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Dynamics 365 Customer Engagement

Copilot & advanced topics

Copilot and AI in the flow of work, portals for customers and partners, and every channel in one place.

Copilot in the flow of work

Leverage AI capabilities built into Dynamics 365 and AI Builder:

Case · CAS-3127

Second failed delivery

CustomerContoso Bikes NV
PriorityHigh
ChannelEmail
Order4471

Copilot

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Illustrative example

AI & machine learning

  • Sales Premium (Sales Insights) and Copilot: Predictive lead scoring and opportunity insights
  • Customer Insights: Customer segmentation and lifetime value prediction
  • AI Builder models: Document processing, object detection, sentiment analysis
  • Custom Azure ML integration: Bring your own ML models via Azure ML

Power Pages integration

Build external-facing websites and portals with Power Pages:

  • Customer self-service: Case submission, knowledge base access, account management
  • Partner portals: B2B collaboration and opportunity management
  • Employee portals: Internal applications with Dataverse integration
  • Custom web applications: Liquid templates and JavaScript for rich experiences

Multi-channel support

Engagement across every channel:

  • Dynamics 365 Contact Center (formerly Omnichannel for Customer Service): One workspace for chat, voice, SMS, Teams and social
  • Microsoft Teams integration: Embedded Dynamics 365 apps in Teams
  • Mobile apps: Native iOS/Android apps with offline capabilities
  • Email integration: Server-side synchronization with Exchange
PreviousCI/CD & ALMNextCustom PCF controls

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