Webinar |

Introduction to AppSysCyborg Webinar

Overview of the Session

• The webinar focuses on enhancing growth using the 2026 updates of Microsoft Dynamics 365 CRM.

• Aldric Duchemin, market and service manager at Apsis Seabank, is the presenter for this session.

• Attendees are encouraged to ask questions via the chat feature, which will be addressed at the end of the conference.

Exploring Microsoft Dynamics 365 CRM Features

Key Functionalities

• The session aims to delve into various functionalities of Microsoft Dynamics 365 CRM, catering to both new users and those familiar with the platform.

• Special emphasis will be placed on new AI features integrated into the platform, particularly Copilot from Microsoft's AI environment.

Structure of the Webinar

Format and Content Delivery

• The presentation will begin with slides followed by a demonstration in the second part of the event.

About APSI Cyborg

Company Background

• APSI Cyborg has over 600 employees across various agencies in France.

• The company serves more than 3,300 clients across multiple management solution domains.

Services Offered by APSI Cyborg

Comprehensive Support

• APSI Cyborg provides support in implementing payroll solutions, invoice dematerialization, ERP systems, CRM solutions, BI tools, HR management, and treasury solutions like Kiriba and Gcap.

Focus on CRM Activity

Implementation Phases

• In particular focus on CRM activities related to Microsoft Dynamics; they offer complete project implementation phases including consulting and integration services.

Understanding Microsoft Dynamics as a Platform

Application Structure

• Microsoft Dynamics is not just a CRM but a comprehensive platform divided into business applications tailored for specific functions such as marketing and sales.

Marketing Applications

Multi-channel Communication

• Dedicated applications facilitate multi-channel communication strategies for leads and prospects through complex scenarios demonstrated during the session.

Sales Applications

Tools for Sales Teams

• Sales applications equip commercial teams with necessary tools to manage daily operations effectively across various industries.

Service Applications

Customer Relationship Management

• Service applications help manage customer requests and complaints efficiently to enhance client loyalty through relevant responses.

Customizability of Applications

Tailored Solutions

• All applications are pre-designed yet fully customizable according to specific business processes using Microsoft's Power Platform tools.

Utilizing Power Platform Tools

Automation Capabilities

• Power Automate enables data processing automation.

• Power Apps allows customization through screens or management rules.

• Power BI facilitates data visualization while PowerPage offers client portals for data access.

Introduction of Copilot Studio

AI Integration

• Copilot Studio allows users to create AI agents that automate tasks within their workflows. This topic will be explored further during today's webinar.

Native Integration with Microsoft Tools

Seamless Connectivity

• A key feature is native integration with other Microsoft tools like Outlook, Teams, SharePoint which enhances user experience across platforms.

Expanding Functionality Through AppSource

Additional Features

• AppSource enriches Dynamics' core functionalities by providing additional apps from various vendors including AppSysport.

ERP Integration Capabilities

Business Central Connection

• Dynamics 365 CRM integrates natively with Microsoft's Business Central ERP system sharing core functionalities seamlessly between them.

Custom Integrations

API Development Options

• For businesses not using compatible ERPs or custom software solutions can develop integrations via APIs allowing flexibility in connecting different systems whether on-premise or cloud-based.

Artificial Intelligence Across Platforms

Ubiquity of AI Features

• AI capabilities are embedded throughout all apps within both Microsoft Dynamics and Office suite enhancing functionality at every level.

Mobile Accessibility

Offline Functionality

• Users can access Microsoft Dynamics CRM on smartphones even without internet connectivity ensuring usability in remote areas or locations with limited network access.

Data Security Assurance

Hosting Standards

• Hosted by Microsoft adhering to high standards regarding security availability and data confidentiality documented publicly ensuring trustworthiness among users.

Data Protection Measures

Compliance Standards

• Microsoft's commitment includes compliance with GDPR regulations along with ISO certifications guaranteeing robust data protection measures against hacking incidents prevalent today.

Understanding the Limitations and Capabilities of AI

Overview of AI's Nature

• AI encompasses many things but has significant limitations; it is not infallible or perfectible.

• The history of AI shows that machines have long surpassed human intelligence in specific tasks, such as calculations and decision-making through early machine learning.

• Notably, the public's access to generative AI tools marks a new era compared to past technologies reserved for experts.

Generative AI and Language Models

• Generative AI allows users to interact with systems using prompts, which were previously limited to technical professionals.

• Large Language Models (LLMs) are crucial for various applications like text generation, video creation, coding, and audio production.

• Different language models exist based on the nature of inquiries made to the AI; selecting the appropriate model is essential for accurate responses.

