Microsoft Fabric & Copilot AI for Dynamics 365 CRM
Four logins to answer one question? Reports built from exports? Leaders who don’t trust the numbers?
Unify your CRM with Microsoft Fabric & Copilot AI — one trusted data layer for every system you run, implemented by Eagle360
One trusted answer across your CRM
One trusted answer across your ERP
One trusted answer across payroll & HR
One trusted answer across surveys & service
Connect Dynamics 365 CRM with your ERP, payroll, survey and field service data in Microsoft Fabric, so your teams can ask questions in plain English and get answers drawn from every system — without replacing anything you’ve built. Eagle360 is a Sydney and Melbourne based Microsoft Solutions Partner.
CRM, ERP, payroll and survey data in one OneLake
Copilot answers in plain English, from trusted data
Row-level security that matches your organisation
Senior Australian consultants: no offshore handover
Every system keeps its own version of the customer ➜ answers need exports and VLOOKUPs ➜ and Copilot has nothing trustworthy to work from.
Scattered data doesn’t announce itself as a crisis; it just quietly turns every cross-system question into a day of spreadsheet work.
We fix that — one governed data layer in Microsoft Fabric, so dashboards and Copilot finally agree with each other.
What is Microsoft Fabric for CRM?
Microsoft Fabric is Microsoft’s end-to-end analytics platform: data integration, data engineering, warehousing, real-time intelligence and Power BI on one shared data lake, OneLake, inside your Microsoft tenant. Dynamics 365 CRM data links to Fabric without ETL, and Fabric joins it with your ERP, payroll, survey and field service data. Copilot then answers questions in plain English from that governed data. Eagle360 builds the connections, the Bronze → Silver → Gold data layers, the security model and the dashboards, so Copilot’s answers can be trusted — with senior consultants in Sydney and Melbourne.
What is Microsoft Fabric?
Microsoft’s end-to-end analytics platform. Data engineering, data warehousing, real-time intelligence, data science and Power BI run on one shared data lake, OneLake, inside your Microsoft tenant.
How does Dynamics 365 CRM connect to Fabric?
Through the built-in Link to Microsoft Fabric. Dataverse tables appear in OneLake as shortcuts, so no export or ETL pipeline is needed. Updates usually reach the lakehouse within an hour.
Do we still need Dataverse?
Yes. Dataverse runs your CRM day to day. Fabric is the analytics layer that joins CRM data with your ERP, payroll, survey and field data, so the two work together.
What does Copilot add?
Copilot in Power BI and Fabric data agents let people ask questions in plain English and get answers grounded in your governed data, without having to build a report first.
What licence do we need?
A paid Fabric capacity (F2 or higher) for Fabric workloads and Copilot. On capacities below F64, people who view Power BI reports also need a Power BI Pro or PPU licence.
How long does it take?
A full CRM-plus-ERP programme typically runs around 22 weeks across six phases. Your raw data is landing in OneLake within the first six weeks or so.
One data platform for every system you already run
Microsoft Fabric
OneLake
Lakehouse
Data Warehouse
Data Factory
Dataflows Gen2
Eventstream
Real-Time Intelligence
Power BI
Copilot in Power BI
Fabric data agents
Semantic models
Mirroring
Dynamics 365 Sales
Customer Service
Field Service
Customer Insights
Business Central
Microsoft Dataverse
SharePoint
Excel
Microsoft Teams
Microsoft Purview
Microsoft Entra ID
Copilot Studio
15+ yrs
Delivering Microsoft data and business apps
1 OneLake
One analytical store for every system
3 data layers
Bronze, Silver and Gold — Copilot-ready
0 systems replaced
Your CRM, ERP and payroll stay as they are
Data spread across too many systems?
Get a free data assessment
Tell us which systems you run today. A senior consultant will map how each one connects to Microsoft Fabric, and what it will take to make your data Copilot-ready.
Why Microsoft Fabric?
One question shouldn’t need four logins
Your Dynamics 365 CRM runs day-to-day customer work, but the answers leaders need also sit in your ERP, payroll, survey and field service systems. Fabric brings them into one analytical layer that Copilot can query, without replacing anything you’ve built.
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“Which of our top 20 accounts have ERP invoices older than 60 days, and when did we last speak to each of them?”
