Chat with Service in Microsoft 365 Copilot data (preview)

This article explains how to use Microsoft 365 Copilot to chat with CRM data by using the Service in Microsoft 365 Copilot extension (preview). If your administrator has enabled the Service in Microsoft 365 Copilot agent (preview) in Microsoft 365 admin center, you can use it to query CRM data and access AI capabilities, such as case summaries.

The Service in Microsoft 365 Copilot extension (preview) works to help you:

• Deliver a consistent customer experience in every conversation with your customers.
• Connect customer data and insights across the company.
• Provide a natural user experience, in your tools of choice.

Prerequisites

To use CRM data with Microsoft Copilot, you must meet the following prerequisites:

• Your administrator must deploy the Service in Microsoft 365 Copilot extension. More information: Deploy the Service in Microsoft 365 Copilot extension
• You must sign in to the Service in Microsoft 365 Copilot chat in Outlook. More information: Sign in to Service in Microsoft 365 Copilot in Outlook

Use the Service in Microsoft 365 Copilot extension (preview)

1. Sign in to Microsoft 365 Copilot, and then in the chat flyout, select the Service in Microsoft 365 Copilot extension (preview) plugin.
2. To add a new connection, select Connect.
3. Refresh the chat to show the toggle name with the updated title: Customer Service extension (preview) - PowerPlatformConnector - {ConnectionId}
4. Set the toggle to On.
5. Begin using the chat to see the CRM data results.

Supported data types

Data that resides inside tables is referred to as structured data. Data that's present in static documents, such as Word and PDF files, is referred to as unstructured data. The Service in Microsoft 365 Copilot extension (preview) mainly supports structured data for now, and structured search queries are only available in Dynamics 365 applications.

Available out-of-the-box scenarios

If you have access to CRM data, you can turn on the plugin in Microsoft 365 Copilot and query the data without leaving the tool. For querying using CRM data, the supported CRMs are Dynamics 365 applications. For case summary queries, the supported CRMs are Dynamics 365 and Salesforce.

Some examples of prompts are as follows:

• Show me the case summary for case number CAS-01006-W8H5Q.
• Show me the high-priority support tickets for Contoso coffee in the past 30 days.
• Tell me if Contoso Coffee has active escalated cases in the past three months. If yes, show me the list.
• What are the cases that missed their SLA in the past seven days?
• Show me all my active cases.
• Show me my cases due tomorrow.
• Tell me about the details for case number CAS-01006-W8H5Q.
• What is the resolution for case #abc?
• Show me active high-priority support tickets for AgentName in the past 30 days.
• Show me active escalated support tickets for AgentName in past 30 days.

See also

Deploy the Service in Microsoft 365 Copilot extension