Demonstrating Microsoft Dynamics 365 Sales - 2025

Demonstrating Microsoft Dynamics 365 Sales - 2025

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Dynamics 365 Sales empowers sellers to help  teams accelerate revenue and increase scale. This   includes AI assistance, automation and insights  to improve focus and productivity. Let's start   by looking at how it works in Outlook. Using  the Copilot digital assistance, salespeople can   perform various CRM tasks in the familiar Outlook  interface without juggling between applications.   Here, we've received a new email. Copilot has  identified the sender as a contact that doesn't   exist in Dynamics, so it nudges us to create this  record in CRM. Contact information including the  

job title is automatically extracted from the  email. We can populate any additional field   data and click save to add this as a new contact  in Dynamics. Copilot also offers an email summary   for detailed messages. This can save time  by quickly conveying key points helping you   identify the next steps. These email summaries  can be copied and saved to the relevant record   in Dynamics or you can save the complete email. In  both cases, the message details will be added to   the Dynamics 365 record timeline as we'll see in a  moment. We've now moved to another inbound email,  

this time from an existing customer. The  information in their message affects a deal   that we're working on. Copilot automatically finds  the appropriate Dynamics contact and other related   records including our active sales opportunity.  The email says the potential order will now be for  

an increased value but the expected completion  data has been pushed out so we need to update   this information in CRM. To simplify data entry  and minimise the time spent switching between   applications, with Copilot you can access your  CRM deals within Outlook and make routine changes.   Here, for example, we'll adjust the forecasted  value and the estimated close date. Copilot can   be configured to display other related CRM records  alongside your Outlook emails. In this example, we  

can also navigate to the related account to view  or update information in Outlook or follow the   link to open this record in Dynamics. By working  alongside Dynamics 365 and Outlook, Copilot also   helps save time when replying to emails. Going  back to the previous message, I want to respond   to this sales enquiry. Copilot will now prepare a  draft response using the context it's gained from   the email. Looking at this first draft, we'll ask  it to make a change. This could include varying  

the message length if needed but for this response  I'll just adjust the tone. Copilot recognises that   a call is proposed and because it can see my  calendar availability, I'm able to select a   couple of time slots. Copilot now redrafts the  response which can be copied into the email body   where changes and further personalisation  can be made. Upon sending the message,   the email is automatically tracked in Dynamics  365. We've seen how salespeople can easily access   and update CRM information in Outlook, let's now  switch to the main Dynamics 365 Sales interface.   Because Dynamics and Outlook run on the same  database, it means there's always a centralised   view of each relationship. In Dynamics, contact  records provide a single reference point about  

each person. The Copilot AI assistant is present  here too, providing a summary of record highlights   which gives us a head start, especially if  we're not familiar with this relationship.   Below the highlights, the timeline provides a list  of interactions including the tracked email we saw   earlier. To quickly find timeline entries, you can  run a keyword search or apply various filters such   as activity type and status reason. Dynamics  365 Sales works alongside other Dynamics apps,  

so interactions from these can be made  visible to sellers subject to security   role permissions. For instance, here we can see  case communications in the timeline from the   Customer Service Workspace. Dynamics Marketing  interactions can also be accessed to improve   transparency between sales and marketing teams.  Here, we can see recent marketing emails sent to   this person and understand which ones they've  opened. Each personalised marketing message  

can be viewed from the timeline giving sellers  clarity and potential conversation starters.   Dynamics also integrates with LinkedIn Sales  Navigator. This includes enabling sales teams to   surface LinkedIn insights about a contact, make  connection requests and send LinkedIn messages   within Dynamics, which again minimises the  interruption of jumping between interfaces. From   the contact record you can quickly access other  related records including scheduled activities.   Sales leads are another type of record that  can be accessed from a contact. These could   be early stage enquiries and other unqualified  prospects. For example, leads could be prospects  