Rapid Adoption of AI Technologies

User Engagement with AI

• The adoption rate of generative AI has outpaced other technological tools in recent years.

• Achieving 100 million users took less than two months for each GPT version, indicating swift user acceptance across private and professional domains.

Security Concerns in Data Usage

• Users often utilize ChatGPT or similar platforms for generating texts without considering data security and confidentiality issues.

• Many individuals adopting these tools may overlook potential risks related to data privacy when using them professionally.

Choosing the Right Professional AI Tools

Navigating Available Options

• With numerous AIs available today, organizations must guide employees on which tools to use effectively while ensuring data security.

• Major players include Google’s Gemini, Microsoft’s offerings, Anthropic’s Claude, and others; understanding their capabilities is vital for effective usage.

Risks Associated with Free Tools

• Using free versions like ChatGPT can lead to unintentional sharing of sensitive information during interactions with the model.

Implementing Professional Solutions

Recommendations for Secure Use

• The focus should be on identifying professional-grade AIs that ensure confidentiality and security within organizational contexts.

• Microsoft’s Copilot solutions are recommended due to their emphasis on trust and data ownership protections.

Understanding Copilot Functionality

• When properly configured, Copilot ensures that user data remains secure and does not contribute to training other models without consent.

• There are multiple versions of Copilot tailored for different needs; simply activating licenses isn't sufficient for effective implementation.

Identifying Potential Uses of AI

Assessing Organizational Needs

• Organizations need to explore how different types of AIs can enhance processes based on their specific requirements—scientific versus artistic applications differ significantly.

Importance of Data Management

• Effective use of information systems hinges on quality data management; without proper organization and accessibility, implementing successful AI solutions becomes challenging.

Overview of Copilot for Microsoft 365

Introduction to Copilot Features

• Copilot is suitable for Level 1 usage, while Level 2 requires a business subscription to access enhanced features.

• The secure version of Copilot does not share information for model training and can retrieve data from Teams, Outlook, and SharePoint for relevant responses.

Data Integration Capabilities

• Users can combine web data with internal Teams data to fulfill specific requirements, such as preparing responses to requests.

• Microsoft offers copilots tailored for various business applications like CRM and ERP systems.

Advanced Functionality of Copilot

Interrogating Data Sources

• Users can query Copilot using data from Teams, SharePoint, Outlook, and CRM systems.

• This allows mixing ongoing opportunities or tickets with preparation meetings to address specific project needs.

Introduction of Agents

• Microsoft provides pre-configured agents designed for specific tasks without requiring development work.

• An agent assists in responding to tickets by guiding operators through predefined steps.

Customization Options with Agents

Preconfigured Agents Availability

• Microsoft offers around ten preconfigured agents that help qualify leads and gather opportunity information.

• If existing functions are insufficient, users can create custom agents via Copilot Studio.

Creating Custom Agents

• Users who cannot find satisfactory answers in preconfigured options can develop their own agents tailored to specific needs.

• Copilot Studio enables low-code agent creation without complex programming skills; natural language can be used for development.

High-Level Customization with Fondry

Advanced Development Scenarios

• For highly customizable scenarios beyond what Copilot Studio offers, users may need specialized solutions from Microsoft's Fondry platform.

Summary of Copilot's Role

Personal Assistant Functionality

• Considered a personal assistant, Copilot works across emails, Teams, and SharePoint to assist daily tasks like content generation and document summarization.

Agent Interaction Dynamics

• Unlike the passive nature of the personal assistant feature when not queried, agents actively interact by providing notifications and asking questions based on user needs.

Importance of Effective Prompting

Crafting Effective Prompts

• Proper prompting is crucial; poorly constructed prompts yield unsatisfactory results. A prompt should include an objective and context relevant to the request.

Key Elements of a Good Prompt:

• Objective: Clearly define what you want to achieve.

• Context: Provide background information where necessary.

• Source Request: Ask the AI for reliable sources when applicable.

Utilizing Microsoft’s Sales Tools

Integration with CRM Systems

• The integration of copilot within sales applications enhances traditional CRM functionalities by enriching user experience through natural language queries.

Opportunity Summarization

• When viewing opportunities or accounts in the CRM system, copilot summarizes key details based on available data input by users over time.

Meeting Preparation Assistance

• By linking Outlook and Teams with the CRM toolset, copilot aids in scheduling future meetings while gathering pertinent information related to associated opportunities.

Overview of Copilot Features in CRM

Introduction to Copilot for Sales

• The Copilot for Sales feature allows users to summarize client interactions and activities directly from the CRM.

• Users can query specific clients, such as "Absiscyborg," to retrieve detailed information about opportunities, conferences, and relevant data from their systems.

