Boost seller productivity with conversation insights inside Dynamics 365 Sales


This content is archived and is not being updated. For the latest documentation, see Microsoft Dynamics 365 product documentation. For the latest release plans, see Dynamics 365 and Microsoft Power Platform release plans.

Enabled for Public preview General availability
Admins, makers, or analysts, automatically This feature is released. Apr 1, 2020 -

Business value

Sellers spend an average of 8 minutes after every customer call summarizing what they learned and the next steps. Often these learnings are not captured within Dynamics 365 Sales. When multiple sellers are jointly working on a shared opportunity, it is critical that everyone has exposure to all customer conversations.

In 2020 release wave 1, a complete call summary including action items, topics discussed, and call playback, are available directly within Dynamics 365 Sales phone call activity logs. Capturing these learnings automatically with Conversational Intelligence enables a seller to focus their time on customer needs. Additionally, sales enablement managers can create sales guidance and insights for sellers using Sales Studio.

Feature details

  • Easy access to conversations: View call summary within Dynamics 365 Sales phone call activity including playback, transcript, action items, topics, keywords, brand mentions, conversation KPIs, and sentiment analyses.
  • Access to conversational insights and highlights: Easily view playback, keywords, sentiment, compete mentions, conversational KPIs, and action items.
  • Create the next best actions and highlighted information: Conversational data available within Dynamics 365 Sales is easily accessible via Dynamics 365 Assistant Studio.

See also

View Call Insights tab in Sales Hub app (docs)