Frequently Asked Questions

Bixy is a UK-based consultancy that helps organisations get the best from Microsoft Dynamics 365, Power Platform, AI, Copilot, and intelligent agents. We focus on delivering practical automation and real business outcomes, not just technology rollouts. Our approach is built on fairness, transparency, and an "output over hours" mindset - you pay for results, not time.

Many consultancies work on timesheets and complex contracts that can feel opaque. Bixy was created to be different. We use clear pricing, avoid long-term lock-in, and deliver outcomes that matter. We specialise in automation and AI so your investment creates measurable efficiency and smarter decision-making.

Yes. Bixy is a certified Microsoft partner for Business Applications and the AI Cloud. This gives us direct access to Microsoft expertise, product updates, and partner resources to keep your solutions future-ready.

Our clients range from growing SMBs with 5+ users to mid-market businesses with several hundred. We can support smaller teams needing a first CRM or AI project just as well as established organisations scaling complex operations.

Our primary client base is UK-based, but we can deliver projects for global teams. Dynamics 365 and the Power Platform are cloud solutions, so geography rarely limits our support.

Implementation covers designing and delivering a new Dynamics 365, AI or Power Platform solution; from scoping and configuration to data migration and go-live. Support keeps your existing system reliable and evolving, with an agreed level of help each month. Rescue is for when a project is off track - perhaps over budget, behind schedule, or failing to deliver value. We step in, stabilise, and get you back on course.

Yes. They complement each other, and the sequence depends on your situation. You may start with a Rescue to fix a poor or stalled implementation and stabilise the platform. Once stable, we move into Implementation to add new modules or functionality and complete the change. After go-live, Support covers ongoing improvements and business as usual. You can use any one of these on its own, but they can work together.

We can start quickly. First, we assess what's gone wrong - budget, scope, technical setup, or adoption - then create a stabilisation plan. Our goal is to protect your investment and rebuild trust in the platform.

Yes. We can provide anything from a light-touch monthly package to a full-service support agreement. You're not locked into a long-term contract.

No. We believe hours don't always reflect value. Our model is "output over hours": you pay for the results delivered, not the time spent. If something takes two days, we won't bill you for five.

We agree a fixed price at the start based on clear outcomes. It’s our job to deliver efficiently, not to stretch a two-day task into five and charge you for it. If anything changes along the way, we discuss and agree it before moving forward.

Yes. Some clients prefer to fund work in smaller phases, adding features or integrations step by step. This gives flexibility while keeping budgets under control.

No. We don't lock clients into long-term deals. You stay with us because we add value, not because of contract clauses.

We're transparent. We don't inflate estimates or bill for inefficiency. You'll know what you're paying for and what outcome to expect.

We start with a discovery and design phase to map your processes and priorities. Then we configure, migrate data, and test with your team. Go-live is followed by support and adoption help. We use agile methods where flexibility is needed and fixed scope where certainty is key.

We break work into clear stages, give you visibility of progress, and document decisions. Our governance approach helps prevent scope creep and surprise costs.

We provide training, create clear process guides, and often embed AI and automation to reduce manual work, making adoption easier for your team.

Yes. Your data stays within your Microsoft 365 and Dynamics 365 environment. We don't host or store it externally. All access is controlled and auditable.

We follow Microsoft's compliance framework and UK GDPR standards. We help you configure role-based security, audit logs, and retention policies so your system remains compliant.

Before deploying AI or Copilot, we review data access and governance. We ensure sensitive data isn't exposed and AI tools only act where appropriate. We can also set up monitoring to detect unusual activity.

Contact us to arrange a call or meeting. We'll understand your goals, review your setup, and suggest clear next steps - whether that's support, a new project, or a rescue plan.

Yes. Our health check reviews any of; your Dynamics 365 environment, AI readiness, and automation opportunities. We identify quick wins and longer-term improvements, so you know where to invest.

Often within days for support or rescue. Larger implementations start with a discovery phase which we can schedule quickly once scope is agreed.

Absolutely. Many clients begin with a single process or app and scale once they see results.

Still have questions? Get in touch to discuss your Dynamics 365, Power Platform, or AI project and see how Bixy can help.

Dynamics 365 Sales is Microsoft’s CRM solution for managing leads, opportunities, and customer relationships. It helps sales teams automate tasks, analyse data, and close deals faster through integrated tools and AI-driven insights.

Sales reps, business development managers, and leadership teams use Dynamics 365 Sales to manage their pipelines, track progress, and gain real time visibility into performance.

Dynamics 365 Sales improves visibility, enhances collaboration with Teams and Outlook, and uses AI-powered insights to help sellers focus on high-value activities and close deals faster.

Sales integrates seamlessly with Outlook, Excel, and Teams. for instance, emails tracked in Outlook automatically sync to Dynamics, and data can be exported to Excel for deeper analysis.

A lead represents initial interest from a potential customer. Once qualified, it becomes an opportunity - a potential deal that the sales team can pursue through the pipeline.

Copilot summarises meetings, drafts email responses, and recommends next actions using AI. It saves sellers time and ensures better follow-ups.

Yes. Power Automate and built-in workflows can trigger automatic actions, such as assigning leads, sending follow-up emails, or updating records.

