Session Abstract

Qualify a lead, close a case, or walk into a renewal meeting fully briefed, all from the sales and service agents built into Dynamics 365. Ask a question and pull a grounded answer straight from your CRM and your calendar. Hand a prompt to Copilot Cowork and walk away with updated records, a finished presentation, and a drafted email, ready before your next meeting. Auto-fill a case description as you work, and walk into every quality review already scored against your team's framework. In this technical session you'll learn how these agents move with you from first touch to case resolution, right inside the apps you work in every day: M365 Copilot Cowork, Microsoft Teams, Word, Outlook, and the Dynamics 365 Sales and Service apps. You'll learn the mechanics of how everything works and the options not only to customize the experience with your own skills and instructions, but how you can achieve the same outcomes in your own Model Driven Apps.

Note to event organizers

This is a technical session requiring attendees to have at least a 200-level knowledge of Dynamics 365 or Power Platform Model Driven Apps along with a 100-level understanding of Copilot Studio.

Sharon Smith

I'm a twin Microsoft Business Applications MVP in Customer Experience and Customer Service. An expert Microsoft Certified Senior Dynamics 365 & Agentic AI Solution Architect specialising in the Global Public Sector, Aerospace & Defence, and Tech & Digital sectors. I've led the delivery and implementation of several tailored and value-oriented solutions to meet diverse global and national business requirements. As Founder of the Community-led organisation The Mentoring Hub, an Microsoft Global Community Initiative (MGCI) Regional Leader, and an international public speaker, I have a 'thing' for learning, a thirst for knowledge, and a desire for sharing both to uplift and empower all.