Identify customer needs and explore relationships in Dynamics 365
Beginner
Business Owner
Business User
Functional Consultant
Student
Dynamics 365
Sales
This module explores how AI-powered capabilities in Dynamics 365 Sales help sellers identify customer needs, communicate with stakeholders consistently, and keep every deal moving at the right pace using the Sales Close Agent, Sales Research Agent, Copilot in Microsoft 365, the Focused View, and Microsoft Teams.
Learning objectives
After completing this module, you'll be able to:
- Describe the Sales Close Agent and explain how its Research and Engage modes support different stages of the opportunity lifecycle.
- Explain how the Sales Close Agent – Engage communicates with customers autonomously and how sellers and the agent share responsibility.
- Describe how sellers receive notifications when the agent requires human input and how to act on escalated records using the dedicated agent views.
- Describe the Opportunities from Sales Close Agent – Engage view and the agent insights dashboard.
- Explain how the Sales Close Agent – Research gathers stakeholder, competitive, and market intelligence to strengthen deal outcomes.
- Describe how the Sales Research Agent suggests talking points and creates personalized outreach using recent news, social signals, and relationship health history.
- Explain how Copilot in Microsoft 365 supports engagement through personalized emails, meeting summaries, and follow-up suggestions.
- Describe how the Focused View integrates with agent activity to guide sellers' daily priorities.
- Explain how Microsoft Teams supports internal collaboration to advance complex deals.
Prerequisites
None