‘Tell me and I forget. Teach me and I remember. Involve me and I learn.’ –Benjamin Franklin.
Configurable Copilot Case Summaries for D365 Customer Service
Most people have probably seen the record summaries in Dynamics 365 Customer Service, Field Service and Sales. If you’re not familiar with this concept, let me explain what they are. Record summaries in Dynamics 365 are Copilot generated summaries that provide important information about specific records (rows), like cases, opportunities, accounts, leads, etc. These summaries help users quickly understand the context and important details of a record without having toRead More
Create unique D365 views with Fetch XML Builder!
This article is the last article for 2024 and in today’s article will discuss how to use an amazing tool in the XrmToolbox that was created quite some time ago by Jonas Rapp. For the folks that don’t know Jonas, he’s been a business application MVP since early 2017 and he’s made a lot of amazing contributions to the community! The tool I am referring to is called Fetch XMLRead More
Smart Paste and Smart Grid(search) in Model Driven Apps
Have you ever had to enter information from a document, note or an email into a model driven app? Usually this takes a bit of time as you have to read the content in the document/note/email first, and then enter the information in the correct fields of a form. How great would it be to have Copilot look at all the information in that document, note or email and justRead More
Microsoft 365 Copilot Pages
It rained (or should I say poured?) new features last September, during the Power Platform Community Conference and the Microsoft Copilot Wave 2 event. I even wrote an article and recorded a video about the top announcements at the Power Platform Community Conference to make sure you wouldn’t miss out! If you haven’t read the article or watched the video yet, you can do so here. One of the featuresRead More
Autonomous Agents are here! (preview)
If you have been following any of the announcements from Microsoft around Copilot Studio than you might have heard the term autonomous agents before. For you who have no idea what I am talking about, let me explain what this is. An autonomous agent is an AI driven agent (previously known as Copilot) that can automate business processes by making decisions and completing tasks on its own without needing constantRead More
Extending Copilot in D365 Sales – Part 1
You have most likely heard of all the different Copilots that Microsoft published in the past year, from Copilot in Microsoft Teams to Copilot in SharePoint, Dynamics 365 apps and of course Microsoft 365 Copilot which is grounded in business data, allowing users to ask questions about work related things. In this article I am going to discuss how we can extend Copilot in Dynamics 365 Sales. Just to beRead More
Building Topics with Inputs & Outputs in Copilot Studio
There have been a lot of updates to Copilot Studio recently! During the Power Platform Community Conference Microsoft announced a lot of new features, but there were some other things that went unnoticed or were not mentioned. Maybe you’ve noticed that Copilot’s responses are A LOT faster then they used to be? That is absolutely correct! Microsoft made some great improvements which is why you are seeing this! Another featureRead More
Case handling time (Preview)
Organizations might have the need to track the total time agents spend on cases for several reasons. By monitoring time, managers can identify areas where agents excel and where improvements are needed, ensuring resources are allocated effectively. This data is crucial for performance evaluations, and it helps set benchmarks and goals. Understanding the time spent on cases allows organizations to improve processes and improve customer satisfaction. For industries with regulatoryRead More
Power Platform Community Conference Top Announcements
This year I attended the Power Platform Community Conference for the third year in a row. The event took place in Las Vegas, Nevada which was the same place the conference took place last year and the same place where it will be held next year. The conference is always a hub of innovation, collaboration, and learning, showcasing the latest advancements in the Power Platform ecosystem. The highlight of theRead More
