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General
What is Service Agent?
Service Agent is an AI-powered assistant in Dynamics 365 Customer Service that helps customer service representatives resolve cases faster. You can use natural language to ask questions, summarize cases, draft communications, and complete supported tasks without leaving Copilot Service workspace.
How is Service Agent different from Copilot in Customer Service?
Service Agent is the next generation of AI assistance in Dynamics 365 Customer Service. It brings together capabilities previously available through Copilot in Customer Service and extends them with additional tools, richer contextual awareness, and a conversational experience powered by Microsoft 365 Copilot.
Do I need to enable Service Agent, or is it on automatically?
Your administrator must configure Service Agent before you can use it. After it's configured, Service Agent is selected by default when you open Copilot Service workspace. If Service Agent isn't available, contact your administrator.
Is Service Agent available in all languages?
Service Agent supports the following languages:
- Arabic
- Chinese (Simplified)
- Czech
- Danish
- Dutch
- English (United States)
- Finnish
- French
- German
- Greek
- Hebrew
- Italian
- Japanese
- Korean
- Norwegian (Bokmål)
- Polish
- Portuguese (Brazil)
- Russian
- Spanish
- Swedish
- Thai
- Turkish
Using Service Agent
How do I start a conversation with Service Agent?
When you open Copilot Service workspace, Service Agent is selected automatically in the Copilot pane. Type your question or request in the message box and press Enter. You can also select one of the starter prompts available when you first open Service Agent.
Learn more in Use starter prompts in Service Agent
Can I reference a specific case or record in my prompt?
Yes. Type "/" in the message box to search for and reference supported records, such as cases, contacts, and other Dataverse records directly in your prompt. Service Agent uses the referenced record as context when generating its response.
Learn more in Reference records and context in Service Agent
Why do my starter prompts already include case details?
When you're working on a case, Service Agent automatically includes relevant case information, such as the case number and title, in starter prompts so you don't have to enter it manually.
Can I save prompts I use frequently?
Yes. You can save prompts to the prompt gallery for future use and share them with others in your organization.
Learn more in Use the prompt gallery in Service Agent.
Can I upload files to Service Agent?
Yes. You can upload files such as log files or Microsoft 365 documents, and ask Service Agent questions about them. Service Agent can also generate Word, Excel, and PowerPoint files, create images, and generate charts.
What happens to my conversation when I navigate away from a case?
When you return to a case, Service Agent automatically restores your most recent conversation for that case so you can continue where you left off.
Learn more in Return to a previous Service Agent conversation.
Availability and access
Can I use Service Agent in Outlook?
Yes. Service Agent can read open email threads in Outlook to provide contextually relevant assistance when you're working outside Copilot Service workspace.
Learn more in Use Service Agent with Outlook.
Can my administrator control which tools are available?
Yes. Administrators can enable or disable individual Service Agent tools, and your assigned security roles and privileges can affect which capabilities are available to you.