from a trade show or people who've responded to a  recent marketing campaign. Within a lead record,   sellers can be guided by prompts in this "up  next" area, which recommends the next action   to progress a sales lead. Often sellers need to  methodically follow a defined sequence of steps   to qualify leads, so consistency is important to  achieving successful outcomes. The precise steps   and timings will vary depending on the type of  lead, so in Dynamics you can configure a series of   sales sequences to cover each repeatable scenario  relevant to your business. In this example,  

the lead is connected with a nurturing sequence  and the next step prompts the salesperson to send   an email. Below this immediate action, we can  see the next steps in the sequence that would   be triggered at the appropriate time, which  include making a follow-up call and sending   a additional messages. Let's follow the next  sequence step by sending an email. Upon clicking   the email button we stay on the lead record and  we see this email overlay which has an editable   message. The template was added when the sales  sequence was configured to fit this specific   scenario. This saves time by removing the need  for individuals to find and select the correct   template or type a message from scratch. Once  the email is sent with any appropriate changes,  

the message is added to the lead timeline and  this will also be accessible on the related   contact record. The "up next" box is now updated  to promote the next action in the sequence that   will be triggered in a few days. Managing dozens  or more leads creates challenges in understanding   which ones to prioritise. Using work lists, the  Dynamics 365 sales accelerator helps to manage   and prioritise actions on your active leads. Work  lists are an evolution of the classic activity   list which details the records that are assigned  to you. Where action is needed today these tasks   may have been created manually or automatically  assigned through a sales sequence. Clicking an  

item will open the record enabling us to check  the next best action. Once completed the entry   is removed from today's work list. To prioritise  leads and help achieve higher conversion rates   Dynamics also provides predictive lead scores.  Using historical data on the lead form we can   review the positive and negative factors Dynamics  has used to calculate this score. This reflects   an analysis of data to identify factors which may  contribute to a successful sales outcome and any   detracting points. These scores drive lead ranking  in the daily work list where the item at the top  

is the next best customer or prospect with the  highest predictive score. If you want to know   more about work lists and sales sequences, we have  a separate presentation that provides more detail.   Also if you're getting value from this video  please do give it a like. OK, so once we're ready  

to qualify a lead it can be converted into a sales  opportunity. By default, a single opportunity will   be created but Dynamics can be configured to  allow up to five opportunities from a single   lead. We saw earlier how Copilot allows you to  surface details about opportunities in Outlook   and it also provides helpful insights within the  Dynamics web interface. For this opportunity,  

the Copilot summary includes the forecasted value  and close date, and it's also flagged a competitor   risk. This information can be handy if you haven't  previously worked on a specific opportunity or   maybe if you're working on multiple deals and  you want to see a recap or summary of any recent   changes. Like lead scoring, an opportunity score  is also available. This uses a predictive machine   learning model to score and grade each opportunity  helping sellers prioritise their deals. The  

separate relationship health score provides a  snapshot based on tracked emails, phone calls,   tasks and other completed activities between  the customer and the seller. Like any record   in Dynamics 365, the opportunity layout and fields  can be customised to reflect your selling process,   rules and preferences. Sales sequences can also be  used to progress opportunities prompting sellers   to follow a series of steps to win each deal. In  addition to appearing on the opportunity form,   the next opportunity step will also display  alongside leads in the sales accelerator work   list that we saw earlier. Winning deals is a team  game so Dynamics integrates closely with Microsoft  

Teams to increase collaboration. Directly  alongside sales records, your latest Teams   chats are accessible, which is another example of  how Dynamics minimises the time spent switching   between apps by bringing these conversations into  the CRM interface. From this window, we can start   a new chat linked to the current CRM record. This  allows us to contact other team members without  

navigating away from this opportunity. It also  enables other team members to gain context about   the opportunity and make contributions that will  help us win the deal even if they aren't Dynamics   users. In Teams, this chat will appear as  a separate conversation for each person   involved. Alternatively, deal rooms provide  customisable workspaces that can be created  

from Dynamics opportunities offering a structured  collaboration area in Teams. These are designed   for complex long-term deals which require  extensive collaboration and document sharing   that involves multiple stakeholders. Deal rooms  have deep integration with Dynamics 365 enabling   record sharing deal summaries and progress updates  within Teams. This centralised approach enhances   teamwork, streamlines communication and improves  visibility for high value deals that require   coordinated efforts across internal and external  parties. To progress this particular deal the  

