Copilot (preview) for Dynamics 365 Customer Service provides features such as Case Summary, Conversation Summary, Ask a question, Write an email, and Draft a chat response. To enable it, go to Customer Service Admin Center > Agent Experience > Productivity > Manage (Copilot help pane and Summaries). For geographies outside the United States, send an email to d365_csaipreview@microsoft.com with the Organization ID to enable the Copilot features. Once enabled, the Copilot help pane will be added to the Customer Service Hub and Customer Service Workspace apps. To enable Copilot for a custom model-driven app, go to Settings > Customer Service Copilot Enabled and set the value as Yes for the corresponding app.
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