Chat with Copilot for Service data in Copilot for Microsoft 365 (preview)

  • Article

Important

  • This is a preview feature.
  • Preview features aren’t meant for production use and may have restricted functionality. These features are available before an official release so that customers can get early access and provide feedback.

This article explains how to use Microsoft 365 Copilot to chat with CRM data by using the Microsoft 365 Copilot for Service extension (preview). If your administrator has enabled the Copilot for Service extension (preview) in Microsoft 365 admin center, you can use it to query CRM data and access AI capabilities, such as case summaries.

The Copilot for Service extension (preview) works together with Copilot for Microsoft 365 to help you:

  • Deliver a consistent customer experience in every conversation with your customers.
  • Connect customer data and insights across the company.
  • Provide a natural user experience, in your tools of choice.

Note

This feature is currently only available for environments in the United States.

Prerequisites

To use CRM data with Microsoft Copilot, you must meet the following prerequisites:

Use the Copilot for Service extension (preview)

  1. Sign in to Copilot for Microsoft 365, and then in the chat flyout, select the Copilot for Service extension (preview) plugin.
  2. To add a new connection, select Connect.
  3. Refresh the chat to show the toggle name with the updated title: Customer Service extension (preview) - PowerPlatformConnector - {ConnectionId}
  4. Set the toggle to On.
  5. Begin using the chat to see the CRM data results.

Supported data types

Data that resides inside tables is referred to as structured data. Data that's present in static documents, such as Word and PDF files, is referred to as unstructured data. The Copilot for Service extension (preview) mainly supports structured data for now, and structured search queries are only available in Dynamics 365 applications.

Available out-of-the-box scenarios

If you have access to CRM data, you can turn on the plugin in Copilot for Microsoft 365 and query the data without leaving the tool. For querying using CRM data, the supported CRMs are Dynamics 365 applications. For case summary queries, the supported CRMs are Dynamics 365 and Salesforce.

Some examples of prompts are as follows:

  • Show me the case summary for case number CAS-01006-W8H5Q.
  • Show me the high-priority support tickets for Contoso coffee in the past 30 days.
  • Tell me if Contoso Coffee has active escalated cases in the past three months. If yes, show me the list.
  • What are the cases that missed their SLA in the past seven days?
  • Show me all my active cases.
  • Show me my cases due tomorrow.
  • Tell me about the details for case number CAS-01006-W8H5Q.
  • What is the resolution for case #abc?
  • Show me active high-priority support tickets for AgentName in the past 30 days.
  • Show me active escalated support tickets for AgentName in past 30 days.

Important

The AI-generated content is a suggestion. It's your responsibility to review and edit the suggested content to make sure it's accurate and appropriate before sharing the responses.

See also

Deploy the Copilot for Service extension