DYNAMICS CRM | 8 MIN READ
What Is Copilot in Microsoft Dynamics 365 CRM?
See how Copilot in Microsoft Dynamics 365 CRM automates Sales, Customer Service, and Customer Insights with AI to boost productivity.
TABLE OF CONTENTS
Copilot in Dynamics 365 CRM is Microsoft’s embedded artificial intelligence (AI) assistant for apps like Dynamics 365 Sales, Customer Service, and Customer Insights. It uses large language models (LLMs) to summarize records, draft emails, surface insights, and automate everyday CRM tasks so your teams can work faster and focus more on customers.
In Dynamics 365 CRM, Copilot shows up in two primary ways:
- In-app AI chatbot that lives inside your CRM and lets users ask questions in natural language, analyze CRM data, and generate content (like emails or summaries) directly from recorded details.
- Configurable AI experiences and agents that help automate sales, service, and marketing workflows—such as creating follow-up tasks, building segments and journeys, or suggesting the next best actions based on your CRM data.
How Does Copilot Work in Dynamics CRM?
Dynamics 365 Copilot is the AI assistant available in solutions like Dynamics 365 Sales, Customer Insights, and Customer Service. Copilot is natively embedded in Dynamics 365 CRM applications, allowing users to converse with Copilot via a chatbot to get timely insights or build out sales, marketing, and service agents to automate workflows.
Copilot is a low-code/no-code resource, which means users of all skill levels can benefit from it. This accessibility stems from two key components of Copilot’s architecture: natural language processing (NLP) and machine learning.
Natural Language Processing
- Helps Copilot converse naturally with users
- Eliminates the need for Copilot users to have coding experience
- Allows Copilot to understand verbal and written queries in plain language
Machine Learning
- Helps Copilot adapt performance based on historical data & user behavior
- Assists Copilot in recognizing data patterns and making relevant insights
- Empowers Copilot to understand and communicate data-driven context
Copilot for Dynamics 365 includes general features for Sales, Customer Insights, and Customer Service. However, Microsoft also offers enhanced Copilot modules, explicitly built for Sales and Service, that dive deeper into those areas.
| Copilot in Dynamics 365 | Microsoft Copilot for Sales | Microsoft Copilot for Service |
|---|---|---|
| Summarize records (Sales) and cases (Customer Service) | Generate summaries for each lead, opportunity, and account | Summarize email threads and draft responses for quick service |
| Compose emails | Suggest talking points for common questions during the sales process | Track case progress and log next steps with meeting recaps (Teams integration required) |
| Manage meeting prep | Automate email follow-up with personalized responses based on existing data | View up-to-the-minute case progress with AI-generated summaries |
Note that Copilot for Microsoft 365, which is designed for Microsoft’s productivity suite, is included in Copilot for Service and Copilot for Sales. Although Dynamics 365 Copilot does not integrate directly with either of these other platforms, integrating Dynamics 365 and Microsoft 365 applications can help Copilot synchronize data.
For instance, if users connect Outlook and Dynamics 365 Sales, Microsoft 365 Copilot can read Sales data to enhance email summaries. Or, by integrating Dynamics 365 Customer Service with Teams, users can access AI-generated meeting recaps that highlight the discussion and action items.
Although Dynamics 365 Copilot does not have the same integrative power as Microsoft 365 Copilot, they are two sides of the same AI coin that Microsoft continues to develop.
Key Features
The exact features offered by Copilot will vary depending on which software is being used and what it’s integrated with, as well as whether the feature is in public preview or has been widely released. Dynamics 365 Copilot’s features can be grouped into three main areas.
Copilot for Dynamics 365
Copilot for Dynamics 365 operates across several CRM and ERP modules within the Dynamics 365 suite to summarize data, suggest next steps, and help teams work faster.
Sales Capabilities
- Summarize opportunity, lead, and account records and embed key details in records
- Monitor and summarize recent changes across important fields
- Prepare meeting agendas and email drafts using related record and timeline data
- Surface related files and news from SharePoint and connected sources
Customer Insights Capabilities
- Suggest and build customer segments and journeys from a single prompt
- Generate and refine personalized email and journey content
- Recommend visuals and content tweaks to improve engagement
Customer Service Capabilities
- Summarize case notes and customer conversations for quick ramp-up
- Pull answers from knowledge articles and trusted web sources
- Help build virtual agents in Copilot Studio to handle common questions
Copilot for Sales
Sales in Microsoft 365 Copilot is an AI assistant that enhances integrations between Microsoft’s productivity tools and the Sales module. Its key features require integrations with Outlook and Teams.
