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How to govern Microsoft Copilot for Dynamics 365

How to govern Copilot in Dynamics 365: AI drafting and summarising inside your CRM and ERP records, where customer data and decisions live.

Microsoft · Reviewed when the vendor ships a capability change or a customer declares the tool

How Microsoft Copilot for Dynamics 365 is used

We see four common ways businesses use Microsoft Copilot for Dynamics 365, and we govern each one on its own terms. If your team uses it differently, that is fine: you describe the use in your own words and Certrak works out the governance from what it actually does.

General productivity assistance

Consequence to people: Low

Drafting, summarising, brainstorming, internal Q&A - day-to-day help with internal work

Internal informationEvery output reviewedInternal use only
  • Review rhythm: Annual review
  • Governance is mostly about: Safe everyday use; Checking what it produces; What it may be given

Customer communications drafting

Consequence to people: Medium

Drafting customer emails, support replies, or other outbound communications - reviewed before sending

Personal informationEvery output reviewedCustomers, no decisions about them
  • Review rhythm: Quarterly review
  • Governance is mostly about: Safe everyday use; Checking what it produces; What it may be given

Sales lead scoring and prioritisation

Consequence to people: Medium

Ranking leads, suggesting next actions, prioritising sales effort

Personal informationEvery output reviewedCustomers, no decisions about them
  • Review rhythm: Quarterly review
  • Governance is mostly about: Safe everyday use; A person stays accountable; What it may be given

Customer segmentation and personalisation

Consequence to people: Medium

Grouping customers for targeted treatment, personalisation, or recommendations

Personal informationMost outputs reviewedCustomers, no decisions about them
  • Review rhythm: Quarterly review
  • Governance is mostly about: Safe everyday use; A person stays accountable; What it may be given

Governing Microsoft Copilot for Dynamics 365 in practice

  1. Name one person who owns Microsoft Copilot for Dynamics 365 in your business. Governance starts with a name.
  2. Write down what Microsoft Copilot for Dynamics 365 is used for. Certrak recognises 4 common uses: General productivity assistance, Customer communications drafting, Sales lead scoring and prioritisation and Customer segmentation and personalisation. Yours may differ; write down yours.
  3. Decide what Microsoft Copilot for Dynamics 365 may and may not be given. Personal information is in scope for some uses; write the boundary down before it is needed.
  4. A person reviews most outputs and exceptions are flagged. Agree what counts as an exception and who sees it.
  5. Look at this again every quarter, and sooner on any of these: industry incidents, vendor model updates and data classification changes.

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