🔑
Log in to the CRM
Export accounts and last-activity dates to Excel
🔑
Log in to the ERP
Export aged receivables — different customer IDs
🧮
Build a VLOOKUP
Match names by hand; half of them don’t line up
📧
Email the spreadsheet
Already out of date by the time it’s opened
💬
Ask Copilot
Type the question in plain English
🔗
Fabric joins the data
CRM and ERP are already matched in the Gold layer
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Get the answer
A ranked list with balances and last contact, with security applied to what you can see
4 logins · 3 exports · 1 manual merge
1 question · 1 answer · same security
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Analytics Dataverse wasn’t built for
Dataverse is built to run your CRM. Fabric is built for large analytical queries across millions of rows from many systems at once.
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Joins across every system
CRM, ERP, payroll, survey and field service data sit side by side in OneLake, so one question can draw on all of them.
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Inside your Microsoft tenant
Fabric runs in your existing Microsoft 365 and Azure tenant, with your Entra ID groups and no new vendor holding your data.
Your data sources
Every system you run, unified in OneLake
Each system becomes a first-class source in Microsoft Fabric. They all flow into one analytical hub that Copilot can query in plain English. Hover or tap a source to see how it connects.
🦅
Microsoft Fabric OneLake
One analytical store for every source, organised Bronze → Silver → Gold, with Copilot-ready semantic models and row-level security.
LakehouseWarehouseSemantic modelsCopilot
How it connects · Hover a source to see the connection method Eagle360 uses.
How the data is built
From raw exports to answers you can trust
Eagle360 builds your data in three layers. Each one makes it cleaner and easier to query, so Copilot and your dashboards always work from trusted, modelled data. Pick a layer to watch the same customer data transform.
- Dynamics 365 via the Dataverse link
- ERP via mirroring, API or database link
- Payroll and HR batch files
- Survey, field service and IoT feeds
- SharePoint and legacy Excel
- Duplicate contacts and accounts merged
- One customer key linking CRM and ERP
- Payroll cost centres mapped to CRM teams
- Survey scores normalised across programs
- Dates and currencies standardised
- 360° customer revenue view
- Pipeline plus delivery performance
- Employee cost vs revenue contribution
- NPS and satisfaction trends
- Executive KPI snapshots
customer_viewBronze layer
harbour foods ptyCRM84,000dup?
HARBOUR FOODSERP$12,410.5AUD?
Harbour Foods P/LSurveyNPS 6no ID
Coastline RetailCRM41,500
coastline retailERP7900date?
customer_viewSilver layer
Harbour Foods Pty LtdC-1042$84,000 pipeline✓
Harbour Foods Pty LtdC-1042$12,410.50 overdue✓
Harbour Foods Pty LtdC-1042NPS 6✓
Coastline RetailC-2210$41,500 pipeline✓
Coastline RetailC-2210$7,900.00 overdue✓
customer_viewGold layer
Harbour Foods Pty Ltd$84k pipeline · $12.4k overdueNPS 6 · last call 3 daysAt risk
Coastline Retail$41.5k pipeline · $7.9k overdueNPS 9 · last call 21 daysCall now
BronzeGold
Important: Copilot is only as good as the data underneath it. Point it at raw exports from several systems and the answers are unreliable. Building Bronze → Silver → Gold first is the difference between an AI assistant your team trusts and an expensive one they ignore.
Illustrative sample data.
Why Copilot AI?
Fabric provides the data. Copilot provides the answers.
Instead of learning Power BI, your teams ask questions in plain English and get answers drawn from every connected system. Pick a role to see the kind of question Copilot can answer once Fabric sits underneath it.
✨ Copilot · grounded in your Fabric data ● ROW-LEVEL SECURITY ON
Which of our top 20 accounts have open ERP invoices older than 60 days, and what’s the last CRM contact date for each?
Drawing on: CRMERPPayrollSurveyField Service
● ● ●
Harbour Foods$12.4k · 74 days3 days ago
Coastline Retail$7.9k · 66 days21 days ago
Ridge Hardware$3.1k · 61 days9 days ago
Previously: three exports and a VLOOKUP.
What’s our average SLA compliance for accounts that scored NPS below 6 in the last survey?
