Dynamics 365 Sales in an Hour: A Complete Overview

Let's take a look at all of the things that you might need or want to understand about Dynamics 365 sales over the course of the next hour I'm going to help you with everything you might need to know about the why and the how that will help you get started with this either for your organization or perhaps if you're somewhere else in the CRM or Consulting world and you want to get into this I'm going to take you through Some Core Concepts around CRM this is really important because it's changing a lot at the moment

with the capabilities and how we can think of it and also why Dynamics 365 instead of doing CRM in a spreadsheet or a SharePoint list or other model driven apps we'll have a look at the core components of what a CRM is and does and then I will go spend most of the time here going through how we can actually use Dynamics 365 sales how you get started with it what are the Core things that it can do that are really important for you to understand before you start and as you start working with it

then where we're going with this now and into the future with some of the AI and co-pilot features that are there that are actually really changing the way that we think and work about this now don't run away if you think you know what CRM is already maybe you do I really want to take you through why it's changing and why Dynamics is a Different Choice than using a model driven app or Excel or SharePoint but if you do want to jump ahead use the chapters to get to where you want to go here this

is what the way we we always thought about CRM traditionally as I've been working in this space this is kind of the the the thing that you will have heard a million times accounts contacts leads opportunities activities this is typically what we do with CRM and we absolutely still do all of those things But the way that we start to talk about it now and the way we can imagine it now is quite different it's a lot more about how am I as a seller communicating with my customers which realistically I do in Outlook I

live in my email more than my CRM how am I communicating and collaborating with my team with the other people who might be product Specialists or managers in the organization which for most organizations is going to be done in Teams how do I prepare for my meetings create my proposals I'm leaving in word and PowerPoint how am I going against my target do I really have to do data entry I don't think there's ever been a seller who wakes up in the morning and goes yes today I'm going to spend my day doing data entry

of who I've visited and what I've done that sort of stuff just you know is grunt work that nobody wants to do so we're going to see some of the tools that are coming in that can change The way we do that so if we think about what is a CRM and what are the options for building a CRM if you search for this you'll actually find a lot of stuff out there on how to CRM in Excel and it's just not the same thing I'm also going to have a look here at the difference

between model driven powerups which are actually a place that you can do CRM we'll get a bit of SharePoint in there as well and how all of that compares and how you can make the Decision that's right for your business in there the analogy here is around whether you want to build a house or buy a house when we're looking at model driven power apps and we will come to that concept if you're not familiar with it versus Dynamics 365 but I'm going to start with what happens if you're looking at Excel or SharePoint do

you like my AI generated image here it's quite cute isn't it if we're looking at working with power apps and Dynamics 365 Is building a house or buying a house really if you're working with the tools in the Microsoft 365 office product Suite you are building a tent you're pitching a tent so you know that might be fine depending on what you're doing but this is nothing like a substantial as where we're going with this let me sort of explain this a little bit more for you this is what happens if you CRM in Excel

and a lot of people do this you'll end up with one spreadsheet which Has all of the counts on it one spreadsheet which has the contacts and you might then have some kind of lookup locked back into that other spreadsheet then you might have your deals or your pipeline again kind of linking back to that account so you end up with a series of linked spreadsheets there are substantial organizations doing their CRM this way there is no security on this you can't stop people from you know changing things just copying and pasting It and exporting

it if they leave the oran organization the risk of multiple versions the risk there's just there's so much risk associated with this you need to really understand the value of this data to your business and to the people whose private information is in here a spreadsheet is not ever a suitable place to do a CRM this is important data for your business this is your customers information and it's their private information think about How you would feel about you know all of your details being on a spreadsheet in a business and I know this is

a reality but let's hope that we can move on past that you're also going to hit a limit here at some point where you just can't capture everything like as we move through looking at more complex scenarios and even if you're just dealing with accounts and contacts and and and your pipeline at some point here you want to start to track the Activities that you're doing and the whole thing will just kind of blow out and blow out and end up being something that you just can't get that full picture of what's going on but

the data is very real here same with SharePoint you can create a CRM type thing in SharePoint I think this is less common than Excel you end up with a series of SharePoint lists that allow you to sort of you know connect and filter I can click on the list of accounts and now I'm just seeing the list of contacts you can function in a basic dress address book like this but again like Excel there's no data security on this hiding it as where other people in the organization can't find the SharePoint list is not

a suitable way to do security your data is not secure and protected in here with the right sort of things plus it's just not I'm not a SharePoint expert I'm sure you can do much nicer things with the user Interface than this but you're still ending up with something that's a a very compromised situation so let's talk about two real options here and obviously the title of this video is Dynamics 365 sales in an hour I'm going to spend most of the time on that but I just wanted to talk to you about the difference

