Connected Sales and Marketing

Sal
Empower & Coach Teams
Use intelligent insights to build relationships and enrich knowledge

Introduction
The Story
Contoso Coffee is a leading manufacturer and distributor of coffee appliances. Contoso provides enterprises and
wholesalers with a variety of industrial coffee makers and branded goods.

To stay competitive in the coffee industry, Contoso shifted their product investments to put more focus on sustainability
and low-waste technology. Contoso’s sales and marketing teams have realigned their goals to support the new product
line and sustainability commitments and want to improve their customers’ experiences. They are using AI and automation
to advance their sales pipeline.

This is the fourth in a series of five customer scenario demos supporting the Connected Sales and Marketing Solution Play
and features how customers can win more deals with real-time coaching. This demo will showcase how customers can
build deeper customer relationships and enrich team knowledge with intelligent insights.

The Challenge The Solution The Products

David, a member of Contoso’s sales With Dynamics 365 Sales, Contoso can Dynamics 365 Sales
team, needs a way to adapt more use intelligent insights to build deeper Dynamics 365 Sales Insights
quickly to customer demands. They customer relationships and to enrich Dynamics 365 Customer Insights
also want to ensure they are staying team knowledge. Dynamics 365 Marketing
on top of their progress against goals.
Sellers use real-time decisioning to
David’s manager, Nancy needs to stay inform customer engagements and track
engaged with sellers on their team, to their progress against key metrics.
understand what’s working with
customers and how to best engage Dynamics 365 Sales is also helping sales
throughout the sales cycle. managers track performance against
quotas and to stay engaged with their
As the new product line has rolled out sellers through proactive coaching.
Contoso has seen an uptick in
customer service calls. The marketing Sales strategies and related customer
team is seeking to maintain customer engagements are made more efficient
satisfaction and loyalty while reducing using A/B testing to identify the best
support costs. activities and most efficient channels.

Using AI/ML models, marketers track

their business goals. Real-time KPIs and
dashboards help them understand
marketing effectiveness, including
journey and content performance.

Contoso uses these Insights to enhance

segmentation strategies for their low
waste technology campaign and
proactively engage customers whose
frequency of support calls has increased.

Connected Sales & Marketing – Empower and Coach Teams Scenario Shared Tenant Demo Script Page 1 of 14
Table of Contents

Scenario Demo Persona Credentials

Empower & Coach Teams Sales Manager Dynamics 365 Sales:
Username: [email protected]
Password: Dyn@mics365!

Dynamics 365 Sales Insights:

Username: [email protected]
Password: Dyn@mics365!

Marketing Manager Username: [email protected]

Password: Dyn@mics365!

Environments
Dynamics 365 Sales: https://masterdemo.crm.dynamics.com/main.aspx?appid=82c45a76-810a-ea11-a811-000d3a1b17cf
Dynamics 365 Sales Insights: https://sales.ai.dynamics.com/Home
Dynamics 365 Customer Insights: https://home.ci.ai.dynamics.com/app/home?instanceId=82a36af6-a4f1-40f2-b2b7-02bb5eb32e76
Dynamics 365 Marketing: https://masterdemo.crm.dynamics.com/main.aspx?appid=26d94846-e60c-ea11-a813-000d3a1bbd52

CSM Customer Scenario 4a: Empower and Coach Teams

Visuals and Technical Information Script and Actions

Dynamics 365 Sales:

Dynamics 365 Sales starts here
https://masterdemo.crm.dynamics.com/main.aspx?appid=82c
45a76-810a-ea11-a811-000d3a1b17cf

Login demo user: [email protected]

Nancy Warner – Sales Manager

Password:
Dyn@mics365!

Dynamics 365 Sales simplifies workflows and

helps teams build deeper customer relationships
and better customer journeys.

Seller performance is enhanced with intelligent

insights that inform customer engagements while
also enriching team knowledge.

For sales managers, Dynamics 365 Sales helps

them stay more engaged with their sellers. With
proactive coaching they can mentor their sellers,
helping them meet and exceed key metrics and
quotas.

Connected Sales & Marketing – Empower and Coach Teams Scenario Shared Tenant Demo Script Page 2 of 14
 Nancy is the sales manager who leads the
Contoso sales team. They are looking ahead,
planning to have a strong close to the quarter.

Keeping track of their sellers’ progress against

key metrics is now easier with the in-app,
Dynamics 365 charts and dashboards.

Nancy is using the trend flow reporting to

understand how the sales team is performing

1. Under Performance select Forecasts

2. *Select Nancy Forecast 2023
3. *Choose a quarter forecast period
Snapshot: FY2022 Q4 in December 2022
4. Select Trend tab

Note: *Forecast in application changes

dynamically over time. Please select a quarter
period of your demonstration date.

Predictive forecasting delivers longer range views,

informing choices about adjusting forecasts.

