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Important
This content is archived and is not being updated. For the latest documentation, go to Overview of Dynamics 365 Customer Service. For the latest release plans, go to Dynamics 365, Power Platform, and Cloud for Industry release plans.
Important
Some of the functionality described in this release plan has not been released. Delivery timelines may change and projected functionality may not be released (see Microsoft policy). Learn more: What's new and planned
Copilot provides agents with AI-powered assistance to help them find resources that'll help resolve issues faster, handle cases more efficiently, and automate time-consuming tasks so that agents can focus on delivering high-quality service to their customers. Copilot drafts contextual answers to queries in chat and email, and provides an interactive chat experience over knowledge bases and case history. Once enabled, this AI-powered expertise is always available to answer questions.