Drawing on: CRMERPPayrollSurveyField Service
● ● ●
Accounts with NPS below 611
Average SLA compliance82%vs 94% for all
Most common breachParts delay
Joins Field Service, survey and CRM data — not possible without a shared data layer.
Show headcount by cost centre this month vs last, and flag teams where payroll cost exceeds CRM-attributed revenue.
Drawing on: CRMERPPayrollSurveyField Service
● ● ●
Sales — NSW14 → 15OK
Sales — VIC11 → 11OK
Projects9 → 12Flag
Previously: finance and HR reconciled this by hand every month.
Compare Q3 vs Q4 gross margin by customer segment, and show which segments had CSAT drop at the same time.
Drawing on: CRMERPPayrollSurveyField Service
● ● ●
Wholesale31% → 29%CSAT ↓ 0.4
Retail38% → 39%CSAT —
Hospitality27% → 24%CSAT ↓ 0.7
Links financial results to customer sentiment — the question leaders always wanted answered.
Illustrative questions and sample answers. Copilot in Power BI and Fabric data agents need a paid Fabric capacity (F2 or higher).
Copilot in practice
Six ways Copilot changes how your teams work
Once your data is unified and modelled in Fabric, Copilot stops being a novelty and becomes the fastest way to get an answer.
01
🗣️
Natural language for everyone
No Power BI training required. If you can type a question, you can get an answer from the data in OneLake.
02
⚡
Answers in seconds
Questions that took hours of exporting and matching are answered in moments from the Gold layer.
03
🔗
Cross-system intelligence
One answer can draw on CRM, ERP, payroll and survey data together, because they already share keys.
04
🤖
Agents that act
Copilot Studio agents and Power Automate can flag at-risk accounts, alert on SLA breaches or summarise history before a call.
05
📧
Drafting & summaries
Copilot in Dynamics 365 Sales drafts account summaries and meeting prep from your real CRM records.
06
🛡️
Governed & trusted
Answers come from your semantic models, and row-level security still applies, so people only see what they’re allowed to.
Already using Power BI?
Get a free second opinion
Tell us how your reports are built today. We’ll show you what moving them onto Fabric would change: one governed data source, cross-system questions and Copilot.
Dashboards
Dashboards your teams will use every day
Purpose-built Power BI dashboards for each team, embedded in Dynamics 365 or Teams or used on their own. Every one is built on Fabric data, not direct CRM queries. Pick a team.
Executive dashboardAll regions
CRM vs ERP reconciliation
Closed-won deals matched against ERP invoices, so deals won in CRM but not yet invoiced are flagged straight away.
Customer health score
One score that combines payment history, CRM engagement, survey NPS and field service SLA performance.
Account 360°
CRM history, ERP orders, outstanding invoices, NPS and the last service visit in one panel inside Dynamics 365.
At-risk alerts
Accounts where NPS has dropped and payments have slowed are flagged before they churn.
Field Service linked to CRM
Every work order links back to the CRM account, and resolution times feed the customer health score.
Order fulfilment in the CRM
Account managers see delayed orders before the customer calls them.
Cost centre vs revenue
Payroll cost by department mapped against CRM-attributed revenue, without manual reconciliation.
Employee pulse trends
eNPS tracked by team over time, with declining sentiment flagged before attrition.
Segment-level scoring
NPS and CSAT by segment, product line and account manager, so you know where to act.
Detractor alert workflow
A detractor score creates a follow-up task for the account manager in Dynamics 365 within minutes.
Illustrative dashboards with sample data.
Security & freshness
A security model that matches your organisation
Fabric uses your existing Microsoft Entra ID groups, and we design row-level security to mirror your Dynamics 365 business units. Sales sees its region, finance sees the ledger, and HR data stays with HR, including when someone asks Copilot. Pick a role.
Sees their own region’s pipeline and customer NPS. Nothing else.
Same report, same question Signed in as: NSW sales rep
Sales — NSW pipeline$1.9M
Sales — VIC pipeline$1.3M
General ledger$8.4M
Payroll by person312 rows
Customer NPS42
Real-time and scheduled refresh
⚡
Near real time
IoT sensors and field service events via Eventstream
🔄
Continuous
Dynamics 365 via Link to Fabric — typically within an hour
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Scheduled
ERP and finance — hourly or daily, as you need
📦
Batch
Payroll and surveys, with alerts on anomalies
Illustrative example. Actual roles are designed with you in discovery.
