Activate Digital Selling

with Dynamics 365 Sales

Ian Marr Westh

Cloud Solution Architect

Microsoft Business Applications

The most successful sales

organizations understand

who they are selling to

and when to engage

They empower their

sellers to act as trusted

advisors through

intelligent insights

Sellers need help making the most of limited face time

of sales leaders list “accelerating

early pipeline and lead

generation/management efforts”

as a top three initiative critical to

the success of their sales

organization2

of customers say they are

happy with the results of their

purchase, according to

Gartner’s study of 1,464 buying

situations3

1. Gartner, 5 Ways the Shift in B2B Buying Will Reconfigure B2B Selling

2. Gartner, Executive Pulse: Leadership Priorities for 2021, Shaped by a Year of Crisis

3. Gartner, Sell More High-Quality Deals by Helping Customers Become Better Buyers

of buyers’ purchase

journey is spent with

sellers; 83% is spent

finding and evaluating

information online1

Only

17% 49%Only

27%

Connect to customers through their preferred channel

Win new customers

with teamwork

Unlock your data to

discover your next

opportunity

Deliver end-to-end engagement

across sales channels

Accelerate

revenue with AI

Predict and manage

pipeline with confidence

Improve conversations

through real-time

coaching

Salesautomation

Guided sales

process

Playbooks

Live org chart

3rd party solution

discovery

Outlook add-in

Exchange data

Export to Excel

Co-authoring in Word &

PowerPoint

OneNote

Skype for Business

Microsoft Teams

Assistant in Teams

Predictive lead and opportunity

scoring

Relationship analytics

Who knows whom

Talking points

Notes analysis

Auto capture

AI customization

Conversation intelligence

Business Q&A

Forecasting

Embedded Sales Navigator insights

Data synchronization

Insights based on Sales Navigator

interactions

Power BI integration

SALES

ENGAGEMENT

CHANNELS

MARKETING

ADMINISTRATION

INTEGRATION

AUTOMATION – POWER AUTOMATE

APPLICATION MANAGEMENTSECURITY AND CONTROLS USER MANAGEMENT

DATA AND VISUALIZATION – POWER BI AND POWER APPS

ANALYTICS AND REPORTING – D365 CUSTOMER INSIGHTS AND D365 SALES INSIGHTS

ANALTYICS AND

REPORTING –

DYNAMICS 365

CUSTOMER

INSIGHTS

The Microsoft ecosystem supports digital selling

LEAD MANAGEMENT - DYNAMICS 365 MARKETING

RELATIONSHIP GENERATION LEAD IDENTIFICATION LEAD NURTURING

MULTI-CHANNEL CAMPAIGN - DYNAMICS 365 MARKETING

PLANNING DESIGN

EXECUTION PERFORMANCE TRACKING

EVENT MANAGEMENT - DYNAMICS 365 MARKETING

PLANNING DESIGN

EXECUTION PERFORMANCE TRACKING

SEGMENTATION AND TARGETING - DYNAMICS 365 MARKETING

SEGMENT DEFINITION AND CONFIGURATION LIST MANAGEMENT TARGETING RULES

CUSTOMER

PREDICTIVE

SELLERS - DYNAMICS 365 SALES

TERRITORIES AND QUOTAS

FORECASTING PLANNING

SURVEYS – CUSTOMER VOICE

PIPELINE MANAGEMENT

PRODUCT VISUALIZE – PRODUCT VISUALIZE

LOYALTY PROGRAM

ANALYTICS – D365 SALES INSIGHTS

SALES REPORTING

E-COMMERCE - DYNAMICS 365 E-COMMERCE

FAVORITES

PROFILES RECOMMENDATIONS

VIDEOS

SECURE PAYMENT FRAUD – D365 FRAUD PROTECTION

DOM LOYALTY PROGRAM

SURVEYS – CUSTOMER VOICE RATINGS AND REVIEWS

TELEMETRY DATA

CHANNELAPPLICATION

ENTERPRISE SYSTEMS

INTERNET IN PERSON WEBSITESWEBSITES SOCIALIN PERSON EMAIL PHONECHAT PHONE

UN

IFIE

D

TEC

HN

OLO

GY

AC

TIV

ATE D

IGIT

AL S

ELLIN

G

Dynamics 365 Saleshighlights

Situation: Solution: Impact:

