Microsoft Viva Sales Copilot [Top Use Cases]

Oct 27, 2023 Aiswarya Madhu

Microsoft Viva Sales (copilot) is an AI-powered sales assistant that helps salespeople by providing insights, automating tasks, and providing information about leads and opportunities. It is part of the broader Microsoft Viva suite of productivity tools, which also includes Viva Learning and Viva Organizer. The Copilot feature in Viva Sales provides real-time recommendations to sales teams based on their work, making it easier to close deals and improve productivity.

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Top 5 Use Cases of Microsoft Viva Sales Copilot in Dynamics 365

Viva Sales (Now Copilot) brings a range of use cases designed to enhance the efficiency and effectiveness of the sales process for Dynamics 365 users. By leveraging AI and CRM integration, it not only streamlines communication and data management but also ensures that sales professionals can focus on building relationships and closing deals.

Email Communication Enhancement

Personalized Customer Proposals: Imagine a scenario where a seller needs to send a proposal to a prospective client. Microsoft Sales Copilot can generate a personalized proposal email by pulling data from CRM, such as the client's previous interactions, expressed needs, and potential solutions offered by the seller's portfolio. This ensures that the proposal is not only tailored to the client's specific requirements but also positions the seller as attentive and responsive.
Follow-up Automation: After a product demo, Sales Copilot can automate the follow-up process by crafting a message that includes key points discussed during the demo, answers to any unresolved questions, and next steps. This automation ensures timely follow-ups and maintains momentum in the sales cycle.

CRM Integration for Streamlined Sales Processes

Opportunity Tracking: When a seller updates a deal's status after a successful client meeting, it can automatically reflect this change in the CRM and suggest next steps, such as setting up a contract review meeting or sending a thank-you note. Thus, ensuring that all team members are up-to-date on deal progress.
Customer Interaction Log: After every email exchange or call, Microsoft Copilot for sales can log these interactions in the CRM without manual data entry, ensuring a comprehensive history of customer interactions, making it easier for sales teams to understand the customer journey and personalize future communications.

Meeting Summaries and Insights

Actionable Insights from Meetings: For complex sales processes involving multiple stakeholders, it can analyze the discussion to identify each stakeholder's concerns and interests. Moreover, it generates a summary with actionable insights, such as who needs more information on specific aspects of the product or who appears to be a decision-maker, enabling targeted follow-ups.
Integration with Sales Strategy: After a strategic planning meeting, it can summarize the discussion points, decisions made, and assigned tasks. This summary can then be shared with the team and integrated into the CRM for tracking purposes, ensuring that everyone is aligned with the sales strategy.

Sales Training and Onboarding

New Hire Ramp-Up: Copilot can assist in the onboarding process of new sales hires by providing them with automated insights and summaries of past successful sales interactions and meetings. This helps new hires to quickly learn best practices and understand the sales strategies that work well with different types of clients.
Skill Development: By analyzing sales calls and meetings, Copilot can identify areas where a seller might need improvement, such as product knowledge or dealing with objections. It can then suggest relevant training materials or courses available within the organization.

Customer Engagement and Retention

Proactive Service Suggestions: Based on CRM data analysis, it can identify opportunities for upselling or cross-selling, suggesting personalized service or product recommendations that sellers can offer to their clients, thereby increasing customer value and retention.
Customer Satisfaction Follow-ups: After a product has been delivered or a service has been rendered, it helps you automate satisfaction surveys or follow-up messages to gather feedback, ensuring that any issues are promptly addressed and contributing to a positive customer experience.

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Microsoft Sales Copilot Pricing & Licensing Structure

Pricing Structure

Viva Sales (Copilot) is intricately designed to accommodate the diverse needs of sales teams, offering a comprehensive suite of features at a competitive pricing model. The pricing for Copilot for Sales is structured as follows:

  • Standard Subscription: Priced at $50 per user per month, the standard subscription includes the rich sales-specific capabilities alongside Microsoft Copilot for Microsoft 365.
  • Discounted Subscription: For customers who already have Copilot for Microsoft 365, it is available at a discounted rate of $20 per user per month.

Availability: Sales Copilot subscriptions were made available for purchase starting February 1, 2024, on the Volume Licensing and Web Direct Channel. As of March 1, 2024, they are now also accessible through CSP (Cloud Solution Provider).

Licensing Details

Copilot for Sales is not included in any Dynamics 365 Sales subscriptions by default. However, Dynamics 365 Sales Premium customers can activate Copilot capabilities with an additional purchase of Copilot for Microsoft 365. This integration enables users to access a suite of AI-assisted sales processes and features, provided they have both Sales Premium and Microsoft Copilot for Microsoft 365 associated with their user profile.

