What Can You Achieve with This Training?

Learn how to use Dynamics 365 customer engagement apps to improve sales processes and customer relationship management.
Explore lead generation and personalised customer journeys with Dynamics 365 Customer Insights – Journeys.
Understand how Dynamics 365 Sales and AI-powered agents support lead qualification, opportunity management, and deal closure.
Discover collaboration capabilities through Microsoft 365 Copilot and Microsoft Teams integration.
Learn how Customer Insights – Data supports unified customer profiles, churn risk assessment, and Customer Lifetime Value (CLV) analysis.
Become familiar with sales forecasting, pipeline management, and analytics supported by AI-driven insights.

The Introduction to Sales in Dynamics 365 Training introduces professionals to Microsoft Dynamics 365 customer engagement applications and explains how these solutions can improve, connect, and automate sales and customer relationship processes.

The course focuses on the native integration between Dynamics 365 and Microsoft 365, alongside the growing role of AI-powered capabilities in customer engagement.

Participants explore how customer information can be unified, how personalised customer journeys are developed, and how Copilot and AI agents can support activities throughout the sales lifecycle.

The programme begins with the core features of Dynamics 365 Customer Engagement applications, including navigation, security, communication tools, and AI-assisted capabilities.

It then introduces Dynamics 365 Customer Insights – Journeys, covering lead generation, customer segmentation, marketing emails, forms, and customer journey management.

The Dynamics 365 Sales modules focus on qualifying leads, converting leads into opportunities, using Sales Accelerator, and applying AI-supported prospecting and sales research tools.

Participants also examine how AI can support identifying customer needs, developing relationships, negotiating deal terms, handling objections, and closing sales opportunities.

The course introduces Dynamics 365 Customer Insights – Data for unifying customer profiles and analysing measures, segments, predictions, churn risk, and Customer Lifetime Value (CLV).

Later modules address sales forecasting, pipeline management, Relationship Intelligence, reporting, Microsoft Power Platform integration, and autonomous AI agents.

Throughout the training, hands-on exercises, simulations, module assessments, and knowledge checks help learners connect product features with practical customer engagement and sales scenarios.

For corporate groups, we can organize this training as an on-site private group.

Prerequisites

There are no specific prerequisites for attending this course.

The programme is suitable for professionals who want to learn about Dynamics 365 customer engagement applications and AI-supported sales processes.

Who Should Attend

This course is designed for professionals who want to improve and automate business processes using Dynamics 365 customer engagement applications.

It is particularly suitable for:

Professionals interested in improving sales processes through Dynamics 365
Individuals who want to use Microsoft 365 integration to support customer interactions
Participants interested in unified customer profiles and customer data analysis
Professionals exploring personalised customer journeys with Dynamics 365 Customer Insights
Individuals seeking to improve selling efficiency using AI-driven Dynamics 365 Sales features

What You Will Learn

By the end of this course, participants will be able to:

Describe the foundations and core features of Dynamics 365 Customer Engagement applications.
Recognise navigation, security, and communication features within customer engagement apps.
Understand AI-assisted capabilities such as Copilot Chat, form filling assistance, and communications assistance.
Explain lead generation and nurturing with Dynamics 365 Customer Insights – Journeys.
Understand how segments, marketing emails, forms, and customer journeys support customer engagement.
Analyse the lead qualification and lead-to-opportunity process in Dynamics 365 Sales.
Recognise the use of Sales Accelerator Work List, sequences, and AI-assisted prospecting.
Explain the roles of Sales Qualification Agent, Sales Research Agent, and Sales Close Agent.
Understand how Microsoft 365 Copilot and Microsoft Teams support customer engagement and collaboration.
Explore AI-assisted approaches to identifying customer needs, negotiating terms, and handling objections.
Describe how Dynamics 365 Sales AI agents and Microsoft 365 Copilot can support deal closure.
Understand unified customer profiles, measures, segments, and predictions in Customer Insights – Data.
Evaluate concepts such as churn risk prediction and Customer Lifetime Value (CLV).
Recognise the capabilities of sales forecasting, pipeline management, and Relationship Intelligence.
Explain the role of Microsoft Power Platform and Microsoft 365 integrations in customer engagement.
Understand how autonomous AI agents can support Dynamics 365 sales and customer engagement processes.

Training Outline

1. Foundations of Dynamics 365 Customer Engagement Apps

This module introduces the core structure, navigation, security, and AI-assisted tools available in Dynamics 365 customer engagement applications.

Overview of customer engagement apps and their key features
Integration capabilities and tools for customer interaction
Navigation within customer engagement apps
The Timeline feature
Security in customer engagement apps
AI Form Filling Assistant
Communications Assistant
Copilot Chat prompting
Exercise: Navigate Dynamics 365 apps

2. Lead Generation in Dynamics 365

This module focuses on acquiring and nurturing leads using Dynamics 365 Customer Insights – Journeys.

Use cases for Customer Insights – Journeys
Lead generation and nurturing
Segments, marketing emails, and forms
Customer journeys and event management
Exercise: Build and use a lead nurturing journey template
Simulation: Create a customer journey

3. Lead Qualification in Dynamics 365

This module explores how leads are evaluated and developed into sales opportunities.

