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Copilot for Dynamics 365

Make the most of AI technology to analyze and correct forecasts provided by sellers. The system not only detects the chances and risks of finalizing the transaction, but also identifies current trends among customers to maximize the chances of success.

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Why do teams struggle with Dynamics 365 today?

Too much time on admin?

Copilot automatically captures meeting summaries, emails, and CRM updates – so reps focus on selling, not logging.

Going into calls unprepared?

Copilot surfaces relevant account history, recent activity, and recommended talking points directly before every call.

Insights buried in your CRM?

Copilot proactively surfaces deal risks, pipeline anomalies, and next-best actions so your team always knows what to prioritise.

What you can do with Copilot for Dynamics 365

Draft communications in seconds

Generate personalised emails, follow-up messages, and proposals using CRM data – edited and sent without leaving Dynamics.

Summarise accounts and opportunities

Get an instant briefing on any customer record – recent activity, open cases, notes, and relationship health at a glance.

Automate meeting recaps

After every Teams call, Copilot writes the meeting summary and updates the relevant CRM fields automatically.

Ask your data natural-language questions

Query pipeline performance, forecast accuracy, or customer trends by typing plain questions – no reports or filters needed.
Predict and manage deal risks

AI flags at-risk deals with suggested actions, helping managers intervene early and protect revenue targets.

Accelerate service resolution

Service agents get AI-suggested responses and knowledge articles surfaced in real time during customer interactions.

The measurable impact on your business

Faster sales cycles

Automated admin tasks and instant account briefings mean reps spend more time in front of prospects, shortening time-to-close.

Higher data quality

AI-assisted data capture eliminates incomplete records, giving leadership accurate forecasts and a single source of truth.
Improved CX
Every team member shows up to interactions prepared and informed, leading to faster resolutions and stronger relationships.
Faster onboarding

New hires get up to speed quickly – Copilot surfaces context and suggested actions so they perform confidently from day one.

Dynamics 365 Copilot features that transform how your team sells

Get to know your clients’ emotions

AI gives you the opportunity to talk to clients on a completely new level, thanks to recognition of emotions during the conversation. Based on tone and manner of speaking, the consultant better understands the client and their priorities – making it possible to personalise not only the content, but also the way it is communicated.

Use algorithms more efficiently

Converting speech or handwritten notes into text lets you quickly enter data into the CRM system. No information gets lost, and associating data with the right customer allows for instant sharing across the entire team.

Customize AI to your needs

The innovative tool lets you create new solutions recommended by the system, without the need for coding. Implement changes immediately and give your sellers access to new tools that improve the quality of work across the entire team and maximise potential profits.

Implement Copilot for Dynamics 365 with experts

Choosing the right partner is key to success. At Netwise, we provide:

Two Microsoft MVPs on board, bringing top-tier product insight and early access to platform innovations

Deep knowledge of Microsoft’s Dynamics 365 Sales ecosystem and integrations

Deep knowledge of Microsoft’s Power Platform ecosystem and integrations

Strategic consulting aligned to your business needs and processes

Adrian, our Chief Delivery Officer

Explore what’s possible with Copilot
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Ready to unlock the potential of Copilots?

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This is one of the most-used capabilities in Dynamics 365 Sales. Copilot pulls the key details out of a lead, opportunity, or account record – recent activity, open items, what’s changed since the last touchpoint – so a rep opening a record before a call gets the essentials in seconds instead of scrolling through the full history.

Sellers can query their pipeline in plain language – “which deals haven’t moved in two weeks” – without building a filtered view first. Copilot only surfaces data the user already has access to, so record-level and field-level permissions apply exactly as they do today. It makes the CRM something reps actually query day to day, rather than a system they mostly log activity into.

Before a call, Copilot compiles the customer context, recent activity, and suggested talking points tied to that opportunity into one briefing. The rep isn’t checking the account record, email history, and past notes separately – it’s already pulled together, which matters most for teams running a high volume of meetings back to back.

