In early February 2024, Microsoft released Copilot for D365 Sales and Service as a general availability product to the public. With that great news, many clients continued to ask: “What are the benefits of using Copilot in our everyday work?” With the ever-changing business landscape, and the ongoing need to quickly close a deal or deliver a resolution to a case, Microsoft Copilot for D365 Sales & Service provides end users with the robust capabilities to deliver on these requirements.
The time it takes to go from qualifying a lead to fulfilling an order/invoice is decreasing as customer expectations and satisfaction are increasing. Bottom line, the QUICKER a Lead is converted into a sale, the better it is for business. The included features that come with Microsoft Copilot for D365 Sales & Service make life much easier without adding additional work. As the old adage goes, work smarter and not harder! With Microsoft Copilot utilizing robust AI technology, this becomes a reality. Here are some of the top features I have come across that will benefit users utilizing Microsoft Copilot within a D365 Sales or Customer Service environment.
Benefits for All:
Reduction of overall time spent on everyday tasks
While attending a local 2024 Power Platform and D365 CRM Users Group event, I came across some interesting Microsoft analytics that showed how Copilot is transforming work. Out of multiple surveyed companies using Copilot for Sales & Service, 75% of users reported spending less time searching for information, 71% saved time on mundane tasks, users reported a 3.5x increase catching up on missed meetings resulting in around 1.2 hours saved on average per week. Along with that, revenue saw a 3x increase and ROI was achieved after 14 months on average. Pretty remarkable numbers of time saved and revenue gained!
Streamlined communication within Outlook
Microsoft Sales Copilot with AI assistance can quickly automate email drafts based on previous email communications. These automated drafts can be formatted with AI suggested content which saves sales users time and effort drafting a perfect response back to the customer. This helps speed up communication without adding additional work. Suggested email replies can also be formatted to sound different depending on your relationship with the customer. The tone can be chosen to sound more friendly when dealing with a legacy account, or more business sounding when communicating with a new customer.
Summarization of Information in multiple platforms
Microsoft Sales Copilot can quickly take the automated communications within Outlook or Teams and save them into your CRM environment. This allows for seamless streamlining of data no matter where work is being done. I have talked to numerous customers who prefer working directly inside Outlook and Teams and never even open the Dynamics CRM application. All the work that can be done in Dynamics CRM is available within other applications.
Easy content generation
Quickly put together meetings and demonstrations in Word, Excel, and PowerPoint with Copilot assistance. Add images and key points for a presentation that reduces end user time to complete without sacrificing the quality of work.
Benefits for Customer Service Users:
Customer service knowledge accessed in one place
Within Copilot for Service, the ability to combine multiple processes and environments into one streamlined process makes a customer service reps’ life much easier. Instead of having to access one system for customer records, one for case history, one for knowledge-based articles. Copilot for Service unlocks an organizations’ trusted knowledge to accelerate onboarding and case resolution. According to Gartner, “43 percent of (customer service) reps reported they were overwhelmed by the number of systems and tools needed to complete work.”
Knowledge content and Copilot
Customer Service reps can spend a lot of time searching within multiple knowledge-based articles for case resolutions. With Copilot for Service, AI has enhanced the capabilities within knowledge-based articles by assisting in finding key items aligning to a customer inquiry inside of a case. AI searches on title, content, and article text and provides suggestions using keywords for more accurate and efficient case resolution.
Expedite the resolution of customer issues
AI capabilities within Customer Service consist of automatically summarizing support cases, summarizing conversations, and drafting conversation replies/drafting email replies with just one click using predictive response prompts. Copilot also builds relevant and contextual case summaries that are relevant to each customer’s needs.
Benefits for Developers:
Robust Copilot availability in developer tools
Once Copilot is enabled, enjoy the robust features within developer tools such as Power Apps and Power Automate. Simply type a description of what task you need the workflow to perform, and Copilot can create workflows based on that description. Users can also ask questions to enhance already built workflows using natural language.
No code necessary!
One of the most beneficial parts of the Microsoft Copilot for Sales & Service is the ability to simply point Copilot to your company’s Dataverse environment and it starts to automatically learn your data. You will then be able to tap into AI generated conversations across all data and all integrated Microsoft 365 toolsets. That being said, one of the best things with Copilot is the introduction of Copilot Studio which assists end users in building a more customized Copilot approach for a more focused solution for unique use cases like virtual chat bots, custom response plugins, etc.
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