Copilot with Microsoft Dynamics 365 CRM — Lesson 2: Sales and Customer Service Copilot Workflows

Learning Objectives

• Use Copilot to summarize accounts, leads, opportunities, emails, meetings, cases, knowledge, and next actions
• Validate customer facts, commitments, tone, access, confidentiality, escalation, and final ownership
• Validate sales and customer service copilot workflows decisions with documented requirements, test evidence, risk controls, and measurable acceptance criteria

Detailed Topics

• Use Copilot to summarize accounts: Use Copilot to summarize accounts, leads, opportunities, emails, meetings, cases, knowledge, and next actions
• Validate customer facts: Validate customer facts, commitments, tone, access, confidentiality, escalation, and final ownership
• Validate sales and customer service copilot workflows decisions with documented requirements: Validate sales and customer service copilot workflows decisions with documented requirements, test evidence, risk controls, and measurable acceptance criteria

Guided Demonstration

1. Review the requirement, users, data, dependencies, permissions, risks, and expected result.
2. Demonstrate the relevant design, configuration, development, analysis, administration, or support workflow step by step.
3. Capture settings, outputs, logs, screenshots, calculations, test results, and other useful evidence.
4. Compare the observed result with acceptance criteria and explain any corrective action.

Hands-On Activity

Complete a sales-to-service Copilot productivity scenario.

• Document assumptions, prerequisites, and the planned sequence before starting.
• Complete the activity and preserve evidence of normal, boundary, and failure behavior.
• Record issues, corrective actions, reusable notes, and the next improvement priority.

Scenario Analysis

• Identify the business or technical decision that must be made.
• Compare valid implementation approaches and their trade-offs.
• Consider security, privacy, accessibility, performance, support, and operational impact.

Troubleshooting Focus

• Separate symptoms from causes and collect evidence before applying a fix.
• Check configuration, data, permissions, dependencies, capacity, connectivity, and recent changes.
• Validate rollback, recovery, ownership, user impact, and business continuity.

Validation Checklist

• The requirement, scope, inputs, and expected outcome are clear.
• The selected design or configuration is documented and follows approved standards.
• Normal, boundary, failure, security, accessibility, and operational conditions are reviewed.
• The result is supported by evidence and the next improvement is prioritized.

Lesson Outcome

Learners can explain and apply Sales and Customer Service Copilot Workflows in a realistic scenario and validate the result with documented evidence.