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Customize Copilot in Dynamics 365 Sales

Customize Copilot chat to make it more intelligent and relevant for your organization. You can customize the following aspects of the Copilot chat experience in Dynamics 365 Sales:

  • Add additional topics to help Copilot learn from your organization's data, content, and processes.
  • Customize the prompt guide to include the most relevant prompts for your organization.
  • Add glossary terms to help Copilot understand your business terms.

Note

Prerequisites for customization

To customize Copilot in Dynamics 365 Sales, you must have the Copilot Studio Author role. Contact your tenant administrator to assign the role to you in the Power Platform Admin Center. To know more about the role, see Copilot Studio authors.

Customize Copilot using Copilot Studio (preview)

[This section is prerelease documentation and is subject to change.]

Use a solution to manage your customizations so that you can easily deploy them across different environments. Learn more at Create a solution in Copilot Studio

Important

  • This is a preview feature.
  • Preview features aren’t meant for production use and might have restricted functionality. These features are subject to supplemental terms of use, and are available before an official release so that customers can get early access and provide feedback.

  1. Sign in to Copilot Studio.

  2. Select your Dynamics 365 environment and then select Agents.

  3. Select Copilot in Dynamics 365 Sales to customize Copilot in Dynamics 365 Sales.

  4. Customize the following aspects of Copilot chat experience:

    • Add a new topic to Copilot chat. The Image and Video message types from agent to user aren't supported. As a workaround, you can use Adaptive Cards.

      Note

      • Knowledge source isn't supported currently for Copilot in Dynamics 365 Sales.
      • The Image and Video message types from agent to user aren't supported. As a workaround, you can use Adaptive Cards.
    • Edit the SalesSparks topic to customize the prompt guide.

Add glossary to help Copilot understand your business terms

You can train Copilot in Dynamics 365 Sales to understand your business terms. Use glossary to map your business terms to columns in your tables so that sellers can seamlessly ask Copilot questions using your business terms. Let's say that you have a custom field called custom revenue in the opportunity table that stores the estimated revenue for an opportunity. You can add a glossary term to help Copilot understand that opportunity revenue refers to the custom revenue column in the opportunity table.

Note

The glossary feature is currently available only in English.

To add glossary terms:

  1. Open Copilot Studio and select your Dynamics 365 Sales environment.

  2. Select Agents > Copilot in Dynamics 365 Sales.

  3. Select SalesSpecificQnA under Knowledge section.

  4. Select the Glossary section and enter the term and description and select Next to add the term. See some sample terms and descriptions. Screenshot of the glossary configuration page in Copilot Studio.

  5. Select Save after you have added all the terms. The updated glossary terms are available after 15 minutes in the Copilot chat experience in Dynamics 365 Sales.

Sample term and description

Scenarios Term Description
Acronym VP ‘VP’ refers to ‘Vice President’ value in ‘JobTitle’ column in ‘Contact’ table.
Custom ownership (Specify your ownership instead of using the record owner id) activity owner activity owner is identified by 'PartyId' column in 'ActivityParty' table.
Custom field (Use a custom field instead of the out-of-the-box system columns or table) opportunity revenue opportunity revenue refers to ‘custom revenue’ column in ‘opportunity' table
Complex rules/filter (Define your tailored rules and guidelines) overdue task ‘overdue task’ refers to ‘state code’ column with value ‘open’ in ‘task’ table and ‘scheduled end date’ column in ‘task’ table with value less than today.

Watch videos

Watch these videos to learn more about customizing Copilot in Dynamics 365 Sales:

Important

The agent has been renamed to Copilot in Dynamics 365 Sales. However, the videos still show the old agent name Sales Copilot Power Virtual Agent Bot. We'll update the videos soon.

Extending Copilot in Sales Part 1
Extending Copilot in Sales Part 2
Extending Copilot in Sales Part 3
Extending Copilot in Sales Part 4

FAQ for Copilot chat in model-driven apps
Responsible AI FAQs for Power Apps