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Miriam Ney: In this release, we are investing into more
personalized and guided assistance for your sellers. So,
what does that mean? So, currently, most of your sellers
already are using relationship assistant and Dynamics 365
for Sales. With this release, we are expanding that scope
to be included in the Dynamics 365 for Teams app. You
as a seller can now see what is it that you need to do
today and what is the next best action that you need to
take.
Let me show you how the assistant in Teams works.
Once your admin has enabled you for the app, you can
open Teams. Once you’re in Teams, you can switch to
the Dynamics 365 app. And once you’re in the Dynamics 365
app, the assistant provides you with what you should be
doing today. It gives you a list of highlighted meetings.
The meetings are highlighted because it’s an upcoming
meeting with a contact or account. When you drill into
the meeting, you can see more information about the
contact that you’re meeting or the regarding
opportunity that it is about. So, it brings together the
information coming from Office 365 and Dynamics 365.
You can see a timeline as well as anything that might be
helpful for you for that meeting.
Apart from highlighted meetings, you can see what are
some of the next best actions that you should be doing.
So, you can understand if there’s an unread email that
you need to follow up on or new content that you can see.
In this release, we are also allowing organizations to guide
their sellers with next best action through the Assistant
Studio. The relationship assistant is offering a bunch of
out of the box next best actions to your sellers. Now, you
can use the Assistant Studio to guide your sellers using the
insights and the actions that you want to have, helping
your sellers maximize their effectiveness and improve
productivity. You can target these insights to specific
sellers and make it based on whatever you want. So, let
me show you how you can configure your next best action
using the Assistant Studio.
You get there by going to the app navigation tray at the
bottom, clicking on Sales Insights settings, and going into
the home page for the studio. So, to create a new insights
card in the Assistant Studio, you can use this area, this
button and it uses Microsoft Flow. It provides you a set of
templates that you can select from to create a new suggested
action.
When clicking on it, here’s a bunch of templates that you
can select from. One of them, for example, is opportunity
health scores updated show an assistant insight. It helps
basically sellers be on top of whatever is happening with
their opportunities if maybe the score’s dropping or going
down. You can select from any other templates at the
same time and create your next best action.
You can also manage the existing insights cards. So, any
type of card that you’ve created or that are coming out of
the box, you can see in one list. In this list, you can drill
down into each card. You can see what is it going to show
up for your sellers, a short description, and who is it being
displayed to. So, as part of this release, we are allowing
you to target certain insights to different types of security
roles. You can further make sure that the card or the insight
that you created is higher on top of the list for them as others
by marking it as high priority. If one of the insights cards that
you created need to change in its logic, maybe you want to
change the due date or some of the other components that
you can configure, you can go from here into Flow and change
anything that you would like. So, you can change, for example,
the text of the description or the name of what is shown to
your sellers.
Further, if you want to make sure that the cards or the insights
are shown in the right order to your sellers, you can optimize
the ranking for them. To optimize the ranking, what you can
create is different rules depending on what is the insight
related to. So, if this insight is related to an account that has
an annual revenue over maybe $100,000, you want to make
sure that this next best action or insight is shown to the seller
at the highest possible place. So, you can create a rule
for that. Once you created it and saved it, your seller
will start seeing the cards that you created in the order
that you want them to be seen in.
Having the data in your sales system helps you drive
good decisions. But adding that data is a tedious task for
your sellers. So, they sometimes avoid to do it. To ensure
that your organization has the right data in their system
and that your sellers are not annoyed by doing it all the
time, we are improving the auto capture functions of
Dynamics 365 Sales Insights. We are allowing you to
start surfacing suggestions to track emails and meetings
with customers. To allow admins to have more control over
what data is shown when, we have improved the privacy
settings for auto capture as well. Let me show you how that
works.
Auto capture as before still relies on the data that exists in
Office 365. Once your business admin as configured auto
capture to be able to access your Office 365 data and you
as a seller has opted in, we can start showing you suggestions
in your Dynamics 365 environment. So, one of the things
apart from showing you emails and meetings that you can
add to your system, we can also show you contacts that
you can add into Dynamics 365. We provide you a list with
contacts that we find in your environment. You can look at
them and decide which one you want to save as a contact
in your Dynamics 365 system. Once you select one and click
to save it as a contact, it is available for everybody in your
organization.
Knowing which leads and opportunities to prioritize is really
important to sellers. For organization, it is important to know
that their sellers are prioritizing the right lead. With
Dynamics 365 Sales Insights, we are providing lead
scoring and opportunity scoring to the organization. With
this release, we are enabling organizations to improve the
out of the box models to include their own custom fields.
Using our custom models, they can add their own custom
fields that allow them to optimize based on their business
needs based on their industry standards so that they can be
more accurate and more precise of what they give to their
sellers.
Ashwarya Poddar: Sales leaders are looking to coach their
team at scale. Conversation intelligence helps sales leaders
and organizations achieve this goal. In this release, we have
added a bunch of cool capabilities, including a new home
page where we surface trending customer needs and
competition, top seller insights along with insights on
individual deals. The Sales Insights application is now opened
up to sellers so that sellers can review their own conversations,
KPIs, and look at coaching comments provided by managers.
Finally, we have also introduced an NLP feature of natural
language Q&A for sales managers to ask questions in natural
language and get instant dynamic reports. This specific
feature is in public preview.
Once signed into the Sales Insights application, as sales
managers, you can learn about new trending topics,
competitive trends, and brand mentions right on the home
page. These insights are based on what customers are talking
about on sales calls and helps launch new sales training or
design new sales motion for the entire team. Every customer
can provide a bag of tracked words or competitive product
names relevant to their business and the application will
mine these across all sales calls to provide valuable insights.
Apart from bag of words, there is now an out of box brands
model that leverages Bing’s knowledge repository to identify
possible brand mentions by customers during sales
conversations.
You can view unique behavioral patterns of top sellers and
bring those best practices and learnings to the rest of the
team. For example, top sellers can have a talk to listen ratio
that is quite different from others or can tend to use certain
words more often than others or also spend time on certain
activities, such as sending emails to customers versus
making calls or setting up meetings. The top sellers cluster
is derived based on sales data from Dynamics 365.
You can also view important deals that need attention and
then guide the deal owners to bring the deals into a
healthy state. Here, the application leverages the existing
Dynamics 365 AI capabilities of relationship analytics to get
relationship health of leads and opportunities.
The key performance indicators on the top and bottom of
the page provide a peek into the current state of your
business. In the Teams overview page, you can quickly
identify which members in the team potentially need some
help or guidance by looking at the top insights. By reviewing
the customer’s sentiments per seller and the conversational
style of sellers, you can personalize your coaching for each
seller to maximize success. The conversational KPIs are
proxies for certain behaviors. For example, average pause
before speaking can be a proxy for patience. Highest average
switch rate can be a proxy for engagement during
conversations. On the seller details page, you can drill down
into an individual seller and get a quick view of specific
sales reps on your team. You can review high level insights
and sentiments across each conversation of the seller, drill
further into a specific conversation, review the transcript,
and then leave coaching comments wherever necessary to
provide assistance. This provides an easy and efficient way
to close the coaching loop by enabling your sellers to review
their own details page and the comments left by the sales
managers. Your team can also look at the related
opportunity for a conversation directly in context without
switching applications, for example, editing the opportunity
right inside the app.
For additional questions about your sales data, simply ask
the system using natural conversational language, such as
what is the quality of my leads? The system will provide
a visualization of the answer. To understand what other
questions the system can answer, simply type in help.
And it will show all the suggested questions that you can
get answers to. These questions can help uncover trends
and drive better performance in the team.
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