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| Enabled for | Public preview | General availability |
|---|---|---|
| Users by admins, makers, or analysts | - | 
Oct 31, 2025 |
Business value
This feature helps Unified Service Desk users migrate to Copilot Service workspace by allowing them to create tools that are customized to meet their exact business needs. This enhancement provides significant value by eliminating barriers to Copilot Service workspace adoption, reducing migration friction, preserving customized business processes, and allowing customer service representatives to work efficiently within a single interface.
Feature details
Custom productivity tools in Copilot Service workspace empower service representatives by embedding tailored, interactive components directly into their workflow. These tools—built as either low-code custom pages or pro-code Power Apps Component Framework (PCF) controls—are surfaced through the productivity panel, allowing representatives to access them contextually during sessions.
For example, a representative might toggle between Copilot and a custom-built credit score checker while handling a case, streamlining access to critical resources without leaving the workspace. Although these tools are not inherently session-aware, developers can implement session context handling using Microsoft’s Application Profile Manager (APM) APIs, enabling the tools to dynamically retrieve relevant case or conversation data. This integration significantly enhances agent efficiency by reducing task-switching, automating repetitive actions, and identifying relevant insights—ultimately leading to faster resolution times and improved customer satisfaction.
Admins with the Productivity tools administrator security role can quickly create or update custom productivity tools in Copilot Service admin center.
Geographic areas
Visit the Explore Feature Geography report for Microsoft Azure areas where this feature is planned or available.
Language availability
Visit the Explore Feature Language report for information on this feature's availability.