Query over CRM data in Microsoft Copilot

Important

Some of the functionality described in this release plan has not been released. Delivery timelines may change and projected functionality may not be released (see Microsoft policy). Learn more: What's new and planned

Enabled for	Public preview	General availability
Users by admins, makers, or analysts	Jun 10, 2024	Oct 2024

Business value

With Copilot for Service prebuilt plugins, agents can help solve customer issues more quickly by asking Copilot questions in Microsoft 365 Chat. Copilot will cover CRM data, such as case, contact or knowledge details, which helps agents increase productivity.

Feature details

Agents can use Microsoft Copilot to quickly get information to help resolve customer issues. With Copilot for Service prebuilt plugins, agents can ask Microsoft Copilot for information, and it can query over CRM data, such as case and contact details and knowledge articles. Using Microsoft Copilot to query the data saves time and helps agents increase productivity.

See also

Chat with Copilot for Service data in Copilot for Microsoft 365 (docs)