CRM users accelerate workflows with Copilot Agents for knowledge management
Inogic, a Microsoft Gold ISV Partner, enhanced knowledge retrieval for organizations using Dynamics 365 CRM and SharePoint by integrating Microsoft Copilot Agents. Employees previously spent excessive time searching for information across various systems, hindering productivity and customer service. Copilot Agents leverage generative AI to provide context-aware answers from both CRM and SharePoint, and automatically create case records for unresolved inquiries, consolidating knowledge, and improving decision-making for sales and support teams.
- Organization
- Inogic
- Industry
- Professional Services
- Location
- India
- Published
- February 2025
Reported outcomes
Strategic outcomes
Why do we believe this deployment?Customer identity, provider attribution, maturity, and source checks
- Customer
- Inogic
- Provider
- Microsoft
- Maturity
- Unknown
- Linked source
- Inogic Blog
No explicit deployment-stage evidence found.
Primary read
Use case focus
Showing 2 of 2
- 1Automated Knowledge Retrieval across CRM and SharePoint
- 2AI Agent for Case Creation and Intelligent Responses
- Employees spent unnecessary time searching for information across fragmented CRM and SharePoint systems.
- Manual search hindered productivity and delayed responses to customer queries.
- Lack of integration created knowledge silos and stalled workflow automation.
- Integrated Microsoft Copilot Agents into Dynamics 365 CRM and SharePoint.
- Enabled generative AI-powered search and context-aware responses across platforms.
- Automated case record creation and streamlined information retrieval.
- Eliminated knowledge silos and reduced manual search time.
- Accelerated query resolution and improved workflow efficiency.
- Enhanced productivity for sales and support teams.
Architecture
Copilot Agents operate as intelligent search agents across Dynamics 365 CRM and SharePoint. When a user asks a question, the system searches both sources, offers context-aware AI responses, and if unresolved, automatically creates a new case record in CRM for follow-up.
Sources & evidence1
- Customer explicitly identified
- Technical implementation details available
- Recent evidence check available
- Last evidence check: Jun 1, 2026.
The case's original source is still reachable.
- Cited source last checked Jun 1, 2026 — ok (0/1 broken).
Measures whether this deployment's public evidence persists — not whether the system is still in production.
AI-generated summary. Verify important details with the linked sources before relying on this case.
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