Understand how Dynamics 365 Sales supports a modern, AI-assisted sales process.
Sales teams manage a continuous flow of leads, opportunities, customer interactions, and follow-up activities.
This course introduces the sales capabilities within Microsoft Dynamics 365 and demonstrates how AI, automation, and Microsoft 365 integration help sales professionals manage customer relationships, improve pipeline visibility, and complete routine sales activities more efficiently.
- Why get trained: Learn how Dynamics 365 Sales manages leads, opportunities, customer accounts, sales activities, customer engagement, AI-assisted selling, and personalized customer journeys using Dynamics 365 Customer Insights and Microsoft 365.
- Why it matters: Sales organizations need accurate customer information, consistent sales processes, and timely insights to respond to opportunities quickly. Dynamics 365 brings customer data, collaboration, workflow automation, and AI together in a single platform, helping teams spend less time on administration and more time engaging customers.
- Who should attend: Sales professionals, sales managers, business users, customer relationship managers, business analysts, functional consultants, CRM administrators, and professionals evaluating Microsoft Dynamics 365 Sales for their organization.
Understand the capabilities of Dynamics 365 Sales and identify practical ways to improve customer engagement, streamline sales activities, and support a more consistent sales process. HRD Corp Claimable.
Overview
This course will teach you how to enhance and automate business processes using customer engagement apps for Dynamics 365, while incorporating native interconnectivity with Microsoft 365.
You will also learn to unify profiles, tailor personalized customer journeys with AI-assisted Dynamics 365 Customer Insights, and improve selling efficiency through AI-driven Sales features within Dynamics 365 Sales.
Skills Covered
After completing this module, you’re 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.
- Describe the AI assistance features and their use.
Prerequisites
None
Target Audience
This course is designed for professionals who aim to enhance and automate business processes using Dynamics 365 customer engagement apps, while leveraging native interconnectivity with Microsoft 365.
It is ideal for those looking to unify profiles, create personalized customer journeys with AI-assisted Dynamics 365 Customer Insights, and improve selling efficiency through AI-driven Sales features.
That includes:
- Business Owner
- Business User
- Functional Consultant
- Student
Module 1: Describe the Foundations of Dynamics 365 Customer Engagement Apps
- Explore Dynamics 365 customer engagement apps to understand their features, integration capabilities, and tools for better customer interaction
- 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
- Module assessment
Module 2: Explore Lead Generation in Dynamics 365
- Explore lead generation and nurturing capabilities in Dynamics 365 Customer Insights – Journeys, including segments, emails, forms, journeys, and event management
- 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
- Knowledge check
Module 3: Explore Lead Qualification in Dynamics 365
- Explore how Dynamics 365 Sales supports lead qualification, AI-assisted prospecting, and seller productivity with the Sales Qualification Agent, work list, sequences, Copilot, and LinkedIn Sales Navigator
- 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
- Knowledge check
Module 4: Identify Customer Needs and Explore Relationships in Dynamics 365
- Explore how AI-powered capabilities in Dynamics 365 Sales help sellers identify customer needs, communicate with stakeholders consistently, and keep every deal moving at the right pace using the Sales Close Agent, Sales Research Agent, Copilot in Microsoft 365, the Focused View, and Microsoft Teams
- 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
- Module assessment
Module 5: Explore How to Negotiate Deal Terms and Address Objections in Dynamics 365 Sales
- Examine how Dynamics 365 Sales and its integrated AI tools support sellers through the negotiation phase, including Copilot opportunity scoring, the product catalog, the Sales Close Agent, the Sales Research Agent, and Microsoft 365 Copilot
- 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
- Module assessment
Module 6: Describe How to Close Customer Deals in Dynamics 365
- Explore how Dynamics 365 Sales AI agents and Microsoft 365 Copilot support sellers during the critical closing phase of the sales process through deal intelligence, automated coordination, risk monitoring, and team collaboration
- Describe the use of the Sales Close Research Agent in closing
- Describe the use of the Sales Close Agent in Engage mode
- Describe the use of the Sales Research Agent in closing
- Describe the use of Sales in Microsoft 365 Copilot in closing
- Review the sales close process in Dynamics 365 with AI assistance
- Module assessment
Module 7: Describe Sales Account Management in Dynamics 365
- Explore sales account management capabilities in Dynamics 365, including Customer Insights – Data, unified customer profiles, measures, segments, predictions, and how Copilot and the Sales Research Agent support proactive account management
- 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
- Module assessment
Module 8: Explore Forecasting, Pipeline Management, and Analytics in Dynamics 365 Sales
- Explore the forecasting and analytics capabilities of Dynamics 365 Sales, including pipeline management, Relationship Intelligence, AI agents, and Copilot-driven insights
- Describe forecasting in Dynamics 365
- 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
- Module assessment
Module 9: Describe Shared Capabilities in Dynamics 365 Customer Engagement Apps
- Examine integration, AI-driven tools, and customization features for tailoring Dynamics 365 customer engagement apps to business requirements
- Describe the options for tailoring customer engagement apps to meet business needs
- Enhance customer engagement apps with Microsoft Power Platform integration
- Describe reporting capabilities, including charts, dashboards, and views
- Describe Microsoft 365 integrations
- Describe the capabilities of Copilot in customer engagement apps
- Describe autonomous agents in Dynamics 365
Exam & Certification
Note:Â There is no exam directly associated with this course. However, Microsoft offers an extensive portfolio of industry-recognized certifications that can help you stand out as a tech professional in 2026 and beyond. Achieving Microsoft certification is one of the most effective ways to validate your skills and accelerate your career.
With our expert-led training, you’ll be prepared to:
- Master in-demand capabilities across Cloud, Data & AI, and Cybersecurity — areas driving global digital transformation.
- Prove your expertise with a globally respected credential recognized by employers worldwide.
- Advance your career by enhancing your credibility, increasing your earning potential, and opening doors to new opportunities.
Explore our full range of Microsoft certifications and start building the skills that matter today.
Training & Certification Guide
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