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This article gives you an overview of how data is handled in Service in Microsoft 365 Copilot.
Service in Microsoft 365 Copilot is built on the Microsoft Power Platform. Service data is stored in Dataverse in addition to the connected Customer Relationship Management(CRM) systems.
Data retention
Since Service in Microsoft 365 Copilot data is stored in Dataverse, data retention policies differ from other Microsoft 365 applications and non-Dynamics 365 CRM solutions. For example, when your Microsoft 365 subscription ends, your data is retained for 90 days before it's automatically deleted (in accordance to Microsoft 365 data retention policies). However, if you use Service in Microsoft 365 Copilot, that data isn't automatically deleted after 90 days when your subscription ends.
Service in Microsoft 365 Copilot, Dataverse, and your CRM
When Service in Microsoft 365 Copilot is connected to Dynamics 365, its data is stored in the corresponding Dataverse instance.
When Service in Microsoft 365 Copilot is connected to a non-Dynamics 365 CRM, a default Dataverse instance specific to Service is provided to your tenant. Service in Microsoft 365 Copilot data is stored in the Dataverse instance in addition to your CRM.
You can find the name and details of your default Dataverse instance named msdyn_viva in the Power Platform admin center.
Note
- The msdyn_viva environment is of type Trial. Do not convert the environment to Production.
- Do not remove or edit the msdyn_viva environment because it is holds important data for Service in Microsoft 365 Copilot. If the environment is removed or edited, Service might stop working.
Delete Service in Microsoft 365 Copilot data
If you need to delete Service in Microsoft 365 Copilot data (for example, delete data for a specific user), you can choose to manually delete it.
Personal data requests for Service in Microsoft 365 Copilot
Personal data requests in Service in Microsoft 365 Copilot and Microsoft Copilot Studio are handled in the same way. Learn more in Personal data requests for Copilot Studio.