By Hyun-Jin Im on August 16, 2023

What Changes Can You Expect After Enabling Copilot for Dynamics 365?

Welcome to the world of Copilot for Dynamics 365, the first customer relationship management (CRM) and enterprise resource planning (ERP) Copilot that uses cutting-edge artificial intelligence (AI) to empower every line of business. By leveraging Microsoft Dynamics 365 Copilot, companies can streamline processes for optimal efficiency.

ProServeIT is proud to share our expertise as a trusted Microsoft Business Applications Solution partner with our customers. With real-time insights and intelligent guidance from Copilot for Dynamics 365, navigating the dynamic business landscape becomes seamless, enhancing precision, efficiency, and style. This transformative tool elevates operations to unprecedented heights, offering users a copilot-like experience.

In this blog, you will find: 

👁️ A Quick Overview of Microsoft Dynamics 365 and Copilot for Microsoft 365

🤔 What is Copilot for Dynamics 365?

💪 How Does Copilot Enhance Various Departments in the Dynamics 365 Ecosystem?

🚀 Start Your Copilot Journey with ProServeIT

A Quick Overview of Microsoft Dynamics 365 and Copilot for Microsoft 365

Think of Microsoft Dynamics 365 as your trusty sidekick in business operations. It's not just a tool; it's your trail-blazing partner in crime, handling CRM and ERP with unparalleled finesse. Now, let's add a sprinkle of AI brilliance, and you get Copilot for Microsoft 365. This smart sidekick tucks a layer of intelligence into the mix, optimizing processes with real-time insights and guidance. It's your suave navigator easing you through the ebb and flow of your business terrain. Let's explore these groundbreaking technologies and their potential to enhance your business!

What is Microsoft Dynamics 365? 

At its core, Dynamics 365 is an integrated collection of business applications combining customer relationship management (CRM) and enterprise resource planning (ERP) functionalities. The suite seamlessly integrates with other Microsoft products, such as Microsoft 365 and Power Platform, creating a unified ecosystem that fuels collaboration, data-driven decision-making, and accelerated digital transformation. 

Beyond its core functionalities, Dynamics 365 offers specialized solutions for various departments. Whether it's enhancing customer interactions in Customer Service, optimizing operations in Supply Chain Management, or driving targeted campaigns in Marketing, Dynamics 365 provides tools and insights to elevate each department's performance and outcomes.

You can find more detailed information in our previous blog: Benefits of Dynamics 365: Empowering Your Business in the Digital Age.

What is Copilot for Microsoft 365?

Copilot for Microsoft 365 and Copilot for Dynamics 365 are AI-powered tools designed to enhance productivity, but they serve different functions within the Microsoft ecosystem. Copilot for Microsoft 365 is an AI assistant that integrates with Microsoft 365 apps like Word, Excel, PowerPoint, Outlook, and Teams, aiming to boost productivity by assisting with tasks such as content creation, data analysis, and workflow automation. It leverages large language models and Microsoft Graph content to streamline complex work tasks across various applications.

What is Copilot for Dynamics 365?

Copilot for Dynamics 365 is tailored to business operations, providing AI assistance to amplify the efficiency of sales, support, supply chain management, finance, and marketing teams. It offers a chat interface for quick summaries of sales opportunities and leads, updates, meeting preparations, account-related news, and more, integrating seamlessly with Outlook and Teams for better data management.

The key difference between Copilot for Microsoft 365 and Copilot for Dynamics 365 lies in their application scope: Copilot for Microsoft 365 is a general productivity tool across multiple Microsoft 365 apps, while Copilot for Dynamics 365 focuses on business operational tasks, offering specialized support for business processes and customer relationship management. Both tools exemplify the integration of AI to transform how we work, each within its designated sphere of the Microsoft universe. Understanding these differences can help organizations choose the right Copilot to meet their specific needs and drive their digital transformation efforts forward.

Three Foundational Technologies in Dynamics 365 Copilot

Copilot for Dynamics 365 is built on three foundational technologies, Microsoft Dynamics 365, the Microsoft Graph, and a large language model, that work together to enhance sales teams' efficiency and productivity.

