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Important

This content is archived and is not being updated. For the latest documentation, go to the Dynamics 365 Contact Center documentation. 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 Jul 1, 2024 Jul 16, 2024

Business value

Improve agent productivity by integrating Copilot features to work with knowledge management of third-party CRM solutions.

Feature details

Copilot in Dynamics 365 Contact Center allows agents to use their organization's knowledge that might be in their third-party CRM solution such as Salesforce or ServiceNow. Copilot can retrieve information from this knowledge base and help answer questions regarding service-related issues. Agents can perform the following actions in the embedded widget or standalone app:

  • Ask direct questions about customer issues and receive responses from the knowledge base.
  • Copy responses from Copilot and paste them directly into replies to customers, or review and edit them before sending the replies.
  • Provide thumbs-up, thumbs-down feedback for the Copilot responses, or provide verbatim feedback regarding the response quality to help improve Copilot responses.
  • Out-of-the-box connectivity to Salesforce and ServiceNow CRM solutions for knowledge retrieval.
  • Context retention by Copilot in the embedded widget while a case is open in the background. Copilot session is reset if you navigate away and becomes active to where you left when you switch back to the session.
  • In the embedded widget in Salesforce or ServiceNow, Copilot retains a global session context on any forms other than the case form or incident.

Geographic areas

This feature will be released into the following Microsoft Azure geographic areas:

  • Germany
  • Norway
  • Singapore
  • South Africa
  • Switzerland
  • United Arab Emirates
  • US GCC
  • US GCC High
  • Sweden
  • United States
  • Europe
  • Asia Pacific
  • United Kingdom
  • Australia
  • Brazil
  • Canada
  • India
  • Japan
  • France
  • Korea

See also

Ask a question (docs)