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Customer experience | Sales, Customer Insights,...

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Copilot and separate entities for Customers/CustomerContacts and Partners/PartnerContacts

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Posted on by ThMoJe1

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In our CRM we have Seperate account enteties for Customers/CustomerContacts and Partners/PartnerContacts. This is instead of just having /Accounts/ and /Contacts/, that then could have a type of /Customers/ adn /Partners/.

Problem is that when using Copilot in outlook to save and email to CRM only Customers/CustomerContacts show up. The old Dynamciw 365 outlook add-on also shows Partners/PartnerContacts.

How can I get Copilot to also show Partners/PartnerContacts?

Or have we just painted ourself into the corner by having seperate entteties for Customers/Partners?

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Dengliang Li Microsoft Employee on at

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Copilot and separate entities for Customers/CustomerContacts and Partners/PartnerContacts

Hi,

You can add customized entity record types to Copilot. Entity records need to be related to currently available record types, such as Opportunities, Contacts, and Accounts.
Please refer to the following link for details.
https://learn.microsoft.com/en-us/microsoft-sales-copilot/customize-forms-and-fields#add-a-new-record-type-or-a-salesforce-object

Best Regards,
Dengliang Li

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