What is Dynamics 365 Copilot, and how can it transform your business?

What is Dynamics 365 Copilot?

What if you had an intelligent assistant working behind the scenes every day? That’s what Copilot in Microsoft Dynamics 365 delivers. It handles routine tasks so you can focus on your customers.

Here’s a quick look at what Copilot does across Dynamics 365.

Copilot in Microsoft Dynamics 365 Sales

Three tools work together to support your sales team:

• Dynamics 365 Sales acts as a central hub. It tracks leads, deals, and customer details.
• Copilot works as a personal assistant. It helps with tasks, summarizes meetings, and takes notes.
• Viva Sales connects your team to their data inside Microsoft Teams. They stay informed without switching between windows.

Together, these tools save time and keep your team focused on selling.

What Copilot Does in Sales

• Writing emails

Speeds up email writing by suggesting greetings, sentences, and closing phrases. It adapts to your communication style for a personal touch.

• Populating records

Autocompletes form fields using contextual clues, saving time on data entry. For example, it can prefill a new contact’s address, company name, and job title.

• Opportunity summaries

Automatically creates concise opportunity summaries when you update records. No more writing manual abstracts.

• Document narrative

Suggests text for opportunity descriptions and account summaries. It tailors content to your specific tasks.

• Surfacing insights

Analyzes customer data in Dynamics 365 to surface proactive insights. This includes relevant news about a customer’s company or cross-sell opportunities.

Copilot in Microsoft Dynamics 365 Viva Sales

• Smart message composition: Offers tailored responses and sales messaging suggestions in Microsoft Teams conversations.
• Guidance on best practices: Draws on sales playbooks and institutional knowledge to give real-time guidance on new opportunities and open issues.
• Effortless meeting summaries: Automatically generates meeting notes and summaries in Teams based on transcripts and context.
• Task management assistance: Recommends next steps and action items. It adds tasks to Dynamics 365 and sends timely reminders.
• Content recommendations: Suggests relevant sales materials, conversation starters, and talking points tailored for each account.

This level of relationship intelligence matters in high-stakes industries. See how a private equity firm relies on D365 to manage investments and client relations to unify data and stay competitive.

Benefits and use cases

64% of users say Copilot helps them spend less time processing email. 85% say it helps them reach a good first draft faster.

• Fast onboarding: Copilot guides new sales reps and helps them learn processes quickly.
• Less admin work: Saves time on data entry so reps can focus on selling.
• Timely customer insights: Delivers quick insights for better win rates.
• Swift communication: Speeds up email and Teams chat responses.
• Focused sales process: Keeps reps on task and focused on the right priorities.

Dynamics 365 Sales is the core CRM. Viva Sales extends it into Microsoft Teams. Copilot enhances both with intelligent suggestions. Together, they create a more productive sales team that hits targets and exceeds expectations.

Copilot in Microsoft Dynamics 365 Customer Service

Dynamics 365 and Copilot work together to deliver customer service. Copilot learns from Dynamics 365 data, getting smarter with every case. It analyzes past interactions, suggests solutions, and helps agents resolve issues faster. Dynamics 365 uses Copilot’s insights to anticipate customer needs and automatically surface relevant articles.

What Copilot Does in Customer Service

• Email writing assistance: Based on past interactions, it suggests quick and personalized greetings, content, and closing phrases for customer emails.
• Automated case summaries: Automatically generate key details when a new case record is created. This saves time on manual documentation.
• Knowledge article suggestions: Proactively finds and surfaces relevant knowledge articles during case reviews. This helps agents provide accurate answers faster.
• Systematic note-taking: Transcribes and highlights key details during customer calls. It then uses these to create call summaries.
• Upsell recommendations: Analyze customer data to recommend additional products or services based on profiles, past purchases, and interactions.
• Workflow guidance: Guides agents through the next best steps for each case, including when to escalate.
• Alerts and notifications: Monitors cases and sends reminders based on service level agreements (SLAs) to keep follow-ups on track.

Key Benefits

• Onboarding acceleration: Guides new agents through processes and suggests responses for faster training.
• First-contact resolution boost: Proactively recommends knowledge articles, increasing first-contact resolution by 20%.
• Consistent service delivery: Detects customer sentiment and suggests empathetic responses, resulting in a 22% improvement in CSAT scores.
• Escalation avoidance: Notifications help agents address cases early, reducing escalations by 32%.
• Increased productivity: Manages tasks such as note-taking and reduces administrative work. This led to an 18% increase in customer contacts per agent.
• Continuous growth: The system learns from interactions and feedback over time, providing tailored suggestions to boost each agent’s performance.

