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FAQs About Microsoft Copilot for Sales

Dynamics 365 / CRM, Microsoft 365, SharePoint, Teams

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This roundup of frequently asked questions about Microsoft Copilot for Sales comes from our 8-part series, Microsoft Copilot for Sales Bootcamp and Roundtable. We’ve grouped the Q&As based on the webinar they were asked on. Our panelists responding to attendee questions were:

  • Prachi Mishra, Technical Specialist, Microsoft
  • Geoff Ables, Managing Partner, C5 Insight
  • Jordan Loeffler, Business Consultant, C5 Insight

You can follow the Copilot for Sales release wave planner to stay up to date on upcoming features here: Microsoft Dynamics 365 – Release Plans.

Email Efficiency (3/13/2024)

How important is Copilot for Sales’ capability to improve email efficiency? What’s the return on investment?

Email efficiency is one of the earliest, most obvious, and simplest ways to save time and today’s world. Whether it’s a quick response to an email that just came in or a very detailed reply following up on a meeting, emailing is time consuming.

Microsoft researchers found that the heaviest email users spent an average of 8.8 hours a week reading and writing emails. With Copilot for Sales being able to summarize email threads and draft intelligent replies, sellers can move past writer’s block and the mental load of recalling various customer conversations. Copilot can save users 30 minutes a day, gaining back valuable time and justifying its cost when those time savings are multiplied across employees.

How does Copilot for Sales compare with ChatGPT for drafting emails?

What’s important to note and unique about Copilot for Sales is that it’s able to securely surface internal information as a reference. It has context of the whole email conversation already, and even beyond that, the rest of the relationship because it’s so integrated. And if there are other documents or pieces of information, whether they’re in CRM, SharePoint, Outlook, etc., it can look at all of that to craft a contextual response.

ChatGPT, on the other hand, only has the information that’s out there on the web and whatever you’ve typed directly into the chat as a reference point.

What’s the difference between Salesforce Einstein and Microsoft Copilot for Sales?

The biggest differentiator for Copilot for Sales specifically is the fact that it allows you to stay in your flow of work because it’s integrated directly in your productivity applications like Outlook and Microsoft Teams, not just CRM. Einstein, from our understanding, works directly in Salesforce and doesn’t have access to support users outside of CRM.

The good news is that Microsoft Copilot for Sales works within Salesforce and Dynamics 365 Sales.

Does Copilot for Sales use private company data to train the model?

With Copilot for Sales, you have Microsoft’s assurance that everything is backed by Azure-grade enterprise security. Everything you view in Copilot for Sales is only what you’re allowed to see through your CRM credentials, so you have that compliance and privacy aspect keyed up.

When you type questions into ChatGPT, especially with enterprise scenarios, you don’t know where that information is being saved or how it’s being used.

Meeting Preparation (03/20/2024)

How do I open the Copilot for Sales sidecar in Outlook and Dynamics 365?

In Outlook, pull up an email and in the upper right corner of the email you’ll see a square icon with a dot in each corner of it. Click on the square where you’ll be prompted to select an app. Click the Copilot for Sales icon to open the sidecar view. You can optionally pin the sidecar view for easy access as you work.

In Dynamics 365, you’ll see an outlined Copilot icon in the upper right corner. Click the icon to open the sidecar experience.

Does Copilot for Sales and Copilot for Microsoft 365 require different licenses?

Copilot for Sales includes the license for Copilot for Microsoft 365, giving you the power of your Microsoft 365 collaboration apps augmented by Copilot for Sales. This powerful combination allows you to surface CRM insights within all of your productivity tools like Microsoft Teams and Outlook, keeping you in your flow of work.

When users are working with Copilot for Sales in Outlook, can they see other users’ Outlook inboxes or messages?

No, users can only see their personal Outlook inbox. Copilot for Sales respects a user’s CRM credentials.

What can we do if our sellers forget to track their meetings?

If you haven’t tracked a meeting in your CRM, one of the first prompts Copilot for Sales will ask is “Do you want to save this meeting?” Even if you aren’t in the habit of tracking meetings, Copilot for Sales won’t let you forget it. Microsoft also rolled out a new feature called “Follow meeting,” which will remind the organizer to record the meeting if you can’t make it.

That said, you should have a regular weekly and even daily cadence around meetings. Look at the week ahead and day of to make sure you’re tracking meetings before you jump into your workload.

Facilitating Meetings and Following Up (03/27/2024)

What have you found that people do in terms of disclosing that Copilot is being used to record and/or transcribe the meeting?

As a best practice, you should inform meeting participants if you’re turning on recording and/or transcription. An automatic notice will populate for everyone in Teams that the meeting is being recorded. However, given the legal nature of recording/transcribing conversations, it’s a good idea to verbally communicate and get approval before moving forward with the meeting.

And yes, you can transcribe without recording meetings in Teams.

Can Copilot summarize a meeting I forgot to turn on transcription for?

At the moment, Copilot can’t transcribe a meeting after it ends. It only takes a few seconds, so make it part of your process when starting a meeting to enable transcription with Copilot.

Does everyone in the meeting need a Copilot license in order to use these features?

