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Important
Some of the functionality described in this release plan has not been released. Delivery timelines may change and projected functionality may not be released (see Microsoft policy). Learn more: What's new and planned
| Enabled for | Public preview | General availability |
|---|---|---|
| Users by admins, makers, or analysts | 
Mar 31, 2026 |
Jun 2026 |
Business value
Bring the familiar Microsoft 365 Copilot Chat experience directly into Dynamics 365 Customer Service, so 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.
Feature details
Microsoft 365 Copilot Chat is becoming a consistent way that users interact with AI across Microsoft experiences. With this update, that same chat experience is available in Dynamics 365 Customer Service, with service-aware grounding and workflows.
Service users can start in Microsoft 365 Copilot Chat and then:
- See and prioritize work (for example, top cases and what needs attention).
- Draft customer communications and prepare next steps with Microsoft 365 context when relevant.
- Identify trends and operational signals across cases to help supervisors and leads intervene earlier.
- Discover answers from support knowledge.
Geographic areas
Visit the Explore Feature Geography report for Microsoft Azure areas where this feature is planned or available.
Language availability
Visit the Explore Feature Language report for information on this feature's availability.