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Submission: On August 15 via manual from JP — Scanned from JP
Effective URL: https://learn.microsoft.com/en-us/dynamics365/sales/fre-setup-ci-sales-app
Submission: On August 15 via manual from JP — Scanned from JP
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SET UP CONVERSATION INTELLIGENCE
* Article
* 07/06/2023
* 6 contributors
Feedback
IN THIS ARTICLE
1. License and role requirements
2. Prerequisites for Microsoft Teams
3. Prerequisites for third-party dialers
4. Open the conversation intelligence settings page
5. Create or edit a recording policy
6. Configure conversation intelligence settings
7. Enable new and upcoming features
8. Can't find the options in your app?
Show 4 more
Using Microsoft Teams or other third-party dialers together with conversation
intelligence in Dynamics 365 Sales helps organizations transform customer
interactions into revenue. Calling with these dialers allows sellers to view
business-critical insights both during the call—in real-time—and after.
As an administrator, configure conversation intelligence for the dialer that
your sellers use.
If you have the Dynamics 365 Sales Enterprise license, you can enable Teams call
recording through quick setup. Go to the Get started with digital sales page
under App Settings in your sales app. Your sellers will get three hours of
conversation intelligence per month.
Learn more about conversation intelligence for Sales Enterprise license.
LICENSE AND ROLE REQUIREMENTS
Requirement type You must have License Dynamics 365 Sales Premium or Dynamics
365 Sales Enterprise
More information: Dynamics 365 Sales pricing Security roles System Administrator
More information: Predefined security roles for Sales
PREREQUISITES FOR MICROSOFT TEAMS
* An installation of Microsoft Teams Phone System along with a valid license to
use it. Set up your phone system.
* A license to use Teams. Learn more about Microsoft Teams add-on licenses.
* Teams dialer enabled and configured for your organization
PREREQUISITES FOR THIRD-PARTY DIALERS
* A valid license and subscription to use the third-party dialers. Refer to
your telephony provider's documentation to set up the phone system and
dialer.
* Integrate the third-party dialer with Dynamics 365 Sales.
OPEN THE CONVERSATION INTELLIGENCE SETTINGS PAGE
1. Select Change area in the lower-left corner of the page, and then select
Sales Insights settings.
2. Under Productivity, select Conversation intelligence.
CREATE OR EDIT A RECORDING POLICY
Recording policies define the call provider, security roles, and recording
options. You can create multiple recording policies and assign them to different
security roles. For example, you can create a recording policy for your sales
managers that allows them to record calls automatically and another one for your
sales representatives that allows them to record calls manually. If your sellers
use multiple call providers, you can create a recording policy for each
provider.
1. Open the Conversation intelligence settings page.
2. In the Call providers and recording section, select your call provider. For
example, select Teams to create a recording policy for your Teams calls. To
edit an existing policy, select the policy from the Recording policies table
in this section.
Note
This section lists only those providers that are configured and integrated.
If you don't see your provider listed, verify the prerequisites listed in
this article.
3. In the New recording policy pane, specify a unique name for the policy.
4. Configure the security roles and recording options as described in the
following table.
Option Description Recording options Select an option for initiating call
recordings:
* Manually record all participants: Select this option to allow sellers to
manually start the recording when a call begins and record all
participants.
* Manually record all participants, sellers are automatically recorded:
Select this option to record sellers automatically when a call begins.
Sellers can start or stop recording the customer at any time.
* Automatically record all participants: Select this option to
automatically record all the participants in the call.
* Automatically record all participants, sellers can stop recording: Select
this option to automatically record all the participants in the call.
Sellers can stop the recording at any time.
Enable recording policy for Specifies the security roles that the policy is
applicable for. Make sure that the selected security roles have read
privileges to Recording records.
Tips:
* To implement the feature for your entire organization, select all
security roles.
* For a phased implementation, create different security roles for each
group of users and then assign the security role accordingly.
5. Save the changes. If you're configuring conversation intelligence for the
first time, continue with the next section to configure the conversation
intelligence settings.
CONFIGURE CONVERSATION INTELLIGENCE SETTINGS
Configure the settings to specify where your call recording data is stored, the
retention period, and the keywords and competitors that you want to track during
calls.
1. Open the Conversation intelligence settings page.
2. In the Call recording storage section, configure the storage-related options
as described in the following table.
Option Description Storage for call recordings Select an option to store
your call recordings for analysis:
* Microsoft provided storage: Select this option to use storage provided by
Microsoft. This option is selected by default, and we recommend that you
don't change it unless you need to retain call recording data for longer
than 90 days.
