Dynamics 365 Copilot Confusion

Copilot is the brand Microsoft is using for AI-related features across almost every product. As of Apr. 2024, there are more than 17 major Copilot groupings with numerous variations within those groups. For example, Copilot for Dynamics 365 is a major grouping with unique Copilots for each of the Dynamics 365 applications, such as Copilot in Dynamics 365 Sales. This is a practical approach because application-specific Copilots are trained on application data and provide insights and automation that are relevant only to that application.

However, Microsoft has created confusion by adding two new Copilots (for Sales and Service) that have similar names to the Dynamics 365 Copilots but are not part of Dynamics 365 packaging. The two Copilots are as follows:

• Microsoft Copilot for Sales, which is not the same as Copilot in Dynamics 365 Sales
• Microsoft Copilot for Service, which is not the same as Copilot in Dynamics 365 Customer Service or Copilot in Dynamics 365 Field Service.

Although the offerings sound similar and are often mistaken as the same products, they have different features, are used in different applications, and are licensed separately.