Copilot: Your everyday AI helper in Dynamics 365 and Microsoft 365

Spend less time on admin, and more time with customers

What is Copilot?

Think of Copilot as your personal assistant inside Dynamics 365 and Microsoft 365. It helps with the things that usually eat up your day — writing emails, summarising meetings, creating work orders, pulling insights from data — so you can focus on the work that really matters. Copilot is Microsoft’s built-in AI assistant that works across Dynamics 365 Sales, Customer Service, Field Service, and your everyday tools like Outlook, Teams, Excel, and Word.

Key Uses of Copilot

Copilot in Dynamics 365 Sales

Your sales process, streamlined.
Copilot in Sales helps you focus on selling—not admin—by surfacing insights, automating tasks, and keeping your CRM up to date.

• Summarise emails and meetings so you’re always up to speed.
• Draft follow-ups and proposals that sound natural and are tailored to the customer.
• View account, contact, and opportunity insights directly in Outlook and Teams.
• Track interactions and update CRM records with a click.
• Share CRM data in chats and emails using adaptive cards.
• Get AI-powered recommendations for next steps and deal prioritisation.

Copilot in Field Service

Your field team, empowered.
Copilot in Field Service helps technicians, dispatchers, and managers deliver better service with less friction..

• Summarise work orders and service history so techs know what to expect.
• Let technicians update bookings and log parts using voice or text.
• Recommend technician assignments based on skills, location, and availability.
• Create work orders directly from emails—Copilot fills in the details.
• Answer questions like “Who’s booked for job 123?” using natural language.
• Provide real-time KPIs and workload balancing suggestions for managers.

Copilot in Outlook

Your inbox, upgraded.
Copilot in Outlook helps you manage emails faster and smarter—without losing the human touch.

• Summarise long email threads so you don’t have to scroll endlessly.
• Draft replies that sound natural and are tailored to the conversation.
• Create leads and contacts directly from emails—no need to switch to CRM.
• Track emails and appointments automatically in Dynamics 365.
• View CRM insights like customer history, open opportunities, and recent interactions—all while reading or replying to emails

Copilot in Teams

Smarter chats, better meetings.
Copilot in Teams helps you stay on top of conversations and meetings, even when things get busy.

• Summarise meetings with action items, decisions made, and who said what.
• Generate opportunity summaries using CRM data—right inside your chat.
• Embed CRM records into chats using adaptive cards, so your team sees the full picture.
• Answer questions like “What’s the latest with Contoso?” using Business Chat, which pulls info from emails, meetings, and CRM.
• Create tasks and follow-ups during meetings that sync with your CRM.