Microsoft Dynamics 365 for Sales

This course is intended for Sales Representatives, Sales Managers and other end-users who have an interest in the Sales components of Dynamics 365. Students should have an existing working knowledge of Microsoft Dynamics 365. As a minimum, students should attend the prerequisite course 'Introduction to Microsoft Dynamics 365' or have equivalent experience.

After completing this course, students will be able to:

• Navigate and explore the Sales Hub in Dynamics 365
• Understand the features and tools that exist in Microsoft Dynamics 365 for Sales Representatives and Sales Managers
• Be familiar with the stages of the Sales Order Process in Microsoft Dynamics 365
• Understand the fundamentals of Lead and Opportunity Management — track, manage and qualify Leads, and convert them to Opportunities and related customer records
• Know how to disqualify and cancel Leads, and convert Activity records to Leads
• Work Leads and Opportunities using the Sales Accelerator work queue and Sequences
• Use Copilot to help prioritize and qualify Leads, and to help move Opportunities towards a win
• Collaborate on Opportunities with other Sales Representatives and close Opportunity records as Won and Lost
• Track Competitors and Stakeholders on an Opportunity
• Add Products and Write-In Products to Opportunities
• Use a repository of Products, Product Bundles and Product Families in the Product Catalog, including using Copilot to quickly find the right Product or Bundle
• Work with Unit Groups, Price Lists and Discount Lists
• Work with Product Properties and view a Product Hierarchy
• Create Quotes and add Products, and use Copilot to draft and summarize Quote-related communications
• Work with the Sales Order Process to convert Quotes to Orders and Invoices
• Fulfil Orders and manage Invoice payments
• Explore the Sales Reports in Microsoft Dynamics 365
• Understand the significance of Sales Goal Management and Metrics in Microsoft Dynamics 365
• Explore the Sales Charts and Dashboards, and create a custom Sales Dashboard in Microsoft Dynamics 365
• View and interact with Power BI dashboards and reports for richer sales analytics
• Use Microsoft Dynamics 365 Sales Copilot to summarize Leads and Opportunities, prepare for meetings, and draft and summarize emails
• Use natural language search, form fill assist and smart paste to speed up everyday data entry
• Use Claude alongside Dynamics 365 Sales to summarize records, prepare for meetings, draft emails, research accounts and make sense of an exported sales report

Module 1: Introduction

This module introduces Sales Representatives and Sales Managers to Microsoft Dynamics 365 Sales. Attendees are walked through a typical end-to-end sales scenario — from Lead through to Opportunity, Quote, Order and Invoice — so they can see how the modules that follow fit together, before exploring the Sales Hub app, its navigation, records, forms, views and dashboards, and what determines what each user can see and do. We also take an early look at Copilot, which appears throughout the Sales Hub and is revisited in every module that follows.

• The end-to-end sales process in Dynamics 365: an overview scenario
• An introduction to Sales in Dynamics 365
• Navigating the Sales Hub app
• Dynamics 365 Sales fundamentals: records, forms, views and dashboards
• Understanding your role and access in Dynamics 365 Sales
• A first look at Copilot across Dynamics 365 Sales
• Where to get help
• Further reading and resources

After completing module 1, students will be able to:

• Describe the stages of a typical Dynamics 365 sales scenario, from Lead to Opportunity to Order
• Navigate the Sales Hub app and locate key records, views and dashboards
• Explain what determines the records and actions available to them in Dynamics 365 Sales
• Recognise where Copilot appears in the Sales Hub and what kind of help it can offer
• Find in-product help and further learning resources

Hands-On Labs for Module 1:

• Lab 1.1: Sales in Dynamics 365 Orientation — Explore the Sales features in Dynamics 365, including the Sales Hub navigation, key record types, and out-of-the-box dashboards.
• Lab 1.2: A First Look at Copilot in the Sales Hub

Module 2: Lead Management

This module presents the Lead Management process in Dynamics 365. We examine how to create and assign Lead records, how to create Leads from Activities, and how to qualify and disqualify Leads. We also look at how the Sales Accelerator's work queue and Sequences help sellers work their Leads in a structured, guided way, how Copilot can help decide which Leads to prioritize and qualify, and the various stages of the Lead-to-Opportunity sales process in Dynamics 365.

• The Lead Management process
• Working with Lead records and the Lead form
• Lead assignment
• Leads and Activities
• Qualifying a Lead
• Disqualifying a Lead
• Working your pipeline with the Sales Accelerator: the work queue and Sequences
• Using Copilot for Lead Qualification

After completing module 2, students will be able to:

• Create, update and assign Lead records
• Convert an Activity record to a Lead
• Qualify a Lead to an Opportunity record and related customer records
• Disqualify a Lead record
• Use the Sales Accelerator work queue to prioritize which Leads to work next, and follow a Sequence of guided, automated activities on a Lead
• Use Copilot to help identify and prioritize the hottest Leads and suggest next best actions

Hands-On Labs for Module 2:

• Lab 2.1: Working with Leads — Create a Lead record, update it, qualify it to an Opportunity record, disqualify a separate Lead record, and convert an Email activity to a Lead record.
• Lab 2.2: Working Leads with the Sales Accelerator — Use the work queue to find the next Lead to work, and follow an assigned Sequence of activities on a Lead through to completion.
• Lab 2.3: Qualifying Leads with Copilot

Module 3: Opportunities Management

This module presents the concepts of Opportunities in Dynamics 365. We examine the Opportunity views and forms, how to track Competitors and Stakeholders, and the Opportunity Sales Process used when closing an Opportunity record. We also look at how Copilot can help sellers move Opportunities forward and close more of them, and Resolution Activities and how they influence the Sales Order Process.