Integrating Business Central with Dataverse

Virtual tables for Microsoft Dataverse

Integrate with Dynamics 365 SalesIntegrate with Microsoft Dataverse

Power Automate or

Azure Logic Apps

What’s new in 2021 wave 1

Digital selling

Sales Accelerator now GA:

LinkedIn Sales Insights:

Productivity

Mobile sales app:

Pipeline workspace:

Build quotes faster:

Dynamics 365 + Teams:

Seamless collaboration

Ace digital selling with people insights, intuitive collaboration, and streamlined workspaces

Sales accelerator now GA

Jumpstart digital selling with a single

workspace that has everything remote sellers

need to win deals faster

•

•

Mobile sales app

Enable productivity anywhere, anytime with native

mobile experiences optimized for sellers on the go

•

•

•

Pipeline workspace (preview)

Singular view of pipeline health with precision

AI scoring has sellers rescuing fading deals

before it's too late

•

•

•

•

LinkedIn Sales Insights

Sales Ops can lead sales teams to success by

leveraging the sheer power of LinkedIn's market

and relationship data

•

•

•

What’s coming in 2021 wave 2

Dynamics and Teams

29

Seamlessly add activities and notes to Dynamics 365 records from within a

Microsoft Teams chat or channel

• Quickly save decisions, notes, and more to Dynamics 365 without having to

context switch out of Microsoft Teams.

Edit a Dynamics 365 record within a Microsoft Teams conversation

• Quick edit Dynamics 365 records within a Microsoft Teams conversation and

works from the perspective of the Dynamics 365 user or the recipient.

Share Dynamics 365 records in a Microsoft Teams message

• Search for info in Dynamics 365, share with other participants in their chats or

channels, and even allow them to perform tasks from within the conversation.

Share and edit Dynamics records in Teams

Documentation: Add activities or notes to a Dynamics 365 record from the context of a Microsoft Teams message | Microsoft Docs

Edit a Dynamics 365 record within a Microsoft Teams conversation | Microsoft Docs

Share Dynamics 365 records in a Microsoft Teams message | Microsoft Docs

30

Empower sellers with a unified meetings experience

– before, during, and after Teams meetings

• Create and join Teams meetings directly from within

Dynamics

• Frictionless access to sales records within the context

of a Teams meeting

• Streamlined note capture experience that

automatically saves back to the Timeline of record

• Leverage premium Conversation Intelligence for real-

time call analysis and insights during a meeting

• Secured access to business data, so only Dynamics

users with appropriate rights can see or act upon

business data

Appointments & Teams Meetings Integration

Documentation: Drive seller productivity with Teams meeting integration | Microsoft Docs

31

Collaborate with key stakeholders using Teams chat from

within Dynamics

• Integrated Microsoft Teams chat capabilities

• Contextual chat and channel list

• People discovery

Additional enhancements

• Quickly add relevant stakeholders to Teams chat using

suggested contacts

• Share Dynamics 365 records in a Microsoft Teams message

• Keep additional stakeholders in the loop by sending automated

chat notifications from Dynamics 365 to Teams

Teams chat from Dynamics

Documentation: Embedded Teams collaboration is generally available | Microsoft Docs

Enhancements to Suggested Contacts system for embedded Teams collaboration | Microsoft Docs

Engage in contextual collaboration on Teams | Microsoft Docs

Send automated chat notifications from Dynamics 365 to Teams | Microsoft Docs

32

Make and receive calls and join meetings directly

from Dynamics 365

• Microsoft Teams calling and meetings from

Dynamics 365.

• Real-time analytics and action items.

• Connectivity to Dynamics 365 entities.

• Third-party telephony system (3P) calling in

Dynamics 365.

