Supported regions and languages for analytics and insights
Depending on your location, certain features are available in Dynamics 365 Customer Service insights. Service limits also apply.
Prerequisites
The AI Builder preview models setting must be enabled in Power Platform admin center.
Supported regions for Copilot features
The following table lists the region availability of Copilot features for the respective geographical locations.
| Feature | North America | Europe | Asia Pacific | South America | Australia | Japan | China | India | Canada | United Kingdom | France | United Arab Emirates | Switzerland | Germany | Korea | Norway | Singapore | South Africa | Government Community Cloud - M | Government Community Cloud - H |
|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|
| Copilot—Summarize cases | Yes | Yes | Yes | Yes | Yes | Yes | No | Yes | Yes | Yes | Yes | Yes | Yes | Yes | Yes | Yes | Yes | Yes | Yes | No |
| Copilot—Summarize conversations | Yes | Yes | Yes | Yes | Yes | Yes | No | Yes | Yes | Yes | No | No | No | No | No | No | No | No | No | No |
| Copilot—Ask a question | Yes | Yes | Yes | Yes | Yes | Yes | No | Yes | Yes | Yes | Yes | Yes | Yes | Yes | Yes | Yes | Yes | Yes | Yes | No |
| Copilot—Draft emails | Yes | Yes | Yes | Yes | Yes | Yes | No | Yes | Yes | Yes | Yes | Yes | Yes | Yes | Yes | Yes | Yes | Yes | Yes | No |
| Copilot—Draft a chat response | Yes | Yes | No | No | No | No | No | No | No | Yes | No | No | No | No | No | No | No | No | No | No |
| Copilot—Generate knowledge drafts from cases | Yes | Yes | Yes | Yes | Yes | Yes | No | Yes | Yes | Yes | Yes | Yes | Yes | Yes | No | No | No | No | No | No |
Yes: Available
No: Not available
Note
By default, the Copilot features are available in the North America region only. Customers with environments outside the United States can use the Copilot features by opting in to data movement across geographical (data) boundaries to share relevant data outside their region for processing.
Supported languages for Copilot features
The following table lists the availability of Copilot features for the respective region languages.
| Feature | English | Arabic | Danish | Dutch | French | German | Italian | Japanese | Portuguese (Portugal) | Chinese (Simplified) | Spanish | Portuguese (Brazil) | Thai | Czech | Finnish | Greek | Hebrew | Korean | Norwegian (Bokmål) | Polish | Russian | Swedish | Turkish | Vietnamese |
|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|
| Copilot—Summarize cases1 | Yes | Yes | Yes | Yes | Yes | Yes | Yes | Yes | No | Yes | Yes | Yes | Yes | Yes | Yes | Yes | Yes | Yes | Yes | Yes | Yes | Yes | Yes | Yes |
| Copilot—Summarize conversations1 | Yes | Yes | Yes | Yes | Yes | Yes | Yes | Yes | No | Yes | Yes | Yes | Yes | Yes | Yes | Yes | Yes | Yes | Yes | Yes | Yes | Yes | Yes | Yes |
| Copilot—Ask a question | Yes | Yes | Yes | Yes | Yes | Yes | Yes | Yes | No | Yes | Yes | Yes | Yes | Yes | Yes | Yes | Yes | Yes | Yes | Yes | Yes | Yes | Yes | Yes |
| Copilot—Draft emails | Yes | Yes | Yes | Yes | Yes | Yes | Yes | Yes | No | Yes | Yes | Yes | Yes | Yes | Yes | Yes | Yes | Yes | Yes | Yes | Yes | Yes | Yes | Yes |
| Copilot—Draft a chat response (preview) | Yes | No | Yes | Yes | Yes | Yes | Yes | Yes | No | No | Yes | Yes | Yes | No | No | No | No | No | No | No | No | No | No | No |
| Copilot—Generate knowledge drafts from cases (preview) | Yes | No | No | No | No | No | No | No | No | No | No | No | No | No | No | No | No | No | No | No | No | No | No | No |
Yes: Available
No: Not available
1 Copilot might generate summaries in the agents' UI language even if that isn't an officially supported language.
Region availability of analytics and insights
The following features are available in all geographic locations where the voice channel in Omnichannel for Customer Service is supported:
- Call transcription
- Call insights
Geographic support for real-time message translation is dependent on your translator service.
The following table lists the region availability of analytics and insights.