• Introduction to Opportunities
• The Opportunity views and form
• Tracking Competitors and Stakeholders
• The Opportunity Sales Process
• Using Copilot to Help Win Opportunities
• Closing an Opportunity
• Resolution Activities

After completing module 3, students will be able to:

• Create and work with Opportunity records through the Opportunity Sales Process
• Track Competitors and Stakeholders on an Opportunity
• Collaborate on Opportunities with other Sales Representatives
• Use Copilot to surface risks, suggested next steps and insights that help move an Opportunity towards a win
• Close an Opportunity record as Won or Lost, and record Resolution Activities

Hands-On Labs for Module 3:

• Lab 3.1: Working on Opportunities — Create and progress an Opportunity record, adding Competitors and Stakeholders as the deal develops.
• Lab 3.2: Closing an Opportunity as Lost — Close an Opportunity record as Lost and record a Resolution Activity explaining why.
• Lab 3.3: Closing an Opportunity as Won — Close an Opportunity record as Won and review the resulting Resolution Activity.
• Lab 3.4: Using Copilot to Help Win an Opportunity

Module 4: Products

In this module we look at how sellers and sales operations staff use the Product Catalog in Dynamics 365. We look at adding Products and working with Unit Groups and Price Lists so the right products and pricing are available when building Quotes. We also look at how Copilot can help sellers quickly find the right Product or Bundle for a deal. Finally, we look at Product Properties, Product Bundles and Product Families, and how they help present a well-organized product range to the sales team.

• Introduction to the Product Catalog
• Adding and maintaining Products
• Working with Unit Groups
• Price Lists and Price List Items
• Product Properties, Bundles and Families
• Using Copilot with the Product Catalog

After completing module 4, students will be able to:

• Use the Product Catalog to find and maintain Products
• Work with Unit Groups and Price Lists to make the right products and pricing available
• Use Product Properties, Bundles and Families, and view a Product Hierarchy
• Use Copilot to quickly find the right Products, Bundles or pricing for a deal by asking in natural language

Hands-On Labs for Module 4:

• Lab 4.1: Using the Product Catalog — Work with Unit Groups, add a Product, and create and use a Price List.
• Lab 4.2: Working with Product Bundles and Families — Clone a Product, create a Product Bundle, and create a Product Family.
• Lab 4.3: Finding Products with Copilot

Module 5: Quotes, Orders and Invoices

This module presents Quotes, Orders and Invoices in Microsoft Dynamics 365. We look at how to add Products from the Product Catalog to Opportunities and Quotes, and when to use 'write-in' Products instead. We also look at how Copilot can help sellers draft and summarize communications around a Quote. This module also steps through the process of converting Quotes to Orders, fulfilling Orders, and managing Invoices.

• Introduction to the Sales Order Process
• Adding Products to an Opportunity
• Working with Quotes
• Using Copilot with Quotes
• Working with Orders
• Working with Invoices

After completing module 5, students will be able to:

• Add Products and Write-In Products to an Opportunity
• Create a Quote and add Products to it
• Use Copilot to draft a covering email for a Quote and summarize a Quote for a customer
• Convert a Quote to an Order, fulfil the Order, and manage the resulting Invoice

Hands-On Labs for Module 5:

• Lab 5.1: Working with Quotes, Orders and Invoices — Add Products to an Opportunity, add a Quote, and convert the Quote to an Order and Invoice.
• Lab 5.2: Using Copilot with Quotes

Module 6: Sales Analysis

This module looks at the different ways sellers and sales managers can analyse the sales information stored in Dynamics 365. We look at the out-of-the-box Sales Reports. This module also covers the Chart and Dashboard designer, working with Sales Goals and Metrics, how to use Copilot to visualize and interpret sales data in natural language, and how Power BI dashboards and reports give sellers and sales managers a richer, more visual view of sales analytics — all without needing any technical setup.