* Your own Azure storage: Select this option to use your custom Azure
storage. You must select this option to retain call recording data for
longer than 90 days. After you select this option, enter the Storage
connection string and Container name of your Azure storage.
Retention policy Select how long to retain call recording data. The
application deletes the data when it reaches the time limit. Learn more
about data retention and access.
For Microsoft-provided storage, the available retention periods are 30 days
and 90 days. If your organization requires a longer retention period, you'll
need to use your own storage.
3. Under Business settings, configure the following settings:
* In the Conversation tracking section, add the keywords and competitors
that your organization wants to track during calls. Adding keywords and
competitors is a required global setting that's applied to all sales calls
in the organization. To enable conversation intelligence, you must set at
least one keyword and at least one competitor. You can update keywords and
competitors later if necessary. Learn more about configuring keywords and
competitors in conversation content.
* In the Automated summaries section, leave Enable call summary selected to
let your sellers view the notes after their calls. Learn more about the
call summary page.
* In the My languages section, add the languages your sellers use during
their calls with customers to ensure accurate transcription, keyword
tracking, analysis, insights, and KPIs.
4. (Optional) In the Data consent and privacy section, select Allow read-only
access to data to allow Microsoft to improve the quality of insights by
giving read-only access to your organization's conversation intelligence
data.
5. In the License usage section, you can view information about the total call
recording processing hours that have been used and how many of your monthly
hours remain.
6. (Optional) In the New and upcoming features section, select the preview
features that you want to enable for your Dynamics 365 org. Learn more about
enabling new and upcoming features.
7. Select Publish. In the message that appears, read the terms and conditions
and the privacy statement, and then select Get started.
ENABLE NEW AND UPCOMING FEATURES
The following preview features are available for conversation intelligence:
* Hide personal data (preview)
* Enable call categorization for short calls (preview)
HIDE PERSONAL DATA (PREVIEW)
To comply with the Payment Card Industry (PCI) regulations, organizations must
protect personal data shared by customers during calls. When you enable the
option to hide personal data, credit card details such as credit card number,
expiry date, and CVV will be masked before saving a transcript. Learn more about
call transcripts.
Important
A preview is a feature that is not complete, but is made available to you before
general availability so you can evaluate the preview and provide feedback to
Microsoft. Previews may have restricted functionality and may employ reduced or
different privacy, security, or compliance commitments than a commercial
version. As such, previews are not intended for production use, which means they
are not meant for "live" Customer Data, Personal Data, or other data that is
subject to heightened compliance requirements. Use of such data is at your sole
risk and it's your sole responsibility to notify your end users about not
including personal or sensitive information with their use of previews, as
appropriate. We don't provide support for previews and Microsoft Dynamics 365
Technical Support won't be able to help you with issues or questions. This
preview, and any one-off support Microsoft may elect to provide, is provided
"as-is," "with all faults," "as available," and without warranty.
To comply with Payment Card Industry regulations, organizations must protect
personal data shared by customers during calls. When you enable the option to
hide personal data, credit card details such as the account number, expiration
date, and CVV are masked before the call transcript is saved.
1. Open the Conversation intelligence settings page.
2. Go to the New and upcoming features section, select Hide credit card info in
transcripts to mask credit card information in the transcripts of future
calls before they're saved. Currently, the credit card number mentions in
the audio are not redacted.
ENABLE CALL CATEGORIZATION FOR SHORT CALLS (PREVIEW)
Important
A preview is a feature that is not complete, but is made available to you before
general availability so you can evaluate the preview and provide feedback to
Microsoft. Previews may have restricted functionality and may employ reduced or
different privacy, security, or compliance commitments than a commercial
version. As such, previews are not intended for production use, which means they
are not meant for "live" Customer Data, Personal Data, or other data that is
subject to heightened compliance requirements. Use of such data is at your sole
risk and it's your sole responsibility to notify your end users about not
including personal or sensitive information with their use of previews, as
appropriate. We don't provide support for previews and Microsoft Dynamics 365
Technical Support won't be able to help you with issues or questions. This
preview, and any one-off support Microsoft may elect to provide, is provided
"as-is," "with all faults," "as available," and without warranty.
If you have chosen Automatic recording to record all customer calls, you can
enable call categorization to help your sales team to quickly identify calls
that don't have useful content such as calls that went to voicemail and calls
that were not answered. More information: View categorization tag for short
duration calls (Preview)
1. Open the Conversation intelligence settings page.
2. Go to the New and upcoming features section, select Call categorization
(preview), select the type of calls you want the system to detect and tag.
