The document discusses how Copilot, powered by Azure OpenAI, can be used in various Dynamics 365 applications like Field Service, Sales, Customer Service, and Supply Chain. It provides examples of how Copilot can generate ideas/content faster, perform tasks automatically, and provide insights. For a customer, G&J Pepsi, integrating D365 apps and Power Platform produced immediate results like an 8% revenue increase and 6.6% decrease in expenses. The document then discusses how Copilot could be used in specific D365 Commerce scenarios to help store associates, back office users, and customers through features like Q&A, reports, assisted ordering, and more.

1. MS Dynamics 365 IA
Juan Rafael
Solutions Architect Dynamics 365

2. Dynamics 365 Copilot
Copilot features powered by Azure OpenAI Service
natively built-in to Dynamics 365 for every job role
The world’s first AI copilot in both CRM and ERP
Build on Microsoft’s trusted and responsible AI foundation
Generate ideas and
content faster
Perform and automate
tasks faster
Get insights and
next best actions

4. Field Service
Dynamics 365
Field Service

5. Sales
Dynamics 365
Sales

6. Customer Services
Dynamics 365
Customer
Service

7. SCM
Dynamics 365
Finance &
Supply chain

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

9. Customer
Engagement
Management (CEM)
Overview: New
Customer Set-up
Customer:
G&J Pepsi-Cola Bottlers
Industry:
Consumer Goods
Size:
1,000 – 9,999 employees
Country:
USA
Products and services:
Microsoft Power Platform
• Power Apps
• Power Automate
• Power BI
• Dataverse
Dynamics 365
• Field Service
• Sales
• Remote Assist
Microsoft Teams
Read full story here
VIP
Beverage
System
Dynamics 365
Sales
Lead qualification
Account
set up
Dynamics 365
Field Service
Experlogix CPQ
Opportunity ROI estimate
Azure Data
Factory
Installation work
order creation Scheduling
Installation preparation
Equipment
delivery/installation
Power
Automate
Dataverse
Outlook
Field Service status updates
Work order and timeline alerts
1
2
4 5
6
7
3
1. Leads from several sources are loaded into Dynamics 365 Sales and qualified by the business development representative.
2. New account is set-up, including ROI estimate (Experlogix CPQ), account number assignment, and the generation of work order for
each piece of equipment.
3. Work order flows seamless from Dynamics 365 Sales to Dynamics 365 Field Service and is first reviewed by installation prep team.
4. Work order is deployed for scheduling.
5. Work order is released to Field Service Technician for installation.
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.

10. Dynamics & Dataverse data
available in Microsoft Fabric
immediately, no ETL, no data copy
Dataverse
Dynamics 365
Marketing
Power Apps
Dynamics 365
Field Service
Dynamics 365
Sales
Dynamics 365
Customer
Service
Power platform &
Microsoft Fabric
Dynamics 365
Finance &
Supply chain
In Public preview
Microsoft Fabric
Microsoft OneLake

11. Dynamics & Dataverse data
available in Microsoft Fabric
immediately, no ETL, no data copy
Makers can build Apps with
insights from Microsoft OneLake
no ETL, no data copy
Dataverse
Power Apps
Power platform &
Microsoft Fabric
Power
Automate
Power Pages
Power
Virtual agents
Power Fx
AI builder
In Public preview
Microsoft Fabric
Microsoft OneLake

12. Microsoft Confidential: Content is shared under NDA with Microsoft CAB members
Copilot in
Dynamics 365 Commerce

13. Copilot
in
Dynamics 365 Commerce
Companion to turbocharge your sales and customer engagement

14. Copilot in Dynamics 365 Commerce - Vision
POS | HQ | Site Builder | B2B
Copilot in Site Builder
(Site author/Web designer)
Copilot in eCommerce site
(End-consumer/shopper)
Copilot works alongside you to
help configure and manage your
Back Office operations
• Q&A
• In-app tutor
• In-app automation
• Insights and reports
• Product descriptions
• GitHub Copilot for Commerce
SDKs
Copilot works alongside you to
help you manage your e-
commerce sites more effectively
• Product enrichment
• Site enrichment
• Site creation
• Image variations
• Insights and reports
• GitHub Copilot for Commerce
SDKs
Copilot provides your B2B buyers
with engaging and personalized
experiences
• Assisted bulk ordering
• Personalized order templates
• Account summary dashboard
• AI boosted conversations via
PVA to assist with
• Product search
• Product
recommendations
• Chatbot
• Order updates
• Inventory lookup
Copilot in HQ
(Backoffice user)
Copilot works alongside you and
helps increase your in-store
productivity
• Q&A
• In-app tutor
• In-app automation
• Insights and reports
• GitHub Copilot for Commerce
SDKs
Copilot in POS
(Store associate/manager)

15. Copilot in POS
Turbocharge your store associates to provide
better customer service and boost sales

16. 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
Q&A in POS
POS | HQ | Site Builder | eCommerce site
Exploratory
evaluation

17. 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
POS | HQ | Site Builder | eCommerce site
Exploratory
evaluation

18. 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
POS | HQ | Site Builder | eCommerce site
Exploratory
evaluation

19. Copilot in POS
Turbocharge your store associate producitivity

20. Microsoft Confidential: Content is shared under NDA with Microsoft CAB members
Thank you!