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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
With the Copilot for Service conversation summary feature, customer service representatives can quickly catch up on conversations by viewing summaries of conversations with customers. This feature can help them accelerate their time to resolution for customers in the context of their contact centers.
Feature details
Copilot for Service can understand the context of conversations in third-party CRM systems, such as Salesforce or ServiceNow. It summarizes the conversations between service representatives and their customers. The option to review summaries can help service representatives more quickly catch up on conversations and create notes based on the summaries. This feature helps accelerate the time to resolution for customers in the context of their CRM system.
This feature can be used only when the conversation in the host CRM system is closed. Service representatives can access the summaries using a menu option in the Copilot pane that's embedded in the third-party CRM system.
Admins must enable this feature for their service representatives.