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Copilot in Customer Service provides real-time AI assistance that helps customer service representatives (service representatives or representatives) automate tasks, resolve cases faster, and deliver better customer experiences.
When you turn on Copilot features, representatives can respond to questions, compose emails, draft chat responses, and summarize cases and conversations in the Copilot Service workspace app.
However, for service representatives to use these features in Customer Service Hub and custom apps, you must perform the steps in Enable Copilot features.
Note
Summarize conversations is available for use in Copilot Service workspace only.
How Copilot features are delivered
Copilot features in Dynamics 365 Customer Service are powered by Microsoft 365 Copilot and exposed in Customer Service apps such as Copilot Service workspace.
Copilot features use customer service data—such as cases, customer records, and interactions—to help customer service representatives (service representatives or representatives) retrieve information, generate responses, and complete actions without leaving their workflow.
Some Copilot capabilities are delivered through Copilot agents, such as Service Agent. These agents extend Copilot with customer service–specific functionality that helps representatives summarize cases, retrieve knowledge, and perform actions.
This article describes how to enable and manage Copilot capabilities through the Copilot Service admin center.
Prerequisites
- You must have the System Administrator role.
- Specific licensing requirements apply when you use the feature with product environments. Learn more in Dynamics 365 Licensing Guide.
Region availability and data movement
The option to enable Copilot AI features is available "in region"1 by default to customers with environments that have United States, Australia, India, United Kingdom, and government cloud regions (GCC, GCC High) as their geography for data processing and storage. For Europe, data movement for Copilot features is enabled by default. For all other regions, enable data movement across regions in the Power Platform admin center app before you can opt in to use Copilot.
1 In region means within the geographical region of your Power Platform or Dynamics 365 environment.
The respond to questions, compose an email, and summarize cases and conversations features are generally available in the North America region only. These features are in preview in the rest of the supported regions. Learn more in Region availability.
Understand cross region data movement for Copilot features
Copilot feature performance is based on the regional availability of the Azure OpenAI services. The following table describes the scenarios in which you must enable data movement across regions in the Power Platform admin center app before you can opt in to use Copilot.
| Scenario | Requires enabling data movement |
|---|---|
| Azure OpenAI capacity is available in the same region as your tenant. | No |
| Azure OpenAI capacity is available outside of your tenant. | Yes |
| Azure OpenAI capacity is available in your tenant region, but has fallback to external regions. | Optional. However, if you don't enable data movement, you might have performance issues, such as throttling or unavailability due to capacity constraints. |
Note
Data movement across regions is enabled by default in Power Platform admin center.
Supported languages
Learn about supported languages for Copilot in Language support for AI-based analytics and insights in Customer Service.
Data sharing for Copilot features
You can turn on data sharing for Dynamics 365 Copilot features in the Power Platform admin center app. Data sharing allows Microsoft to capture and manually review customer data, including, but not limited to, users' natural language inputs, outputs, and related telemetry to build, improve, and/or validate Microsoft's features, services, machine learning models, and related systems for Dynamics 365 and Power Platform Copilot AI features. We don't use customer data to train Azure OpenAI Service foundation models.
Learn more in Tenant settings and FAQ for optional data sharing for Copilot AI features in Dynamics 365 and Power Platform.
Opt in to continue with Copilot setup
In Copilot Service admin center, on the Copilot settings or Summaries page, the application displays the following message and links:
An error message to allow data movement across regions if you're in a region where Copilot features aren't available by default or if you want to opt out of using Copilot.
A link to the Power Platform admin center app to allow data movement across regions.
The data movement status.
A link to review the terms and conditions. You can select Opt in to continue with the setup.
Opt out of Copilot features
In Copilot Service admin center, opt out of Copilot features on the Copilot settings or Summaries page. Navigate to these pages using one of the following navigation options:
- Support experience > Productivity > Copilot settings
- Operations > Insights > Summaries
When you opt out, the application erases the training data. If you want to use the features again, you must consent to the terms of use and opt in.
Make Copilot available to representatives
In order for representatives to be able to use the Copilot features in Copilot Service workspace, you need to enable the Copilot features in Add users to experience profiles. By default, representatives added to the out-of-the-box experience profiles can use the Copilot features.
If you want to limit the features that representatives can use, you can create a custom experience profile and enable the required features. You can then assign the custom profile to the representatives.
For Customer Service Hub, when you enable the feature, it's available to all the representatives.
Configure Copilot features for representatives
To configure Copilot features for representatives, perform the following steps:
- In Copilot Service admin center, in Support experience, select Productivity.
- For Copilot settings, select Manage.
