Announcing new Copilot features in Dynamics 365 Customer Insights
Summary On January 11, 2024, Microsoft announced new Copilot in Dynamics 365 Customer Insights features that will transform daily marketing workflows. The features will go into early access public preview on February 29, and become generally available in the third quarter of calendar year 2024. These new Copilot features give marketers an AI-first experience to manage and maintain their campaign workflows in one place, get AI-curated content that can be easily edited and scaled across multiple deliverables, and track success from start to finish to optimize customer experiences. Additionally, with Microsoft’s partnership with Typeface, an enterprise-grade generative AI application for supercharging personalized content and ensuring brand authenticity, users will be able to access enhanced image editing directly within the project board. The new Copilot in Dynamics 365 Customer Insights features will be showcased in the Big Ideas Session at NRF hosted by Kathleen Mitford, Corporate VP of Global Industry Marketing on Monday, January 15. There will also be a demo of these features at the Microsoft booth #4503. Event Information If you’re attending NRF, learn more about Copilot in Customer Insights at the Big Ideas session “Bring joy to the shopping experience and unlock customer-centricity with AI” hosted by Kathleen Mitford, Corporate VP of Global Industry Marketing, on Monday, January 15, 2024 from 11:45 AM to 12:15 PM EST. If you have customers attending or have set up customer meetings at NRF, we suggest that you invite them to this session and stop by the Microsoft booth #4503 to learn more. Details Retail marketing teams are eager to adopt and enhance their customer experience with AI. According to the AI Adoption in Retail Survey by the Futurum Group, 63% of retail organizations hope to improve their marketing with AI in the next 18-24 months, and 78% of retail organizations have already taken the leap to implement AI to enhance their customer experience. With Copilot in Dynamics 365 Customer Insights, users will continue to have access to new Copilot capabilities that allow marketers to: Kickstart Campaigns with Natural Language: Marketers can kickstart their marketing project by writing their objective in natural language, or by uploading an existing creative brief. The project board is then generated, using the prompt or brief, connected organizational data, and previous campaigns in Dynamics 365 Customer Insights. The project board simplifies all workflows into a central hub for developing and managing marketing assets. Generate Audience Segments: From the project board, marketers can view the campaign’s targeted audience and segments, as well as recommendations from Copilot for additional segments that may not have been previously considered. Adding a new audience segment automatically generates a complementary customer journey, saving marketers time while also ensuring they deliver a personalized customer experience. Create Cohesive Branding: Text and images for the marketing campaign are generated with Copilot, using the brand profile which can be configured with simply a website URL, allowing you to automatically scale your branding across every marketing deliverable. Automate Personalized Touchpoints: Promotional e-mails or event invitations are automatically created with Copilot and can be edited directly within the project board. Image editing is enhanced by Microsoft’s partnership with Typeface, an enterprise-grade generative AI application for supercharging personalized content and ensuring brand authenticity. The embedded Typeface features generate and curate on-brand images directly within Dynamics 365 Customer Insights. As these features head to general availability in calendar Q3 of 2024, Microsoft will continue to invest in these new Copilot capabilities - allowing further content curation, journey testing, and metrics monitoring to optimize campaigns. Until then, encourage your existing Dynamics 365 Customer Insights customers to sign up for our early access public preview at aka.ms/CI-EarlyAccess. Call to Action Familiarize yourself with the NRF announcements Register your customer for the Copilot in Dynamics 365 Customer Insights Early Access Public Preview at aka.ms/CI-EarlyAccess Bookmark the Dynamics 365 Customer Insights Partner Hub page Review the Dynamics 365 Customer Insights Product Page Join the new Dynamics 365 Partner and Microsoft Power Platform Partner channels on LinkedIn! Ask questions in the Business Applications Microsoft Partner CommunityMicrosoft Ignite Announcements
