A consultant configures Dynamics 365 Sales Copilot for a sales team. Copilot is enabled organization-wide, and testing confirms most sellers can ask Copilot to summarize any opportunity record. One seller, whose security role restricts access to opportunities outside their own business unit, reports that Copilot returns a 'no information available' message when summarizing an opportunity from a partner business unit that appears in a shared view. What is the most likely explanation?
Select an answer to reveal the explanation.
Short Explanation
Think of Copilot as a research assistant who can only read what you're allowed to read. It doesn't get its own special access badge; it walks through the same security doors as the seller using it. So when a seller's role keeps them out of another business unit's opportunities, Copilot hits the same locked door and comes back empty-handed, even if the record shows up in a shared list somewhere. The traps here point at fixes that don't touch permissions at all: buying more AI capacity, assuming a missing add-on license, or turning on the call-transcription feature. None of those change what the seller is allowed to see, so none of them would fix the problem. The real fix is adjusting the security role or business unit access so the seller can actually see the record; once that's true, Copilot will summarize it without any extra configuration.
Full Explanation
The correct answer is A. Copilot for Sales generates summaries by reading the Dataverse records a user is authorized to see, so its output is bounded by the seller's existing security role rather than by any separate AI permission layer. Because this seller's role restricts access to opportunities owned by other business units, Copilot correctly withholds a summary for the partner business unit's opportunity even though the record appears in a shared view the seller can technically browse. Option B is incorrect because AI Builder credits govern consumption of certain AI Builder models and prediction runs, not whether Copilot can read a Dataverse record; there is no per-business-unit credit gate. Option C is incorrect because Copilot licensing is assigned per user or embedded in the Sales Premium license, not split into cross-business-unit add-on SKUs. Option D is incorrect because Conversation Intelligence governs call transcription and analysis; it has no bearing on whether Copilot can summarize opportunity records, and enabling it would not change the seller's record-level access. The fix here is to review and, if appropriate, extend the seller's security role or business unit access, not to reconfigure Copilot itself.