✅ Microsoft Dynamics 365 is the key tool sales professionals use daily and is at the heart of the Dynamics 365 Copilot system.

☑️ The Microsoft Graph, on the other hand, provides a unified programmability model and comprehensive access to data across Microsoft 365 (including Outlook, Word, Excel, PowerPoint, OneDrive, Teams, and SharePoint) and connected applications like Dynamics 365. This allows for intelligent insights and actions that assist in more effectively connecting with customers.

✅ A Large Language Model aids in understanding and generating human-like text based on the information provided.

Together, these technologies empower Copilot for Dynamics 365 to streamline processes, automate tasks, and deliver actionable insights, making it a comprehensive solution for sales teams looking to drive more value with less.


How Does Copilot Enhance Various Departments in the Dynamics 365 Ecosystem?

The Microsoft Copilot, combined with Dynamics 365 Customer Insights, empowers your sales force with predictive insights, turning data into valuable information. This powerful combination streamlines sales processes and enables personalized customer engagement. The Copilot for Dynamics 365 automates routine tasks using AI, freeing salespeople to focus on relationships and closing deals. Dynamics 365 Customer Insights provides a comprehensive view of customers, revealing their needs, preferences, and buying behaviour. This technology mix helps organizations anticipate customer needs, engage effectively, and drive sales performance. 

Let's explore how Copilot can enhance each department in the Microsoft Dynamics 365 ecosystem. 

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Copilot in Microsoft Dynamics 365 Viva Sales

Be more productive and keep the focus on connecting with customers. Use generative AI on combined CRM and Microsoft 365 data to deliver real-time insights and assist with content creation with Copilot in Viva Sales. 


Microsoft Viva Sales empowers you to focus on relationship building by automating tasks using AI-generated emails, meeting summaries, and data entry. It harnesses insights from Microsoft 365 apps and various CRMs, enhancing productivity. AI-powered analytics offer recommendations and reminders, effectively sustaining momentum.

Copilot in Microsoft Dynamics 365 Customer Service

Copilot is designed to provide constant support and assistance for customers powered by AI technology. Its goal is to resolve customer issues quickly and efficiently while automating various tasks to streamline the customer service process. This includes asking questions, drafting emails, drafting a chat response, summarizing cases, and summarizing conversations.


In addition, Copilot can provide real-time insights on customer service operations based on data from Dynamics 365 Customer Service. This helps organizations make informed and timely decisions to optimize their processes, allowing them to provide better customer service.

Copilot in Microsoft Dynamics 365 Customer Insights and Marketing

In Dynamics 365 Customer Insights, Copilot allows marketers to create personalized customer segments through natural language queries. Copilot can suggest additional features and handle complex calculations to match customers with a specific profile.

Copilot-Micorosoft-Dynamics-365-Customer-InsightIn Dynamics 365 Marketing, Copilot enables marketers to describe their customers in their own words to create target segments and inspires email campaigns based on key topics.


Copilot in Microsoft Dynamics 365 Business Central 

Copilot in Dynamics 365 Business Central simplifies creating product listings for online commerce. You can generate captivating product descriptions within seconds by leveraging attributes like colour, material, and size. Customize the reports further by selecting the right tone, format, and length. For Business Central customers utilizing Shopify, publishing products with these enhanced descriptions to their Shopify store is just a matter of a few clicks.


Start Your Copilot Journey with ProServeIT

Are you ready to embark on your journey to Copilot Readiness with ProServeIT? We're your trusted Microsoft Cloud Solutions Partner! Get ready to unlock the full potential of Microsoft Copilot. As your organization gears up for this transformative AI adventure, we've got your back in conquering the challenges, including safeguarding sensitive data, spotting misclassified data, fortifying data access, and steering clear of oversharing.

Discover the power of Copilot with ProServeIT today! 

AI Journey Assessment & Roadmap

Book a meeting with us now and embark on your Copilot for Dynamics 365 adventure with us! Our seasoned team of experts is here to provide unparalleled support and expertise every step of the way.


Published by Hyun-Jin Im August 16, 2023