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copilot features in customer service

Hi,

I already having D365 customer service enterprise license. How to add the copilot feature in the productivity pane. In customer service admin center i do not find any option. Is any add-on required ?

Hi,

We analyzed the information you provided and then checked the relevant official documents, and here are some suggestions we summarized based on the official documents.

First of all, please make sure that your environment's data processing and storage region is the U.S. This feature is currently in preview, if you enable the public preview for regions outside the U.S., follow the steps in the link below.
https://learn.microsoft.com/en-us/dynamics365/customer-service/configure-copilot-features#enable-public-preview-for-geographies-outside-of-united-states

Second, you will need to enable the Co-Pilot Summary or Co-Pilot Help Pane in Customer Service.

The above are just some simple suggestions, please refer to the official documentation at the link below for more details.
Enable Copilot features in Customer Service (preview) | Microsoft Learn

I hope my answer is helpful to you! If you have any other questions, please feel free to contact me.

Best Regards,
Rudy Zhang

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