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.
Who Should Attend?
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.
1 - Describe the Foundations of Dynamics 365 Customer Engagement Apps
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
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
2 - Explore Lead Generation in Dynamics 365
Describe use cases for Customer Insights - Journeys
Describe lead generation and nurturing
Describe segments
Describe marketing email
Describe forms
Describe journeys
Simulation: Create a customer journey
Describe event management
3 - Explore Lead Qualification in Dynamics 365
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
Explore the Sales mobile app
Describe LinkedIn Sales Navigator
Describe the full AI-assisted lead qualification process
4 - Identify Customer Needs and Explore Relationships in Dynamics 365
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
5 - Explore How to Negotiate Deal Terms and Address Objections in Dynamics 365 Sales
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
6 - Describe How to Close Customer Deals in Dynamics 365
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
7 - Describe Sales Account Management in Dynamics 365
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
8 - Explore Forecasting, Pipeline Management, and Analytics in Dynamics 365 Sales
Describe forecasting in Dynamics 365 Sales
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
Module assessment
9 - Describe Shared Capabilities in Dynamics 365 Customer Engagement Apps
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
Module assessment
