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Dynamics 365 brings AI to the core of your business. It combines intelligent AI agents, Copilot experiences, and built‑in AI capabilities across ERP and CRM. With AI that analyzes data, automates tasks, and guides decisions in real time, you can manage sales, service, finance, and supply chain operations more easily. Use any Dynamics 365 app on its own or connect them to unify teams, streamline processes, and unlock faster insights.
This article summarizes AI agents, Copilot experiences, and AI capabilities across Dynamics 365 apps.
Capabilities in Dynamics 365 apps inherited from model-driven apps
Dynamics 365 apps such as Sales, Customer Service, and Customer Insights are built on the same framework as Power Apps model-driven apps and run on Microsoft Dataverse, the underlying data platform for Power Platform. Because of this shared platform foundation, all Copilot and AI capabilities available for model-driven apps are automatically available across these Dynamics 365 apps.
Note
Some AI features may not appear in every Dynamics 365 app or may need to be enabled.
The following table lists the Copilot and AI features in Dynamics 365 apps inherited from model-driven apps:
| Feature | Description | Learn more |
|---|---|---|
| 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. | Microsoft 365 Copilot chat (preview) |
| 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. | Supervise agents in model-driven apps with agent feed (preview) |
| 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. | Use Copilot's form fill assistance feature in model-driven apps |
| 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. | Find data in a view with AI (preview) |
| 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. | Visualize data in a view with Copilot (preview) |
| 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. | Use row summaries in model-driven apps |
| 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. | Use timeline highlights powered by generative AI |
Capabilities in Dynamics 365 apps inherited from finance and operations apps
You can add Copilot to solutions with finance and operations apps. The finance and operations apps in Dynamics 365 share Copilot capabilities, and there are also app-specific agentive features. This section provides an overview of Copilot and AI agent capabilities in the finance and operations apps.
The following Copilot experiences are available in all finance and operations apps.
| Feature | Description | Learn more |
|---|---|---|
| Generative help and guidance | Copilot transforms the support experience with a conversational sidecar in finance and operations apps. Users can enter questions or express their needs directly in the app. | Generative help and guidance with Copilot |
| Workflow history summary | Users can get an AI-generated summary of the workflow history that they're viewing on the Workflow history page. | Workflow history summary |
| Enhanced user feedback for Copilot and related experiences | Users can provide product feedback to Microsoft by selecting thumbs-up or thumbs-down buttons. | Enhanced user feedback for Copilot and related experiences |
| Chat with finance and operations data | Users can ask questions of an agent that derives the answers from the structured finance and operations data that the user has access to. | Chat with finance and operations data |
| Immersive Home (production ready preview) | There's a new workspace that helps users work hand in hand with AI agents and focus on the most important work items. | Immersive Home (production ready preview) |
| Use Model Context Protocol for finance and operations apps | The Dynamics 365 ERP MCP server provides a dynamic framework for agents to perform data operations and access the business logic of finance and operations apps. Developers can build agents that work with data and perform nearly any function that's available to a user through the application interface, without the need for custom code, connectors, or APIs. | Use Model Context Protocol for finance and operations apps |
| Build an agent with Dynamics 365 ERP MCP | The Dynamics 365 ERP MCP server provides a dynamic framework for agents to perform data operations and access the business logic of finance and operations apps. Developers can build agents that work with data and perform nearly any function that's available to a user through the application interface, without the need for custom code, connectors, or APIs. | Build an agent with Dynamics 365 ERP MCP (production ready preview) |
Learn more at Available Copilot features in finance and operations apps.
