What's new and planned for Microsoft Copilot for Service
This topic lists features that are planned to release from April 2024 through September 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 2 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 |
|---|---|---|---|
| Deploy Copilot for Service app to Outlook and Teams | Users by admins, makers, or analysts |
Feb 28, 2024 |
Apr 26, 2024 |
| Configure copilot features and customize settings | Users by admins, makers, or analysts |
Feb 28, 2024 |
Apr 26, 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 |
|---|---|---|---|
| Query over CRM data in Microsoft Copilot | Users by admins, makers, or analysts | - |
Jul 1, 2024 |
| Provide meeting summary and follow-ups to create CRM tasks | Users by admins, makers, or analysts | Aug 2024 | Oct 2024 |
| View a case summary in the side pane during a Teams meeting | Users, automatically | - |
Jun 30, 2024 |
| Browse and update CRM records during Teams meetings | Users by admins, makers, or analysts |
Feb 26, 2024 |
Apr 26, 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 26, 2024 |
| Generate summaries of emails, save to your CRM | Users by admins, makers, or analysts |
Feb 26, 2024 |
Apr 26, 2024 |
| Provide case summary to agents in Outlook | Users by admins, makers, or analysts |
Feb 26, 2024 |
Apr 26, 2024 |
| Prepare for customer meetings | Users by admins, makers, or analysts |
Feb 26, 2024 |
Apr 26, 2024 |
| Provide recommended CRM updates to agents in Outlook | Users by admins, makers, or analysts |
Feb 28, 2024 |
Apr 30, 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 Copilot to stream responses in real time in 3rd-party CRMs | Users by admins, makers, or analysts | - |
Jul 1, 2024 |
| Resolve cases using Copilot content awareness in multiturn chats | Users by admins, makers, or analysts | - |
Jul 1, 2024 |
| Let agents use Copilot when drafting emails to customers | Users by admins, makers, or analysts | - |
Jul 1, 2024 |
| Use Copilot to quickly summarize cases for agents | Users by admins, makers, or analysts | - |
Jul 1, 2024 |
| Use Copilot to quickly summarize agent conversations | Users by admins, makers, or analysts | - | Aug 2024 |
You are able to opt into some features as part of early access on February 5, 2024, 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.