Plan and prepare for Microsoft Copilot for Service in 2024 release wave 1

Article
06/27/2024

Important

The 2024 release wave 1 plan covers all new functionalities planned to be delivered to market from April 2024 to September 2024. In this article, you'll find the product overview and what's new and planned for Microsoft Copilot for Service.

Overview

Microsoft Copilot for Service helps organizations quickly realize the benefits of generative AI by extending their existing investments in CRM and contact center solutions to enhance customer experiences and boost agent productivity. It unlocks an organization’s trusted knowledge to accelerate onboarding and case resolution, improve efficiency, and automate tasks for agents in their flow of work—spanning agent desktops of choice such as Salesforce and the other tools agents already use everyday like Outlook and Teams with the inclusion of Copilot for Microsoft 365.

Learn more about Microsoft Copilot for Service:

Investment areas

Administrator experience
Administrator experiences help configure Copilot for Service to create agent-facing copilots powered by generative AI. Additionally, admins can configure and customize copilots they deploy in Outlook and Teams.

Agent experiences in Microsoft Teams
Copilot for Service will be introduced across Microsoft apps and products, such as Teams, providing service-specific AI capabilities to help improve your agents' productivity.

Agents working in Teams can use Copilot for Service to browse and update CRM records during a meeting, as well as recap meetings, suggest follow-up action items, and create tasks that can all be saved to CRM systems directly from Microsoft Teams.

Agent experiences in Outlook
Copilot for Service will be introduced across Microsoft apps and products, such as Outlook, providing service-specific AI capabilities to help improve your agents' productivity.

Agents working in Outlook can use Copilot for Service to summarize and draft emails, access case summaries, browse and update CRM records, and schedule meetings informed by case summaries and other relevant information from CRM records.

Agent-facing copilots in CRM systems
Without costly development time or rip-and-replace efforts, organizations can simply point to their data—such as public websites, SharePoint, knowledge base articles, and offline files—and in a few minutes create a copilot that unlocks generative AI-powered conversations across all of their data using out-of-the-box integrations for Salesforce, ServiceNow, Genesys, and Zendesk.

The copilot embedded in a CRM agent desktop accelerates agent onboarding and case resolution, improves efficiency, and automates tasks to help free agents to focus on customers.

To learn more about the entire set of capabilities being delivered during this release wave, check out the release plan for Microsoft Copilot for Service below:

Check out the release plan

For application administrators

User-impacting features to the user experience enabled automatically
User-impacting features should be reviewed by application administrators. This facilitates release change management and enables successful onboarding of new capabilities released to market. For the complete list, look for all features tagged "Users, automatically" in the release plan.

Features that must be enabled by application administrators
This release wave contains features that must be enabled or configured by administrators, makers, or business analysts to be available for their users. For the complete list, look for all features tagged "Users by admins, makers, or analysts" in the release plan.

Get the most out of Microsoft Copilot for Service

Helpful links	Description
Release plan	View all capabilities included in the release.
Licensing	Improve your understanding of how to license Microsoft Copilot for Service.
Product documentation	Find documentation for Microsoft Copilot for Service.
User community	Engage with Microsoft Copilot for Service experts and peers in the community.
Upcoming events	Find and register for in-person and online events.
Product trials	Get started with Microsoft Copilot for Service.

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