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[This article is prerelease documentation and is subject to change.]
Service Agent extends Microsoft 365 Copilot with customer service-specific capabilities. It enables Copilot to retrieve and reason over customer service data—such as cases, customer records, and recent interactions—when customer service representatives (representatives) ask questions or request assistance.
After you enable Service Agent, service representatives can use Copilot to get responses based on relevant service information—such as cases or customer records—without manually searching for the data.
Representatives can also access Service Agent directly in the Copilot Service workspace app while working on customer interactions to retrieve relevant service information in-context.
Important
- This is a production-ready preview feature.
- Production-ready previews are subject to supplemental terms of use.
Service Agent language availability
Service Agent is supported in English and delivers the best experience in that language. Other languages might appear in the interface as the system continues to evolve.
Enable Service Agent
Enabling Service Agent requires actions from both a Microsoft 365 administrator and a Dynamics 365 administrator.
To enable Service Agent in Dynamics 365 Customer Service, a Microsoft 365 administrator must install the Service app in Microsoft 365 Copilot. The Service app integrates with Customer Service and uses AI to help representatives work more efficiently. Once installed, Service Agent becomes available to representatives through Copilot and the Copilot Service workspace app.
Install Service app
Installing the Service app makes Service Agent capabilities available within Copilot and connects it to your Customer Service environment.
Prerequisites
Before you install the Service app, make sure the following requirements are met:
- You must be a Microsoft 365 administrator to install the Service app from the Microsoft 365 admin center. Learn more in How do I find my Microsoft 365 admin?.
- Admins must assign the Microsoft 365 Copilot license to each user who can use the app. Specific licensing requirements apply when you use Service. Learn more in the Dynamics 365 Licensing Guide.
To install the Service app, do the following steps:
- Go to Microsoft Marketplace.
Note
If the Service app doesn't appear, go to Microsoft Marketplace, search for "Service", and then select the Service app from the search results.
- Select Get it now.
- Complete the installation wizard.
Add Microsoft 365 Copilot to your Customer Service environment
After the Service app is enabled, the Dynamics 365 organization administrator must add Copilot to the Customer Service environment. Do the steps in Add Microsoft 365 Copilot for app users in model-driven apps (preview).
After setup is complete, representatives can ask Microsoft 365 Copilot questions about cases, customers, and interactions, and receive contextual responses powered by Service Agent.
Known limitations
The following limitations apply in the current preview:
- The app-switcher experience isn't available in Copilot Service workspace.
- The upper-right pane displays two Copilot icons when Service Agent is enabled in both Customer Service and Microsoft 365 Copilot.