Dynamics 365 Sales and Customer Experience Course: Commercial Management, CRM, and Copilot for Sales | Dynamics 365 Sales, Customer Experience, and Copilot for Sales
Dynamics 365 Sales is Microsoft's CRM solution designed to help organizations of all sizes manage business relationships, optimize sales processes, and centralize customer information. Together with Customer Experience and Copilot for Sales capabilities, it improves sales productivity through business intelligence, automation, and unified access to information.
In business environments, Dynamics 365 is used to manage accounts, contacts, opportunities, commercial activities, and follow-up processes. In addition, Copilot for Sales helps sales teams streamline administrative tasks, generate contextual content, and dedicate more time to higher-value business activities.
This Dynamics 365 Sales course provides practical training to configure customer-oriented applications, manage business processes, and leverage CRM, automation, and integrated intelligence capabilities in real sales and customer management scenarios.
Furthermore, this training is eligible for subsidies through FUNDAE for companies that meet the established requirements, facilitating the development of skills in CRM, digital transformation, and sales productivity.
Course Overview
The Dynamics 365 Sales and Customer Experience: Commercial Management, CRM, and Copilot for Sales course brings together the knowledge needed to administer and use the main commercial management, customer experience, and business productivity capabilities of the Dynamics 365 ecosystem.
During the training, participants will learn to configure model-driven applications, manage data and processes in Dataverse, manage accounts, contacts, and business opportunities, as well as use Dynamics 365 Sales functionalities to optimize the entire sales cycle.
The program also incorporates the use of Microsoft Copilot for Sales, allowing participants to learn how artificial intelligence can help sales teams improve productivity, automate repetitive tasks, obtain relevant customer information, and prepare more effective interactions.
Through a combination of functional knowledge, platform administration, and practical application in business environments, students will acquire the necessary skills to implement and manage modern CRM solutions aimed at improving customer acquisition, tracking, and retention.
What Nanfor courses include
At Nanfor, we offer a comprehensive training experience that combines quality educational material, expert guidance, and our own learning platform, adapted for both individual and corporate training.
All our courses include official and supplementary educational material, practical activities, learning assessments, forums, virtual advisor, progress tracking, and personalized academic support throughout the training, in addition to a completion certificate.
Learn about all components
Advantages of training on Dynamics 365 Sales, Customer Experience, and Copilot for Sales
- Learn to configure and administer CRM solutions based on Dynamics 365 to manage customers, contacts, opportunities, and business processes.
- Understand how to design model-driven applications using Dataverse and Dynamics 365 Customer Experience capabilities.
- Develop a comprehensive vision of commercial management, from customer acquisition to closing sales opportunities.
- Optimize sales processes through automation tools, tracking, and management of commercial activities.
- Use Microsoft Copilot for Sales to increase the productivity of sales teams and streamline daily tasks.
- Improve the quality and availability of commercial information to support data-driven decision making.
- Configure customer experience-oriented environments that foster a more personalized and efficient relationship with customers.
- Apply CRM best practices to improve collaboration between sales, marketing, and customer service departments.
- Work with real business scenarios related to commercial management, productivity, and digital transformation.
- Acquire highly demanded skills in organizations that use Dynamics 365 as an enterprise management platform.
Prerequisites
To get the most out of this training, participants are recommended to have:
- Basic knowledge of business processes, sales, or customer management.
- General familiarity with CRM and customer experience concepts.
- Basic experience in using business applications and cloud solutions.
- Interest in optimizing business processes through technology and automation.
- Basic knowledge of Microsoft 365 will be useful to better understand the capabilities of Copilot for Sales.
- No programming knowledge or advanced technical experience is required to take the course.
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Course duration:
100 hours
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Classroom access:
3 months
General Course Information
Who is this Dynamics 365 Sales, Customer Experience, and Copilot for Sales course for?
This course is aimed at professionals who want to configure, administer, and use Dynamics 365 to improve commercial management, customer experience, and the productivity of sales teams. It is especially suitable for organizations looking to optimize their CRM processes through automation and business intelligence.
- Dynamics 365 functional consultants.
- Commercial managers and directors.
- Sales and business development professionals.
- CRM solution administrators.
- Customer Experience (CX) managers.
- Customer management and loyalty specialists.
- Business and commercial process analysts.
- Professionals involved in digital transformation projects.
Training Objectives - What will you learn?
By the end of this training, you will be able to configure customer experience applications, manage business processes in Dynamics 365 Sales, and leverage the capabilities of Microsoft Copilot for Sales to improve productivity and customer management.
- Understand the architecture and capabilities of Dynamics 365 Customer Experience and Dynamics 365 Sales.
- Configure model-driven applications using Dataverse.
- Administer tables, forms, views, and components of a CRM solution.
- Manage accounts, contacts, leads, and business opportunities.
- Configure processes and activities related to the sales cycle.
- Use Dynamics 365 Sales to improve sales productivity.
- Leverage Microsoft Copilot for Sales to automate tasks and obtain relevant information.
- Apply commercial management and customer experience best practices in business environments.
- Improve decision-making through centralized information and optimized processes.
