Forum Discussion
Announcing the general availability of Microsoft Copilot for Sales & Microsoft Copilot for Service
Summary
On February 1, 2024, Microsoft Copilot for Sales & Microsoft Copilot for Service became generally available to customers. Copilot for Sales and Copilot for Service bring together the power of Copilot for Microsoft 365 with role-specific insights and actions to streamline business processes, automate repetitive tasks, and unlock productivity. Both provide flexibility to integrate with existing contact center and CRM systems, such as Microsoft Dynamics 365, Salesforce and ServiceNow, to get more done with less effort.
Customers can purchase Copilot for Sales or Copilot for Service for $50 per user per month as a standalone license that includes Copilot for Microsoft 365. Customers who already own Copilot for Microsoft 365 can step-up for $20 per user per month to purchase Copilot for Sales or Copilot for Service. Copilot for Sales and Copilot for Service are available now to purchase through EA/EAS, MCA-E, and Buy-Online, and will be available to Cloud Solution Provider (CSP) partners on March 1.
Microsoft Copilot for Sales
Copilot for Sales is an AI assistant designed for sales teams to maximize productivity and close more deals. Copilot for Sales builds on Copilot for Microsoft 365, enhancing it with connectivity to CRM systems like Microsoft Dynamics 365 Sales and Salesforce Sales Cloud to bring sales-specific insights and recommendations to apps like Microsoft Outlook, Microsoft Teams, and Microsoft Word.
Today, Copilot for Sales helps sellers and sales managers:
- Generate sales meeting preparation briefs in Word.
- Summarize emails and surface relevant buying intent and BANT (budget, authority, need, timing) analysis in Outlook.
- Generate emails in Outlook with relevant product, account, relationship, and opportunity information from their CRM system and Microsoft Graph.
- Add leads and update CRM records directly from Outlook.
- View meeting preparation notes and real-time sales insights during calls in Teams.
- View sales meeting summaries in Teams with conversation analysis, sales keywords and KPIs, and suggested tasks.
- Create collaborative deal rooms in Teams that sync with CRM data.
Copilot for Microsoft 365 is also included in Copilot for Sales, providing sellers with additional productivity enhancements, like:
- Generate presentations in Microsoft PowerPoint.
- Generate plans and organize team information in Microsoft OneNote.
- Ask questions in natural language to catch up on customer interactions using Microsoft Copilot chat experience.
Later this month, Copilot for Sales will also bring CRM connectivity to Microsoft Copilot chat experience, allowing sellers and sales managers to get quick insights on conversion and win rate, sales cycle, and pipeline.
Microsoft Copilot for Service
Copilot for Service helps organizations quickly realize the benefits of generative AI by extending their existing investments in CRM and contact center solutions to enhance customer experiences and boost agent productivity.
Copilot for Service unlocks an organization’s trusted knowledge to accelerate onboarding and case resolution, improve efficiency, and automate tasks for agents in their flow of work. Without costly development time, organizations can simply point to their data and in a few minutes unlock generative AI-powered conversations across their knowledge bases. And for agents, they can tap into this knowledge with a copilot embedded directly in their desktop of choice such as Salesforce, as well as the other tools they already use every day like Outlook and Teams.
Today Copilot for Service can help organizations:
- Enable generative AI-powered conversations across all their data with simplified “point and click” access to public websites, SharePoint, knowledgebase articles, and offline files.
- Access knowledge sources with pre-built integrations for Salesforce, ServiceNow, and Zendesk.
- Embed a copilot in agent desktops from Salesforce and other channels to support agents where they work.
Copilot for Microsoft 365 is also included in Copilot for Service. We will introduce additional features in Microsoft 365 apps beginning later this month that will integrate data from CRM systems like Microsoft Dynamics 365 Customer Service and Salesforce Service Cloud—including:
- In Outlook, use Copilot to summarize and draft emails, access case summaries, browse and update CRM records, and schedule meetings informed by case summaries and other relevant information from CRM records.
- In Teams, use Copilot to browse and update CRM records during a meeting, as well as recap meetings, suggest follow-up action items, and create tasks that can all be saved to CRM systems directly from Teams.
- In Microsoft Copilot chat experience, ask questions over cases and contacts, as well as summarize cases—all from CRM data.
Partner Opportunities with Microsoft Copilot for Sales and Microsoft Copilot for Service
Microsoft Copilot for Sales and Microsoft Copilot for Service offer new opportunity to help your customers transform business operations using the power of AI. Customers are looking for your expertise to help them be more competitive and profitable. By adding Microsoft Copilot for Sales and/or Microsoft Copilot for Service to your practice, you can expand your customer base, and your revenue opportunities - offering services including business advisory, readiness and deployment, and adoption and change management. These open new possibilities for Business Applications Partners, as well as Modern Work partners to expand the value of Copilot for Microsoft 365.
Call to Action
Learn:
- Read the Copilot for Sales and Copilot for Service GA announcement blog
- Attend the live webinar for field and partners on February 13, 8:00-9:00 AM PST for an end-to-end overview of product narrative licensing, and sales motions
- Register for the Feb. 29 ‘What's Next for CSP Partners and Microsoft Copilot’ event. Register here for AM, here for PM.
Leverage the new content to drive conversations with your customers:
- Bookmark and visit the Partner Hub and the AI future of work partner page for the latest content including:
