Business Applications

AB-6003 : Introduction to sales in Dynamics 365

Course Duration

1 Day

Delivery

ILT/VILT

Overview

Overview Course Curriculum Training Schedule Exam & Certification FAQs

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.

What You'll Learn

Understand the core capabilities and business value of Microsoft Dynamics 365 customer engagement applications.
Explore how Dynamics 365 integrates with Microsoft 365 to streamline customer engagement and sales processes.
Generate, nurture, and qualify leads using Dynamics 365 Customer Insights – Journeys and Dynamics 365 Sales.
Leverage AI-powered features, including Microsoft Copilot and Dynamics 365 Sales agents, to improve seller productivity and customer engagement.
Identify customer needs and build stronger relationships using AI-driven insights and collaboration tools.
Manage sales opportunities, negotiate deals, and address customer objections with intelligent sales capabilities.
Close sales more effectively using deal intelligence, automated workflows, and collaborative tools.
Manage customer accounts with unified customer profiles, predictive insights, and proactive account management features.
Monitor sales performance through forecasting, pipeline management, relationship intelligence, and analytics.
Customize and extend Dynamics 365 customer engagement applications to meet organizational business requirements.
Utilize AI-assisted tools to create personalized customer journeys and enhance the overall customer experience.

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.

Prerequisites

A basic understanding of sales processes and customer relationship management (CRM) concepts.
Familiarity with Microsoft 365 applications such as Outlook, Microsoft Teams, and Excel.
Basic knowledge of business processes related to customer engagement, sales, or marketing.
An interest in learning how AI-powered capabilities can improve customer engagement and sales productivity.
No prior experience with Microsoft Dynamics 365 is required; however, a general understanding of cloud-based business applications is beneficial.

Learning Journey

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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.

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.

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.

Module 4: Identify customer needs and explore relationships in Dynamics 365

This module explores 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.

Module 5: Explore how to negotiate deal terms and address objections in Dynamics

This module examines 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.

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.

Module 7: Describe sales account management in Dynamics 365

This module introduces you to 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.

Module 8: Explore forecasting, pipeline management, and analytics in Dynamics 365 Sales

This module explores the forecasting and analytics capabilities of Dynamics 365 Sales, including pipeline management, Relationship Intelligence, AI agents, and Copilot-driven insights.

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.

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.

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Frequently Asked Questions (FAQs)

Why get Microsoft certified?

Microsoft certifications validate your skills and expertise in Microsoft technologies and solutions, demonstrating your ability to design, implement, and manage cutting-edge technologies.
These certifications are globally recognized and highly sought after by employers, as they signify your proficiency in using Microsoft products and services to drive innovation and solve business challenges.
Microsoft-certified professionals are in high demand, opening doors to new career opportunities and higher earning potential.
What to expect for the examination?

Microsoft certification exams are designed to assess your knowledge and skills in specific Microsoft technologies and solutions.
Exams typically consist of multiple-choice, multiple-select, and case study questions, and some may include lab simulations to evaluate your practical skills.
Note: Certification requirements and policies may be updated by Microsoft from time to time. We apologize for any discrepancies; do get in touch with us if you have any questions.
How long is Microsoft certification valid for?

Most Microsoft role-based and specialty certifications are valid for one year from the date of passing the exam.
To maintain your certification, you will need to renew it annually by passing a free online assessment on Microsoft Learn.
However, Microsoft Applied Skills credentials and Fundamentals certifications do not expire.
Note: Certification requirements and policies may be updated by Microsoft from time to time. We apologize for any discrepancies; do get in touch with us if you have any questions.
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