Question

A manufacturing company runs Dynamics 365 Customer Service for warranty support and Dynamics 365 Sales for account management. Support agents spend excessive time drafting case summaries and searching internal knowledge articles to resolve incoming warranty cases. Sales representatives, separately, want AI help summarizing account opportunities directly inside their Outlook and Teams workflows. As the solutions architect, which prebuilt configuration best addresses BOTH needs with minimal custom development?

Accepted Answer

Deploy Copilot in Dynamics 365 Customer Service for case summarization and knowledge grounding, and deploy Copilot for Sales to surface opportunity insights in Outlook and Teams.

Answer

Build a single custom autonomous agent in Copilot Studio grounded on both the Customer Service and Sales tables to serve both teams.

Answer

Deploy Copilot for Service in both the support and sales scenarios, since it already grounds on Dynamics knowledge and CRM data.

Answer

Configure a Power Apps canvas app with AI Builder prompts for case summaries and a second canvas app for opportunity summaries.