Copilots are all the rage in the CRM and Power Platform world these days, and for good reason. It is quite literally transformative. Even if your organization doesn’t yet have Copilot licensing, here are three things you can do by using the Copilot inside of Dynamics 365:
- View timeline highlights
- Draft & write emails
- View record summary
All three are available within Dynamics 365 using the “Copilot in” technology – which is different than the “Copilot for” technology powering the separately licensed add-ons. You will not need additional Copilot licensing to use these three items – they are included with your Dynamics 365 online licensing (sorry On-Premises friends, this is a cloud-only feature!).
View Timeline Highlights
From within the Timeline of a record, click on Highlights to expand the Copilot summarized highlights for that record’s tracked activities:
This summary is powered by generative AI and will save you time by eliminating the need to expand and read all related activities. Users will see a quick bulleted list that captures an overview of notes, emails and other activities associated with the record they are working on.
The Copilot-created timeline highlights are available in Dynamics 365 Customer Service, Dynamics 365 Sales, Dynamics 365 Customer Insights Journeys, Dynamics 365 Field Service and custom model-driven Power Apps.
Draft and Write Emails
An excellent way to leverage Generative AI inside of Dynamics 365 is to let Copilot help you draft and write emails. The AI-generated drafts are based on your prompt, recent emails and other related information on the CRM record. Select from a pre-defined category, or simply add your own natural language prompt and AI will suggest content. After the AI-generated content is created, you can use it as-is or modify it in several ways.
Let’s walk through an example of how you can use this feature inside of Dynamics 365 for Customer Service:
- Open an email from a Case inside of Dynamics 365 for Customer Service.
- In the email, click Reply.
- Find the Draft with Copilot box and select from a suggested email, or use Describe what you need for a custom response. In this example, we will select the option to Emphasize with feedback.
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- A draft response will be generated. Use the Copilot box to revise or keep it as is. Use these buttons to help adjust length (short, medium or long) and tone (friendly, professional or formal) – as well as to translate into different languages.
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- Once you have it as you like it, click the Keep it button, made any additional updates, then send the email.
View Record Summary
Similar to the timeline summary, this feature allows you to see a record-level AI-generated summary. Found above the timeline, simply expand Summary to see a summary of everything happening to this record. 
Once expanded, Copilot will provide a simple summary of the record, including the timeline: 
You can copy this summary and use the Translate button to translate it into a different language.
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