AI and technology
Microsoft Copilot

Microsoft Copilot for Dynamics 365

Embedded AI in the business system — what's included, what requires add-ons, and what you need to do first to make the impact real

Microsoft Copilot

From Copilot to Agents – the next step in the AI evolution

While Copilot acts as your AI assistant that helps you with tasks, Agents represent the next generation – autonomous AI systems that work independently 24/7 to solve complex business processes.

Microsoft Copilot Copilot

  • • Helps the user complete tasks
  • • Requires user interaction
  • • Provides suggestions and recommendations
  • • Works within a single application

⚡ Agents

  • • Execute entire workflows automatically
  • • Work independently 24/7
  • • Make decisions based on business rules
  • • Coordinate across systems and teams
Learn more about Microsoft Agents→

What is Copilot?

Your AI assistant for smarter workflows

Microsoft Copilot is an AI-powered assistant integrated directly into Dynamics 365. With Copilot you can automate routine tasks, gain intelligent insights and make faster decisions based on your business data. Copilot supports the user by giving suggestions, generating content and helping with analysis – while Microsoft Agents take it a step further by autonomously executing entire workflows.

Copilot across the Dynamics 365 applications

See how Copilot helps in every part of your business system

Copilot in Business Central

AI assistance for finance, inventory and business processes

Features:

  • • Auto-generate product descriptions
  • • Analyse bank transactions with AI
  • • Create sales lines from documents
  • • Intelligent purchase suggestions

Benefits:

  • • Faster document handling
  • • Reduced administrative burden
  • • Improved data quality
  • • Faster decisions

Copilot for Sales

Your AI sales assistant for smart insights and automation

Features:

  • • Automatic meeting summaries
  • • Context-aware email drafts
  • • Lead and opportunity analysis
  • • Intelligent sales forecasting

Benefits:

  • • Higher sales productivity
  • • Faster sales cycles
  • • Better customer engagement
  • • More time for selling

Copilot for Customer Service

AI-driven support for exceptional customer service

Features:

  • • Automatic case summarisation
  • • Suggest solutions based on history
  • • Generate customer responses
  • • Sentiment analysis of customer interactions

Benefits:

  • • Faster case resolution
  • • Higher customer satisfaction (CSAT)
  • • Reduced handling time
  • • Consistent service quality

Copilot in Finance & Supply Chain

Enterprise AI for complex financial and operational management

Features:

  • • Advanced financial analysis and forecasting
  • • Automatic anomaly detection
  • • AI-powered supply chain optimisation
  • • Predictive maintenance

Benefits:

  • • Faster financial reporting
  • • Optimised inventory levels
  • • Reduced downtime
  • • Better decision support

Explore Copilot by application

Business CentralProduct descriptions & bank reconciliationDynamics 365 SalesMeeting summaries & lead scoringCustomer ServiceCase assistance & response generationFinance & Supply ChainFinancial analysis & supply chain AI

Measurable business value

353%

Potential ROI over 3 years

20%

Reduced operating costs

18%

Higher employee satisfaction

Examples of reported business impact in Microsoft/Forrester studies. Outcomes vary with process maturity, data quality, adoption and license tier.

Source: Forrester Total Economic Impact™ study commissioned by Microsoft, October 2024

Short inspiration videos

A collection of short videos that introduce different areas

Introduction to Dynamics 365 Copilot

Official Microsoft video showing how Copilot works in Dynamics 365

Publicerad:

Copilot in Customer Service

See how Copilot accelerates case handling and boosts productivity

Publicerad:

Copilot in Supply Chain Management

New Copilot features that improve productivity and help manage disruptions

Publicerad:

Microsoft 365 Copilot – Overview

A tour of the Microsoft 365 Copilot app

Publicerad:

Examples of Copilot capabilities in Dynamics 365

📝

Automatic summaries

Get quick summaries of leads, opportunities and customer interactions

✉️

Email drafts

Let Copilot write professional emails grounded in context

📅

Meeting prep

Get suggested talking points and relevant background before meetings

🔍

Intelligent search

Ask questions in natural language and get answers from your business data

📊

Insights and analysis

Automatically surface trends and patterns in your data

⚡

Task automation

Automate routine tasks with AI-powered workflows

Benefits of Copilot

1

Save time

Automate routine tasks and focus on value-adding work

2

Better decisions

Get intelligent insights based on your business data

3

Increased productivity

Streamline workflows and reduce manual work

4

Better customer experience

Deliver faster and more personalised service to your customers

Pricing

Copilot is included in most Dynamics 365 licenses (Enterprise and Premium tiers). Some advanced capabilities require separate AI add-ons.