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 | Learn more |
|---|---|---|
| Analyze data in lists | With analysis assist, you can express the structure you want in natural language and get a suggested layout as a starting point. Copilot can also help by adding fields from related tables. | Analyze data in lists with Copilot |
| Reconcile bank accounts | Bank account reconciliation assist is a set of AI-powered features that help you reconcile bank accounts. Copilot uses AI technology to inspect unmatched transactions and identify more matches, based on the dates, amounts, and descriptions. | Reconcile bank accounts with Copilot |
| Chat with Copilot about business data | Users can ask questions of an agent that derives the answers from the data that the user has access to in Business Central. | Chat with Copilot |
| 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 text that's engaging and creative, and that highlights key attributes of the specific item. | Marketing text suggestions with Copilot |
| Sales Order Agent | Sales Order Agent helps Business Central users automate the process of capturing sales orders. The agent uses AI to analyze customer requests received via email and locates the customer in Business Central. | Sales Order Agent overview |
| Payables Agent | Processing vendor invoices often creates bottlenecks and relies on accounting knowledge and mapping data and business rules to register invoices correctly. The Payables Agent monitors mailboxes for incoming vendor invoices, uses AI to analyze invoice content, and shows invoice drafts to agent supervisors for review. | Payables Agent overview |
Learn more at What is Copilot in Business Central?
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 | Learn more |
|---|---|---|
| Dialog with data | Lets you ask questions in natural language to quickly generate insights about your customers. | Have a dialog with data using Copilot |
| Data prep report | Helps you understand the overall data quality and the readiness of your data to produce insights. | Data prep report overview |
| Environment status summary | Helps you quickly understand the status of your environment based on the business impact of what you've configured. | Environment status summary |
| Answers to capability questions | Gets answers to questions about Customer Insights - Data and its features. | Get answers to questions about capabilities from Copilot |
| Segment creation | Creates segments using everyday words without detailed knowledge about the data schema. | Create segments with Copilot |
Customer Insights - Journeys
| Feature | Description | Learn more |
|---|---|---|
| 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. | Conversational journeys overview |
| Create journeys | Creates real-time journeys for you based on your journey goals and objectives that you can describe in natural language. | Create journeys using AI assistance |
| Target the right customers | Creates segments for your journeys based on your criteria that you can describe in natural language. | Target the right customers using query assist |
| Create emails | Generates email content based on key points or a selected topic in a tone of voice that matches your message. | Use AI to kickstart email creation |
| Recommend images | Interprets the written and visual context of your messages, ensuring that recommended images enhance rather than detract from the overall communication. | Use images in your content |
| Rewrite and improve content | Improves and polishes your content. | Refresh and perfect your message |
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 | Learn more |
|---|---|---|
| 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. | Use Copilot to ask a question |
| Auto prompts | Suggests prompts based on the context of an active case or the conversation. | Use auto prompts |
| Proactive prompts | Suggests prompts proactively, without you having to type one, that you can use to prioritize cases effectively and solve customer queries quickly. | Use proactive prompts |
| 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 to summarize 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. | Use Copilot-generated case summaries |
| Summarize a case | Summarizes a case based on the case fields and activities associated with the case in non-Microsoft CRM systems. | Summarize cases in non-Microsoft CRM systems |
| Draft emails | Drafts emails based on instructions provided in the email editor or predefined prompts. | Draft emails with Copilot |
| 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. | Use Microsoft 365 Copilot to chat with with case data |
| 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 resolution notes with Copilot in non-Microsoft CRM systems |
| Generate knowledge draft | Generates a knowledge draft when you resolve a case and select the option to propose knowledge article for the case. | Use Copilot to generate knowledge drafts from cases |
| 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. | View Copilot analytics report |
AI agents in Dynamics 365 Customer Service/Dynamics 365 Contact Center
| AI agent | Description | Learn more |
|---|---|---|
| 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. | - Use Case Management Agent to create and update cases - Use Case Management Agent to resolve cases - Use autonomous agent to follow up and close cases |
| 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. | Use Customer Knowledge Management Agent to create and manage knowledge articles |
| Quality Evaluation Agent | Helps generate autonomous and AI-assisted assessments of customer interactions across cases and conversations using an evaluation framework defined by supervisors. | Use Quality Evaluation Agent to evaluate customer engagement |
| Customer Intent Agent | Uses generative AI to identify the most common intents and suggests new ones, helping you understand customer needs better. | Use Customer Intent Agent-based suggestions to handle conversations |