Course Content Dynamics 365 Sales and Customer Experience: Commercial Management, CRM, and Copilot for Sales – Program
Module 1: Configuring Model-Driven Customer Experience Applications
- Introduction to Dynamics 365 Customer Experience
- Introduction to Microsoft Dataverse
- Working with tables and columns in Dataverse
- Managing forms and views
- Configuring model-driven applications
- Managing the user experience
- Basic security and access configuration
- Lab: Configuring a model-driven application
Module 2: Getting Started with Dynamics 365 Sales
- Introduction to Dynamics 365 Sales and Microsoft 365 Copilot for Sales
- Organization and administration setup
- Configure supported applications
- Lab 0: Set up a Dynamics 365 Sales trial
- Lab 1.1: Configure supported applications
Module 3: Managing Leads and Opportunities in Dynamics 365 Sales
- Tracking customer interactions with activities
- Managing leads in Dynamics 365 Sales
- Managing opportunities in Dynamics 365 Sales
- Lab 2.1: Managing leads and opportunities
Module 4: Managing Orders and Product Catalog in Dynamics 365 Sales
- Managing and organizing the product catalog with Dynamics 365 Sales
- Lab 3.1: Configure the product catalog
- Process sales orders with Dynamics 365 Sales
- Lab 3.2: Create quotes
Module 5: Managing Goals and Forecasts in Dynamics 365 Sales
- Define and monitor goals with Dynamics 365 Sales
- Manage forecasts in Dynamics 365 Sales
Module 6: Business Flows, Sales Insights, and Sales Accelerator
- Working with business process flows
- Lab 5.1: Configuring a business process flow
- Improve productivity with Dynamics 365 Sales Insights
- Configure the Sales Accelerator
- Creating sales sequences and assignment rules
- Using segments
- Interacting with customers via text messages
- Lab 5.2: Configuring sequences
Module 7: Data Analysis in Dynamics 365 Sales
- Data analysis in Dynamics 365 Sales
- Data analysis with Power BI
- Lab 6.1: Configure a dashboard
Module 8: Sales Productivity with Microsoft 365 Copilot for Sales
- Introduction to the Dynamics 365 Sales mobile app
- Boosting sales performance with Microsoft 365 Copilot for Sales
- Install and deploy Microsoft 365 Copilot for Sales
Do you want to take this course? Request information
If you want to take this course virtually, you can purchase it at the top of the product page. For any questions, please contact us.
If you want to take this course in in-person or telepresence mode, please contact us:
Why choose Nanfor as your ICT training center?
Nanfor is a specialized ICT training center with extensive experience in technology training for professionals and companies. Our programs combine updated content, a practical approach, and expert guidance to facilitate the real application of knowledge in the workplace.
- Expert tutors with real experience in projects, technologies, and professional certifications.
- Personalized academic support throughout the training to support student progress.
- Practical methodologies based on real cases and scenarios applicable to the job.
- Proprietary learning platform with resources, activities, assessments, and continuous monitoring.
- Training aligned with technological trends and current organizational needs.
- Flexible learning modalities: online, in-person, and telepresence.
- Experience in corporate training programs and digital talent development.
Frequently Asked Questions about the Course
What are Dynamics 365 Sales, Customer Experience, and Copilot for Sales, and what are they used for in companies?
Dynamics 365 Sales, Customer Experience, and Copilot for Sales are Microsoft solutions aimed at commercial management, customer relationship management, and the productivity of sales teams. These tools allow managing opportunities, automating processes, and improving decision-making through data and artificial intelligence.
What differentiates Dynamics 365 Sales and Copilot for Sales from other CRM platforms?
Dynamics 365 Sales and Copilot for Sales combine CRM capabilities, sales automation, business intelligence, and native integration with Microsoft 365. This allows Dynamics 365 Sales to centralize customer management while Copilot for Sales helps optimize tasks and improve sales productivity.
Is the Dynamics 365 Sales, Customer Experience, and Copilot for Sales course eligible for FUNDAE subsidies?
Yes. This Dynamics 365 Sales, Customer Experience, and Copilot for Sales course can be subsidized through FUNDAE for companies that meet the established requirements. The training allows the development of skills related to CRM, sales, and business automation.
What is the duration of the Dynamics 365 Sales, Customer Experience, and Copilot for Sales course, and how long will I have access?
The duration and access period for the Dynamics 365 Sales, Customer Experience, and Copilot for Sales course are indicated in the course description. During this period, you will have access to content, practical activities, and resources related to the platform.
Is the Dynamics 365 Sales, Customer Experience, and Copilot for Sales course included in Nanfor's LaaS?
Yes. This Dynamics 365 Sales, Customer Experience, and Copilot for Sales course is included in Nanfor's LaaS (Annual Continuous Training License), facilitating access to updated training on CRM, commercial management, and artificial intelligence applied to sales.
Are prior technical skills needed to learn Dynamics 365 Sales and Copilot for Sales?
No advanced technical knowledge is required to take this Dynamics 365 Sales and Copilot for Sales course. Basic knowledge of commercial processes, customer management, or business environments is recommended to make the most of the training.
How are Dynamics 365 Sales, Customer Experience, and Copilot for Sales applied in daily work?
Dynamics 365 Sales, Customer Experience, and Copilot for Sales are used to manage customers, track opportunities, automate sales tasks, and obtain relevant information for each interaction. These tools help improve productivity, service quality, and sales results.