Implementation plan
Microsoft Fabric CRM implementation, phase by phase
A structured six-phase programme, from discovery and data mapping through to governed production and hypercare. Select a phase to see its deliverables.
1. Discovery & data source mapping
WEEKS 1–3 · EAGLE360 LEAD + YOUR DATA OWNER
Deliverables
- Data source inventory and connectivity assessment
- CRM entity map
- ERP schema and API review
- Payroll and survey field mapping
Workshops
- Stakeholder requirements (Sales, Ops, HR, Finance)
- Technical connectivity session with IT
- Data quality and sensitivity review
- Security model design
Outcomes
- Agreed source-to-target data map
- Shared business glossary
- Governance framework draft
- Signed-off scope
2. Fabric foundation & Bronze ingestion
WEEKS 3–6 · EAGLE360 FABRIC ENGINEERS
Deliverables
- Fabric workspaces and capacity set up
- OneLake Bronze zone
- Dynamics 365 linked to Fabric
- ERP and payroll ingestion
Integrations
- Survey platform pipeline
- Field Service and IoT eventstream
- SharePoint and finance feeds
- Marketing data
Outcomes
- All raw sources landing in OneLake
- Pipeline monitoring and alerts
- Data lineage tracked
- Your IT team trained on pipeline operations
3. Silver layer — cleansing & transformation
WEEKS 6–10 · EAGLE360 DATA ENGINEERS
Deliverables
- Deduplication across CRM and ERP
- Customer master entity
- CRM-to-ERP account key
- Cost centre and survey normalisation
Data quality rules
- Missing-value handling
- Date and currency standards
- Job-to-case matching
- Data quality dashboard
Outcomes
- Trusted Silver tables
- Measured data quality targets
- Business sign-off on accuracy
- Documented cleansing rules
4. Gold layer & semantic models
WEEKS 10–14 · EAGLE360 BI ARCHITECTS
Deliverables
- Gold tables per domain
- 360° customer model
- Revenue and pipeline model
- Cost-to-revenue and NPS models
Semantic models
- Power BI models per audience
- Row-level security
- Copilot-friendly measure names
- Time intelligence (YTD, QoQ, YoY)
Outcomes
- Cross-source questions answerable
- Certified Gold models
- Security audited and approved
- Performance benchmarks met
5. Dashboards & Copilot deployment
WEEKS 14–18 · EAGLE360 UX & AI TEAM
Dashboards
- Executive command centre
- Sales and pipeline
- Operations and fulfilment
- HR, payroll and customer insights
Copilot
- Copilot in Dynamics 365 Sales
- Fabric data agent for leaders
- Detractor and at-risk agents
- Prompt library for common questions
Outcomes
- Dashboards tested by each team
- Copilot answers checked against real questions
- User training delivered
- Adoption baselined
6. Governance, go-live & hypercare
WEEKS 18–22 · EAGLE360 + YOUR TEAM
Governance
- Data governance framework
- An owner for each data domain
- Change management process
- Pipeline monitoring SLA
Go-live
- Production deployment and cutover
- 30 days of hypercare
- Rapid-response issue triage
- End-user help materials
Outcomes
- Monthly adoption reviews for 90 days
- Copilot usage analytics
- Phase 2 backlog
- Managed service options
Timelines are typical for a CRM-plus-ERP programme with several sources. Smaller scopes are faster; we confirm yours in discovery.
Risks & objections
The questions leaders ask before saying yes
The common objections from Dynamics 365 organisations considering Fabric and Copilot, with straight answers based on how the platform works.
🔁
The objection
“We already have Dataverse — why add Fabric?”
Our response
Dataverse is an operational store and runs your CRM well. It wasn’t designed to join millions of ERP, payroll and survey rows in one analytical query. Fabric is. Keep Dataverse for operations and use Fabric for analytics; they complement each other.
Dataverse runs operationsFabric runs analyticsLinked without ETL
🤖
The objection
“Will Copilot make things up?”
Our response
Copilot is only as reliable as the data underneath it. We build the Bronze → Silver → Gold pipeline before Copilot is switched on, so answers come from cleansed, modelled data. We also test it against your real business questions before go-live.