Sales Insights provides AI-driven recommendations, predictive scoring, and conversation analytics to help sellers identify the best opportunities and improve their engagement.

Yes. The Dynamics 365 Sales mobile app allows sellers to view opportunities, log meetings, and update records while on the go.

Forecasting tools give managers visibility into potential revenue and performance against targets, using real time data from open opportunities.

Playbooks are reusable templates that guide reps through standard sales processes, such as handling objections or following up with leads.

Yes. The integration lets you view LinkedIn profiles and send InMail messages directly from within Dynamics 365, helping with prospecting and relationship building.

Power BI dashboards can be connected to Dynamics 365 Sales to visualize trends, track KPIs, and forecast pipeline performance.

Dynamics 365 Sales is available in three main editions: Sales Professional, Sales Enterprise, and Sales Premium. Add-ons like Relationship Sales combine Dynamics and LinkedIn Sales Navigator.

Yes. The system can be configured for both business-to-business (B2B) and business-to-consumer (B2C) models, depending on your sales structure.

It uses Microsoft’s enterprise-grade security, with role-based permissions, data encryption, and compliance with standards like GDPR.

Data flows seamlessly between apps such as Customer Service and Field Service via Dataverse, ensuring a unified view of every customer.

Yes. You can configure forms, views, and fields using Power Apps. Developers can extend functionality with Power Automate or plugins.

Yes. It runs in Microsoft’s secure Azure cloud and can be accessed from any web browser or mobile device.

Dashboards and reports display key metrics such as pipeline value, win rate, and revenue trends in real time.

Microsoft Learn offers step-by-step tutorials, and community forums provide support for users and admins.

Yes. You can connect with ERP systems, marketing tools, or third-party platforms using APIs or Power Automate connectors.

Microsoft releases major updates twice a year and monthly service improvements.

Integration with Teams allows sellers to collaborate on deals, share notes, and discuss opportunities directly from within Dynamics.

Yes. Emails, calls, and meetings can be automatically tracked to customer records, giving a complete view of communication history.

Yes. Dynamics 365 Sales integrates seamlessly with Microsoft Outlook to track emails, appointments, and meetings. Sales activities are automatically synced, allowing users to manage customer interactions directly from their inbox.

Dynamics 365 Customer Service is Microsoft’s cloud-based solution for managing customer support and service operations. It helps teams resolve cases faster, improve satisfaction, and deliver personalised support across channels such as email, chat, phone, and social media.

Customer service agents, supervisors, and service managers use the app to track, resolve, and report on customer inquiries. It’s also used by organisations that want to standardise and improve their support processes.

The solution centralizes all customer interactions, automates case management, and uses AI-powered insights to improve response times and overall customer experience.

A case represents a customer inquiry, issue, or request for help. Cases can be created automatically from emails or manually by agents and tracked through resolution.

Omnichannel for Customer Service enables real time chat, voice, SMS, and social interactions - all managed from a single unified agent workspace.

The workspace is an intuitive interface where agents can manage multiple cases, conversations, and knowledge articles at once. It provides real time context and conversation history.

Copilot summarizes cases, drafts replies, and suggests knowledge articles based on the issue. It helps agents work faster and more accurately.

Knowledge management allows organisations to create, share, and publish articles that agents can use to answer common questions or troubleshoot issues.

Yes. Using portals or Power Pages, customers can log in, view cases, submit new requests, and access knowledge articles without contacting support directly.

Both applications share customer and account data via Dataverse. This means sales and service teams can see each other’s activities and collaborate for a consistent customer experience.

SLAs define target response and resolution times for customer cases. Dynamics 365 tracks SLA compliance automatically, alerting agents if deadlines are at risk.

Queues organise and prioritise work for agents. for instance, all new cases might go into a general queue, and escalated cases into a priority queue.

Yes. Power Automate and built-in business rules can automatically route cases, send follow-ups, or update statuses when actions occur.

AI helps predict case resolution times, suggest actions to agents, and analyse sentiment in customer conversations to improve service quality.

Out-of-the-box dashboards display case volumes, SLA performance, and customer satisfaction metrics. Advanced analytics are available through Power BI integration.

Dynamics 365 Customer Service is offered in Professional and Enterprise editions. Omnichannel capabilities, chat, and voice are available as add-ons.

You can deploy chatbots built in Copilot Studio or Power Virtual Agents to handle routine inquiries and automatically create or update cases in Dynamics.

Yes. Integration with Microsoft Teams enables agents to chat, share files, and discuss cases without leaving the workspace.

The solution is hosted on Microsoft Azure and adheres to strict security and compliance standards, including encryption and role-based access control.

It’s the configuration hub where administrators can manage settings for case routing, SLAs, agent permissions, and communication channels.

Yes. You can tailor entities, forms, and workflows using Power Apps or Power Automate to match your organisation’s support process.

By providing unified customer histories, AI suggestions, and integrated knowledge articles, agents can resolve more issues during the first interaction.

Yes. Through Power Automate and Dataverse connectors, it can integrate with ERP, billing, or external ticketing systems for end-to-end service visibility.

Entitlements define the amount or type of support a customer is entitled to - for instance, a certain number of cases per year or specific support hours.