AI-driven models look at historical data and the

open sales pipeline to predict future revenue
outcome. This helps sellers and managers
improve their forecast accuracy by providing
projections based on data.

5. On the Grid tab, select a forecast from

the drop-down list
6. The prediction column shows a
calculation based on data from the last
Snapshot: FY2022 Q4 in December 2022 seven days
7. Select a value in the prediction column to
display the prediction details

Connected Sales & Marketing – Empower and Coach Teams Scenario Shared Tenant Demo Script Page 3 of 14
 Prediction details include:

Closed won: Total actual revenue of

opportunities closed as won during the current
forecast period.

Predicted from open: Total estimated revenue

from open opportunities predicted to close
during the current forecasting period that are
contributing to the prediction.

Predicted from new: Total estimated revenue

from new opportunities predicted to close during
the current forecasting period that are
contributing to the prediction.

Total prediction: Total predicted amount for the

current forecasting period.

The top factors influencing the prediction are

displayed below the prediction details graph.

The top prediction factors are categorized into

three types:

• Positive influencing: Green icon with an

upward-trending arrow
• Negative influencing: Red icon with
downward-trending arrow
• Neutral influencing: Gray icon with
horizontal arrow

The forecast reporting helps Nancy to make

informed decisions about adjusting quotas and
forecasts, allowing the team to more easily stay
on target.

She sees that David, one of her direct reports,

has best-case opportunities that may have more
value than what is proposed. She decides to
increase the value in the forecast.

8. *Select the pencil icon in the opportunity

Snapshot: FY2022 Q4 in December 2022 forecast field
9. *A new dialog box opens

Connected Sales & Marketing – Empower and Coach Teams Scenario Shared Tenant Demo Script Page 4 of 14
 10. On the adjustment tab, *enter the new
value and add a note for the adjustment
11. Click on *Cancel

The new values will be visible in the Forecast and

Pipeline columns for the seller and the group
level.

Note: Please click on Cancel button. After

clicking on Adjust button, entire forecast will be
updated based on the adjusted amounts.

Snapshot: FY2022 Q4 in December 2022

Coaching sellers is easier and more meaningful

with visualizations of deal flows.

Sales managers like Nancy use flow charts to drill

into specific deals contributing to increases or
decreases in forecasts.

12. Select the Flow tab

13. *A chart shows the comparison between
the most recent forecast snapshots

Note: *Please select a time period in or after

FY2022 Q4

Connected Sales & Marketing – Empower and Coach Teams Scenario Shared Tenant Demo Script Page 5 of 14
 14. Chose *start and end dates from the
calendar
15. Select Apply to view the deal flow for the
selected time period

Note: *Please select date range after September

1, 2022

Connected Sales & Marketing – Empower and Coach Teams Scenario Shared Tenant Demo Script Page 6 of 14
 Transition to Dynamics 365 Sales Insights Dynamics 365 Sales Insights:
https://sales.ai.dynamics.com/Home

Login demo user: [email protected]

Nancy Warner – Sales Manager

Password:
Dyn@mics365!

Using Dynamics 365 Sales Nancy can see what's

working with sellers and use conversation
intelligence to guide them to engage with
customers in more effective ways.

Conversation intelligence automatically transcribes

calls and analyzes the call data in real-time,
providing insights to sales managers about
customer sentiment and the seller’s behavioral style.

This information can be used by sales managers to

intelligently manage their team and to proactively
coach sellers.

KPIs and intelligent call data can be viewed by team,

seller, and call.

1. Select time period for All time

2. Select Team Overview

Nancy sees the latest trends for the team show that
Molly and Riley are talking more and at a lower
speed during calls than the top performers on the
team. She makes a note to provide coaching based
on the trends.

Connected Sales & Marketing – Empower and Coach Teams Scenario Shared Tenant Demo Script Page 7 of 14
 Nancy uses the seller details view to help her
prepare for the coaching call with Molly.

3. Click on Seller Details

4. Select Molly Clark

In this reporting view she can drill down into the

analysis of Molly’s behavior during customer calls.

She is able to analyze the data, such as

conversational KPIs, insights, and customer
sentiment.

She can also listen to call transcripts, identifying

specific examples of where her seller needs
coaching.

5. Scroll down to see Call History

6. Click on Follow up on deal

She can also use these recordings to better

understand where top sellers excel.

Connected Sales & Marketing – Empower and Coach Teams Scenario Shared Tenant Demo Script Page 8 of 14
CSM Customer Scenario 4b: Empower and Coach Teams
Visuals and Technical Information Script and Actions

Dynamics 365 Customer Insights Starts Here Dynamics 365 Customer Insights
https://home.ci.ai.dynamics.com/app/home?instanceId=82a36af6-
a4f1-40f2-b2b7-02bb5eb32e76

Login demo user: [email protected]

Victor Metcalf – Business Data Analyst

Password:
Dyn@mics365!

