Dynamics 365: Setup Service Agent

Key insights

• Service Agent overview: Service Agent is a Copilot experience that links Dynamics 365 Customer Service case data, knowledge, and workflows into Microsoft 365 tools.
  It is now generally available and requires admin configuration before users can access it.
• Two-admin setup: A Microsoft 365 admin must enable and install the Service in the Microsoft 365 Copilot app and deploy related app experiences.
  A Dynamics 365 admin must add the Microsoft 365 Copilot application to the Dynamics environment and enable it in the model-driven app.
• Licensing and prerequisites: Users need a Dynamics 365 Customer Service license for case and knowledge access and a Microsoft 365 Copilot license for the full integrated experience.
  Premium actions may consume Copilot Credits, so license level determines available features.
• Configuration options: Configure the timeline experience, case grids, and forms to control what agents see and can act on.
  Ensure model-driven apps have Copilot enabled so users can access the features inside Dynamics.
• Controlled rollout best practices: Start with a limited pilot and use per-role, per-app-module, and per-queue access controls.
  Validate workflows and test write actions before wider deployment.
• Practical checklist: Confirm required licenses, install and enable the Copilot apps in Microsoft 365, apply Teams install/pinning policies, add Copilot to the Dynamics environment, enable it in model-driven apps, then pilot and monitor usage.
  Document expected behaviors and adjust access controls during the pilot.

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