Release Summary On November 15-16 at Ignite, Microsoft is announcing new Microsoft Copilot experiences that empower organizations to unlock value from a range of systems of record, with tight integration with Copilot for Microsoft 365. In conjunction with these new Copilot experiences, Microsoft is also announcing new and updated Copilot capabilities for Dynamics 365, and updates in Power Platform. The Ignite announcements include: Microsoft Copilot Studio, a low-code tool to customize Microsoft Copilot for Microsoft 365 and build standalone copilots. Copilot Studio exposes a full end-to-end lifecycle for customizations and standalone copilots within a single pane of glass—you can build, deploy, analyze, and manage all from within the same web experience. Microsoft Copilot for Service, which includes Copilot for Microsoft 365, helps organizations boost agent productivity and deliver compelling service experiences by modernizing existing contact centers with generative AI. Microsoft Copilot for Sales, which includes Copilot for Microsoft 365, allowing sellers to seamlessly harness the benefits of generative AI across all sales and productivity workflows, including Teams and Outlook New Copilot capabilities in Dynamics 365 to drive efficiency across the organization, featuring updates that help marketing, sales, and field service professionals provide exceptional customer experiences. New Copilot capabilities in Power Automate, makers can use natural language to generate scripts, saving time and increasing proficiency, and CoE teams can now analyze the health and performance of their automation activity. New capabilities in Managed Environments for Power Platform, allows admins to establish environment groups and set rules, along with an advisor that will provide a simpler way to gain insights into what is happening with all environments. Enhancements to Power Apps to help create AI-infused apps at scale, enabling copilot for all canvas apps users, and a native UI/UX experience which optimizes all mobile apps for devices with more reliable performance. Event Information Microsoft Ignite is where IT Professionals, administrators, implementers, developers, cloud architects and decision makers come together to develop technical skills and take careers to the next level by learning from Microsoft leaders, experts, and industry partners. Attendees will be the first to hear about the latest news and announcements around Microsoft products and have an opportunity to tune into over 200 sessions. Digital registration is open! Register here. Product Announcements Microsoft Copilot Studio Introducing Microsoft Copilot Studio, which enables organizations to customize Microsoft Copilot for Microsoft 365 (Public Preview) or build their own copilot from scratch (Generally Available) using the visual copilot development environment. Citizen IT and pro developers can use their organizational data, plugins, and data connectors to extend and create copilots that suit each organization’s needs including managing specific scenarios that require authored responses or workflows. With this new announcement, Power Virtual Agents capabilities will join with Microsoft Copilot Studio, our new conversational AI platform. As a result, the Power Virtual Agents name will no longer be used. This will not require any action or impact to the customer. Readiness & Enablement Resources Read the announcement blog: aka.ms/MCSblog Read the Partner Hub blog post: aka.ms/BApartnerblog-MCS Review the Microsoft Copilot Studio Partner Hub Page Watch the sizzle - aka.ms/CopilotStudioSizzle Review the demo - aka.ms/CopilotStudioDemo Inform your existing Power Virtual Agents customers of the change with this blog: aka.ms/MCSblog2 Dynamics 365 Field Service updates On November 15, Microsoft announced new Copilot capabilities and more integrated experiences to streamline service operations with Dynamics 365 Field Service: The integration with Microsoft 365 Chat will enable frontline workers to access key work order information in the flow of work in Microsoft Teams via natural language (public preview in December). Copilot in Dynamics 365 Field Service mobile will boost technician productivity by streamlining workflows - from providing summaries of key points in work orders to suggesting work order updates - saving them time so they can focus on exceeding customer expectations (public preview in December). Access to Dynamics 365 Guides and Remote Assist within Dynamics 365 Field Service at no additional cost will enable Dynamics 365 Field Service customers to equip technicians with step-by-step instructions and real-time expert help - key for improving important KPIs such as first-time fix rates (generally available in December). Dynamics 365 Field Service Contractor (New SKU) for providing essential work order management functionality to vendors will make it easier to scale service operations