Community Summit 2024: Dynamics 365 Customer Engagement moves sales into more scenarios

Copilot tools in Dynamics 365 and Power Platform have been “experienced” by 130,000 organizations, Microsoft says. And internal tracking by Microsoft of customers’ copilot use has shown faster adoption than what Microsoft expected, according to Jason Kim, Microsoft GM for FastTrack Dynamics 365 and partner success.

Kim addressed Dynamics 365 Customer Engagement and Power Platform attendees at the Community Summit 2024 keynote, urging them to start testing the existing copilot tools that have made their way into the CE apps. Microsoft is headed toward “platform convergence for autonomous customer experience,” he explained, with a future that will be driven by autonomous sales and contact center functions. These priorities will “light up more so that you can really see the tangible value from the end user perspective.”

Sales-based roles in organizations are morphing, Microsoft believes, and their set of applications should reflect that. For example, a person providing services to a customer might also be selling to them, Kim said. As such, the Dynamics 365 product line’s vision and roadmap will reflect that market shift by focusing on delivering a apps that encourage a unified customer experience. The three main scenarios Kim identified were: