Copilot in Dynamics 365 Customer Service
Frode Stenstrøm and Oscar demoed Copilot for customer service and field service in Dynamics 365, with case summaries and work orders from email.
Frode Stenstrøm and Oscar demoed Copilot for customer service and field service in Dynamics 365, with case summaries and work orders from email.
Frode Stenstrøm and colleague Oscar from ProsessPilotene hosted this webinar on Copilot for service in Dynamics 365. They noted that "service" covers more than classic customer service, also including field service, that is, planning and following up work orders and resources out at the customer's site.
In the customer service section, Oscar showed how Copilot can connect to over 1,100 connectors to pull knowledge from multiple sources, including Microsoft's own systems and third-party tools such as ServiceNow, and use this while handling cases in Dynamics, Outlook or Teams. Copilot generated case summaries and suggested customer replies, citing the sources the information came from.
In the field service section, they showed how Copilot can read an incoming email and suggest creating a work order, with category and priority pre-filled, plus a suggested booking time based on available capacity. Some newer features, such as a consolidated "recap" of a field service case, could only be shown as screenshots since they were not yet available in the test environment.
The demo ran live and was interrupted by network issues during a couple of the walkthroughs. Frode Stenstrøm noted that Norwegian-language support for Copilot was expected in the first half of 2024, and closed with a brief preview of Copilot Studio, to be covered in a separate webinar.
Gründer og teknologistrateg
Som gründer og teknologistrateg i ProsessPilotene jobber jeg med å hjelpe virksomheter forstå og bruke teknologi som en strategisk kraft for bedre arbeidsprosesser, kundeopplevelser og beslutninger. Rollen kombinerer forretningsutvikling, teknologirådgivning, virksomhetsarkitektur og formidling. Jeg arbeider særlig i skjæringspunktet mellom AI, CRM, digitale plattformer, data, analyse og fremtidens arbeidsliv. En sentral del av rollen er å være brobygger mellom ledelse, fagmiljøer og teknologi. Det handler om å gjøre komplekse teknologiske muligheter forståelige, vurdere hva som faktisk skaper verdi, og bidra til at digitale løsninger blir en naturlig del av hvordan virksomheter jobber. Jeg bruker også rollen til å formidle faktabaserte perspektiver på hvordan AI og teknologi påvirker ledelse, organisasjoner, ansatte og kunder.
CRM-Konsulent
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Learning path: knowledge sharing and reliable handovers
CourseTurn experience into guidance colleagues can use, and transfer responsibility with clear decisions and open actions.
Make Copilot a useful part of customer work
CourseDesign and test a role-based AI workflow with clear sources, checks and accountability.
Use Copilot in Excel for analysis you can verify
CourseAsk precise data questions, check calculations and turn findings into decisions with visible qualifications.
Delegate a work task to Microsoft Copilot Cowork
CourseGive Cowork a bounded multi-step assignment and verify the plan, actions and final output.
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