Frequently asked questions for Sales Premium

Licenses and storage

What's the difference between Sales Premium and Sales Insights?

Sales Premium refers to the license and Sales Insights refers to the capabilities. The Sales Premium license includes both Sales Enterprise and Sales Insights capabilities. The basic Sales Insights capabilities are also available with the Sales Enterprise license. For a detailed comparison of the capabilities in each license, go to the Compare Dynamics 365 Sales plans section on the Pricing page.

Where can I find the comparison chart for Dynamics 365 Sales licenses?

The following license options are available for Dynamics 365 Sales:

  • Sales Premium
  • Sales Enterprise
  • Sales Professional

For a detailed comparison of capabilities available with each license, go to the Compare Dynamics 365 Sales plans section on the Pricing page.

After I installed Sales Insights, I see a spike in the data usage. How much storage data does Sales Insights need?

When you install Sales Insights, corresponding analytics tables are created for contacts, opportunities, leads, accounts, and activityparty tables. The storage requirement for these analytics tables is directly proportional to the amount of data in Dataverse. The tables are stored as files in the managed data lake and will be counted against your total file storage quota. For more information, see New Microsoft Dataverse storage capacity.


In which region is Sales Premium available?

Sales Premium is available in the following countries or regions:

  • Asia Pacific (APJ)
  • Canada (CAN)
  • Europe, the Middle East, and Africa (EMEA)
  • France (FRA)
  • Great Britain (GBR)
  • India (IND)
  • Japan (JPN)
  • North America (NAM)
  • Oceania (OCE)
  • South Africa (ZAF)
  • South America (SAM)
  • Switzerland (CHE)
  • United Arab Emirates (UAE)


Currently, Sales Premium is not available in the following datacenters— Germany, Korea, Norway, Government Community Cloud (GCC), including USG, Department of Defense (DoD), and China.

In which region are the features available?

Sales Premium features are available in the following countries or regions:

Assistant Yes Yes Yes Yes Yes Yes Yes Yes Yes Yes Yes Yes Yes
Auto capture Yes Yes Yes Yes Yes Yes Yes Yes Yes Yes Yes Yes Yes
Conversation intelligence Yes Yes Yes Yes Yes Yes Yes Yes Yes Yes Yes Yes Yes
Notes analysis Yes Yes Yes Yes Yes Yes Yes Yes Yes Yes Yes Yes Yes
Premium forecasting Yes Yes Yes Yes Yes No Yes Yes Yes No Yes Yes Yes
Predictive lead scoring Yes Yes Yes Yes Yes Yes Yes Yes Yes Yes Yes Yes Yes
Predictive opportunity scoring Yes Yes Yes Yes Yes Yes Yes Yes Yes Yes Yes Yes Yes
Relationship analytics Yes Yes Yes Yes Yes Yes Yes Yes Yes Yes Yes Yes Yes
Sales accelerator Yes Yes Yes Yes Yes Yes Yes Yes Yes Yes Yes Yes Yes
Who knows whom Yes Yes No Yes Yes No No No No Yes No No No

Which version of Exchange is supported for features in Sales Premium?

The Sales Premium features support the following versions of Exchange:

Feature Exchange Online Exchange Server 2013 and above Is Exchange required?
Relationship analytics and health Yes No No
Assistant Yes No No
Email engagement Yes Yes Yes
Who knows whom Yes No Yes


  • The assistant and relationship analytics can work without Exchange. However, the information displayed in relationship analytics will not contain Exchange data and the assistant will not display cards that are based on Exchange data.
  • For relationship analytics, support for Exchange Online is available only in North America (NAM) and Europe, the Middle East, and Africa (EMEA).
  • For who knows whom, the organization's Office 365 data location must be in one of the following locations and not in your region-specific datacenter location:
    • Global Geography 1 – EMEA (Austria, Finland, France, Ireland, Netherlands).
    • Global Geography 2 – Asia Pacific (Hong Kong, Japan, Malaysia, Singapore, South Korea).
    • Global Geography 3 – Americas (Brazil, Chile, United States).
      To learn more on datacenter locations, see Datacenter Locations.

What languages are supported now?

