Use Microsoft Copilot for Service with your external CRM 

Last year, we released a revolutionary set of Copilot capabilities within Dynamics 365 Customer Service. With Copilot, agents can get quick answers, draft emails, and summarize cases and conversations using information that already exists in Dynamics 365, as well as your preferred data sources.  

Now there’s Copilot for Service, which lets you connect all your data sources without replacing your existing CRM. Just like Copilot in Dynamics 365 Customer Service, Copilot for Service enables agents to easily manage customer inquiries, track service requests, and provide personalized support. It integrates Microsoft 365 experiences with external systems, such as Salesforce, Zendesk, and ServiceNow. 

Why Copilot for Service is the right solution 

Today, it is possible to build your own copilots using Copilot Studio, formerly known as Power Virtual Agents. With Copilot Studio, you can create a bot that addresses a specific topic (for example, “get order status”) or you can use plugins to leverage copilots and bots you have already built. Plugins let you connect to external data sources, and you can use them across Copilots to ensure agents have a consistent experience anywhere they ask a service-related question. Agents don’t have to move between systems to find answers, which reduces the time to resolution. 

Customers can use Copilot Studio within Copilot for Service to customize and publish plugins for Copilot for Microsoft 365. For example, you can use Copilot Studio to add proprietary knowledge bases for the copilot’s real-time responses or set up authentication to ensure only authorized agents can use Copilot. Building and publishing standalone Copilot experiences for any internal or external channel requires a standalone Copilot Studio license. 

Copilot for Service removes the development overhead and will build specific copilot experiences tailored to your organization’s needs. Additionally, if you’re already using Copilot for Microsoft 365, it’s easy to extend it with role-based capabilities for agents through prebuilt connectors to other CRMs. 

Try Copilot for Service features 

This month, we’re releasing four new features in preview: 

  • Draft an email response in Outlook: Agents can select from the predefined intents for the email to be drafted and provide their own custom intent. Copilot uses the context of the email conversation and case details to produce personalized and contextual emails. 
  • Email summary in Outlook: Copilot provides an email summary capturing all the important information for agents to understand the context of the case they’re working on. Agents can save the generated summary to the connected CRM system. 
  • Case summary in Outlook: Agents can access case summaries as they work on emails from customers. They can also save the case summary to the CRM system. 
  • Meeting recap in Teams: Copilot provides a meeting summary and action items that integrate with the Teams recap, providing all the relevant follow-up items. Agents can also create CRM tasks right from the Teams recap section.

Get started with Copilot for Service 

First, create a copilot instance in your environment by navigating to and following the prompts. You need to give it a name, a description, and a target system that you want to connect to. For example, you can create a copilot named Microsoft that can access information from Salesforce. The portal will then guide you through creating the connection and deploying the copilot. 

The second step is to test your copilot in the demo agent desktop that is automatically generated for you. You can ask your copilot questions related to the target system, such as “What products does Microsoft sell?” or “How do I create a case in Salesforce?” 

In summary, Microsoft Copilot for Service is a powerful tool that can help your agents provide better support to your customers. By leveraging the power of AI, it can provide quick and accurate answers to common questions, freeing up your agents to focus on more complex issues. To learn more, be sure to check out the partner workshop and try it out for yourself. 

Learn more

For pricing information, see Microsoft Copilot for Service—Contact Center AI | Microsoft AI  

Extend Copilot for Service with Copilot Studio: Extend your agent-facing copilot | Microsoft Learn 

Overview of Copilot for Microsoft 365: Copilot for Microsoft 365 – Microsoft Adoption 

If you are a Dynamics 365 Customer Service user, you can start using Copilot capabilities right away: Enable Copilot features in Customer Service | Microsoft Learn