- Select the checkbox to turn on the Copilot experiences you want representatives to use:
- Copilot immersive
- Copilot side pane
Configure Customer Support agent settings
To manage how Copilot behaves for your representatives, configure the Customer Support agent.
Perform the following steps.
- In Copilot Service admin center, in the Agents within Copilot section, select Settings next to Customer Support. The Customer Support page appears.
- Configure the required Copilot features for representatives across the available tabs:
- Overview
- Immersive settings
- Email settings
- Prompts
- Extend agent
Learn more about Customer Support agent and how to configure the settings on each of the tabs in Enable features in Copilot.
Configure Admin Management agent settings
The Admin Management (preview) agent is an optional Copilot agent that provides administrators with a centralized way to manage administrative prompts, control user access, and connect tools and knowledge through Copilot Studio.
To configure Admin Management agent, perform the following steps.
- In Copilot Service admin center, in the Agents within Copilot section, select Settings next to Admin Management. The Admin Management page appears.
- Configure the required Copilot features for administrators across the available tabs:
- Overview
- Prompts
- User access
To manage tools and knowledge associated with this agent, use the links to Copilot Studio provided on the Overview tab. Learn more in Enable features in Copilot.
Let representatives use Copilot to translate responses
On the Copilot settings page, navigate to Translation using Copilot and select Let representatives translate responses using Copilot. Representatives can then select from languages configured in Dynamics 365.
Record representative interactions with Copilot
On the Copilot settings page, in the Support experience data section, you can select Record transcripts of representative interactions with Copilot to understand usage patterns and improve Copilot performance.
You can also download and use the data to analyze knowledge sources, and build usage reports.
Assign roles and privileges
Out of the box, users with the Customer Service Representative role only can use the Copilot features. Therefore, make sure that users with custom roles have the following privileges:
| Table | Name | Create | Read | Write | Append | Append To |
|---|---|---|---|---|---|---|
| Copilot event | msdyn_copilotevent | Yes | Yes | Yes | Not applicable | Not applicable |
| Copilot interaction | msdyn_copilotinteraction | Yes | Yes | Not applicable | Yes | Not applicable |
| Copilot interaction data | msdyn_copilotinteractiondata | Yes | Yes | Yes | Not applicable | Yes |
| Agent Preference For Copilot | msdyn_copilotagentpreference | Yes | Yes | Yes | Not applicable | Not applicable |
| AI Model | msdyn_aimodel | Not applicable | Yes | Not applicable | Not applicable | Not applicable |
| AI Template | msdyn_aitemplate | Not applicable | Yes | Not applicable | Not applicable | Not applicable |
| ConversationInsight | msdyn_conversationinsight | Not applicable | Yes | Not applicable | Not applicable | Not applicable |
| Copilot Transcript Data | msdyn_copilottranscriptdata | Yes | Yes | Yes | Yes | Not applicable |
| App profile | msdyn_appconfiguration | Not applicable | Yes | Not applicable | Not applicable | Not applicable |
| Pane tool configuration | msdyn_panetoolconfiguration | Not applicable | Yes | Not applicable | Not applicable | Not applicable |
| Productivity pane configuration | msdyn_paneconfiguration | Not applicable | Yes | Not applicable | Not applicable | Not applicable |
| Pane tab configuration | msdyn_panetabconfiguration | Not applicable | Yes | Not applicable | Not applicable | Not applicable |
| Organization Setting | organizationsetting | Not applicable | Yes | Not applicable | Not applicable | Not applicable |
Note
- Make sure that your users have Miscellaneous privileges > prvIntelligenceUsage assigned to the required custom security roles to access the Copilot case summary. Learn more in Security roles and privileges.
- For custom CSR roles, make sure the role has the following permissions and corresponding access levels:
- Read and Write have access level set to Basic.
<RolePrivilege name="prvReadmsdyn_copilotevent" level="Basic" /><RolePrivilege name="prvWritemsdyn_copilotevent" level="Basic" />
- Create has access level set to Global:
<RolePrivilege name="prvCreatemsdyn_copilotevent" level="Global" />
- Read and Write have access level set to Basic.
- For custom CSR Manager roles, make sure that all the permissions have access level set to Global:
<RolePrivilege name="prvReadmsdyn_copilotevent" level="Global" /><RolePrivilege name="prvCreatemsdyn_copilotevent" level="Global" /><RolePrivilege name="prvWritemsdyn_copilotevent" level="Global" />
Next steps
Enable Copilot case and conversation summaries
Enable features in Copilot pane
Configure Copilot features for custom case forms and custom apps
Related information
Draft a chat response
Responsible AI FAQ for Copilot in Customer Service
FAQ for Copilot in Customer Service