Imagine you run a business that gets dozens or hundreds of order requests via email every day from new clients or repeat customers. Normally, each request follows a long manual sequence – first reading the email, then validating customer details, checking item availability in inventory, preparing a quote, sending it to the customer, waiting for confirmation, and finally creating the sales order.

This step-by-step process is time-consuming, prone to errors, and consumes a significant amount of your team’s time.

That’s where the Sales Order Agent in Dynamics 365 Business Central comes in. This AI-powered helper reads incoming customer emails, extracts order details automatically, checks inventory, drafts quotes or orders and much of it happens without manual data entry.

Use Case – Example Scenario

Imagine you run a small-to-medium distribution business. A customer sends an order request to your shared sales email:

“Please supply 50 units of Product A and 30 units of Product B – delivery within 15 days. PO #12345.”

Here’s how Sales Order Agent handles it:

1. The Sales order agent monitor’s the email and spots new message within shared mailbox.
2. It identifies the sender as one of your registered customers in Business Central.
3. It reads the email, extracts requested items and quantities. If any detail is missing (e.g. delivery address, product variant), the agent can ask follow-up questions via email.
4. It checks inventory for the requested items and verifies availability.
5. The agent drafts a sales quote – with item details, prices, taxes, delivery dates and formats it as a PDF, and prepares it for customer approval.
6. You or a team member reviews the quote in Business Central. If everything looks good, you approve and send it.
7. Once the customer confirms, the agent automatically converts the quote into a sales order and emails confirmation to the customer by completing the process from email request to final order.

Steps to Configure Sales Order Agent

1. Enable Prerequisites in Business Central

Before configuring the Sales Order Agent, ensure that Copilot and Agent capabilities are enabled in Business Central.

“These features are available starting from the 2025 Release Wave 2.”

• Activate Sales Order Agent
  

  Activating the Sales Order Agent allows Copilot to start reading incoming sales emails and assist with quotes and orders.

Key Options:

• Activate Sales Order Agent:

Enables the agent to process incoming sales inquiries.

• Manage User Access:

Define which users can view and interact with the Sales Order Agent.

• Monitor Incoming Information

Choose the mailbox the agent will monitor.

• Microsoft 365 – Sends emails using your organization’s Microsoft 365 mailboxes.
• Current User – Sends emails from the logged-in user’s own Business Central account.
• SMTP – Sends emails through any external SMTP server you configure.

• Default language for responses

Set a default language for all AI-generated responses.

2. Defining Agent Automation and Review Steps

Choose which actions the agent should perform automatically and where human review is required.

• Respond to Inquiries
  

Controls how the agent responds to incoming inquiries, including:

• Sender type (registered or unregistered)
• Item availability checks

• Create Sales Documents
  

Defines whether the agent:

• Automatically creates sales quotes
• Sends quotes for confirmation
• Converts accepted quotes into sales orders
• Requires user review before sending or creating documents

3. Configure the Mailbox

Specify a shared Microsoft 365 mailbox that the agent will monitor for incoming sales inquiries.

4. Activate the Agent

• Once all the configuration is completed, turn on the agent.
• Business Central’s internal email processor will then monitor the mailbox and trigger the agent whenever a new email arrives.

5. Monitor & Review

   Agent Activity
   

• Use the “Copilot pane” or timeline view to see all actions the agent performs:
• Quotes created
• Orders generated
• Emails drafted or sent
• Record updates performed by the agent

You retain full visibility and control over all agent actions.

• When Agent Receive/Reads the Mail:

Note:

Verify that the configured mailbox is a valid Microsoft 365 (Exchange Online) mailbox, is accessible within the same tenant, has Full Access permissions assigned, and is properly connected in Business Central so the Sales Order Agent can read and send emails without access issues.

6. When the Email Is Reviewed
   

• The agent automatically checks whether the sender already exists in the database.

• If the sender is not found, the agent allows the creation of a new contact.

7. After the Reviewing the Incoming Mail

After reviewing the Mail:

• You can provide a custom prompt to guide the agent’s response, or
• Click Continue, allowing the agent to automatically generate the Quote and draft or send the email.

8. Customer Responds with Required Details
   

The customer replies with all necessary information needed to finalize the quote, such as item confirmation, quantities, delivery preferences, or additional requirements.

9. Quote is reviewed by the user.

The Sales Order Agent prepares the quote, which is then reviewed by the salesperson to ensure pricing, availability, and terms are accurate.

Quote Visibility in Dynamics 365 CRM (Sales)

At the same time, the quote is synchronized to Dynamics 365 CRM, ensuring sales teams have real-time visibility without switching systems.

When Dynamics 365 CRM (Sales) is integrated with Business Central, all sales documents created by the Sales Order Agent in Business Central are automatically synchronized and visible in CRM. Learn more about setting this up in Microsoft’s official documentation: Integrating Business Central with Dynamics 365 Sales. https://learn.microsoft.com/en-us/dynamics365/business-central/admin-prepare-dynamics-365-for-sales-for-integration

As soon as the Sales Quote is created in Business Central, it becomes available to CRM users in near real time through standard integration mappings. 

Once this integration is configured, any quote created by the Sales Order Agent in Business Central will be mirrored into CRM, giving sales teams near-real-time visibility without needing to switch applications

10. Quote Send to Customer

After approval, the Sales Order Agent sends the finalized sales quote as a PDF to the customer via email.

