Enable Copilot experiences and access

  • 10 minutes

Before representatives use Copilot in Dynamics 365 Customer Service, an administrator enables the service at the environment level, completes any regional requirements, and selects how Copilot appears in Copilot Service workspace. Access also depends on experience profiles and security privileges.

Treat enablement as a layered decision. Turning on Copilot for an environment doesn't automatically give every representative every Copilot experience.

Verify environment prerequisites

Confirm the following prerequisites before you configure the representative experience:

  • The environment meets the applicable Dynamics 365 licensing requirements.
  • You have the System Administrator security role.
  • The organization has reviewed regional availability, language support, data residency, and responsible AI requirements.
  • Copilot features are enabled for Dynamics 365 Customer Service in Power Platform admin center.

To enable the environment setting in Power Platform admin center:

  1. In the site map, select Copilot.
  2. Under Dynamics 365 Customer Service, select Settings > Copilot.
  3. Search for the environment, select it, and then select Edit setting.
  4. Select Enable AI-powered Copilot features, and save the change.

Copilot performance depends on Azure OpenAI capacity in the environment's region. If capacity isn't available in the tenant region, the organization might need to allow data movement across regions. Review this choice with the teams responsible for privacy, compliance, and data residency before you change the setting.

Note

Feature, language, and region availability can differ. Confirm the current requirements for the environment before deployment.

Complete Copilot setup

When you first open Copilot settings or Summaries in Copilot Service admin center, the page shows any setup actions that apply to the environment. Depending on the region and existing tenant settings, these actions can include:

  • Reviewing the status of data movement across regions.
  • Opening Power Platform admin center to change the data movement setting.
  • Reviewing the terms and conditions.
  • Selecting Opt in to continue with Copilot setup.

If the organization later opts out from either settings page, the application removes the training data associated with the feature. Re-enabling Copilot requires the organization to accept the terms and opt in again.

Select Copilot experiences

Copilot Service workspace supports two representative-facing experiences:

  • Copilot immersive provides a full-page experience for working with Copilot.
  • Copilot side pane keeps Copilot available beside the active customer service record or session.

Enable the experiences that support the organization's service processes:

  1. In Copilot Service admin center, go to Support experience > Productivity.
  2. For Copilot settings, select Manage.
  3. Select Copilot immersive, Copilot side pane, or both.
  4. Save the changes.

This setting controls where representatives encounter Copilot. The Customer Support agent settings control what representative-facing Copilot does, including its knowledge, prompts, email behavior, and extensions. A later unit covers those settings.

Note

Copilot features in Customer Service Hub and custom apps require additional configuration. A later unit covers how Copilot features appear on custom forms and in custom model-driven apps.

Provide access through experience profiles

Experience profiles create targeted Copilot Service workspace experiences for different groups of representatives. Representatives assigned to the out-of-the-box profiles can use Copilot features by default. To restrict Copilot or provide different experiences to specific teams, create a custom experience profile, enable the required Copilot features in that profile, and assign the profile to the appropriate representatives.

For example, an organization might enable the side pane for a frontline support profile and enable both experiences for an escalation profile. This approach aligns Copilot access with job responsibilities without changing the environment-wide setting.

Experience profiles don't replace security roles. Representatives who use custom security roles need the required privileges for Copilot tables and the prvIntelligenceUsage miscellaneous privilege. They also need access to the business data that Copilot uses. A representative who can't read a case, knowledge article, or related record doesn't gain access to that data through Copilot.

Configure translation and data sharing

On the Copilot settings page, the Translation using Copilot section lets you enable Let representatives translate responses using Copilot. When enabled, representatives can select from the languages configured in Dynamics 365 to translate Copilot-generated responses.

The organization can also configure Data sharing for Copilot features in Power Platform admin center. When data sharing is turned on, Microsoft can capture and manually review customer data, including natural language inputs and outputs, to improve Copilot features. Data sharing doesn't train Azure OpenAI Service foundation models. Review the data sharing decision with privacy, compliance, and security stakeholders before changing the setting.

Validate the configuration

Test the configuration with representative accounts that match each intended profile and security role. Confirm that:

  • The expected Copilot experiences appear in Copilot Service workspace.
  • Representatives outside the target profiles don't receive unintended access.
  • Copilot respects each representative's Dataverse permissions.
  • Region and language behavior matches the deployment plan.
  • The organization has documented ownership for access reviews and configuration changes.

For detailed prerequisites and the current privilege table, see Manage Copilot features in Customer Service.