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Maximizing the Benefits of Copilot in Dynamics 365: Best-Practices and Strategies for Users

by Jamie Evans
Technical Director, PragmatiQ
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Microsoft has added its AI assistant, Copilot, to the applications across the Microsoft Dynamics 365 suite. To fully harness the potential of Copilot, it's crucial to understand the capabilities that have already launched, whether they are a fit for your organization, and how to get the most out of them.

Let’s explore some of the guidance we share with our clients on how best to approach Copilot capabilities that they are beginning to see in their solutions.

When to leverage Copilot

Copilot has been automatically enabled across the D365 applications; however, organisations can choose when to turn it on or off. In general, Copilot should be turned on when users are ready to integrate AI into their daily workflows for tasks such as email composition, case summarisation, and querying. 

Early adoption of new features can be beneficial, as it often leads to faster acclimatisation and higher returns in the future. Therefore, it is recommended that Copilot be introduced to users as early as possible to maximise its future benefits.

Best Uses for Copilot

Copilot is relatively new to the Dynamics 365 space, as such we have seen a continuous stream of new uses and scenarios come into play since its launch. We anticipate that the uses of Copilot will only increase in the future. 

In its current form, Copilot in Dynamics 365 is best used for its basic functionality including:

  • Case Summaries: Copilot can provide quick summaries of cases, highlighting key issues, recent actions, and outcomes.
  • Email Composition: Quickly create an email using Copilot, reducing time spent on repetitive email creations.
  • Querying: Ask Copilot any question about your current records and it will provide an answer for you, making it easy to find relevant information at the click of a button.

Best Practices for Using Copilot

Querying with Precision

Copilot email generation

Copilot's ability to answer questions and provide insights is valuable, but it requires precise input. Users need to be trained on:

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About Jamie Evans

Jamie Evans is the Technical Director at Pragmatiq. Throughout the past 17 years, Jamie has worked with multiple on-premises and cloud solutions. In 2017, Jamie co-founded Pragmatiq, a Microsoft Solutions Partner who design, develop and implement bespoke technology solutions leveraging Microsoft Dynamics 365 and the Power Platform.

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