After Quote Confirmation
Once the customer approves the quote, the Sales Order Agent automatically converts it into a sales order and sends an order confirmation to the customer, completing the end-to-end sales process.

FAQs

1. What is the Sales Order Agent in Dynamics 365 Business Central?

The Sales Order Agent in Dynamics 365 Business Central is an AI-powered Copilot feature that automatically processes customer order requests received via email. It reads incoming emails, identifies customers, extracts order details, checks inventory availability, creates sales quotes, and converts approved quotes into sales orders with minimal manual intervention.

2. How does the Sales Order Agent create sales orders from emails?

The Sales Order Agent monitors a shared mailbox, analyzes incoming customer emails, extracts product and quantity information, validates customer records, checks inventory, and drafts sales quotes. Once the customer approves the quote, the agent automatically converts it into a confirmed sales order in Business Central.

3. Can Sales Order Agent work with shared mailboxes in Microsoft 365?

Yes, the Sales Order Agent supports shared Microsoft 365 (Exchange Online) mailboxes. The mailbox must be in the same tenant, properly connected to Business Central, and have Full Access permissions assigned for the agent to read and send emails.

4. Does Sales Order Agent require human approval before sending quotes or orders?

Sales Order Agent is configurable. Businesses can choose full automation or require human review before quotes are sent or orders are created. This ensures accuracy while maintaining control over pricing, availability, and customer communication.

5. What happens if the email sender is not an existing customer?

If the Sales Order Agent cannot find the sender in Business Central, it allows the user to create a new contact or customer record. Once created, the agent continues processing the request without interrupting the workflow.

Wrapping Up

Sales Order Agent transforms how businesses handle order processing converting a traditionally manual, time-consuming workflow into a fast, AI-driven automation. By reading customer emails, identifying customers, checking inventory, drafting quotes, and converting orders all with minimal human effort it speeds up the sales cycle, reduces errors and boosts productivity. And yet, it keeps your team in control, with full transparency and oversight.

If your business handles email-based orders regularly especially at scale integrating Sales Order Agent into Dynamics 365 Business Central can deliver significant efficiency gains and help you manage growth smoothly.

The post Automate Order Processing: Connect Dynamics 365 CRM & Business Central with Co-pilot Sales Order Agent first appeared on Microsoft Dynamics 365 CRM Tips and Tricks.

Organizations generate thousands of documents across SharePoint, including contracts, invoices, proposals, technical specifications, HR files, SOPs, and more.

But finding the right document at the right moment is where the real challenge lies.

AI tools like Microsoft Copilot, when combined with modern semantic search and Azure AI Search, are reshaping how business users discover, understand, and use document-based knowledge—reducing search time from minutes to seconds.

Today’s blog explores the top Copilot features that enhance SharePoint document search and turn Microsoft 365 into a powerful, conversational knowledge hub.

Why Traditional SharePoint Search Falls Short

Keyword search was never designed for today’s volume of data. Users face issues like:

• Difficulty locating the right version of a document
• Missing results due to mismatched keywords
• Time spent browsing long PDFs, contracts, and presentations
• Inability to perform cross-document summaries
• Limited contextual understanding

This is exactly where AI-powered SharePoint search changes everything.

How Copilot Enhances SharePoint Document Search

Copilot enables semantic, conversational, and intent-aware search across your SharePoint content.

Instead of typing keywords, users can simply ask:

“Give me a short summary of all Q4 invoices stored in SharePoint.”
“Show me the risks mentioned in the contract signed with Contoso.”
“Provide the billing details for invoice INV-01002-Q3L3L2.”

And Copilot generates a clear, consolidated answer with citations within seconds.

AI Semantic Search + Azure AI Search: The New Search Backbone

Behind the scenes, Copilot leverages:

• Azure AI Search
• Semantic Indexing for SharePoint
• Intent understanding
• Natural language query processing
• Large-scale cross-document retrieval

The result? Copilot doesn’t just find documents; it understands their meaning.

Copilot in Microsoft Teams: Search Information Without Leaving the Call

During a live Teams call, users can ask:

“Summarize the latest billing document for Project Neid.”
“Pull the contract details approved last week.”

Copilot instantly retrieves the relevant SharePoint content, even if it lives in a different site, library, or folder.

This is especially impactful for:

• Sales calls
• Project discussions
• Customer escalations
• Leadership reviews

Copilot in SharePoint: Ask Questions, Get Answers

Inside SharePoint, Copilot acts as a knowledge assistant.

You can ask:

“Provide insights from all technical design specs related to the Q3 rollout.”

And Copilot responds with synthesized insights instead of links to browse manually.

Copilot for Outlook & Dynamics 365: Enterprise Search Everywhere

The power of SharePoint search doesn’t stay in SharePoint.

Copilot brings AI search to:

• Outlook → Draft emails based on SharePoint documents
• Dynamics 365 CRM → Pull summaries when interacting with customers
• Power Apps → Enable document intelligence in custom apps

This ensures knowledge is available wherever users work.

Conversational & Context-Aware SharePoint Search

With context retention, users can ask follow-up questions:

“For invoice INV-01002-Q3L3L2, what is the total billed amount?”
“Now show me the breakdown of line items.”

