Dynamics 365 AI: Copilot, In-App Features and Pricing for Australia

Dynamics 365 AI is Microsoft’s suite of embedded artificial intelligence capabilities, built directly into its ERP and CRM applications. It works through Copilot and other AI services embedded in workflows across Sales, Customer Service, Finance, and more, making it part of daily operations rather than an add-on.

At its core, Copilot is a generative AI assistant that summarises records, drafts responses, and supports decision-making. For added flexibility, AI Builder provides low-code tools to create tailored models. These capabilities are powered by Azure AI and OpenAI, ensuring secure machine learning and natural language functions.

For Australian organisations, the significance lies in how these features streamline operations across Sales, Customer Service, Finance, and Supply Chain while aligning with GST, BAS, and data residency requirements.

This article explores Dynamics 365 AI in practice: its in-app features, pricing considerations, real adoption cases, and the broader Microsoft ecosystem that powers continuous improvement.

What Is Dynamics 365 Copilot? (Generative AI Assistant)

Dynamics 365 Copilot is Microsoft’s generative AI assistant embedded across its ERP and CRM applications. Positioned as the first copilot in both CRM and ERP, it goes beyond generic chatbots by providing domain-specific expertise directly in sales, service, finance, marketing, and supply chain workflows (Charles Lamanna - CVP, Business Applications and Platform, Official Microsoft Blog, 2023). The aim is to replace repetitive data entry, note-taking, and content creation with automated support, freeing staff to focus on higher-value work.

Copilot is widely integrated across Dynamics 365 apps, as shown in the illustration below:

Core capabilities include:

• Summarising records and conversations: Quickly digest opportunities, service cases, or project histories without navigating multiple screens (Copilot for Dynamics 365, Microsoft Learn, 2024).
• Auto-drafting business content: Generate professional emails, meeting notes, or product descriptions tailored to context. In Business Central, this extends to creating full e-commerce product listings that can be published to Shopify in minutes.
• Forecasting and recommendations: Copilot supports predictive insights in areas such as sales forecasting, collections, and supply chain disruptions.
• Conversational queries: Users can ask questions in natural language and receive answers grounded in business data.

Copilot differs from ChatGPT in both scope and safeguards. It operates securely inside Microsoft’s ecosystem, integrated with Outlook, Teams, and Dynamics 365 records, while respecting permissions and compliance obligations. This ensures businesses in Australia can adopt AI confidently within privacy and data governance boundaries.

The business value is measurable. Microsoft research shows that nine in ten workers want AI to reduce repetitive tasks, and early adopters already report significant productivity gains (Microsoft Worklab, 2023). For Australian organisations, Copilot’s potential lies in accelerating response times, improving forecasting accuracy, and lifting employee satisfaction by automating tedious work.

Understanding Copilot as Microsoft’s generative AI assistant provides the foundation; the next step is to see how these capabilities materialise across each Dynamics 365 application.

Key Dynamics 365 AI Features Across The Apps

Key Dynamics 365 AI features span Sales, Service, Finance, Supply Chain, and more, embedding Copilot and Azure OpenAI into core workflows. These role-specific assistants automate tasks, surface predictive insights, and reduce manual navigation. For Australian businesses, they deliver efficiency and compliance across industries where accurate data, timely action, and scale are critical.

Dynamics 365 Sales

Copilot in Dynamics 365 Sales gives sellers contextual, AI-driven support across CRM, Outlook, and Teams. Instead of juggling manual updates, sellers can use natural language chat or prompts to prepare for meetings, draft communications, and stay on top of accounts. The image below introduces Copilot's capabilities in Dynamics 365 Sales:

• Record summarisation: generates concise summaries of opportunities, leads, and accounts.
• Recent changes: highlights the latest updates from record histories.
• Meeting preparation: compiles relevant notes and account details before customer calls.
• Email assistance (preview): drafts and summarises customer emails, reducing clerical load.
• News updates: surfaces curated account news from Bing.
• Information assistance: retrieves content and answers from SharePoint documents.