Time Efficiency and Email Generation

• The integration of Copilot significantly reduces preparation time for professional actions, particularly in generating emails with a more professional tone.

• Email generation is natively integrated within the CRM, allowing seamless communication without needing to switch applications like Outlook.

AI-Powered Email Summarization

• Generative AI assists by summarizing lengthy email threads into key points, enabling users to respond effectively and manage discussions efficiently.

• The tool suggests updates based on client communications, such as changing product details or closing dates for ongoing opportunities.

Additional Copilot Applications

Service-Oriented Features

• Other copilots are available for service operations, summarizing ticket information and assisting operators with customer inquiries.

• For example, if there’s a boiler issue reported via email, the system compiles all related communications and documents into a concise summary.

Knowledge Base Integration

• Operators can ask questions about specific issues (e.g., boiler repairs), with Copilot sourcing answers from knowledge bases or external resources.

• This functionality enhances traditional manual processes by providing intelligent assistance through pre-configured knowledge bases linked to service tickets.

Understanding Preconfigured Agents

Types of Sales Agents

• There are two main types of preconfigured agents: those focused on sales and those dedicated to service tasks.

• A focus on sales agents reveals three primary categories: qualification agents that help assess leads effectively.

Lead Qualification Process

• Once leads are identified, various processes gather additional information about them from online sources to assist sales representatives in qualifying these leads.

Opportunity Management Agents

Managing Opportunities Effectively

• Specific agents exist to help summarize opportunities and track follow-up activities until closing stages are reached.

Research-Focused Agents

• Research agents provide insights into managing portfolios by highlighting which opportunities require immediate attention based on various criteria.

Marketing Tools Overview

Advanced Filtering Capabilities

• Microsoft Dynamics offers advanced filtering options for marketing lists based on specific criteria related to leads or products ordered.

Campaign Creation Tools

• Users can create structured marketing campaigns using templates for emails or SMS messages that incorporate dynamic content tailored to different audiences.

User-Friendly Design Options

• Templates allow non-specialists to design visually appealing emails without needing HTML expertise while integrating CRM data seamlessly.

This markdown file summarizes the key features discussed in the transcript regarding Microsoft's Copilot functionalities within CRM systems. Each section highlights critical aspects of how these tools enhance productivity in sales and service environments.

Overview of the Stadium Tour Campaign

Introduction to Apsis Ciborg Services

• The Stadium Tour will showcase Apsis Ciborg's services focused on digitalization, RFE, CRM, and ERP.

• It aims to manage unsubscribes, conduct anti-spam tests, and analyze email addresses for campaign effectiveness.

Campaign Execution and Results

• After launching a campaign, results are tracked: 7 recipients addressed, with metrics on opens (4), clicks (3), unsubscribe rates, and interaction heatmaps.

• Detailed analytics include who clicked or unsubscribed from specific links on the website.

Integration with CRM

• The marketing campaign is integrated within the CRM system without needing third-party tools.

• Users can create scenarios based on contact behavior to automate responses like sending thank-you emails or follow-up SMS messages.

Scenario Management in Marketing

Creating Automated Scenarios

• Users can design complex scenarios involving multiple actions such as sending emails or adding contacts to marketing lists based on their interactions.

• AI assists in suggesting appropriate actions based on user behavior during campaigns.

Analyzing Campaign Performance

• Dashboards provide insights into various marketing campaigns' performance metrics including profitability and engagement levels.

Transitioning from Marketing to Sales

Lead Generation through CRM

• The sales section of the CRM allows for data analysis derived from marketing operations aimed at generating leads.

• Leads generated from campaigns are summarized with timestamps for qualification purposes.

Opportunity Management Features

• New Kanban views allow users to visualize opportunities across different sales phases such as qualification and development.

• Pipeline views represent opportunities visually based on value and product volume associated with transactions.

Advanced Filtering and AI Assistance

Utilizing Filters in Opportunity Management

• Users can apply filters to view specific opportunities based on criteria like closure dates or monetary values.

Copilot Functionality in CRM

• Copilot offers assistance by proposing prompts for tasks such as preparing commercial meetings or retrieving information about opportunities.

Streamlining Data Queries

• Copilot simplifies querying by automatically generating filters based on user prompts regarding opportunity statuses.

This structured markdown file captures key insights from the transcript while providing clear navigation through timestamps linked directly to relevant sections.

Overview of Copilot's Functionality in CRM

Utilizing Copilot for Opportunity Management

• Copilot allows users to mask its interface while exploring specific opportunities, enhancing user focus on relevant solutions.