Copilot understands the topic you’re referring to and maintains continuity—just like a human assistant.

Cross-Document Understanding & Smart Citations

Copilot scans multiple SharePoint files at once and produces:

• Summaries
• Insights
• Bulleted explanations
• Comparisons
• Consolidated reports

Every answer includes citations to the exact SharePoint files used—ensuring transparency and auditability.

Example:

“Provide a short summary of all invoices.”

Copilot reviews every invoice document and returns a single, clean summary with links.

Secure Search with SharePoint Permissions

Copilot respects SharePoint’s native permission model.
Users only see results they have access to.

Example:

• John has access → Copilot retrieves invoice INV-01002-Q3L3L2
• Jonas doesn’t have access → Copilot shows nothing

This ensures compliance, security, and privacy without any manual configuration.

Tabular AI Responses for Faster Decision-Making

Copilot can convert extracted information into instant tables:

• Invoice lists
• Contract comparison columns
• Risk matrices
• Billing breakdowns
• Metadata summaries

This helps teams analyze data quickly without manually formatting spreadsheets.

Multi-Language Search for Global Teams

Copilot supports multilingual semantic search, ideal for organizations across:

• India
• Australia
• Europe
• Middle East
• North America
• Any

Users can query and receive answers in their native languages, boosting collaboration and accessibility.

AI-Powered Email Drafting Based on SharePoint Content

A standout capability:

Copilot can generate professional email drafts using insights from the documents you reference.

Example:

“Draft an email to the finance team summarizing invoice INV-01002-Q3L3L2.”

Copilot instantly produces a polished draft you can send from Outlook.

Why Combine Copilot + Azure AI Search + SharePoint + Teams/Outlook/Dynamics 365?

Because together, they deliver:

• Faster decision-making
• Reduced manual search effort
• Instant knowledge extraction
• Secure, permission-trimmed results
• Modern AI-driven enterprise search experience
• Cross-document intelligence

This combination transforms SharePoint from a storage system into a smart corporate brain.

Conclusion

Copilot is redefining SharePoint search by layering semantic intelligence, natural language understanding, and AI summarization across Microsoft 365.
From Teams calls to SharePoint libraries and Outlook emails, AI-powered search is becoming the default way organizations find information.

The future of SharePoint is conversational, semantic, real-time, and AI-driven.

Ready to Enhance Your SharePoint Search with AI?

If you want to implement AI-driven semantic search, Copilot-driven document insights, and enterprise-grade, permission-aware knowledge discovery, request a personalized walkthrough.

For more details, visit the Inogic Website or Microsoft Marketplace.

Reach us at crm@inogic.com to get a demo of Copilot-powered SharePoint document search (AI-based).

The post The Ultimate Guide to AI Semantic Search in SharePoint with Microsoft Copilot first appeared on Microsoft Dynamics 365 CRM Tips and Tricks.

Deep Reasoning in Microsoft Copilot Studio enables AI agents to analyze multi-step support scenarios, evaluate historical case data, apply business rules, and recommend well-reasoned actions similar to how an experienced support specialist thinks.

AI agents are becoming a core part of customer service operations, but traditional conversational models often struggle when scenarios become complex, like diagnosing a multi-step issue, understanding multi-turn case histories, or recommending the next best action.
Microsoft’s new Deep Reasoning capability in Copilot Studio (currently in preview) bridges this gap by enabling agents to think more logically and deliver more accurate conclusions.

This feature equips Copilot agents with advanced analytical abilities similar to how a skilled support specialist breaks down a problem, evaluates evidence, and suggests well-reasoned actions.

How Deep Reasoning Works

Deep reasoning is powered by an advanced Azure OpenAI model (o3), optimized for:

• Multi-step thinking
• Logical deduction
• Complex problem solving
• Chain-of-thought analysis
• Context comprehension across long conversations

When enabled, the agent automatically decides when to invoke the deep reasoning model, especially during:

• Complicated queries
• Multi-turn conversations
• Tasks requiring decision making
• Summaries of large case files
• Applying business rules

Alternatively, you can instruct the agent to explicitly use deep reasoning by including the keyword “reason” in your agent instructions.

Business Use Case:

Imagine a company that manages thousands of service cases, technical issues, warranty requests, customer complaints, and product inquiries.
Handling these efficiently requires deep understanding of:

• Historical case data
• Case descriptions across multiple interactions
• Dependencies (products, warranties, previous repairs, SLAs)
• Business rules
• Customer communication patterns

A standard AI model can answer simple questions, but when a customer or sales representative asks something like:

• Why was this customer’s case reopened three times?
• Given the reported symptoms and past activity, what should be the next troubleshooting step?
• Which SLA should be applied in this situation, and what is the reasoning behind it?
• Considering the notes from all three departments, what appears to be the underlying root cause?

Your agent needs more than a direct lookup.
It needs reasoning.

This is where Deep Reasoning dramatically improves the experience.

How to Enable Deep Reasoning in Copilot Studio (Step-by-Step)

Setting up deep reasoning in a Copilot Studio agent is straightforward:

Step 1. Enable generative orchestration

This allows the agent to decide intelligently which model should handle each part of the conversation.

