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Manage Copilot features in Customer Service

Copilot in Customer Service provides real-time AI assistance that helps customer service representatives (service representatives or representatives) automate tasks, resolve cases faster, and deliver better customer experiences. When you turn on Copilot features, representatives can respond to questions, compose emails, draft chat responses, and summarize cases and conversations in the Copilot Service workspace app.

This article helps administrators:

  • Identify which setting controls the Copilot scenario they want to turn on.
  • Confirm prerequisites, licensing, and region requirements before setup.
  • Enable, configure, and validate Copilot features for representatives.

Note

Summarize conversations is available in Copilot Service workspace only. To use Copilot features in Customer Service Hub and custom apps, you must also complete the steps in Enable Copilot features in Power Platform admin center.

How Copilot features are delivered

Copilot features in Dynamics 365 Customer Service are powered by Microsoft 365 Copilot and exposed in Customer Service apps such as Copilot Service workspace. Copilot features use customer service data, such as cases, customer records, and interactions, to help representatives retrieve information, generate responses, and complete actions without leaving their workflow.

Some Copilot capabilities are delivered through Copilot agents, such as Service Agent. These agents extend Copilot with customer service–specific functionality that helps representatives summarize cases, retrieve knowledge, and perform actions.

You manage Copilot features in two admin centers:

  • Power Platform admin center: Turn on AI-powered Copilot features for an environment, and manage data movement across regions and data sharing.
  • Copilot Service admin center: Opt in, choose the Copilot experiences that representatives use, configure Copilot agents, and manage translation and transcript settings.

Choose the right setting for your scenario

Use the following table to find the setting that controls what you want to do. Then go to the linked section for detailed steps.

I want to... Admin center Path or setting Section in this article
Turn on Copilot features for an environment Power Platform admin center Copilot > Settings > Copilot (under Dynamics 365 Customer Service) > select the environment > Edit setting > Enable AI-powered Copilot features Enable Copilot features in Power Platform admin center
Use Copilot features in Customer Service Hub or custom apps Power Platform admin center Enable AI-powered Copilot features for the environment Enable Copilot features in Power Platform admin center
Use Copilot in a region where it isn't available in region by default Power Platform admin center Allow data movement across regions Region availability and data movement
Fix throttling or unavailability caused by capacity constraints Power Platform admin center Allow data movement across regions Understand cross-region data movement
Let Microsoft capture and review Copilot data to improve features Power Platform admin center Data sharing for Dynamics 365 Copilot features Data sharing for Copilot features
Accept the terms and continue setup Copilot Service admin center Support experience > Productivity > Copilot settings, or Operations > Insights > Summaries > Opt in Opt in to Copilot features
Stop using Copilot features Copilot Service admin center Support experience > Productivity > Copilot settings, or Operations > Insights > Summaries Opt out of Copilot features
Choose Copilot immersive or Copilot side pane for representatives Copilot Service admin center Support experience > Productivity > Copilot settings > Manage Configure Copilot experiences for representatives
Control which representatives get which Copilot features in Copilot Service workspace Copilot Service admin center Experience profiles Make Copilot available to representatives
Configure Copilot behavior, email settings, and prompts for representatives Copilot Service admin center Agents within Copilot > Customer Support > Settings Configure Customer Support agent settings
Manage admin prompts, user access, and tools and knowledge for administrators Copilot Service admin center Agents within Copilot > Admin Management > Settings Configure Admin Management agent settings
Let representatives translate responses Copilot Service admin center Copilot settings > Translation using Copilot Let representatives translate responses
Record representative interactions with Copilot for usage analysis Copilot Service admin center Copilot settings > Support experience data Record representative interactions with Copilot
Give users with custom security roles access to Copilot Power Platform admin center Security roles and privileges Assign roles and privileges

Prerequisites

Before you set up Copilot features, ensure that you:

Region availability and data movement

The option to enable Copilot AI features is available in region by default to customers with environments that have the following geographies for data processing and storage:

  • United States
  • Australia
  • India
  • United Kingdom
  • Government cloud regions (GCC, GCC High)

In region means within the geographical region of your Power Platform or Dynamics 365 environment.

For Europe, data movement for Copilot features is turned on by default.

For all other regions, you must allow data movement across regions in Power Platform admin center before you can opt in to use Copilot.

