Copilot for Business Application
Dynamics 365 Business Central
Copilot is an AI-powered assistant that helps spark creativity, boost productivity, and eliminate tedious tasks. Copilot in Business Central is the world’s first AI-powered assistant across all lines of business. With Copilot in Business Central, small and medium-sized organizations empower their workers through intuitive AI tools that boost creativity and save time.
The following Copilot experiences are available in Business Central.
| Feature | Description |
|---|---|
| AI-powered item marketing text | Copilot provides AI-powered writing assistance for Business Central users responsible for authoring marketing text (product descriptions) on items sold in online shops, like Shopify. With the click of a button, Copilot generates engaging and creative text that highlights key product attributes. |
| Analyze data in lists | With analysis assist, users can describe the structure they want in natural language and receive a suggested layout as a starting point. Copilot can also add fields from related tables. |
| Autofill fields with Copilot | Copilot automatically fills editable blank fields on pages using Business Central data, AI-generated suggestions, or information from the web. |
| Chat with Copilot about business data | Users can ask questions to an AI agent that retrieves answers from the Business Central data they have access to. |
| Map e-documents to purchase order lines | Copilot improves mapping and matching of vendor invoice lines to purchase orders, reducing manual search, lookup, and data entry. |
| Reconcile bank accounts | Bank account reconciliation assist uses AI to inspect unmatched transactions and identify possible matches based on dates, amounts, and descriptions. |
| Suggest lines on sales documents | Sales line suggestion assists in creating lines on sales quotes, orders, and invoices using structured input or natural language. |
| Suggest substitute items | Copilot helps users quickly find similar items as substitutes when requested items are out of stock. |
| Suggest number series | Copilot helps generate number series in Business Central, making it faster to set up numbering patterns for documents and records. |
| Summarize records | Copilot generates concise summaries of records such as customers, items, or sales orders using AI-powered insights. |
| Sales Order Agent | Sales Order Agent automates sales order capture by analyzing customer requests received through email and locating customer details in Business Central. |
| Payables Agent | Payables Agent monitors mailboxes for vendor invoices, analyzes invoice content with AI, and prepares invoice drafts for supervisor review. |
Dynamics 365 Customer Insights
Copilot in Customer Insights helps you work faster and smarter by turning natural language into actionable insights. From creating journeys and segments to analyzing data quality and refining content, these AI-powered features simplify complex tasks so you can focus on delivering personalized experiences.
| Feature | Description |
|---|---|
| Dialog with data | Lets you ask questions in natural language to quickly generate insights about your customers. |
| Data prep report | Helps you understand the overall data quality and the readiness of your data to produce insights. |
| Environment status summary | Helps you quickly understand the status of your environment based on the business impact of what you've configured. |
| Answers to capability questions | Gets answers to questions about Customer Insights - Data and its features. |
| Segment creation | Creates segments using everyday words without detailed knowledge about the data schema. |
Customer Insights – Journeys
| Feature | Description |
|---|---|
| Set up proactive outreach | Conversational journeys combines Dynamics 365 Customer Insights - Journeys, Dynamics 365 Contact Center, and AI agents built with Copilot Studio to deliver customer experiences at scale. |
| Create journeys | Creates real-time journeys for you based on your journey goals and objectives that you can describe in natural language. |
| Target the right customers | Creates segments for your journeys based on your criteria that you can describe in natural language. |
| Create emails | Generates email content based on key points or a selected topic in a tone of voice that matches your message. |
| Recommend images | Interprets the written and visual context of your messages, ensuring that recommended images enhance rather than detract from the overall communication. |
| Rewrite and improve content | Improves and polishes your content. |
Dynamics 365 Customer Service and Dynamics 365 Contact Center
This section provides an overview of Copilot and AI agent capabilities in Dynamics 365 Customer Service and Dynamics 365 Contact Center.