Step 2. Turn on Deep Reasoning

When enabled, the o3 model is added to the agent’s orchestration pipeline.

Step 3. Add the reason keyword (optional but recommended)

Inside the Agent Instructions, specify where deep reasoning should be applied:

As mentioned in the screenshot below, the word “reason” is used twice to trigger deep reasoning in our custom agent.

Step 4. Connect data sources

You can link multiple sources such as:

• Dataverse Cases table
• Knowledge bases
• SharePoint documents
• Product manuals
• Troubleshooting guides

Deep reasoning enables the agent to interpret and analyze these materials more effectively.
For this example, I connected a Dataverse MCP server to provide the agent with improved access to Dataverse tables.

Step 5. Test complex scenarios

Ask real-world questions like:

• Analyze the case history and determine the most likely root cause.
• Based on the customer’s issue description, what steps should the technician take next?
• Explain why this case breached SLA.

You will notice the agent provides a structured, logical answer rather than surface-level information.

You can also verify that deep reasoning was activated by checking the Activity section.

Frequently Asked Questions About Deep Reasoning in Copilot Studio

What model powers Deep Reasoning in Copilot Studio?
Deep Reasoning is powered by the Azure OpenAI o3 reasoning model, optimized for multi-step analysis and logical deduction.

When should Deep Reasoning be used?
It should be applied to complex, multi-turn conversations involving business rules, SLAs, historical data, or decision-making.

Does Deep Reasoning replace standard Copilot responses?
No. Copilot Studio dynamically decides when Deep Reasoning is required, using standard models for simpler interactions.

Can Deep Reasoning analyze large case histories?
Yes. It is specifically designed to interpret long conversations and large volumes of contextual data.

Conclusion

By connecting rich data sources and enabling deep reasoning, the agent becomes significantly more capable of understanding complex case scenarios and providing meaningful, actionable responses. When tested with real-world questions, the agent demonstrates structured analysis, logical decision-making, and deeper insights rather than surface-level replies.

This ensures more accurate case resolutions, improved productivity, and a smarter, more reliable support experience.

The post How Copilot Studio Leverages Deep Reasoning for Intelligent Support Operations first appeared on Microsoft Dynamics 365 CRM Tips and Tricks.

In the modern digital landscape, data visualization and spatial intelligence are central to effective decision-making. Maps no longer just display locations, but

• interpret business movement,
• drive smarter workflows, and
• enable teams to act faster

Introducing MapCopilot, the latest innovation from the glorious Maplytics suite, designed for users of Microsoft Dynamics 365 and Dataverse who want to enjoy intelligent geo-mapping without the manual setup.

With MapCopilot, users no longer need to work with complex filters, remember specific map configurations, or toggle between tools. Instead, they can type or speak natural-language queries, such as:

“Show all active customers within 10 miles of downtown Chicago.”

Within seconds, MapCopilot interprets the prompt, applies the right filters, and displays a fully interactive map or optimized route, all within Dynamics 365.

Whether it’s plotting locations, performing proximity analysis, or designing efficient travel routes, MapCopilot transforms spatial data into actionable intelligence, making CRM navigation simpler, faster, and conversational.

Why MapCopilot Matters?

For most CRM users, performing spatial tasks, such as identifying nearby clients, analyzing data classifications, or optimizing routes, can involve multiple steps and configurations. Even with the powerful capabilities of Maplytics, some users prefer a more intuitive, quick, “ask-and-act” experience.

That’s where MapCopilot steps in. It eliminates manual input, reducing the effort to a single, human-like interaction.

Here’s how it transforms the experience:

• Fewer clicks, faster output: Ask “Find open opportunities within 15 km of my location” and get results instantly plotted.
• AI-powered understanding: Natural-language queries are converted into accurate mapping instructions without technical know-how.
• Integrated within Dynamics 365: No third-party navigation or switching of apps is required. MapCopilot works natively inside your CRM.

As a result, teams spend less time configuring and more time analyzing, planning, and executing.

Key Capabilities of MapCopilot

1. Conversational Mapping via Natural Language

With MapCopilot, maps become conversational. There’s no need to remember commands, syntax, or settings. You can simply type or speak what you need, and the AI interprets your intent.

Example commands:

• “Show all leads by industry within 5 km of New York City.”

• “Plan an optimized route for these five accounts.”
• “Find gas stations near ABC Corporation.”

This conversational design ensures every team member, regardless of technical background, can instantly gain spatial insight without relying on a GIS expert or admin.

2. Simplified Proximity and Radius Search

Forget manual setup for proximity analysis. You can now ask questions like:

“Show accounts within 5 miles of Nancy Thiel & Sons.”

MapCopilot automatically identifies the location, calculates distance, and displays relevant records complete with radius visualization and travel time estimates.

This capability is especially valuable for sales and service teams who frequently look for nearby leads, prospects, or assets to maximize daily coverage.

3. Route Optimization That Saves Time & Cost

Efficient travel planning is at the heart of field operations. MapCopilot makes this effortless.

Simply specify your destinations, or just ask, and the assistant builds the shortest, most efficient route, considering real-world factors like travel distance, stop sequence, and accessibility.

