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Dynamics 365 Community / Forums / Service | Customer Service, Contact Center, Fie... / Smart Assist is not ac...
Service | Customer Service, Contact Center, Fie...
Suggested Answer

Smart Assist is not activated

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Posted on by FB-07011219-0 2

Hi,

I would like to activate Smart Assist in my Customer Service Workspace. All AI settings are also enabled in the Admin Center, but Smart Assist still shows that suggestions are not activated.

Thank you in advance for your responses.

Screenshot 2026-01-07 134421.png
Categories:
Dynamics 365 Customer Service
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  • Suggested answer
    Robert Bailey Upzoids Profile Picture
    Robert Bailey Upzoids 35 on at
    Heads up: Smart Assist apparently is retired by Microsoft (end of support June 2, 2025,)!?  I actually had no idea until i looked into it myself but it still shows up in productivity pane.

    so in 2026 those cards often won’t activate even if AI settings are toggled on maybe.....terrible UX.  

    In my past experience though getting the feature to work requires a lot of data.  You need to have a large volume of cases (100s? 1000s?) and knowledge articles otherwise the feature simply never worked.

    another possiblity is you need the right security roles (i think you need productivity tools roles).

    edit: found source: https://www.microsoft.com/en-us/dynamics-365/blog/it-professional/2025/01/28/end-of-support-for-smart-assist-case-and-knowledge-suggestions/
     

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