Turn on AI features in Copilot for Service

If you're a tenant or CRM administrator, you can use the administrator settings in Microsoft Teams to change how customer service representatives work with Microsoft 365 Copilot for Service in Outlook and Teams. You can turn on or off AI features, choose who can use them, and customize forms and views for all environments in your organization.

Prerequisites

• The Copilot for Service app is added to Teams and is updated to the latest version.
• You have administrator credentials to sign in to Copilot for Service in Outlook. The permissions you need depend on which CRM you use.

  • Dynamics 365: You need the System Administrator or System Customizer role. If you're using a custom security role, you might need more privileges to customize Copilot for Service.

  • Salesforce: Your user profile must have the Modify All Data or Manage Data Integrations permission. The permission must be set in your user profile, not in a permission set that's assigned to you.

Access administrator settings

1. In the Teams left panel, select Copilot for Service. If Copilot for Service isn't pinned, select View more apps (…), and then select Copilot for Service.

2. Select the Settings tab.

You can view and change settings at the tenant level or at the environment level, depending on your permissions.

Tenant level settings

1If you have tenant-level administrator permissions, you'll see these settings:

• Copilot AI: Turn on this setting to use AI features in Copilot for Service across your organization. If you don't turn on Copilot AI at the tenant level, CRM admins can't turn on AI features at the environment level. You can choose from these options:

  • The entire organization: Turns on Copilot AI features for all customer service representatives in all environments in your organization.
  • Specific security groups: Search for and select specific security groups in your organization that can use Copilot AI features.
  • Except specific security groups: Search for and select specific security groups that can't use Copilot AI features.

Environment-level settings

If you have environment-level administrator permissions, you see these settings:

• Copilot AI: Turn on this setting to use AI features in Copilot for Service in the environments you manage. The Copilot AI setting is available only if the tenant-level Copilot AI setting is turned on. If a tenant admin has turned off Copilot AI features for your organization, you can't turn them on in your environments.

• Forms: Determine what information is displayed in Copilot for Service in Outlook and Teams. You can also control which records and fields representatives can edit directly in Copilot for Service.

• Allow moving data outside boundaries: For regions where data isn't supported locally, select the checkbox to provide data movement consent. More information: How data movement across regions works

• Try our newest preview features before they're rolled out to everyone: Turn on preview features for your representatives.

• Set up knowledge fields: When the Copilot AI setting is turned on, you can see Set up knowledge fields. This option lets you select up to three rich text fields from your knowledge base for the copilot to use when drafting emails. This setting isn't applicable in Dynamics 365 environments. For Salesforce environments, you must configure the setting in each environment where you want to use it. In Set up knowledge fields, select +Add field, and then select the fields as preferred. The copilot uses the fields in the order you set.

  

Next steps

Roles and privileges required to use Copilot for Service
Customize forms and fields
Delete Copilot for Service