- Learn the essentials of Dynamics 365's customer engagement apps. Navigate features, integrate solutions, and boost customer interactions with AI insights.
After completing this module, you'll be able to:
- Describe what the different customer engagement applications are and how they work.
- Describe how different applications can be used together as part of a broader solution.
- Navigate the different Dynamics 365 customer engagement applications.
- Manage and create activities with the Timeline functionality.
- Describe capabilities of Copilot and the importance of prompting in Dynamics 365.
- Learn how to use Dynamics 365 Customer Insights - Journeys to generate and nurture leads with segments, emails, forms, journeys, and events.
After completing this module, you'll be able to:
- Describe practical lead-generation use cases for Customer Insights - Journeys.
- Describe lead generation and nurturing with Customer Insights - Journeys.
- Explain how lead generation and nurturing work together across journeys, segments, emails, forms, and events.
- Differentiate journey types (trigger-based versus segment-based) and understand when to use each.
- Describe how Copilot supports marketers and business users across segments, journeys, emails, and data entry workflows.
- Learn how to use Dynamics 365 Sales to qualify leads, prioritize prospects with AI, and convert leads into opportunities using the Sales Qualification Agent, work list, sequences, and LinkedIn Sales Navigator.
After completing this module, you'll be able to:
- Describe the lead-to-opportunity process in Dynamics 365 Sales.
- Explain how AI features such as predictive lead scoring and Copilot assist with prospecting.
- Describe how the work list and sequences organize daily seller activities.
- Explain how the Sales Qualification Agent automates early lead qualification.
- Describe how the Sales Research Agent enriches lead and account records.
- Explain how Sales in Microsoft 365 Copilot extends CRM intelligence into Teams and Outlook.
- Describe the Dynamics 365 Sales mobile app and LinkedIn Sales Navigator capabilities.
- Explore how AI-powered capabilities in Dynamics 365 Sales help sellers identify customer needs and keep deals moving.
After completing this module, you'll be able to:
- Describe the Sales Close Agent and explain how its Research and Engage modes support different stages of the opportunity lifecycle.
- Explain how the Sales Close Agent – Engage communicates with customers autonomously and how sellers and the agent share responsibility.
- Describe how sellers receive notifications when the agent requires human input and how to act on escalated records using the dedicated agent views.
- Describe the Opportunities from Sales Close Agent – Engage view and the agent insights dashboard.
- Explain how the Sales Close Agent – Research gathers stakeholder, competitive, and market intelligence to strengthen deal outcomes.
- Describe how the Sales Research Agent suggests talking points and creates personalized outreach using recent news, social signals, and relationship health history.
- Explain how Copilot in Microsoft 365 supports engagement through personalized emails, meeting summaries, and follow-up suggestions.
- Describe how the Focused View integrates with agent activity to guide sellers' daily priorities.
- Explain how Microsoft Teams supports internal collaboration to advance complex deals.
- This module examines how Dynamics 365 Sales and its integrated AI tools support sellers through negotiation and objection handling, including Copilot, the product catalog, the Sales Close Agent, the Sales Research Agent, and Microsoft 365 Copilot.
After you complete this module, you'll be able to:
- Describe how Copilot in Dynamics 365 Sales uses opportunity scoring and prioritization to guide sellers during the negotiation phase.
- Explain how the product catalog, price lists, discounts, and automated pricing calculations work together to support accurate proposal building.
- Describe how the Sales Close Agent uses sentiment analysis and recommended tactics to address customer objections and advance stalled negotiations.
- Explain how the Sales Research Agent provides competitor pricing, industry benchmarks, and market data to strengthen negotiation strategies.
- Describe how Microsoft 365 Copilot supports negotiation through pricing insights, historical deal analysis in Excel, and proposal drafting in Word.
- Learn how Dynamics 365 Sales AI tools support sellers during the closing phase with research agents, automated coordination, sentiment monitoring, and Microsoft 365 Copilot collaboration.
After completing this module, you'll be able to:
- Describe how the Sales Close Research Agent uses buyer profile data and recent activity to suggest targeted talking points that accelerate the closing process.
- Explain how the Sales Close Agent in Engage mode coordinates follow-ups, schedules meetings, sets reminders, and suggests next best actions to keep deals on track toward a timely close.
- Describe how the Sales Research Agent monitors buyer sentiment and organizational changes that could affect deal timing and outcome.
- Explain how Sales in Microsoft 365 Copilot supports closing through Teams account summaries, relationship insights, and AI-generated next step suggestions.
- This module introduces you to sales account management capabilities in Dynamics 365, including Customer Insights – Data, Copilot in Sales, and the Sales Research Agent.
After completing this module, you'll be able to:
Describe the use cases of Customer Insights - Data.
Explain unified customer profile.
Describe measures, segments, and predictions.
Describe risk prediction.
Describe consuming Customer Insights – Data in other applications such as Customer Insights - Journeys.
Describe Copilot in Sales as part of account management.
Describe the use of the Sales Research Agent in account management.
- This module explores the forecasting and analytics capabilities of Dynamics 365 Sales, including pipeline management, Relationship Intelligence, AI agents, and Copilot-driven insights.
After completing this module, you'll be able to:
Describe how forecasting works in Dynamics 365 Sales and how sellers and managers use it.
Explain how pipeline management tools provide visibility into deal health and stage progression.
Describe Relationship Intelligence and analytics, including its features and premium licensing requirements.
Describe how to monitor AI agents in Dynamics 365 Sales and where to find resources for deeper learning.
Explain how Copilot in Sales supports forecasting through predictive forecasting, pipeline health insights, and anomaly detection.
Describe how the Sales Qualification Agent contributes to pipeline accuracy by ensuring only qualified leads progress.
Describe how the Sales Close Agent improves forecast accuracy with win probability scores and expected close date insights.
- Learn how Dynamics 365 integrates with Microsoft 365 apps, leverages Power Platform, and uses AI solutions like Copilot for enhanced productivity.
After completing this module, you will be able to:
- Describe the options for tailoring Dynamics 365 customer engagement applications.
- Describe how to enhance Dynamics 365 apps using Microsoft Power Platform.
- Explain the reporting capabilities available.
- Describe the different Microsoft 365 integrations available.
- Describe capabilities of Copilot in the Dynamics 365 customer engagement apps.
- Describe autonomous agents in Dynamics 365 customer engagement apps.
