How to use copilot in Microsoft Dynamics 365 CRM

Enable Copilot for an Environment

Go to admin.powerplatform.microsoft.com and go to the Environments and select the open the relevant environment

Next go to the settings

Go to the Product > features

Here we have to turn on the copilot

Navigate to Copilot

Once copilot is enabled for the environment, we can see the copilot icon on the top right of the screen. Click that to expand the copilot pane and it display three suggestions

Get info
Ask questions
Stay ahead

We can also type questions into the textbox in the copilot or click the sparkle icon to launch the prompt guide. This guide is also divided into get info, ask questions and stay ahead. These menus bring up easy to use prompts that copilot to work in a single click.

Get Info

The get info part of the prompt guide makes it easy to get the information about the opened record. Navigate to the get info of the prompt guide by clicking the sparkle icon.

When clicked on the Get info we can see the more sub menus and explore these options about our sales pipeline

For example, I have clicked on Summarize lead now see how it loads the result

Ask Questions

we can also ask questions available in the Ask Questions or we can type and ask manually

like see below how it is giving responses

Stay Ahead

The Stay Ahead menu also have different options

Prepare for sales appointments

It will summarize facts and notes for the upcoming meetings. The meetings must contain the timeline

Show emails that needs to follow-up

It shows emails that’s need replies like unanswered, they contain a buying intent, a question or a query, they have regarding as lead or opportunity.

Enable and setup AI features in Customer service

We use Copilot features in the Customer Service workspace app if they’ve been enabled on the agent experience profile.

Navigate to the Customer Service admin app.

Go to Workspaces. Find the Agent experience profiles section and click Manage.

Select the agent experience you’d like to modify (default profiles can’t be edited).

Find the Productivity pane section. Ensure the Copilot help pane is On. If it’s not, click Edit and toggle it on. This will let agents use Copilot features such as suggesting responses, asking questions, and writing emails.

Next, locate the Copilot AI features section. Ensure the appropriate options are enabled. Click the Edit button if you want to change anything. Depending on your location, licensing details, and security roles, you may need additional steps to get things working.

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Vinay Alapaka