Set up Copilot for Service

Copilot for Service provides an embedded conversation widget that allows customer service representatives (service representatives or representatives) to use the Copilot features to quickly resolve customer issues directly from any non-Microsoft customer relationship management (CRM) system.

Prerequisites

1. Obtain an active subscription of Microsoft 365 Copilot for Service license from the Copilot for Service website.
2. In Microsoft 365 admin center, make sure that you have created users and assigned licenses for users.

Create a new environment

In Power Platform admin center, perform the steps in create an environment with the following information:

• Set the Enable Dynamics 365 apps toggle to Yes.
• Set the Automatically deploy these apps option to Copilot for Service.

The setup can take several minutes. The application provisions the channel in the background. You can close the window and check after some time, or refresh it to see if it's complete. Once the environment is created, you can access Copilot for Service using the Environment URL provided in the environment details.

Access the app

You can configure the features available for service representatives in the AI agent in Copilot Service admin center app. The app is automatically installed in all the Copilot for Service organizations. You can sign in to Dynamics 365, and on the apps page, select Copilot Service admin center.

Set up Copilot embeddable widget

In the Home page of Copilot Service admin center, select View for Set up Copilot embeddable widget to set up the Copilot for Service agent that you can then embed in your non-Microsoft CRM system. Learn more in Configure Copilot for Service agent