Screenshot of the generative AI features settings in Power Platform admin center.

The respond to questions, compose an email, and summarize cases and conversations features are generally available in the North America region only. These features are in preview in the rest of the supported regions. Learn more in Region availability.

Understand cross-region data movement

Copilot feature performance depends on the regional availability of Azure OpenAI services. The following table describes when you must allow data movement across regions in Power Platform admin center before you can opt in to use Copilot.

Scenario Data movement required?
Azure OpenAI capacity is available in the same region as your tenant. No
Azure OpenAI capacity isn't available in your tenant region. Yes
Azure OpenAI capacity is available in your tenant region, but has fallback to external regions. Optional. If you don't allow data movement, you might have performance issues, such as throttling or unavailability due to capacity constraints.

Note

Data movement across regions is turned on by default in Power Platform admin center.

Supported languages

Learn about supported languages for Copilot in Language support for AI-based analytics and insights in Customer Service.

Data sharing for Copilot features

You can turn on data sharing for Dynamics 365 Copilot features in Power Platform admin center. Data sharing allows Microsoft to capture and manually review customer data, including, but not limited to, users' natural language inputs, outputs, and related telemetry to build, improve, and validate Microsoft's features, services, machine learning models, and related systems for Dynamics 365 and Power Platform Copilot AI features.

Microsoft doesn't use customer data to train Azure OpenAI Service foundation models. Learn more in Tenant settings and FAQ for optional data sharing for Copilot AI features in Dynamics 365 and Power Platform.

Enable Copilot features in Power Platform admin center

Turn on Copilot features for your environment. This step is required for representatives to use Copilot features in Customer Service Hub and custom apps.

  1. Sign in to Power Platform admin center.
  2. In the site map, select Copilot.
  3. Under Dynamics 365 Customer Service, select Settings > Copilot.
  4. Search for and select your environment, and then select Edit setting.
  5. Select the Enable AI-powered Copilot features checkbox, and then save your changes.

Opt in to Copilot features

In Copilot Service admin center, the Copilot settings and Summaries pages display the following information:

  • A message to allow data movement across regions, if your region doesn't have Copilot features available by default.
  • A link to Power Platform admin center, where you can allow data movement across regions.
  • The data movement status.
  • A link to review the terms and conditions.

To opt in:

  1. In Copilot Service admin center, go to one of the following pages:

    • Support experience > Productivity > Copilot settings
    • Operations > Insights > Summaries

  2. Review the data movement status. If data movement is required for your region and isn't allowed, use the link to allow data movement across regions in Power Platform admin center.

  3. Review the terms and conditions.

  4. Select Opt in.

    Screenshot of the Copilot settings page with the data movement status and the Opt in button.

Opt out of Copilot features

  1. In Copilot Service admin center, go to one of the following pages:
    • Support experience > Productivity > Copilot settings
    • Operations > Insights > Summaries
  2. Opt out of Copilot features.

Important

When you opt out, the application erases the training data. To use the features again, you must consent to the terms of use and opt in.

Make Copilot available to representatives

How representatives get access to Copilot depends on the app they use.

App How access is granted
Copilot Service workspace Turn on Copilot features in experience profiles. By default, representatives you add to the default experience profiles can use Copilot features.
Customer Service Hub When you turn on the feature, it's available to all representatives.

To limit the Copilot features that specific representatives can use in Copilot Service workspace:

  1. Create a custom experience profile and turn on only the required Copilot features.
  2. Assign the custom experience profile to the representatives.

Learn more in Add users to experience profiles.

Configure Copilot experiences for representatives

  1. In Copilot Service admin center, under Support experience, select Productivity.
  2. For Copilot settings, select Manage.
  3. Select the checkboxes for the Copilot experiences you want representatives to use:
    • Copilot immersive
    • Copilot side pane
  4. Save your changes.

Configure Customer Support agent settings

To manage how Copilot behaves for your representatives, configure the Customer Support agent.

  1. In Copilot Service admin center, in the Agents within Copilot section, select Settings next to Customer Support. The Customer Support page appears.
  2. Configure the required Copilot features for representatives on the following tabs:
    • Overview
    • Immersive settings
    • Email settings
    • Prompts
    • Extend agent

Learn more about the Customer Support agent and the settings on each tab in Enable features in Copilot.