Note
The features listed in the table aren't available in South Africa, Korea, and Norway.
| Feature | North America | Europe | Asia Pacific | South America | Australia | Japan | China | India | Canada | United Kingdom | France | United Arab Emirates | Switzerland | Germany | Government Community Cloud |
|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|
| Customer Service historical analytics | Yes | Yes | Yes | Yes | Yes | Yes | Yes | Yes | Yes | Yes | Yes | Yes | Yes | Yes | Yes |
| Case topic clustering | Yes | Yes | Yes | Yes | Yes | Yes | Yes | Yes | Yes | Yes | Yes | Yes | Yes | Yes | Yes |
| Omnichannel historical analytics | Yes | Yes | Yes | Yes | Yes | Yes | Yes | Yes | Yes | Yes | Yes | Yes | Yes | Yes | Yes |
| Conversation topic clustering | Yes | Yes | Yes | Yes | Yes | Yes | Yes | Yes | Yes | Yes | Yes | Yes | Yes | Yes | Yes |
| Omnichannel historical analytics - Voice | Yes | Yes | Yes | Yes | Yes | Yes | Yes | Yes | Yes | Yes | Yes | Yes | Yes | Yes | Yes |
| Sentiment analysis | Yes | Yes | Yes | Yes | Yes | Yes | Yes | Yes | Yes | Yes | Yes | Yes | Yes | Yes | Yes |
| AI suggestions for cases and knowledge articles | Yes | Yes | Yes | Yes | Yes | Yes | No | Yes | Yes | Yes | Yes | Yes | Yes | No | Yes |
| Intelligent skill finder for unified routing | Yes | Yes | Yes | Yes | Yes | Yes | Yes | Yes | Yes | Yes | Yes | Yes | Yes | Yes | Yes |
| Sentiment prediction-based routing | Yes | Yes | Yes | Yes | Yes | Yes | Yes | Yes | Yes | Yes | Yes | Yes | Yes | Yes | No |
| Effort estimation model for unified routing | Yes | Yes | Yes | Yes | Yes | Yes | Yes | Yes | Yes | Yes | Yes | Yes | Yes | Yes | No |
| AI suggestions for contacts in Microsoft Teams | Yes | Yes | Yes | Yes | Yes | Yes | No | Yes | Yes | Yes | Yes | Yes | Yes | No | No |
| AI generated summary for contacts in Microsoft Teams | Yes | Yes | No | No | No | No | No | No | No | No | No | No | No | No | No |
| Forecast report for agents, cases, and conversations | Yes | Yes | Yes | Yes | Yes | Yes | Yes | Yes | Yes | Yes | Yes | Yes | Yes | Yes | No |
| Knowledge Base keywords suggestion | Yes | Yes | Yes | Yes | Yes | Yes | Yes | Yes | Yes | Yes | Yes | Yes | Yes | Yes | Yes |
| Unified routing analytics | Yes | Yes | Yes | Yes | Yes | Yes | Yes | Yes | Yes | Yes | Yes | Yes | Yes | No | Yes |
| Omnichannel real time analytics | Yes | Yes | Yes | Yes | Yes | Yes | Yes | Yes | Yes | Yes | Yes | Yes | Yes | Yes | Yes |
| Data model customization for historical and real-time reports | Yes | Yes | Yes | Yes | Yes | Yes | Yes | Yes | Yes | Yes | Yes | Yes | Yes | Yes | No |
Yes: Available
No: Not available
Language support for AI-based analytics and insights in Customer Service
The following features support all languages that the product supports.
- Sentiment prediction-based routing
- Sentiment analysis
- Call transcription
- Call insights
Language availability for real-time message translation is dependent on your translator service provider.
The following table lists the language availability of the other Customer Service Insights features.
| Feature name | English | Arabic | Danish | Dutch | French | German | Italian | Japanese | Portuguese | Simplified Chinese | Spanish | Portugese (Brazil) | Thai |
|---|---|---|---|---|---|---|---|---|---|---|---|---|---|
| Intelligent skill finder for unified routing | Yes | No | No | No | Yes | Yes | Yes | Yes | No | No | Yes | No | No |
| Effort estimation model for routing | Yes | Yes | No | Yes | Yes | Yes | Yes | Yes | No | No | Yes | No | No |
| AI suggestions for cases and knowledge articles | Yes | No | No | Yes | Yes | Yes | Yes | Yes | No | No | Yes | No | No |
| AI suggestions for contacts in Microsoft Teams | Yes | No | No | Yes | Yes | Yes | Yes | Yes | No | No | Yes | No | No |
| AI topic discovery | Yes | No | No | No | Yes | Yes | Yes | Yes | Yes | No | Yes | No | No |
| AI suggestions for article keywords and description | Yes | No | No | Yes | Yes | Yes | Yes | Yes | No | No | Yes | No | No |
| AI generated summary for contacts in Microsoft Teams | Yes | No | No | No | No | No | No | No | No | No | No | No | No |
Yes: Available
No: Not available
Microsoft Power Platform capacity impact
If you enable the insights feature, it affects Dataverse entitlements. Learn more in New Microsoft Dataverse storage capacity.
Related information
Service limits for analytics and insights
Enable Copilot case and conversation summaries
Enable Copilot help pane
Enable data movement across regions
Set up intelligent skill finder model
Before you build a category classification model - AI Builder
Enable AI suggestions for similar cases and knowledge articles
Configure AI suggestions for contacts in Microsoft Teams
Configure AI topic clustering for conversations
Configure AI suggestions for article keywords and description