Resolve cases using Copilot content awareness in multiturn chats
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.
| Enabled for | Public preview | General availability |
|---|---|---|
| Users by admins, makers, or analysts | - | 
Jul 1, 2024 |
Business value
When embedded in third-party CRMs, Copilot for Service uses context awareness to help agents accelerate their support for customers and improve their overall productivity.
Feature details
When agents work on a case, they sometimes encounter difficult questions they can’t answer on their own. Instead of making a customer wait while they ask a colleague or do research, agents can ask Copilot a question.
Previously, Copilot directly answered the questions without having the context of the case. Now, Copilot understands the context of customer records and identifies the agent’s intent better, so it can provide more helpful answers to assist agents in resolving customer issues.
This feature is available when Copilot is embedded in Salesforce or ServiceNow CRMs. Admins must enable this feature for their agents.
Geographic areas
This feature will be released into the following Microsoft Azure geographic areas:
- Germany
- Norway
- Singapore
- South Africa
- Switzerland
- United Arab Emirates
- United States
- Europe
- Asia Pacific
- United Kingdom
- Australia
- Brazil
- Canada
- India
- Japan
- France
- Korea