to meet demand (generally available in December). Seamless financial and inventory data flow between Dynamics 365 Field Service and Dynamics 365 Finance and D365 Supply Chain Management will help ensure the frontline and back office stay in sync (available now in preview). Readiness & Enablement Resources Connected Field Service demo video, guided click through and unguided click through Dynamics 356 IT Pro blog Dynamics 365 Field Service Partner Hub Page New Copilot in Dynamics 365 Customer Insights features, enhancements, and partnerships Microsoft announced new capabilities in Dynamics 365 Customer Insights that help marketers, sellers and customer-centric teams collaborate. AI-generated customer profile summary including demographic, transactional, behavioral, and analytics data to generate key insights instantaneously for quick customer understanding (for organizations that have both D365 Customer Insights and D365 Sales Enterprise or Premium subscriptions; available in public preview in December). Already in public preview, marketers can qualify their leads using metrics such as engagement scores and provide seamless handoffs to their sellers, ensuring marketing and sales teams maximize the opportunity pipeline and increase win rates. A new partnership with Optimizely will enable organizations to leverage segments and journeys built in Customer Insights in Optimizely to build campaigns that can be personalized in real-time without writing any code (available in public preview mid-December). Readiness & Enablement Resources Dynamics 365 Ignite Announcements Blog Dynamics 365 Customer Insights Partner Hub Page New Copilot in Dynamics 365 Sales Features Building on the momentum of copilot in Dynamics 365 Sales, earning distinctive leadership positions from Gartner and Forrester, today, Microsoft announced two new copilot experiences in Dynamics 365 Sales that allow sellers to interact with their data using natural language. Available in public preview in December, use natural language with Copilot in D365 Sales to get contextual insights and recommendations for leads and opportunities. Copilot in D365 Sales also has a new full-screen view where sellers can use natural language or pre-built prompts to gain a quick understanding of customers, deals, meetings, forecast, and more. The full-screen view is rolling out starting November in Asia/Europe, and December in North America. Readiness & Enablement Resources Dynamics 365 Ignite Announcements Blog Dynamics 365 Sales Partner Hub Page Gartner MQ Blog and Gartner MQ Report Forrester Wave Blog and Forrester Wave Report Microsoft Copilot for Service Copilot for Service synthesizes vast amounts of data already available from an organization’s trusted knowledge sources to provide relevant, timely guidance to agents in their flow of work. Without costly development time or rip and replace efforts, organizations can simply point to their data—such as public websites, SharePoint, knowledgebase articles, and offline files—and in a few minutes unlock generative AI-powered conversations across all of their data with out-of-the-box integrations for Salesforce, ServiceNow, and Zendesk. Agents can simply ask Copilot questions in natural language to receive relevant answers that leverage existing contact center knowledge to enhance agent productivity and customer satisfaction. And since Copilot for Microsoft 365 is included in Copilot for Service, organizations will also benefit more broadly from productivity enhancements in the tools agents already use every day, such as Outlook and Teams. Copilot for Service will be available in public preview in early December. General availability is targeted for the first quarter of 2024. Pricing will be $50 per user/month. Readiness & Enablement Resources Copilot for Service announcement blog Watch the following from Microsoft Ignite: Becoming an AI-Powered Organization with Microsoft Copilot (Keynote, in-person and online) Transforming service organizations with generative AI (Breakout, in-person and online) Microsoft Copilot for Sales Microsoft Copilot for Sales is the next evolution of Microsoft Sales Copilot, bringing the power of Microsoft Copilot for M365, Microsoft Copilot Studio, and seller specific insights and actions in the flow of work. Copilot for Sales works with any CRM, helps sellers save time and energy, generate innovative ideas, build stronger customer relationships, and ultimately close more deals. Copilot for Sales, inclusive of the Copilot for M365 subscription, will be available first quarter CY24 at $50 per user per month. Customers who own Microsoft Copilot for M365 will be able to purchase Copilot for Sales as a $20 step- up SKU. D365 Sales Premium customers can purchase the Copilot for M365 subscription ($30) to unlock the full power of the new Copilot for Sales product. For current standalone Sales Copilot customers, Microsoft is working on a plan to support them and/or transition to the new offer. There will be more specific details available by December. Continue using the hero motion of Dynamics 365 Sales, where Microsoft has both product leadership, value leadership, and momentum against Salesforce. For existing and new Dynamics 365 Sales customers, there will be no loss in copilot capabilities, and Copilot in Dynamics 365 Sales will continue to receive significant innovation. Readiness & Enablement Resources Dynamics 365 Ignite Announcements Blog Microsoft Sales Copilot for Salesforce click-through demo Benefits of Microsoft Copilot for Sales E-book Advanced governance features in Managed Environments for Power Platform Microsoft announced three new governance capabilities for Microsoft Power Platform allowing IT admins the ability to proactively govern their enterprise at-scale. Now in public preview, advisor in Managed Environments for Power Platform provides recommendations and inline actions for ITDMs to govern and secure their platform. AI-generated app descriptions, now in public preview, provide automatic descriptions of applications to help IT admins understand their applications. Environment groups and rules, currently in private preview, gives IT admins control of environments by creating environment groupings and applying custom rule sets to those groups. Readiness & Enablement Resources Read the IT Pro blog to learn about extensibility and plugins: aka.ms/DataverseIgnite2023 Read the Power Apps blog to learn about the new Managed Environments features Watch the BRK215: Operating Power Platform at Enterprise Scale Ignite Breakout Session Announcing new time-saving experiences for Copilot in Power Automate Earlier this year, we launched Copilot in Power Automate with functionality for cloud flows and later for process mining. Now we announced further integration with Copilot for desktop flows and orchestration, enabling faster assistance in Power Automate for desktop and for analyzing automation in “desktop flow activity” within the web portal. This helps extend Copilot across multiple key touchpoints in the product and provide a seamless user experience. Readiness & Enablement Resources Check out the official Power Automate blog post with our new sizzle video: aka.ms/PowerAutomate/Sizzle/Copilot Dive deeper into the official documentation: aka.ms/Ignite2023/PowerAutomateDocs Watch BRK213: Improve Efficiency with Power Automate Process Mining and RPA Power Apps adds more Copilot options by default and improves mobile experience Copilot will now be able to respond to queries about Dataverse data in canvas apps without needing any configuration from makers (limited preview in December, public preview in Q1 2024). Copilot will also create text input in apps and can be set up to reply to pre-set prompts using the new Copilot answer control capability (public preview in December), saving users time. For advanced use cases, makers will be able to fully customize Copilot in apps through Microsoft Copilot Studio straight from Power Apps Studio. Developing native apps for mobile users also becomes easier with native mobile UI/UX (public preview in December), making mobile apps more reliable and useful to end users. Readiness & Enablement Resources Get familiar with the newest capabilities in Power Apps in the Power Apps Ignite blog Watch the BRK216H: Accelerate impact with AI-powered low code tools Watch the DIS613H: Generative AI for low code development Q&A Call to Action Register for Ignite Register for the Nov. 29 Ignite Recap for Business Applications Partners Review the Partner Hub Blog post on Microsoft Copilot Studio Ask questions in the Business Applications Microsoft Partner CommunityPartner Alert: Announcing Microsoft Dynamics 365 Contact Center
Summary On June 4 at the Customer Contact Week event, Microsoft announced the Microsoft Dynamics 365 Contact Center, which will become generally available (GA) on July 1, 2024. Dynamics 365 Contact Center is a Copilot-first contact center solution that delivers generative AI to every customer engagement and enables customers to keep their current CRM, whether Dynamics 365, Salesforce, or other custom CRMs. With this launch, Microsoft reaches the latest milestone in the journey toward modernizing customer service with generative AI throughout the contact center workflow—spanning the channels of communication, self-service, intelligent routing, agent-assisted service, and operations to help contact centers solve problems faster, empower agents, and reduce costs. Existing customers using the digital and voice channel add-ins with Dynamics 365 