next step is to schedule a Teams meeting with the  customer, and that can be done within Dynamics.   From the timeline we can quickly create an  appointment and set this as a Teams meeting. The   scheduled meetings can be launched directly from  Dynamics 365 as an alternative to navigating a   way to Outlook or Teams. During calls, sellers can  view and update CRM records and capture notes that   will be saved on the record. Dynamics conversation  intelligence is also working in the background by   automatically analysing and transcribing sales  calls. After each call, the summary provides  

an overview with autogenerated highlights that  can be added to the call summary. This will also   suggest follow-up tasks and flag any predefined  keywords mentioned during the conversation,   such as products, competitors and people.  To interpret your data and get insights,   Dynamics 365 Sales includes multiple pre-built  dashboards covering leads, opportunities and other   tables. For example, you can check your pipeline  at a glance to visualise expected revenue at each   pipeline stage, check your top open opportunities,  see active leads and review your biggest value   deals in the current year. This is just one  example of a realtime ready-made sales dashboard,   but others are available, and you can easily  create your own bespoke sales dashboards, charts   and lists. From a grid list you can also use Power  BI to generate a set of visuals in a single click.   In a few seconds, this will automatically create  a report using data from from the current grid.  

This makes it easier to explore your data using  interactive charts and filters to drill down   and uncover actionable insights. To advance  the opportunity we looked at earlier, a quote   can now be issued. The price calculation for each  quote and line item will depend on these products   definitions including pricing rules, taxes and any  discounts. Switching to the quote tab we'll create   a new quote that will prepopulate each line item.  By pulling in these product details sellers can   adjust pricing and other quote elements in the  draft state, but depending on your own business   rules some elements may be restricted to prevent  unauthorised changes. Also, before a quote can be  

sent it might be subject to an approval process.  For example, if the quote is above a certain value   an automated process could be triggered in  Dynamics that will notify one or more people   who need to check and authorise this before  it can be sent. Once the quote is confirmed,   it can be activated. This can be exported as a PDF  using your organisation's branded quote template,   and within the Dynamics interface it can be  emailed as an attachment. Alternatively, ServerSys  

can integrate Dynamics with an electronic signing  service such as DocuSign for seamless delivery and   automatic capture of signed quotes, which can  handle revisions and multiple signatures. Once   the customer approves a quote it can be converted  to an order record in Dynamics. From the order,   you can create an invoice to bill a customer  for this sale. Dynamics 365 can integrate with   your ERP system, such as Business Central,  so that order invoices are channeled through   these applications and payment updates are  synchronised back to CRM. For B2B firms,  

accounts in Dynamics 365 track the various  organisations you work with. Each account stores   information about the associated contacts and  other related records such as leads, opportunities   and sales orders. This is a relational  structure so a parent account sits at the   top of the hierarchy providing a unified view of  interactions across these related tables. Copilot   again helps by providing an account summary which  highlights the key points about this relationship,   including flagging recent opportunities. From  the suggested prompts, Copilot can help you   understand any recent changes on the account,  alternatively you can enter prompts such as asking   Copilot to find recent news stories about the  organisation that is surfaced by Bing. Earlier,   you saw an example of a relationship health rating  on an opportunity, and the relationship analytics   tab provides a more comprehensive assessment  on sales record forms, including accounts.  

