Use Copilot for Service in Outlook

  • 10 minutes

In Outlook, select Copilot for Service to sign in and connect your CRM account. You can use the Copilot capabilities without signing in to your CRM. To use all its features, you need to sign in to Copilot for Service from Outlook.

Switch environments and CRM

When you open the Copilot for Service pane for the first time and you're logged in to a Dynamics 365 environment (production or non-production) that has the Copilot for Service solution, you're automatically signed in to your environment. The application displays the following:

  • The environment you're automatically signed in to when you have a single production or non-production environment or single production environment and multiple non-production environments. You can also change the environment or CRM.
  • The option to select and confirm the required environment, if you have multiple production and non-production environments or multiple non-production environments without a production environment.

The Environment list displays the friendly name, type (Production/Sandbox), and URL for each environment.

To sign in to Salesforce CRM, select Sign in to Salesforce® CRM and follow the steps shown in the wizard.

Note

Copilot for Service doesn't have access to data on your most frequently or recently used environment to automatically sign in. It gets a list of environments with the Copilot for Service solution, and then signs you into the first environment in the list.

Sign in manually

You need to sign in manually if:

  • You use Dynamics 365 Customer Service and have signed out of your CRM from Copilot for Service
  • You use Salesforce CRM

To sign in manually, follow these steps:

  1. In the Copilot for Service pane, select Sign in.

  2. Select Sign in to your CRM and then select one of the following options:

    • Salesforce CRM: Select your Salesforce environment, and then select Sign in. In the confirmation message, select Allow. Enter your Salesforce credentials, and then select Log In. Select Allow, and then select Allow access.
    • Dynamics 365: You’re signed in automatically using your Office credentials. Select your Dynamics 365 environment, and then select Get started.

    Your Dynamics environment matches the URL your browser shows when you sign in. For example, if the URL is serviceorg.crm.dynamics.com, select serviceorg.crm.dynamics.com in the list.

After you sign in, the Copilot for Service pane shows you your personalized action items and relevant CRM information.

Save Outlook contacts to your CRM

Copilot for Service helps you add and work with your CRM contacts. When you open an email, Copilot for Service matches the email addresses with your CRM contacts. This way, you can keep track of your communication with them and make sure they are in your CRM data.

Note

If you use Dynamics 365 Customer Service as your CRM, Copilot for Service looks for the external contact's email address in the EmailAddress1 field of the contact record. If the email address is in the EmailAddress2 or EmailAddress3 field, Copilot for Service won't find the contact and is considered unsaved.

The Contacts card displays the following information:

  • The contact's name, details, and the CRM, if the email address is linked to a contact in your CRM.
  • The list of email addresses on the email that aren't in your CRM contacts. You can also add the contact to your CRM.
    • To add a contact, hover over an unsaved contact, then select Add to CRM.
    • In the New contact form, add the required information, and then select Save. Alternatively, select Open in (CRM), and enter the contact details in your CRM.
    • If the email has the sender's signature, Copilot fills in the contact details from it. You can change them before you save the contact to your CRM.

    Note

    If your administrator turned off inline contact creation, the New Contact form opens in your CRM instead.

  • The email address of a contact with multiple matches in your CRM. You can choose the right contact.
    • Select Choose the right contact link and then select Choose contact. From the list, select the correct contact. If none of them are correct, create a new contact.
    • If you want to change the contact you picked for the email address, select Connect another record.

You can also write notes about the contact in the Private notes section. These notes are only for you. They are not shared with anyone else or synced to your CRM.

The Accounts card shows you the accounts that are related to a linked contact. You can see the account details and the related opportunities, cases, and activities.

Save emails and meetings to your CRM

With Copilot for Service, you can connect your Outlook emails and meetings to cases and accounts in your customer relationship managment (CRM) system to keep track of your interactions with customers. You can also view related activities for your contacts in the CRM.

  1. When you open an email or a meeting in Outlook, Copilot for Service shows you a card with the option to save the interaction. Select Save.
  2. If you use Dynamics 365 Customer Service as your CRM, and server-side synchronization isn't enabled, you need to turn it on for your mailbox.
  3. Connect the activity to a record by choosing one of the following options:
    • The accounts and cases that are related to the contacts in the activity.
    • Use the search box to find and connect to another record of any type added to Copilot for Service by your administrator.
    • Save without connecting. The email or meeting is still linked to the contacts on the To, Cc, and Bcc fields.

If your CRM is Customer Service, these rules apply when you save an email:

  • Any replies to the saved email are saved to CRM automatically if server-side synchronization is on and you didn't choose No email messages in Customer Service > Settings > Personalization Settings > Email > Track dropdown.
  • Draft emails and appointments are saved to the CRM automatically.
  • Emails are saved to the CRM after they are sent. Appointments are saved right away.

Note

  • You can't save Outlook interactions from shared mailboxes.
  • If you are using Salesforce as your CRM, you can't save draft emails and appointments to Salesforce. Replies to saved emails and updates to saved events aren't automatically saved either.

The Related items card shows you recent emails from and upcoming meetings with a connected contact. You can see three activities on the card by default. When you select an email or a meeting in Related items, it opens in a new tab in your browser.