A Year of Powerful Advancements Led by Copilot 

Jordan Baugher, Austin Hampe, and Rohun Mathure October 9, 2024

To become the very best, you have to keep getting better. That’s why the ivision team is constantly attending conferences, undergoing training, and connecting with thought leaders to keep a pulse on the industry. Most recently, we attended the Microsoft Power Platform Community Conference in Las Vegas, and we left with some exciting updates and valuable insights that will transform how we serve our clients.

Copilot in Dynamics 365

We’re seeing a lot of exciting integrations with Copilot in Dynamics 365. To start, the D365 Customer Service Omnichannel has been transformed into the D365 Contact Center, creating a Copilot-first, cloud-based contact center. This new platform brings unparalleled intelligence and improved customer experience to every engagement channel in the CRM system of your choice. This enables organizations to engage customers, improve containment powered by generative AI, accelerate agent-assisted service with embedded Copilot capabilities, and enable smoother operations for supervisors with a 360-degree view of each customer.

Users can also configure summaries in the CE (Customer Engagement) module, with Field Service now available. This enables summaries of work orders included in Outlook and AI-assisted recaps of work orders. D365 Sales is also receiving a slew of updates where Copilot will be used for generative assistance via suggestions or summaries. Additionally, businesses can now create marketing journeys in Microsoft Dynamics Marketing using Copilot, speeding up the process in Customer Insights.

Copilot Studio

Copilot Studio allows businesses to harness the power of AI in a way that benefits their unique needs. The platform is getting better at creating entire applications based on directions given through Copilot, like generating simple HTML webpages or translating code between coding languages. Microsoft has also developed more integrations for Copilot Studio, including Native capabilities for extending Microsoft Copilots, IVR support with Dynamics Customer Service, and general availability for generative actions.

ivision’s Microsoft Power Platform + Copilot Studio’s Strategic Workflow Automation Transformation (SWAT) solution combines the capabilities of these two tools to boost and streamline efficiencies through a unified data platform.

Power Pages

Power Pages allows businesses to design engaging websites, share business data, and prioritize security across the site. You can now add a Copilot widget to a “list of records” page, automatically generating a summary and graph based on list data. You can also add a Copilot button to a “fill out this form” page, which lets you upload a file, like a driver’s license, utility bill, etc., for the data to be scanned and filled out in the appropriate fields.

How ivision Can Help

While these updates are exciting, they can also be overwhelming to a busy IT team. As a Microsoft Managed Partner, ivision is here to help carry the load. Our Power Platform team of Microsoft-certified experts possess specializations in Microsoft Azure Virtual Desktop, Microsoft Modernize Endpoints, Infrastructure and Database Migration to Microsoft Azure, and Identity & Access Management, just to name a few. Most recently, we entered the “Ready” Tier Partner Status with Copilot, enabling us to operate as a full-scale Copilot practice. Stay ahead of these evolving technologies with a partner you can trust. Explore our Microsoft capabilities, and contact ivision today to transform your Microsoft experience.