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Stories, Journeys, and Ideas for the crazy ones.

Join me on a journey where every post brings a fresh perspective. This blog is for those who are driven by curiosity and a desire to learn.

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Designing a Multi-Agent System in Copilot Studio for Dynamics 365 Customer Service & Sales

High-volume inbound channels — emails, chats, and calls — drain service and sales teams when most queries are routine. A multi-agent system in Microsoft Copilot Studio can autonomously handle product lookups, quote generation, troubleshooting, and recruiting guidance, escalating only the exceptions to human reps. This article shows you how to architect, deploy, and govern specialized agents that integrate with Dynamics 365 Customer Service and Sales, cutting response times and freeing your teams for high-value work.

Holger Imbery
Written by Holger Imbery

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copilotstudio curatedlist
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Copilot Studio - a curated link list

summary lede: Discover how Microsoft Copilot Studio empowers business users to create and customize AI agents with ease. This curated guide offers a comprehensive overview, hands-on workshops, and essential resources to help you become a citizen d...

Holger Imbery
Written by Holger Imbery
copilotstudio copilot salesforce copilot extensibility
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Transform Your Sales Operations - Integrate Salesforce with Copilot for Microsoft 365

Integrating Salesforce with Copilot for Microsoft 365 can revolutionize your sales operations. It automates repetitive tasks, provides real-time insights, and enhances collaboration across your team.

Holger Imbery
Written by Holger Imbery
copilotstudio copilot servicenow copilot extensibility
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Extending Microsoft 365 Copilot with Copilot Studio with ServiceNow as an example

Extending Copilot for M365 with Copilot Studio gives you the ability to create tailored solutions that meet your specific needs and improve overall efficiency.

Holger Imbery
Written by Holger Imbery
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Comparison of Copilot Chat and Copilot for Microsoft 365

Microsoft offers two AI-driven productivity tools for daily work: Copilot Chat and Copilot for Microsoft 365. Both are engineered to enhance productivity and streamline workflows, yet they serve different purposes and offer unique functionalities....

Holger Imbery
Written by Holger Imbery
techhint dynamics365 customerservice contactcenter microsoftteams
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Tech Hint - Consult and transfer from Dynamics 365 Customer Service or Contact Center to Microsoft Teams

Suppose you have upgraded to the enhanced voice experience (vNext) in Dynamics 365 Customer Service / Contact Center. In that case, you can empower your representatives to consult with or transfer voice calls to Microsoft Teams subject matter expe...

Holger Imbery
Written by Holger Imbery
virtualassistant customerservice
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Enhance Your Automated Customer Service by Giving Virtual Agents a Face and Personality

In today’s customer service landscape, virtual agents in text chats and voice calls have become quite common. However, it’s time to move beyond these faceless interactions and embrace virtual agents with a face that exhibit human-like behavior. V...

Holger Imbery
Written by Holger Imbery

Hello, I’m Holger

Microsoft MVP & MCT | Low Code Hacker | Copilot, Copilot Studio, Power Platform & Azure Architect

I’m a Microsoft MVP, specializing in agentic AI, autonomous systems, and the Microsoft Power Platform—with a focus on Copilot Studio and Azure AI Services. This blog provides practical insights and real-world approaches to building secure, scalable, and responsible AI solutions. Your feedback is always welcome—let’s start the conversation.

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