Answers from the Gold layerTested on your questionsClear business names
🔒
The objection
“Is our HR, payroll and finance data safe?”
Our response
Fabric runs inside your Microsoft tenant and uses your Entra ID groups. Workspace roles and row-level security ring-fence sensitive data, and that applies when people ask Copilot too.
Inside your Microsoft tenantEntra ID groupsRow-level security
🧩
The objection
“Do we have to replace our systems?”
Our response
No. Your CRM, ERP, payroll, survey and field service platforms keep running as they are. Fabric connects to them through shortcuts, mirroring, connectors and APIs.
Nothing replacedShortcuts & mirroringConnectors & APIs
📈
The objection
“Isn’t this only for big enterprises?”
Our response
No. Fabric capacity starts at F2 and can be scaled up, scaled down or paused. We size it to your data volumes and users, and can start with one or two sources.
Capacity from F2Scale up, down or pauseStart with 1–2 sources
Tried Copilot and didn’t trust the answers?
Get a data readiness check
We review your sources, data quality, semantic models and security, then give you a prioritised plan to make Copilot’s answers reliable.
Why Eagle360
Fabric built by people who know your CRM and ERP
Most data projects stall on messy source data and AI answers nobody trusts. We know how Dynamics 365 and Business Central data is structured, so we model it properly before Copilot is switched on, and we support you from Sydney and Melbourne.
CRM, ERP and data, one partner
We implement Dynamics 365 and Business Central too, so we already know how your source data is structured.
For you: models that match your business.
Data first, AI second
We build the Bronze → Silver → Gold pipeline before Copilot is switched on, then test it on your real questions.
For you: answers you can trust.
Security by design
Row-level security mirrors your Dynamics 365 business units and Entra ID groups from day one.
For you: sensitive data stays ring-fenced.
Local and senior
Senior consultants in Sydney and Melbourne since 1999 — no offshore handover.
For you: answers in your time zone.
Trusted by Australian leaders
Results delivered across diverse industries
T
The Iconic
Fashion e-commerce
Eagle360’s implementation of Microsoft Dynamics 365 and Tasklet Factory optimised warehouse efficiency, vendor satisfaction, and employee productivity, positioning us as a leader in Australian online retail.
Challenge
High-volume online orders and warehouse throughput
Solution
Dynamics 365 + Tasklet Factory mobile warehouse
Outcome
Optimised warehouse efficiency, vendor satisfaction and productivity
M
Mitsubishi Heavy Industries Air-Conditioners Australia
HVAC distribution
Since 2016, Eagle360 has partnered with us to enhance business workflow and customer engagement — delivering engineering excellence through modern, integrated business systems.
Challenge
Growing workflows and customer engagement needs
Solution
Integrated Microsoft business systems, partnered since 2016
Outcome
Enhanced business workflow and customer engagement
B
Boardroom Limited
Corporate services
Eagle360 successfully upgraded us from NAV 2015 to Dynamics 365 Business Central, transforming our financial processes with cloud-based, scalable ERP and AI-driven features.
Challenge
Ageing Dynamics NAV 2015 system
Solution
Upgrade to cloud Dynamics 365 Business Central
Outcome
Transformed financial processes with scalable, AI-ready ERP
Ready to take your business to the next level?
Speak to our data specialist and see Copilot answering questions from your own CRM and ERP data.
What is Microsoft Fabric?
Microsoft Fabric is Microsoft’s end-to-end analytics platform. Data integration, data engineering, data warehousing, real-time intelligence, data science and Power BI all run on one shared data lake, OneLake, inside your Microsoft tenant.
What is OneLake?
OneLake is the single data lake built into Fabric. Every Fabric workload reads and writes the same open Delta Parquet format, and shortcuts let you use data stored elsewhere without copying it.
What is the medallion (Bronze, Silver, Gold) architecture?
It’s a way of organising data in layers. Bronze holds raw data from each source, Silver holds cleansed and matched data, and Gold holds business-ready models. Copilot and dashboards use the Gold layer.
How is Fabric different from Power BI?
Power BI is the reporting part of Fabric. Fabric adds everything underneath it — ingestion, a data lake, transformation, warehousing and real-time data — so reports and Copilot work from one governed source.
