Copilot feature availability across products

This article provides information about the Copilot features supported across Customer Service, standalone and embedded experiences in Dynamics 365 Contact Center, and Microsoft 365 Copilot for Service.

Feature	Dynamics 365 Customer Service	Dynamics 365 Contact Center—standalone experience	Dynamics 365 Contact Center—embedded experience	Microsoft 365 Copilot for Service
Filter knowledge articles to generate responses	Yes	No	No	No
Translate Copilot responses	Yes	Yes	Yes	Yes
Use auto prompts based on case data	Yes	No	Yes	Yes
Use auto prompts based on conversation data	Yes	Yes	Yes	Yes
Use proactive prompts based on case data	Yes	No	Yes	Yes
Use proactive prompts based on conversation data	Yes	Yes	Yes	Yes
View case summary inline on cases	Yes	No	No	No
Customize data Copilot uses for case summaries	Yes	No	No	No
Generate conversation summaries	Yes	Yes	Yes	No
Customize conversation summaries	Yes	Yes	Yes	No
Summarize closed conversations in non-Microsoft CRMs	No	No	No	Yes
View custom record summaries	Yes	No	No	No
Summarize cases in non-Microsoft CRMs	No	No	Yes	Yes
Resolution Notes	No	No	Yes	Yes
Write an email from Copilot help pane	Yes	Yes	Yes	Yes
Use Copilot email assist from email editor	Yes	Yes	No	No
Translate copilot generated email drafts	Yes	Yes	Yes	Yes
Internal knowledge sources used to draft emails	Yes	Yes	Yes	Yes
Modify the fields used to draft emails	Yes	Yes	No	No
Use an internal knowledge base as a knowledge source	Yes	Yes	Yes	Yes
Enable knowledge sources from Microsoft Copilot Studio (preview)	Yes	Yes	Yes	Yes
Add trusted webpages as sources	Yes	Yes	No	No
Use Copilot to generate knowledge drafts from cases (preview)	Yes	No	No	No
Ask about case data	Yes	No	No	No
Use targeted phrases in Copilot to get responses from plugins (preview)	Yes	Yes	Yes	Yes
Use Copilot analytics	Yes	Yes	No	No

Related information

FAQs about Responsible AI