Resulting benefits include:

• Reduced travel time and fuel expenses
• Increased customer visits per day
• Improved productivity for every field rep

4. Points of Interest (POI) Location

MapCopilot goes beyond CRM data. It helps users identify Points of Interest (POI) Locations like airports, restaurants, repair shops, or gas stations around any given area, enhancing travel convenience and opportunity identification.

5. Work from Anywhere, Anytime

With distributed teams becoming the norm, MapCopilot ensures that location intelligence stays with you on the move.
Its native integration with Microsoft Dynamics 365 allows users to access mapping data, optimized routes, and analytical insights from any device, anytime.

6. Context-Aware Conversations

Unlike standard assistants that reset after each query, MapCopilot maintains context awareness.

Start with:

“Plot all opportunities in California.”
Then continue with:
“Now show only those with revenue greater than $10,000.”

MapCopilot remembers your previous query, applies filters dynamically, and refines the visualization, ensuring a smooth, conversational workflow.

Technical Framework and Integration

MapCopilot is built on the Maplytics framework, powered by Azure OpenAI and tightly integrated with Microsoft Dynamics 365 and Dataverse.

Key integration highlights:

• Embedded directly inside the Maplytics interface in Dynamics 365.
• No need for third-party apps or extensions.
• Fully compatible with web, tablet, and mobile experiences.
• Optimized for fast rendering using Dynamics 365 map panels.

From installation to execution, the setup process is streamlined and ready to use. Once Maplytics is deployed, MapCopilot becomes immediately accessible to all licensed users.

Real-World Application Scenarios

Field Sales Optimization

A regional sales manager can quickly ask:

“Show all open service leads within 50 kilometers of our warehouse.”
“Now optimize the route for visiting them.”

MapCopilot instantly visualizes the results, color-codes them by priority, and generates the most efficient travel path.

This eliminates manual scheduling and lets teams focus on closing deals, not plotting maps.

Results organizations have seen:

• Up to 20% reduction in transportation costs
• 30% shorter travel routes
• 40% faster decision-making through map visualizations

Customer Service & Field Support

Service dispatchers can instantly locate nearby technicians or customer sites by asking:

“Find available engineers within 10 miles of the reported service location.”

MapCopilot identifies suitable resources and even helps auto-schedule the task through Maplytics’ routing and scheduling modules.

Marketing & Campaign Targeting

Marketers can use MapCopilot to locate clusters of leads or customers within a defined region:

“Show contacts within 20 miles of Boston categorized by campaign type.”

These insights help tailor campaigns to regional audiences, improving ROI and engagement.

Enterprise Benefits of MapCopilot

By making location intelligence conversational, MapCopilot empowers every employee, from sales and marketing to logistics and support, to make smarter, location-driven decisions without any friction.

Why MapCopilot is a Game-Changer

1. Brings AI to Mapping – Makes spatial queries intelligent, quick, and contextual.
2. Democratizes Data Access – Anyone, regardless of tech skill, can extract location insights.
3. Simplifies CRM Workflows – Reduces dependency on admins for map configuration.
4. Enhances Field Efficiency – Optimizes travel and service operations seamlessly.
5. Adapts to Your Business – Supports varied industries and user roles out of the box.

Getting Started with MapCopilot

MapCopilot is available as part of the Maplytics suite for Dynamics 365 and Dataverse.

You can get started in three easy steps:

1. Install or update Maplytics from Microsoft AppSource.
2. Access the MapCopilot feature within your Maplytics interface.
3. Start typing or speaking your mapping queries directly.

You’ll instantly experience the ease of AI-powered navigation inside your CRM.

Frequently Asked Questions (FAQs)

1. Do I need technical training to use MapCopilot?
   No. MapCopilot is designed for ease of use. If you can type or speak your request, you can use it, no GIS or CRM admin experience required.
2. Is MapCopilot a separate application?
   No. It’s fully integrated within Maplytics, which runs inside Dynamics 365 and Dataverse environments.
3. Can it handle voice input?
   Yes, users can either type or use voice commands for queries.
4. How does it differ from standard Maplytics features?
   Traditional Maplytics workflows are menu-based, while MapCopilot uses AI-driven natural language to interpret user intent, reducing time and complexity.
5. Does MapCopilot support route optimization and proximity search?
   Absolutely. These are built-in capabilities, powered by robust routing algorithms.
6. Is my data secure?
   Yes. MapCopilot operates entirely within Dynamics 365 and adheres to Microsoft’s security and compliance frameworks.

Experience MapCopilot in Action

If you’re ready to make your CRM mapping effortless and intelligent, it’s time to try MapCopilot.

Start a 15-day free trial or request a personalized demo tailored to your business needs.

Write to crm@inogic.com to schedule your session.
Visit the Maplytics Website or explore it on Microsoft AppSource.
For more insights, browse our blogs, case studies, and success stories.

With MapCopilot, mapping isn’t just visual, it’s conversational, smart, and built for the future of AI-powered CRM. For applied knowledge, you can hop onto the detailed Blogs, Client Testimonials, Success Stories, Industry Applications, and Video Library for a quick query resolution. Technical docs for the working of Maplytics are also available for reference.

Kindly leave us a review or write about your experience on AppSource or the G2 Website.

The post Meet MapCopilot — Your AI-Powered Geo-Mapping Companion for Dynamics 365 first appeared on Microsoft Dynamics 365 CRM Tips and Tricks.