between a model driven power app and Dynamics 365 sales because they are actually built on the same platform under the hood which is Microsoft Dataverse now dataverse is a relational database but so much more than that it can drive your business process logic it's got sophisticated search you can do reporting you can do all sorts of things in there so this is built for purpose if you build a model driven power app or you build an app on data ver even if you're putting canvas apps over it but you're starting with datae you are in

the build a house type of thing so starting with a foundational platform That allows you to build out something that's secure and scalable unlike what we saw with the previous examples you can put all of the right security around that but you are still having to build that thing yourself from the ground up so there are some benefits here and if you're in a relatively small business this is actually a perfectly good option but we'll have a look at the differences here because there's a lot of things that you're getting with that Dynamics 365 sales

license that that come with the license in particular around Automated Business process flows and logic and AI that you don't get here you either have to build them yourselves build them yourself the AI piece is a big differentiator at the moment too because there's a lot going on in the investment in that space if you buy that house you are paying for that and getting that whereas you're not getting it here so if you're building out a Model driven power app and I've got plenty of videos on the channel here about model driven power apps

you are starting with the idea of relational database properly structured accounts contacts all of those kinds of things you can actually work with a guided business process flow so you can have something where you work through your lead to opportunity process with guided steps and stages we will have a look at that you can bring in a timeline here This is very different from what you can do in Excel and SharePoint because now you can connect that up and track your emails track notes appointments tasks all of those things which honestly is at the part

of where you're going to get value out of your CRM is tracking your activities as well as tracking your pipeline SharePoint is great as a document storage location that was SharePoint lists we were looking at before the idea here is that the Platform works together so you've got your database going on for your CRM component but then you've got your related documents so you can absolutely do this here and you start to get some benefit from things like duplicate detection rules that work in data verse on the platform there's a copile pilot for datais that

will allow you to natural language query your data and it's all low code configuration you're also starting to get some things with Data ver and this is what I mean when I say it's more than a database is that you can start to these are some of the things I was talking about yes tick I'd like to set up SharePoint document management we've got search duplicate detection um being able to track activities and things in there so you might end up with something that looks a little bit like this now this is a very very

basic one uh I could do a video on how to do this If there's enough interest let me know in the comments and don't forget to give this video a like and consider subscribing if you find this valuable what we've got here is a a model driven power app where I'm using the outof the-box account table I've done a little bit of tidy up on the screen to put the things in the in the right place and then we have also got an opportunity in here where I'm actually tracking my process through now just a

warning here Is that the opportunity table is what Microsoft Flags is something that's a restricted table so when you're working with Dynamics 365 sales there's a lot of very sophisticated functionality and business logic that goes with the lead to opportunity process and those tables you can't use all of that without paying for that license however there is no reason that you can't just go in and create your own custom table called opportunity put the pieces on it you Want and put in something like this as a business process flow you're not actually using the Microsoft

kind of proprietary Automation and things in there but you're also not benefiting from it so that's where there's a big difference even though this might look similar on the screen to what you start to get in some parts of dynamic sales you can't use that underlying object you need to do something that looks similar but you're building it from the ground Up and you're maintaining it so this idea of a business process flow can guide you through the pipeline stages can also help you with doing your reporting on this as well and you'll see there

I've got some details in there about the topic and who the customer is and what it's worth and the start of a timeline in there and co-pilot on the side but the main topic of what we wanted to cover here is around Dynamics 365 sales this is the buying a house so We've got the same foundational elements Dynamics 365 sales is actually a model driven power app it's built on dataverse it's all of the same kind of components that you can use to build a model driven app but it's a pre-built a very very sophisticated

we call it a first party app from Microsoft a very sophisticated uh application in this instance you're buying the house that you can go in and we'll talk about configuration later you can go in and change the curtains and Replace the carpet and renovate the kitchen and do all of those things but you are starting with a pre-built house now the decision Point here between whether you're going with a model driven app or with this pre-built House of Dynamics 365 it's around how sophisticated you are with with what you want to do with your business

you're getting a lot more handed to you when you've got the keys to this particular house you're paying more for that Obviously so it depends how much of that you want to use and I would encourage you to understand what this offers which is exactly what I'm going to take you through next so that you can make that decision about saying yeah that's worth paying for like there is a reason that that has a different price tag than building a model driven app and what you're getting versus do I just want to configure some stuff

myself to do something that's a similar to what I Might do in Excel but with a much much better security and scalability way of handling that so here are some of the things that you get with Dynamics 365 sales that are over and above what you're getting with that model driven power app first of all when you start with the model driven power app and you start with that foundational data model in dataverse accounts and contacts are standard tables those are already there you don't have to build them but there's A lot more going on

