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Agent-facing copilots in CRM systems

Important

This content is archived and is not being updated. For the latest documentation, go to Microsoft Copilot for Service overview. 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

Without costly development time or rip and replace efforts, organizations can simply point to their data—such as public websites, SharePoint, knowledge base articles, and offline files—and in a few minutes create a copilot that unlocks generative AI-powered conversations across all of their data using out-of-the-box integrations for Salesforce, ServiceNow, Genesys, and Zendesk.

The copilot embedded in a CRM agent desktop accelerates agent onboarding and case resolution, improves efficiency, and automates tasks to help free agents to focus on customers.