Use Copilot for Service in Outlook

  • 10 minutes

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

Switch environments and CRM

The system automatically signs you in to your environment after you open the Copilot for Service pane for the first time and sign in to a Dynamics 365 environment (production or non-production) that has the Copilot for Service solution. The application displays the following components:

  • The environment that the system automatically signs you in to when you have a single production or non-production environment or a 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 then follow the steps in the wizard.

Note

To automatically sign in and connect your CRM account, you need to provide Copilot for Service with access to data on your most frequently or recently used environment. Then, the Copilot for Service solution obtains a list of environments and signs you in to the first environment in the list.

Sign in manually

You need to sign in manually if you:

  • Use Dynamics 365 Customer Service and already signed out of your CRM from Copilot for Service.
  • 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 > Allow access.
    • Dynamics 365 - The system automatically signs you in by using your Office credentials. Select your Dynamics 365 environment, and then select Get started.

    Your Dynamics environment matches the URL that 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 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. As a result, you can keep track of communication with your contacts and make sure they're 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 fields, Copilot for Service can't find the contact and then considers the contact as 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 add the contact to your CRM by following these steps:

    1. Hover your mouse cursor over an unsaved contact and then select Add to CRM.
    2. 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.
    3. If the email has the sender's signature, Copilot fills in the contact details from it. You can change those details 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 correct contact by following these steps:

    1. Select the Choose the right contact link and then select Choose contact. From the list, select the correct contact. If none of the contacts in the list are correct, create a new contact.
    2. If you want to change the contact that you chose for the email address, select Connect another record.

Additionally, you can write notes about the contact in the Private notes section. These notes are only for you; the system doesn't share them with anyone else or sync them to your CRM.

The Accounts card shows the accounts that are related to a linked contact, including 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 CRM system to keep track of your interactions with customers. You can also view related activities for your contacts in your CRM system.

  1. When you open an email or a meeting in Outlook, Copilot for Service shows 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 turned on, you need to turn on the functionality for your mailbox.
  3. Connect the activity to a record by choosing one of the following options:
    • Use 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 that your administrator adds to Copilot for Service.
    • 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, the following rules apply when you save an email:

  • The system automatically saves any replies to the saved email if server-side synchronization is turned on and if you didn't select No email messages in Customer Service by going to Settings > Personalization Settings > Email > Track dropdown menu.
  • The system automatically saves draft emails and appointments to the CRM.
  • The system saves emails to the CRM after you send them. It saves appointments immediately.

Note

Keep the following considerations in mind when saving emails and meetings to your CRM:

  • You can't save Outlook interactions from shared mailboxes.
  • If you're using Salesforce as your CRM, you can't save draft emails and appointments to Salesforce. The system doesn't automatically save replies to saved emails and updates to saved events.

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