Dynamics 365 Customer Service - Improve customer outcomes with Service Agent in Microsoft 365 Copilot

We are announcing the ability to improve customer outcomes with Service Agent for Microsoft 365 Copilot in Dynamics 365 Customer Service. This feature will reach general availability on June 30, 2026.

How does this affect me?
This feature enables you to bring the Microsoft 365 Copilot Chat experience directly into Dynamics 365 Customer Service. Supervisors, leads, and customer service representatives can get answers, summarize work, and take next steps using both Dynamics 365 data and Microsoft 365 context, without switching tools.

At general availability, users can start in Microsoft 365 Copilot Chat and:

• See and prioritize work, including workload details, top cases, and what needs attention.
• Retrieve case and customer interaction summaries to quickly understand service history and current context.
• Discover answers from support knowledge across Dynamics 365 and connected sources such as SharePoint.
• Draft customer communications and prepare next steps with Microsoft 365 context when relevant.
• Take action on cases through natural language, such as adding notes, updating status, and creating child cases.

What action do I need to take?
This message is for awareness, and no action is required.