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Important
The 2024 release wave 2 plan covers all new functionalities planned to be delivered to market from October 2024 to March 2025. In this article, you'll find the product overview and what's new and planned for Microsoft 365 Copilot for Service.
Overview
Microsoft 365 Copilot for Service helps organizations quickly realize the benefits of generative AI by extending their existing investments in CRM and contact center solutions. It enhances customer experiences and boosts agent productivity. Copilot unlocks an organization’s trusted knowledge to accelerate onboarding and case resolution. It improves efficiency and automates tasks for agents in their flow of work. The experience spans agent desktops of choice, such as Salesforce, and the other tools agents already use every day, like Outlook and Teams, with the inclusion of Copilot for Microsoft 365.
For more information about Microsoft 365 Copilot for Service, see:
- Microsoft 365 Copilot for Service
- Microsoft 365 Copilot for Service Guided Tour
- Microsoft 365 Copilot for Service documentation
Updates to Microsoft 365 Copilot for Service 2024 release wave 2
Investment areas
Copilots embedded in CRM systems
Organizations don't need costly development time or rip-and-replace efforts. They just point to their data—such as public websites, SharePoint, knowledge base articles, and offline files—and in a few minutes create a copilot that unlocks generative AI-powered conversations across all their data. They can also use the built-in integrations for Salesforce, ServiceNow, Genesys, and Zendesk.
The copilot embedded in a CRM representative's desktop accelerates onboarding and case resolution. It improves efficiency and automates tasks so that representatives can focus on customers.
To learn more about the entire set of capabilities being delivered during this release wave, check out the release plan for Microsoft 365 Copilot for Service below:
For application administrators
User-impacting features to the user experience enabled automatically
User-impacting features should be reviewed by application administrators. This facilitates release change management and enables successful onboarding of new capabilities released to market. For the complete list, look for all features tagged "Users, automatically" in the release plan.
Features that must be enabled by application administrators
This release wave contains features that must be enabled or configured by administrators, makers, or business analysts to be available for their users. For the complete list, look for all features tagged "Users by admins, makers, or analysts" in the release plan.
Get the most out of Microsoft Copilot for Service
| Helpful links | Description |
|---|---|
| Release plan | View all capabilities included in the release. |
| Licensing | Improve your understanding of how to license Microsoft Copilot for Service. |
| Product documentation | Find documentation for Microsoft Copilot for Service. |
| User community | Engage with Microsoft Copilot for Service experts and peers in the community. |
| Upcoming events | Find and register for in-person and online events. |
| Product trials | Get started with Microsoft Copilot for Service. |