Dynamics Community Forum Thread Details

Copilot for service in Outlook included with Customer Service Enterprise?

Hi, I have Customer Service Ent, when I try to use Copilot in Outlook like Copilot for Sales, I get a message saying i dont have a license. I open a support ticket and they says I have to purchase a separate subscription for it?

On the license guide they mention Copilot for Service with the same statement of Copliot for sales, but Copilot for Sales is included in the Sales Enterprise subscription, so it is also the case for the Service one?

Microsoft 365 Copilot for Sales
Microsoft 365 Copilot for Sales is an AI assistant for sellers in Microsoft 365 that connects
to sales solutions to bring next-generation AI and CRM platform updates and insights
across productivity workflows. Subscriptions are licensed per user and include access to Microsoft 365 Copilot.
Purchase pre-requisites include Microsoft 365 Business Basic/Business Standard/Business
Premium/F1/F3/E3/A3/E5/A5; Office 365 F3/E1/E3/A3/E5/A5. Please refer to Product Terms for full list of prerequisites.
Note: Seller role-based specific product experiences and insights are only available via the role-based copilots
(RBCs). Seller role-based specific experiences and insights are not available with just the purchase of Microsoft
365 Copilot and Teams Premium.

Microsoft 365 Copilot for Service
Microsoft 365 Copilot for Service helps organizations boost agent productivity and deliver
compelling service experiences by modernizing existing contact centers with generative
AI. Subscriptions are licensed per user and include access to Microsoft 365 Copilot. Purchase pre-requisites
include Microsoft 365 Business Basic/Business Standard/Business Premium/F1/F3/E3/A3/E5/A5; Office 365
F3/E1/E3/A3/E5/A5. Please refer to Product Terms for full list of pre-requisites

On this link they mention the require to use it is Dynamics 365 Cusotmer Service enterpsie but do not mention outlook usage: Enable Copilot features in Customer Service | Microsoft Learn

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