Practical AI: User Tools in CE/CRM Copilot
If you’re using Dynamics 365 Customer Service or Sales, there’s a good chance you already have access to powerful AI tools and may not be using them to their full potential. In part 2 of her series on Practical AI, Kylie Kiser breaks down the difference between Copilot in and Copilot for Dynamics 365, explores what’s included in a premium license, and looks at some of the AI agents that are changing how teams work.
Key Takeaways
- Copilot “in” vs. Copilot “for”: Copilot in Customer Service or Sales is the AI engine embedded directly in the Dynamics 365 right pane, included with premium licenses. Copilot for Customer Service or Sales is a separate, additional license that extends AI capabilities into Outlook and can connect to other CRM systems like Salesforce.
- Copilot in Customer Service features: The embedded Copilot handles case summaries, draft reply emails, conversation analysis, timeline summarization, and even helps build knowledge base articles directly from case resolution details, all without leaving the app.
- Copilot in Sales features: Similar to Customer Service, the Sales pane offers email generation, opportunity insights, follow-up suggestions, conversational intelligence, and account and lead summaries to keep sellers moving efficiently.
- Smart Paste: Available in both Sales and Customer Service, Smart Paste lets users copy unstructured text, like an email containing an account name, phone number, and website — and intelligently maps the data to the correct fields on a form. Users review and accept the suggestions before anything is saved.
- AI Agents are expanding Copilot’s role: Rather than just recommending actions, agents like the Sales Research Agent can take action, gather company and contact information, summarize details, and help sellers prepare faster with less manual research. Users still review and approve, but the heavy lifting shifts to the agent.
- Licensing and storage considerations: Some agents are included in existing licenses, while others consume Copilot credits. Additionally, agents save transcripts and data to Dataverse, which can impact storage costs, making it important to review licensing details before full deployment.