in sales where there is a fully built data model for selling you've got leads and opportunities which we talked about before but also a whole lot of things around products and competitors and uh order quotes invoices sales which it's actually quite a lot going on in there you've also got pre-built forms and Views so there's a lot of things that come out of the box with all of those tables that are set up with nicely configured screens ready to Go you can change them but you've bought the house it's got everything there you might move

a piece of artwork from one place to another but you're not have to come in you're not coming in and choosing everything and having to design and build everything from scratch yourself the lead to opportunity process is really high value we are going to come back to this because it matters a lot and misunderstanding that is one of the things talked a little bit before About how you can't use that in a model driven app without the license that is a really important piece to understand I've seen organizations break it don't break it we will

come back to that there is also a quote invoice order process I'm not going to cover that here that doesn't get used as much as some of the other things going stick to the really core things you've got the ability to do territory Management in here so you can set up hierarchical territories and have A sales manager and people assigned to things there's also basic case management so this does kind of Click into the other Dynamics 365 customer experience applications uh and service applications customer service and field service and customer insites for marketing automation but

some of those things then the case management part belongs to the customer service application but they actually in the license here include a little bit of Basic case management inside here so you actually do get that sort of capability and then if you want to expand into your CRM also covering service you're just kind of connecting the pieces together it's all the same pieces underneath so it's really really easy to extend into that some of the other things that are a little bit more fun not that the rest of it's not fun it's all fun

of course there's an orc chart I will show you that that gives you visualization and That's something you can't if you use a model driven power up you'd have to build that from scratch yourself lead routing so there's a lot of capability in here for saying as leads come in we want to classify them a certain way and assign them to People based on these rules is an engine that will do that for you sales sequencing allows you to set up something where you might say when a new lead comes in then we want these

things to happen in this sequence Somebody must call them back within 3 days did they respond to the call yes or no then this happens so a little bit like a a sequence of steps that you want followed and you can track that we will have a look at that this is probably not very well known but you can actually do one: one SMS from here so sell can be doing SMS from within the application with customers predictive scoring so this is where we start to get into some of the AI based features that are

built Out of the box and this is where there's this big differentiator that we'll have a look at because this is something you can just switch on and enable once you've got a bit of data in there this will just light up with things like relationship analytics how's the health of your relationship with the customer based on all of those interactions what is the score what is the likelihood that this lead or opportunity will close based on previous One or lost opportunities how's my forecast going including things like snapshotting forecasts we had you know $5

million in our pipeline a month ago and now we've only got $2 million what happened that kind of thing as well as the ability to use co-pilot and it's not the same as the full co-pilot for sales or you can go there as well but there is co-pilot capability included in this line license at the Enterprise level where you can actually do your crmn Outlook and think back to where we started here that's honestly where people work so a lot of these things and this is not a comprehensive list this is really just a sort

of starting point of some of the things all of these are things that you get with the Dynamics 365 sales license that are pre-built and ready to go configure and use that you don't get with building a model driven app from the ground up so these are the kinds of things that you want to weigh Up if you're hearing about all of this and as I show you all of this this seems like really high value it's when you want to consider buying that license if you're really just running something that's more of a basic

address book and a pipeline and you're not taking advantage of all of those things you might want to consider a model driven PowerUp so one of the first things is how do we get started and this is a question that comes up a fair bit so I Am going to switch across here I'm not doing any editing on this video by the way we're just going to we're just going to chat cuz I much prefer to do it that way so let's see if I can get my screen zoomed up to a size that works

here there we go free trial so if you haven't come across this before you can get a free trial and this is a really easy place to start I'm going to show you how this works trials. dynamics.com is the website that you want to go to and you Can actually sign up for this just using your email address choose your trial and here we go Dynamics 365 sales try for free now I'm not going to get any further than this because I've already signed up for my trial before the video but what you do is

you just put your email address in here agree to the terms and click Start free trial and then within a very short period of time you will get this coming up on the screen so again let me just zoom it up this is a Fully um responsive user interface so you can see that I can sort of zoom up on my big Monitor and and zoom down again to see what's going on now if you come into this experience you will possibly be confused because it actually doesn't look the same as if you look at

any of my videos here on Dynamics 365 sales or any of the documentation immediately it's kind of the same but not the same so it's a little bit confusing the reason for that this is Actually giving you an experience that's a little bit curated for a trial there's a take a tour piece in here you know you can tick through so this is actually quite good if you're new to it work through these things but if you want to jump straight into the sort of real experience this has also got a much more simplified menu