For Australian businesses, where sales cycles are often multi-stakeholder, these features help free up capacity for relationship building. Microsoft notes sellers spend up to 66% of their day managing email; Copilot directly reduces this burden, allowing more time with customers (Copilot for Dynamics 365 - Microsoft Cloud Learn, 2024).

Dynamics 365 Customer Service

Copilot in Dynamics 365 Customer Service equips agents with AI-driven assistance for both chat and voice channels. Instead of navigating multiple systems, agents can query Copilot directly, retrieve answers from trusted domains, and receive AI-drafted replies across email and chat. In contact centre deployments, Microsoft Copilot for Service extends integration to Salesforce, ServiceNow, and Zendesk, ensuring continuity in mixed environments. The illustration below describes Copilot architecture in Dynamics 365 Customer Service:

• Case and conversation summaries: speed up onboarding by condensing chat and voice transcripts.
• Contextual replies: draft suggested responses for email and chat, subject to human review.
• Knowledge retrieval: answer queries from knowledge bases and approved domains.
• Resolution notes: automatically generate follow-up notes after case closure.
• Chat with case data (preview): conversationally access live case records.

For Australian service teams, facing high expectations for fast and consistent resolution, these features cut manual note-taking and standardise responses. All Copilot outputs remain grounded in enterprise data and governed by Microsoft’s responsible AI principles.

Dynamics 365 Customer Insights

Dynamics 365 Customer Insights integrates Copilot to help marketers streamline segmentation and campaign design. Using natural language, teams can describe an audience and have the system generate or refine customer segments. Copilot also accelerates content creation by suggesting email copy and journey designs based on existing data and brand assets.

• Query Assist for segmentation: build customer cohorts conversationally.
• Segment suggestions: identify additional audience groups not previously considered.
• Content inspiration: draft and style email content; message refresh is currently in preview.
• Journey creation (preview): generate real-time customer journeys from natural language prompts.
• Customer Insights – Data (preview, U.S./Switzerland only): dialogue with data and Copilot-driven segment creation.

For Australian marketers competing against global e-commerce players, these tools reduce manual data analysis and enable scalable personalisation.

Dynamics 365 Finance

Dynamics 365 Finance embeds Copilot to streamline collections and financial operations. Finance professionals can access AI-generated summaries and automated communications directly in their workspace, reducing manual navigation across records. Note: Advanced Finance agents in Outlook and Excel remain in production-ready preview (U.S.-only, En-US) and are not yet available for Australian environments.

• Collections coordinator summary: an at-a-glance view of overdue invoices, payment history, and account status.
• Personalised email drafts: context-aware communication to follow up on payments more efficiently.
• Reconciliation support (preview): intelligent prompts in Excel assist with identifying mismatches and preparing reconciliation reports.

For Australian businesses, cash flow stability is a recurring pain point. Automating collections reduces debtor days and supports compliance-heavy tasks such as GST and BAS reporting. These features let finance leaders shift focus from administration to forecasting, while preparing for future Finance Agent availability.

Dynamics 365 Supply Chain

Dynamics 365 Supply Chain integrates Copilot to help organisations anticipate and respond to disruptions across procurement, logistics, and inventory. By combining predictive insights with conversational tools, Copilot turns operational data into actionable guidance. Note: Some advanced capabilities, such as demand plan analysis and supplier communication agents, remain in preview and are not yet intended for production use.

• Risk identification: proactively flags external disruptions such as weather or supplier delays tied to specific orders.
• Supplier communication: drafts emails to partners to mitigate potential delays.
• Warehouse insights: natural language queries like “show 18-inch tyres in stock” support faster order promising.
• Procurement assistance: helps assess purchase order changes by impact and risk.
• Demand planning (preview): generative AI analyses demand plans for faster scenario testing.

For Australian wholesalers and distributors, these capabilities enhance resilience in compliance-heavy, global supply chains. Predictive monitoring and proactive outreach help reduce downtime while sustaining service levels.