Sales Premium supports the following languages:

Feature Language supported
Assistant, Assistant studio, Auto capture, Email engagement, Predictive lead scoring, Predictive opportunity scoring, Premium forecasting, Relationship analytics, Sales accelerator, and Who knows whom Arabic, Basque, Bulgarian, Catalan, Chinese Simplified (PRC), Chinese Traditional (Hong Kong SAR), Chinese Traditional (Taiwan), Croatian, Czech, Danish, Dutch, English, Estonian, Finnish, French, Galician, German, Greek, Hebrew, Hindi, Hungarian, Indonesian, Italian, Japanese, Kazakh, Korean, Latvian, Lithuanian, Malay, Norwegian, Polish, Portuguese (Brazil), Portuguese (Portugal), Romanian, Russian, Serbian (Cyrillic), Serbian (Latin), Slovakian, Slovenian, Spanish, Swedish, Thai, Turkish, Ukrainian, and Vietnamese.
Notes analysis English, French, German, Italian, and Dutch for machine learning models.
Exchange insight cards in Assistant Only English - United States (en-US) for machine learning models.
Activity-content based Auto capture - For activity suggestions, the body of emails and meetings are analyzed in English, French, German, Italian, Dutch, and Norwegian.
Conversation intelligence Chinese Simplified (PRC), Dutch, English, French, German, Italian, Japanese, Portuguese, Portuguese (Brazil), Spanish, Hebrew, Danish, Swedish, Finnish, Norwegian, and Arabic.

To learn more, see Infrastructure availability PDF.

Where is my organization's data stored?

Depending on the region where your organization is hosted, data is stored in the following locations:

Region Primary Azure datacenter location Secondary Azure datacenter location
Asia Pacific (APJ) South East Asia (Singapore) East Asia (Hong Kong SAR)
Canada (CAN) Canada Central (Toronto) Canada East (Quebec City)
Europe, the Middle East, and Africa (EMEA) West Europe (Netherlands) North Europe (Ireland)
France (FRA) France Central (Paris) --
Great Britain (GBR) UK South (London) UK West (Cardiff)
India (IND) Central India (Pune) South India (Chennai)
Japan (JPN) Japan East (Tokyo, Saitama) Japan West (Osaka)
North America (NAM) East US (Virginia) West US 2 (Washington)
Oceania (OCE) Australia East (New South Wales) Australia Southeast (Victoria)
South America (SAM) Brazil South Brazil Southeast
Switzerland (CHE) Switzerland North Switzerland West

More information: Azure Regional Pairs

Digital sales

What is digital sales?

If you are a customer using a Dynamics 365 Sales Enterprise, Microsoft Relationship Sales, or Customer Engagement plan, you can now get started with three new Dynamics 365 Sales Premium features to help enhance your digital selling programs. We are adding conversation intelligence, sales accelerator with sequences, and predictive scoring at a limited capacity to get you started. More information: Digital selling capabilities in Sales Enterprise

What's the capacity limit in using digital sales?

When you set up Sales Premium features using your Dynamics 365 Sales Enterprise license, the features are available with the following capacity limits:

  • Sales accelerator provides access to the workspace and up to 1500 records connected to any defined sequence per environment per month. Manual activities not connected to a sequence will also be displayed without a capacity limit.
  • Users who access and utilize conversation intelligence will be able to do so with 3 hours per user per month.
  • View up to 1,500 leads or opportunity records scored per environment per month with predictive scoring.

How to get full capacity of digital sales?

If you need more capacity, upgrade to Dynamics 365 Sales Premium. More information: Dynamics 365 Sales pricing


Why am I getting insufficient permissions alert while using an Insight card?

If you see an alert about having insufficient permissions to use an Insight card, take these steps:

  1. Go to Settings > Security > Security Roles.

  2. Choose the user role viewing the insight cards.

  3. Select the Core Records tab.

  4. Set the privileges to Read and Write access for Action card and Action card User Settings.

    Insight card security role privilege

Why am I getting contact administrator error while authenticating credentials in assistant studio?

The error is occurring due to your organization’s policies to restrict third-party tools to access user information. To resolve the issue, you can provide consent for yourself through the Azure portal for third-party tools to access your data. To provide consent for the entire organization, contact your tenant administrator. Select the enterprise application as Dynamics 365 Sales Insights in Azure portal while providing the consent. To learn more, see Grant admin consent in Enterprise apps.

Sales accelerator

How do I add the Up next widget to an entity form?


You can add the Up next widget only to managed entity forms.