How does Dynamics 365 CRM connect to Microsoft Fabric?
Through Link to Microsoft Fabric, which is built into Power Apps. Dataverse tables appear in a Fabric lakehouse as shortcuts, with a SQL endpoint and a Power BI semantic model, and no ETL pipeline to build. Updates usually reach the lakehouse within an hour.
Why do we need Fabric if we already have Dataverse?
Dataverse is built to run your CRM day to day. Fabric is built for large analytical queries that join CRM data with ERP, payroll, survey and field data. Most organisations use both.
Can Fabric bring in data from our ERP, payroll and survey systems?
Yes. Fabric connects through mirroring, Data Factory pipelines, Dataflows Gen2, APIs, database links, shortcuts and Eventstream. Systems that only export files can be ingested on a schedule.
Can Business Central data go into Fabric?
Yes. It can be brought in through APIs and pipelines today, and Microsoft has introduced native Business Central data mirroring to Fabric as a preview. We’ll recommend the right option for your version and data volumes.
Do we have to replace any of our current systems?
No. Fabric doesn’t replace your CRM, ERP, payroll or survey platforms. It connects to them and builds one analytical layer on top.
What does Copilot do with Fabric?
Copilot in Power BI answers questions about your reports and semantic models in plain English. Fabric data agents can answer questions across lakehouses, warehouses and semantic models, and can be used inside Microsoft Copilot or Copilot Studio agents.
Will Copilot give accurate answers?
Copilot is only as good as the data underneath it. That’s why we cleanse and model your data into a Gold layer first, use clear business names for measures, and test answers against your real questions before go-live.
Can Copilot take actions, not just answer questions?
Yes, with agents. Copilot Studio agents and Power Automate can act on insights — for example creating a follow-up task in Dynamics 365 when a customer gives a detractor score.
Does Copilot respect our security?
Yes. Copilot answers from data the person is allowed to see, so workspace permissions and row-level security still apply.
How is Microsoft Fabric licensed?
Fabric is licensed by capacity (F SKUs, from F2 upward), billed through Azure as pay-as-you-go or reserved. People who create and share Power BI content need Power BI Pro or PPU licences.
Do report viewers need a Power BI licence?
On capacities smaller than F64, yes — each viewer needs Power BI Pro or PPU. On F64 or larger, people with a free licence and the Viewer role can view Power BI content.
What do we need to use Copilot in Fabric?
A paid Fabric capacity of F2 or higher (or Power BI Premium P1 or higher) in a supported region, with Copilot enabled by your admin. Trial capacities don’t support Copilot.
Can we start small?
Yes. Fabric capacity can be scaled up, scaled down or paused. Many organisations start with one or two sources and a single dashboard, then add more as value is proven.
Is our data secure in Fabric?
Fabric runs inside your existing Microsoft tenant and uses Microsoft Entra ID. Workspace roles, row-level security and Microsoft Purview controls govern who can see what.
Can row-level security match our Dynamics 365 business units?
Yes. We design security roles in the semantic models that mirror your business units and Entra ID groups, so sales teams see their region and HR data stays with HR.
How fresh is the data?
It depends on the source. IoT and event data can flow in near real time through Eventstream, Dynamics 365 data updates continuously through Link to Fabric, and ERP, payroll and survey data refresh on a schedule you choose.
How long does a Fabric implementation take?
A full CRM-plus-ERP programme typically runs around 22 weeks across six phases: discovery, Bronze ingestion, Silver cleansing, Gold models, dashboards and Copilot, then governance and hypercare. Smaller scopes are faster.
When will we see value?
Early. Your raw sources are typically landing in OneLake around week six, and the first dashboards can be built as soon as the Gold models are ready.
What support do we get after go-live?
Thirty days of hypercare, monthly adoption reviews for the first 90 days, Copilot usage analytics and optional Eagle360 managed services.
No questions match your search. Ask us directly →
Ready when you are
Let’s turn your data into answers you can trust
Tell us which systems you run today. We’ll map how each one connects to Microsoft Fabric, show you Copilot answering questions from your own data, and give you a clear, fixed-scope proposal.
- Senior consultant
- Fabric, Dynamics 365 & Business Central
- Fixed-scope proposals
Local time in each office