| 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. | Set up voice agents to use intents |
| 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. | Use intent-based routing to route conversations |
| Rollout manager | Helps AI administrators and supervisors adopt autonomous AI agents in a phased, guided, and controlled manner. | Use rollout plans to manage AI agents |
| Agent insights dashboard | Equips supervisors with real-time visibility into key performance indicators and operational trends regarding their AI agents. | View the Agent insights dashboard to monitor AI agent performance |
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
| Feature | Description | Learn more |
|---|---|---|
| Natural language questions | Ask questions in natural language about the data and information stored in the system. Use a library of predefined prompts to get Copilot working for you quickly. | Use Copilot in the Dynamics 365 Field Service web application |
| AI-powered work order update | Enable technicians to use natural language (text or speech) in the mobile app for Copilot to suggest and update work order fields, such as booking status, times, tasks, and line items. | AI-powered work order update (preview) |
| Work order summaries | Generate on-demand summaries of a work order to quickly see status, priority, related activities, and recommended next actions. | Enable work order summary with Copilot in Field Service |
| Inspection template creation | Upload PDFs or images and have Copilot convert them into draft inspection templates that can be edited, published, and added to work orders. | Create inspection templates with Copilot |
AI agents in Dynamics 365 Field Service
| AI Agent | Description | Learn more |
|---|---|---|
| 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. | Scheduling Operations Agent overview (preview) |
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 | Learn more |
|---|---|---|
| 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. | Collections coodinator sumary |
| 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. | Customer page summary |
| 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. | Workflow history summary |
| 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. | Enable agent management (production ready preview) |
AI agents in Dynamics 365 Finance
The following AI agent experiences are available in all Dynamics 365 Finance apps.
| Feature | Description | Learn more |
|---|---|---|
| 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. | Generative help and guidance with Copilot |
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 | Learn more |
|---|---|---|
| Record summarization | Generates a concise summary of key information from sales records such as leads, opportunities, and accounts. | Summarize records with Copilot |
| Embedded experiences | Integrates AI-generated summaries and insights directly within the lead and opportunity forms. | View the opportunity summary widget Lead summary after lead qualification |
| Recent changes to records | Highlights recent updates and changes to sales records help sellers stay informed about the latest developments to their records. | Ask Copilot about recent changes to your sales records |
| Information assistance | Provides content recommendations and answer to questions from documents stored in SharePoint. | Use Copilot to get content recommendations and answers from SharePoint |
| Meeting preparation | Helps sellers prepare for upcoming meetings by summarizing relevant information from sales records associated with the meeting. | Prepare for upcoming sales appointments |
| Email assistance | Helps sellers compose professional-looking emails, summarize email conversations to add to your customer notes, and give you reminders to follow up on unanswered emails. | Use Copilot Email assist Display unanswered emails |
| News updates | Summarizes relevant news updates about customers and prospects. | Show the latest news about an account |
AI agents in Dynamics 365 Sales
| AI Agent | Description | Learn more |
|---|---|---|
| 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 Qualification Agent |
| 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 - Research |
| 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 Close Agent - Engage |
| Sales Research Agent | Helps sales teams solve complex business questions through a dialog with their sales data using natural language. | Sales Research Agent |
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 | Learn more |
|---|---|---|
| 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. | Use Copilot in time entry |
| 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. | Copilot for project overview |
AI agent capabilities in Dynamics 365 Project Operations
The following AI agent experiences are available in Dynamics 365 Project Operations.
| Feature | Description | Learn more |
|---|---|---|
| Time Entry Agent (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. | Time Entry Agent |
| Expense Agent (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. | Expense Agent |
| Approvals Agent (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. | Approvals Agent |
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 | Learn more |
|---|---|---|
| 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. | AI summaries with Copilot |
| 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. | Analyze demand plans with Copilot |
| 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. | Workload insights with Copilot in the Warehouse Management mobile app |
AI agent capabilities in Dynamics 365 Supply Chain Management
The following AI agent experience is available in Dynamics 365 Supply Chain Management
| Feature | Description | Learn more |
|---|---|---|
| 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. | Automate procure-to-pay tasks with supplier communications agent |
Copilot apps
This section provides an overview of AI features in Copilot apps that work with Dynamics 365 data.
