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Recent surveys on business trends (Source) indicate that almost 90% of employees aspire to use AI to automate repetitive tasks. Dynamics 365 Copilot is an AI-powered tool that caters to various business functions, such as sales, service, marketing, operations, and supply chain. It enables employees to focus more on core responsibilities and less on mundane tasks.

Customer Relationship Management (CRM) and Dealer Management Systems (DMS) have historically served as crucial customer and business data repositories. However, they frequently entail laborious duties such as manual data entry, content creation, and note-taking. Dynamics 365 Copilot employs cutting-edge generative AI to streamline these mundane tasks, liberating employees’ creative potential and catalyzing innovation across every facet of business operations.

In Microsoft Dynamics 365 Sales and Viva Sales, Copilot significantly reduces the time spent on administrative tasks by automating email responses to customers and creating email summaries of Teams meetings. It incorporates CRM data and insights from recorded calls, facilitating more customer interaction time and potentially improving business outcomes.

For instance, if a salesperson needs a summary of their leads, they can request “Summarize Lead.” Dynamics 365 Copilot will immediately provide them with the top 20 leads with the highest scores. This feature allows the salesperson to concentrate on engaging with the most promising potential customers, which can ultimately result in new vehicle sales.

Salespeople can inquire about specific details of an individual lead, and Copilot will promptly retrieve the most essential information. This functionality equips salespeople to develop effective strategies for selling vehicles.

Users can use Copilot to conduct internet searches for specific customers. For example, to see the latest news about John Clare’s account, enter the query, “Show the latest news for the account John Clare.” Copilot will search and present the most relevant news. Users may also provide feedback on the search results.

Copilot is an advanced tool that helps customer service agents provide exceptional customer support. It can draft context-aware responses for both chat and email queries. Moreover, it provides an interactive chat experience integrating knowledge bases and case history, ensuring that AI-powered expertise is readily available to address customer inquiries. Furthermore, Copilot simplifies the creation of virtual agents in customer service departments by using conversation boosters in Power Virtual Agents. These boosters leverage the Azure OpenAI Service and Bing to retrieve answers from designated company websites and internal knowledge bases.

In Customer Insights and Marketing, Copilot streamlines data exploration, audience segmentation, and content development tasks. Marketers can describe customer segments in plain language, create targeted segments with the query assist feature, and receive content suggestions for email campaigns based on various inputs.

Overall, Copilot empowers businesses to harness the power of AI across different functions, from sales and customer service to marketing and data analysis. It drives efficiency and enhances customer experiences.


Find Out More!

If you want to learn more about copilot features in Yana, contact us at or schedule a product demo today.


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