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View and update CRM records in a Teams conversation

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If you're working on a case or with a customer and you need help from a colleague, your colleague might want some context to get up to speed quickly. Using Microsoft 365 Copilot for Service, you can easily share the case or customer record in a Teams chat or channel.

When a CRM record is shared with you in a Teams conversation, it unfurls into a rich adaptive card. Your CRM administrator determines which fields appear in the card and in what order.

Although you can view the fields in the card right in Teams, you can't update the record from the card. To update the record, you must open it in the CRM system.

View and update a CRM record in Teams

  1. In the adaptive card, select Open in (CRM), where "(CRM)" is the name of your CRM system. The record opens in the CRM in your web browser.

  2. Update the information as needed, and then save your changes.

  3. To see the new information in Teams, hover over the card, select More options (…), and then select Refresh.

  4. To see the updated information, hover over the card, select More options (...), and then select Refresh.