Copilot can draft a sales email based on the context of the record and summarise an email thread into CRM notes. It’s particularly useful for follow-ups after a call. The rep reviews and edits before sending – Copilot drafts, it doesn’t send on its own.

After a transcribed Teams meeting, Copilot generates a summary of the discussion, and once reviewed, that summary can be saved directly to the relevant CRM record through the meeting recap. It removes the manual write-up step after every call and keeps the record current without extra admin work.
AI agents in Dynamics 365 support lead qualification, opportunity research, and risk detection – handling the manual groundwork a seller would otherwise do before even engaging a prospect. It doesn’t replace judgment on the deal itself, but it clears a meaningful amount of prep work off a rep’s plate.
It depends on the application and which capabilities are in scope. Core features are typically covered under standard Dynamics 365 licensing, while more advanced scenarios – building and managing custom agents, for example – may require Microsoft 365 Copilot or Copilot Studio licensing on top. Worth mapping this against your current licence before implementation, so cost doesn’t surprise anyone once specific use cases get scoped.
Speech and handwritten notes can be converted into text and entered directly into the CRM, rather than typed up manually afterward. For a seller taking notes during a call or site visit, information gets captured in the moment and linked to the right customer record straightaway – nothing gets lost or reconstructed from memory later, and it’s visible to the rest of the team immediately.

Beyond the built-in features, Copilot Studio allows new AI-driven solutions – custom agents, workflows, prompts – to be built without writing code. Changes can be rolled out to the team quickly, which makes it realistic to shape Copilot around specific processes instead of working within a fixed set of features. Worth planning this alongside the licensing question above, since custom agents typically fall into that more advanced licensing tier.

No separate infrastructure is needed – Copilot is built into the existing Dynamics 365 apps and Power Platform environment. What does need setup is enabling the specific features in the Power Platform admin center and, for custom agents, provisioning Copilot Studio.
Microsoft 365 Copilot works across Word, Outlook, Teams, and the rest of the productivity suite, grounded in the Microsoft Graph. Copilot for Dynamics 365 is grounded specifically in Dataverse and CRM data – it’s built for sales and service workflows rather than general productivity. The two can work alongside each other, but they’re licensed and scoped separately.
Both. Agents built in Copilot Studio can respond to queries, but they can also call Power Automate flows to trigger actions – updating a record, sending a notification, kicking off an approval – based on the conversation. That’s what separates an agent from a chatbot: it can act, not just answer.
Copilot is the AI assistant already built into Microsoft’s applications – in Dynamics 365 that means summaries, drafts, forecasting insights, and sentiment, ready to use as soon as the feature is switched on. Copilot Studio is a separate low-code platform for building custom agents – ones that pull data from multiple systems, run multi-step workflows, or act on their own based on triggers you define. Copilot is what you use out of the box, Copilot Studio is what you build with.

Core Copilot features – summaries, drafts, meeting recaps – come included with standard Dynamics 365 licensing, so there’s no separate cost to start using them. Microsoft 365 Copilot is a different story: it’s a per-user add-on, priced on top of a Microsoft 365 plan, and it’s what you’d add if you want Copilot to work across Word, Outlook, and Teams as well, not just inside Dynamics 365. Custom agents built in Copilot Studio sit in a third tier again, usually requiring their own licensing or usage-based billing. Worth mapping all three against what your team actually needs before rolling anything out.

Work IQ is the intelligence layer behind Microsoft 365 Copilot and its agents – it connects context across emails, meetings, chats, files, and business systems like Dataverse and Dynamics 365, so Copilot can understand how pieces of information relate to each other, not just read them in isolation. In Dynamics 365 Sales and Customer Service specifically, that means Copilot can recognise when something discussed elsewhere – a pricing change mentioned on a call, for instance – is relevant to an active opportunity, and surface that connection for the rep to review. It doesn’t update records on its own; a person still reviews and acts on what Copilot surfaces, unless that step has been explicitly built into an agent.

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