Copilot and AI agents in Dynamics 365 Customer Service that summarise cases and conversations, draft knowledge articles and automate the case lifecycle.
Task classification by ETHORITY. Check the product’s documented scope against your task.
Connects with
Microsoft 365 interoperation (all plans); Microsoft Teams integration, Power Apps, Power Automate (Enterprise/Premium); Power BI (all plans, separate licence may be needed for embedded content); Azure Communication Services (priced separately); digital messaging capacity via Microsoft Copilot Studio; Service in Microsoft 365 Copilot (Teams/Outlook) and Copilot Studio agents.
Pricing page plan comparison and footnotes; M365 Copilot/Teams and Copilot Studio items also listed on https://learn.microsoft.com/en-us/dynamics365/copilot/ai-get-started. No third-party (non-Microsoft) connector list found on reviewed pages.
Data and controls
Certificates and audit reports
ISO/IEC 27001: Microsoft Dynamics 365 (and Dynamics 365 Government / Germany) and Power Apps / Power Automate / Power Virtual Agents listed as in-scope cloud services; audited yearly by a 'third-party accredited certification body' (not named on page). Certificate, assessment report and Statement of Applicability published on Service Trust Portal.
Dynamics 365 platform scope; confirm coverage of Customer Service and Copilot in your contract.
Additional data conditions
Subprocessors and underlying models
Copilot 'is built on Microsoft Azure OpenAI Service and runs completely within the Azure cloud'; uses OpenAI models; 'We don't share your data with OpenAI.' Bing-powered features and third-party plug-ins may transmit data outside the Microsoft Cloud trust boundary.
Optional flex routing can send inference outside the EU at peak load.
Retention and deletion
Copilot abuse monitoring uses transient processing; Microsoft does not store or eyes-on review Copilot inputs/outputs for abuse monitoring. If the tenant opts out of data sharing, 'the application erases the training data'. General retention/deletion periods not stated on reviewed pages.
The Copilot documentation describes erasure after opting out. That citation does not establish the complete retention schedule or backup-deletion timing.
Product-specific conditions
Deployment
SaaS (Microsoft cloud): Dynamics 365 apps run on Microsoft Dataverse; Copilot runs within the Azure cloud.
No on-premises option for Copilot stated on reviewed pages. Dataverse statement from https://learn.microsoft.com/en-us/dynamics365/copilot/ai-get-started.
Organisation fit
Per user/month paid yearly: Professional $50, Enterprise $105, Premium $195, Contact Center $110; Copilot Credits pre-purchase or pay-as-you-go; 'An Azure subscription is required to use agents'; 'Contact us' per plan; free trial offered.
A written comparison of up to three AI offerings · €195 net
You get the facts that matter for your decision, each with its source, the questions to ask each vendor and a cost estimate based on your own numbers. First you agree your three most important criteria with Sten Franke.
We deliver your brief by email within a maximum of five working days after payment is confirmed and we have agreed the question and minimum information needed to begin. ETHORITY confirms the start date and delivery date and delivers earlier when the reviewed brief is ready. Missing optional information is recorded and assessed; it does not require you to research the solution yourself. Review before delivery and email support are included.
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