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This article provides answers to frequently asked questions about configuring and using the Sales agent in Microsoft 365 Copilot from Dynamics 365 Sales.
Frequently asked questions about configuration
The following sections provide answers to questions that administrators might have when configuring the Sales agent in Microsoft 365 Copilot from the Sales Hub app.
Why aren't the customizations applied to the Sales agent when I access it from Dynamics 365 Sales?
When you set up the Sales agent in Microsoft 365 Copilot from Dynamics 365 Sales, make sure that you select the correct environment in the Sales agent settings page. Your customizations are environment-specific, so you need to configure them for each environment that you want to use the Sales agent in.
To verify, follow these steps:
- Open the Sales agent setup experience
- Make sure that the environment selected in the Sales Hub app is the same as the one selected in the Sales agent settings page in Outlook. If not, select the correct environment and apply your customizations again.
Why can't I access the Sales agent settings page in Outlook?
When you select the Sales agent settings in the Sales Hub app, it opens the settings page in Outlook. If you can't access the settings page or you see a blank page, it could be due to one of the following reasons:
- You don't have the necessary permissions to access the Sales agent settings. Learn more in Privileges required for Dynamics 365 administrators.
- You blocked pop-ups in your browser. Make sure that pop-ups are allowed for the Outlook web app.
Frequently asked questions about usage
The following sections provide answers to questions that users might have when using the Sales agent in Microsoft 365 Copilot from the Sales Hub app.
Why don't I see the Sales agent?
If you don't see the Sales agent in the Sales Hub app, the agent might not be installed in Microsoft 365 Copilot. For more information about agent installation, see Install Sales agent in Outlook and Microsoft 365 Copilot.
Why don't I get any responses from the Sales agent?
If you can see the Sales agent in the Sales Hub app but don't get any response from the agent, you might not have the necessary permissions to access the Sales agent. Learn more in Privileges required for Dynamics 365 sellers.
What is the difference between Sales agent and Sales skills in Copilot Cowork?
Sales agent and Sales skills in Copilot Cowork both help sellers with their sales tasks, but they are designed for different types of work.
- Sales agent is optimized for repeatable, execution-focused sales workflows that organizations configure for sellers. It provides contextual actions and quick access to sales information across seller experiences such as Dynamics 365 Sales, Outlook, Teams, and Microsoft 365 Copilot. For example, sellers can use the Sales agent to prepare for a meeting, get a summary of a customer conversation, or quickly access sales data.
- Sales skills in Copilot Cowork are designed for ad hoc, longer-running, and outcome-focused work that requires reasoning across multiple sources, collaboration, and iterative decision-making. These experiences often produce deliverables such as documents, presentations, or recommendations. For example, sellers can use Sales skills in Copilot Cowork to analyze a sales opportunity, create a proposal, and develop a sales strategy and then put together a presentation for the customer.
The following table summarizes the differences between Sales agent and Sales skills in Copilot Cowork:
| Feature | Sales Agent | Sales skills in Copilot Cowork |
|---|---|---|
| Purpose | Repeatable, execution-focused sales workflows configured by your organization | Ad hoc, longer-running, outcome-focused work requiring reasoning across multiple sources |
| Key Capabilities | Contextual actions and quick access to sales information | Collaboration and iterative decision-making |
| Available In | All applications that integrate with Microsoft 365 Copilot, such as Outlook, Teams, and Dynamics 365 Sales. | All applications that integrate with Microsoft 365 Copilot, such as Outlook, Teams, and Dynamics 365 Sales. |
| Outputs | Quick actions and sales data | Deliverables: documents, presentations, recommendations |