What Are the Benefits of Using Microsoft Copilot in Dynamics CRM?

The integration of AI in business operations has been steadily gaining traction. According to the CompTIA IT Industry Outlook 2024 report, 17% of businesses are aggressively pursuing AI solutions to enhance their operations, while 30% are experimenting with AI tools to improve efficiency.

But do you know when this trend started? On 7 February 2023, Microsoft announced the world’s first AI tool for business, Microsoft Copilot. Don’t think of it as just a tool but consider it a new way of working. It aims to improve productivity, enhance customer experience, make informed decisions, and reduce errors.

Microsoft Copilot is a great companion for employees, as it provides a simple chat interface, easy-to-ask questions, navigates tasks, and personalises interactions. Using Copilot, sales professionals can focus more on selling because 65% of their time goes on administrative tasks and non-selling duties.

What is Microsoft Copilot in Dynamics CRM?

Microsoft Copilot is an AI assistant that is built into the Microsoft Dynamics 365 CRM, now Dynamics CE, ecosystem. It leverages cutting-edge AI technologies like Azure OpenAI Service, which enables businesses to streamline operations, simplify workflows, and create a more productive environment for employees.

Based on your requests, Copilot retrieves relevant data, performs tasks, and generates actionable insights. Whether you want to prepare for a sales meeting, summarise customer interactions, or draft an email, Copilot ensures users have the right information at the right time.

Features of Copilot in Dynamics CRM

Microsoft Copilot comes built in in all Dynamics CRM solutions. It provides features for each app that empower respective professionals in different fields.

Copilot in Dynamics 365 Sales

Copilot in Dynamics 365 Sales aims to empower sales professionals. It automates administrative tasks, provides real-time insights, and generates leads and opportunity summaries to improve customer interactions. Its key features include: 

• Record Summarisation: Instantly summarise account and lead data to get a snapshot of customer activity.
• Email Assistance: Automatically draft responses, follow-ups, and meeting summaries in Outlook.
• Meeting Preparation: Gain insights into upcoming meetings, including summaries of past interactions and CRM data.
• Real-time Tips: Get AI-suggested answers during Teams calls based on customer queries.

Copilot in Dynamics 365 Customer Service

For customer service agents, Copilot enhances efficiency and improves response quality, enabling agents to deliver exceptional care. Its features include:

• Case Summarisation: Summarise complex customer cases and conversations for quick understanding.
• Draft Responses: Generate contextual replies for emails and chat queries.
• Knowledge Base Interaction: Use natural language to retrieve answers from trusted sources.
• Conversation Analysis: Gain insights into customer sentiment and case history to tailor responses.
• Power Virtual Agents Integration: Quickly build AI-powered virtual agents with conversation boosters for faster issue resolution.

Copilot in Dynamics 365 Field Service

For service managers, dispatchers, and frontline workers, Copilot simplifies work order management with features like:

• Work Order Recap: Summarise work orders, including history, required parts, and next steps.
• Outlook Add-In: Create and schedule work orders directly within Outlook.
• Real-Time Updates: Access live updates on service schedules, worker availability, and task priorities.

Copilot in Dynamics 365 Customer Insights

Marketers can leverage Copilot in D365 Customer Insights to create highly personalised campaigns and target the right audience. 

• Natural Language Queries: Ask questions about customer data to uncover trends and insights. 
• Customer Segmentation: Get AI-suggested audience segments for more targeted campaigns. 
• Campaign Content Suggestions: Use AI to generate fresh email ideas based on past campaigns and key topics.

Copilot in Dynamics 365 Project Operations

Project managers can streamline planning and reporting by using Copilot in D365 Project Operations:

• Project Planning: Create detailed project plans in seconds using natural language descriptions. 
• Status Reports: Generate concise summaries of schedules, budgets, and progress metrics. 
• Risk Management: Identify and mitigate risks by analysing active projects for common issues.

Benefits of Using Copilot in Dynamics 365 Solutions

Copilot provides a wide range of features that ensure ease of business operation. Using these features, businesses can experience these benefits.

Enhanced Productivity

Copilot automates tasks like email drafting, meeting preparation, and record summarisation. It frees up valuable time for employees to focus on strategic activities. For example, real-time tips during Teams calls and AI-drafted responses ensure quicker, more accurate, and personalised communication with clients. 

Improved Customer Engagement

Copilot helps businesses to better understand and target their audience by providing features, such as customer segmentation, sentiment analysis, and campaign content suggestions. It also enables personalised interactions, driving customer satisfaction and loyalty through tailored campaigns and precise, contextual responses. 

Streamlined Service Operations

Summarising work orders, accessing real-time updates on schedules, and managing service priorities ensure seamless service delivery. Businesses can reduce downtime, enhance worker efficiency, and improve the overall customer experience with smarter, AI-powered service tools. 

Data-Driven Decision Making

Features like natural language queries, knowledge base interaction, and conversation analysis provide actionable insights from complex data. Businesses can uncover trends, address customer concerns more effectively, and make informed decisions faster. 

Optimised Project Management

Using Copilot for project planning, status reporting, and risk management helps businesses stay on track. Copilot simplifies project workflows, identifies potential issues early, and ensures that resources and budgets are efficiently allocated to achieve goals.

Adopt Copilot Easily with Dynamics Square

Dynamics Square is a leading Microsoft Gold Partner in Vancouver that helps companies to implement the Dynamics 365 solutions. We ensure the built-in Microsoft Copilot is personalised as per your requirements. This ensures the better utilisation and adoption of Microsoft Copilot across your team.

In addition to this, our expert of 135+ consultants ensures that you get adequate support for any unexpected error while using the solution.

Give us a call at 0207 193 2502 or draft an email info@dynamicssquare.co.uk to experience Copilot capabilities.