Copilot capabilities in Dynamics 365 Customer Service and Dynamics 365 Contact Center
| Feature | Description |
|---|---|
| Ask a question | Lets you ask a question about your data. When you sign in to any of the service representative apps, Copilot opens in the right side panel with the Ask a question tab ready. Copilot acts as your partner, helping to answer questions without you having to search for the information. |
| Auto prompts | Suggests prompts based on the context of an active case or the conversation. |
| Proactive prompts | Suggests prompts proactively, without you having to type one, that you can use to prioritize cases effectively and solve customer queries quickly. |
| Summarize conversations | Summarizes conversations to provide context and relay the steps that you took to solve the issue. You can summarize chat and transcribed voice conversations. |
| Use Copilot-generated case summaries | Use Copilot-generated case summaries in Customer Service that help you quickly understand the context of a case and resolve customer issues more efficiently. |
| Summarize a case | Summarizes a case based on the case fields and activities associated with the case in non-Microsoft CRM systems. |
| Draft emails | Drafts emails based on instructions provided in the email editor or predefined prompts. |
| Chat with case data | Lets you have conversation with your case data. Microsoft 365 Copilot works across Microsoft 365 apps to help you unlock business scenarios in your organization. |
| Generate resolution notes | Generates resolution notes based on the case details, emails, and notes linked to the case to help you close the case or incident faster. |
| Generate knowledge draft | Generates a knowledge draft when you resolve a case and select the option to propose knowledge article for the case. |
| Copilot analytics report | Helps service representatives complete tasks related to conversations and email more easily. With the Copilot report, supervisors and customer service managers can identify the effect that Copilot is having across their customer service operation. |
AI agents in Dynamics 365 Customer Service/Dynamics 365 Contact Center
| AI agent | Description |
|---|---|
| Case Management Agent | Helps automate case lifecycle—create, update, resolve, and close—to save time that service representatives otherwise spend on manually filling case details. |
| Customer Knowledge Management Agent | Helps extract knowledge from cases and manage customer knowledge in real time. After a case is closed, the Customer Knowledge Management Agent analyzes case details, fills knowledge gaps, and makes sure of compliance. |
| Quality Evaluation Agent | Helps generate autonomous and AI-assisted assessments of customer interactions across cases and conversations using an evaluation framework defined by supervisors. |
| Customer Intent Agent | Uses generative AI to identify the most common intents and suggests new ones, helping you understand customer needs better. |
| Customer Intent Agent for voice | Uses generative AI to autonomously discover intents in your Dynamics 365 Contact Center instance. Intent benefits self-service scenarios by enabling agents to quickly understand customer needs, guide conversations with follow-up questions, and provide tailored solutions in real time. |
| Intent-based routing | Enhances the efficiency and accuracy of routing customer interactions. By capturing customer intents from incoming conversations and mapping them to appropriate solutions, intent-based routing makes sure that customer queries are directed to the most suitable service representatives. |
| Rollout manager | Helps AI administrators and supervisors adopt autonomous AI agents in a phased, guided, and controlled manner. |
| Agent insights dashboard | Equips supervisors with real-time visibility into key performance indicators and operational trends regarding their AI agents. |
Dynamics 365 Field Service
This section provides an overview of Copilot and AI agent capabilities in Dynamics 365 Field Service.
Copilot capabilities in Dynamics 365 Field Service
| AI agent | Description |
|---|---|
| Case Management Agent | Helps automate case lifecycle—create, update, resolve, and close—to save time that service representatives otherwise spend on manually filling case details. |
| Customer Knowledge Management Agent | Helps extract knowledge from cases and manage customer knowledge in real time. After a case is closed, the Customer Knowledge Management Agent analyzes case details, fills knowledge gaps, and makes sure of compliance. |
| Quality Evaluation Agent | Helps generate autonomous and AI-assisted assessments of customer interactions across cases and conversations using an evaluation framework defined by supervisors. |
| Customer Intent Agent | Uses generative AI to identify the most common intents and suggests new ones, helping you understand customer needs better. |
| Customer Intent Agent for voice | Uses generative AI to autonomously discover intents in your Dynamics 365 Contact Center instance. Intent benefits self-service scenarios by enabling agents to quickly understand customer needs, guide conversations with follow-up questions, and provide tailored solutions in real time. |
| Intent-based routing | Enhances the efficiency and accuracy of routing customer interactions. By capturing customer intents from incoming conversations and mapping them to appropriate solutions, intent-based routing makes sure that customer queries are directed to the most suitable service representatives. |
| Rollout manager | Helps AI administrators and supervisors adopt autonomous AI agents in a phased, guided, and controlled manner. |
| Agent insights dashboard | Equips supervisors with real-time visibility into key performance indicators and operational trends regarding their AI agents. |
AI agents in Dynamics 365 Field Service
| AI Agent | Description |
|---|---|
| Scheduling Operations Agent | Enables dispatchers to efficiently optimize a single technician's schedule. The agent takes into account priorities, travel time, and promise windows when optimizing schedules. This preview feature simplifies making changes for cancellations, delays, or availability updates, enhancing efficiency and reducing the need for manual rescheduling. |
Dynamics 365 Finance
This section provides an overview of Copilot and AI agent capabilities in Dynamics 365 Finance.
