Introduction to sales in Dynamics 365 Training in Greece

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.

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.

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

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.

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