Microsoft Copilot for Sales and Copilot for Service are now available

Microsoft is dedicated to helping organizations transform the way people work using secure, enterprise-grade Artificial Intelligence (AI) capabilities, regardless of the business applications on which teams rely. You can now easily integrate Copilot's role-specific skills into Microsoft 365 applications and customer relationship management (CRM) and contact center systems for sales and customer service professionals.

Microsoft Copilot for Sales and Microsoft Copilot for Service bring together the power of Microsoft Copilot for Microsoft 365 with role-specific information and actions to simplify business processes, automate tasks, and unlock creativity. 
 

Transform sales productivity with Copilot for Sales

Microsoft works every day to provide an AI solution that meets the needs of sales teams. Copilot for Sales builds on Copilot for Microsoft 365, enhancing it with connectivity to CRM platforms such as Microsoft Dynamics 365 Sales to bring sales-specific information and recommendations to applications such as Outlook, Microsoft Teams, Word, and Excel.

Copilot for Sales currently helps sales teams and sales managers to:

• Generate meeting preparation summaries in Word.
• Summarize emails and present relevant purchase intent and budget, authority, need, and time analysis in Outlook.
• Generate email messages in Outlook with relevant information about products, accounts, relationships, and opportunities from the CRM system and Microsoft Graph.
• Add contacts and update CRM records directly from Outlook.
• View meeting preparation notes and real-time sales information during calls in Teams.
• View sales meeting summaries in Teams with conversation analysis, keywords sales KPIs, and suggested tasks.
• Create collaborative business rooms in Teams that synchronize with CRM data.

Copilot for Microsoft 365 is also included in Copilot for Sales and provides additional productivity enhancements, such as:

• Generating PowerPoint presentations.
• Generating plans and organizing team information in OneNote.
• Asking questions in natural language to follow up interactions with customers using the Microsoft Copilot chat experience.

 

Transforming the employee experience with Copilot for Service

Copilot for Service is the next step in Microsoft's journey to help organizations realize the benefits of generative AI by extending existing investments in CRM and contact center solutions. 

Copilot for Service unlocks the organization's knowledge to accelerate integration and case resolution, improve efficiency, and automate tasks for employees in their workflow. Without costly development time, organizations can simply point to their data and, within minutes, unlock generative AI-based conversations in their knowledge bases. Employees can access this knowledge via a copilot embedded directly in their CRM, as well as in the other tools they already use daily, such as Outlook and Teams.

Currently, Copilot for Service can help companies to:  

• Enable AI-based conversations across all data with simplified access, SharePoint, knowledge base articles, and offline files.
• Access knowledge sources with pre-built integrations.
• Embed a copilot on employees' desktops and other channels to provide support where they work.

Copilot for Microsoft 365 is also included in Copilot for Service. Microsoft has introduced additional features in Microsoft 365 applications that will integrate data from CRM systems, including Microsoft Dynamics 365 Customer Service:

• In Outlook, use Copilot to summarize and compose emails, access case summaries, browse and update CRM records, and schedule meetings based on case summaries and other relevant information from CRM records.
• In Teams, use Copilot to browse and update CRM records during a meeting, as well as to recap meetings, suggest follow-up action items, and create tasks that can be saved in CRM systems directly from Teams.
• In the Microsoft Copilot chat experience, use Copilot to ask questions about cases and contacts, as well as summarize cases, all from CRM data.

Microsoft Copilot for Sales and Microsoft Copilot for Service include a license to use Copilot for Microsoft 365. To find out more, contact Hydra iT!