General Capabilities
- Customize CRM fields that appear in Outlook and Teams
- Access collaborative Teams spaces via the Sales app in Outlook or directly within Dynamics 365 Sales
Outlook Capabilities
- Create and update CRM records
- Summarize BANT data from email threads
- Generate email drafts based on opportunity, product, and service data
Teams Capabilities
- Generate meeting summaries that highlight keywords, top considerations, and mentioned competitors
- Create collaborative spaces to share CRM data and files related to specific opportunities
Copilot for Customer Service
Service in Microsoft 365 Copilot is an AI assistant that enhances integrations between Microsoft’s productivity tools and the Customer Service module.
General Capabilities
- Embed and summarize CRM data (including contact, case, and activity data) directly in Outlook and Teams
- Integrate with non-Microsoft CRMs, such as Salesforce, to answer questions, generate case summaries and resolutions, and draft emails
Outlook Capabilities
- Draft emails based on response templates or unique prompts, and refine as needed
- Create summaries of email conversations to highlight customer needs and case progress
Teams Capabilities
- Update and manage CRM record details within Teams
Benefits of Using Copilot in Dynamics CRM
The top benefits of Copilot for Dynamics 365 CRM include time savings and advanced business insights delivered seamlessly within the CRM. The most frequently cited benefits of Copilot for Dynamics 365 CRM include:
- 1
Streamlined Workflows – Automate repetitive operational tasks to free up time for higher-value work
- 2
Data Accuracy – Mitigate errors with automatic data entry and anomaly detection
- 3
AI-Powered Insights – Detect trends, forecast growth, and surface recommendations from existing CRM data
- 4
Conversational Assistance – Get virtual assistance to answer questions, locate CRM data, and draft marketing-ready content in seconds
- 5
Time Savings – Trim down the hours spent on manual responsibilities and save time across business operations
- 6
Ease of Use – Keep AI accessible to all users with Copilot’s no-code capabilities
- 7
Embedded Automations – Enjoy all the benefits of AI for Dynamics 365 CRM without installing and maintaining a separate tool outside of the software
- 8
Microsoft Integrations – Connect Dynamics 365 CRM and Copilot to other Microsoft solutions for additional features and capabilities
How To Enable Copilot in Dynamics CRM?
Although Copilot is widely available for Dynamics 365 CRM users, accessibility can vary by region, internal data loss prevention policies, and some out-of-the-box software settings. Ensure you fulfill these prerequisites before attempting to enable Copilot.
Some Copilot features are automatically available to Dynamics 365 CRM users. However, Administrators may need to adjust Copilot permissions for users in each Dynamics 365 CRM application by visiting specific pages.
Sales Copilot Enablement
To enable and manage Copilot for Sales, visit Sales Hub > Change Area > App Settings > General Settings > Copilot.
Customer Insights Enablement
To enable and manage Copilot for Customer Insights, visit the Power Platform Admin Center. Note that users on older versions of Customer Insights may instead be able to stay in the software and manage Copilot via Settings > Feature Switches > Copilot.
Customer Service Enablement
To enable and manage Copilot for Customer Service, navigate to Customer Service Admin Center > Agent Experience > Productivity > Copilot for Questions and Emails. Note that enabling Copilot for Customer Service requires Agent Experience Profiles and cross-region data movement consent in the Power Platform Admin Center.
Is Dynamics CRM Copilot for you?
Copilot is an accessible tool for any Microsoft Dynamics 365 CRM user who wants to do more in less time, but is it the best fit for every business?
If any of the following statements describe you, your team, or your company, then Dynamics 365 Copilot could be a good fit for you:
- Businesses that already use Dynamics 365 CRM and want to amplify their sales, marketing, and service capabilities with AI
- Customer-focused teams that spend too much time on repetitive tasks like data entry, content creation, and account history review
- Sales and service teams that need instant access to the most up-to-the-minute opportunity and account data
- Small and mid-sized companies with limited IT assistance for building out workflows
- Team members who are curious about using AI but prefer simple, built-in tools over external add-ons or complex integrations
- Managers who want consistent, accurate customer data flowing between departments without increasing manual effort
- Organizations eager to explore automation and AI without purchasing or learning another standalone platform
- Microsoft shops that want to automate their tech stack to enable business growth
- Companies interested in AI capabilities but concerned about data security
Get Started with Dynamics CRM
Copilot is available for Dynamics 365 CRM users. If you’d like to learn more about what Copilot can offer current Sales, Customer Insights, and Customer Service users—or if you’re interested in exploring Dynamics 365 as a potential CRM—you’ll need a reliable Microsoft partner to help you out.
Cargas is an experienced solutions partner for CRM and ERP software from Acumatica, Microsoft, Sage, HubSpot, and Salesforce. With over 35 years of experience in the business technology space, we are committed to ensuring your software works seamlessly with and evolves alongside you. Contact us today to discover how Microsoft Copilot helps businesses thrive and scale.
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