Copilot for Service: The Practical Features Your Sales Agents Will Actually Use
If your sales agents live in Outlook and Teams, Copilot for Service adds the right help at the right moment. It summarizes context, drafts replies, finds answers from your approved knowledge, and saves activities to your CRM without extra clicks.
Where It Appears
The Outlook add-in enables users to:
- See related cases, people, and past activity alongside the email.
- Click to summarize the thread and draft a reply that you can edit.
- Save the email or meeting back to CRM.
In Microsoft Teams, users can:
- Ask Copilot to capture decisions and action items during or after a meeting.
- Use recap to get who said what and next steps.
For those who aren’t using Dynamics 365 Customer Service but rather use non-Microsoft CRMs, you can use a Copilot widget inside of your Salesforce or ServiceNow. Service reps can ask questions, generate case summaries, write resolution notes and conversation summaries, write emails, and use phrases in Copilot to get responses from plugins.
Core Features for Speed Resolution
The focus on Copilot for Service is to get the right information to the agent to speed up case resolution. Here are some of the key features to support that.
Connect to your CRM system & view summaries:
- See important details about contacts, cases, and activities from your CRM system directly in Teams and Outlook
- Create new records with one click in the same app
- One-click summary of case or conversation history to speed handoffs and triage
Draft replies that stay on policy:
- Generate a reply, refine tone, and send from Outlook or your embedded CRM view
- Choose from a predefined response or category, or create your own prompt where Copilot generates suggested content
- Use Copilot-generated responses or refine and revise to build on suggestions, then tailor your replies until they suit your style
Grounded answers from your knowledge:
- Ask natural questions, as Copilot answers using approved sources you configure in Copilot Studio
Activity capture without busywork:
- Save emails and meetings directly to contacts, cases, or accounts
Knowledge Sources
Start with your most used FAQs, policy pages, and product documents. Add them as knowledge in Copilot Studio. You can connect Dynamics 365 content, SharePoint, websites, and external systems. Quality sources produce better answers. Current supported knowledge sources include:
- External public websites
- Internal documents (Dataverse)
- SharePoint
- Dataverse environments
- Enterprise data using connectors
Embedding your Copilot in company-approved knowledge sources puts AI at your fingertips, using only approved data to source it.
Final Thoughts
Copilot for Service is a fast win. You can put it in Outlook and Teams, connect a few solid knowledge sources, and let agents test it against one queue. By tracking response times and quality for two weeks, you can determine if you can expand based on whether you see gains. If you don’t see gains, then you can adjust the sources and prompts and try again. It’s simple, measurable, and focused on what helps agents ship work today.