Absolutely. Many organisations use it to manage internal help desks, HR requests, or facilities issues with the same tools they use for external customers.

Microsoft delivers two major release waves per year, along with monthly service updates.

Customer satisfaction surveys can be sent automatically after case closure to collect feedback and analyse agent performance.

Dynamics 365 Field Service is a Microsoft solution that helps organisations manage work orders, scheduling, dispatching, and mobile technicians. It ensures the right technician gets to the right place at the right time with the right tools to complete the job efficiently.

It’s used by service organisations, dispatchers, field technicians, and operations managers across industries like utilities, manufacturing, facilities, healthcare, and telecommunications.

Benefits include optimised scheduling, improved first-time fix rates, proactive maintenance with IoT integration, and better customer satisfaction through transparent communication and real time updates.

A work order represents a service task or job to be performed. It includes details like location, customer, required skills, and parts needed.

The system uses resource scheduling optimization to assign technicians based on availability, location, and skill sets. Dispatchers can manage this via an interactive schedule board.

The schedule board is a visual tool that allows dispatchers to assign, reschedule, and monitor technician jobs in real time.

Yes. IoT integration allows automatic creation of work orders based on sensor data - for instance, when equipment detects an issue, Field Service can automatically schedule a technician.

Copilot assists dispatchers with intelligent scheduling suggestions and helps technicians by summarising work orders, recommending fixes, and drafting customer updates.

RSO uses AI to optimise technician assignments, minimizing travel time and ensuring the most efficient use of resources across multiple jobs.

Yes. The Field Service mobile app gives technicians access to schedules, customer details, asset history, and job instructions - even offline.

Assets are customer-owned equipment or items that require maintenance. The system tracks their history, service records, and warranties.

Preventive maintenance plans automatically generate work orders based on time, usage, or IoT triggers - reducing unplanned downtime.

Yes. Customer Service agents can create work orders directly from cases, ensuring seamless collaboration between support and field operations.

Service agreements define long-term maintenance or service contracts with customers. They help automate recurring work orders and billing.

Yes. Field Service provides appointment reminders, live technician tracking, and post-visit surveys to improve customer transparency.

Managers can track performance with built-in dashboards or integrate with Power BI for deeper analytics on productivity, response times, and SLA compliance.

Dynamics 365 Field Service is licensed per user and can be bundled with Customer Service or Sales for end-to-end service management.

Yes. You can assign work orders to external vendors or subcontractors and track their completion within the system.

Highly customizable - you can adjust forms, workflows, and automation using Power Apps and Power Automate without needing custom code.

The system tracks parts and materials across warehouses, vans, and locations, automatically updating inventory as technicians use or return items.

Yes. It’s fully cloud-based and built on Microsoft Dataverse, ensuring data synchronization across Dynamics 365 and Power Platform apps.

Yes. Many organisations connect Field Service with Dynamics 365 Finance or Business Central to automate invoicing, billing, and resource costing.

Connected Field Service combines IoT data, AI insights, and automation to enable proactive service delivery - fixing problems before the customer even notices them.

It follows Microsoft’s enterprise security standards, with encrypted data, role-based access, and global compliance certifications.

Microsoft provides major updates twice per year, with regular service improvements and feature enhancements in between.

Yes. You can use Power Apps for custom forms, Power Automate for scheduling workflows, and Power BI for analytics dashboards.

By ensuring accurate scheduling, timely service, and clear communication, Field Service improves reliability and overall customer experience.

Dynamics 365 Project Operations is Microsoft’s solution for managing projects from sales to delivery and billing. It connects teams across sales, project management, finance, and operations to ensure projects are delivered on time and within budget.

It’s used by professional services firms, engineering and construction companies, consultancies, and any organisation that delivers work on a project basis.

Benefits include better project visibility, integrated financials, accurate resource planning, and improved profitability through a single unified platform.

Project Operations connects directly with Dynamics 365 Sales to convert opportunities into projects once a deal is won, ensuring seamless handover from sales to delivery.

Project contracts define the terms, pricing, and billing structure for a project. They are used to manage funding sources and revenue recognition.

Tasks represent the work to be completed in a project. Project schedules define dependencies, timelines, and milestones - much like a Gantt chart.

Yes. Team members can log their time and expenses against specific tasks, helping managers track actual effort versus planned effort.

Resource bookings assign people or equipment to tasks based on skills, roles, and availability, ensuring projects are staffed efficiently.

Yes. It integrates with Microsoft Project for detailed scheduling and Power BI for advanced analytics, allowing full visibility of performance and profitability.

The system supports both time and materials and fixed-price billing models. It automates invoicing based on project milestones or actual work completed.

Copilot assists project managers by summarising progress, identifying risks, and drafting status reports or resource recommendations.

Yes. The system provides portfolio-level views, helping leaders manage multiple projects, monitor budgets, and allocate shared resources.

Dashboards display metrics like utilization rate, project profitability, and budget variance. For deeper insights, Power BI provides interactive reports.

The typical lifecycle includes sales (quote to contract), planning, execution (time and expense tracking), monitoring (progress and costs), and closure (billing and analysis).