It's important to note that standard Copilot functionalities, similar to those available in Sales Copilot, such as email generation in Outlook and contact updates, will continue to be accessible to Dynamics 365 Sales customers (Enterprise and Premium) without the need for a separate purchase.

How to Set Up Microsoft Sales Copilot (Formerly Viva Sales)

Navigate to the Microsoft 365 Admin Center: Log in as an M365 administrator.

Install Viva Sales Add-in: Go to "Settings" > "Integrated apps" > "Get apps" and search for Viva Sales. Select "Get it now" for Viva Sales for Outlook and deploy it.

Configure Policies in Teams Admin Center

Access Teams Admin Center: From the Microsoft 365 Admin Center, navigate to "Teams" under "Additional admin centers".

Set Up Policies: In Teams Admin Center, under "Teams apps" > "Setup policies", create a new policy named "Viva Sales". Add the Viva Sales app to this policy and ensure users have the option to pin it. Save your changes.

Configure Viva Sales in Outlook

Open Outlook: Use the sample email in your inbox to access Viva Sales through the ellipsis menu.

Sign in and Choose CRM: Select your CRM product (Dynamics 365 or Salesforce) and ensure you choose the correct environment.

Configure Viva Sales Inside the Sales App

Navigate to App Settings in Dynamics 365 Sales Hub: Access "Teams meeting integration" to enable synchronization of calendars and meetings between Dynamics 365 Sales and Microsoft Teams.

Install Viva Sales in Teams App

Add Viva Sales to Teams: In the Teams app, search for Viva Sales under "Apps" and add it to a team. Configure the settings to enable AI-powered email suggestions for easier communication with customers.

Additional Configurations for Enhanced Experience

Enable Transcript Feature in Teams: Go to "Meetings" > "Meeting policies" in Teams Admin Center and enable the transcript feature for capturing details of customer and seller calls.

Configure Calling Policies: Under "Voice" > "Calling policies", enable cloud recording and transcription for private calls.

Enable Teams Dialer in Dynamics 365 Sales Hub: This allows for direct customer calls within the Dynamics 365 Sales Hub and leverages conversation intelligence for real-time analysis of call data.

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Top Reasons Partner Support is Essential for Leveraging Viva Sales Copilot

While Copilot for sales is designed for seamless integration and user-friendly operation within Dynamics 365 and Microsoft 365 environments, there are several scenarios where partner support can be invaluable:

  1. Customization and Tailoring: Partners can help customize Sales Copilot to fit the specific needs of a business. While the tool comes with a powerful set of features out of the box, partners can assist in tailoring these features to align with unique business processes, sales strategies, and CRM data structures.
  2. Integration with Existing Systems: Organizations often use a variety of systems and software applications. Partners can provide expertise when integrating Sales Copilot with these existing systems, ensuring smooth data flow between CRM, ERP, marketing automation tools, and other software.
  3. Training and Onboarding: Although Sales Copilot is designed to be intuitive, there's a learning curve associated with leveraging its full potential. D365 experts can offer comprehensive training and onboarding sessions for sales teams, ensuring they understand how to effectively use Copilot for sales activities, from generating emails to creating detailed customer reports.
  4. Advanced Features and Copilot Studio: Copilot includes Copilot Studio, which allows for the customization of AI-assisted sales processes. Experts can help unlock the advanced features of Copilot Studio, developing tailored experiences, workflows, and actions that cater to specific sales scenarios or industry requirements.
  5. Ongoing Support and Optimization: As businesses evolve, so do their sales strategies and tools. Partners provide ongoing support, helping organizations to continuously optimize Sales Copilot based on new sales goals, market conditions, and customer feedback. This includes adjusting AI models, updating integrations, and refining sales workflows for maximum efficiency and effectiveness.
  6. Compliance and Security: Ensuring that AI tools comply with industry regulations and maintain high standards of data security is crucial. Partners can assist in setting up Viva Sales Copilot in a way that adheres to GDPR, CCPA, and other regulations, while also implementing best practices for data privacy and security.

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Bottomline

At Nalashaa Digital, our commitment to harnessing the power of artificial intelligence extends to the core of your sales strategies. We dive deep into the fabric of your sales processes, enriching the ecosystem with Dynamics 365's advanced functionalities and the intuitive intelligence of Viva Sales Copilot. Get in touch with us to know more.

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About Author

Aiswarya Madhu

In the ever-changing tech landscape, my mission is to craft content that simplifies complex concepts and brings the wonders of modern technology closer to my audience. With a rich experience spanning over 2 years, I have honed my skills in crafting captivating and informative content for B2B domain that deeply resonates with the tech-savvy audience. When not working, you'll often find me with a steaming cup of tea and an inspiring book, fueling my curiosity and passion for knowledge.

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