For nearly 10 years, Dynamics 365 CRM has helped businesses build better relationships with their customers (and prospects). Copilot features in Dynamics take this even further by greatly extending the capabilities of the CRM.
Through Copilot, businesses can use Dynamics to streamline workflows and processes, automate time-consuming tasks, make informed strategic decisions using AI insights on their data, and much more.
In this article, we’ll look at the capabilities that Copilot brings to the most popular modules in Dynamics 365 and Business Central. For each module, we’ve included a handy list of features, as well as a summary of the benefits to businesses.
Copilot features in Business Central
Copilot in Dynamics 365 Business Central is an efficiency-boosting powerhouse. It allows employees to navigate data and records with a simple, conversational prompt. It gives business leaders access to powerful AI insights on data across multiple teams or departments.
It can also be used to automate routine, time-consuming tasks – saving hours across your business every week. If that doesn’t sound like a lot, consider that over 250 working days in a year, 30 minutes adds up to a staggering 15 days of work.
The features of Copilot in Business Central include:
- Natural language chat interface for record lookup and navigation
- AI-generated product descriptions
- Enhanced bank reconciliation with AI matching and ledger suggestions
- E-invoice matching
- Inventory forecasting
- Late payment prediction
- Cash flow analysis
- Workflow automation via Power Automate
- Natural language queries for operations and finance data
These features greatly reduce time spent on manual admin like reporting, data matching, and product description creation – while ensuring consistency and quality by reducing opportunities for human error. They also give businesses more visibility on inventory and stock, allowing them to forecast needs more effectively and minimise the risk of a stockout.
For senior leaders, Copilot in Dynamics makes strategic planning easier and more effective – as they can use AI insights on data, processes, and market trends to inform decision-making.
Copilot features in Dynamics 365 Customer Service
The Copilot features in Dynamics 365 Customer Service are designed to increase employee productivity, raise customer satisfaction rates, and help business leaders manage more proactively. They include (but are not limited to):
- Automated case and conversation summaries (for chat and email)
- Suggested next-best-steps based on case context and sentiment
- Automated follow-up email creation, which employees simply review and sign off on
- Integrated knowledge articles, which are presented to employees when needed
- AI-powered insights on historic trends, customer data, and business processes
- A natural language chat to help employees navigate cases and customer data
These features allow representatives to quickly familiarise themselves with new cases, personalise communications, and provide helpful and accurate support more consistently. For businesses using Dynamics Customer Service, this means better first-contact resolution rates and greater customer satisfaction overall.
Business leaders can also leverage AI insights on trends, service gaps, and team performance to drive strategic improvements and make informed, data-driven decisions quickly.
These features also benefit onboarding and new employees. Like all representatives, they receive contextual guidance in the form of case summaries, integrated knowledge articles, and suggested next steps. These help new starters get up to speed faster and with fewer errors, building their confidence while maintaining service quality for customers.
While Dynamics 365 is highly valuable in its own right, Copilot adds powerful capabilities that drive quality and consistency for customer service. And new Customer Service features coming to Dynamics in 2025 will extend capabilities even further.
Copilot features in Dynamics 365 Sales
Copilot in Dynamics 365 Sales is all about improving efficiency – for employees and the wider organisation. Copilot features like summaries and automated email creation help salespeople spot opportunities, close deals more consistently, and grow their pipeline with less effort. While predictive analytics and AI insights help sales leaders drive process and performance improvements, or make strategic decisions based on market trends. The features that Copilot brings to Dynamics Sales include:
- Contextual summaries for deals, records, and account changes
- Auto-generated summaries for customer meetings
- AI insights on performance, processes, and pipeline
- Predictive analytics based on real-time data
- Automated lead research and qualification (more on this in our summary of Dynamics 365 Sales updates for 2025)
- Customer and prospect monitoring capabilities
Businesses using Copilot in Dynamics benefit from more focused, effective salespeople with more proactive leaders at the helm. Ensuring they can meet revenue targets and scale sales operations – without added pressure to hire.
Copilot features in Dynamics 365 Field Service
Field Service technicians using Copilot in Dynamics 365 Field Service are more productive, as they are more informed and better equipped to resolve issues quickly. Dispatchers are also able to make smarter scheduling decisions and distribute resources more effectively – reducing costs for the wider business and improving resolution rates.
Features that contribute to this include:
- Work order summaries and recaps for recent changes
- Natural language queries with Copilot for technicians and dispatchers
- An integrated knowledge library for common queries, with contextual sharing capabilities
- AI-powered task automation and scheduling recommendations
- A fully automated scheduling agent, coming in March 2026
These features help businesses scale field service operations, while reducing the need to hire; ensuring leaders can drive efficiency, dispatchers can make smart scheduling decisions, and technicians can resolve issues faster and more consistently.
Copilot features in Dynamics 365 Finance
Before the addition of Copilot, Dynamics 365 Finance was already a go-to solution for large businesses with complex accounts, financial records, and process requirements. The addition of AI-powered guidance and insights, as well as task automation capabilities, takes this even further.
Features included in Dynamics 365, courtesy of Copilot, include:
- A natural language chat interface for record lookup and queries
- Guided assistance and contextual information directly in the CRM
- Automated workflow, case creation, and collection summaries
- Real-time cashflow forecasting
- Predictive risk alerts
- AI insights on cross-departmental data
Through these, businesses can scale financial operations while improving processes and optimising their revenue spend. They’re also benefitting from better visibility of cash flow and predicted performance, and more productive employees.
The new Feedback Agent analyses sentiment and collects feedback in real-time, directly from the chat or channel being used to communicate. It then analyses this data and shares it with supervisors.
Surveys and feedback questions can be customised in the Copilot Studio visual editor and are optimised for performance – so it won’t negatively impact load times or the overall customer experience. This powerful new agent will give businesses a better understanding of customer experience and allow teams to respond proactively when sentiment is poor.
Want to use Dynamics 365's Copilot features?
Copilot in Dynamics 365 adds capabilities that support businesses, teams, and their customers. Teams can work faster and more accurately, leaders can make strategic decisions and drive improvements, and businesses can “do more with less”, as the Microsoft saying goes.
To see how businesses like yours are using Dynamics 365 to gain a competitive edge, download the Dynamics of Success report via the banner below.