Yes. It connects seamlessly to these ERP systems for advanced accounting, revenue recognition, and financial reporting.

Resource scheduling tools let managers match the right people to the right work, balance workloads, and forecast future demand.

It’s licensed as a standalone app within the Dynamics 365 suite, or it can be integrated with Finance and Supply Chain Management for end-to-end operations.

Yes. You can customise entities, workflows, and business rules using Power Apps, Power Automate, or Dataverse extensions.

Profitability tracking lets you compare planned versus actual revenue and costs, helping ensure projects remain financially healthy.

Integration with Microsoft Teams enables project members to share files, chat, and manage tasks directly within their workspace.

Professional services, IT consulting, engineering, and manufacturing firms benefit most - any organisation that runs projects for clients or internal initiatives.

Yes. It supports multiple currencies, tax regions, and time zones, making it suitable for multinational teams.

It uses Microsoft’s enterprise-grade security framework, ensuring role-based access and full data encryption in the cloud.

Microsoft releases two major updates per year as part of the Dynamics 365 release wave schedule, with ongoing feature enhancements.

Yes. Subcontractors can log time and expenses, and their costs can be tracked against specific projects for full cost visibility.

Yes. Forecasting features predict revenue, resource demand, and utilization based on historical and planned data.

Yes. Power Automate can be used to automate workflows like approvals, notifications, and project updates.

Microsoft Learn, documentation, and community forums provide tutorials and best practices for both new and experienced users.

Dynamics 365 Marketing, now part of Customer Insights - Journeys, is Microsoft’s marketing automation solution. It helps organisations plan, execute, and analyse personalised, data-driven campaigns across email, social media, and other channels.

Marketing teams, campaign managers, and sales professionals use it to nurture leads, track engagement, and align marketing efforts with sales outcomes.

Key benefits include personalised customer journeys, seamless integration with Dynamics 365 Sales, AI-powered insights, and unified data through Microsoft Dataverse.

A customer journey is a sequence of automated interactions (emails, texts, or triggers) that guide prospects through the sales or engagement funnel based on their behaviour or preferences.

Marketing and Sales share leads, contacts, and engagement data, ensuring both teams have a complete view of the customer.

Segments are groups of contacts or customers defined by shared attributes or behaviors, such as “recent event attendees” or “inactive customers.”

Copilot helps create email content, generate ideas for campaigns, and summarise engagement insights - saving time while maintaining creativity and relevance.

Yes. It includes tools to plan and promote in-person and online events, manage registrations, and follow up with attendees automatically.

You can design emails using a drag-and-drop editor, segment audiences, and track performance metrics like open rates, click-through rates, and conversions.

Real-time journeys trigger interactions instantly based on customer actions - for instance, sending a thank-you email immediately after a webinar registration.

Outbound journeys are scheduled campaigns that deliver emails or messages to a defined audience at planned times, often used for newsletters or promotional offers.

AI helps marketers predict engagement, optimise send times, and personalize messages. Dashboards show performance metrics for ongoing optimization.

Yes. You can connect with Power BI, Power Automate, LinkedIn, and external applications through APIs or connectors for a unified marketing ecosystem.

Customer Insights - Data unifies customer data from multiple sources, while Journeys focuses on marketing automation and engagement based on that unified data.

It supports email, SMS, push notifications, and event-based communication, all managed from within one platform.

Lead scoring assigns points based on a prospect’s interactions - such as email opens or website visits - to help sales teams prioritise high-value leads.

Yes. You can embed tracking scripts on your website to capture visitor data and measure conversions.

These features help organisations manage customer communication preferences and comply with privacy laws like GDPR.

Power BI connects to Marketing data for visual analytics on campaign performance, lead trends, and audience engagement.

Licensing is based on the number of contacts and messages sent, with tiers for small, medium, and enterprise-level organisations.

Yes. You can connect LinkedIn and other social channels to track engagement and run targeted campaigns.

You can customise forms, journeys, and segmentation rules using Power Apps, Power Automate, and Dataverse tools.

It supports both. B2B marketers can manage accounts and opportunities, while B2C marketers can build personalised journeys based on customer actions.

The new experience offers faster real time journeys, improved Copilot functionality, and tighter integration with Customer Insights - Data.

Yes. You can automate customer onboarding, training reminders, and satisfaction surveys after a purchase or service delivery.

Yes. It runs in Microsoft’s secure Azure cloud and integrates seamlessly with the rest of the Dynamics 365 and Power Platform suite.

Microsoft releases two major updates per year and smaller rolling enhancements that introduce new automation and AI capabilities.

Microsoft Learn, documentation, and community blogs provide tutorials, scenario guides, and best practices for marketing teams.

Power Apps is Microsoft’s low-code platform for building custom business applications. It allows users to create web and mobile apps that connect to data in Microsoft Dataverse, SharePoint, or other sources - without needing advanced coding skills.

Business analysts, IT teams, and citizen developers use Power Apps to automate manual processes, digitize forms, and create internal tools that improve productivity.

You can build canvas apps (for flexible UI design), model-driven apps (based on data structure), and portals (external-facing web apps).

Power Apps and Dynamics 365 share the same Dataverse platform, enabling users to extend Dynamics apps or build new apps that interact with existing business data.

