Find a more detailed explanation of Dynamics 365 Copilot by reading our product page.

What is Dynamics 365 Copilot?

Amidst the AI hype, Microsoft Copilot has garnered a lot of attention. However, what most people don’t realise is that Microsoft Copilot isn’t just one product, it’s a range of Copilots, each tailored to fulfil specific user requirements across various systems.

Among these offerings is Dynamics 365 Copilot, an AI assistant that sits on top of the Dynamics 365 platforms for Dynamics 365 sales, Dynamics 365 Customer service, Dynamics 365 Customer Insights, Dynamics 365 operations, Dynamics 365 Business Central, and Dynamics 365 Field Service. This AI-powered virtual assistant helps users streamline their work and improve their productivity. And as its name suggests, Copilot acts as a reliable partner, providing real-time assistance and suggestions to enhance the overall collaborative experience.

In this blog, we will uncover the benefits of Dynamics 365 in more detail, including how it can help your teams achieve more.

What are the Features of Dynamics 365 Copilot?

Dynamics 365 Copilot offers a range of powerful features that can transform the way we work.

  • Smart Assist. Dynamics 365 Copilot’s Smart Assist feature provides real-time suggestions and prompts based on user input. Whether it’s filling out forms, creating presentations, or analysing data, Dynamics 365 Copilot offers intelligent recommendations to speed up tasks and ensure accuracy. It also delivers tools to help write email responses to customers and create an email summary of a Teams meeting in Outlook, pulling in data from CRM and financial systems, as well as insights from the recorded Teams call.
  • Intelligent Data Analysis. Dynamics 365 Copilot’s Intelligent Data Analysis capabilities can extract valuable insights from complex data sets. AI algorithms identify patterns, trends, and correlations that we might overlook, enabling smarter decision-making and improved business outcomes. In addition, the query assist feature aids customer segmentation and automates content creation based on defined topics in existing materials, to keep communications fresh and up to date. This is particularly useful for Dynamics 365 for Customer Insights.
  • Automated Responses. Dynamics 365 Copilot AI automates responses to customer queries over email and chat, providing an interactive chat experience over knowledge bases and case history. Having Copilot also makes it easy to build AI-powered virtual agents with Power Virtual Agents.
  • Security and Privacy. While Dynamics 365 Copilot offers various benefits, it is essential to address security and privacy concerns. Fortunately, Microsoft has implemented robust security measures to protect user data and ensure confidentiality. Copilot adheres to strict data protection regulations and uses security tools such as encryption to safeguard sensitive information. Plus, Microsoft ensures that users have control over their data and can manage the information Dynamics 365 Copilot has access to.

What are the benefits of Dynamics 365 Copilot?

Employing machine learning algorithms means that Copilot can intelligently analyse vast amounts of data and provide relevant insights and suggestions. Plus, integration with other Microsoft applications, such as Teams and Outlook, gives users greater sight of contextual information across different channels, meaning your team is more equipped to make better decisions. And whether it’s generating automated email responses or helping with data analysis, Copilot’s AI capabilities enable it to assist users in various tasks and save time.

Additionally, users can leverage the power of AI to automate repetitive tasks, such as data entry, generate intelligent suggestions, and extract insights from data. By working in tandem with other Dynamics 365 modules, Copilot simplifies and accelerates work processes, allowing users to focus on more strategic projects that drive performance or tasks that they find more rewarding. Plus, it means that issues can be resolved swiftly, including customer queries, for minimised fall-out. This automation not only alleviates workload and stress but also enhances employee satisfaction and motivation levels.

Moreover, Copilot is designed to adapt to individual user preferences and work styles over time. By learning from user interactions and feedback, Copilot continuously refines its algorithms to better serve each user’s unique needs. This approach is also used to allow businesses to understand customers better. Increased access to historic data enables businesses to deliver more personalised experiences and consequently, provide better customer service.

What can Dynamics 365 Copilot do?

To understand the benefits even more, let’s take a look at how Copilot assists in the Dynamics 365 modules below.

Customer Service 

  • Summarise cases and conversations 
  • Draft contextual answers to queries 
  • Direct customers to knowledge base articles 
  • Generate knowledge base articles 
  • Offer instant chatbot responses 


  • Summarise deals 
  • Schedule follow-up actions 
  • Score and prioritise leads 
  • Do meeting preparation 
  • Stay up to date with changes 
  • Learn from prospect data  

Project Operations 

  • Get status reports 
  • Generate project plans 
  • Update schedules and plans 
  • Concisely summarise data 
  • Assess and identify risk 

Business Central

  • Streamline bank reconciliation 
  • Get late payment predictions 
  • Forecast inventory levels 
  • Analyse cash flow 
  • Generate product descriptions 

Field Service

  • Assist work order creation 
  • Suggest work order updates 
  • Reduce manual data entry 
  • Summarise work order information 
  • Optimise scheduling 

Customer Insights

  • Create customer segments 
  • Map and manage customer journey  
  • Personalise content  
  • Draft emails 
  • Refine messaging 
  • Get image recommendations 

How can I get Microsoft Copilot in Dynamics 365?

With its intelligent features and integration with other Dynamic 365 platforms, Copilot is poised to redefine how we work and collaborate. Yet, to leverage the power of Dynamics 365 Copilot, there’s a few things you need: the Dynamics 365 platform plus, a Dynamics 365 licence to include access to Dynamics 365 Copilot. As a Microsoft Partner with 5 accreditations, you can count on us for high quality assistance and advice, delivered by trained Microsoft experts. We’ll make sure you get the most out of your Dynamics 365 platform and make the transition to Dynamics 365 Copilot seamless.

Get in touch with our team of Microsoft experts or take a look at our Dynamics 365 page for more information.

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