To add the Up next widget to a managed entity form, follow these steps:

  1. Go to Settings > Solutions and then create an empty solution. For example, AddWidget.

  2. Add a Form to the solution.

  3. Save the changes and publish the customizations.

  4. Export the created AddWidget solution as UnManaged.

  5. Delete the solution AddWidget from the organization.

  6. Extract the zip file of the downloaded solution.

  7. Change the <Managed> value to 1 in the file Solution.xml and then save.

  8. Open the customizations.xml file and remove the parameter <systemform unmodified="1">.

  9. Choose the <column> under the Summary tab, where you want to add the widget.

  10. Add the <section> tag as follows:

    <section name="CadenceWidget" showlabel="false" showbar="false" id="{<NEW_GUID_G1>}" IsUserDefined="0" layout="varwidth" columns="1" labelwidth="115" celllabelalignment="Left" celllabelposition="Left" labelid="{<NEW_GUID_G2> }">
          <label description="Cadence Widget" languagecode="1033" />
              <cell id="{<NEW_GUID_G3>}" showlabel="false" colspan="1" rowspan="6" labelid="{<NEW_GUID_G4> }">
                      <label description="Cadence widget" languagecode="1033" />
                  <control id="CadenceWidgetControl" classid="{F9A8A302-114E-466A-B582-6771B2AE0D92}"  uniqueid="{<NEW_GUID_G5>}" isunbound="true">
                      <parameters />
          <row />
          <row />
          <row />
          <row />
          <row />
  11. Replace all the <NEW_GUID_G> occurrences by generating a new GUID for each place.

  12. For <controlDescriptions> node, add a child node as following:

    <controlDescription forControl="{<GUID_G5>}">
    <customControl formFactor="2" name="MscrmControls.AcceleratedSales.CadenceWidgetControl">
        <parameters />
    <customControl formFactor="0" name="MscrmControls.AcceleratedSales.CadenceWidgetControl">
        <parameters />
    <customControl formFactor="1" name="MscrmControls.AcceleratedSales.CadenceWidgetControl">
        <parameters />
  13. Replace the <GUID_G5> in customizations.xml with the GUID_G5 generated from step 11.

  14. Save the changes and zip the folder.

  15. Open Dynamics 365 and go to Settings > Solutions.

  16. Import the zipped solution.

  17. Publish all customizations.

  18. Verify that the Up next widget successfully shows up on the form.

How to add sales accelerator site map to your custom app

Use the site map designer from the app designer to add the sales accelerator site map to your custom app. More information: Add the sales accelerator site map entry to custom app.

Relationship analytics and health

What is the frequency of KPI updates?

KPIs are updated every 24 hours, potentially fewer.​

What are the signals in relationship health?​

Relationship health looks at activity, recency, engagement, and sentiment of activities between sellers and customers.​

Office consent is not mandatory for relationship analytics and health score. You’ll get basic relationship analytics and health score based on the data in Dynamics 365. When you provide consent in Office 365 to use the Exchange data, you’ll get more accurate and complete relationship information.

However, office consent is mandatory for who knows whom as it relies on data from Exchange.

The data from Exchange won't be collected until the consent is provided. Work with your Office 365 administrator to get the consent. More information: Provide consent for collecting data from Office 365

With the recent changes to the relationship intelligence feature, the Exchange checkbox is selected by default for all the existing customers. However, no data will be collected from Exchange until your Office 365 administrator provides consent. You can clear the checkbox if you aren’t planning to integrate with Exchange.

Can I influence the relationship health score?​

An administrator can influence the relationship health score by changing the weight of activity types and the expected level of communications with customers. More information: Configure relationship analytics and health

How are similar won deals identified?

AI models are used to identify the factors that impact the identification of similar won deals. The factors may differ from organization to organization based on the custom and out-of-the-box fields.
To view the fields that determine the similar won deals at that point in time, select the information icon corresponding to any section heading and a side pane opens with the field information.

About relationship analytics side pane with fields

Predictive lead/opportunity scoring

What do I need in order to use lead/opportunity scoring?​

Install Dynamics 365 Sales Insights and use standard lead entity or standard opportunity entity.​

To build a lead score model, a minimum of 40 qualified and 40 disqualified leads are required.
To build an opportunity scoring model, a minimum of 40 won and 40 lost opportunities are required.
Verify that the leads and opportunities are created on or after January 01, in the previous year.

Can I customize the model?

Yes, you are able to modify which attributes are selected to train the model. That said, the out-of-the-box model automatically selects the attributes it determines are most relevant for your business.

Can I create multiple models for leads/opportunities?​

Yes, you can add and publish multiple models that are specific to each line of business in your organization.