Yes. With over 1,000 prebuilt connectors, Power Apps integrates with systems like SAP, Salesforce, and SQL Server. You can also create custom connectors.

A connector is a bridge that allows Power Apps to communicate with other services - for instance, connecting to Outlook for sending emails or to SharePoint for storing documents.

Copilot in Power Apps uses natural language to help users describe what they want to build. It then generates an app layout, formulas, and data connections automatically.

Power Apps is available through per-app, per-user, and pay-as-you-go licensing models, depending on how many apps and users your organisation needs.

Yes. Power Apps can be embedded directly into Teams, allowing users to access business tools within their collaboration environment.

Canvas apps allow full control over layout and design. Model-driven apps are data-first and automatically generate UI components based on the underlying data model.

Yes. It uses Microsoft’s enterprise-grade security, including Azure Active Directory authentication and role-based access control.

Yes. Mobile canvas apps can store data locally and sync automatically when back online - useful for field or remote work scenarios.

Power Apps stores data in Dataverse, a scalable and secure data platform that manages relationships, rules, and automation across apps.

Examples include expense tracking, onboarding forms, service requests, inspections, and customer feedback collection.

Yes. Many organisations use Power Apps to modernize spreadsheets or legacy tools like Access databases by building modern, mobile-friendly interfaces.

Developers can extend apps with custom code using JavaScript, Power Fx, or integration with Azure Functions for advanced logic.

Power Apps receives continuous updates as part of Microsoft’s Power Platform release waves, typically twice per year.

You can trigger workflows directly from apps - for instance, sending approval requests or updating records automatically.

Yes. AI Builder and Copilot features allow users to add intelligence such as form recognition, language understanding, and prediction to their apps.

Microsoft Learn, documentation, and community tutorials provide step-by-step guides for both beginners and advanced makers.

Power Automate is Microsoft’s automation tool that helps users create workflows between apps and services to eliminate repetitive tasks.

Examples include automatic email alerts, approval workflows, document routing, and syncing data between systems.

Flow types include automated flows (triggered by an event), instant flows (triggered manually), scheduled flows, desktop flows (for RPA), and business process flows.

RPA in Power Automate lets users automate legacy desktop applications using screen recording and bots - no APIs required.

You can automate CRM processes, such as sending notifications when leads are assigned or updating records after an order is placed.

Copilot can build flows using natural language - users describe what they want to automate, and Power Automate creates the flow automatically.

Connectors link Power Automate to other services, such as SharePoint, Excel, Teams, Salesforce, or external APIs.

Yes. It uses role-based security, encryption, and auditing features that align with Microsoft’s security and compliance framework.

Power Automate offers per-user and pay-per-flow plans, plus attended and unattended RPA licensing options.

Yes. Approval workflows can route requests to managers or teams automatically, with notifications via Teams or email.

Yes. Using the On-Premises Data Gateway, it can securely connect to local SQL, SAP, or file systems.

A business process flow guides users through standardised steps, ensuring consistent process execution - often used in Dynamics 365 scenarios.

Power Automate can trigger data refreshes or send alerts when Power BI metrics cross defined thresholds.

Yes. Users can create, view, and act on approvals directly within Microsoft Teams.

It’s the RPA component that allows automation of Windows-based applications, ideal for repetitive desktop tasks.

Yes. Combined with AI Builder, it can extract information from forms or invoices and update data automatically.

Examples include “When an email arrives,” “When a record is created,” or “When a file is added to SharePoint.”

Built-in retry logic, alerts, and monitoring dashboards help track flow performance and detect issues quickly.

Flows can be embedded in Power Apps buttons to execute tasks like approvals, notifications, or data updates.

Banking, retail, healthcare, and education all use Power Automate to improve operational efficiency and reduce manual work.

Power BI is Microsoft’s business intelligence tool that turns data into interactive visual reports and dashboards. It connects to hundreds of data sources and helps organisations make data-driven decisions.

Business analysts, executives, and data teams use Power BI to visualize data, track KPIs, and share insights across departments.

The main components are Power BI Desktop (for building reports), Power BI Service (for publishing and sharing online), and Power BI Mobile (for viewing dashboards on devices).

Benefits include interactive visualizations, real time analytics, AI-driven insights, and deep integration with Excel and Microsoft Teams.

A dataset is a collection of data imported or connected to Power BI. Reports and dashboards are built from these datasets.

Dashboards are single-page summaries displaying key visualizations, metrics, and insights - often used for executive reporting.

Yes. Power BI connects directly to Dynamics 365 Sales, Customer Service, or Finance to visualize CRM and ERP data in real time.

Power BI works seamlessly with Excel, allowing users to import workbooks, publish PivotTables, and analyse data interactively.

Yes. Power BI connects to both cloud (Azure, Salesforce, Google Analytics) and on-premises (SQL Server, SAP) data sources.

A workspace is a collaborative environment where teams can create, publish, and share Power BI reports and dashboards.

Visuals are charts, graphs, maps, or custom visualizations that display data insights. You can import additional visuals from AppSource.

Power BI uses AI for features like natural language queries (“Ask a question about your data”), anomaly detection, and key influencer analysis.