what you need to do is go up here to the top where it says sales trial and this is where you can switch applications so this is what you Get all I've done here is sign up for the trial you can see I've got customer service applications and various other things going on when I said before that this just clicks together with the customer service application this is the experience you can actually sort of switch across it's all the same underneath but I want to switch from the sales app to the customer service app or

the field service app or whatever other things you've got and you can also Create your own customized app so you can have different experiences for different users I've seen places that will do a bit of a hybrid of sales and service together I've seen places that will do a simplified version for sellers if the menu is too confusing so you can start to do all of those kinds of configurations as well if you want what you want to do here we clicked on sales trial click on this one here that's called sales Hub and now

this is the Full application so when you've signed up for the trial it does take you into that curated trial experience do have a look around you can see the difference of how much more is on the screen here and why they don't land you there when you sign up for a trial but this is actually sort of where you will actually end up being so I'm going to talk you through this and how it all works and what you need to know this is starting with a thing called the sales Accelerator so this is

the piece where what we've got down the side here is a a worklist of tasks that we need to work on so I've got this view where we can say here we go this is a follow-up call and this is a lead so that that's in there if I click on the next one here this is another follow-up call but that gives it to me in here and as we work through the list there's different things that are going on and you can see this is coming up in this up next pane Here we keep

going through this one is sending out an email so with any of these things your administrator can just do a sort of a drag and drop configuration to set up these tasks so this is something like every time a lead comes in there needs to be a follow-up call made and the person who's doing this can work through this so here we've got Laona and I can click on this Mark complete and then what that will do is actually just Push that down into the you know there we go there's my phone call Mark complete

and that one has dropped off the list and then I keep working through the list so this is something that you can trigger these automated sort of sequences of tasks for the sellers to work through let's sort of go back to the Core Concepts here this one comes up on the screen first and is one of those high value things but in the end what we're working with primarily is the Accounts and contacts in this notion of a a pipeline here so what we've got here this is my list of accounts everything in here has

the concept of my versus all so this is where we have that ownership and security and permissions and as an administrator you get to choose who has access to what based on you know I can read write edit delete things that are mine or things in my team and up and down the hierarchy with the permissions right down to the field level so my Active accounts I've got these things in here we've got a drop- down list of options here where you can look at things like active accounts all accounts if I've got permission to

view more than just my accounts I can switch across to that view and in this case I've got all the accounts because I've just signed up for trial but you would see those things in there um and you'd be able to to work through them let me go back to the my active accounts which is the default View in here you can sort filter do all sorts of things with these kinds of views and of course because Microsoft there's a very nice export to excel button that just sits in there all the time so let's

take a look at one of these if we go into Northwind Traders what we've got is the information about the account everything on this screen can be configured you can change the sections here the headings the the order of what's on there add new things remove Things we'll come back to that but everything here we've got all of the details about the account there's actually in here the ability to have a hierarchy so you could have something where North Wind Traders for instance is part of the adatom corporation and we can we can put that

in there uh we have got the timeline in the middle here so this is this part that is really core to the experience of being able to track the activities which is something that's Hard to do if you're working on a spreadsheet so we've got in here meetings and this is completely integrated with teams if you're creating meetings in here you can actually click on this little plus button and create a meeting and you can see you can actually create a teams meeting from here and it's completely synced with Outlook we'll also have a look

at how this does sync with Outlook for emails and tasks so this is a history of all of the Things we've got meetings we've got tasks we've got different things and this is actually rolling up here this is the opportun uh sorry this the account this is all of the things that are that we've done at the levels below because now we're in a proper data structure where an account has related contacts One account can have many contacts a on to many relationship One account can have many opportunities One account could have many whatever else

it is you Do in your business contracts subscriptions products warranties you know whatever it is that you need to track this is the outof the-box demo data from Microsoft that is contoso coffee so we've got some coffee pot examples in here I am thankfully well caffeinated before I hit record so I'm good otherwise talking about coffee would just make me crave one so the timeline here and this is the first example of co-pilot in action is that We've actually got a nice summary of what's going on this automatically generates a summary because even though it's

useful to have all that stuff in the timeline actually browsing through and reading all of that is generally going to be far too much so this is giving you that information in there this account has got contacts so we've got people who work for the account so we've got herberto and mguel we can pick someone to be the primary contact person But you can also have a long list of contacts we've got different tabs across here so this one has got details about the company but you could have another tab in here you can configure

this to say actually I want to see my list of contacts in a in a grid and work through all those things plus some core information here in the header let's go a level down here and have a look so you can click through so now we've gone through from an account into a contact In here um we've got this person's job title fictional fictional details about the phone number and uh and email address in there and then again all of the things that's gone on in here and if you start to have connections with

