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Provide recommended CRM updates to agents in Outlook

  • Article

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

Enabled for Public preview General availability
Users by admins, makers, or analysts Feb 28, 2024 Apr 2024

Business value

As agents work through multiple emails and customers, it's important to make sure that all their CRM records are up to date. With Copilot for Service, agents can get recommended CRM updates to help them keep everything updated in a timely fashion.

Feature details

With Copilot for Service, agents can see the following recommendations based on their email conversations:

  • Add a contact to the CRM system.
  • Save email to the CRM system.
  • Save meetings to the CRM system.
  • Save summaries to the CRM system.

Save a meeting card while sending a meeting invite

Add a contact suggestion card provided by Copilot

Geographic areas

This feature will be released into the following Microsoft Azure geographic area:

  • United States