Microsoft makes 30 pre-built CRM skills generally available in Copilot Cowork
The skills draw on data from Dynamics 365's Sales, Customer Service and Customer Insights apps; Cowork consumes credits on top of the user license.
What's happening
According to Customer Experience Magazine, Microsoft has made 30 pre-built CRM skills generally available in Copilot Cowork, its tool for handing off multi-step work. Microsoft's Deva Rajamohan says the skills work with more than 180 generally available tools across the three apps. The pay-as-you-go rate is $0.01 a credit, according to Microsoft's Copilot Credits Guide.
Whose desk it lands on
The owner of the CRM system. Before these skills touch live customer records, who will cap credit spending, and at what limit?
Our view
The CX Brief's interpretation, not a claim made by the source.
The real news isn't the number of skills but that CRM work moving to Copilot is billed by usage: Cowork consumes credits on top of the user license. At $0.01 a credit, the cost looks small, but the meter runs as the work gets done. For customer experience teams, the real task is to settle up front on the metric they will use to measure what this spending delivers.
