Create and test Microsoft Copilot

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You can quickly and simply create a Microsoft Copilot to enhance the experience for your agent and their customers. Copilot provides built-in features like contextual awareness in chats, email assistance, and case summarization. You can embed Copilot in Salesforce and ServiceNow.

Prerequisites

Create a Microsoft Copilot

You can create a copilot in a few easy steps.

  1. Open the Copilot for Service app, and then on the landing page, sign up for a license if you haven't already.
  2. A wizard appears, where you can create your copilot. Select Start with Microsoft Copilot > Get Started.

Test your copilot

From the Copilot for Service landing page, you can test the responses of your Microsoft Copilot by connecting to a CRM environment and then sending messages through.

Note

You can only connect to one CRM. 

Connect Copilot to your Salesforce CRM environment

  1. In Test copilot, go to CRM Account, and then select Salesforce.

  2. Select Set up. 

  3. Next to Salesforce, select Sign in. The panel displays the Salesforce sign-in details for Login URI Environment and Salesforce API Version. 

  4. Select Sign in, and then follow the onscreen prompts to verify your identity if necessary. Once the connection is confirmed, a green checkmark appears. 

  5. Select Confirm. 

Connect Copilot to your ServiceNow CRM environment

  1. In Test copilot, go to CRM Account, and then select ServiceNow.

  2. Select Set up. 

  3. In Authentication Type, select either Use Oauth2 or Basic Authentication. 

  4. Depending on your authentication type, do one of the following: 

    • If you’re authenticating using Oauth2, enter your credentials, and then select Sign in. 

    • If you’re authenticating using Basic Authentication, enter the domain for your environment, username, and password, and then select Create. 

    Once the connection is confirmed, a green checkmark appears. 

  5. Select Confirm. 

After you establish a successful connection, you can begin sending messages back and forth using the Copilot.

Next Steps

Embed your copilot within a CRM desktop. More information: