Over the past few months, Copilot has become one of the most talked-about features in the Microsoft ecosystem. But one thing still confuses many people:
There are actually two different Copilot experiences available in Microsoft 365.
- Microsoft 365 Copilot – the paid add-on
- Copilot Chat – the free chat experience included with Microsoft 365.
At first glance, they look almost identical. Both allow you to type prompts and get responses from AI.
However, when you try to use them in a real business scenario, especially inside CRM, the difference becomes very clear.
Recently, I experimented with both tools using a practical Dynamics 365 CRM scenario, and the results made the distinction crystal clear.
If you work in Sales, Customer Service, Consulting, or Project Delivery, this comparison will help you understand which Copilot actually makes a difference.
The Problem: AI That Can’t See Your Work
In most organizations, information about a customer is spread across multiple systems.
For example, in a typical CRM workflow you might have:
- Customer emails in Outlook
- Meeting notes from calendar events
- CRM notes and activities
- Service cases
- Tasks and follow-ups
- Internal discussions
- Documents and attachments.
When you ask AI to summarize a customer opportunity or identify risks, it needs access to all of this context.
But not every Copilot has that visibility... Read More
