Microsoft Dynamics 365 Customer Experience Analyst : Configure and use the assistant

In Dynamics 365 Sales, the Assistant (previously called Relationship Assistant) is a built-in AI-driven tool that helps sellers stay on top of their daily tasks, opportunities, and customer interactions.

It works by monitoring your activities, communications, and data in Dynamics 365 and then surfacing actionable insights in the form of cards. These insights are context-aware and displayed on records (like leads, opportunities, or accounts), dashboards, and even mobile devices.

Key features of the Assistant in Dynamics 365 Sales:

1. Action Cards

• Provides reminders and suggestions (e.g., "Follow up on this opportunity," "Upcoming meeting," "Email not responded to").
• Can suggest next best actions based on customer engagement.

2. Proactive Guidance

• Surfaces important information without you needing to search for it.
• Highlights risks (e.g., opportunity close date approaching with no recent activity).

3. Integration with Communication

• Tracks emails, meetings, and calls.
• Notifies you if a customer opens or replies to an email, or if there has been a long delay in communication.

4. Sales Insights

• Uses AI to identify trends and recommend actions, helping sales teams prioritize the right opportunities.

5. Customization

• Administrators can configure which action cards to enable (e.g., meeting reminders, inactivity alerts, task due reminders).

Configuring the Assistant

1.Access Settings

• Go toDynamics 365 Sales Hub.
• Navigate toApp Settings > Productivity tools > Assistant.

2.Enable the Assistant

• Ensure theAssistant is turned ON for your environment.

3.Configure Cards

The Assistant usesaction cards to deliver insights.

You can enable or disable cards such as:

• Upcoming meetings
• Emails to follow up
• Opportunities at risk
•  Leads with no activity
• Customer anniversaries

These cards can be configured based on business needs.

4.Security & Permissions

• Only users with the correct role (e.g., Sales Manager, System Administrator) can configure cards globally.
• Individual sellers can personalize which cards they want to see.

Using the Assistant

1.View Assistant Cards

 In the Sales Hub dashboard, sellers see personalized cards such as:

•  “Upcoming meeting with Contoso tomorrow.”
•  “You haven’t responded to Fabrikam’s email from 2 days ago.”
•   “Opportunity with Alpine Ski House is close to closing.”

2.Take Action

•  Each card comes with an action button (e.g., “Open record”, “Send email”, “Schedule meeting”).
•  This helps sellers quickly act on insights without searching.

3.AI-driven Insights

The Assistant leverages Azure AI and Dynamics 365 data to recommend:

• Best time to reach out to a customer
•  At-risk opportunities
•  Cross-sell and upsell suggestions

4.Mobile Support

The Assistant also appears in Dynamics 365 mobile apps, ensuring sellers stay informed on the go.

• Improves seller productivity with proactive reminders.
• Ensures no leads or opportunities slip through.
• Provides AI-based insights for better decision-making.
• Helps maintain stronger customer relationships through timely actions.

The Assistant in Dynamics 365 Sales is an AI-powered tool that helps sellers stay organized, proactive, and focused on building customer relationships. It provides real-time action cards that surface reminders, insights, and recommendations—such as follow-ups on unanswered emails, upcoming meetings, or opportunities at risk—directly within the Sales Hub and mobile app. By analyzing sales data and interactions, the Assistant delivers contextual, actionable insights that guide sellers toward the next best action. This not only improves productivity and responsiveness but also ensures that no important customer engagement or opportunity is overlooked, ultimately driving more effective sales outcomes.