We worked as Power Platform Administrators for our client on one of their financial services projects, where we managed multiple Power Pages sites. One day, an AI-generated summary on one of our public portals accidentally revealed sensitive client information on a public-facing portal, and it quickly became a huge problem. This wasn’t just a small mistake—it put us at serious risk of breaking privacy rules, and could have really hurt our company’s reputation and everyone was pretty freaked out. The compliance team was on high alert, and we had to suspend the use of AI features while we investigated the issue. We had to hit pause on all AI features while we scrambled to figure out what went wrong. The frustrating part was realizing we had zero control over where AI was actually turned on or off. The biggest issue was that we didn’t have any way to control where AI was turned on or off, so this kind of risk was always there.

So, everyone is wondering how to stop this. During that process, we also came across the Copilot governance controls in the Power Platform admin center. With this tool, we could easily switch off AI on public sites but keep it running where it actually helped our internal teams. It was such a relief to finally have control and be able to use AI safely without worrying about leaks.

Let’s explore how to enable this feature and how it works:

Go to the Power Platform admin center.

Enable or turn on the toggle for New admin center so that you can see the modern settings.

To the left-hand side panel, click Copilot.

Select power pages in the Copilot section.

Go to Settings, then click the Review button.

You are now on the Power Pages Settings.

You can select any governance setting that you want to restrict within your environment.

For example, here we are selecting Site Agent.

Select the required environment, then click on the Set-up button next to it.

Select the appropriate criteria based on your requirements, then click Save.

There are multiple options to choose from according to your business needs.

All sites: – Along the way, we also discovered the Copilot governance controls in the Power Platform admin center.

All Sites Except Specific Sites: This option enables AI features on all sites in your tenant, except those you choose to exclude.

Specific sites: – When you pick Specific sites, AI features will only be available on the sites you choose. This setting takes priority over any other configurations and keeps AI turned off everywhere else in your tenant.

None of the Sites: This option disables AI features across all sites in your tenant.

After saving, you can see the results below: –

Let’s look at AI Search Summary as an example in the Power Pages setup.

You can easily disable AI for all sites—just uncheck the box and hit Save.

Just set up AI Form Fill Assistance in Power Pages and hit Save. You can use the same steps for the other options.

After you save the setting, you’ll see the results.

Now, proceed to set up Copilot for Power Pages Studio.

After completing the setup settings, see the results shown below.

So, you can review and configure each setup one by one according to your specific requirements.

Conclusion

With the Copilot governance controls in the Power Platform admin center, we can easily turn off AI features on certain sites while keeping them on for internal use. It gives us the control we need to use AI safely and responsibly—no worries about public-facing portals, but still innovating inside. It’s a simple way to strike the right balance.

The post How to Manage User Access to Generative AI Features first appeared on Microsoft Dynamics 365 CRM Tips and Tricks.

Logging time is nobody’s favorite part of the job. It’s repetitive, prone to mistakes, and usually eats up way more time than it should. But what if it didn’t have to be that way?

Thanks to Copilot in Dynamics 365 Project Operations, time entry just got a major upgrade. Whether you’re tracking hours or adding client-facing notes, Copilot helps you do it all faster, with fewer clicks and a lot less hassle.

In this post, we’ll walk you through how to turn on Copilot’s time entry feature, how it works, and why your team is going to love it.

Turn on Copilot for Time Entry

Getting started with Copilot for time entry is simple. Follow these steps to turn on the feature in your environment:

1. Open the Project Operations

2. Head to Settings > Parameters.

3. Inside the parameter record, click on Feature Control.

4. Find “Enable Copilot in time entry” and click Enable to turn on the feature.

5. Once enabled, refresh your browser to see the Copilot experience in the Time Entry

Accessing Copilot for Time Entry

Once the feature is enabled, Copilot will live right inside your interface. Just look for the Copilot icon next to your profile in the top navigation bar.

Click it, and a side panel will slide open. You’ll see a welcome message like:

“Get started with Copilot by typing your request in chat.”

From there, you can start typing commands to create time entries or generate comments—and Copilot will take care of the rest.

Logging Time with Copilot

Let’s start with the core functionality—logging a time entry using Copilot.

1. To start logging time, simply type: Create Time

2. You’ll get two options:

• Log my time
• Generate comment

3. Click Log my time, and then choose your preferred time frame—Previous Week, Current Week, or Next Week.

4. What If You Don’t Have Tasks Assigned?

No problem—Copilot will let you know. If there are no tasks set for that time frame, it’ll prompt you to make sure your assignments are in place first.

5. What If You Do Have Tasks?

Awesome. Copilot will show you a list of everything you’re assigned to, and all you have to do is click Create entries.

6. Every entry made by Copilot is tagged with a Sparkle icon, so you know it was created using AI.

7. Even better, Copilot is smart enough to:

• Avoid duplicate entries (if you’ve already logged hours for a day)

• Respect time limits, making sure you don’t accidentally log more than 24 hours in a single day

• Leave entries in draft so you can review and edit before submitting

8. If you update anything—like the duration, external comment, or task—the Sparkle icon will disappear, letting reviewers know it’s been manually updated.