• Incoming calls in Dynamics 365.

• Embedded Microsoft Teams meetings.

• Seller-side-only recording.

Teams calling and meetings from Dynamics

Documentation: Seamless experience with Teams, Outlook, 3P calling | Microsoft Docs

Individualized Experiences

34

Leverage the power of LinkedIn actions as part of

smart sequences

LinkedIn has a network of millions of users and a unique

depth and quality of information. Sellers use LinkedIn to

research and connect with their customers. This

functionality would allow you to leverage LinkedIn Sales

Navigator in your sequence to recommend the next best

action.

This feature allows users to perform the following

LinkedIn actions within sales accelerator:

• InMail

• Connect request

• Introduction

• Research Profiles

Sequences + LinkedIn

Documentation: Smart sequence - LinkedIn integration | Microsoft Docs

35

Manage better sales process outcomes for sequences using grid view

• The connected tab within the sequence is enhanced with more details

that allow SEMs to work efficiently. Also, you can see details of the status

of each connected entity and get a view of which entities are connected

through segments.

Manage large number of Sequences using tags

• Organize sequences using tags

• Search for a Sequence using tags

• Filter similar Sequences using tags

Add complex queries in branching condition

• Link is clicked and attachment downloaded

• If the phone call is incoming or meaningful

Sequences usability updates

Documentation: Show sequence details in grid | Microsoft Docs

Sequence management and connected screen enhancement | Microsoft Docs

36

Quickly implement sequences using ready-to-use and preconfigured

templates

• Template sequences can help customers accelerate sales processes

with faster and easier implementation, based on industry best

practices and proven business processes.

Move sequences between environments seamlessly to enable sellers

to get started as quickly as possible

• Accelerate the lifecycle of sequences between environments by

enabling administrators with better deployment solutions.

• Administrators will be able to easily move finalized sequences to test

environments.

"Get started faster" Templates & Setup

Documentation: Template sequences | Microsoft Docs

Transport sequence between systems | Microsoft Docs

37

Automatically route leads to the right sellers to improve lead

qualification outcomes

• Define rules for automatic assignment. The following components are

included:

• Segments: This is a group of leads that can be assigned to the rule.

• Lead attribute: Lead attributes that need to be considered should be maintained here.

• Seller attribute: The attributes and skills of the sellers that need to be evaluated for lead distribution should be mentioned in the rule.

• Distribution method: Lead can be distributed either through round robin or load balancing methods.

• Ability to define seller attributes and assign to the seller: Seller attributes

can be specifically defined for lead routing.

• Create segment for the assignment rules.

• Maintain sales team and capacity. The user can maintain the sellers who

would receive the leads. The capacity of the sellers can also be used, which

would be taken into consideration when distributing the leads.

Lead Routing

Documentation: Lead routing | Microsoft Docs

Manage assignment rules for lead and opportunity routing (Sales Insights) - Dynamics 365 AI | Microsoft Docs

Relationship Intelligence

39

Accelerate deal velocity by identifying additional

stakeholders with account-based contact discovery

Institutional contact information captured through

emails and meetings in Outlook are directly brought to

CRM, allowing sales organizations to instantly discover

new contacts and expand their networks.

Personas:

• Account executives who manage connections within

an account and want to identify new contacts and

build up their relationships within the account.

• Sellers working on a deal and looking for potential

stakeholders who may not already be stored as

contacts inside CRM.

Account-based contact discovery with Who knows whom

Documentation: Account-based contact discovery with Who knows whom | Microsoft Docs

40

Get a complete view of target account engagements

with the inclusion of LinkedIn activities in relationship

KPIs

Organizations can now analyze how LinkedIn activities

impact their engagement KPIs by giving a holistic view of

their team's communication status with the target

accounts and contacts.

Personas:

• Sales managers reviewing the status of an

engagement with an account, opportunity, lead, and

contact.

• Sellers who want to track their communications with

their customers.