Power BI offers Free, Pro, and Premium (per user or per capacity) licences, depending on collaboration and performance needs.

Yes. Power BI Embedded allows developers to embed dashboards into websites or custom applications.

Power BI provides end-to-end data encryption, role-based access, and compliance with global standards like GDPR and ISO 27001.

Dashboards can be pinned directly inside Teams channels for real time collaboration and discussion around shared data.

Yes. You can schedule automatic data refreshes to ensure your reports are always up to date.

It’s a tool that connects cloud-based Power BI with on-premises data sources securely.

Microsoft Learn, Power BI Community, and partner-led courses offer comprehensive learning paths for all skill levels.

Power Pages is a low-code platform for building secure, data-driven business websites that connect directly to Microsoft Dataverse.

Organisations that need customer, partner, or vendor portals - such as application submission sites, service request portals, or community dashboards.

Power Pages combines low-code design with enterprise-grade security and integrates natively with the rest of the Power Platform.

The design studio, templates, data workspace, and security configuration tools for building and managing external websites.

Data entered on Power Pages is stored directly in Dataverse, allowing secure sharing and workflow automation.

Yes. for instance, a customer can view their case details from Dynamics 365 Customer Service via a secure Power Pages portal.

Templates are prebuilt solutions (e.g., customer self-service, registration forms) that help users launch sites quickly.

Yes. It supports Azure Active Directory, Microsoft Entra ID, and other authentication providers for secure access.

Copilot assists in writing content, creating forms, and designing layouts with natural language prompts.

Yes. Developers can use JavaScript, Liquid, or custom CSS for advanced design and logic.

Examples include supplier portals, employee onboarding sites, and training registration systems.

You can automate tasks such as form submissions triggering approval workflows or sending confirmation emails.

Licensing is based on authenticated and anonymous user capacity, depending on the number of monthly users.

Yes. It scales automatically through Microsoft Azure’s global infrastructure.

Power BI and built-in metrics provide insights on user activity, form submissions, and engagement.

Power Pages evolved from Power Apps Portals, adding modern design tools, better templates, and enhanced AI features.

Microsoft continuously enhances Power Pages through biannual release waves and smaller incremental updates.

Dataverse is Microsoft’s cloud-based data platform that stores and manages business data used in Dynamics 365 and the Power Platform.

It provides a secure, scalable foundation that connects Power Apps, Power Automate, Power BI, and Dynamics 365, ensuring consistent data across systems.

Tables (formerly entities) store structured data such as contacts, accounts, or opportunities - similar to database tables.

Relationships link tables, allowing data connections like “one customer to many orders.”

It offers encryption, role-based permissions, auditing, and compliance with Microsoft’s global security standards.

Yes. Virtual tables and dataflows can pull data from external systems into Dataverse for unified reporting.

Dataverse is a managed data platform with built-in security, business rules, and integration with Microsoft apps - while SQL Server is a general-purpose database.

All Dynamics 365 apps (Sales, Service, Field, etc.) use Dataverse as their underlying data platform, ensuring shared data consistency.

Power BI can directly read Dataverse data for visualization, analytics, and business intelligence dashboards.

Yes. Users can add new tables, fields, relationships, and business rules without affecting the underlying system.

It’s a standardised schema used by Dataverse to ensure compatibility between Microsoft and third-party apps.

Copilot accesses Dataverse data securely to summarise information, generate insights, and automate common business tasks.

An environment is a space where data, apps, and flows are stored - used for separating development, testing, and production.

Yes. REST and OData APIs allow developers to programmatically interact with Dataverse data.

Business rules enforce logic (e.g., field validation or automatic updates) without writing code.

It scales automatically and can manage millions of records with high performance.

It’s used as a central data hub for customer, project, or service information across the Power Platform and Dynamics 365.

Managed solutions are locked and used for deployment; unmanaged ones are editable and typically used during development.

It meets major global standards like GDPR, ISO, SOC, and HIPAA.

Microsoft Learn and documentation provide detailed guides for admins, developers, and citizen makers.

Microsoft Copilot Studio is a low-code conversational AI platform for creating, managing, and deploying custom copilots and chatbots. It lets organisations design AI assistants that can answer questions, automate tasks, and connect to data from Dynamics 365, Power Platform, and external systems.

IT teams, business users, and developers use Copilot Studio to build copilots for customer support, HR, finance, and internal productivity scenarios.

You can build copilots that handle FAQs, perform actions like creating tickets, access real time data from connected systems, and work across Microsoft Teams, websites, or other channels.

Copilot Studio is the evolution of Power Virtual Agents, combining low-code bot authoring with advanced AI orchestration and extensibility.

Topics define how a copilot responds to specific user inputs or questions. Each topic includes trigger phrases and dialogue paths that guide the conversation.

A plugin connects your copilot to external data or business logic - such as Dynamics 365, SAP, or a custom API - so it can take actions or retrieve live information.

You can connect Copilot Studio to Dynamics 365 Sales, Customer Service, or Field Service to automate queries, update records, or provide instant customer responses.

It connects natively to Power Automate for workflows, Power Apps for data input, and Dataverse for storage and security.