For more information on limitations of Copilot in time entry, refer to the official Microsoft documentation:
Copilot in Time Entry – FAQs and Limitations 

Generate External Comments Just Got Easier

External comments are often required before time entries can be submitted. These are usually client-facing notes that explain what the time was spent on.

Normally, adding these comments means opening each time entry one by one—which takes time and can lead to mistakes.

Copilot fixes that with one simple prompt: Generate comment

Here’s what happens next:

1. It automatically writes short, meaningful comments based on your Project, Task, Role, and Duration.

2. It shows all of them on one screen so you can review and edit in bulk.

3. When you’re done, hit Save all—and you’re good to go.

Note: Copilot only writes comments for entries that don’t already have one. If there’s already a note, it leaves it untouched.

4. New entries will show the Sparkle icon next to them, and a special AI Generated Content field will help managers and approvers know which comments were created with Copilot.

Conclusion: Copilot simplifies the process so your team can focus on real work—not routine tasks. Turn it on in Dynamics 365 Project Operations and let AI handle the busywork. Simple change, big impact.

The post From Tedious to Effortless: How Copilot Transforms Time Entry in Dynamics 365 Project Operations first appeared on Microsoft Dynamics 365 CRM Tips and Tricks.

Microsoft has added new AI features to Dynamics 365 Customer Service to improve customer support. One of the most useful additions is the Customer Service (preview) plugin, which works right away with no setup needed.
With this plugin, Copilot can get information straight from your case records and related data. Support agents can just ask questions in natural language and get quick, helpful answers by searching manually. It makes sure agents have the right info on hand, so they can focus on helping customers instead of looking for data.

In this blog, we’ll walk through how to enable this plugin, the options available, and how it fits into the broader vision of intelligent, AI-powered customer service.

How to Enable the Out-of-the-Box Customer Service (Preview) Plugin

Step 1: Open the Copilot Service Admin Center

1. Go to the Copilot Service Admin Center
2. In the navigation menu, under Support experience, select Productivity.
3. Click on Plugins for generative AI (preview).

Step 2: Select and Enable the Plugin

1. On the plugin configuration page, you’ll see the Customer Service (preview) plugin listed.
2. Select the plugin.
3. Click Turn on to begin the setup process.

Step 3: Manage User Access

You’ll be prompted to define which users will have access to this plugin:

• Choose to enable it for all agents who have Copilot, or
• Select specific users based on security roles.

Click Next to proceed.

Step 4: Configure Plugin Inputs

The next screen presents several input options for you to choose from:

Case Q&A:

• Enables Copilot to retrieve structured case data such as:
  • Case status
  • SLA time
  • Assigned owner
  • Open case count
  • Contacts, appointments, etc.

Case Summary

• Allows Copilot to produce a natural language summary of the case directly within its interface.

You can choose to enable:

• Only Case QnA
• Only Case Summary
• Both features at the same time

Additionally, you’ll see the Responses option, which allows you to include the raw plugin response in the Copilot output if needed.

Click Next once configuration is complete.

Step 5: Save Plugin Data in Dynamics 365

You’ll now be prompted with a data storage option:

“Save this plugin’s data in Dynamics 365 Copilot transcript”

By selecting this:

• Copilot’s plugin responses (case status, SLA info, etc.) are stored in your organization’s Dataverse
• This data becomes part of the Copilot chat transcript, ensuring visibility and traceability.

Why enable this?

• Helps with auditing, training, and compliance
• Allows you to track what agents asked and what Copilot responded

Note: Microsoft does not have access to this data. It remains fully within your organization’s Dataverse instance.

Click Turn on plugin to complete the setup.

Step 6: Publish the Changes

Once configuration is complete, make sure to publish the changes so they reflect in the environment.

What Happens Next?

Once published:

• Customer Service Copilot can now answer queries not just from knowledge articles, but also from case records and related entities (contacts, appointments, etc.).
• Agents can simply ask natural language questions, and Copilot will use the plugin to fetch accurate, structured responses in real-time.

Please find below a screenshot of the Customer Service Copilot. Here, you can see the source of the response as Customer Service (preview) – Case Q&A.

Conclusion

The Customer Service (preview) plugin introduces real-world AI capabilities directly into frontline support operations. Without needing custom development, teams can unlock faster access to case data and deliver more informed responses, right from within the Copilot interface.

It’s a simple feature with powerful benefits: less time searching, more time solving. For any organization aiming to streamline agent workflows and improve service quality, this plugin offers a quick win with long-term impact.

The post How to Configure Generative AI Plugin in Copilot for Improved Customer Service first appeared on Microsoft Dynamics 365 CRM Tips and Tricks.

In an era where AI is reshaping how businesses operate, the race to adopt the latest technologies is intensifying. One of the most exciting developments in this space is Microsoft’s Copilot ecosystem, from Copilot Studio to Copilot Agents and now deeply integrated across Dynamics 365 and Power Platform.

But here’s the challenge

Building and embedding intelligent AI assistants isn’t a one-click operation. It takes deep product knowledge, technical expertise, and strategic implementation. That’s where “Copilot Services Outsourcing” steps in and where Inogic Professional Services excels!

Whether you’re looking to create your own Copilot Agent, automate customer service with low-code AI assistants, or bring OpenAI-powered intelligence into your sales and marketing workflows, outsourcing Copilot development is the fastest path to elevated results.