Copilot capabilities in Dynamics 365 Finance
The following Copilot experiences are available in Dynamics 365 Finance
| Feature | Description |
|---|---|
| Collections coordinator summary | Collections coordinator summary is a feature of Dynamics 365 Finance that shows AI-generated summary text in the Collections coordinator workspace and generates a reminder letter that contains AI-generated text. |
| Customer page summary | Customer page summary is a feature in Dynamics 365 Finance that is powered by Azure OpenAI Service's large language model. It shows AI-generated summary text at the top of the customer page when a user opens it. |
| Workflow history summary | Workflow history summary is a feature in Dynamics 365 Finance that is powered by Azure OpenAI Service's large language model. It shows AI-generated summary text on the existing Workflow history page for all workflow document types. |
| Agent management (production ready preview) | Agent management is a preview feature in Microsoft Dynamics 365 finance and operations apps that enables autonomous AI-powered agents. The feature lets users discover, configure, and manage those agents. |
AI agents in Dynamics 365 Finance
The following AI agent experiences are available in all Dynamics 365 Finance apps.
| Feature | Description |
|---|---|
| Account Reconciliation Agent (production ready preview) | Reconciliation of data is a time-consuming process that you often defer until the end of a period. This deferral adds time and headaches to the completion of period end tasks. The subledger to general ledger reconciliation feature changes this process to be proactive rather than reactive when a difference is identified. Use Copilot to notify you of a difference between the subledger and the general ledger, provide options for how to resolve the issue, and eventually resolve the issue on your behalf. Reconciliation is no longer a bottleneck but is always in a continuous state of readiness. |
Dynamics 365 Sales
This section provides an overview of Copilot and AI agent capabilities in Dynamics 365 Sales.
Copilot capabilities in Dynamics 365 Sales
| Feature | Description |
|---|---|
| Record summarization | Generates a concise summary of key information from sales records such as leads, opportunities, and accounts. |
| Embedded experiences | Integrates AI-generated summaries and insights directly within the lead and opportunity forms. |
| Recent changes to records | Highlights recent updates and changes to sales records help sellers stay informed about the latest developments to their records. |
| Information assistance | Provides content recommendations and answer to questions from documents stored in SharePoint. |
| Meeting preparation | Helps sellers prepare for upcoming meetings by summarizing relevant information from the opportunity associated with the meeting. |
| Email assistance | Helps sellers compose professional-looking emails, summarize email conversations to add to your customer notes. |
| News updates | Summarizes relevant news updates about customers and prospects. |
AI agents in Dynamics 365 Sales
| AI Agent | Description |
|---|---|
| Sales Qualification Agent | Helps sales teams qualify leads effortlessly by autonomously researching leads, determining if they're a good fit for further engagement, sending outreach emails, and engaging with leads. |
| Sales Close Agent - Research | Helps sales teams close deals faster by autonomously researching opportunities, providing visibility into emerging risks, and highlighting promising opportunities. |
| Sales Close Agent - Engage | Manages the end-to-end sales cycle autonomously. It engages customers, recommends products, handles objections, and drives transactions to closure using templated personalization for outreach and follow-ups. |
| Sales Research Agent | Helps sales teams solve complex business questions through a dialog with their sales data using natural language. |
Dynamics 365 Project Operations
This section provides an overview of Copilot and AI agent capabilities in Dynamics 365 Project Operations.
