2024 Wave 2: Copilot for Service
This article discusses the new features for Copilot for Service in the 2024 Wave 2 release of Dynamics 365. One of the new features is the ability to connect Copilot for Service to ServiceNow's CRM in Outlook and Teams, providing more options for organizations. Another feature is the ability to query over CRM data in Microsoft Copilot, allowing agents to ask questions about service data in their CRM tables. Copilot for Service is also getting smarter with a new feature that suggests scheduling a meeting based on the email context in Outlook. Additionally, there is a feature that provides a meeting summary and follow-ups to create CRM tasks after a Microsoft Teams meeting ends. These features are listed separately from the Dynamics 365 Customer Service license and may require additional licensing.
Article 8m
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