• Introduction to Sales Analysis in Dynamics 365
• The Sales Reports
• Working with Sales Charts
• Working with Sales Dashboards
• Working with Sales Goals and Metrics
• Visualizing and interpreting data with Copilot
• Viewing Power BI dashboards embedded in Dynamics 365 Sales
• Exploring and filtering pre-built Power BI sales reports

After completing module 6, students will be able to:

• Explore the built-in Sales Reports in Microsoft Dynamics 365
• Explore and create Sales Charts and Dashboards
• Set up and track Sales Goals and Metrics for a sales team
• Use Copilot to generate a chart or summary of sales data from a natural-language request
• View, explore and interact with Power BI dashboards and reports for sales analytics

Hands-On Labs for Module 6:

• Lab 6.1: Explore the Sales Reports — Explore the Sales Pipeline Report and the Quote Report.
• Lab 6.2: Sales Goals and Metrics — Create Goals for the sales team, create a Personal View, and view Sales Goals and the associated chart.
• Lab 6.3: Explore the Sales Charts and Dashboards — Explore the Lead and Opportunity charts and dashboards, then create a custom Sales Chart and a custom Sales Dashboard.
• Lab 6.4: Visualizing Data with Copilot — Ask Copilot, in natural language, to visualize and summarize a set of sales data, and refine the result.
• Lab 6.5: Exploring Sales Analytics in Power BI

Module 7: Microsoft Dynamics 365 Sales Copilot

This module introduces Copilot in Microsoft Dynamics 365 Sales — the AI assistant built directly into the Sales Hub that helps sellers move faster on everyday tasks. We look at how Copilot summarizes Leads and Opportunities, helps sellers prepare for meetings, and drafts and summarizes emails. We also cover asking Copilot questions in natural language, and using form fill assist and smart paste to speed up data entry, before introducing the newer Dynamics 365 Sales agents that can research and prioritize work on a seller's behalf.

• Introduction to Copilot in Dynamics 365 Sales
• Getting AI-generated summaries of Leads and Opportunities
• Preparing for meetings with Copilot
• Drafting and summarizing emails with Copilot
• Staying informed with recent record changes and news updates
• Asking Copilot questions in natural language
• Speeding up data entry with form fill assist and smart paste
• An introduction to Dynamics 365 Sales agents

After completing module 7, students will be able to:

• Use Copilot to generate a summary of a Lead or Opportunity record
• Use Copilot to prepare for an upcoming customer meeting
• Use Copilot to draft a professional email and summarize an email conversation for customer notes
• Ask Copilot natural-language questions about a sales record or sales-specific term
• Use form fill assist and smart paste to enter data into Dynamics 365 Sales more quickly
• Describe, at a high level, what the Dynamics 365 Sales agents do to research and prioritize a seller's work

Hands-On Labs for Module 7:

• Lab 7.1: Summarizing Records and Preparing for Meetings — Use Copilot to generate a summary of an Opportunity record, then ask Copilot to help prepare for an upcoming meeting on that Opportunity.
• Lab 7.2: Drafting and Summarizing Emails with Copilot — Use Copilot to draft a follow-up email to a customer, and summarize an existing email thread into a customer note.
• Lab 7.3: Speeding Up Data Entry — Use natural language to find and filter records in a smart grid, and use form fill assist and smart paste to populate a record more quickly.

Module 8: Microsoft Dynamics 365 Sales with Claude

This module looks at how Sales Representatives and Sales Managers can work alongside Claude, Anthropic's AI assistant, when using Microsoft Dynamics 365 Sales. Where Copilot lives inside the Sales Hub, Claude is a general-purpose assistant sellers can bring to a wider range of everyday tasks — summarizing records, preparing for meetings, drafting emails, researching a prospect account, and making sense of an exported sales report — often working directly in the browser alongside Dynamics 365 Sales.

• Introduction to Claude and how it complements Copilot in Dynamics 365 Sales
• Using Claude in Chrome to work alongside the Sales Hub
• Getting AI-generated summaries of Leads and Opportunities with Claude
• Preparing for meetings with Claude
• Drafting and summarizing emails with Claude
• Researching a prospect or customer account with Claude
• Making sense of an exported sales report with Claude
• Asking Claude questions about your Dynamics 365 data in natural language

After completing module 8, students will be able to:

• Explain how Claude complements the Copilot experience built into the Sales Hub
• Use Claude in Chrome to read and work with a Dynamics 365 Sales record directly in the browser
• Use Claude to generate a summary of a Lead or Opportunity record
• Use Claude to prepare for an upcoming customer meeting
• Use Claude to draft a professional email and summarize an email conversation for customer notes
• Use Claude to research a prospect or customer account from publicly available information
• Upload an exported sales report to Claude and ask it to summarize trends and answer follow-up questions
• Ask Claude natural-language questions about sales records and sales-specific terms

Hands-On Labs for Module 8:

• Lab 8.1: Summarizing an Opportunity and Preparing for a Meeting with Claude — Use Claude in Chrome to open an Opportunity record, generate a summary, and prepare briefing notes for an
  upcoming customer meeting.
• Lab 8.2: Drafting and Summarizing Emails with Claude — Use Claude to draft a follow-up email for a different customer scenario, and summarize a separate email thread into a customer note.
• Lab 8.3: Researching a Prospect Account with Claude — Ask Claude to research a new prospect account from publicly available information, and summarize the findings ready to add to a Lead record.
• Lab 8.4: Analyzing an Exported Sales Report with Claude — Export a Sales Report from Dynamics 365 and upload it to Claude to identify trends and ask follow-up questions about the data.
  

Before attending this course, students must have:

• A working knowledge of Microsoft Dynamics 365 Customer Engagement

OR

• Successful completion of the 'Introduction to Microsoft Dynamics 365' course
   
  

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