CAN'T FIND THE OPTIONS IN YOUR APP?
There are three possibilities:
* You don't have the necessary license or role.
* Your administrator hasn't turned on the feature.
* Your organization is using a custom app. Check with your administrator for
exact steps. The steps described in this article are specific to the
out-of-the-box apps such as, the Sales Hub or Sales Professional app.
SEE ALSO
* Configure sales team-level settings
* Introduction to administering conversation intelligence
* Prerequisites to configure conversation intelligence
FEEDBACK
Submit and view feedback for
This product This page
View all page feedback
--------------------------------------------------------------------------------
ADDITIONAL RESOURCES
--------------------------------------------------------------------------------
Documentation
* View and understand the call summary page
Use the call summary to get a high-level view of how a conversation with a
customer went, action items, keywords, the call timeline, and a transcript in
the Dynamics 365 Sales Hub app.
* First-run setup experience in conversation intelligence application
Learn how to set up conversation intelligence for Teams meetings and calls
through the conversation intelligence app.
* Dynamics 365 Sales - Conversation intelligence
Conversation intelligence lets your sales teams capture customer
interactions, automatically transcribe calls, analyze content, and deliver
insights.
* Enhanced Collaboration for Microsoft Teams with Dynamics 365 app
Learn how to use Enhanced Collaboration with Microsoft Teams, and connect a
record or view to a team channel from Dynamics 365 customer engagement apps.
* Configure Microsoft Teams meeting integration in Dynamics 365
Learn how to create and join a Teams meeting from Dynamics 365.
* Prerequisites to configure Conversation intelligence app
Verify the prerequisites that are necessary to configure the Conversation
intelligence app."
* Use Microsoft Teams meeting integration in Sales Hub
Learn how to create and join a Teams meeting from Sales Hub.
* Coach sellers with conversation intelligence
Improve seller coaching and sales potential with AI-driven insights readily
available for conversation intelligence.
Show 5 more
--------------------------------------------------------------------------------
Training
Certification
Microsoft 365 Certified: Teams Voice Engineer Expert - Certifications
In May, this certification will be replaced by Microsoft 365 Certified:
Collaboration Communications Systems Engineer Associate. Microsoft Teams voice
engineers plan, design, configure, maintain, and troubleshoot an integrated
communications solution at an organization.
English (United States)
Theme
* Light
* Dark
* High contrast
*
* Previous Versions
* Blog
* Contribute
* Privacy
* Terms of Use
* Trademarks
* © Microsoft 2023
ADDITIONAL RESOURCES
--------------------------------------------------------------------------------
Training
Certification
Microsoft 365 Certified: Teams Voice Engineer Expert - Certifications
In May, this certification will be replaced by Microsoft 365 Certified:
Collaboration Communications Systems Engineer Associate. Microsoft Teams voice
engineers plan, design, configure, maintain, and troubleshoot an integrated
communications solution at an organization.
--------------------------------------------------------------------------------
Documentation
* View and understand the call summary page
Use the call summary to get a high-level view of how a conversation with a
customer went, action items, keywords, the call timeline, and a transcript in
the Dynamics 365 Sales Hub app.
* First-run setup experience in conversation intelligence application
Learn how to set up conversation intelligence for Teams meetings and calls
through the conversation intelligence app.
* Dynamics 365 Sales - Conversation intelligence
Conversation intelligence lets your sales teams capture customer
interactions, automatically transcribe calls, analyze content, and deliver
insights.
* Enhanced Collaboration for Microsoft Teams with Dynamics 365 app
Learn how to use Enhanced Collaboration with Microsoft Teams, and connect a
record or view to a team channel from Dynamics 365 customer engagement apps.
* Configure Microsoft Teams meeting integration in Dynamics 365
Learn how to create and join a Teams meeting from Dynamics 365.
* Prerequisites to configure Conversation intelligence app
Verify the prerequisites that are necessary to configure the Conversation
intelligence app."
* Use Microsoft Teams meeting integration in Sales Hub
Learn how to create and join a Teams meeting from Sales Hub.
* Coach sellers with conversation intelligence
Improve seller coaching and sales potential with AI-driven insights readily
available for conversation intelligence.
Show 5 more
IN THIS ARTICLE
English (United States)
Theme
* Light
* Dark
* High contrast
*
* Previous Versions
* Blog
* Contribute
* Privacy
* Terms of Use
* Trademarks
* © Microsoft 2023