Conversation boosters use Microsoft’s AI search to help copilots answer questions directly from internal content like SharePoint, OneDrive, or websites.

Generative AI enables copilots to understand complex questions, summarise content, and generate natural, human-like responses using large language models.

Yes. Copilot Studio follows Microsoft’s enterprise-grade security model, respecting access permissions for each connected data source.

Copilot Studio lets you build and customise copilots from scratch, while Microsoft 365 Copilot provides built-in AI assistance inside Word, Excel, Teams, and Outlook.

Common examples include HR chatbots for answering employee questions, customer service assistants for handling tickets, and internal knowledge bots for IT helpdesks.

You can deploy copilots across Microsoft Teams, websites, Power Pages, or other digital channels from a single interface.

Yes. Developers can configure API connections to extend copilot capabilities, allowing it to retrieve or update data in real time.

It uses AI models to interpret user intent, extract key entities, and trigger the most relevant responses or actions.

Absolutely. Its drag-and-drop interface and Copilot-assisted authoring make it easy for business users to build copilots without writing code.

The authoring canvas allows users to build conversations visually, test responses instantly, and add Copilot AI suggestions to improve flow design.

It’s the control hub for managing copilots, monitoring analytics, and handling security, data connections, and publishing.

Yes. It supports multiple languages, allowing organisations to reach global audiences with localized copilots.

Copilots can be published directly to Microsoft Teams to assist employees with internal queries, HR requests, or knowledge lookups.

Built-in dashboards show metrics such as session volume, resolution rate, and user satisfaction, helping optimise copilot performance.

Fallback topics handle questions that the copilot can’t answer by redirecting users to human agents or suggesting related topics.

Yes. Copilots can start Power Automate flows to perform tasks like creating tickets, sending emails, or updating records.

Roles define who can build, publish, or manage copilots, ensuring compliance with organizational governance policies.

Licensing is based on message volume and capacity, with additional options for enterprise integrations and usage tiers.

Yes. It can integrate with OpenAI, Azure OpenAI Service, and other large language models for specialized conversational experiences.

Copilot Studio is continuously updated through Microsoft’s Power Platform release cadence, ensuring access to the latest AI capabilities.

Microsoft Learn, documentation, and YouTube tutorials offer step-by-step guides and sample use cases for both beginners and advanced creators.

Microsoft 365 Copilot is an AI assistant built into Microsoft 365 apps like Word, Excel, PowerPoint, Outlook, and Teams. It helps users create, analyse, summarise, and collaborate more effectively by combining large language models (LLMs) with your organisation’s data in Microsoft Graph.

Copilot works alongside users within familiar Microsoft 365 apps. It processes natural language prompts to perform actions like writing emails, generating presentations, analysing spreadsheets, and summarising meetings.

Copilot is available in Word, Excel, PowerPoint, Outlook, Teams, OneNote, and Loop, with additional integrations across Microsoft 365 services.

Copilot saves time by automating routine work, improving productivity through AI-generated insights, and helping users communicate and create content faster.

Copilot is available to commercial, education, and non-profit users with eligible Microsoft 365 licences (E3 or E5) and the Copilot add-on.

Copilot is an add-on licence to Microsoft 365 E3 or E5. Organisations purchase Copilot per user, with pricing available through Microsoft or authorized partners.

In Word, Copilot can draft, rewrite, and summarise text based on your prompts. It can also reference existing documents and generate new content using your organisation’s data.

Copilot in Excel can analyse data, create visualizations, and suggest formulas or trends. It helps users turn data into insights with natural language commands.

Copilot can create full presentations from Word documents or outlines, suggest layouts, and help refine slide content for clarity and tone.

In Outlook, Copilot helps write, summarise, and prioritise emails. It can also draft professional responses and extract key details from long threads.

In Teams, Copilot summarizes meetings, identifies action items, and helps users stay aligned by generating recaps and insights from conversations.

Copilot uses Microsoft Graph to access only data the user is authorized to see, following the same security, privacy, and compliance standards as Microsoft 365.

By default, Copilot uses data stored in Microsoft 365 (emails, chats, documents). However, it can connect to external data via Microsoft Graph connectors.

Bing Chat Enterprise provides AI chat with commercial data protection in a browser, while Microsoft 365 Copilot integrates AI directly into productivity apps.

Businesses use Copilot for report writing, data analysis, meeting management, proposal creation, and automating daily communication tasks.

Yes. Copilot can summarise Word documents, Teams meetings, or email threads to highlight key points and next steps.

Copilot automatically learns from organizational data within Microsoft 365. For more control, admins can configure access and connectors to ensure relevant content is indexed.

Yes. Copilot can access files in SharePoint and OneDrive, allowing users to reference, summarise, or use that content in their tasks.

Copilot follows Microsoft 365’s enterprise-grade compliance model, including encryption, role-based access, and GDPR alignment.

Yes. With Copilot Studio, organisations can create custom copilots or extend Microsoft 365 Copilot with additional connectors and plugins.

Users need a Microsoft 365 E3 or E5 licence, the Copilot add-on, and access to the supported desktop or web apps.

Yes. Copilot capabilities are being gradually added to Outlook Mobile, Teams Mobile, and other Microsoft 365 mobile apps.

