Discover how Dynamics 365 customer engagement apps—Sales, Customer Service, Contact Center, Customer Insights, and Field Service—work together to deliver exceptional customer experiences. Explore how AI features like Copilot, AI agents, and the Dynamics 365 AI Hub help your teams work smarter, respond faster, and build stronger customer relationships.
This module explains the following concepts:
- How Dynamics 365 customer engagement apps work together to support end-to-end customer experiences
- How Copilot and AI agents help sellers, customer service representatives, and field technicians work more effectively
- How Microsoft approaches responsible AI and what that means for your data and your customers
Learn how Dynamics 365 Sales combines AI agents, Copilot, and automation to power every stage of the sales process.
This module explains the following concepts:
- How Dynamics 365 Sales uses AI agents and Copilot to power the sales process.
- The different product offerings in Dynamics 365 Sales and how to design an AI-driven sales strategy.
- Core elements of the application, how to navigate within it, and how to access Copilot and agents.
- Management of customers in the application, and how to engage with them using agents.
- How Copilot features help sellers stay productive and informed.
- How autonomous agents automate key sales tasks from lead qualification to opportunity management.
Learn how to configure Dynamics 365 Sales for your organization—including AI-powered features like Copilot, predictive scoring, conversational intelligence, and AI agents. Explore the Dynamics 365 AI Hub to set up prerequisites, manage agents, and monitor performance so your sellers can prioritize their pipeline and close deals faster.
In this module, you'll:
- Learn about the key features of Dynamics 365 Sales and how it can help your organization.
- Configure key settings that organizations should customize when setting up the application.
- Set up the included security roles for sales users.
- Use the Dynamics 365 AI Hub to enable AI agents and Copilot features for your sales team.

Syllabus

Transform customer experiences with AI in Dynamics 365 apps
- Introduction
- Dynamics 365 customer experience apps in an organization’s journey
- Work with the other Dynamics 365 apps as part of a customer engagement solution
- Explore AI components in Dynamics 365 apps
- Use AI responsibly with Dynamics 365
- Module assessment
- Summary
Discover Dynamics 365 Sales as an AI-powered sales solution
- Introduction
- Design an AI-driven sales strategy
- Navigate in Dynamics 365 Sales
- Manage customers
- Copilot in Dynamics 365 Sales
- Use agents in Dynamics 365 Sales
- Module assessment
- Summary
Set up and configure Dynamics 365 Sales
- Introduction
- Prepare for your Dynamics 365 Sales deployment
- Set up security roles
- Set up and configure the application
- Configure collaboration features
- Configure Copilot in Sales
- Set up AI features in the Dynamics 365 AI Hub
- Configure intelligence features
- Configure the sales accelerator
- Module assessment
- Summary