Work Smarter with Dynamics 365 Copilot

25.06.24

As the world of technology grows forever more advanced, businesses need to keep up with the latest technologies to succeed in a competitive, challenging environment.

Microsoft Copilot is an ‘AI companion’ that helps employees work smarter across all Microsoft platforms, including Dynamics 365 and Business Central.

Microsoft Dynamics 365 Copilot harnesses innovative AI for D365 apps, to expedite idea generation and content creation, streamline tedious tasks, and provide valuable insights and optimal strategies - all through simple descriptions of requirements.

We look at how Copilot can assist you across several Dynamics 365 applications, as well as in Business Central.

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How does Microsoft Copilot support Dynamics 365 Sales?

Sales teams often struggle to enhance seller experiences, but AI offers a solution by boosting productivity and efficiency through automated processes and deeper customer insights.

Microsoft Sales Copilot - integrated with Dynamics 365 Sales and compatible with other CRM systems like Salesforce - transforms seller workflows by leveraging AI-powered insights within Microsoft Outlook and Teams.

New Copilot features streamline tasks, saving time and increasing productivity, allowing sellers to focus on connecting with customers and closing deals.

Copilot’s conversation intelligence offers automated summaries of key topics and action items discussed during meetings, improving organisation and follow-up efficiency.

Dynamics 365 Copilot for Sales generates content suggestions for email replies based on customer emails, enriched with relevant data from Microsoft Graph and the CRM system. Sellers can customise these emails and provide feedback to refine future responses.

Understanding Microsoft Dynamics 365 CRM

Copilot transforms Microsoft Dynamics 365 Customer Service

Customer service agents play a vital role in gaining customer loyalty, but the pressure to resolve numerous cases quickly can lead to burnout and decreased satisfaction.

To address these challenges, Microsoft introduced Copilot in Dynamics 365 Customer Service, featuring next-gen AI capabilities to expedite issue resolution and boost satisfaction scores.

Copilot provides AI-powered assistance, aiding agents in finding resources, handling cases efficiently, and automating tasks.

Agents can create draft email or chat responses with a single click, leveraging Dynamics 365 Copilot's contextual understanding and access to relevant information from trusted sources. This tool streamlines response creation, saving time and enhancing productivity.

Power Virtual Agents – or ‘chatbots’ - enhanced with generative AI, empower self-service with intelligent conversational bots. With investments in the Microsoft Digital Contact Centre Platform and Nuance Mix AI capabilities, Dynamics 365 Customer Service delivers transformative experiences for agents and customers alike.

Copilot enhances Microsoft Dynamics 365 Customer Insights

To meet customer expectations, marketers must deliver tailored experiences across physical and digital platforms. Next-generation AI empowers marketers to target specific audience segments in line with market trends and customer demands.

Copilot in Dynamics 365 Customer Insights streamlines data insights, enabling marketing teams to engage directly with customer data.

By asking questions in natural language, marketers can swiftly explore customer segment sizes and preferences without relying on SQL expertise or waiting for data analysts.

Market segmentation, a vital step in personalising campaigns, is simplified with query assist. By describing target audience characteristics, marketers can swiftly create or enhance segments without delving into complex data structures, saving valuable time.

Content Ideas, another Copilot feature in Dynamics 365 Customer Insights, speeds up the creation of compelling and relevant marketing content. By prompting Copilot with key points, marketers receive text suggestions generated by Azure OpenAI Service, saving hours of brainstorming, and editing while ensuring content remains fresh and engaging.

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Streamlining Supply Chain Management with Copilot

Businesses often find their current supply chain technologies inadequate amid ongoing disruptions and shortages. AI-enabled supply chain management can offer crucial visibility and insights to pre-emptively address these issues.

Copilot enhances the Supply Chain Centre in Dynamics 365 by providing AI-enabled visibility and insights to address disruptions, and predict and respond to supplier, weather, and geopolitical issues.

Copilot provides predictive insights into orders affected by these issues for real-time problem-solving. This enables supply chain managers to efficiently adjust ETAs, re-route orders, and fulfil high-priority customer orders through alternate distribution centres – reducing the severity of disruptions before they occur.

Progressive Technology for Dynamics 365 Finance

As of May 2024, Microsoft Copilot for Finance is in its preview stage; but what will it be offering its users? Using AI-assisted financial insights and processes, Copilot aims to accelerate financial impact and optimise efficiency to reduce costs.

Data

With the help of automated data reconciliation, Copilot will review transactions across the system, highlighting anomalies, unmatched data and possible risks. The commands used to generate this data can then be saved as a customisable template and scaled across various parts of the business. Harnessing the power of data, Copilot can also produce reports and presentation-ready charts and visuals that can easily be shared across Microsoft platforms such as Outlook and Teams, accelerating the decision-making process.

Costs

Copilot for Finance can significantly reduce spending and save valuable time by transforming manual tasks into streamlined, efficient experiences. It provides a complete summary of customer balance history through guided prompts and recommendations and generates initial drafts for customer communications, complete with relevant attachments. Prompts and ‘next-best’ actions enable quicker progression through processes, further enhancing efficiency.

Productivity

Microsoft Copilot Finance enhances productivity by integrating seamlessly with tools like Excel, Outlook, and Teams, allowing users to work without switching between applications. It connects to existing financial data sources, ensuring users can access necessary data directly within their workflow. Additionally, Copilot for Finance automatically inherits the security, compliance, and privacy policies established in Microsoft 365, providing a secure and efficient working environment.

Microsoft Dynamics 365 Finance

Copilot for Microsoft Business Central

Copilot in Business Central makes ERP processes more efficient and intuitive, takes care of repetitive tasks, helps enhance creativity and improves the way work gets done.

Key features of Business Central Copilot include:

Intelligent suggestions for invoicing
Automatic generation of financial reports
Enhancing bank reconciliation by automatically matching transactions
AI-powered cash flow analysis
Assistance in managing customer orders
Help with generating marketing text
Streamlines order processing with natural language prompts
Quickly create workflows using Microsoft Power Automate flows
Transforming raw data into simple formats, helping make data-driven decisions.

Find out more about Dynamics 365 Business Central

Transform Your Business Operations with Microsoft Dynamics 365 Copilot

Microsoft is constantly improving Dynamics 365 applications with advanced AI capabilities to assist organisations in achieving business objectives by enhancing operational efficiency and delivering outstanding customer experiences.

As a trusted Microsoft Partner, Syscom can help you navigate the latest capabilities including Copilot, ensuring an efficient, collated data hub, that will transform your business operations.

Further Information

Microsoft Dynamics 365

Microsoft Dynamics 365 is a range of cloud-based business applications that can help you simplify and streamline your business processes.

Microsoft Dynamics 365 Microsoft Dynamics 365

Copilot for Microsoft 365 For Business

Copilot for Microsoft 365 is a smart tool that uses artificial intelligence to boost your productivity.

An Introduction to Microsoft Copilot for Business An Introduction to Microsoft Copilot for Business

Dynamics Support

We offer professional MS Dynamics support, tailored to support the needs of your business.

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Need help with Dynamics?

Our 'Dynamics Medic' programme is designed to help businesses struggling to get their version of Dynamics AX, NAV or 365 working correctly.

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