Your customer requests, step by step.
At each step, the tool, what its vendor documents about its AI, and what is already paid for, included, to buy or to build. A standard process, deduced: yours is confirmed with you.
The steps
- Receiving and sorting. The tool. Dynamics 365 Customer Service. What the vendor documents. Email classification analyzes the content of incoming emails and assigns each message to a configured category (according to Microsoft's documentation, read on 10/16/2026). The edition. Pay-as-you-go billing must be enabled for the environment (according to Microsoft's documentation, read on 10/16/2026). The mode. Native. Who decides. The head of customer service. What is measured. Usage of this function, before and after: how many people use it and how often.
- Reply proposed to the agent. The tool. Dynamics 365 Customer Service. What the vendor documents. Customer service agents can use Copilot to compose emails, in the help pane or directly in the rich text editor (according to Microsoft's documentation, read on 10/16/2026). The edition. Two statements from the vendor: Regional prerequisite: if the environment’s data processing and storage geography is none of the United States, India, Australia or the United Kingdom, cross-region data movement must be enabled in the Power Platform admin center (according to Microsoft's documentation, read on 10/16/2026). The features for answering questions, composing an email, and summarizing cases and conversations are generally available in the North America region only; they are in preview in the other supported regions (according to Microsoft's documentation, read on 10/16/2026). The mode. Native. Who decides. The head of customer service. What is measured. Usage of this function, before and after: how many people use it and how often.
- Reply by an AI agent. The tool. Dynamics 365 Customer Service. What the vendor documents. Case Management Agent can resolve cases by identifying the case intent, collecting the required customer information and writing email replies (according to Microsoft's documentation, read on 10/16/2026). The edition. Two statements from the vendor: The Power Platform pay-as-you-go plan requires an Azure subscription, billed when the agent runs; consumption billing must be set up (according to Microsoft's documentation, read on 10/16/2026). Cross-region data movement for Copilot and generative AI features must be set up in the Power Platform admin center (according to Microsoft's documentation, read on 10/16/2026). The mode. Through an agent. Who decides. The head of customer service. What is measured. Usage of this function, before and after: how many people use it and how often.
- Handover to an agent. The tool. Copilot Studio. What the vendor documents. When the agent hands off a conversation, it passes the full history and all the variables collected; Dynamics 365 Customer Service routes the escalation to the right queue and an agent can pick up the conversation (according to Microsoft's documentation, read on 10/16/2026). The edition. Two statements from the vendor: A license for the Copilot Studio product and a license for the Chat Add-in for Dynamics 365 Customer Service product are required (according to Microsoft's documentation, read on 10/16/2026). The agent’s environment and the Dynamics 365 Customer Service environment must be in the same geographical region (according to Microsoft's documentation, read on 10/16/2026). The mode. Through an agent. Who decides. The head of customer service. What is measured. Usage of this function, before and after: how many people use it and how often.
- Summary and follow-up. The tool. Dynamics 365 Customer Service. What the vendor documents. Copilot’s case summary helps to quickly understand the context of a case and reproduces the title, customer, subject, product, priority, case type and description (according to Microsoft's documentation, read on 10/16/2026). The edition. The features for answering questions, composing an email, and summarizing cases and conversations are generally available in the North America region only; they are in preview in the other supported regions (according to Microsoft's documentation, read on 10/16/2026). The mode. Native. Who decides. The head of customer service. What is measured. Usage of this function, before and after: how many people use it and how often.
In your readout
In your company, each step is marked: already paid for, included in what you have, to buy, or to build.
The combination of tools
This page follows Microsoft 365, Dynamics 365 Customer Service and Copilot Studio. Dynamics 365 Customer Service carries 4 steps: receiving and sorting, reply proposed to the agent, reply by an ai agent and summary and follow-up. Copilot Studio carries 1 step: handover to an agent. Each capability comes from the vendor’s documentation, with its date.
With Ojja
- With the free readout. For the steps that go through Microsoft 365: what you already pay for, and what is turned on at your company.
- In Ojja Watch. The process marked step by step, kept up to date with your tools, and each step that changes measured before and after.
- With a partner. The process adapted to your company: they propose, you decide.
What Ojja never does
- Ojja builds nothing and does not choose a vendor for you: it records what each one documents.
- A step that the vendor does not document is not shown; nothing is written from memory.
- Never a promised saving: a count before, a count after.
- Ojja does not say whether a use is permitted: it gives the facts, and the points to review with your counsel.
Ojja does not provide legal advice: it records and documents; how the law applies to your situation is for your counsel to determine.
Checked on 10/16/2026. A standard process is deduced: it is confirmed with a person in your company, or your partner. A step the vendor does not document is not shown.