Copilot in Microsoft Dynamics 365 Customer Insights and Marketing

Dynamics 365 helps you build stronger customer engagement with less effort. Customer Insights unifies customer data into a single platform and builds detailed customer profiles. D365 Marketing automates personalized campaigns across channels and creates unique customer journeys. Copilot suggests and completes tasks automatically, saving your team significant time.

What Copilot Does in Customer Insights

• Data unification

Suggests potential matches and relationships to unify customer records. This speeds up profile unification when connecting data sources like CRM and ERP systems.

• Customer segmentation

Recommends audience filters and attributes for building targeted segments. This simplifies the process for more impactful campaigns.

• Trend identification

Analyzes customer data to uncover behavioral trends. It provides insights into churn risk factors and loyalty drivers to shape engagement strategies.

• Summarizing profiles

Creates concise summaries of key facts, including demographics, preferences, and recent interactions, when exploring customer profiles.

According to Microsoft, Copilot reduced the time spent creating unified customer profiles by over 30% during initial testing. With AI assistance, marketers can build 360-degree customer views faster.

What Copilot Does in Marketing

When AI supports human expertise, marketing teams can accomplish more and drive better engagement.

• Content creation: Suggests personalized content for emails, landing pages, and campaigns based on customer data and segments.
• Journey design: Recommends interactions across channels for mapped customer journeys, aligned with proven nurture pathways.
• Performance optimization: Analyzes campaign metrics and suggests improvements, including adjustments to segmentation or follow-up emails.
• Process streamlining: Guides marketers through campaign execution steps and automatically configures settings based on best practices.

In Microsoft studies, marketers completed campaign configuration and launch activities 25% faster with Copilot. The AI assistant also improved campaign performance metrics, including open and conversion rates.

Quick Summary:  Customer Insights and Marketing Benefits

• Speeds up customer data unification for complete views
• Simplifies complex segmentation for precision targeting
• Extracts insights from analytics to inform strategy
• Optimizes campaign performance with data-driven recommendations

Copilot in Dynamics 365 Field Service

Dynamics 365 Field Service orchestrates your entire operation, from scheduling to dispatch to work tracking.

Copilot learns from past service data and suggests solutions based on historical trends. It also handles tasks like updating customer records and generating on-site reports, saving valuable time.

Assisted Work Order Creation

• Helps frontline managers, dispatchers, and technicians create, review, and edit work orders.
• Users can manage work orders directly within Microsoft 365 integrations and the Field Service application using Generative AI.
• This streamlined process increases frontline productivity and improves work order handling.

Productivity Boost for Field Service Agents

• Copilot supports the work agents perform.
• It reduces time spent on manual tasks, freeing agents to focus on meaningful customer interactions.
• All frontline workers can view, create, and manage work orders with Generative AI assistance.

Native Integration

Dynamics 365 Copilot is built natively into both the CRM and ERP platforms. Its purpose is to help business users generate ideas faster, complete tasks more quickly, and gather insights to make better decisions. These AI tools are powerful, but they require careful configuration to align with your security protocols and data structures. LevelShift provides specialized Microsoft Dynamics 365 Copilot services to help you pilot, deploy, and optimize these generative AI capabilities safely across your organization.

In Dynamics 365 Field Service, users benefit from faster, more efficient workflows thanks to Copilot.

Key Benefits and Use Cases

• Assisted with work order creation

Copilot uses Generative AI to streamline the process in Outlook. It prepopulates relevant data for efficiency and accuracy. Work orders automatically sync to Microsoft Dynamics 365 Field Service.

• Technician scheduling optimization (upcoming feature)

Copilot will recommend efficient technician schedules based on travel time, availability, and skill set. This improves resource allocation and response times.

• Customer message summaries (upcoming feature)

Copilot will summarize key details in email drafts to speed up responses to customer messages.

• Integration with Microsoft Teams (upcoming feature)

Copilot will be available within Microsoft Teams to improve collaboration and task management for frontline teams.

• IoT-based solutions

Summarizes and updates work orders based on IoT data. This streamlines service workflows, improves response times, and enhances service quality.

Copilot in Microsoft Dynamics 365 Business Central

Copilot learns from Business Central data, becoming a smart resource for your business. It analyzes data, identifies trends, and suggests actions. Business Central leverages Copilot’s insights for proactive automation. Experience automatic expense categorization, intelligent payment reminders, and even personalized customer communications, all powered by Copilot’s understanding of your business.

