Dynamics Community Forum Thread Details

Customizing Copilot and Lead Scoring

We are in the process of introducing copilot to our users but have come across a few set backs. I have a few questions regarding copilot configuration and limitations.

1) Copilot Prompt in Sales Hub

- Does this only look at data fields selected in copilot settings? For example, if we ask when was this lead created on, and created on isnt a selected field, copilot return anything?

- Is copilot aware of the current open record or do you have to define what record prior to retrieving data?

- Are the selected data fields in copilot settings used for Summary and Copilot prompt or is there seperate configuration for copilot?

- Is copilot prompt generative? i.e. draft and email to lead X

2) Row Summary

- Is row summary for lead no longer supported? Why would this be removed? We have summaries in lead entity that are way off and is including data that is irrelevant.

2) Lead and Opportunity Scoring

- Is this still supported? I ask because Sales Insights Settings is no longer in the change area. I can only access through a link. Im sure I can add it back, but was not removed by us.

- We recently updated the fields within lead scoring, retrained the model and published. We have several examples of lead records, created within the designated timeframe, that have not been re-scored and are still displaying the old fields. The info hover text says it is only retrained when values change that contribute to the scoring, which makes sense, but in this case the fields have changed so I would think it would have to re-score? Or are we stuck with the current grade until the previously selected field is updated?

Thank you!!

Categories:

Dynamics 365 Sales

Microsoft Dynamics CRM

- Yes, strictly. The "Summarize" feature relies on the specific fields configured by your administrator (up to 15 fields). If a field like "Created On" is not in that list, the generated summary will not include it.

No, this is broader. When you ask a natural language question (e.g., "When was this lead created?"), Copilot can generally access standard fields on the record even if they are not in the "Summary" configuration, provided the user has permission to view that field in the system.

- Yes, Copilot is context-aware. If you have a Lead or Opportunity record open on your screen and open the Copilot side pane, it automatically grounds its responses in that specific record. You do not need to define "Lead X" if you are looking at "Lead X".

- The configuration menu (often found under App Settings > Copilot) specifically targets the Summary and Recent Changes features. It tells the AI "these are the most important fields to highlight." It does not strictly limit the Chat feature from answering questions about other fields, but the Summary will ignore anything not in that list.

- Yes. Copilot has generative capabilities for email. You can use features like "Email Assistance" in the timeline or the "Draft an email" prompt in the side pane. It can use context from the record (and recent meeting notes) to draft an email introduction, follow-up, or meeting summary.

- Microsoft has been deprecating "in-grid" or "full-screen" legacy AI views in favor of the Copilot Side Pane and the Summary Widget (the banner that appears at the top of a record).

- If you are referring to a specific "Summary" column in the default Lead view that used to auto-generate text, this has likely been removed to improve performance and force usage of the on-demand Copilot pane.

- As you noted, legacy summaries were often "way off." The move to the new Copilot architecture (GPT-based) is intended to fix the accuracy issues, but it requires the new interface (Side Pane) rather than the old static column.

- Yes, it is definitely supported.

Missing setting - The disappearance of "Sales Insights Settings" from the change area is a common configuration/permissions issue, not a deprecation.

Check your Sitemap settings; sometimes updates hide this area.

Ensure you have the System Administrator or Sales Insights Administrator role.

Workaround: You can typically access it directly by going to the Sales Hub app settings or navigating to the generic "App Settings" area and looking for "Sales Insights" under the Intelligence group.

- This is standard behavior for the scoring engine to save processing resources.

The system calculates a score when a record is created or when relevant fields on the record are modified. Publishing a new model changes the rules, but it does not automatically force the system to re-calculate every single existing record immediately. Yes, you are technically "stuck" with the old grade until the record is "touched."

The Fix: You do not need to wait for a natural update. You can force a re-score by performing a Bulk Edit on the affected leads.

Create a view of the leads with the old scores.
Select all.
Edit a "dummy" field (or a field involved in the scoring) to a new value and then back again (or just update a 'Last Contacted' date).
This modification forces the system to recognize a "change" and re-run the scoring logic against the new model.

If this helps pls mark as verified so that it will help someone else. cheers!

Quick Links

Subscribe to this forum!