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Important
This content is archived and is not being updated. For the latest documentation, go to Welcome to Dynamics 365 Customer Service. For the latest release plans, go to Dynamics 365, Power Platform, and Cloud for Industry release plans.
| Enabled for | Public preview | Early access | General availability |
|---|---|---|---|
| Users, automatically | - | - | 
Jan 12, 2024 |
Business value
Enabling Copilot by default will enable agents to benefit from faster ramp-ups, transfers, and wrap-ups with cases and conversations, resulting in accelerated resolution times.
Feature details
The Copilot case and conversation summary capabilities will be enabled by default for organizations that meet the following criteria:
- Azure OpenAI is available in the region in which Dynamics 365 is available.
- The out-of-the-box case forms are in use on any app module.
- The Customer Service Workspace app is in use with digital messaging and/or voice for conversation summary.