Let's explore the possibilities offered by Copilot for Service
- Similar to sales, we also have the option to use two solutions Dynamics 365 App for Outlook or Copilot for Service.
- In Customer Service, the main difference is the part related to Generative AI (see table below for more details)
- In Customer Service, it will be necessary to customize the system (forms, table properties, and environment) for both Dynamics 365 App for Outlook and Copilot for Service to enable record editing directly from Outlook.
- For Copilot for Service, it is necessary to purchase a license, which costs $50 per user.
- If the client already has Copilot for Microsoft 365, then the cost is $20 per user.
Additional Information
- Apart from supporting Generative AI, there is another technical difference between the two approaches – forms. The Dynamics App for Outlook, when displaying a CRM form in Outlook, relies on the Quick Create Form. On the other hand, Copilots (Sales and Service) use their own forms, set up from the Copilot settings in MS Teams.
- Copilot for Sales and Service only support personal mailboxes; there is no option to support a shared mailbox.
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