In this example, Dynamics uses email and meeting  activity between our organisation and the customer   to calculate performance indicators based on  these tracked interactions. These out-of-the-box   insights include the most contacted people  per account, a comparison between interactions   started by the customer and the seller and an  analysis between the number of emails sent by   either party. The relationship activities widget  looks at activities over 60 days for this account,   segmented by date and activity type, including  emails sent or receivef, meeting invites sent and   phone calls received. Some account relationships  can be complex, involving multiple contacts spread   across various teams. To provide clarity org  charts offer a visual hierarchy to identify  

key decision makers and influencers who may be  involved in the organisation's buying committee.   Using drag and drop controls, related contacts  can be moved into the chart or repositioned as   needed. Another benefit of LinkedIn Sales  Navigator integration means that profiles   can be viewed from within the org chart, and this  will also highlight if people have recently left   the organisation. You can access sales and  relationship information using your mobile   device while on the go. Tthis can be done using  the Dynamics 365 sales app for iOS and Android   devices or using your mobile browser. In this  example, we've logged in using Power Apps which   includes mobile offline working capabilities. Each  of these options provides a comparable experience  

to using the desktop interface allowing users to  make quick and easy updates. Using the menu we'll   navigate to our list of open opportunities.  Now we'll click through to the related  account. The mobile experience can be customised  as required. For example, this could vary the   process to create records or provide mobile  optimised controls to update fields. Let's now   look at how Dynamics 365 supports sales leaders.  In addition to the team-based versions of the   personal dashboards that we looked at earlier,  this view offers a visual overview that provides   clear visibility to show the status of a team's  overall pipeline. This opportunity pipeline view  

provides a snapshot of the volume of prospective  deals, the estimated revenue, expected close dates   and probability status. In the list below, we  can aggregate opportunities by numerical value,   for example, to calculate the average probability.  Another calculation could be set for the total   estimated revenue. Columns can also be used to  group opportunity rows, which applies filters to   help you organise and navigate these records. For  example, to focus on the opportunities expected to   close in the short term, I'll group the estimated  close date by quarter which allows us to expand   and collapse opportunities within these quarterly  groups. To dig deeper, the Dynamics forecasting   screen helps sales leaders assess how their team  performs against its goals. This overview can be  

customised to display the relevant forecast detail  including sales periods, territory groupings and   currencies. The result is an on-demand projection  of what a team or organisation is expected to   achieve within a predefined period versus assigned  sales targets or quotas. Another example of how   Dynamics data helps leaders gain insights into  their top performers is by using conversation   intelligence from Microsoft Teams calls. These  pre-built reports highlight the characteristics   of the most successful team members, including  effective talk to listen ratios and which keywords   gain traction during sales conversations. This  also includes sentiment analysis from recorded   calls that provides insight into sentiment.  Trends and a comparison between team members  

help identify coaching opportunities that will  improve performance. Sales usage reports are   another helpful tool for managers to analyse team  performance and monitor Dynamics 365 adoption.   These embedded Power BI reports provide insights  across sales performance indicators for the key   entities we've looked at. This example of the  opportunities usage tab includes an overview   of how many opportunities have been created  and updated, which team members converted   the most opportunities, and a monthly status  summary. Switching to the contact usage tab,   these reports include a monthly analysis of  actions performed on contacts and which users   were most active. Previously, we looked at  how sales sequences help sellers save time   and achieve consistent outcomes through through  a work list and guided actions. In this area,  

you can manage and create sequences to cover your  repeatable sales scenarios. This could be a simple   linear sequence of steps that sellers should  follow to advance a lead which reflects your rules   and methodology, but sequences are highly flexible  and they can be designed to include automated   steps that handle more complex processes,  which reduce manual effort, for example,   a sales sequence could include conditional rules  and command steps to automatically update records   and apply user assignment criteria. Within the  flow of each sequence, other steps could include   sending automated text messages and adding  wait times. With integrated Sales Navigator,   you can weave social selling activities into  these sequences that could include nudging   sellers to complete research on a person by  clicking through to their LinkedIn profile.   There's also a "get connected" step that will  appear in the work list where sellers can make   connection requests from within Dynamics or send  inmail messages. These are just some examples to   demonstrate how Microsoft Dynamics 365 Sales  provides an end-to-end solution that helps   sales teams grow relationships and close more  deals. At ServerSys, we will partner with you to  

implement Dynamics tailored to your unique sales  process, providing ongoing consultancy and suppor   to help you maximise its benefits. Please get in  touch to discuss a solution for your business.

2025-02-09 13:11

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