Dynamics 365 Marketing provides marketers

with insights into marketing effectiveness that
enable them to adapt quickly to customer
demands.

Using actionable insights, they can build deeper

customer relationships. Segmentation can be
enhanced through current context and with
real-time decisioning.

Dashboards and real-time KPIs track business

goals, journey performance, and content
effectiveness.

With the recent release of their new low waste

technology Contoso has seen an uptick in
customer support calls.

They want to find ways to reduce their support

costs by deeply personalizing engagements with
customers who have had more than 3 service
calls in the past quarter.

Victor, a data analyst for Contoso Coffee, is

using Dynamics 365 Customer Insights to
quickly identify a segment of customers who
with recent, recurring support calls.

Using activity data Victor can identify segments

of customers who purchased the new
technology and who have had frequent
engagements with the Contoso service team.

Examples of activity data include customer data

for transactions, support call frequency and call
duration.

Connected Sales & Marketing – Empower and Coach Teams Scenario Shared Tenant Demo Script Page 9 of 14
 Suggested segments based on activity
(PREVIEW).

1. Go to Segments in the left navigation

2. Select the Suggestions (preview) tab
3. Select *Find new suggestions and
choose *See or anticipate customer
behavior
4. Select *Start
5. Choose customers: *Select
Sustainability Program Customers
6. Click on *Add button
7. Click *Next

Note: Steps with “*” requires write permissions.

This demo is read-only and please refer to
screenshots for details.

8. Choose activity: *Select Incident activity

type and Dynamics Case entity that
describes the activity
9. Click *Next

Connected Sales & Marketing – Empower and Coach Teams Scenario Shared Tenant Demo Script Page 10 of 14
 10. Preferences: Victor *sets the time period
for the past quarter, the factors for
suggestions, and maps the attributes
11. *Select Recency
12. *Select Next button
13. *Run the model and generate
suggestions

14. Click on See suggestion link on High

Recency card

Victor can create a segment from the High

Recency suggestion. He can see the analysis and
a list of customers.

15. Click on All Segments tab

16. Click and open High Recency
Customers

Connected Sales & Marketing – Empower and Coach Teams Scenario Shared Tenant Demo Script Page 11 of 14
 Transition to Dynamics 365 Marketing Dynamics 365 Marketing
https://masterdemo.crm.dynamics.com/main.aspx?appid=26d94846
-e60c-ea11-a813-000d3a1bbd52

Login demo user: [email protected]

Benjamin McPhee – Marketing Manager

Password:
Dyn@mics365!

The new segment that Victor created in

Dynamics 365 Customer Insights will be
automatically discovered and available for real-
time marketing in Dynamics 365 Marketing.

1. Select Real-time marketing in change

area
2. Go to Segments
3. Identify High Recency Customers

The Contoso marketing team will use these

insights to engage these customers in new
ways.

Their goal is to increase customer satisfaction

while also reducing servicing costs for low
waste technology customers who may need a
little extra support in adopting the new
equipment.

Contoso’s marketer, Benjamin, used the new

segment to modify their educational campaign.
Benjamin added email outreach to the low
waste technology journey to complement
customer learning about their new products.

4. Go to Journeys in left navigation

5. Scroll down and open Low Waste
Technology (ect) journey – Live status
6. Check if Version 2 (current) is open
7. See the Assign Sales Team tile in
Version 1 is replaced by Low Waste
Technology – Education email tile in
Version 2

They are now ready to look at how these

changes impacted the campaign performance.

We will use channel analytics to gauge the

performance of Benjamin’s new email
messaging.

Connected Sales & Marketing – Empower and Coach Teams Scenario Shared Tenant Demo Script Page 12 of 14
 Real-time marketing's dashboards and cross-
journey insights show metrics, views, and
insights summarized across single or multiple
journeys, providing you with a deep
understanding of journey, channel, and content
performance.

The built-in dashboards focus on measuring

delivery, engagement, and journey goal
attainment, so you can fine-tune the
effectiveness of your campaign.

8. Click on Analytics in left navigation

9. Update the Journey starting month
and look for to show Low Waste
Technology journey (i.e. last 3 months)
10. Highlight Low Waste Technology
(ect) Live in the Journeys list visual

Before: Low Waste Technology Journey version 1 Benjamin sees that his engagement rates are
optimized. He compares this to the data he’s
received from the service team about call
volumes and learns that customers who have
read the educational emails are less likely to call
for additional service.

The customers are happy.

After: Low Waste Technology Journey version 2

Connected Sales & Marketing – Empower and Coach Teams Scenario Shared Tenant Demo Script Page 13 of 14
Next Steps
Now that you understand how to intelligent insights can help your team build deeper customer relationships and
enrich team knowledge, we recommend continuing with the next demonstration to find out how you can win more
deals with productivity tools.

Connected Sales & Marketing – Empower and Coach Teams Scenario Shared Tenant Demo Script Page 14 of 14