Customer service agents face challenges such as access to relevant data and the right technological tools, with some juggling up to 10 different systems to address a single issue. Each step in the process of resolving customer issues is time-consuming and complex, with agents spending significant time researching cases and seeking out solutions. As customer inquiries increase in volume and complexity, organizations must find ways to streamline processes, reduce the workload on agents, and improve the overall customer experience.

This week on the podcast, we have Edgar Wilson II, Principal Program Manager for Customer Service Business Applications to highlight what Copilot for Service is and how customers can extract value from it.

• What is Copilot for Service?
• How is this different than D365 CS?
• How can a customer get started?

• Official Microsoft Copilot for Service documentation - Copilot for Service | Microsoft Learn
• Quickstart—create and deploy Copilot for Service - Copilot for Service | Microsoft Learn
• Get started with Microsoft Copilot for Service - Training | Microsoft Learn

"Hi, my name is Edgar Wilson, Principal Program Manager in the Dynamics 365 Customer Service group. I hold over 15 years of Dynamics experience having spent 7 years with prestigious implementation partners including Aderant, Customer Effective and Hitachi. During this time I worked as an architect and technical consultant implementing Dynamics in a variety of industries including Financial Services, Healthcare and manufacturing. I’ve been at Microsoft 8 years, holding a variety of roles in sales and engineering in the business applications group."

Connect with Edgar - Edgar Wilson II | LinkedIn

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What was your first interaction with technology? For our Guest, Greg Williams, VP of Strategy at Western Computer, it involved a green screen. Fast forward to the present, and he's helping organizations of various sizes implement business applications and AI technologies into their business processes to make drive growth, improve efficiency and enhance the employee experience.

• Given your extensive history and experience with Technology and business applications, how have they transformed since you started working with them?
• Can you help our listeners understand how they should think about technology in the context of their existing business strategies?
• What are the strategy pitfalls companies make when in regards to investing into a technology solution?

• Western Computer | Microsoft Dynamics 365 Gold ERP Partner
• Copilot for Dynamics 365 | Microsoft Learn

About Greg Williams

With over two decades of experience in the realm of Microsoft Dynamics, I’ve been a trusted partner for businesses seeking streamlined operations. My expertise lies in the intricate dance of manufacturing and distribution, where I’ve orchestrated solutions that drive efficiency and growth.

Microsoft Dynamics Advocate: Since the late '90s, I’ve been in the trenches, unraveling complexities and optimizing processes for organizations.

Digital Transformation Enthusiast: My passion lies in guiding businesses toward a future where technology empowers them. Whether it’s automating workflows or embracing cloud solutions, count me in!

Microsoft Dynamics: From configuration to customization, I’ve navigated the Dynamics landscape.

Process Optimization: I thrive on untangling operational knots and making systems hum.

Distribution Excellence: Supply chains, logistics, and inventory management—my playground.

Connect with Greg - Greg Williams | LinkedIn

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Within Dynamics 365 Sales, Customer Service, Customer Insights Journeys, Field Service, Power Platform and Finance, users can utilize Copilot within their flow of work in each of the respective solutions. A seller can use Copilot to summarize an opportunity with D365 Sales. A customer service agent can ask Copilot a technical question about troubleshooting a product and Copilot will answer it because it is connected to an existing knowledge base. But what if the user is using Outlook or Teams? Well thanks to the Copilot integration with M365, users can access Copilot that's connected to their CRM within Outlook or Teams to update records, access business-critical information, and more. Copilot meets the end users wherever they are to ensure it can empower them right from their flow of work.

• How can users take advantage of D365 Copilot and M365 Copilot together?
• What will the cost be, and will users need a M365 copilot license in lieu of the D365 Copilot license?
• What new advancements does D365 have coming that you can share?

• Microsoft Copilot for Microsoft 365 | Microsoft 365
• Introducing Microsoft 365 Copilot | Microsoft 365 Blog
• Microsoft Copilot for Microsoft 365 overview | Microsoft Learn

Here's how Chris describes himself - "I am a Sales fanatic. With over 3 decades of experience in sales, sales operations, sales coaching, and sales strategy, I live for sales engagements and conversations! I am extremely passionate about the art of sales and the science of sales operations. Currently, as the Director of GTM strategy and motions for Business Applications at Microsoft, I focus on seller excellence, customer experience, and sales programs and automation. I reside in the great state of Minnesota, with my wife and two children. When I'm not selling or coaching, I enjoy MN Vikings football, Arsenal soccer, poker, golf, and hanging out at the lake. Please connect with me on LinkedIn!"

Connect with Chris - Chris Stedman | LinkedIn

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