Inconsistent Copilot UI and Functionality in Dynamics 365 Sales

What’s happening?

Users experience inconsistent UI displays and functionality issues with Copilot in Dynamics 365 Sales. Specifically, different users see different UI behaviors despite using the same system, and Copilot functionality is not working as expected in certain environments.

Reason:

This occurs due to missing required licenses. Specifically, the affected tenant does not have the necessary Dynamics 365 Sales Premium or Dynamics 365 Sales Enterprise licenses required for Copilot functionality.

Resolution:

To resolve this, ensure the following:

Verify with your Global Administrator whether the affected tenant has the required licenses:

• Dynamics 365 Sales Premium, or
• Dynamics 365 Sales Enterprise
• If the required licenses are not present, add either Dynamics 365 Sales Premium or Dynamics 365 Sales Enterprise licenses to the affected tenant to enable Copilot functionality.
• Additionally, confirm that generative AI features have been enabled as per the guidelines provided in the official Microsoft documentation on copilots and generative AI features for Power Platform.

These steps will ensure Copilot functions correctly and consistently across all users within the Dynamics 365 Sales environment.