other people the demo data isn't quite Rich enough here but you've got things in here that will surface up some of those other connections and then I can click back here to to go back all of your navigation is down the side here so at Any point you can go through and say I want to click through and view all of my contacts or accounts leads and opportunities in there there's also a global search at the top here that you can use to search anything and when you've got this configured you can set up something

so that that appears as a search bar in the top window there uh but I'm just going to go back we can also have in here the list of recent records so I can go back into that one Quite easily and if this is an organization I work with a lot I might want to pin that because realistically that's how that's how people are working with this kind of thing so let's have a look at this org chart feature which is something that you have in here let's just skip over the instructions and uh yeah

I've got it so what we can do here is add in so I'm going to put uh I think we've got Harry Berto is the the most um I got to love it I'm not going to Edit this out we're just going to kind of bring this person an in can I drag them onto there there we go all right you used to have to search for it got to love it when they change the the features you do have to do a a save first to to bring that person in ah you got to

love it when micro Microsoft always asks for your feedback when I'm I'm doing a live demo we're just going we're just leaving this in today so there we've got that in there there's Your primary contact and now we can start to drag and drop other people in here so we click on edit chart and I can bring the purchasing manager reports into this person you can have within here this person is the primary contact but we've also got these tags as people as decision maker influencer blocker and those things can be configured to be whatever

it is that you need to do in there as well now obviously if you've got more people in there you can start To do this I've got a whole video on the orc chart here if you want to see more but you can also do um in here if you've got LinkedIn sales Navigator I haven't got that set up with my trial system here but if you've got l LinkedIn sales Navigator you will actually get little Flags in here of people update their jobs and change jobs which is a really useful way of keeping track

of things but that's a demo for another time let's go back into North Wind Traders here so The other piece here is around the pipeline which is honestly what most organizations are getting a CRM to handle so we start with leads and work through to Opportunities now actually I should say before we go on to that sorry that we've got with accounts and contacts I'm showing you that that structure there of an account has many contacts that's a B2B scenario but if you work in a b Toc scenario you don't have to use accounts you

can actually Just have people in here with no accounts and no account relationships so it can handle individuals if you're coming from the Salesforce world it's quite different from how that works it's a different kind of data structure that I won't get into here but you absolutely can use the contacts as a standalone thing here and just just remove accounts from the menu and do a b a beta SE scenario so let's uh close this so what we've got here is our list of leads and This is showing us again this is this sort of

focused view of having a list of leads down the side this is similar to what we saw at the start with the sales accelerator but it's not necessarily tasks it's actually just all of the list of leads that I'm working through you can click on this readon grid let me just show you the this is something that goes on in the interface now if I click on read only grid this is more like people expect to see the grid but this Focused view is giving you this side by side I've got my list of leads

and I can see them in the the screen I'm going to stick with this one for a while now you can do this with any of the tables in the system depending on how you want to work so what happens is a lead comes into the system now again like I was saying before that you don't have to use accounts all the time you also don't have to use leads so when I've been working with this one with different Customers some customers use leads and some don't the of your business is very different the concept

of a lead in Dynamics 365 sales is that it's like a baby opportunity you can use it as a place for new contacts coming in as well if you want to do that so if you go to a trade show you collect a bunch of business cards or whatever you do where you've got a bunch of people who are not qualified or organizations that are not qualified but you can also use it for That starting point of an opportunity so anything you're doing that is unqualified that you want to put in this separate bucket you

can have here but if the nature of your business and especially in some B2B environments is that you just don't do that kind of thing you are in a high relationship sales environment and and things are just opportunities from the first point of contact you don't you can just not use this and again remove it from the Menu so even though we've got this good process here you're not forced to use it so let's take a look at this the idea here is that the lead comes in from somewhere could be that someone's entered in

the system it could would come from your website could be integrated from some other platform can handle that as well and so we've got this business process flow across the top similar to what I showed you earlier on the screen in the model driven app But this one what I showed there was I basically just created a business process flow with the same stages very basic this has actually got a lot of smarts going on underneath it so we've got a qualify stage here and you'll see that this is locked you can't kind of just

move it across if I try to move it across to the next stage it'll it just won't won't kind of let me do it because there's a connection here as we qualify it that is going to turn it into an Opportunity so we've got the details here of all of the things that are going on with Alex you can actually work out if this is something from an existing contact or an existing account in the system so this is a new contact we don't have Alex in the system but actually this is coming from Trey

