How Copilot Agents in Dynamics 365 CRM & SharePoint Redefine Automation!

Have you ever wished for a smart assistant to lighten your workload and simplify those never-ending tasks?

Here is your ally – Microsoft 365 Co-Pilot, the AI-powered assistant designed to transform the way you work.

Whether it’s hunting down critical information or providing on-the-go insights, Co-Pilot is here to make your life easier, faster, and more productive.

Microsoft’s analysis revealed a 9.4% boost in revenue per seller and a 20% increase in close rates among frequent Copilot users.

In our latest webinar, we delved into how this new tool revolutionizes CRM operations and brings dynamic knowledge retrieval right to your fingertips.

But What is Microsoft 365 Co-Pilot?

Microsoft 365 Co-Pilot acts as a smart chat assistant that integrates seamlessly with tools like Dynamics 365 CRM. It allows you to ask questions in plain, simple language and receive quick, accurate answers. No technical jargon or long learning curves—just straightforward efficiency.

Why is it a Game-Changer for CRM?

One of the biggest headaches for businesses is finding the right information in mountains of data. Co-Pilot eliminates this hassle by instantly retrieving the most relevant content, whether it’s a knowledge article, troubleshooting guide, or more.

Gone are the days of endless, time-consuming searches!

How Does It Help Your Business?

Microsoft 365 Co-Pilot has several game-changing benefits:

• Faster Problem-Solving: No more manual searches or keyword-guessing games. Co-Pilot speeds up query resolutions, letting you focus on more valuable work.
• Boosted Productivity: By reducing time spent on finding information, Co-Pilot helps employees work smarter and achieve more.
• Enhanced Customer Service: With instant, accurate responses, you can address customer needs effectively, improving satisfaction and engagement.
• Streamlined Workflows: Offering real-time insights and recommendations, Co-Pilot simplifies complex processes and automates repetitive tasks.

Now, let’s see Co-Pilot in action!

Imagine you’re a support representative for a company selling smart lighting products. A customer contacts you because their smart light won’t connect to Wi-Fi.

In the traditional workflow, you would manually search the CRM for a solution, try different keywords, or ask colleagues, potentially delaying a resolution. If CRM records don’t help, you’d then dig through SharePoint or escalate the issue to a senior technician.

Now, with Co-Pilot, the process is seamless.

Co-Pilot + Dataverse Knowledge Base:

When you integrate Dataverse tables as your knowledge source, you’re basically allowing your system to use the data stored in these tables to provide accurate and relevant responses.

To make this work effectively, you need to add synonyms and glossary definitions for the tables and columns. This means giving alternative names or explanations for the data fields so that your system understands different ways users might refer to them.

For example, if you have a column called “Customer ID,” you could add synonyms like “Client Number” or “Account Code” to ensure your agent recognizes different ways people might ask for the same information. This helps in improving search accuracy and makes responses more meaningful.

Now, you simply type the query into the assistant, and Co-Pilot instantly retrieves relevant CRM articles or troubleshooting guides.

Co-Pilot not only provides a summarized answer but also highlights the source of the information below the response. For example, if the answer is derived from a specific document or page, it will display a reference like “KnowledgeArticle” to indicate where the information was found. This helps users verify the source and ensures transparency in the response.

         

Co-Pilot + SharePoint:

SharePoint can be used as a knowledge source to generate answers by linking it with a specific SharePoint URL. If a user asks a question and the system/CRM/Dataverse doesn’t have a predefined answer, it will search the linked SharePoint site and its subpages to find relevant information. For example, if the main site is example.sharepoint.com/sites, it will also search subpages like example.sharepoint.com/sites/policies. The system then summarizes the content into a concise response. It works with modern SharePoint pages and supports documents like Word (DOC/DOCX), PowerPoint (PPT/PPTX), and PDFs.

       

The user can follow the SharePoint link in the source section to access the SharePoint knowledge base as shown below:

Still not resolved? It prompts you to create a support case for escalation—all in a few clicks! Once you click “Yes,” a support case will be created automatically, and the case number will be displayed in a prompt.

User can find case details within Dynamics 365 CRM as shown below:

This layered approach ensures faster, more accurate, and consistent responses, improving efficiency for both employees and customers.

What’s Next?

During the webinar, we explored a hands-on demo of Co-Pilot’s layered knowledge retrieval process. From CRM to SharePoint to generative AI, Co-Pilot showcased how it can simplify real-world tasks and tackle everyday challenges with ease.

Did you miss the webinar? No worries—you’re just one click away from catching all the insights!

Watch it now and get up to speed!

To wrap up,

Microsoft 365 Co-Pilot is more than just a tool—it’s a game-changer for businesses striving for smarter operations and better decision-making. By reducing manual effort and offering intelligent support, Co-Pilot helps create a more connected, productive, and customer-friendly workplace.

Excited to see Co-Pilot in action? Don’t miss out on its transformative potential. Explore how it can elevate your business today! ????

Inogic at Your Service!

Unlock the next level of productivity with Microsoft 365 Co-Pilot! From streamlining CRM operations to enhancing productivity, this AI-powered assistant is revolutionizing the way businesses operate.

At Inogic Professional Services, we understand that every organization has unique needs. Our team specializes in customizing and integrating solutions like Microsoft 365 Co-Pilot, Dynamics 365, and AI-driven tools to help you maximize efficiency and ROI.

Ready to unlock the full potential of Co-Pilot for your business? Let’s discuss how we can tailor these innovations to your needs. Contact us today at crm@inogic.com for a personalized consultation!

The post How Copilot Agents in Dynamics 365 CRM & SharePoint Redefine Automation! appeared first on CRM Software Blog | Dynamics 365.