Dynamics 365 Project Operations

Copilot in Project Operations assists managers with planning, monitoring, and reporting by generating structured outputs from project data. It uses natural language inputs to propose plans and surface risks. Note: Time entry automation is currently available in preview for selected environments and may not be fully supported in Australia.

• Task plan generation: draft structured timelines and work breakdowns in seconds, customisable to project scope.
• Risk assessments: highlight delays or budget overruns and propose mitigation steps.
• Status reports: create summaries of financial and scheduling data, with editable narratives.
• Interactive assistant: chat-like interface to query project scope, tasks, and risks.
• Time entry (preview): AI-suggested time logs and external comments for faster reporting.

These features reduce time on administration while improving visibility. For Australian firms managing complex client projects, Copilot augments reporting and risk tracking, allowing leaders to focus on delivery rather than clerical updates.

Dynamics 365 Commerce

Dynamics 365 Commerce uses Copilot to enhance product enrichment, merchandising, and store operations. AI generates product content, optimises it for search, and adapts tone for specific audiences. Merchandisers and managers also gain real-time insights into store performance and customer behaviour.

• Product enrichment: automated descriptions built from product attributes such as size or material.
• SEO optimisation: content tailored for higher visibility in search results.
• Tone and audience adaptation: adjust voice and emphasis for different buyer segments.
• Customer insights: Copilot provides POS report summaries and shopper behaviour insights.
• Store reporting: AI-generated highlights of sales performance and statement posting summaries.

For Australian retailers in highly competitive e-commerce and omnichannel markets, these features shorten the time to market and reduce manual merchandising effort. By combining predictive insights with creative content generation, Copilot supports leaner operations while sustaining customer engagement.

Dynamics 365 Field Service

Field Service Copilot summarises work orders, drafts Outlook communications, and assists with scheduling. It can highlight next steps, arrival times, and required parts, giving managers and technicians a concise view of tasks. In the following screenshot, a user gets support from Copilot inside the Dynamics 365 Field Service web app:

• Work order recaps: AI-generated summaries show history, future actions, and critical details.
• Scheduling support: Outlook add-in helps create and update work orders directly from email.
• Work order updates (Preview): technicians describe work performed in natural language, and Copilot suggests field updates on the mobile app.

This speeds up service delivery and reduces errors caused by fragmented data. For Australian logistics and utilities companies, where compliance and reliability are crucial, AI in Field Service ensures faster resolutions and stronger customer trust. (Note: Work order update is a preview feature and not intended for production use.)

Dynamics 365 Business Central

Business Central integrates Copilot as the default for SMEs, focusing on time-saving automation. Features include bank reconciliation assist, product description generation for e-commerce, and AI-driven agent support.

• Bank reconciliation assist: automatic transaction matching from uploaded statements.
• Sales order agent (Preview): drafts order lines and suggests products.
• Payables agent (Preview): assists with invoice processing and expense tracking.

For Australian SMEs, Business Central’s AI reduces reliance on manual finance tasks while extensions like late payment prediction and cash flow analysis enhance financial control. This directly benefits businesses managing compliance-heavy workloads such as GST, BAS, and payroll reporting. (Note: preview features are not intended for production use and may have restricted functionality.)

While AI features vary by app, adoption also depends on licensing, availability, and regional compliance. To make informed choices, Australian businesses must next consider the pricing and licensing structures that govern Dynamics 365 AI.

What Should Australian Businesses Know About Dynamics 365 AI Pricing & Licensing?

Dynamics 365 AI pricing and licensing require careful evaluation, as inclusions, add-ons, and regional terms differ across deployments. For Australian businesses, clarity comes from treating these as considerations to explore with Microsoft’s official guides and partner advice, since terms evolve frequently. Below are six critical areas to assess, visualised in the illustration:

1. What’s included vs. what requires extra licensing?

Some AI features are bundled in Dynamics 365 apps, while others need separate licensing or Copilot Studio/Power Platform credits. The line between included and add-on can shift with updates, so review each app’s documents before planning budgets.

