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Important
This content is archived and is not being updated. For the latest documentation, go to Welcome to Microsoft 365 Copilot for Service. 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 | 
Mar 28, 2025 |
- |
Business value
This feature streamlines how customer service representatives interact with Copilot. It enables faster and more accurate responses by offering relevant prompt suggestions based on case or conversation context. Reducing the time spent on manual input helps improve user efficiency and customer satisfaction, which ultimately leads to a higher engagement rate and more effective case management in supported CRM systems.
Feature details
When you use Copilot within your CRM solution, Copilot can generate prompts based on the context of the active case or conversation. Copilot creates prompts for the first question only and not for follow-up questions.
- For a case: Copilot considers the title, description, notes, and linked emails within the case in the CRM solution.
- For a conversation: Copilot uses the intent in the first three messages to create a prompt, then refreshes the prompts for every third message. Users can select a prompt to generate a response.
Enable this feature from the admin center so that customer service representatives can receive prompts to help them improve their use of Copilot for Service.