Customer Service will benefit from Dynamics 365 Contact Center and have a transition path to the new solution. Pricing and other information will be disclosed at GA. Microsoft Dynamics 365 Contact Center Dynamics 365 Contact Center is a contact center as a service (CCaaS) offering, enabling customers to bring the best of generative AI and omnichannel support to their contact center. Key capabilities include: Effortless self-service Customers have the freedom to engage in their channel of choice across voice, SMS, chat, email, and social media apps. Sophisticated pre-integrated copilots for digital channels drive context-aware, personalized conversations for rich self-service experiences. Provide a frictionless conversational IVR experience in real time through natural, human-like interactions. Accelerated human-assisted service Intelligent unified routing steers incoming requests that require a human touch to the agent best suited to help, enhancing service quality and minimizing wasted effort. Agents gain a 360-degree view of customers and AI tools for real-time sentiment analysis, translation, transcription, and more to help streamline service. Let Copilot automate repetitive agent tasks such as conversation summary, drafting emails, suggested responses, and knowledge search. Operational efficiency Generative AI based real-time reporting allows service leaders to optimize contact center operations across all support channels including their workforce. Maximize Copilot by connecting it to an organization’s existing data and business applications using more than 1,200 pre-built connectors that eliminate the need for expensive IT integration. Empower employee helpdesk and human resources functions using Microsoft Teams as a secure, integrated engagement channel. Call to Action Learn more about Dynamics 365 Contact Center and the value that it will provide to customers. Understand how this exciting news complements and reinforces Microsoft’s core strategy of landing Dynamics 365 Service solutions into every organization. In addition, the announcement is supported by promotion June 4-6 at Customer Contact Week (CCW) in Las Vegas, the largest contact center event in North America. Find more information on the Dynamics 365 Partner Hub Read the announcement on the official Microsoft blog for an overview of Microsoft’s offer and market viewpoint Leverage the following new partner assets now available in on Partner Hub: Microsoft Dynamics 365 Contact Center BDM Pitch Deck Microsoft Dynamics 365 Contact Center Demo video Microsoft Dynamics 365 Contact Center Sizzle video More resources will roll out aligned with GA on July 1st. Visit the Partner Hub for the latest updates Stay Connected with Business Applications Partner Resources NEW! Sign up for the Dynamics 365 and Power Platform Partner Newsletters Follow the Dynamics 365 and Power Platform partner LinkedIn channels Bookmark the Dynamics 365 and Power Platform Partner Hub pages Join and engage in the Business Applications Microsoft Partner Community
D365 Marketing transitional offer for existing customers (CSP)
Last summer, I watched the webinar on the launch of D365 Customer Insight (https://learning.eventbuilder.com/event/76690). In the webinar, they showed the slide about the transitional offer for the existing customers that they could renew their existing D365 Marketing subscription till September 1, 2025. Not only EA but also CSP customers. However, I was reading this Learn page which explains that "This renewal must be made during the transitional offer window that will run through September 1, 2024". https://learn.microsoft.com/en-us/dynamics365/customer-insights/journeys/ci-faq#general This would effect to some of our customers. Did Microsoft change the schedule or is "2025" just a typo? In fact, the renewal status of one of our customers' subscription is "auto renews on" which means that the subscription will be renewed automatically on the renewal date. If SKUs are not available after current contract is expired, the status should be "expired on", shouldn't it? As long as I see. the transitional offer is available until 2015 but I need the confirmation.Partner Opportunity to Influence the ISV Copilot Tooling Roadmap.
Microsoft Partners - We're sharing an opportunity for you to contribute to the Microsoft roadmap for tooling and capabilities that help ISVs build, deploy, and monitor Copilots. Voice your company's thoughts on what features and capabilities would help your company whether you're considering a custom Copilot or have already built one. Complete this survey (~5 mins) by EOD 11/22 to influence the roadmap. In this context, Copilot refers custom Copilots, Microsoft Copilots extensions, autonomous agents, and genAI infused Industry applications.