If one person has a Copilot license and they organize the meeting, they’ll be able to do all the Copilot engagement within the meeting. If two people in the meeting have Copilot licenses, both of them will still be able to interact with Copilot, but it’s not accessible or visible to everyone.

The organizing group will get the actual meeting insights after the call, but you’re able to interact with your in-meeting Copilot independently if you have your own license.

How can I create an agenda for a meeting using Copilot?

You can ask Copilot to create a description field for the meeting and reference the relevant email, meeting, or document using the slash key or the reference your content button. Copilot will generate a meeting description for you based on the information it finds. You can then copy and paste it into the meeting invitation.

How can I learn more about the customer and their situation within Dynamics 365?

You can use the Copilot sidecar in Dynamics 365 to ask questions about the customer, the opportunity, the products, and the latest news. Copilot will summarize the information from CRM, emails, meetings, and web sources for you — if that feature is enabled. You can also use the prepare button to get a summary of the upcoming meeting.

How can I track a meeting in CRM using Copilot?

You can use the Copilot sidecar in Outlook to track a meeting in CRM.

Collaborating Internally and Externally (04/03/2024)

What is the difference between account teams and deal rooms?

Account teams are collaboration spaces that are applied at the team level and linked to a CRM account and have two channels: general and shared. The General channel is designed for collaboration within your internal sales teams. The Shared channel is for collaborating with people outside of your organization, such as customers.

Deal rooms are internal collaboration spaces that are applied at the channel level and linked to a CRM opportunity. You also have the option to create a separate shared channel to collaborate with people outside your organization.

While both structures aim to boost sales productivity by organizing collaboration and resources, account rooms are broader in scope, focusing on overall account management, whereas deal rooms focus on specific deals or sales opportunities.

Can the internal team have discussions without the customer having access?

Yes, deal rooms are designed to give your sales team privacy so they can collaborate internally before engaging with external parties.

In the Set up your channels step, select your preferred privacy option. To add a Shared channel for collaborating with customers, leave Include shared channel selected. External parties will only have access to the Shared channel.

How can I add a guest user to a Shared channel?

To add a guest user to a Shared channel, you need to establish a B2B trust between your organization and the guest user’s organization. This is something that a system administrator needs to do for you. Once the trust is established, you can invite the guest user to the shared channel using their email address.

Creating Content (04/08/2024)

Are you able to create PowerPoints and Word Docs from data in CRM and/or emails?

Yes, Copilot can reference data from CRM and emails to help you create PowerPoints and Word Docs. You can do this on Word for the web by clicking the outlined Copilot icon in the left margin of your document. Write your prompt, then press forward slash (/) on your keyboard to surface web results and internal documents. Click the resource you want Copilot to reference when generating its response.

What criteria needs to be met for Copilot to reference a meeting when creating content in Word?

You need to be using Word for the web, but these are the three primary criteria in order for Copilot to help you draft content using internal data:

  1. The meeting needs to be scheduled in the next 30 days.
  2. The meeting needs to have at least one external participant (required or optional).
  3. The attendee needs to match to CRM.

Do you have tips on creating effective prompts to get what you’re looking for when using Copilot in Word and PowerPoint?

  • Embrace Creativity: Like a human collaborator, Copilot can be creative. It doesn’t always provide the same answer, and sometimes it needs additional context to generate precisely what you want. Engage in a dialogue with Copilot to refine its output.
  • Acknowledge Limitations: While Microsoft continually improves Copilot, creating an entirely new document that perfectly aligns with your needs can be challenging. Understand that Copilot is a powerful drafting tool, but you’ll likely need to fine-tune and edit its output.
  • Trial and Error: Treat your interactions with Copilot as a learning process. Experiment, iterate, and explore different prompts. Just like when communicating with a new person, keep trying different approaches to see what works best.
  • Section-by-Section Prompts: When working on lengthy documents, break down your prompts into smaller sections (e.g., introduction, methodology, results, conclusion). This approach allows Copilot to focus on specific content areas.
  • Context Is Key: Provide as much context as possible. Specify the purpose of your document, the target audience, any relevant background, and specific requirements. The more context you provide, the better Copilot’s response will be.
  • Expect Iteration: Consider Copilot your drafting partner. It helps you lay the foundation, but you’ll likely need to refine and polish the content. Be prepared to ask follow-up questions, provide more details, make edits, rephrase sentences, and adjust the tone to match your style.
  • Leverage Suggested Prompts: Copilot often suggests prompts based on your input. Use these suggestions to further refine your content. Modify them, combine them, or build upon them to create a cohesive narrative.

Do employees need to have a Dynamics 365 Sales license and a Copilot for Sales license to use these features?

If you just want to use Copilot across the Microsoft productivity suite, like we demoed in today’s session, you’ll likely only need a Copilot for Microsoft 365 license.

If you want to use Copilot to reference CRM data for sales purposes, you’ll need a Dynamics 365 Sales license and a Copilot for Sales license. The benefit of a Copilot for Sales license is it includes Copilot for Microsoft 365, so you get the best of both worlds.

Keep in mind there’s also a free Copilot accessible on the web (and a few other variations), so you’ll want to speak with an authorized Microsoft Partner like C5 Insight who can help you determine the best license(s) for your organization’s needs.

This blog was co-written by Copilot!

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