Use cases for Dynamics 365 Sales
The lead-to-opportunity process
AI in sales prospecting
Work List and Sequences
Sales Qualification Agent and Sales Research Agent
Copilot and LinkedIn Sales Navigator
Exercise: Work with the Sales Accelerator Work List

4. Identifying Customer Needs and Exploring Relationships

This module examines how AI-supported tools help sales professionals understand customer needs and strengthen relationships.

Sales Close Agent and Sales Research Agent
AI agents for pipeline analysis, lead qualification, and opportunity engagement
Copilot in Microsoft 365 for customer engagement
Focused View in the sales process
Collaboration with Microsoft Teams

5. Negotiating Deal Terms and Addressing Objections

This module introduces AI-assisted capabilities for evaluating deal terms and managing objections during sales negotiations.

Copilot in sales and negotiation
The product catalog in Dynamics 365 Sales
Sales Close Agent and Sales Research Agent in negotiation
Microsoft 365 Copilot in negotiation
The AI-assisted deal negotiation process

6. Closing Customer Deals in Dynamics 365

This module explores how AI agents and Copilot support the final stages of the sales process.

Sales Close Research Agent in closing
Sales Close Agent in Engage mode
Sales Research Agent in closing
Sales in Microsoft 365 Copilot in closing
Reviewing the sales close process with AI assistance

7. Sales Account Management in Dynamics 365

This module focuses on unified customer data, customer analytics, and AI-assisted account management.

Core capabilities of Dynamics 365 Customer Insights – Data
Unified customer profiles
Measures, segments, and predictions
Churn risk prediction and Customer Lifetime Value (CLV)
Using Customer Insights – Data in other applications
Copilot in Sales for account management
Sales Research Agent in account management

8. Forecasting, Pipeline Management, and Analytics

This module covers sales performance monitoring, forecasting, and AI-supported pipeline analysis.

Forecasting in Dynamics 365 Sales
Pipeline management
Relationship Intelligence and analytics
Monitoring AI agents
Copilot in Sales for forecasting and reporting
Sales Qualification Agent and Sales Close Agent in forecasting and reporting
Exercise: Experience the supervisor workflow

9. Shared Capabilities in Dynamics 365 Customer Engagement Apps

This module explores common features for tailoring, integrating, and reporting within Dynamics 365 customer engagement applications.

Tailoring customer engagement apps to business requirements
Microsoft Power Platform integration
Reporting with charts, dashboards, and views
Microsoft 365 integrations
Copilot capabilities in customer engagement apps
Autonomous agents in Dynamics 365

Why Choose Us

Leading UK-based global training provider since 1995.

Experience Introduction to sales in Dynamics 365 in United Arab Emirates through Bilginç IT Academy's live and interactive virtual classroom environment. Join a Public course as an individual delegate or arrange a dedicated Private / In-house online training program exclusively for your organization.

Delivery Method: Online Instructor-Led
Participation Model: Public / Private (In-house)
Live and Interactive Training: Connect with your instructor in real time and actively participate through discussions, Q&A sessions, practical exercises, and group activities.
Flexible Participation: Join the training from your home, office, or any location with a suitable internet connection.
Expert Trainer Network: Learn from experienced trainers with strong industry backgrounds and practical field expertise.
Over 30 Years of Training Expertise: Benefit from Bilginç IT Academy's professional training experience since 1995.
Worldwide Access: Join our live virtual classrooms from United Arab Emirates or anywhere else in the world, or arrange a dedicated online training program for your organization.

Experience Introduction to sales in Dynamics 365 through face-to-face Classroom Based training in United Arab Emirates. Training can be delivered as a Public course open to individual delegates or as a dedicated Private / In-house class for your organization.

Delivery Method: Classroom Based
Participation Model: Public / Private (In-house)
Face-to-Face Learning: Interact directly with your instructor and fellow delegates in an engaging classroom environment.
Experienced Trainers: Learn from specialists with extensive industry experience and practical real-world knowledge.
Professional Training Environment: Attend training in comfortable, well-equipped classrooms designed to support effective learning.
Practical Learning: Depending on the course, reinforce your knowledge through hands-on exercises, scenarios, case studies, and instructor-led activities.

Arrange Introduction to sales in Dynamics 365 in United Arab Emirates as a dedicated Onsite training program for your organization. Bilginç IT Academy trainers can deliver the training at your office or another location of your choice, with the program planned around your team's requirements and business objectives.

Delivery Method: Onsite
Participation Model: Private (In-house)
Training at Your Preferred Location: Organize the training at your company's office or another location selected by your organization.
Tailored Course Content: Adapt the training program to your projects, team structure, existing skill levels, and specific business requirements.
Team-Focused Learning: Develop your team around a shared knowledge base while strengthening internal collaboration and knowledge transfer.
Flexible Scheduling: Plan the training dates, location, and program according to your organization's operational requirements.
Worldwide Onsite Delivery: Arrange the training in United Arab Emirates or at another preferred location worldwide. Bilginç IT Academy trainers can travel to your selected location to deliver the dedicated training program.

Introduction to sales in Dynamics 365 Training in United Arab Emirates