Frequently asked questions about Sales Premium

Licenses and storage

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

Sales Premium refers to the license. Sales Insights refers to the capabilities. The Sales Premium license includes both Sales Enterprise and Sales Insights capabilities. Basic Sales Insights capabilities are also available with the Sales Enterprise license.

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 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)

Sales Premium isn't available in the following datacenters:

  • Germany
  • Korea
  • Norway
  • Government Community Cloud (GCC), including USG
  • Department of Defense (DoD)
  • China

In which region are the features available?

The following table lists the regions in which Sales Premium features are available.

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 Yes 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 Yes Yes Yes No No No No Yes No No No


Basic who knows whom information is available in all regions. However, enhanced who knows whom information is available only in the regions listed in the table.

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

The following table shows the version of Exchange that's supported for Sales Premium features.

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 won't contain Exchange data and the assistant won't 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 data canter location:
    • Global Geography 1 – EMEA (Austria, Finland, France, Ireland, Netherlands).
    • Global Geography 2 – Asia Pacific (Hong Kong SAR, Japan, Malaysia, Singapore, South Korea).
    • Global Geography 3 – Americas (Brazil, Chile, United States).
      To learn more on data center locations, see Data Center Locations.

What languages are supported?

The following table shows which languages are supported for Sales Premium features.

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 Go to Languages supported for conversation intelligence

Learn more about infrastructure availability (PDF).

Where is my organization's data stored?

The following table shows where your data is stored, depending on the region where your organization is hosted.

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

Which users can push data from Dynamics 365 Sales to Dataverse?

The Dynamics 365 Sales data is pushed to Dataverse to generate insights such as, predictive scoring, relationship analytics, who knows whom, and predictive forecasting. A set of predefined system and application users are used to push data from Dynamics 365 Sales to Dataverse. For more information, see System and application users.

Why are my entities updated by some application users?

System and application users update certain entities with insights about the records. For example, lead and opportunity entities are updated by the application users to add predictive scores. Similarly, contact, opportunity, lead, and account entities are updated with relationship KPIs and analytics. More information: Which users can push data from Dynamics 365 Sales to Dataverse?

Digital selling

What's the capacity limit on using digital selling capabilities?

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

  • Access to the workspace and up to 1,500 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.
  • Predictive scoring for 1,500 lead or opportunity records scored per environment, per month.

How can I get the full capacity of digital selling capabilities?

If you need more capacity, upgrade to Dynamics 365 Sales Premium. Learn more about Dynamics 365 Sales pricing.


Why am I getting an "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.

    Screenshot of the insight card security role privilege.

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

Your organization's policies are restricting third-party tools to access user information. To resolve the issue, use the Azure portal to provide consent for yourself 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. Learn how to 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.

  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. In the file Solution.xml, change the <Managed> value to 1 and then save.

  8. In the customizations.xml file, 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 to the site map in 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

Which data is used to generate basic relationship insights?

Basic insights:

Uses email, phone call, and appointments sent or received in Dynamics 365.

Enhanced insights:

Uses email, phone call, and appointments sent or received in Dynamics 365 and Exchange (if configured).

What is the frequency of KPI updates?

Basic insights:

Updated in near real-time—as soon as a related activity is marked as completed in Dynamics 365.

Enhanced insights:

Updated every 24 hours. ​

What are the signals in relationship health?

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

Office consent isn't mandatory for relationship analytics, health score, and who knows whom. You’ll get basic relationship insights based on the data in Dynamics 365. When you provide consent in Office 365 to use Exchange data, you’ll get more accurate and complete relationship information.

The data from Exchange isn't collected until the consent is provided. Work with your Office 365 administrator to get the consent. Learn more about providing consent for collecting Office 365 data

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 identify the factors that affect 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 determined the similar won deals at that point in time, select the information icon corresponding to any section heading.

Screenshot of the relationship analytics side pane.

Predictive lead and opportunity scoring

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

Install Dynamics 365 Sales Insights and use the standard lead entity or the standard opportunity entity.​ A minimum number of leads or opportunities is required to build a scoring model:

To build a lead scoring model, you need to have a minimum of 40 qualified and 40 disqualified leads.
To build an opportunity scoring model, you need to have a minimum of 40 won and 40 lost opportunities.
The leads and opportunities must have been created on or after January 1, in the previous year.

How frequently are the predictive scores updated?

Lead scores: For new leads, the scoring happens in near real-time. The score will be displayed within five minutes of saving a new lead. For updated leads, the scores are refreshed after every 24 hours.

Opportunity scores: For new and updated opportunities, the scores are refreshed after every 24 hours.

Why aren't my leads scored in real-time?

