Microsoft Dynamics 365 Copilot is quickly becoming one of the most exciting AI tools in the customer experience. Initially introduced by Microsoft in March 2023, this unique version of the Copilot AI assistant is specifically tuned to the needs of customer-facing teams.
Part of a versatile collection of generative AI tools created by Microsoft for its comprehensive product portfolio, Copilot for Microsoft Dynamics is a genuinely transformational tool. Leveraging large language model technology, this offering brings the latest generative AI capabilities to Microsoft’s leading Customer Relationship Management and Enterprise Resource Planning solution.
Copilot can help streamline customer service, sales, and business management tasks, increase workplace efficiency, and even reduce operational costs. Today, we’re sharing our top tips and insights on how to use Microsoft Dynamics 365 Copilot in your business.
What is Microsoft Dynamics 365 Copilot?
Microsoft Dynamics 365 Copilot is a specific version of the “Copilot” generative AI tool created by Microsoft for use within the Dynamics 365 ecosystem. When Microsoft introduced this new solution in March 2023, it was the first AI copilot natively built for CRM and ERP software.
This offering promised companies an opportunity to empower their workers with AI tools for sales, service, marketing, operations, and supply chain roles. According to Microsoft, the capabilities of Copilot ensure staff can spend more time generating results and less time on repetitive tasks.
Microsoft Dynamics 365 Copilot takes advantage of the latest advancements in generative AI to automate processes and provide every agent with a dedicated smart assistant. Though the solution is relatively new, it’s quickly emerging as a popular part of the CX technology stack.
By November 2023, Microsoft shared that over 130,000 organizations were already leveraging copilot capabilities in Dynamics 365 and Microsoft Power Platform. Additionally, Microsoft’s research showed that 70% of Copilot users were more productive, 73% were faster at completing tasks, and 68% believed Copilot improved the quality of their work.
How to Use Microsoft Dynamics 365 Copilot
Like most versions of Microsoft’s Copilot solution, Copilot for Dynamics 365 is an add-on for an existing Microsoft tool. To access the generative AI bot, you’ll need a compatible Microsoft Dynamics 365 subscription and subscriptions for any accompanying tools you want to use. Copilot capabilities are already included in certain Dynamics subscriptions.
For instance, users can access Copilot as part of the “Dynamics 365 Customer Insights” subscription. Copilot for Sales, which works alongside Dynamics, is available for $50 per monthly user. Alternatively, Copilot is included with Dynamics 365 Sales Enterprise and Premium packages.
Microsoft Copilot for Service, another new version of Copilot for customer service teams, is available for $50 per user per month, on top of your Dynamics subscription cost.
To use Microsoft Dynamics 365 Copilot, alongside the proper license, you’ll also need to ensure your administrator has turned Copilot on and configured for your team. You can find steps on how to do this provided by Microsoft here.
Once Copilot is enabled for Microsoft 365 Dynamics apps, users can access the solution by clicking the Copilot icon on the right-hand side of most apps. Once Copilot loads, users can access the sparkle icon for a list of suggested prompts or speak with Copilot using conversational prompts.
There’s a handy list of suggested prompts available on Microsoft’s educational blog if you haven’t used a generative AI bot before.
Ways to Use Microsoft Dynamics 365 Copilot
Microsoft’s Copilot solution for Dynamics 365 integrates with all the applications in the Dynamics ecosystem, offering unique benefits for various workflows. Here are just some of the things you can do with Copilot in your Microsoft Dynamics 365 stack:
Use Microsoft Dynamics 365 Copilot for Customer Service
Copilot is a fantastic tool for customer service agents hoping to improve productivity and efficiency. In Dynamics 365 Customer Service, agents on any app can open the Copilot tab to ask questions and generate rapid responses to customer queries.
You can copy/paste customer emails and messages into the Copilot chat box and ask it to generate personalized responses in seconds. Agents can also build virtual agents in minutes with conversation boosters in Power Virtual Agents. Or you can tell Copilot to summarize cases and conversations or provide insights into customer data.
With the Microsoft Copilot for Service add-on, companies can connect their AI agent to an existing CRM or contact center with out-of-the-box integrations. This add-on also brings the power of Copilot to the tools agents use daily, such as Microsoft Teams and Outlook. It can summarize email threads for you and meetings with intelligent recaps and highlighted discussion points.
You can even train Copilot with your knowledgebase articles, trusted websites, files, and other data sources to ensure it can deliver personalized responses to queries.
Unlock Creativity with Copilot in Dynamics 365 Business Central
In the Dynamics 365 Business Central environment, small and mid-sized organizations can empower their teams with many exciting Copilot features. Teams looking for help bringing products to market faster can upload product pictures to Copilot. The system can then create product descriptions based on color, material, size, and more attributes.
Users can customize responses to match their specific tone of voice and branding. Copilot can also assist with reconciling bank account statements and financial reports. After uploading statements into the dashboard, Copilot can automatically match transactions known to your Business Central account and suggest appropriate ledger accounts for registering transactions.
There’s even a dedicated Copilot solution for Dynamics 365 Finance. This allows companies to automatically generate summaries of customer accounts, track invoices and payment history, and even access suggestions on improving cash flows.
Plus, Dynamics Business Central users can customize Copilot with unique capabilities using developer tools. You can create powerful AI experiences for any industry or role and distribute them in-house or at scale with Microsoft AppSource.
Access Copilot for Supply Chain Management and Project Operations
Microsoft Dynamics 365 Copilot for Dynamics Supply Chain Management is another excellent tool for improving team productivity and performance. Companies can leverage Copilot to craft precise responses to supply chain queries within this ERP solution, using access to existing documents and files. Users can also engage with Copilot throughout the supply chain management journey.
You can ask the assistant questions about your supply chain, summarize complex conversations, and even assess the impact and risk of changes to sourcing decisions. In the future, Microsoft says Copilot will also be able to direct users to specific pages within the application and suggest relevant actions to help them complete tasks.
In Dynamics 365 Project Operations, Copilot helps project managers rapidly create new project plans. All you need to do is tell the assistant what you want to accomplish, and it will get to work for you. It can streamline the creation of project status reports, integrating scheduling and financial data summaries into each summary.
Copilot also excels at continuous risk mitigation and identification. For instance, you can access the solution to scan active projects and pinpoint common risk factors like budget overruns.
