Studies show that 70% of employees spend unnecessary time searching for information across multiple systems, leading to productivity losses and delayed responses.
According to a Gartner report, inefficient knowledge management costs organizations an average of $1.5 million annually. Microsoft Copilot Agents, integrated with Dynamics 365 and SharePoint, eliminate these inefficiencies by delivering instant, context-aware responses.
As Bill Gates once said, “The advance of technology is based on making it fit in so that you don’t really even notice it, so it’s part of everyday life.” Copilot Agents ensure that users can retrieve relevant information effortlessly, reducing manual searches and improving decision-making.
Let’s explore how Copilot Agents optimize knowledge discovery by searching articles in CRM and SharePoint, utilizing Generative AI for intelligent responses, and creating case records when no suitable information is available.
Information Silos and Delayed Responses
Many organizations struggle with fragmented knowledge sources, where essential articles and documents are stored across multiple platforms, such as Dynamics 365 CRM and SharePoint, or even more. This results in:
Sales and support teams spend excessive time searching for relevant information.
Delays in responding to customer queries, impacting satisfaction and resolution times.
Inefficiencies in case management due to a lack of consolidated data access.
Imagine being a paralegal involved in a critical case wasting hours, days, and weeks fetching the right data. Only photogenic memory powers like Mike Ross could help then, eh?
In real life, Microsoft Copilot Agents solve these challenges by seamlessly retrieving, synthesizing, and presenting information, reducing manual efforts and improving decision-making.
How Copilot Agents Search for Knowledge in CRM & SharePoint
Step 1: Searching for Articles in Dynamics 365 CRM
When a user queries Copilot for specific information, the AI agent first scans Dynamics 365 CRM for relevant articles stored in the knowledge base. These articles often contain structured content, including FAQs, troubleshooting guides, and internal documentation.
For instance, a support agent handling a technical query about a product issue can simply ask Copilot:
“How do I reset the software settings for Product X?”
Copilot will instantly search the CRM knowledge base for a relevant article and present the answer without requiring manual lookup.
Step 2: Expanding the Search to SharePoint
If no relevant article is found in Dynamics CRM, Copilot automatically extends the search to SharePoint. Many organizations store technical documents, policy guidelines, and product manuals in SharePoint libraries.
For example, if a sales representative needs the latest pricing document but it isn’t available in CRM, Copilot searches SharePoint repositories and retrieves the relevant document, ensuring that the rep has up-to-date information.
This cross-platform search eliminates knowledge silos, allowing teams to access the right information regardless of its storage location.
Step 3: Leveraging Generative AI for Intelligent Responses
If Copilot fails to find a suitable response in both CRM and SharePoint, it utilizes Generative AI to formulate an answer based on available enterprise data and contextual insights.
For example, if a customer asks, “Can Product Y integrate with third-party API Z?” and no explicit documentation exists, Generative AI analyzes related knowledge and provides an informed response based on existing integrations and configurations.
This AI-powered capability enhances user experience by reducing dependencies on predefined documentation, allowing for more dynamic and context-aware assistance.
Step 4: Creating a Case Record in Dynamics CRM
If none of the above methods yield a satisfactory response, Copilot ensures that the query is not lost. Instead, it automatically creates a case record in Dynamics CRM for follow-up.
For instance, if a customer inquires about an undocumented product issue, Copilot logs the case, assigns it to the appropriate support team, and notifies relevant stakeholders for resolution.
This proactive approach ensures that every query is addressed, preventing service gaps and enhancing customer satisfaction.
Key Benefits of Using Copilot Agents for Knowledge Retrieval
Faster Query Resolution – Eliminates manual searches by fetching information directly from CRM and SharePoint.AI-Driven Insights – Uses Generative AI to provide intelligent, context-aware responses.Improved Case Management – Automatically creates cases for unresolved queries, ensuring no request goes unanswered.Seamless Integration – Works within Dynamics 365, SharePoint, and more, providing a unified knowledge experience.
If this automation intrigues you and you wish to explore & pursue this further for your business, Team Inogic Professional Services has an upcoming webinar on the same-
📅 Date: 26th February, 2025⏰ Time: 4 PM AEDT | 11 AM CET | 11 AM EDT
Register Now
You will witness the Copilot Agent retrieving knowledge Articles in Dynamics CRM involving SharePoint data, live
Key Highlights of the Webinar would be
Boost productivity in Dynamics 365 with AI-powered search across CRM and SharePoint
Say goodbye to inefficiencies with Copilot’s intelligent, multi-layered approach.
Explore real-world use cases of automated responses & case creation.
Leverage predictive analytics for better decision-making & engagement.
If you can’t make it for the live session, we would share a recording with you!
So, don’t think much register now!
For more details, queries, and information, you can mail us at crm@inogic.com
The Inogic Professional Services Division provides development and consultation services for businesses globally. It offers functional and technical expertise in integrating the application into the existing systems, customizing and automating the functions, and platform migrations.
To explore more about the working and implementation of Copilot Agents, & others such as Dynamics 365 Field Service, Sales, Customer Service, Power Apps, Azure OpenAI, and more connect with the Inogic Services team at crm@inogic.com. For 10+ years the division has partnered for several outsourced projects and served as a dedicated FTE and ODC.
Explore the plethora of services offered by the Inogic Professional Services Division and check out our Blogs, Client Testimonials, Video Library, etc.
See you at the Webinar!
