Create and test a copilot

  • 5 minutes

You can quickly create a copilot from Microsoft Copilot to enhance the experience for your customer service representatives and their customers. Copilot provides built-in features, such as contextual awareness in chats, email assistance, and case summarization. You can embed Copilot in Salesforce and ServiceNow.

Create a copilot from Microsoft Copilot

To create a copilot, follow these steps:

  1. Open the Copilot for Service app, and then on the landing page, sign up for a license if you haven't already done so.
  2. A wizard appears, where you can create your copilot. Select Start with Microsoft Copilot > Get Started.

Test your copilot

From the Copilot for Service landing page, you can test the responses of your copilot by connecting to a CRM environment and then sending messages through.

Note

You can only connect to one CRM. 

Connect Copilot to your Salesforce CRM environment

To connect Copilot to your Salesforce CRM, follow these steps:

  1. In Test copilot, go to CRM Account and then select Salesforce.

  2. Select Set up. 

  3. Next to Salesforce, select Sign in. The panel displays the Salesforce sign-in details for Login URI Environment and Salesforce API Version. 

  4. Select Sign in, and then follow the onscreen prompts to verify your identity if necessary. A green check mark appears when the system confirms the connection. 

  5. Select Confirm. 

Connect Copilot to your ServiceNow CRM environment

To connect Copilot to your ServiceNow CRM, follow these steps:

  1. In Test copilot, go to CRM Account and then select ServiceNow.

  2. Select Set up. 

  3. In Authentication Type, select Use Oauth2 or Basic Authentication. 

  4. Depending on your authentication type, complete one of the following actions: 

    • If you’re authenticating by using Oauth2, enter your credentials and then select Sign in. 

    • If you’re authenticating by using Basic Authentication, enter the domain for your environment, username, and password, and then select Create. 

    A green check mark appears when the system confirms the connection. 

  5. Select Confirm. 

After you establish a successful connection, you can begin sending messages back and forth by using the copilot.