Configure Admin Management agent settings

The Admin Management (preview) agent is an optional Copilot agent that gives administrators a centralized way to manage administrative prompts, control user access, and connect tools and knowledge through Copilot Studio.

  1. In Copilot Service admin center, in the Agents within Copilot section, select Settings next to Admin Management. The Admin Management page appears.
  2. Configure the required Copilot features for administrators on the following tabs:
    • Overview
    • Prompts
    • User access
  3. To manage tools and knowledge for this agent, use the links to Copilot Studio on the Overview tab.

Learn more in Enable features in Copilot.

Let representatives translate responses

  1. On the Copilot settings page, go to Translation using Copilot.
  2. Select Let representatives translate responses using Copilot.

Representatives can then select from the languages configured in Dynamics 365.

Record representative interactions with Copilot

  1. On the Copilot settings page, go to the Support experience data section.
  2. Select Record transcripts of representative interactions with Copilot.

Use the recorded data to understand usage patterns and improve Copilot performance. You can also download the data to analyze knowledge sources and build usage reports.

Assign roles and privileges

By default, only users with the Customer Service Representative role can use Copilot features. If your users have custom security roles, ensure those roles include the following privileges.

Table Name Create Read Write Append Append To
Copilot event msdyn_copilotevent Yes Yes Yes Not applicable Not applicable
Copilot interaction msdyn_copilotinteraction Yes Yes Not applicable Yes Not applicable
Copilot interaction data msdyn_copilotinteractiondata Yes Yes Yes Not applicable Yes
Agent Preference For Copilot msdyn_copilotagentpreference Yes Yes Yes Not applicable Not applicable
AI Model msdyn_aimodel Not applicable Yes Not applicable Not applicable Not applicable
AI Template msdyn_aitemplate Not applicable Yes Not applicable Not applicable Not applicable
ConversationInsight msdyn_conversationinsight Not applicable Yes Not applicable Not applicable Not applicable
Copilot Transcript Data msdyn_copilottranscriptdata Yes Yes Yes Yes Not applicable
App profile msdyn_appconfiguration Not applicable Yes Not applicable Not applicable Not applicable
Pane tool configuration msdyn_panetoolconfiguration Not applicable Yes Not applicable Not applicable Not applicable
Productivity pane configuration msdyn_paneconfiguration Not applicable Yes Not applicable Not applicable Not applicable
Pane tab configuration msdyn_panetabconfiguration Not applicable Yes Not applicable Not applicable Not applicable
Organization Setting organizationsetting Not applicable Yes Not applicable Not applicable Not applicable

Note

Ensure that your custom security roles include Miscellaneous privileges > prvIntelligenceUsage so that users can access Copilot. Learn more in Security roles and privileges.

Access levels for the Copilot event table

Set the following access levels for the Copilot event (msdyn_copilotevent) privileges, based on the type of custom role.

Custom role type Privilege Access level
Representative prvReadmsdyn_copilotevent Basic
Representative prvWritemsdyn_copilotevent Basic
Representative prvCreatemsdyn_copilotevent Global
Customer service representative manager prvReadmsdyn_copilotevent Global
Customer service representative manager prvCreatemsdyn_copilotevent Global
Customer service representative manager prvWritemsdyn_copilotevent Global

Validate your setup

After you complete setup, verify that Copilot works as expected.

  1. In Power Platform admin center, confirm that Enable AI-powered Copilot features is selected for your environment.
  2. In Copilot Service admin center, on the Copilot settings page, confirm that you're opted in and that the data movement status meets your region's requirements.
  3. Confirm that the Copilot experiences you want (Copilot immersive, Copilot side pane, or both) are selected.
  4. Confirm that the representatives you're testing with are assigned to an experience profile that has Copilot features turned on.
  5. Sign in to Copilot Service workspace as a test representative, open a case or conversation, and use a Copilot feature, such as asking a question or summarizing the case.
  6. If representatives use Customer Service Hub or a custom app, sign in to that app as a test representative and confirm that Copilot features are available.
  7. If you use custom security roles, sign in as a user with that role and confirm that Copilot features work.

Next steps

Enable Copilot case and conversation summaries
Enable features in Copilot pane
Configure Copilot features for custom case forms and custom apps

Draft a chat response
Responsible AI FAQ for Copilot in Customer Service
FAQ for Copilot in Customer Service

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