Copilot adheres to the same access controls and data boundaries already configured in Microsoft 365, so it won’t surface data users can’t access.

Copilot is available globally, though some AI capabilities may vary by region as rollout continues.

Microsoft releases new features and enhancements continuously through the Microsoft 365 cloud update cycle.

In Excel and Power Automate, yes - Copilot can help build formulas, analyse data patterns, and suggest automation logic.

Microsoft Learn, Copilot Lab, and in-app tutorials provide guided lessons and practical use cases to help users master Copilot.

Microsoft Copilot is an AI assistant integrated across Microsoft 365 apps - such as Word, Excel, PowerPoint, Outlook, and Teams - that helps users write, analyse, summarise, and create faster with natural language prompts.

Dynamics 365 apps like Sales, Customer Service, and Field Service are built on the Microsoft Power Platform, which provides the foundation for data, automation, and analytics. Power Apps, Power Automate, and Power BI extend Dynamics with low-code customisation, workflows, and reporting.

Dataverse is Microsoft’s secure, cloud-based data platform that powers Dynamics 365 and Power Platform apps. It stores business data in a consistent format and supports automation, analytics, and integration across systems.

Licensing depends on which apps and workloads you need. Dynamics 365 apps are licensed per user or per app, while Power Platform licences depend on app usage or capacity. Many organisations combine both to build a scalable business solution.

Microsoft Copilot is the AI assistant layer across Microsoft products. It appears in Dynamics 365 (e.g., Sales or Customer Service), Power Platform (Copilot in Power Apps), Microsoft 365 (Word, Excel, Outlook), and Copilot Studio for custom copilots.

Security is unified through Microsoft Entra ID (Azure AD) and Dataverse permissions. Access is controlled by user roles, and data is encrypted both in transit and at rest.

Extensions and connectors allow copilots to access data from external systems such as Salesforce, SAP, or ServiceNow. This makes copilots more powerful and business-aware.

Yes. Copilot Studio allows you to build custom copilots or add new skills and data connections to existing Microsoft 365 or Dynamics 365 Copilots.

Examples include:

The Microsoft Power Platform includes Power Apps, Power Automate, Power BI, Power Pages, and Microsoft Copilot Studio - all of which work together to build, automate, analyse, and enhance business solutions.

Dynamics 365 applications are built on Microsoft Power Platform, sharing the same Dataverse foundation. This allows seamless integration, data sharing, and automation across business processes.

Microsoft products meet global compliance standards such as GDPR, ISO 27001, SOC, and HIPAA. Compliance is managed centrally through Microsoft Purview.

Yes. Power Automate can connect workflows between systems - for instance, creating a Teams message when a new lead is added in Dynamics 365 Sales.

Microsoft’s AI layer spans from Azure OpenAI Service to integrated Copilots. AI improves forecasting, assists decision-making, and automates repetitive tasks across Dynamics 365, Power Platform, and Microsoft 365.

Microsoft 365 Copilot is built into productivity apps (Word, Excel, Outlook), while Copilot Studio lets you design your own copilots and integrations using low-code tools.

It ensures consistent security, shared data across apps, unified AI experiences, and simplified governance. Businesses can grow from departmental apps to enterprise-wide automation without changing platforms.

Power BI connects directly to Dataverse or Dynamics 365 data, creating dashboards that visualize sales, service, or financial performance.

Power Automate enables workflows that link Dynamics 365, Microsoft 365, and third-party systems, reducing manual effort and improving accuracy.

Microsoft Copilot uses models hosted in Azure OpenAI Service, ensuring enterprise-grade privacy and control over how data interacts with AI.

Yes. Administrators can manage Copilot access through Microsoft 365 compliance controls, limiting what data is surfaced from the Graph or Dataverse.

Yes. Copilots are available across Dynamics 365 Sales, Customer Service, Field Service, Marketing, and Project Operations, with each designed to enhance productivity in its respective area.

With Power BI, organisations can consolidate insights from Dynamics 365, Power Platform, and Microsoft 365 into a single analytics layer for data-driven decision-making.

The key benefits include reduced IT complexity, enhanced security, deep integration, and AI-driven automation across business functions.

Updates for Dynamics 365, Power Platform, and Copilot features are rolled out through regular release waves. These updates include new AI capabilities, performance improvements, and enhanced integrations.

Yes. Through Copilot Studio and Power Automate connectors, copilots can interact with third-party systems, extending Microsoft AI across your existing technology stack.

Microsoft offers a unified platform across productivity, automation, data, and AI - from Teams to Dynamics 365 - allowing deeper cross-app automation and a single security framework.

Microsoft Learn, documentation, and AI-powered training guides are available for each product area, along with community events and certification programs.

Microsoft follows the Responsible AI principles of fairness, transparency, and accountability. All copilots are designed with privacy, data security, and user control at the core.

Yes. Microsoft provides industry-specific copilots - for instance, in healthcare, finance, and manufacturing - which can be further extended via Copilot Studio.

Microsoft continues to evolve its Copilot ecosystem to deliver multi-app copilots that can reason across Dynamics 365, Power Platform, and Microsoft 365 data seamlessly.