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Data handling in Microsoft 365 Copilot for Service

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This article gives you an overview of how data is handled in Copilot for Service.

Copilot for Service is built on the Microsoft Power Platform. Copilot for Service data is stored in Dataverse in addition to the connected Customer Relationship Management(CRM) systems.

Data retention

Since Copilot for Service data is stored in Dataverse, data retention policies differ from other Microsoft 365 applications and non-Dynamics 365 CRM solutions. For example, when your Microsoft 365 subscription ends, your data is retained for 90 days before it's automatically deleted (in accordance to Microsoft 365 data retention policies). However, if you use Copilot for Service, that data isn't automatically deleted after 90 days when your subscription ends.

Copilot for Service, Dataverse, and your CRM

When Copilot for Service is connected to Dynamics 365, Copilot for Service data is stored in the corresponding Dataverse instance.

When Copilot for Service is connected to a non-Dynamics 365 CRM, a default Dataverse instance specific to Copilot for Service is provided to your tenant. Copilot for Service data is stored in the Dataverse instance in addition to your CRM.

You can find the name and details of your default Dataverse instance named msdyn_viva in the Power Platform admin center.

Important

The msdyn_viva environment is of type Trial. Do not convert the environment to Production.

Delete Copilot for Service data

If you need to delete Copilot for Service data (for example, delete data for a specific user), you can choose to manually delete it.

Personal data requests for Copilot for Service

Personal data requests in Copilot for Service and Microsoft Copilot Studio are handled in the same way. See: personal data requests are handled in for Microsoft Copilot Studio.