Copilot Isn’t Just Cool, It’s Critical & Smart

Let’s be honest.

AI is no longer a “nice-to-have.” It’s quickly becoming the basic expectation for enterprise productivity like electricity and water if not oxygen. Microsoft’s Copilot tools are turning Dynamics 365 into a thinking, responding, and learning assistant that helps users write emails, analyze data, generate reports, understand a lead’s journey, and even automate next-best actions.

But to unlock real value, businesses need to go beyond the out-of-the-box features and start building custom Copilots tailored to their operations.

That’s exactly where Copilot Services Outsourcing changes the game.

What Is Copilot Services Outsourcing?

Copilot Services outsourcing means partnering with a team of experts who can design, develop, and deploy intelligent Copilot Agents and flows using Microsoft’s latest tools, Copilot Studio, Power Automate, Azure OpenAI, and more. Thus, ensuring they work seamlessly within your existing CRM and Power Platform environment.

Think of it as a shortcut to advanced AI without needing to scale your internal team or become a low-code developer overnight.

Why Outsource Copilot Development?

It’s just coding, my IT Team can do it well, then why do I need help?

1. Rapid Innovation Without Internal Bottlenecks

Building Copilots takes more than just dragging and dropping. You need to plan prompts as per business requirements, train on your data, configure actions, and test against real-world use cases. With Inogic’s Copilot outsourcing services, businesses get fast, reliable access to certified Copilot experts without interrupting internal teams.

2. Access to LLMs, and Azure AI Without the Complexity

Integrating large language models provided by Azure OpenAI into your business apps can be intimidating. Inogic helps businesses embed them into their workflows, build conversational flows, and even train Copilot Agents using internal knowledge bases and business-specific logic.

3. Custom Agents for Real-World Roles

Not every AI assistant fits every team. Whether it’s a Copilot Agent for sales, an onboarding assistant for HR, or a self-service bot for customer support, outsourcing lets you build agents with real context, real logic, and real results.

Inogic Professional Services: Your Strategic Copilot Services Partner

At Inogic, AI isn’t just a buzzword—it’s an execution strategy.

With years of experience across industries in Dynamics 365, Power Platform, and now Copilot Studio, Inogic has emerged as a trusted outsourcing partner for companies looking to modernize their operations with AI. Their specialized Copilot services include:

• Copilot Agent Development for Sales, Support, HR, and Operations
• Prompt Engineering and flow customization in Copilot Studio
• Azure OpenAI integration with internal CRMs and SharePoint content
• AI automation consulting to turn manual tasks into smart workflows
• Power Platform-based AI solutions (AI Builder, Power Automate, and Power Apps with AI Copilot)

Whether you’re starting with a single Copilot flow or planning to roll out intelligent agents across departments, Inogic’s outsourced team scales with you—on-demand, on-time, and on-budget.

Use Cases That Are Changing the Game

1. Sales Enablement Copilot Agent:
   A conversational assistant that guides sales reps through lead qualification, opportunity analysis, and quote generation powered by CRM data.
2. Support Desk Copilot Agent:
   Integrated with Dynamics 365 Customer Service, this Copilot helps reps resolve tickets faster using AI-suggested responses, knowledge base articles, and case summaries.
3. AI-Driven Onboarding Assistant:
   A custom Copilot built in Copilot Studio to help HR teams onboard new employees with personalized FAQs, workflow tasks, and document access.
4. Marketing Campaign Generator:
   Copilot that drafts email content, segments contacts, and suggests campaign strategies based on real-time CRM insights.

What Makes Inogic Different?

In a market full of vendors, Inogic stands out with:

• A dedicated Copilot team trained in Copilot Studio, Azure OpenAI, and Power Platform
• Proven success in developing CRM-integrated AI assistants
• A flexible outsourcing model that supports both short-term projects and long-term AI roadmaps
• A deep understanding of how businesses actually use CRM, which means your Copilots are not just technically functional, they’re business-aware and goal-aligned

Plus, with Inogic’s long history in Dynamics 365 and Power Platform development, they bring an ecosystem-first mindset ensuring your Copilots don’t just exist, they thrive in your digital landscape.

The Future of CRM Is Intelligent—and “Outsourced”

As AI becomes more embedded in business systems, the challenge will not be whether to adopt AI. It will be how fast and how well you can implement it.

Outsourcing your Copilot Services initiatives gives you the agility to move quickly, without losing quality or control. It enables you to tap into AI’s full potential from smart workflows to intelligent automation and conversational support, with the guidance of a partner who knows what works.

And when it comes to trusted partners in this space, few know Dynamics, Power Platform, and AI like Inogic.

The Wrap Up

Outsourcing today is about more than cost, it’s about gaining expertise, speed, and innovation. Inogic Professional Services offers just that, with deep knowledge in Dynamics 365, Power Platform, and the latest in AI, including Copilot Studio. From custom development to workflow automation, we help businesses scale smarter. With Inogic, you don’t just get a vendor—you gain a trusted partner in digital transformation. Ready to build what’s next? Let’s do it together.

Connect at crm@inogic.com or visit https://www.inogic.com/services/ to know more.

The post Microsoft 365 Copilot Services Outsourcing: Smartest Move for Business Growth! first appeared on Microsoft Dynamics 365 CRM Tips and Tricks.