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Configure Service Agent experiences

Administrators can customize the Service Agent experience to match their organization's support processes, representative roles, and business requirements. Service Agent supports configuration at the organization, application profile, and individual user levels, so you can define a common baseline experience and then refine it for specific support teams, such as frontline and escalation teams.

You configure these experiences in maker mode, where you can tailor layouts, forms, timelines, tool availability, and default behaviors.

Prerequisites

  • You have a security role that allows Service Agent administration, such as System Administrator or System Customizer.
  • Your role includes the prvmsdyn_ServiceAgentMakerCustomize Dataverse privilege for the msdyn_agentmetadataoverride elastic table.

Access Service Agent

Service Agent is available wherever Microsoft 365 Copilot is available, including the Copilot Service workspace app, where it appears in the side pane.

You can configure Service Agent in two places, and your changes apply to the same agent:

  • Directly in the Service Agent pane.
  • In the Copilot Service admin center app.

Enter maker mode

Maker mode is the entry point for all configuration tasks. While you're in maker mode, regular requests, such as listing cases, are paused until you exit.

  1. Open Service Agent.
  2. Ask to enter maker mode.
  3. Select the scope that you want to configure:
    • Organization: Applies the changes across the organization.
    • Application profile: Applies the changes to a specific application profile.
    • User: Applies the changes for an individual user.

To review or undo your changes, ask Service Agent to show all current configurations or to reset the configuration to default. When you finish, ask to exit maker mode to resume normal requests.

Configure layouts and the user interface

Customize case grids

You can modify the list views that appear in Service Agent. You can:

  • Add columns.
  • Remove columns.
  • Reorder columns.
  • Control the default sort order.

For example, you can show the Created On and Customer columns in the case grid, hide Origin, and move Priority beside Status.

Customize forms

You can adjust the forms that appear within Service Agent. You can:

  • Show or hide fields.
  • Reorder sections.
  • Make fields required.
  • Make fields read-only.

For example, you can make Priority required, hide internal escalation fields from frontline representatives, and move Resolution details above the timeline.

Configure timelines

You can define which activities appear in the timeline experience. You can:

  • Show or hide activity types.
  • Control the order of activities.
  • Configure the display density.

For example, you can show only Emails and Notes, hide Phone calls, and display the newest activities first.

Configure behavior and defaults

Default forms

Control which form opens by default for a record type, such as a case resolution form, a frontline case form, or an escalation case form.

Picklists

Limit which option values representatives can choose. For example, you can hide deprecated categories, restrict Case Type selections, and limit resolution codes.

Lookups

Control which records users can search for or select. For example, you can restrict account and product lookups, and limit entitlement selections.

Configure tool visibility

Service Agent includes built-in tools and customer defined tools (ie: 3P MCP Tools ). You can:

  • Show tools.
  • Hide tools.
  • Configure default tool availability.
  • Override tool settings by profile.

For example, you can hide advanced tools from frontline representatives, enable email drafting only for supervisors, and disable specific MCP tools.

Configure tool by namespace

What is a namespace

A namespace in MCP is a logical grouping that filters the tools visible to a user. For example, a namespace such as "service" can expose only service-related tools, and hide sales or field-service tools. In MCP-based systems, the namespace acts as the user’s starting tool set, helping keep users focused on their domain while still allowing administrators to selectively add tools from other namespaces when needed.

How to modify the tools available in a namespace

By default, each namespace exposes a predefined set of tools. When an administrator enters Maker mode, they can view all available tools, including tools that aren't part of the current namespace, and configure namespace-specific overrides.

To make a tool available in a different namespace:

  1. Open Service Agent.
  2. Ask to enter maker mode.
  3. Select the scope that you want to configure:
    • Organization: Applies the changes across the organization.
    • Application profile: Applies the changes to a specific application profile.
    • User: Applies the changes for an individual user.
  4. Ask Service Agent to add the desired tool to a namespace. For example:
    • "Add ServiceMcp_get_case to the Sales namespace."
    • "Add SalesMcp_leads to the Customer Support application profile."
  5. Verify that the tool appears in the target namespace and is available to users within the selected scope.

Configure profile-based experiences

You can create layered experiences for different roles. For example:

  • Organization baseline: A standard case layout and timeline.
  • Frontline profile: A simplified form and a limited tool set.
  • Escalation profile: A full form and advanced diagnostics tools.
  • Supervisor profile: Administrative and reporting tools.

Common customizations

Requirement Where to configure it
Show Created On and hide Origin Case grid
Show only Emails and Notes Timeline
Make Priority required Form
Hide advanced tools from frontline representatives Tool visibility
Use different layouts for frontline and escalation teams Profile overrides
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