The Power of Sales AI Glossary: How Microsoft Dynamics 365 Copilot Can Help You Sell More Effectively by Learning Your Business

In today’s rapidly changing sales environment, many organizations are turning to advanced tools like Microsoft Sales Copilot within Dynamics 365 to enhance their processes and empower their teams. A notable challenge, however, is that standard AI solutions often fall short in grasping the specific language, data structures, and business jargon unique to each sales team. This blog delves into how utilizing the Glossary feature in Microsoft Copilot Studio can effectively bridge this gap, allowing Sales Copilot to communicate seamlessly in your organization’s specific business language.

Current Challenges

Microsoft customers have provided valuable feedback, pointing out some consistent challenges that they face:

• Copilot does not resonate with the specific language of my business
• Customized Ownership Model renders the Show My Opportunities feature ineffective
• The definitions of Large and Top Opportunities vary across different businesses
• Copilot misinterprets certain industry-specific terminology
• Several of the core Tables have been renamed
• Customers typically do not consider Stages 1 and 2 in their sales pipeline
• Sales Reducing Transaction is our most frequently encountered opportunity type, but Copilot fails to recognize it
• What methods should be used to validate the output generated by Copilot

These issues arise from a gap between Copilot’s general framework and the specific, nuanced language and processes utilized by each sales team.

What is the Glossary and How Does It Help with Business Fluency

The Glossary is an exciting feature in Copilot Studio that empowers organizations to outline custom domain knowledge. This includes specifics like abbreviations, phrases tailored to particular roles, and distinct business rules, all organized systematically. When you use this glossary, it helps to rephrase user questions, incorporating essential and domain-specific context before Copilot processes the request.

Key Benefits:

• Ensures that Copilot aligns with your internal models and business language
• Enhances Copilot’s ability to understand and respond to user inquiries more accurately and contextually
• Decreases confusion, especially when custom terminology overlaps with standard terms
• Allows organizations to adapt and refine their business language as processes change

Comparing the Flow: Without vs. With Glossary

Without the Glossary: When a user submits a query, after moderation, Copilot works to grasp key phrases and connect them with the Dataverse schema based on its default knowledge before crafting the SQL. This approach can lead to misunderstandings, particularly when custom terminology or data structures come into play. For instance, if someone asks to “Show my opportunities,” Copilot might default to the standard “Owner ID” field, overlooking specific custom ownership models.

With the Glossary: When the Glossary is active, Copilot can paraphrase the user’s query using the provided custom definitions. This enriched query assists in schema linking and SQL creation, leading to responses that are not only more accurate but also more relevant. For example, Copilot can now recognize that “My Opportunities” should be filtered according to a custom ownership definition laid out in the glossary terms rather than relying on the typical owner.

Real-World Scenario

Let us look at a practical example to highlight the benefits of ownership configuration. In this case, a sales organization utilizes a custom table called “Pursuit Team” to monitor opportunity ownership by “Team Member,” moving away from the conventional “Owner ID” field. Opportunity ownership is determined by the team members listed in the “Pursuit Team” table.

Consider the sample data screenshot showing this setup: (this could be replaced with a screenshot of the view filters).

Before Glossary: When a user prompts Copilot to “Show My Opportunities,” it fetches records based on the default “Owner ID,” bypassing the established custom ownership logic.

After Glossary: By introducing a glossary entry that defines “My Opportunities” as “retrieve distinct records from the ‘Opportunity’ table by ‘Name’, filtered by the ‘PBC_Team Member’ column for the current user in the linked table ‘PBC_Pursuit Team’,” Copilot now provides the expected results, fully aligned with the organization’s custom framework.

This change clearly illustrates how the Glossary feature enables Copilot to deliver precise, business-relevant insights, even in intricate or tailored environments.

Step-by-Step Configuration Guide

1. Access Copilot Studio: Start by navigating to https://copilotstudio.microsoft.com. Open your Copilot within Microsoft Dynamics 365 Sales Agent.
2. Select the Knowledge Tab: Once you are in the Copilot, head over to the Knowledge tab in Dynamics 365 Sales. Here, select the “Sales Specific Q n A” knowledge source you wish to enhance.
3. Go to the Glossary Section: Within your chosen knowledge source, find the Glossary tab. This is where you will define the relationships between user-facing terms and the Dataverse schema elements.
4. Add Glossary Entries: For each entry, you will typically include the items below.Term: The word or phrase that identifies and distinguishes your glossaries.Description: A brief knowledge statement to assist the Copilot Agent in understanding custom scenarios for generating more effective responses.For Example: “My Opportunities” – To retrieve “My Opportunities”, run a distinct query on the ‘Opportunity’ table by ‘Name’. Filter results by the ‘PBC_Team Member’ column to reflect the current user in the linked ‘PBC_Pursuit Team’ table by connecting it to ‘PBC_Opportunity’. Return essential details from the ‘Opportunity’ table, excluding the ‘Owner ID’ field.
5. Save and Test Your Changes: After inputting your glossary terms, save the modifications. Use the Test Agent feature to ensure the glossary terms are accurately interpreted within user queries.
6. Confirm in Microsoft Dynamics 365 Sales: Navigate to the Dynamics 365 Sales app and launch the Copilot in Sales. Enter the prompt “Show My Opportunities.” This should now return opportunities based on the defined custom ownership.

Validation of Configuration: While testing, it is crucial to confirm that the generated SQL accurately captures the intended custom table relationships based on your Glossary Definition.

Debugging with Developer Tools in Microsoft Dynamics 365 Sales: Open the Developer Tools (F12) to observe network calls and examine the “Query Structured Data” response. This will help you understand how the glossary is contributing to the output. The response object will include the generated TSQL and FetchXML for your review, as well as detail how the Copilot in Sales executed the plan.

Best Practices to Get the Most Out of the Glossary Feature

• Start with the Glossary: Define your custom tables and their relationships before diving into synonyms.
• Use Clear Language: Craft glossary entries as if you are explaining concepts to a new team member as clarity is key.
• Reference Schema Names: Clearly specify what each table or field represents, and what it does not, to avoid any confusion.
• Limit Synonyms: Only introduce synonyms when there is a clear, ongoing need for them.
• Test and Refine: Utilize real-world prompts and network trace tools to assess how well Copilot understands the terms.
• Document and Share Insights: Keep track of changes made to the glossary and synonyms, and share any best practices with your teams.

Conclusion

Transforming Microsoft Copilot into an effective member of your sales team is now within reach, thanks to the Glossary feature in Copilot Studio. By integrating your organization’s specific terminology and business rules, you can elevate Copilot from a standard assistant to a genuine sales ally providing precise, context-sensitive responses that enhance productivity and satisfaction.

Are you ready to let Copilot speak your business’s language? Begin creating your glossary today and see the positive impact firsthand.

Travis South – Marketing Specialist

Working with New Dynamic

New Dynamic is a Microsoft Solutions Partner focused on the Dynamics 365 Customer Engagement and Power Platforms. Our team of dedicated professionals strives to provide first-class experiences incorporating integrity, teamwork, and a relentless commitment to our client’s success.

Contact Us today to transform your sales productivity and customer buying experiences.

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