Dynamics 365 Sales has been making the selling process easier for sellers and sales managers since its launch, by bringing all the required functionalities in one system. Now, with the latest Release, Microsoft is supercharging Dynamic 365 Sales by integrating AI.
The inclusion of agentic AI in Dynamics 365 Sales is set to enhance the overall selling experience. First, by helping sellers target the right customers, and secondly, by providing a better, more meaningful view of their current pipeline.
In my view, there are two distinct use cases:
D365 Sales AI for Sales Management
D365 Sales AI for Sellers
Let’s take a closer look at these exciting capabilities arriving in the upcoming months.
Sales Management: Optimising Pipeline with Dynamics 365 Sales AI Agent
For any organisation selling products or services, having a healthy pipeline is a top priority.
With the help of Microsoft’s Sales Qualification agent, the sales pipeline can not only be increased, it can also be optimised.
The process starts by automating the qualification process:
The AI agent will analyse the incoming leads to determine their potential and prioritise them based on predefined criteria. This criteria can be customised based on the organisation’ s ideal customer profile (ICP) using Dynamics 365 data such as job title and public web sources such as market cap from Bloomberg.
There is also the option to create custom criteria for lead prioritisation based on sales segments, and events from Customer Insights – Journeys, ensuring the process aligns with the team’s existing lead qualification methods.
While most organisations use some criteria, actual qualification often relies on instincts and intuitions of their best sellers. This configuration formalises that knowledge, grounds the agent, and helps scale it across all sellers.
If your company uses Dynamics for both Sales and Customer Service, the AI agent will cut through data silos to identify new leads based on service signals.
Sales Management and admins can configure the web sources and customer profiles most relevant to their organisation, which will guide the AI agent to retrieve the right information.
By leveraging machine learning algorithms, the AI agent can identify high-quality leads, reducing manual effort and increasing efficiency.
Additionally, the D365 Sales AI agent provides sales teams with actionable insights and recommendations, helping them focus on the most promising opportunities.
Sellers: Engage with Confidence using Dynamics 365 Sales AI Agent
Gone are the days when sellers must navigate through multiple systems to get the information they need for quality conversations with their leads.
Copilot Workspace highlights the top priority leads based on fit and ability to buy—using criteria defined in the Sales Qualification Agent—and determines the next best action by analysing leads across CRM, the web, e-mails, and meetings.
With the new UI, sellers can view all their prospects and customers in one place. For full visibility, users can see the criterion used for this prioritisation and have the ability to modify it.
These new Copilot features within Dynamic 365 Sales significantly help sellers by creating a list of actions for each customer, researching ultra-specific content for follow-up emails as well as suggesting meeting agendas and relevant participants.
Users receive industry insights directly in their workflow, ultimately improving their research for a more informed interaction with prospects and customers.
How to Train Your Sales AI Agent
As each company’s sales process and qualification criteria are different, all of the above mentioned functionalities can be easily configured when setting up the Dynamics 365 Sales module:
Just like a new employee, the agent needs the right training and context to be effective. It is crucial for the agent to be firmly grounded in your company’s changing needs and business processes to accurately surface the right information and guide the sellers effectively.
In summary, these capabilities streamline sales processes, improve efficiency, and enhance customer engagement, driving better sales outcomes.
Efficient Lead Scoring: Automatically assigns scores to leads based on engagement levels, demographic details, and buying intent, ensuring sales teams focus on the most promising opportunities.
Real-Time Insights: Provides actionable insights and recommendations, helping sales teams prioritise leads and make informed decisions.
Hyper Productivity: Automates mundane tasks, enabling sales teams to focus on crucial duties like fostering customer relations and closing deals.
Customized Customer Interactions: Personalises interactions with customers through tailored content and recommendations.
With the new AI agentic capabilities, sellers can spend more time meeting prospects and customers and helping solve their problems.
Telefónica Tech provides organisations with cutting-edge Microsoft solutions like this to enhance customer and colleague experiences—modernising platforms, streamlining processes, and boosting productivity.
