Use Copilot features in non-Microsoft CRMs

Microsoft 365 Copilot for Service offers real-time AI support within non-Microsoft CRM systems, enhancing your ability to manage cases and interactions effectively. Copilot helps you resolve issues more swiftly, allowing you to provide increased value to your customers.

You can use the following Copilot features when you use Copilot for Service:

• Ask a question
• Generate case summary
• Generate resolution notes for cases
• Generate conversation summary for closed conversation
• Write an email

Sign in to a non-Microsoft CRM and launch Copilot for Service. The Copilot help pane appears. You can select the following tabs:

• Ask a question - Ask a question conversationally, generate case summary, resolution notes, and conversation summary.
• Draft an email - To generate an email response with the Copilot email assist.

Ask a question

Copilot serves as your collaborative partner, assisting in answering questions without the need for manual searches. It swiftly gathers information, creates case summaries, and provides essential details about case data—all within a single interface. Learn more in Ask a question .

Generate case summary

In a non-Microsoft CRM, the case summary appears as a card on the Ask a question tab in the Copilot help pane. Copilot generates case summaries based on the following case information for the corresponding CRMs:

• Salesforce - Copilot generates the case summary based on the case fields and activities associated with the case. The case summary includes the following information:

  • Case fields - Case ID, description, subject, priority, type, customer name, case URL, email, and product name if the customer service representative has access.
  • Text post - ID, Title, body, createddate
  • Comment - ID, body, createddate
  • Email - ID, body, lastmodifieddate, fromaddress, toaddress.

• ServiceNow - Copilot generates the case summary based on the incident data and activities that are attached with the incident. The case summary includes the following information:

  • Incident data - incident ID, description, short description, priority, type, customer name, incident URL, email, and notes.
  • Work notes and comments - ID, TextContext, Created Date.
  • Email - ID, Body, Created Date, FromAddress, ToAddress You can copy the summary, refresh it, and provide feedback.

Generate resolution notes

Copilot creates resolution notes by analyzing case details, emails, and associated notes, aiding in quicker closure of cases or incidents. The generated summary outlines the issue, root cause, troubleshooting steps, and the solution offered. You can copy the summary, refresh it, and provide feedback.

1. Select the required case.
2. Select the embedded Copilot. The Copilot help pane appears
3. In the Ask a question tab, select Generate resolution notes. The conversation summary appears as a card in the help pane.

Generate conversation summary

In a non-Microsoft CRM, you can generate the conversation summary for closed conversations. Follow this process.

1. Select the required conversation.
2. Select the embedded Copilot. The Copilot help pane appears
3. In the Ask a question tab, select Summarize conversations. The conversation summary appears as a card in the help pane.

You can copy the summary, refresh it, and provide feedback.

Write an email with Copilot

When you draft customer emails, Copilot can offer suggestions to make them clear, concise, and compelling.

Always review the response Copilot generates before you send the email to the customer.

Learn more in Write an email with Copilot.

Understand how Copilot supports different languages

Copilot generates responses to questions that customer service representatives (service representatives or representatives) ask and supports the case and conversation summary features in multiple languages.

The key features are as follows:

• Copilot detects your UI language and generates responses from cases and conversations in the language present in the UI.
• Copilot uses those knowledge articles that are tagged with the language that's same as the UI language to generate responses.
• When the input text contains mixed languages, Copilot generates responses in your UI language.
• Copilot tries to generate responses in your preferred UI language even if that isn't an officially supported language.

Learn more about the scenarios in Understand how Copilot supports different languages.