What is the difference between score and grade?​

The score is generated by the machine learning model.
The grade is just grouping scores in four buckets that the admin can configure.

Notes analysis

What does Notes analysis look at for the intent?​

Notes analysis looks at notes and posts on the timeline for the intent that may indicate a record should be created. Notes analysis looks for meeting requests, meetings, tasks, and contacts.

Auto capture

How long does the application take to display captured suggestions?

For activities, the suggestions are displayed immediately.

Who knows whom

Why am I not seeing some of my colleagues in the suggestions?

There are several possibilities:

See also Which colleagues show up as connections?

How long does it take for suggestions to show up?

After your Microsoft 365 admin provides consent, you'll start seeing the results within a day but it may not be complete as the data will be processed in batches over a period of 4 days.

Which colleagues show up as connections?

Users in your org who have frequently and recently interacted with the contact or lead show up as connections, unless they have opted out. Administrators have the option to opt out groups such as C-suite, M&A, finance, and so on. Users can opt out by turning off data sharing with Dynamics 365 applications.

How are the connections weighted?

The connection strength between a user and a potential contact is calculated based on the frequency and recency of interactions between them through emails or appointments. This means that every seller will see the same set of introducers for a contact or lead.

How frequently is the data collected?

When you enable who knows whom and provide the required consent, Exchange data pertaining to the last one year is collected and insights are generated based on that data. After this, Exchange data is collected daily and insights are updated based on the latest data.

What is the source for who knows whom data?

Emails and meeting information in Exchange Online is the source data. See also ​How are the connections weighted?

Where are the insights generated?

After the Microsoft 365 admin provides consent, the Exchange data is collected and stored in Dynamics 365. The insights are then generated from the stored data in Dynamics 365.


Microsoft 365 and Dynamics 365 each have their own service-specific licensing terms. The service-specific terms that apply depend on which service processes your data. For example, when a copy of your Microsoft 365 data is transferred to Dynamics 365, your Microsoft 365 data in that copy becomes Dynamics 365 data and the Dynamics 365 service-specific terms apply.

When will my data be removed after I opt out?

If you are part of a security group that has been opted out by your administrator, the system can take up to 24 hours to remove data from all apps and up to 30 days to remove backed-up data from Microsoft 365 storage accounts.

If you have opted out on your own, the data will be removed immediately.

How does a Microsoft 365 administrator exclude users?

While providing consent, your Microsoft 365 administrator can provide the Azure AD group that contains all the users that they want to exclude (for example, CEOs or vice presidents).

Conversation intelligence

How long does it take for data updates to reflect in the app?

The data is refreshed periodically and could take up to 12 hours to reflect. We continue to make improvements to reduce this delay.

How do I buy more conversation intelligence hours?

With the Sales Premium license, you get 10 hours of call recording and processing capacity per month for conversation intelligence. If you need more hours, buy the Conversation Intelligence add-on. For information on the additional hours provided by the add-on, see the licensing guide.


If you have the Sales Enterprise license, upgrade to the Sales Premium license to buy more hours.

Can sellers (or non-managers) use this app?

Yes, the application is also available for sellers to view their conversational insights.

Is an admin needed to enable the app for my organization?

Yes. An administrator must configure the application for you to use. If an administrator didn't configure the application, you can explore the app with the demo data that is provided.

Which telephony system do you support?

The application is independent of telephony systems. If you have stereo call recordings (two-channel stereo), we process them at scale to generate insights​.

What does the onboarding experience include?​

As part of the onboarding experience, you must provide the access key to the Azure blob location where you upload your call recording files for processing. You must adhere to standard metadata format (in JSON) of conversation intelligence and upload that along with every call recording file. Apart from this, you must share trackers that you care about along with the competitive brands and products for conversation intelligence to track these words across calls.

How is the sentiment model built?

Conversation intelligence transcribes the calls into text and generates sentiment from the text in the conversation.

I have mono-channel recording files. Can I still use conversation intelligence?

No, we do not process mono-channel call recording files. We only support stereo-type call recording files.

How long does it take to see the results?

Conversation intelligence takes a few minutes to process and display the data on the dashboard, depending on the size of the call recording files and format. You must have at least 10 call recording files to process and display the data.

Do you retain the call recordings?

No. The call recordings are deleted as soon as the audio file is processed​.

See also

Overview of Dynamics 365 Sales
Introduction to administering Sales Insights features