Use Copilot for Service in Teams

  • 10 minutes

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

When someone shares a CRM record 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.

Though you can view the fields in the card 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

To view and update a CRM record in Teams, follow these steps:

  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 view the new information in Teams, hover your mouse cursor over the card, select More options (...), and then select Refresh.

  4. To view the updated information, hover your mouse cursor over the card, select More options (...), and then select Refresh.