Deploy Copilot for Service

Copilot for Service is an app that integrates with Dynamics 365 Customer Service or Salesforce and uses AI to help customer service agents work more efficiently. It provides features that make common customer service tasks, such as saving Outlook interactions to your customer relationship management (CRM) system, viewing email and case summaries, and drafting responses, faster and easier.

You can install Copilot for Service from Microsoft AppSource and Microsoft Teams. This article explains how to deploy Copilot for Service in Outlook and Teams and configure it for different CRM environments.

Prerequisites

Before you can install Copilot for Service, make sure the following requirements are met:

• You must be a tenant administrator to install the integrated app from the Microsoft 365 admin center. To find out who is your tenant admin, see How do I find my Microsoft 365 admin?.
• You must be a Teams administrator to create a setup policy in the Teams admin center.
• Admins must assign the Copilot for Service license to each user who can use the app. To learn how to assign licenses from the Microsoft 365 admin center, see Assign licenses to users.
• Make sure that you are on the latest version of Outlook, Teams, or the Outlook Web application.

Deploy Copilot for Service

To deploy Copilot for Service in Customer Service or Salesforce CRM environments, follow these steps:

1. Deploy Copilot for Service in Outlook : Sign in to the Microsoft 365 admin center and follow the steps in Deploy your Office add-ins to deploy the Copilot for Service and Copilot for Service for Microsoft Outlook apps. The app is installed in Fixed mode by default. In Fixed mode, users receive the app automatically and can't remove it.
   Individual users can also install Copilot for Service from Microsoft AppSource and Microsoft Teams.
   

   Note

   • Copilot for Service accesses and manages the data in your CRM through the Copilot for Service for Microsoft Outlook add-in.
   • It may take up to six hours for Copilot for Service to appear in agents' Outlook ribbon. Agents receive a pop-up notification when their administrator installs a new app.

2. Install and pin the app in Microsoft Teams: When you install Copilot for Service as an integrated app, the app is enabled in Teams but not installed automatically. You need to go to the Microsoft Teams admin center and create setup policies to install and pin the app for your users. Pinning the app makes it easier for users to find and use it. To do this, follow these steps:

   • Sign in to the Teams admin center.
   • Follow the steps in Pin apps to pin the Copilot for Service app and then assign the policy to a user group (security group, organizational unit, or distribution list).

   Note

   • Copilot for Service app is supported in Teams only with the dark theme enabled.
   • When you assign a policy to a group, it should be the group that agents belong to. If your agents are spread across multiple groups, you'll need to create multiple group policy assignments.

3. Enable transcription in Teams: You must enable transcription for the Global (Org-wide default) policy in the Teams admin center to use the transcription feature in Copilot for Service. For more information, see Enable transcription in Teams.

4. Make sure that agents have the appropriate security roles.

5. Turn on AI features.

Set up your CRM environment

You need to configure your CRM environment to work with Copilot for Service. The steps you need to follow depend on the CRM environment you're using.

Dynamics 365 Customer Service

To save Outlook emails and meetings to Dynamics 365 Customer Service, server-side synchronization for emails and appointments must be turned on. Agents can turn on server-side sync for their own mailboxes the first time they save an Outlook activity to Dynamics 365 using Copilot for Service. You can simplify their experience by setting up server-side sync of emails and appointments for all Copilot for Service users ahead of time.

1. Set up server-side sync with Exchange Online.

2. If agents' replies to saved emails must also be saved to the CRM automatically, then in Customer Service > Settings > Personalization Settings > Email, Track, select any option other than No email messages.

3. Make sure that agents' mailboxes are configured, approved, and tested to use server-side sync for incoming email, outgoing email, and appointments.

Salesforce

Copilot for Service uses the Power Platform Salesforce connector to connect to Salesforce. To save Outlook emails and meetings to Salesforce, you must allow use of the Salesforce connector and make sure that the Power Platform-connected app is turned on in the CRM for Copilot for Service users.

1. In the Power Platform admin center, if data loss prevention policies are defined for the msdyn_viva environment, make sure that the Salesforce connector is on the allow list.

2. Sign in to Salesforce as an administrator.

3. Go to Setup > Platform Tools > Apps > Connected Apps > Managed Connected Apps.

4. Make sure that Microsoft Power Platform is listed under Connected Apps. If it isn't, go to the Connected Apps OAuth Usage page, and then select Install for Microsoft Power Platform.

5. Select Microsoft Power Platform in the Connected Apps list.

6. In OAuth Policies, make sure that the following values are set:

   • Permitted Users: Admin approved users are pre-authorized or All users may self-authorize

     If you select Admin approved users are pre-authorized, you must explicitly grant permissions to individual users through policies and permissions sets.

   • IP Relaxation: Relax IP restrictions

   • Refresh Token Policy: Refresh token is valid until revoked

7. In Session Policies, make sure that Timeout Value is set to None.

8. In Profiles or Permission Sets, add the appropriate profile or permission set for your users.

Next steps

• Roles and privileges required to use Copilot for Service
• Turn on AI features in Copilot for Service
• Customize forms and fields in Copilot for Service