Plan and prepare for Microsoft Copilot for Service in 2024 release wave 2
Important
The 2024 release wave 2 plan covers all new functionalities planned to be delivered to market from October 2024 to March 2025. In this article, you'll find the product overview and what's new and planned for Microsoft Copilot for Service.
Overview
Microsoft Copilot for Service helps organizations quickly realize the benefits of generative AI by extending their existing investments in CRM and contact center solutions to enhance customer experiences and boost agent productivity. It unlocks an organization’s trusted knowledge to accelerate onboarding and case resolution, improve efficiency, and automate tasks for agents in their flow of work—spanning agent desktops of choice, such as Salesforce and the other tools agents already use every day, like Outlook and Teams, with the inclusion of Copilot for Microsoft 365.
Learn more about Microsoft Copilot for Service:
- Microsoft Copilot for Service
- Microsoft Copilot for Service Guided Tour
- Microsoft Copilot for Service Documentation
Updates to Microsoft Copilot for Service 2024 release wave 2
Investment areas
Administrator experiences
Administrator experiences help configure Copilot for Service to create agent-facing copilots powered by generative AI. Additionally, admins can configure and customize copilots they deploy in Outlook and Teams.
Microsoft Outlook experiences
The Microsoft Copilot for Service app in Outlook provides service-specific AI capabilities to help improve your service representatives' productivity. Service representatives who work in Outlook can use Copilot for Service to summarize and draft emails, access case summaries, browse and update CRM records, and schedule meetings informed by case summaries and other relevant information from CRM records.
To learn more about the entire set of capabilities being delivered during this release wave, check out the release plan for Microsoft Copilot for Service below:
For application administrators
User-impacting features to the user experience enabled automatically
User-impacting features should be reviewed by application administrators. This facilitates release change management and enables successful onboarding of new capabilities released to market. For the complete list, look for all features tagged "Users, automatically" in the release plan.
Features that must be enabled by application administrators
This release wave contains features that must be enabled or configured by administrators, makers, or business analysts to be available for their users. For the complete list, look for all features tagged "Users by admins, makers, or analysts" in the release plan.
Get the most out of Microsoft Copilot for Service
| Helpful links | Description |
|---|---|
| Release plan | View all capabilities included in the release. |
| Licensing | Improve your understanding of how to license Microsoft Copilot for Service. |
| Product documentation | Find documentation for Microsoft Copilot for Service. |
| User community | Engage with Microsoft Copilot for Service experts and peers in the community. |
| Upcoming events | Find and register for in-person and online events. |
| Product trials | Get started with Microsoft Copilot for Service. |