• Ask: Which AI features are included in my existing Dynamics 365 licenses, and which require additional licensing?
• Ask: Are features such as Sales Order Agent or Payables Agent part of my plan, or available only in preview/add-on form?
• Note: Microsoft’s guides flag many Copilot features as preview; these may change or move to paid tiers in future.

2. How flexible is pricing, bundled or pay-as-you-go?

Licensing for Dynamics 365 AI spans enterprise bundles and usage-based add-ons. Bundled plans typically suit organisations standardising on Sales, Customer Service, or Finance Enterprise, where baseline Copilot features are already included. Pay-as-you-go usually applies when teams pilot advanced AI or scale specific workloads such as Copilot Studio or Azure AI.

• Consider: Bundled SKUs provide predictable monthly costs but can lock businesses into features they don’t fully use. Usage-based pricing offers flexibility but exposes teams to fluctuating bills if demand spikes.
• Ask: How do Copilot Studio credits, Power Platform usage, or Azure AI meters influence my Dynamics 365 AI spend?
• Ask: Does my organisation need predictable monthly costs, or flexibility to trial and expand AI features gradually?

3. Are there regional or compliance restrictions?

AI services depend on data movement across regions. For Australian firms, this intersects with GST/BAS alignment, STP payroll rules, and privacy frameworks.

• Ask: Which AI features operate within Australian data boundaries today, and which route data offshore under Microsoft’s cross-geo terms?
• Consider: Some features are available only in specific geographies (e.g., the US or the EU first). Businesses in Australia should confirm roadmap availability.
• Ask: How does Microsoft’s responsible AI framework ensure compliance with local obligations like the ATO’s digital reporting standards?

4. How should I plan licensing for growth?

Costs increase as usage scales. Forecasting, automation, and supply chain AI may expand unevenly, requiring proactive licensing strategies.

• Ask: Which AI features are most critical now, and how will licensing adapt as we expand into new regions or entities?
• Consider: Over-investing in add-ons too early can lock budgets; under-investing risks missed automation gains.
• Ask: What is the ROI from AI-enabled productivity compared with additional licensing costs?

5. Where should I go for guidance?

Businesses should combine Microsoft documentation with partner consultation. Local expertise ensures compliance, AU-specific localisation, and cost-accurate planning.

• Always verify the latest terms in the official Microsoft Licensing Guides
• Consult a partner familiar with Australian compliance, GST/BAS, and regional deployment challenges.

At Havi Technology, our Dynamics 365 experts help Australian businesses navigate licensing scenarios, evaluate ROI, and ensure compliance before committing.

6. What trial or evaluation options exist?

Trials for Dynamics 365 apps and AI features exist, but the scope and region vary. Not all previews are enabled in Australia, so verify availability before testing.

• Ask: Which trials are available for my environment (full app vs. AI preview features)?
• Ask: Does Microsoft’s current trial offer cover AI copilots, or are they limited to certain tenants and geographies?
• Consider: Trials often run in the US or EU regions first; Australian businesses may need to evaluate via sandbox environments or partner demos.
• Ask: What are the limits of preview trials; are they safe for production testing, or strictly early-access pilots?

Recommendation: Use trials to explore functionality, not to design full production rollouts. For a structured evaluation aligned with compliance and ROI goals, contact your Microsoft partner.

Note: For the latest and most accurate licensing details, businesses should always consult the official Microsoft Dynamics 365 Licensing Guide and related product documents. Terms, regional availability, and inclusions may change across release cycles.

Next Step: To cut through the complexity, we recommend booking a consultation with our Dynamics 365 expert team. We’ll help you interpret Microsoft’s guidance, map AI features to your business requirements, and ensure licensing is both cost-efficient and compliant for the Australian context.

Licensing answers “what” you can access, but the next step is “how” those AI features actually run. To understand the foundation, data, cloud, security, and extensibility, we turn to Microsoft’s broader ecosystem powering Dynamics 365 AI.

How Microsoft’s Ecosystem Powers Dynamics 365 AI

Dynamics 365 AI is powered by Microsoft’s ecosystem, uniting Dataverse, Azure AI, security, and extensibility to deliver enterprise-ready intelligence.