What Copilot Does in Business Central

• Efficient data input: Pre-fills fields and completes records using contextual information. For example, it populates header info and line items when you create a customer invoice.
• Automated narratives: Generate customized descriptions and notes for records such as customer accounts, product catalogs, and project plans.
• Error detection: Reviews data entries and transactions to identify potential errors, such as duplicate invoices and unrealistic amounts.
• Workflow recommendations: Guides users through recommended steps for key processes such as collections, budgeting, and financial close.
• Insightful reporting: Analyzes KPIs and financial reports to surface insights about performance and potential issues.
• Customer reminder alerts: Monitors customer accounts and sales orders. It proactively reminds users about outstanding payments, orders nearing default, and expired quotes.

Key Benefits

• New users become proficient 70% faster with Copilot guiding them through essential processes.
• Productivity increases by over 20% for bookkeepers, accountants, and operations staff as Copilot automates manual data tasks.
• Decision quality improves by 30% as managers use Copilot’s insights and alerts to spot trends and risks.
• Input errors drop by 18% thanks to Copilot’s error identification capability.
• Customer delays decrease by 22% as proactive notifications keep staff on top of orders and payments.

Copilot in Dynamics 365 Finance and Operations

Dynamics 365 Finance and Operations (F&O) manages your finances, operations, and supply chain in one place. Dynamics 365 uses Copilot’s insights for real-time predictions. Copilot integrates with Dynamics 365 Finance & Operations by learning from your data and workflows. It then provides real-time insights and automation.

Here are examples of what Copilot handles:

• Finance: Analyzes invoices for potential fraud, suggests optimal payment schedules, and generates draft budgets.
• Operations: Predicts inventory shortages, optimizes production schedules, and suggests supplier recommendations. For a deeper look at specific use cases, see how Copilot in Dynamics 365 Business Central improves operations by reducing manual entry and providing predictive stock management.

How Copilot Works in F&O

Copilot operates in three ways within Finance and Operations.

Sidecar Experience

• Copilot appears as a sidecar alongside the application interface.
• It offers a natural-language chat experience to help users interact with application features and data.
• For example, the generative help-and-guidance feature is accessible through this sidecar.

Embedded Intelligence

• Some Copilot features are built directly into the application.
• They add intelligent capabilities to specific pages and workflows.
• For example, in the Confirmed Purchase Orders with Changes workspace, AI capabilities help users understand and respond to changes in confirmed purchase orders.

External Agents

• Copilot can also be used outside the application to connect across different apps and tasks.
• Users can ask questions about finance and operations data directly.

Responsible AI

• Microsoft applies responsible AI practices with Copilot.
• Stringent data protection measures ensure user privacy. Content generation is overseen to maintain relevance and safety.

Key Benefits

• Copilot significantly increases productivity for collections managers when used alongside Dynamics 365 Finance.
• It provides AI-powered assistance for tasks like accessing credit and payment histories.
• In Dynamics 365 Finance, Copilot helps collections managers prioritize and personalize customer communications.
• Users can ask pointed questions to refine and approve changes, enabling them to quickly adapt sourcing plans to meet customer and partner needs.

Copilot in Microsoft Supply Chain Center and Dynamics 365 Supply Chain Management

Copilot analyzes historical data, identifies trends, and proactively suggests solutions, helping your team manage inventory, orders, and logistics. Dynamics 365 supply chain uses those insights for predictive capabilities, giving you real-time alerts for potential stockouts or delays so you can make informed decisions and adjust quickly.

Inventory management becomes more precise. Copilot analyzes data to recommend ideal stock levels and transfer orders, uses machine learning on historical data to improve demand forecasting accuracy by up to 18%, and generates optimized production schedules that improve line efficiency by approximately 20%. When materials are limited, it identifies alternative suppliers or substitutes to avoid shortages and monitors shipment events to proactively alert your team to late deliveries, quality issues, and exceptions.

For key workflows such as new product introductions, plant maintenance, and master data management, Copilot provides guided, step-by-step assistance so teams can move through complex processes with confidence.

The results add up quickly: a six % reduction in inventory costs through more accurate seasonal demand planning, improved plant efficiency from optimized schedules, fewer stockouts through smart material substitutions, faster new product launches, and a 20% productivity boost for supply chain analysts through automated insights and alerts.

With Copilot, supply chain professionals spend less time on routine data tasks and more time on high-impact work. Better forecasting and optimization translate directly into lower costs and stronger service delivery.

Ready to Let Copilot Transform the Way You Work?

Copilot does more than automate tasks. In a time-crunched environment, it handles the routine work, offers smart suggestions, and spots challenges before they become problems. That frees you up to focus on building relationships, delivering excellent service, and driving business growth.

Are you ready to get started? Talk to us to learn more about Copilot and make the most of Dynamics 365.