This one-day course introduces Dynamics 365 customer engagement apps for sales and marketing. You will learn how Dynamics 365 Sales and Customer Insights use AI and Copilot to generate leads, build customer journeys, and help sellers close deals faster. The course covers navigation and security in customer engagement apps, lead generation and nurturing with Customer Insights – Journeys, lead qualification, opportunity management, and Copilot-assisted selling with native Microsoft 365 integration.
Who Should Attend
Business users, sales and marketing professionals, and new Dynamics 365 users who want to understand how customer engagement apps support the sales process.
Prerequisites
- General familiarity with business sales and marketing processes
- Basic experience with Microsoft 365 apps
Course Objectives
- Describe the foundations and cross-solution capabilities of Dynamics 365 customer engagement apps
- Use Copilot Chat and AI assistants inside Dynamics 365 apps
- Build segments, emails, forms, and customer journeys in Customer Insights – Journeys
- Explain the lead-to-opportunity process in Dynamics 365 Sales
- Use AI tools such as the Sales Qualification Agent, work lists, and sequences to improve seller productivity
