Role-Based Programme
RB0557

Microsoft Copilot Studio for Sales & Business Development

Build AI Agents for Lead Engagement, Qualification & Sales Support

IMAGE REQUIRED
Duration
4 Hours
Level
Awareness
Delivery
Instructor-Led
Format
Awareness Session

Programme Objectives

  • Understand how Microsoft Copilot Studio can support lead engagement, sales enquiries, qualification, product discovery, and follow-up workflows.
  • Explore agents grounded in approved product, service, pricing-guidance, sales collateral, FAQ, and organizational knowledge.
  • Understand how generative orchestration, topics, tools, connectors, and agent flows can support sales conversations and business actions.
  • Explore CRM-connected workflows for retrieving approved account or opportunity information and routing qualified enquiries.
  • Recognise the importance of customer privacy, consent, sales-data security, commercial accuracy, human handoff, and seller ownership.

Tools covered

Microsoft Copilot StudioGenerative OrchestrationKnowledge SourcesTopicsTools & ConnectorsAgent FlowsCRM Integration ConceptsCustomer Engagement HandoffAnalytics

Who should attend

  • Sales Managers
  • Business Development Managers
  • Sales Executives
  • Business Development Executives
  • Account Executives
  • Account Managers
  • Key Account Managers
  • Inside Sales Professionals
  • Sales Development Representatives
  • Business Development Representatives
  • Pre-Sales Professionals
  • Sales Operations Professionals
  • Sales Enablement Professionals

Prerequisites & Participant Readiness

  • Basic understanding of sales and business-development processes
  • Familiarity with prospecting, qualification, customer enquiries, and follow-up
  • Basic awareness of CRM and sales-pipeline concepts
  • Familiarity with Microsoft 365, Dynamics 365, or Power Platform is helpful
  • No coding expertise required
  • Access to Microsoft Copilot Studio is recommended for hands-on activities

TOC Modules

Concepts
  • Understanding agents, instructions, knowledge, topics, tools, and agent flows
  • Identifying applications across prospect engagement, qualification, sales support, and follow-up
  • Understanding conversational assistance versus automated business actions
  • Differentiating AI-assisted selling from seller judgement and relationship ownership
Practical activities
  • Exploring a sample sales-support agent
  • Defining an agent's purpose, audience, and boundaries
  • Mapping Prospect Need → Agent Capability → Sales Outcome

Scenarios

Website Lead Qualification Agent

Prospect Enquiry → Copilot Studio → Approved Product Knowledge → Need & Use-Case Capture → Qualification Context → Sales Representative Handoff

Participants design an agent that answers initial prospect questions, captures relevant business context, and routes a qualified enquiry to a salesperson without allowing the agent to make autonomous commercial commitments.

Existing Account Sales Support Agent

Account Query → Agent → Authorized CRM / Business Data → Product or Opportunity Context → Recommended Next Action → Seller Review → Follow-Up

Participants explore a sales-support workflow that combines approved knowledge with authorized live business information to help sellers prepare for account follow-up.

## Current Capability Reference

Microsoft Copilot Studio's current **generative orchestration** uses an LLM-driven planning layer that interprets user intent, decomposes multi-part requests, and dynamically selects appropriate knowledge, tools, topics, and other capabilities. The runtime can also seek approval before sensitive actions are executed.

Copilot Studio agents can currently be grounded in **enterprise data from Power Platform, Dynamics 365, websites, documents, and external systems**, enabling sales agents to answer questions using approved organizational information rather than relying only on general model knowledge.

For live or customer-specific information, Microsoft distinguishes **knowledge** from APIs and tools: knowledge is suited to relatively stable guidance such as product information and FAQs, while APIs or connected tools are more suitable for real-time data such as account, order, or transaction status.

Copilot Studio also supports customer-engagement workflows where an AI agent can provide self-service and then **transfer the conversation, with context, to a human agent** through supported engagement platforms when required. This pattern is directly relevant to sales scenarios where commercial discussion should move to a salesperson.

Current analytics can classify engaged conversations into outcomes such as **resolved, escalated, or abandoned**, allowing sales and business-development teams to evaluate whether their agents are successfully progressing interactions or creating unnecessary drop-off.

**Sales & Business Development Principle:** Copilot Studio should support **initial engagement, approved product information, qualification-context capture, CRM-connected lookup, routing, and follow-up coordination**. Final lead acceptance, opportunity qualification, pricing, discounts, proposals, negotiation, forecasting, and contractual commitments should remain under appropriately authorized human sales ownership.

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