Tip: Start with the core capabilities in your existing license and expand gradually based on user needs and measured ROI.

On the buyer's side

Buyer's manual

Copilot and AI agents in Dynamics 365 are powerful — but the value does not appear automatically. It is data quality, processes, prompts and adoption that determine whether Copilot becomes productivity or just a fun demo.

When is it a bad fit?

Scenarios where this product is the wrong tool — or the wrong time.

  • Companies that are not live on Dynamics 365 or have poor data quality in CRM/ERP — Copilot only amplifies what is already there.
  • Businesses without a clear use case — 'we want AI' is not a business goal.
  • Organisations without an AI policy, data security efforts or a compliance process for generative AI.
  • Companies that want to build deep custom agents without factoring in Copilot Studio and the associated development work.

What gets underestimated?

Areas that routinely become larger and more expensive than expected.

  • Data quality and permissions — Copilot sees what the user sees, including sensitive data if permissions have been neglected.
  • Prompt design and adaptation to your processes — out-of-the-box is often too generic.
  • Adoption and training — without ongoing coaching, usage quickly drops.
  • Measuring actual productivity gains — without a baseline, it is impossible to prove the value.

What does it really cost?

The total cost — beyond the list price in the brochure.

  • Copilot is included in Sales/Service Enterprise & Premium, but advanced scenarios (Copilot Studio, agents, M365 Copilot) require a separate license.
  • Implementation of use cases, prompts and custom agents — typically SEK 100,000–500,000 per major use case.
  • Data quality, permissions and security work that are often prerequisites for Copilot to be used.
  • Ongoing training, coaching and optimisation — AI usage is not an 'install once' activity.

What should the partner prove?

Requirements to place on the partner before you sign.

  • Concrete use case references in live operation — not just demo environments or pilot projects.
  • Experience with Copilot Studio and custom agents if you have ambitions beyond standard Copilot.
  • A plan for data quality, permissions and GDPR/AI policy before you roll out broadly.
  • A concrete proposal for a measurement method for productivity gains and adoption.

On the buyer's side

What does it really cost?

Copilot for Dynamics 365 consists of two parts: (1) features included in the licence (summaries, email drafts, searches) and (2) consumption-based agents and custom Copilots measured in messages/credits. Implementation is typically much smaller than a new application — but management and adoption are critical to realise value.

Implementation ranges

S

Pilot — 10–50 users, 1 use case

Enable included Copilot features, an agent, or a custom Copilot within a defined area.

One-time cost
SEK 100,000 – 300,000
Project duration
4–8 weeks
M

Rollout — multiple teams / use cases

3–5 use cases, knowledge sources structured, measurement and guardrails in place.

One-time cost
SEK 300,000 – 1,000,000
Project duration
8–16 weeks
L

Enterprise — agents in production

Custom agents for processes (service, sales, finance), integrations with more systems, governance, and security model.

One-time cost
SEK 1,000,000 – 3,000,000+
Project duration
12–28 weeks

Common cost drivers

These push you above or below the range above.

  • Number of use cases and how well-defined they are
  • Quality and structure of knowledge sources (SharePoint, knowledge base, documents)
  • Data security: who gets to see what, how permissions are set
  • Number of custom agents and how deeply they are integrated
  • Consumption: messages/credits per agent and month
  • Change management and training — otherwise Copilot will not be used

Ongoing costs after go-live

Rarely shown in the quote — but this is where total cost grows.

  • Consumption (messages/credits) — can fluctuate significantly with usage
  • Management of prompts, knowledge sources and guardrails
  • Quality monitoring: hallucinations, incorrect responses, sensitive topics
  • Further development when Microsoft releases new features and agent templates

The ranges represent typical partner projects in the Swedish market. A complex industry, numerous integrations, or poor data quality will push a project above the upper limit — and vice versa. Always request a fixed-price discovery phase before signing off on the full project. See also the overall cost guide for Dynamics 365 and price list.

Ready to start using AI?

Contact us to learn more about Copilot for Dynamics 365

Explore more

Business CentralCopilot in ERP – product descriptions and bank reconciliationGo to Business Central Microsoft Dynamics 365 SalesCopilot for sellers – meeting summaries and emailGo to Microsoft Dynamics 365 Sales Customer ServiceCopilot for customer service – case handling and repliesGo to Customer Service AI AgentsAutonomous AI agents in Dynamics 365Go to AI Agents AI overviewAI with Copilot and Agents – strategic guideGo to AI overview AI ReadinessAssess your organisation's AI maturityGo to AI Readiness