MS Dynamics 365 IA

Juan Rafael
Solutions Architect Dynamics 365
 Dynamics 365 Copilot
Generate ideas and Perform and automate Get insights and
content faster tasks faster next best actions

The world’s first AI copilot in both CRM and ERP

Copilot features powered by Azure OpenAI Service

natively built-in to Dynamics 365 for every job role

Build on Microsoft’s trusted and responsible AI foundation

 Field Service

Dynamics 365
Field Service
 Sales

Dynamics 365
Sales
 Customer Services

Dynamics 365
Customer
Service
 SCM

Dynamics 365
Finance &
Supply chain
 Dynamics 365 quenches G&J
Pepsi-Cola Bottlers’ thirst for
Customer:
G&J Pepsi-Cola Bottlers innovation, integration, and agility
Industry:
Consumer Goods
Size:
1,000 – 9,999 employees
Country:
USA
“I am really excited about working with Copilot capabilities as I believe it will completely change
Products and services: the way our employees at G&J Pepsi interact with Dynamics 365 Field Service. It will be a game
Microsoft Power Platform
• Power Apps changer for our field service and frontline teams, allowing them to enhance their best-in-class
• Power Automate service by getting access to the information they need faster than ever before.”
• Power BI
• Dataverse
—Eric McKinney, Director of Enterprise Infrastructure, G&J Pepsi
Dynamics 365
• Field Service Situation: Solution: Impact:
• Sales
• Remote Assist As a significant element of G&J Pepsi- G&J Pepsi integrated Dynamics 365 The solution has unified the cross-
Microsoft Teams Cola Bottlers, Inc.’s digital and business Sales and Dynamics 365 Field Service functional customer journey, leading
transformation journey, the organization on top of Power Platform, producing to better results across the board—an
needed an end-to-end view of its both immediate and significant 8 percent increase in revenue and 6.6
Read full story here customers. Having unified data at the results. Leads are fed into D365 and decrease in operating expenses as
hands of frontline employees would funneled to the best resources. well as increased productivity,
enable field technicians to pursue the Service Technicians are “fed” all increase efficiency, higher lead
company’s greatest revenue-generating installation information via an app, no conversion and market share, along
opportunity. more paper and lag time. with cost reductions.
 Field Service status updates

1
Dynamics 365 Dynamics 365
6
Sales 3 Field Service VIP
2 Beverage
Lead qualification Experlogix CPQ System
Customer Opportunity ROI estimate Installation preparation

Engagement
Management (CEM) Account Installation work
Overview: New set up order creation 4 Scheduling
Equipment
delivery/installation 5
Customer Set-up
Azure Data
Work order and timeline alerts Factory
Customer:

7
G&J Pepsi-Cola Bottlers

Industry:
Consumer Goods
Outlook Power
Size: Dataverse
1,000 – 9,999 employees Automate
Country:
USA
1. Leads from several sources are loaded into Dynamics 365 Sales and qualified by the business development representative.
Products and services:
Microsoft Power Platform
• Power Apps 2. New account is set-up, including ROI estimate (Experlogix CPQ), account number assignment, and the generation of work order for
• Power Automate
• Power BI each piece of equipment.
• Dataverse
Dynamics 365
• Field Service
3. Work order flows seamless from Dynamics 365 Sales to Dynamics 365 Field Service and is first reviewed by installation prep team.
• Sales
• Remote Assist 4. Work order is deployed for scheduling.
Microsoft Teams
5. Work order is released to Field Service Technician for installation.
Read full story here
6. Data is sent to additional systems for processing and storage—from G&J Pepsi corporate system, VIP, to Azure Data Factory to SQL
and Dataverse.
7. At several points in the process, Power Automate is leveraged to trigger email alerts or additional processes both inside of and outside
of Dynamics 365 to complete necessary steps.
 In Public preview

Power platform & Power Apps

Microsoft Fabric
Dynamics 365
Sales

Dynamics & Dataverse data

available in Microsoft Fabric Dynamics 365
Customer
immediately, no ETL, no data copy Service

Dynamics 365
Field Service
Dataverse Microsoft Fabric
Dynamics 365
Marketing

Dynamics 365
Finance & Microsoft OneLake
Supply chain
 In Public preview

Power platform & Power Apps

Microsoft Fabric
Power
Automate
Dynamics & Dataverse data
available in Microsoft Fabric
immediately, no ETL, no data copy Power Pages

Makers can build Apps with

Power
insights from Microsoft OneLake Virtual agents
no ETL, no data copy Microsoft Fabric Dataverse
Power Fx

AI builder
Microsoft OneLake
 Copilot in
Dynamics 365 Commerce

Microsoft Confidential: Content is shared under NDA with Microsoft CAB members
 Copilot
in
Dynamics 365 Commerce
Companion to turbocharge your sales and customer engagement
POS | HQ | Site Builder | B2B

Copilot in Dynamics 365 Commerce - Vision

Copilot in POS Copilot in HQ Copilot in Site Builder Copilot in eCommerce site

(Store associate/manager) (Backoffice user) (Site author/Web designer) (End-consumer/shopper)

Copilot works alongside you and Copilot works alongside you to Copilot works alongside you to Copilot provides your B2B buyers
helps increase your in-store help configure and manage your help you manage your e- with engaging and personalized
productivity Back Office operations commerce sites more effectively experiences
• Q&A • Q&A • Product enrichment • Assisted bulk ordering
• In-app tutor • In-app tutor • Site enrichment • Personalized order templates
• In-app automation • In-app automation • Site creation • Account summary dashboard
• Insights and reports • Insights and reports • Image variations • AI boosted conversations via
PVA to assist with
• GitHub Copilot for Commerce • Product descriptions • Insights and reports
SDKs • Product search
• GitHub Copilot for Commerce • GitHub Copilot for Commerce
SDKs • Product
SDKs
recommendations
• Chatbot
• Order updates
• Inventory lookup
 Copilot in POS
Turbocharge your store associates to provide
better customer service and boost sales
POS | HQ | Site Builder | eCommerce site

Q&A in POS

GPT can respond to store associate questions in

real-time

• Store associates often have question on

customers, products, store inventory or orders,
but it is not easy to find this info if there are no
canned reports or quick lookups available

• GPT-powered Q&A in POS can respond to their

questions in real-time and save them the
time/effort required for tedious lookups

• Additionally, GPT can also assist POS users with

performing manual tasks such as inventory
updates, checkouts or returns

Exploratory
evaluation
POS | HQ | Site Builder | eCommerce site

Insights and reports in POS

Copilot can create reports with meaningful

insights with simple natural language-based
prompts from Store associates.

• Proactive insights and customer summaries

enabling store associates to provide better
clienteling to customers
• Democratize access to insights in your local store
sales performance data
• Use simple prompts to explore, understand and
predict store business needs
• Ask questions about sales, customers,
employees, and inventory for your store, receive
answers in moments

Exploratory
evaluation
POS | HQ | Site Builder | eCommerce site

Copilot assisted Store Sales

Copilot can be a true companion to assist store

associate engage with customers better and boost
conversions.

• Elevating customers in-store shopping experience

• Improvement in customer engagement
• Boost in sales with enhanced up-selling/cross-
selling opportunities
• Enable ‘novice’ store associate to become an
‘expert’ sales-person

Exploratory
evaluation
Copilot in POS
Turbocharge your store associate producitivity
 Thank you!

Microsoft Confidential: Content is shared under NDA with Microsoft CAB members