User Review
( votes)Imagine this—you’re juggling multiple tasks, a client is waiting for an urgent information update, and you find yourself digging through endless files across different systems.
Frustrating, right? You’re not alone.
Studies reveal that 70% of employees waste valuable time searching for information, leading to productivity losses and slower response times.
In fact, a Gartner report estimates that poor knowledge management costs businesses a staggering $1.5 million annually.
The good news?
Microsoft Copilot Agents, seamlessly integrated with Dynamics 365 and SharePoint, eliminate these inefficiencies by providing instant, context-aware answers right when you need them.
As Steve Jobs once said, “Technology is nothing. What’s important is that you have faith in people, that they’re basically good and smart, and if you give them tools, they’ll do wonderful things with them.”
That’s exactly what Copilot Agents do—they empower users with AI-driven knowledge discovery, ensuring you spend less time searching and more time making smart decisions.
Let’s explore how Copilot Agents transform knowledge management—from intelligently retrieving CRM and SharePoint articles to leveraging Generative AI for instant responses and even creating case records when no relevant information exists.
Lost in the Maze of Information? Copilot Agents to the Rescue!
Meet Sarah, a customer support rep, who is handling an urgent inquiry from a long-time client. The customer needs troubleshooting steps for a product issue, but the answer isn’t readily available. Sarah scrambles through Dynamics 365 CRM, scours SharePoint libraries, and even checks internal emails—yet, the right document remains elusive. Time is ticking, the client is getting impatient, and Sarah is stuck in the information maze.
Now, imagine if Sarah had a Copilot Agent—an AI-powered assistant that could instantly fetch the right answer.
Instead of manually searching, Sarah simply asks Copilot:
“How do I configure the software settings for Product X?”
Within seconds, Copilot scans the CRM knowledge base and presents a relevant configuration guide. No need for endless scrolling, keyword guessing, or switching tabs—the answer is right there.
But what if the information isn’t in CRM?
Copilot automatically extends the search to SharePoint.
Let’s say Sarah’s colleague, Jake from Sales, needs the contract terms document but can’t find it in CRM. Instead of hunting through folders, he simply asks Copilot:
“Show me the contract terms for Product Y”
Copilot Agent quickly conducts a comprehensive search in SharePoint to retrieve the file when it is not found in Dynamics 365 CRM, ensuring Jake has the latest details at his fingertips. No more outdated files or frantic calls to the finance team!
But what happens when no documentation exists?
This is where Generative AI steps in.
For example, a customer asks:
“Is there a step-by-step guide for integrating Product Y with Platform X?”
There’s no pre-written article for this, but Copilot Agent analyzes related data and provides an AI-generated response, summarizing known integration capabilities. This means fewer escalations, quicker resolutions, and a more empowered workforce.
Still no answer?
Copilot doesn’t stop there. It automatically creates a case in Dynamics 365 CRM for follow-up.
Let’s say a customer raises a brand-new product issue. Instead of losing track of it, Copilot logs the case, assigns it to the right team, and ensures follow-up, so no query goes unanswered.
This is how Copilot Agent became Sarah’s ultimate rescue, transforming a frustrating, time-consuming search into an effortless, AI-powered experience. No more digging through scattered files or scrambling for answers—just instant, accurate information at her fingertips. Now, she can focus on what truly matters: delivering exceptional customer service with confidence.
The Copilot Agent Advantage: Why It Matters
- Faster Query Resolution – Eliminates manual searches, fetching answers instantly.
- AI-Powered Insights – Uses Generative AI to provide intelligent, context-aware responses.
- Improved Case Management – Creates cases for unresolved queries, ensuring no request is lost.
- Seamless Integration – Works across Dynamics 365, SharePoint, and beyond for a unified knowledge experience.
No more wasted time. No more frustration. Just the right answers, at the right time—because information should empower, not hinder.
Ready to experience the future of effortless knowledge discovery? Copilot Agents are here to help!
If Sarah’s story resonates with you and you’re eager to see how Copilot can transform knowledge retrieval for your team, join Team Inogic Professional Services in an upcoming webinar to explore its capabilities firsthand.
How to use Copilot Agents in CRM, SharePoint & more!
???? Date: 26th February, 2025
Time: 4 PM AEDT | 11 AM CET | 11 AM EDT
Don’t miss the chance to revolutionize the way your business accesses information! ????
You will witness the Copilot Agent retrieving knowledge Articles in Dynamics CRM involving SharePoint data, live
Key Highlights of the Webinar would be:
- Boost productivity in Dynamics 365 with AI-powered search across CRM and SharePoint
- Say goodbye to inefficiencies with Copilot’s intelligent, multi-layered approach.
- Explore real-world use cases of automated responses & case creation.
- Leverage predictive analytics for better decision-making & engagement.
Can’t make it to the live session? No worries—we’ve got you covered with the recording!
So, why wait? register now!
For any questions or details, feel free to reach out at crm@inogic.com.
Meanwhile, dive into the world of Inogic Professional Services and explore our offerings on the website!
Let’s dive into innovation—see you at the webinar!
The post The Power of AI in Knowledge Retrieval: Copilot Agents’ Role in CRM & SharePoint appeared first on CRM Software Blog | Dynamics 365.
