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AB-6003 Introduction to Sales in Dynamics 365
Sales success comes from structure, visibility, and the right tools. Dynamics 365 Sales provides a central platform for leads, opportunities, and customer data – so sales teams can work more efficiently, track processes clearly, and grow customer relationships with purpose.
Key topics
- Getting to know the setup and use of Dynamics 365 Sales.
- Setting up and understanding CRM workflows in daily sales operations.
- Capturing leads and working opportunities in a structured way.
- Managing customers, contacts, and accounts in the system.
- Planning sales activities and tasks effectively.
- Using reports and dashboards for informed sales decisions.
- Applying Microsoft 365 integration in everyday sales work.
Prerequisite
Participants with a sales background or basic CRM knowledge will find a direct entry point into this course.
Target group
Suited for sales team members, business departments, and customer service staff who are new to Dynamics 365 Sales or want to deepen their understanding – as well as CRM beginners and key account managers.
A clear understanding of CRM functions makes it easier to manage sales processes, implement automations, and prepare for additional Dynamics 365 modules or Microsoft Copilot in sales.
Course Content
Getting to know the Dynamics 365 Customer Engagement apps
- Exploring and understanding Dynamics 365 Customer Engagement.
- Getting familiar with the structure, navigation, and user interface.
- Working with core functions and cross-solution features.
- Using the timeline effectively.
- Applying Copilot Chat and prompts.
- Understanding security and permission concepts.
- Using AI assistance to fill out forms.
- Integrating the communication assistant into daily tasks.
- Practicing navigation in Dynamics 365 hands-on.
Lead generation and customer nurturing in Dynamics 365
- Exploring Customer Insights – Journeys and typical use cases.
- Generating leads and developing them further.
- Defining target audiences and segments.
- Setting up marketing emails and forms.
- Creating and managing customer journeys.
- Applying lead nurturing templates.
- Putting customer journeys into practice.
- Mapping event management in Dynamics 365.
Lead qualification and AI-powered sales in Dynamics 365
- Getting to know Dynamics 365 Sales and its core functions.
- Capturing leads and working opportunities in a structured way.
- Using AI features for lead qualification and sales.
- Applying Sales Accelerator, Copilot, and Sales Agents.
- Working with the mobile app and LinkedIn Sales Navigator.
- Practicing lead processing hands-on.
- Understanding and applying AI-driven sales processes.
Addressing customer needs with AI agents in sales
- Getting started with Sales Agents in Dynamics 365.
- Getting to know and applying the Sales Close Agent.
- Using the Sales Close Agent for research tasks.
- Shaping customer outreach with the Sales Close Agent.
- Integrating the Sales Research Agent in customer interactions.
- Applying AI agents to manage pipeline and opportunities.
- Using Microsoft 365 Copilot in customer interactions.
- Setting up the focus view in the sales process.
- Integrating Microsoft Teams collaboration into sales workflows.
Managing negotiations and closing deals with Dynamics 365 Sales
- Gaining an overview of negotiation processes in Dynamics 365.
- Using Copilot for sales and negotiations.
- Applying the product catalog in Dynamics 365 Sales.
- Integrating the Sales Close Agent in negotiations.
- Using the Sales Research Agent during the negotiation process.
- Applying Microsoft 365 Copilot for negotiations.
- Preparing AI-powered deal negotiations and closing steps.
Managing accounts and customer data in Dynamics 365
- Introduction to account management in Dynamics 365.
- Exploring the core features of Dynamics 365 Customer Insights – Data.
- Building and using unified customer profiles.
- Setting up metrics, segments, and forecasts.
- Understanding churn risk and customer lifetime value.
- Using Customer Insights – Data across other applications.
- Applying Copilot for account management.
- Working with the Sales Research Agent in account management.
Forecasts, pipeline, and sales analytics in Dynamics 365
- Gaining an overview of forecasting and pipeline management.
- Creating and managing forecasts.
- Maintaining and evaluating the pipeline in a structured way.
- Applying relationship intelligence and analytics.
- Monitoring and managing agents.
- Using Copilot for forecasts and reporting.
- Integrating the Sales Qualification Agent into forecasting.
- Working with the Sales Close Agent in forecasting.
- Getting to know and applying supervisor workflows.
Up to 100% funding for your continuing education
Attractive funding opportunities are available for numerous continuing education programs – depending on the funding program, up to 100% funding is possible.
The requirement is that you live or work in Germany. Our funding opportunities are not available outside of Germany.
Funding opportunities are available for career starters, job seekers, career changers, startups, experienced professionals, those seeking career advancement, and specialists.
Who is Dynamics 365 Sales designed for?
- Dynamics 365 Sales is aimed at professionals in sales, pre-sales, sales leadership, and CRM management. Specialists in customer success or business applications also benefit from centrally managing sales processes, customer relationships, and sales data to make data-driven decisions faster.
What prior knowledge makes getting started easier?
- Sales experience and a basic understanding of CRM workflows are helpful. Familiarity with Microsoft 365 or sales business processes is a plus. Programming knowledge is not required.
What core features does Dynamics 365 Sales offer?
- Lead management, opportunity management, forecasting, pipeline analysis, contact management, and sales forecasts are at the center – complemented by AI features, Copilot support, dashboards, and automations.
In which business areas is Dynamics 365 Sales used?
- Wherever customer relationships are managed in a structured way and sales processes are digitized – from lead qualification and quote tracking to forecasting, customer communication, and cross-team collaboration between sales, marketing, and customer service.
What advantages does CRM bring to everyday sales work?
- Visibility into leads, opportunities, and customer contacts enables better planning, early detection of pipeline risks, and data-driven decisions. Centralized data storage also improves collaboration within sales teams.
What tasks can be covered with Dynamics 365 Sales?
- Capturing leads, managing opportunities, maintaining customer data, creating forecasts, and analyzing sales metrics are the most common use cases. Automations and AI features help identify priorities faster.
What role does AI play in Dynamics 365 sales?
- AI and Microsoft Copilot analyze opportunities, prioritize leads, and generate summaries or recommendations. This makes relevant information available faster, reduces routine tasks, and supports more targeted decisions throughout the sales process.
What sales challenges does Dynamics 365 Sales address?
- Scattered customer data, unclear pipelines, and inaccurate forecasts can be tackled effectively with a centralized CRM platform. Dynamics 365 Sales improves data quality, creates transparent processes, and enables consistent management of leads, opportunities, and customer relationships across the entire sales cycle.