Sales in Microsoft 365 Copilot
| Feature | Description | Learn more |
|---|---|---|
| Microsoft Outlook | ||
| View email summary | View email summary enriched with sales insights from your CRM within Outlook. | View email summary |
| Draft email responses | Draft email responses that include sales insights from your CRM within Outlook. | Draft email responses |
| View opportunity summary | Get context from your CRM, such as the customer's questions and concerns and notes you and your colleagues took, and feel more confident and in control when meeting with customers. | View opportunity summary |
| View suggested CRM updates | Update your CRM with suggested changes based on your interactions and insights. | View suggested CRM updates |
| View customer communication | Get a chronological view of your interactions with a customer, including meetings. It helps you catch up and gain insights into all the activities that happened for a given opportunity. | View customer communication |
| View opportunity insights | Get a consolidated view of opportunity-related meetings, highlighting risks and upcoming actions to help you stay updated without leaving Outlook. | View opportunity insights |
| View insights from partner applications | View records that are related to CRM records and activities that are related to CRM opportunities from partner applications within the Sales app. | View insights from partner applications |
| Share insights from Outlook to Teams | Share key email information generated by the Sales app from Outlook to any individual chats, group chats, meetings or channels in Teams. | Share insights from Outlook to Teams |
| Microsoft Teams | ||
| Meeting preparation card | See the latest information and out-of-the-box insights about the opportunities derived from your past customer interactions such as emails and meetings as well as CRM. | View meeting preparation card |
| View daily summary of upcoming meetings | Get a single notification summarizing the next five upcoming sales meetings. It helps you stay organized and reduces notification fatigue while delivering critical insights. | View daily summary of upcoming meetings |
| View sales insights in Microsoft Teams meeting recap | Get summarized meeting insights and meeting recaps to grow customer relationships and close deals. | View sales insights in Microsoft Teams meeting recap |
| Create Planner tasks | Easily capture and track tasks that are discussed during their conversations. | Create Planner tasks |
| Cross-app | ||
| Work with Sales Agent - Lead research | Get a comprehensive overview of the research conducted on your leads. This includes insights into the lead's company, recent news, and other relevant information that can help you tailor your outreach strategy. | Work with Sales Agent - Lead research |
Service in Microsoft 365 Copilot
| Feature | Description | Learn more |
|---|---|---|
| Outlook | ||
| View case summary | Get a concise AI-generated summary of a customer case directly in Outlook so you can quickly understand the case history and next steps. | View a case summary in Outlook |
| Get key email information and draft replies | Receive suggested replies and important email context enriched with case and conversation details from your CRM, helping you respond faster and more accurately. | Get key email information and draft replies |
| Save emails and meetings | Save interactions from Outlook into your CRM system to maintain complete records of customer conversations. | Save emails and meetings |
| Teams | ||
| View a case summary | Access an AI-generated case summary directly within Microsoft Teams, giving you a quick, consistent understanding of customer issues before or during engagement. | View a case summary in Teams |
| Chat with Service data in Microsoft 365 Copilot (preview) | Use natural language prompts in Teams to retrieve case information, CRM records, and relevant knowledge so you can act quickly without navigating multiple systems. | Chat with in Microsoft 365 Copilot data (preview) |
| View and update CRM records | View CRM data related to customers interactions and update records directly from Teams, helping streamline workflows across support channels. | View and update CRM records in Teams |
| Cross-app | ||
| Ask a question | Get answers to questions without having to search for information. Copilot quickly retrieves information, generates summaries for cases, and gets the required details about case data. | Ask a question |
| Generate case summary | Automatically generate summaries of customer service cases using AI-powered insights from emails, conversations, and CRM data. | Generate case summary |
| Generate case resolution notes | Generate resolution notes based on the case details, emails, and notes linked to the case to help you close the case or incident faster. | Generate resolution notes |
| Generate conversation summary | Receive an AI-generated summary of customer calls or chats to quickly understand what occurred and determine next steps. | Generate conversation summary |
| Write an email | Generate context-aware customer email drafts directly from case or conversation details, increasing efficiency and consistency. | Write an email |
Related information
- Copilot and AI features in Power Apps
- Using Microsoft Copilot: Working with prompts and generative AI
- Copilot learning hub
- Quickstart: Create and deploy an agent in Copilot Studio
- Adopt, extend, and build Copilot experiences across the Microsoft Cloud
- The Art and Science of Working with AI
- Microsoft Certified: Azure AI Fundamentals