• Users can access summaries of interactions with contacts, providing context for ongoing opportunities and previous actions taken.

• A simple summary feature highlights client needs, such as replacing underperforming solutions, along with source references for deeper insights.

Risk Assessment and Customization

• The agent synthesizes opportunity data, flagging critical information and summarizing past interactions to inform decision-making.

• High-risk indicators are identified based on lack of response from contacts or inactivity since a specified date, prompting necessary follow-ups.

• Customizable criteria allow users to define what constitutes a high-risk opportunity based on contact engagement and duration of the open opportunity.

Critical Information Synthesis

Importance of Timely Follow-Ups

• Users can instruct the agent on how it determines critical information, leading to tailored summaries that emphasize urgent follow-up needs.

• The system tracks interaction gaps (e.g., 100 days without contact), highlighting the necessity for re-engagement strategies.

Strategic Insights into Client Needs

• Understanding Decathlon's strategic goals aids in proposing relevant air treatment solutions that align with their sustainability initiatives.

• Presenting tailored solutions based on client commitments can enhance engagement by demonstrating value through potential savings.

Competitive Analysis and Hierarchical Structures

Evaluating Market Position

• Users can assess competitive landscape by querying if there are competitors involved in similar opportunities within Decathlon’s ecosystem.

• Integrity checks on opportunities help gauge market dynamics and internal company changes affecting sales strategies.

Enhanced Account Management Features

• New hierarchical systems in CRM provide clearer visibility into accounts, incidents, contacts, and overall account health compared to previous models.

• The customizable hierarchy allows users to filter views according to specific needs—focusing solely on opportunities or incidents as required.

Integration with LinkedIn for Networking

Leveraging LinkedIn Data

• Users can visualize organizational structures within accounts using integrated tools that display managerial relationships effectively.

• Modifications to contact details are facilitated through drag-and-drop features within the CRM interface.

Building Connections Through Shared Networks

• Integration with LinkedIn enables users to view detailed profiles of contacts directly from the CRM platform, enhancing networking capabilities.

Task Management and Service Requests

Streamlined Task Organization

• Copilot assists in managing weekly appointments by generating lists prioritized by account significance and preparing necessary details for meetings.

Incident Management System

• The introduction of Copilot Service Workspace provides a dedicated environment for handling service requests efficiently through an organized inbox system.

Utilization of Copilot in Service Management

Overview of Copilot's Functionality

• The client requests specific actions, and Copilot assists agents by suggesting how to plan interviews on the AirSwin system.

• It provides detailed procedures for tasks such as placing orders and updating information, enhancing agent efficiency.

• Agents receive comprehensive information about annual maintenance classifications and financial modalities not included in contracts.

Integration with Knowledge Base

• Requests are sent to a case management system, allowing access to knowledge base articles that outline previously addressed solutions and scripts.

• Copilot adapts its functionality based on the context, such as processing emails directly from an inbox instead of using Outlook.

Enhancing Communication

• When receiving emails, Copilot can prompt agents to request additional information if the email's content is unclear.

• This integration serves as a direct assistant within service operations, streamlining communication processes.

Managing Agent Hubs

Structure of Agent Hubs

• Two environments exist for managing agents: one focused on sales and another dedicated to service operations.

• Caution is advised when activating agents; understanding objectives and data security is crucial before implementation.

Features of Service Agent Hubs

• Service hubs assist in incident resolution and intention recognition, showcasing the platform's evolving capabilities.

• A future webinar will delve deeper into service agent functionalities.

Practical Applications of Microsoft Copilot

Sales Enhancement Tools

• Microsoft Copilot aids sales personnel by summarizing communications and retrieving CRM information for responses.

• It facilitates document creation across various formats (Excel, Word, PowerPoint), enhancing productivity during meetings.

Meeting Integration with Teams

• In Teams meetings, Copilot can summarize discussions, record sessions, analyze content shared during meetings, and update opportunities accordingly.

Q&A Session Insights

Availability of AI Features

• Questions arise regarding whether AI features are available across all Dynamics CRM versions; only Enterprise versions include integrated AI capabilities.

• Professional versions lack these features unless upgraded or activated separately.

Activation Process for Copilot

• Activating Copilot requires careful consideration; it should be part of a broader project strategy rather than a standalone action.

• Users must ensure they have necessary subscriptions before activation while considering intended usage scenarios.

Future Developments and Events

Upcoming Features Release Timeline

• The features discussed are currently available; Microsoft often previews upcoming functions ahead of their official release dates.

Invitation to Stadium Tour 2026

• An invitation is extended for attendees to join an upcoming event series at five iconic French football stadium locations focusing on legal obligations and innovations related to services.