Real-time scoring is supported only for new leads. If you don't see the score even after 15 minutes of saving or importing the new lead, contact your administrator. Your administrator can verify whether the model that's scoring the new lead was created or edited, and published after the real-time scoring feature was rolled out. For more information, see Real-time scoring.

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 and 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 who knows whom suggestions?

If you know that a colleague has interacted with a customer but their information is not shown in Who Knows Whom widget, it could be due to the following reasons:

Basic insights:

Displays only the top five users who contacted the customer the most through emails and appointments in Dynamics 365. So, colleagues who have contacted through phone calls and those who had fewer interactions through emails and appointments will not be listed.

Enhanced insights:

See also Which colleagues show up as connections?

How long does it take for suggestions to appear?

Basic insights:

Who knows whom suggestions are available out-of-the-box if the email and appointment data is available in Dynamics 365.

Enhanced insights:

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

Which colleagues show up as connections?

Basic insights:

Users who have contacted the customer the most through emails and appointments in Dynamics 365.

Enhanced insights:

Users in your organization 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?

Basic insights:
Uses only frequency. The connections are weighted based on the number of interactions through emails and appointments in Dynamics 365. Top five users who have interacted the most with the contact or lead are displayed.

Enhanced insights:
Uses frequency and recency. If your administrator has enabled Exchange integration, the connections are weighted based on recent and frequent interactions through emails or appointments.

Every seller will see the same set of introducers for a contact or lead.

How frequently is the data collected?

Basic insights:

Collected in near real-time—as soon as a related activity is marked as completed in Dynamics 365.

Enhanced insights:

When you enable who knows whom and provide the required consent, Exchange data for the past 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?

Basic insights:

Emails and appointments sent and received in Dynamics 365.

Enhanced insights
Emails and meeting information in Exchange Online is the source data. Learn more about how connections weighted

Where are the insights from Exchange generated?

After the Microsoft 365 admin provides consent, the Exchange data is collected and stored in Dynamics 365. Insights are 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 of data sharing in Exchange?

If you're 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. It can take up to 30 days to remove backed-up data from Microsoft 365 storage accounts.

If you've opted out on your own, the data is removed immediately.

How can an administrator opt out users?

The following administrators can opt out users at different levels:

  • Microsoft 365 Global administrator can opt out users of a Microsoft 365 security group. For example, opt out groups such as C-suite, M&A, finance, and so on. More information: Provide consent to collect data from Microsoft 365

  • Dynamics 365 administrator can enable who knows whom for specific security roles to avoid opting in all Dynamics 365 users automatically. When you enable it for a specific role, the Exchange data is collected only from users who are part of the security role. More information: Enable relationship intelligence

Conversation intelligence

Which Conversation intelligence features are available in Dynamics 365 Sales versus Microsoft Sales Copilot?

Feature Microsoft Sales Copilot Sales Enterprise / Sales Premium
Call processing
Conversation intelligence for phone calls from Teams (Inbound / Outbound) No Yes, unlimited access to conversation intelligence
Conversation intelligence for Teams meetings Yes (unlimited) Yes12
1 Using the Microsoft Sales Copilot app for Teams
2 Unlimited Microsoft Sales Copilot hours included with Sales Premium / Sales Enterprise license
During the call
Real-time conversation intelligence No Yes
Conversation intelligence for seller-only recordings (When customer is not recorded) No Yes
After the call
Conversation summary and details logged back into CRM record No Yes
Editing and sharing a conversation summary No Yes
Scheduling an action item from a conversation summary No Yes
Aggregated dashboards for managers No Yes
Manager Coaching tools No Yes
Admin configurations
Storage of call recording and conversation intelligence insights Teams storage only Option of Microsoft provided storage, or your own Azure storage
Supported languages for conversation intelligence Conversation intelligence languages listed in this article: Supported languages in Microsoft Sales Copilot Conversation intelligence languages listed in this section: What languages are supported for Sales Premium?
Supported languages for UI User interface languages listed in this article: Supported languages in Microsoft Sales Copilot All languages supported in Dynamics 365 Sales

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

Conversation intelligence data is refreshed periodically and could take up to 12 hours to appear in the app. We continue to make improvements to reduce the delay.

How many hours of conversation intelligence are available with Microsoft Sales Copilot?

You get unlimited call recording and processing hours with Microsoft Sales Copilot. You must create the meeting in Outlook and turn on the Teams meeting toggle to get conversation intelligence through Microsoft Sales Copilot. For more information, see Use Microsoft Sales Copilot in Teams.

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

The application is available for sellers to view their conversational insights.

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

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's 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 require?​

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. You must also share trackers that you care about, along with your 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 and format of the call recording files. 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