research which is an organization that we're already working with so it's an existing organization a new person who's coming through and we've got their details here This is the cafeteria manager different department in the same organization for instance and you can link that up in there so that's the treay research one and then we've got a bunch of stuff in here that we're collecting about the phone number and the email and all of the details this section in the middle here is very similar to it's actually the same thing that we saw at the start

this idea of the sales sequencing so it's telling you what's up next this is Coming from a sequence called new lead nurturing which an administrator has set up to say step one and that's due within 3 days of the lead being created or S days of the lead being created whatever that needs to be for you dear you know uh thank you for your interest so this is actually an email that needs to go out and you can use email templates here so the idea is that the seller is going through in doing this they

can actually come in here and make some changes to The email as well so it doesn't NE necessarily have to be this isn't the same as a fully automated email going out this is something where we've got this in here now this is actually going with dear last name which is weird so fix up that email template um but you could kind of say nice talking to you or put in some kind of personal thing in here and then send that out I won't do it cuz it's not a real email address send that out

and then Mark it complete And that gets tracked in the timeline and then wait for 5 days there's a reminder email wait for 5 days call the customer so you can see how we're sequencing out what needs to happen in there what we're going to do here is qualify this lead and I'm just going to put a note in here oh we've actually got the email so I don't need to put we've got the email in there and I'm just going to put a node in here saying very interested and I cannot type and talk

Well at the same time uh Alex is likely to buy more than this or something like that we'll just we'll just put that in there so you get an idea cuz what I want to show you is that this all comes across into the opportunity we've also flagged a competitor here so you can start to track where you're winning and losing deals to competitors so what I'm going to do and I always do this as I click qualify can I explain it to you in the time it takes for it to do the Process let's

see at the moment usually not qualify sometimes when I run my recording software it slows it down so what this does is actually checks first does this contact already exist and and does this account already exist so yes we've already got a matched account and in fact Alex is already in the system so what we want to do here is choose it and choose it to say yes those two things already exist in the system please don't create them again so if they weren't in The system it would create Alex it would create Trey research

it would associate Alex with Trey research turn this into an opportunity see I can't talk it through faster than it can do it now turn this into an opportunity that is linked to both of those things but because it's picked up that those were already in the system that saved me now from doing an accidental duplication of that contact record so now what it's done is found TR Trey research and Alex Baker it's put them together and created this opportunity and brought across everything that was there so there you go there's my very sophisticated note

here very interested he's likely to buy or she is likely to buy more than this there is the um email that we had earlier and now we are past the qualify stage and into the develop stage and we can work through the different stages again you can configure this pipeline to be whatever it is you want for your Organization and we kind of move all the way through the different steps and stages until we finish and hopefully then closes lost or closes one let's put a happy path on this one and say that it was

closed as one I've got no Revenue in there because I haven't done that so let's pretend I was actually a little bit more sophisticated than that so we're closing it here and the estimated revenue is 20 budget amount was $40,000 so let's say we ended up getting $50,000 Out of this one and we will close as one that actually does some things here in the background so again this is this sophisticated kind of process that you're that you're paying for we won this against this competitor so that's starting to track that in the background as

well and now this opportunity score here I'll show you opportunity that's already in the system that's starting to contribute to that scoring model that helps you understand what's going on it Is also starting to help you build out your reporting so I've got here my open opportunities let's just take a look at one that has been in here a little bit longer I've actually got one that's opened here for North Wind Traders so we've got all of this information in here a nice timeline so I've got a lot more notes in this one and this

opportunity score is happening because you know once you've created the opportunity it needs to calculate that In the background but this is actually giving you this is a grade A and improving this one's doing really well because based on what's happened in the past the purchase time frame is this quarter purchase process is individual the decision maker is not identified that's bringing the score down a little bit and you always get transparency on how this is being calculated and if it's changed over time you'll see what's going on this works on leads as well so

This is something that this is just kind of toggle it on and you're good to go AI that you're getting with this license that is actually helping you determine as a seller I look at this this is worth you know $30,000 in my business perhaps that's a a good deal and this is likely to close this helps me Focus that this is something that I should be spending my time on whereas something else that might be worth a lot of money but isn't looking good I might want to put my Attention elsewhere or I might

need to take some action to make things work work a little bit harder on it the other thing you've got going on here is this relationship analytics so this is now taking all of that interaction data that you had all of the pieces that you had in your timeline your phone calls phone calls emails appointments and giving you an analysis of how the relationship is going so again everything's happy here this is a good relationship and it's Improving I haven't scheduled my next interaction I should probably get on to that there's my last interaction which

