What's new and planned for Microsoft Copilot for Service
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.
This topic lists features that are planned to release from October 2023 through March 2024. Because this topic lists features that may not have released yet, delivery timelines may change and projected functionality may not be released. For more information, go to Microsoft policy.
For a list of the next wave's release plans, go to 2024 release wave 1 plan.
In the General availability column, the feature will be delivered within the month listed. The delivery date can be any day within that month. Released features show the full date, including the date of release.
This check mark (
) shows which features have been released for public preview or early access and for public preview, early access, and general availability.
Administrator experience
An intuitive administrator experience makes it easy for admins to create, deploy, and configure agent-facing copilots in CRM systems and apps such as Outlook and Teams.
| Feature | Enabled for | Public preview | General availability |
|---|---|---|---|
| Create and embed agent-facing copilots for CRM systems | Users by admins, makers, or analysts |
Dec 1, 2023 |
Feb 1, 2024 |
| Deploy Copilot for Service app to Outlook and Teams | Users by admins, makers, or analysts |
Feb 28, 2024 |
Apr 2024 |
| Configure copilot features and customize settings | Users by admins, makers, or analysts |
Feb 28, 2024 |
Apr 2024 |
| Deploy agent-facing copilots in agent consoles, Teams, and custom websites | Users by admins, makers, or analysts |
Dec 1, 2023 |
Feb 1, 2024 |
Agent experiences in Microsoft Teams
Give your agents access to generative AI in their existing flow of work and across the tools they already use every day, such as Teams.
| Feature | Enabled for | Public preview | General availability |
|---|---|---|---|
| Browse and update CRM records during Teams meetings | Users by admins, makers, or analysts |
Feb 26, 2024 |
Apr 2024 |
Agent experiences in Outlook
Give your agents access to generative AI in their existing flow of work and across the tools they already use every day, such as Outlook.
| Feature | Enabled for | Public preview | General availability |
|---|---|---|---|
| Draft emails and replies using generative AI | Users by admins, makers, or analysts |
Feb 26, 2024 |
Apr 2024 |
| Generate summaries of emails, save to your CRM | Users by admins, makers, or analysts |
Feb 26, 2024 |
Apr 2024 |
| Provide case summary to agents in Outlook | Users by admins, makers, or analysts |
Feb 26, 2024 |
Apr 2024 |
| Prepare for customer meetings | Users by admins, makers, or analysts |
Feb 26, 2024 |
Apr 2024 |
| Provide recommended CRM updates to agents in Outlook | Users by admins, makers, or analysts |
Feb 28, 2024 |
Apr 2024 |
Agent-facing copilots in CRM systems
Help your agents resolve customer issues faster by using copilots that can reason over the CRM data, directly from the agent's console.
| Feature | Enabled for | Public preview | General availability |
|---|---|---|---|
| Use custom plugins in agent-facing copilots | Users by admins, makers, or analysts |
Dec 1, 2023 |
Feb 1, 2024 |
| Use Microsoft Copilot directly in your existing CRM systems | Users by admins, makers, or analysts |
Dec 1, 2023 |
Feb 1, 2024 |
- You are able to opt into some features as part of early access on July 31, 2023, including all mandatory changes that affect users. To learn more, go to Early access FAQ.
Description of Enabled for column values:
Users, automatically: These features include changes to the user experience and are enabled automatically.
Admins, makers, marketers, or analysts, automatically: These features are meant to be used by administrators, makers, marketers, or business analysts and are enabled automatically.
Users by admins, makers, or analysts: These features must be enabled or configured by the administrators, makers, or business analysts to be available for their users.
For a list of the countries or regions where Dynamics 365 business applications are available, go to the International availability guide. For more information about geographic areas and datacenters (regions), go to the Dynamics 365 and Microsoft Power Platform availability page.