Microsoft Dataverse: A Unified Data Layer

Microsoft Dataverse unifies data from Dynamics 365, Microsoft 365, and third-party apps into a consistent schema. This foundation ensures AI models access complete, secure, permission-controlled records rather than fragmented silos. For Australian SMEs, it keeps AI insights reliable across GST, BAS, and financial reporting needs.

Azure AI and Cognitive Services

Dynamics 365 AI is powered by Azure AI services: Cognitive Services, Azure Machine Learning, and the Azure OpenAI Service. Through Azure OpenAI, Copilot uses models like GPT-4 or DALL-E to generate text for tasks such as summarisation or email drafting (Get started with AI in Dynamics 365, Dynamics 365 Learn, 2024). Cognitive Services extend this with speech, vision, and sentiment analysis. All are governed by Microsoft’s Responsible AI standards for compliance and security.

Workflow Integration with AI in Daily Tasks

Dynamics 365 embeds AI directly into daily workflows. Copilot suggestions appear within apps like Sales, Finance, and Supply Chain, avoiding tool-switching and reducing adoption barriers. For instance, Finance users see overdue invoice summaries and AI-generated reminder drafts directly in their workspace, shortening the time from data to decision.

The integration aligns with finance operations, as explored in our Dynamics 365 Finance & Operations guide, which explains how AI-driven automation, integrations, and pricing considerations support compliance-heavy tasks in Australia.

Security, Compliance, and Responsible AI

Microsoft enforces Responsible AI principles, fairness, reliability, privacy, inclusiveness, transparency, and accountability. Copilot runs inside the Microsoft Trust boundary; customer data never trains base models. Safeguards like filtering, injection protection, and human-in-loop review minimise risks. For Australian businesses, this is essential to meet ATO and privacy compliance standards.

Extensibility and Custom AI Development through Power Platform

Dynamics 365 AI is extensible through Power Platform. AI Builder enables low-code custom models like churn prediction or invoice recognition. Copilot Studio lets partners create industry-specific copilots. This flexibility ensures Australian organisations, from wholesale distribution to professional services, adapt Microsoft’s AI to meet unique operational and compliance requirements.

Model Training and Data Feedback Loops

Dynamics 365 AI improves through feedback and outcomes. Predictive models refine accuracy from business results, such as won or lost opportunities. Users provide feedback on Copilot outputs, which Microsoft incorporates into service updates. This continuous loop supports responsible deployment, ensuring AI remains reliable, contextual, and enterprise-ready.

How Australian Companies Use Dynamics 365 AI In Practice

New Zealand’s Public Trust, the country’s largest trustee organisation, faced an aging contact centre system that limited customer visibility and slowed service. Handling thousands of estates and wills annually, the team struggled with fragmented tools and rising customer expectations.

By deploying Dynamics 365 Contact Centre, Customer Service, and Copilot, Public Trust created a unified engagement hub across phone, chat, and email (Microsoft Customer Stories, 2025). Copilot now drives measurable improvements:

• Conversation summaries: agents gain instant context from past interactions.
• Guided call flows: AI supports consistent responses and reduces handling time.
• AI-driven insights: managers see account history, improving call quality and resolution speed.
• Operational gains: more efficient will and power of attorney writing, enhancing customer satisfaction.

For Australian businesses, this example reflects a common adoption pathway: start with a pilot project, measure efficiency gains, and then scale into more departments. In highly regulated industries, this phased approach mitigates risk while proving AI’s value in customer and operational outcomes.

Case studies like this align with the themes in Dynamics 365 Customer Service, where AI copilots improve case resolution speed, knowledge retrieval, and overall customer satisfaction.

To wrap up, Dynamics 365 AI embeds Copilot and in-app intelligence across Finance, Sales, Service, and more. The technology delivers efficiency, compliance, and real business outcomes for Australian teams. Pricing and adoption require careful evaluation. Talk to Havi Technology, a certified Microsoft Partner, to assess Dynamics 365 AI and its integration capabilities for your needs.