Create and embed agent-facing copilots for CRM systems
Important
This content is archived and is not being updated. For the latest documentation, go to Microsoft Copilot for Service overview. For the latest release plans, go to Dynamics 365, Power Platform, and Cloud for Industry release plans.
| Enabled for | Public preview | General availability |
|---|---|---|
| Users by admins, makers, or analysts | 
Dec 1, 2023 |
Feb 1, 2024 |
Business value
Boost your agent productivity further with new assistance features from agent-facing copilots beyond their agent console.
Feature details
The contact center admin can easily create an agent-facing copilot that connects to various data sources to empower agent productivity:
- Connect to multiple CRM systems, including Salesforce, ServiceNow, Zendesk, and Genesys.
- Connect to external websites, SharePoint, OneDrive, and directly uploaded files to generate answers to agent questions.
- Extend with plug-ins and actions.
Geographic areas
This feature will be released into the following Microsoft Azure geographic area:
- United States