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.
Customer Insights – Data
| 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 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
