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Important
This content is archived and is not being updated. For the latest documentation, go to Welcome to Service in Microsoft 365 Copilot. For the latest release plans, go to Release plans for Dynamics 365, Power Platform, and Copilot.
| 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. By offering relevant prompt suggestions based on the case or conversation context, it enables faster and more accurate responses. By reducing the time spent on manual input, the feature helps improve user efficiency and customer satisfaction. This improvement leads to a higher engagement rate and more effective case management in supported CRM systems.
Feature details
When you use Copilot in your CRM solution, it generates prompts based on the context of the active case or conversation. Copilot creates prompts for only the first question, not for follow-up questions.
- For a case: Copilot looks at the title, description, notes, and linked emails within the case in the CRM solution.
- For a conversation: Copilot uses the intent from the first three messages to create a prompt. It refreshes the prompts for every third message. Users can select a prompt to generate a response.
Turn on this feature in the admin center so customer service representatives receive prompts that help them improve their use of Copilot for Service.
Geographic areas
Visit the Explore Feature Geography report for Microsoft Azure areas where this feature is planned or available.
Language availability
Visit the Explore Feature Language report for information on this feature's availability.