Include LinkedIn activities in Relationship Analytics

Documentation: Include LinkedIn activities in relationship analytics | Microsoft Docs

Forecasting and pipeline analytics

42

Organizations collect a vast amount of CRM data as part of their regular course of business. This data becomes a powerful source of insight

when used to train an AI predictive scoring model. Certain attributes may have key values that, when recognized by the model, can further

its efficacy and exclude confounding data points.

Using intelligent field augmentation, you can identify the fields and key values for training the AI model, such as private or public email

domain, and first and last name validation.

Improve predictive scoring with intelligent field augmentation

Documentation: Configure predictive lead scoring (Sales Insights) - Dynamics 365 AI | Microsoft Docs

Magic Quadrant for

Field Service Management

Magic Quadrant for

Sales Force Automation

Magic Quadrant for CRM Customer

Engagement Center

Microsoft returns as a Leader. This is based on a strong product vision for digital selling and its recent product releases. Its product, Dynamics 365 Sales, is relevant for all industries and organizations of all sizes. Recent enhancements to the product portfolio include conversational intelligence for desktop, sales acceleration and advanced predictive forecasting functions. The vendor’s roadmap includes support for seamless digital selling experiences that enhance collaboration through Microsoft Teams and other web chat experiences. Microsoft plans to add a CPQ solution to support digital commerce and seller-based quote-to-cash execution, with a public preview in 2021.

Microsoft is a Leader in this Magic Quadrant. It offers CEC capabilities via its Microsoft Dynamics 365 Customer Service, Power Virtual Agents, Power Automate, and Dynamics 365 Customer Insights applications. Microsoft has added hundreds of new features and enhancements to its CEC offering over the past year, including the Microsoft Dynamics 365 Voice offering (for which general availability is planned for 3Q21). Microsoft offers its service worldwide, mostly to enterprises. In response to COVID-19,

Microsoft is a Leader in this Magic Quadrant. This status reflects its strong sales strategy and product functionality, which are, however, offset by a lack of product maturity in some areas. Microsoft generated revenue of $143 billion in its fiscal 2020, of which Gartner estimates over $190 million came from Dynamics 365 Field Service (D365 FS).D365 FS has broad functionality and emphasizes IoT and AR capabilities. Microsoft recently integrated Dynamics 365 Remote Assist with its new Power Platform-based mobile app to improve stakeholder collaboration. It is investing in areas such as scheduling, connected equipment and self-service.

Magic Quadrant for

Robotic Process Automation

Magic Quadrant for Analytics and

Business Intelligence Platforms

Microsoft is a Leader in this Magic Quadrant. Its RPA product is Power Automate, which includes Power Automate Desktop (PAD) augmented by Microsoft’s SaaS-based automation platform on Azure. It also includes API integration and orchestration capabilities. Microsoft provides fully integrated features as part of the Power Platform, namely Power BI (for analytics), Process Advisor (process mining), Power Apps (LCAP), API connectors and Power Virtual Agents (chatbots).

Microsoft is a Leader in this Magic Quadrant. Its LCAP offering is Microsoft Power Apps, which includes entitlements for Power Automate and Dataverse. Together, these form part of the Power Platform. Microsoft’s market differentiation is based on its complete Power Platform offering that, with Power BI for business analytics and Power Virtual Agents for chatbots, complements Power Apps with Microsoft Office 365, Dynamics 365 and Azure services. Power Apps has evolved from a tool geared toward citizen developers to also focus on enabling fusion team activities between business and IT users.

Microsoft is a Leader in this Magic Quadrant. It has

massive market reach through Microsoft Office and a

comprehensive and visionary product roadmap.

Microsoft offers data preparation, visual-based data

discovery, interactive dashboards and augmented

analytics in Power BI. This is available as a SaaS option

running in the Azure cloud or as an on-premises option

in Power BI Report Server. Power BI Desktop can be

used as a stand-alone, free personal analysis tool.

Installation of Power BI Desktop is required when

power users are authoring complex data mashups

involving on-premises data sources.

Magic Quadrant for

Enterprise Low-Code Application

Platforms

Thank you