EY is working with Dynamics 365 Sales and the Sales Agent in Microsoft 365 Copilot to redefine how CRM is used day to day. Instead of sellers spending a lot of time on manual data entry, these tools help:

• Capture and organize CRM data more automatically
• Surface insights inside Microsoft 365 where sellers already work (email, meetings, documents)
• Free up seller time so they can focus more on building and maintaining customer relationships

The goal is to reimagine CRM as a relationship-enablement tool rather than just a system of record.

The Sales Agent in Microsoft 365 Copilot is designed to sit inside the tools sellers already use and make CRM tasks lighter. In practice, this means it can:

• Assist with data entry into Dynamics 365 Sales so sellers spend less time updating records
• Pull CRM context into everyday workflows (for example, bringing account details into email or meeting prep)
• Help sellers stay organized around opportunities, contacts, and follow-ups

By reducing the manual work around CRM, the Sales Agent helps sellers focus more on conversations and relationships with customers.

Using Dynamics 365 Sales together with the Sales Agent in Microsoft 365 Copilot helps organizations rethink how sales teams spend their time. Key areas of value include:

• More time for selling: Automating and simplifying data entry means sellers can allocate more of their day to customer conversations and deal progression.
• Better use of CRM data: When CRM information is surfaced directly in Microsoft 365, it becomes easier for sellers to act on insights in real time.
• Stronger customer relationships: With less administrative overhead, sellers can invest more effort in understanding customer needs and building long-term relationships.

Overall, this approach aims to reshape CRM from an administrative burden into a practical sales assistant that supports both productivity and relationship-building.