Google, IBM & Meta Certificates — All 10,000+ Courses at 40% Off
One annual plan covers every course and certificate on Coursera. 40% off for a limited time.
Get Full Access
- 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.
- Configure lead management in Dynamics 365 Sales to capture, nurture, and prioritize leads. Explore lead creation methods including integration with Customer Insights, configure predictive lead scoring, and use Copilot to surface insights that help sellers focus on the right leads.
After completing this module, you will be able to:
- Describe what a lead is and how leads are generated in Dynamics 365 Sales
- Explore the lead form and configure lead management settings
- Explain how predictive lead scoring helps prioritize leads
- Describe how Copilot assists sellers when working with leads
- Learn how to manage the full opportunity lifecycle in Dynamics 365 Sales — from creation through closure — and process quotes, orders, and invoices. Discover how Copilot assists sellers with insights and meeting preparation.
By the end of this module, you'll be able to:
- Create opportunities and manage them through their lifecycle
- Add products to opportunities and configure pricing
- Process quotes, orders, and invoices from opportunities
- Describe how Copilot assists sellers when working with opportunities
- Learn how to set up and manage the product catalog in Dynamics 365 Sales, including products, families, bundles, price lists, and catalog settings.
This module explains how to:
- Describe the components of the Dynamics 365 product catalog and how they work together
- Define products, product families, and product bundles for your organization
- Configure price lists and discount lists to support different pricing scenarios
- Manage product lifecycle states and catalog settings to optimize the seller experience
- 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.
In this module, you will:
- Define quote records for opportunity records
- Work a quote through its entire lifecycle
- Add and revise quote product line items
- Deliver quotes to customers
- Learn to configure forecasts in Dynamics 365 Sales.
This module explains the following concepts:
- Configuration of forecasts based on specific needs.
- Available forecast management and advanced configuration options.
- Available premium forecasting features.
- Learn how to manage relationships with Dynamics 365 Sales.
This module explains how to:
- Discover best practices
- Manage relationship health with Sales Insights
- Recognize features of Sales Navigator
- 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.
In this module, you'll:
- Review analytical options
- Describe searching tools
- Utilize Power BI to view data
- Analyze data