Copilot capabilities in Dynamics 365 Project Operations
The following Copilot experiences are available in Dynamics 365 Project Operations
| Feature | Description |
|---|---|
| Copilot in time entry | Copilot in time entry gives project team members a new, streamlined way to complete all activities that are related to logging weekly time entries. The goal is to make the time entry process less tedious for team members. |
| Copilot for project | Copilot for project is a suite of features that streamline project management tasks in the system through plain English. Based on a project name and description that are provided as input, Copilot for project can generate a preliminary work breakdown structure (WBS) and therefore simplify the task planning process. |
| Microsoft 365 Copilot chat (preview) | Helps you get summaries, suggestions, and guided actions within your app. It streamlines tasks and boosts productivity by providing contextual assistance based on your organization's data. |
| Agent feed (preview) | Lets you manage and work with agents directly within your apps. It makes the app a central place for human‑agent collaboration by providing a complete activity feed that shows everything agents do for you, wherever you are in the app. |
| Form fill assistance | Helps you complete forms more efficiently by suggesting relevant values based on context. It analyzes available data to autopopulate fields and reduce manual input. This helps you to fill forms faster and with fewer errors. |
| Find data in a view | Helps you quickly locate and narrow down your data using natural language, without relying on complex filtering options. The feature analyzes intent and context to surface the most accurate results, reducing the need for manual searches. |
| Visualize data in a view | Visualizes the data in your view as an interactive chart to help you understand trends, patterns, and relationships easily. The chart is based on the visible columns and can be personalized to support deeper exploration. |
| Row summary | Provides you quick, concise, AI‑generated summaries of selected records so you can understand key details without opening each item. It highlights important fields and recent updates, helping you review information faster and act with context. |
| Timeline highlights | Creates an AI-generated, bulleted list that appears at the top of the timeline. These highlights summarize key activities—such as user interactions, reported issues, and steps taken—so you can understand the record's status at a glance. |
AI agent capabilities in Dynamics 365 Project Operations
The following AI agent experiences are available in Dynamics 365 Project Operations.
| Feature | Description |
|---|---|
| Time Entry Agent (production ready preview) | The Time Entry Agent streamlines time capture by automatically generating draft entries based on project assignments, resource bookings, and historical patterns. This reduces manual effort, eliminates missed submissions, and enhances compliance, enabling organizations to accelerate invoicing cycles and free consultants to focus on higher-value work. |
| Expense Agent (production ready preview) | Streamlines Expense Management by automatically extracting receipt data, generating expense entries, itemizing complex receipts and grouping them to create reports based on a trip or project. End-users can forward receipts to a designated mailbox or click a picture using the mobile app or simply upload them directly into finance and operations apps for the agent to take care of the rest. |
| Approvals Agent (production ready preview) | The purpose of the Approvals Agent is to streamline the approval process for time, expense, and material transactions. The Time and Expense Agent uses a Microsoft Copilot Studio agent to do an initial review of incoming time, expense, and material entries against policy documents that the customer uploaded for each type of entry. If a record meets the criteria that are outlined in the policy document, it's marked as Ready for approval. Otherwise, it's marked as Needs review. This initial review makes the approval process more efficient for project managers. It also helps them avoid time-consuming corrections by reducing mistaken approvals. |
Dynamics 365 Supply Chain Management
This section provides an overview of Copilot and AI agent capabilities in Dynamics 365 Supply Chain Management.
Copilot capabilities in Dynamics 365 Supply Chain Management
The following Copilot experiences are available in Dynamics 365 Supply Chain Management
| Feature | Description |
|---|---|
| AI summaries with Copilot | These summaries provide a quick overview of the most important information that's related to the page, personalized for the current user. Summaries can include information such as the number of lines on a purchase order, the number of items in a warehouse, or the number of overdue invoices for a vendor. |
| Analyze demand plans with Copilot | Demand planning in Supply Chain Management lets you use Copilot to analyze your demand plans. You can select from a set of predefined questions to analyze data for shifts, trends, anomalies, and accuracy. The results are delivered as a summary using natural language and visualizations. |
| Workload insights with Copilot | The Workload insights with Copilot feature provides insights into available work headers, pick lines, and receiving lines. It also provides information about available workforce and Copilot-generated insights into pending warehouse work. |
AI agent capabilities in Dynamics 365 Supply Chain Management
The following AI agent experience is available in Dynamics 365 Supply Chain Management
| Feature | Description |
|---|---|
| Supplier Communications Agent (production ready preview) | For many businesses, a large part of the procurement process is still manual. This process includes collaborating and following up with vendors, manually updating purchase orders, and managing change requests. The supplier communications agent helps purchasers save time by automating manual and repetitive tasks based on user-defined rules. The agent helps you achieve a resilient and efficient supply chain and increase procurement productivity. |