um was not very long ago these are the contacts we've got and this is the total number of emails phone calls appointments with each of those contacts and I can also see that my colleague Jeremy is working on this account so that helps if you're working in an Environ environment where multiple people are working with your accounts We've also got here the customer interactions is the love all going one way are you you know working with people you know if you're doing a lot of outbound stuff and getting nothing back or there's a lot of

inbound and not much outbound that's useful insights how do the hours spent compared and a bunch of other things in here including the activities of you know kind of what's G on and there was a bit of a gap in proceedings there and and what's Happened there uh this is demo data so it is a little bit extreme that we're making phone calls and emails every day but maybe that's what it takes to sell coffee machines I don't know similar One deals this can also help you with where we've done similar things in the past

what did it take now again demo data 277 activities for everything is not likely but go with me here so these are the ones that are similar and that Also might help me to go in and see what else we did there how long was spent so you start to see the difference here in how rich this is compared to something that you might just build as a basic sort of accounts and contacts and opportunities for yourself there's a lot of insight going on here by using datavis and using those Microsoft 365 tools and bringing

everything into that one into that one place so that's leads opportunities accounts and contexts Let's take a look at this reality of salese working in Outlook because we know that's what actually happens and this is where things start to change a bit you need all of this stuff underlying in the system but actually what happens is that people are working with Outlook a lot of the time let's uh Zoom this one up a bit so I've got two examples in here the first one here is an email from a person who is new so this

is someone where we've got you know She's recently joined North Wind Traders and they're expanding into a new office and so this is a person who's new in the system we've got the co-pilot for sales on the side here and you can see that this is identifying straight away that this person isn't in Dynamics so watch what happens if I click add to Dynamics it's going to pick this detail out of the signature here so we've got all of this stuff first name last name job title will come to company name in a Second and

these phone numbers so if I come in here you can actually put in the company name and this is a lookup so if we say start typing Northwind Traders there it is there and now what I can do is click save on that and that will actually create that person let's do that into my Dynamics database against that account and as soon as I I do that you'll see what happens here is that now I can see information about the opportunities related to that account I Can actually go in and see more information about the

account and the administrator can choose which Fields show up here and can choose whether or not you can edit those things inside Outlook so you can do a lot of your CRM in Outlook with this piece now which really does substantially change things let's have a look at another example here which is existing so in this case we've got a bit of back and forth here between uh me and this uh mguel around What's going on with the coffee machine warranties so we've got all of these things in here we have got the um you

know thank you for this so what happens and you've got like an email thread that's gone back and forth here is that now we've got the key email info so we've actually got details about what's happening summary of this this is really really practically useful if you've got a lot of back and forth and you just need to get across it you've been out at A training session all day or something and you come back and there's all these emails I actually find this incredibly useful in real life with more with more information in it

than this uh you've actually also got citations here so co-pilot will always give you these citations so that you can see where it actually got that from and validate whether it's actually giving you something useful you can choose to save the email to Dynamic so this is a Typical thing we've always done is this idea of tracking emails in the timeline so you can do that and it will track it in there but I'm actually finding it's more useful here to say let's copy the summary and save the summary into Dynamics 365 because that's something

that is actually possibly more useful than just saving every single email we saw what happened in the timeline before if you've got compliance or other good reasons to save all of those emails in The timeline then great but this idea of being able to go in and say let's have something where it's just saving that summary can actually be a really useful way to get the AI to help you you'll see here you can choose where you want to save it so you don't have to save it just against the person it's often more useful

to save it against the particular type of record you're working on in this case the opportunity so I've got all of the opportunities here that are related To northw Traders it's actually this one here the airpot coffee makers so we're going to chuse that and click save and then that's going to put that information in there again I've got all of this information here around the person so if I'm working with mguel here and I want to understand what we've done before I can put private notes in here that are just sort of my note

to myself I've got all of the details in here and I can go in here and edit this let's say There was something in the signature where the phone number had been updated you can actually make that edit in there and that will update in real time all of of the opportunities that we're working on all of the information here's another related email so there's a lot of stuff going on in here we can do all of that stuff inside Outlook and not have to switch back and forth between here and your CRM which makes

a huge difference let's go back and have a look at that Inside Dynamics 365 now so we go into this airpot coffee makers and now we have got this AI generated so it actually Flags because I did that copy in paste of the summary in there that's sitting in the timeline of that opportunity the other thing that we need to do is collaborate with colleagues in teams we've got this little teams chat here now this is my real teams chat so we've got other chats I'm not going to expand that CU I don't want to

share all Of my teams chats with everyone in the world watching this video if I expand that though that is actually showing me my teams chat so you've got this live like this real experience between the two things going on here where you can work in your teams chats in Dynamics if the other person is working in teams they will get this so I can set up a new connected chat here so I can just start typing in the participant this is actually a demo environment where I Don't have other people in it so I'm

