Microsoft Copilot for Sales, Customer Service and Finance


16 jan 24 Författare: Kjeld Larsen

Now generally available, Microsoft Copilot for Sales and Microsoft Copilot for Service bring together the power of Microsoft Copilot for Microsoft 365 with role-specific insights and actions to streamline business processes, automate repetitive tasks, and unlock creativity. Both provide flexibility to integrate with your existing contact center and CRM systems, such as Salesforce and ServiceNow, to get more done with less effort.

Microsoft Copilot for Sales – now available in CSP

Microsoft Copilot for Sales brings together the power of Copilot for Microsoft 365 with seller workflows. Copilot for Sales helps sales teams save time and energy, generate innovative ideas, build stronger customer relationships, and ultimately close more deals.

  • Microsoft Copilot for Sales leverages data from their CRM platform, as well as large language models and data from Microsoft Graph, Microsoft 365 apps, and the internet.
  • Works with Salesforce Sales Cloud and Dynamics 365 Sales and can be configured to connect to other sales solutions.

Copilot for Sales includes Copilot for Microsoft 365 and helps sellers and sales managers:

  • Get quick insights on conversion and win rate, sales cycle, and pipeline from within Microsoft 365 apps.
  • Generate sales meeting preparation briefs in Word.
  • Summarize emails and surface relevant buying intent and budget, authority, need, timing (BANT) analysis in Outlook.
  • Generate emails in Outlook with relevant product, account, relationship, and opportunity information from their CRM system and Microsoft Graph.
  • Add leads and update CRM records directly from Outlook.
  • View meeting preparation notes and real-time sales insights during calls in Teams.
  • View sales meeting summaries in Teams with conversation analysis, sales keywords and KPIs, and suggested tasks.
  • Create collaborative deal rooms in Teams that sync with CRM data.

Microsoft Copilot for Service – now available in CSP

Modernize your contact center with a copilot designed for service.

  • Help agents be more productive and better serve customers with a copilot available where your agents work—such as Microsoft 365 apps, CRM services, and other tools.
  • Use out-of-the-box integrations with services such as Salesforce, ServiceNow, and Zendesk
  • Enable generative AI-powered conversations across all of their data with simplified point-and-click access to public websites, SharePoint, knowledge base articles, and offline files.

Copilot for Service includes Copilot for Microsoft 365 and extends your existing contact center with generative AI to enhance service experiences and boost agent productivity.

  • In Outlook, use Copilot to summarize and draft emails, access case summaries, browse and update CRM records, and schedule meetings informed by 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 recap meetings, suggest follow-up action items, and create tasks that can all be saved to CRM systems directly from Teams.
  • In the Microsoft Copilot chat experience, use Copilot to ask questions over cases and contacts, as well as summarize cases—all from CRM data.

Microsoft Copilot for Finance is a new Copilot experience for Microsoft 365 that unlocks AI-assisted competencies for financial professionals, right from within productivity applications they use every day.

Copilot for Finance connects to existing financial systems, including Dynamics 365 and SAP, to provide role-specific workflow automation, guided actions, and recommendations in Outlook, Excel, Teams and other Microsoft 365 applications.

Copilot for Finance is available now in public preview.

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