet your specific needs.

• Set up mailboxes
• Server-side sync
• Document management options
• Document management
• Deploy the app for Outlook
• Set up Dynamics 365 App for Outlook
• Integrate with Microsoft Teams

Get started with the Dynamics 365 Sales mobile app

The Dynamics 365 Sales mobile app helps sellers build better relationships with their customers and be more productive.

• Deploy the mobile app
• Use the mobile app
• Manage records
• Customize form views
• Set up push notifications

Boost sales performance with Sales in Microsoft 365 Copilot

Sales in Microsoft 365 Copilot is an AI assistant designed for sellers and sales teams, aiming to enhance their efficiency. It enables sellers to maximize productivity and advance customer relationships, ultimately leading to increased deal closures. Copilot for Sales connects to Salesforce Sales Cloud and Microsoft Dynamics 365 Sales to bring sales insight and next-generation AI into the tools they use daily like Microsoft Outlook, Microsoft Teams, and other Microsoft 365 apps. Copilot for Sales also includes Copilot for Microsoft 365, helping organizations benefit more broadly from productivity enhancements across their workflows.

• View and update CRM data in the flow of work
• Use AI to supercharge sales communication
• Drive AI-powered sales meetings
• Use collaboration spaces for sales teams
• Customize Sales in Microsoft 365 Copilot

Deploy and configure Sales in Microsoft 365 Copilot

In this module, we walk through the different components used to deploy and configure the Sales in Microsoft 365 Copilot, including the high-level architecture, deploying to different clients, customizing Copilot for Sales, deploying AI features, configuration options, and extendable options.

• Sales in Microsoft 365 Copilot architecture
• Install the Sales in Microsoft 365 Copilot in Outlook
• Customize forms and fields
• Turn on Copilot AI features
• Configure for Microsoft 365 Apps
• Extend the Sales in Microsoft 365 Copilot