Copilot Per Module
Sales Copilot summarizes opportunities and drafts emails. Customer Service Copilot drafts case responses and pulls knowledge. Field Service Copilot assists with work orders and knowledge. Each is a SKU on top of base module licensing.
What Actually Helps
High-volume repetitive tasks — email drafting, case summarization, knowledge search. Users save minutes per task, hours per week. ROI shows up in response time reduction.
What’s Demo-Ware
Auto-generated forecasts from natural language, ‘ask Copilot to create a strategic plan’ — interesting demos, unreliable at scale. Treat as assistive, not autonomous.
Piloting
Start with one persona, one feature, one month. Measure baseline before enabling. Survey users weekly. Decide to expand, hold, or retire based on data, not vibes.
Governance
Copilot data governance: region, retention, customer-data usage. Security & Compliance admin owns this. Don’t enable Copilot without a documented policy.