just going to chat with myself which is a bit weird so we can come in here and say here are you know here's who I want it to be if it's a different owner like if if I'm me as the user and let's say it's Fred or someone as the owner will actually automatically suggest who that is and you'll see it automatically brings in here's the topic the customer the revenue and the close date and you could put something in here that says Hey can you help with this or something like that and then start

the chat and that pops up in a window here so for the time that I'm working in Dynamics I can go ahead and and do this and the other person in teams doesn't even have to be in Dynamics they're just getting that in the context of where they're working so you've got that collaboration built right in you can do of the usual things that you can do here including adding um Gifts yes GIF Emoji attach files Market is important you know all of your editing so you've got that fully featured uh teams chat in there

the other thing we've got in here is co-pilot inside the application so this can help you with information about you know show me my Pipeline and here's a whole lot of things and let's summarize what's going on with that we've also got a full uh full screen experience which I'll show you in a moment so this can Help you with summarizing what's going on with opportunities can help you prepare for meetings you can get information about your accounts this one is a little bit wordy out of the box there are settings that the administrator can

go in and toggle things on and off to say which bits of information you want to feed into the summary which can make it uh a little less worthy but that's still giving you a fairly good description in there uh You've also got this little kind of uh star thing gives you sort of ideas of other things that you can prompt with as you start to work through this more you've got information in here about summarizing things also asking questions of the data which is my biggest account what's going on and there's some other cool

little things coming through in there that can help you with you know show me my unanswered emails and and various other bits like that my demo Data is not quite good enough for that though so the other question that comes up a lot here is around licensing and what happens with the licensing just to sort of run you through all of this everything I'm showing you in this video is in that Enterprise or premium license just don't buy sales professional like honestly you you're missing out on so much in terms of the value of what

you can do you can see the the numbers drop off but everything I've shown you here Is available in that Enterprise license the biggest difference between those two is the capacity for things like the sequencing and the uh the predictive scoring and those kinds of things if you're doing that at high volume you might like to look at premium if you are looking at the co-pilot for Microsoft 365 you might also want to look at premium this is taken from the Microsoft website the prices here are current as at July but you know everything can

Change in future so essentially what we've got here is a situation where you can have Dynamics 365 and I would encourage you to start with sales Enterprise as a minimum if you want the value of the stuff that I'm showing you here and everything I've shown you here you can do with that license but then if you start to upgrade into the other areas the there is a blending here of the co-pilot with the co-pilot for Microsoft 365 that gives you even more Capabilities to do things like going into word and creating documents based on

your CRM let's take a look at that because this takes us very nicely here into this current future state of CRM and and why I'm talking about rethinking it so this one first is this idea of a co-pilot that is embedded at the at the home screen so this is something that's starting to be rolled out depending on when you're watching this you might have this rather than just down the sidecar Experience that this is replacing a dashboard instead of starting with a dashboard at the start of your day you actually start with co-pilot and

you chat with your CRM in natural language show me my pipeline what's newly assigned to me help me prepare for my appointments using co-pilot Studio that's another whole thing but the platform has a lot of pieces that you can use to extend things here using cop pilot Studio you can actually then Connect this to other data sources so this is an example of connecting it up to the Microsoft website where we've got information about different surface laptops I'm pretending here I'm a Microsoft seller and so now not only can I ask information about what's in

my CRM but what's the length of the Surface Pro 9 and it's actually getting that information from the Microsoft website so that's co-pilot Studio I've got plenty of tutorials on that if you're Interested in that as well but the pieces start to come together here and that we're extending all of these things out and so this is very exciting here around something that you can do with word and CRM together so this requires that co-pilot from Microsoft 365 license as well help me prepare for this meeting and it knows that that meeting is associated with

this particular account and it can bring all of this information back in here for you so it's going to Say here is the Account Details the opportunity details when is the meeting here's some information here's a summary of the opportunity the last activity and so on so there's a lot that goes on in there hoping we're going to see a lot more now how can you configure this there's plenty that you can do to configure all of this you can actually do all sorts of things and it's the same skill set as configuring model driven

apps because it's the same piece Underneath so you can go in and create new tables and relationships if you've got things that you want to do for your business that aren't those standard things you've got warranties subscriptions contracts whatever it is you can configure those tables and put them in you can modify all of those things on the screen you can add your own additional bits of information you know we rank accounts according to this kind of thing and have all of those Types of things change the layout and the views business process flows you

can edit change add new ones and you can automate your business process here as well I've got an entire video taking you step by step through all of that I'll see you over there