Describe the foundation 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
• 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

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
• Exercise – Build and use a lead nurturing journey template
• Simulation – Create a customer journey
• Describe event management

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
• 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

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

Explore how to negotiate deal terms and address objections in Dynamics 365 Sales

• Describe Copilot in sales and negotiation
  10 min
• 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

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

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 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

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
• Exercise – Experience the supervisor workflow

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

Questo corso AB-6003 – Introduction to sales in Dynamics 365 è rivolto a chi desidera esplorare le applicazioni Microsoft Dynamics 365 per il coinvolgimento dei clienti e comprendere come l’intelligenza artificiale possa supportare e ottimizzare l’intero ciclo di vendita.

È ideale per figure quali Business Owner, Business User e Functional Consultant che possiedono una conoscenza generale dei processi commerciali e del CRM, e che desiderano acquisire le competenze necessarie per sfruttare funzionalità basate sull’AI nella generazione e qualificazione dei lead, nella gestione delle relazioni, nella negoziazione delle trattative e nelle attività di previsione (forecasting).

La partecipazione al corso AB-6003 – Introduction to sales in Dynamics 365 non richiede prerequisiti.

Al termine del corso AB-6003 – Introduction to sales in Dynamics 365 gli allievi avranno compreso come le applicazioni di customer engagement e gli strumenti basati sull’intelligenza artificiale (come Copilot e i Sales Agent) possano ottimizzare l’intero processo di vendita e la gestione delle relazioni con i clienti. I partecipanti acquisiranno inoltre le competenze pratiche per gestire in modo efficace la generazione e la qualificazione dei lead, supportare la negoziazione delle trattative, monitorare la pipeline ed effettuare analisi e previsioni (forecasting) basate sui dati, migliorando in modo tangibile la produttività commerciale.

Lingua utilizzata nel corso/dal docente: Italiano
Il materiale didattico e l’ambiente di laboratorio sono in lingua Inglese

Il corso AB-6003 – Introduction to sales in Dynamics 365 include:

• documentazione didattica ufficiale Microsoft Learning accessibile via web, di durata illimitata;
• un ambiente di laboratorio con macchine virtuali accessibili online;
• un attestato di frequenza inviato via e-mail una settimana dopo il termine del corso.