Enable Copilot in Customer Service and Custom Apps (Dynamics 365)

Copilot (preview) for Dynamics 365 Customer Service provides the following features –

Case Summary
Conversation Summary
Ask a question
Write an email
Draft a chat response.

To enable it, navgiate to Customer Service Admin Center >> Agent Experience >> Productivity >> Manage (Copilot help pane and Summaries)

Check the required Copilot help pane settings and save.

Similarly for Summaries

For geographies outside the United States, to enable the Copilot features for Customer Service, we need to send an email to d365_csaipreview@microsoft.com with the Organization ID to enable the preview.

We can get the Organization ID from the Power Platform admin center for the environment.

As our environment was in the Australia region, we followed the same and within the next day, we got a response from Microsoft that it had been enabled in our Environment.

https://learn.microsoft.com/en-us/dynamics365/customer-service/administer/configure-copilot-features?WT.mc_id=DX-MVP-5002876#enable-public-preview-for-geographies-outside-of-united-states

As per the email, the next step is to Enable copilots and generative AI features outside the US and Switzerland, for this again open the environment in the Power Platform admin center, and select Edit for Generative AI Features.

Check the Move data across regions option and enable it. (We need Global Admin or Power Platform admin role to enable it)

Once we have followed the above steps it adds the Copilot help pane in the Customer Service Hub app.

Similarly, for the Customer Service Workspace app, we can manage it in the corresponding Agent Experience profile.

Navigate to the Agent Experience >> Workspaces >> Manage (Agent Experience profiles)

We can see the Copilot AI features section (below is the out-the-box Customer Service workspace – default profile), we can accordingly update the corresponding agent experience profile(s) records configured/used for the agents.