Empower sellers with Playbooks guided by event-driven sales activities


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Dynamics 365 for Sales is introducing Playbooks, a new capability to help organizations automate repeatable sales activities and respond to external events.

In the age of the customer, buyers have the upper hand in the relationship with sellers. With nearly limitless access to information, they can dictate their own customer journeys, rather than follow a predefined business process. It is thus important to move from a reactive process-driven data repository on systems of record to proactive and predictive event-driven guidance engines that can suggest next best actions and surface relevant sales activities to successfully respond to external events.

One possible real-world application of Playbooks is the following scenario: If a decision maker and top champion of the product leaves the organization in the middle of a deal, this can become an event with the potential to jeopardize the entire commercial transaction. With Playbooks, however, automation can trigger a play that creates a set of tasks and activities needed to remedy the situation. A task to reach out to current contacts at the customer account and identify the new stakeholder could be immediately followed by an introductory phone call to better understand the new stakeholder’s priorities. This carefully crafted orchestration of activities ensures that the new decision maker is successfully identified and turned into a new champion for the product so that the deal can be salvaged.

The new capabilities will allow organizations to:

  • Configure Playbooks and define the set of tasks and activities to automate once triggered.
  • Search and launch Playbooks for a particular scenario.
  • Track the status progress of running Playbooks against their outcome, successful or not.


Enforce best practices with playbooks