Microsoft 365 Copilot for Service
Microsoft 365 Copilot for Service pulls case history, knowledge base articles, and SLA data into one AI assistant inside Teams, Outlook, and your CRM, so agents get case summaries and next-best actions instead of hunting across systems. Helping someone shouldn't begin with an expedition through six tabs.
Why Microsoft 365 Copilot for Service
Service Agent with customer context close at hand
Microsoft’s current documentation calls this Service Agent and describes it across Microsoft 365 Copilot and Dynamics 365 Customer Service. It can retrieve and work with service information when administrators enable the experience, configure the environment, and connect approved knowledge sources. TruNova helps service and IT teams shape a careful path from case work to useful assistance.
What you can do with Microsoft 365 Copilot for Service
CRM-aware AI.
Contextual assistance that understands your service setup, whether Dynamics 365 Customer Service or Salesforce.
Knowledge from conversation.
Copilot listens to support threads and suggests solutions in real time.
Smart agent workflows.
Auto-generates follow-up emails, updates case statuses, or escalates issues with prompts built into the agent’s workflow.
Governance built in.
Enterprise-level controls and compliance rules are part of the experience, not bolted on after the fact.
Sound familiar?
When Microsoft 365 Copilot for Service is worth a closer look
Start with the work that needs to change. These are useful reasons to assess the fit.
- Service representatives work with Dynamics 365 Customer Service and need case, customer, interaction, or knowledge context in the service experience.
- Microsoft 365 and Dynamics 365 administrators can define the environment, data sources, roles, and actions that are in scope.
- Service leaders can establish review habits for summaries, suggested replies, knowledge answers, and supported case actions.
What changes for your team
| Pain point | The fix | The result |
|---|---|---|
| Agents dig through notes to resolve a case | Instant case summaries with next-best steps | First-contact resolution without the extra research |
| Helpdesk responses feel robotic or slow | Auto-drafted, personalized responses based on case context | Faster, more empathetic replies |
| SLAs get missed due to manual tracking | Copilot surfaces alerts and deadlines proactively | Fewer breaches, better service reliability |
| Support data is scattered across multiple systems | One AI assistant connected across apps | Less time switching between tabs |
Microsoft 365 Copilot for Service with TruNova
The partner behind the implementation
TruNova helps with service workflow discovery, Customer Service and Copilot configuration, knowledge and data connections, training, and ongoing support.
Separate software from services
Software pricing and implementation costs
Older materials may call this Copilot for Service. Current Microsoft documentation uses Service Agent and describes configuration in Customer Service and Microsoft 365 Copilot. Confirm the current license combination, environment, region, and connected data entitlements before purchase.
| Plan or option | Published US price | Billing and scope |
|---|---|---|
| Microsoft 365 Copilot | $30.00 | US user/month, paid yearly. A qualifying Microsoft 365 subscription is required for the licensed Copilot experience. |
| Service Agent | Pricing requires confirmation | Current Microsoft documentation describes Service Agent in Microsoft 365 Copilot and Dynamics 365 Customer Service, with specific licensing and environment requirements. It does not establish a separate current standalone list price for the older Copilot for Service label. |
| Dynamics 365 Customer Service access | Requires confirmation | Customer Service licensing, environment configuration, user roles, knowledge sources, and Microsoft Product Terms determine the connected service data access. |
US pricing checked September 7, 2026. Overview of Service Agent Enable Service Agent Service Agent in Microsoft Copilot Microsoft 365 Copilot enterprise pricing Prices, availability, taxes, and regional terms may vary.
What changes the implementation budget?
- The Customer Service environment, Microsoft 365 Copilot license, Service app installation, roles, knowledge sources, and configured actions.
- Case types, queues, service level definitions, data quality, escalation paths, and the customer information representatives should see.
- The rollout group, admin ownership, representative training, response review, support process, and change communication.
Software fees do not include TruNova implementation services. Our estimate tool provides an initial planning range. We confirm scope, dependencies, and pricing during discovery.
Works with your wider business
Keep the tools. Connect the work.
Dynamics 365 Customer Service
Service Agent uses configured Customer Service cases, customer records, interactions, and knowledge sources when the environment and roles support the scenario.
Power Automate
Assess notifications, routing, and follow through for supported service workflows after queues, permissions, exceptions, and ownership are documented.
Power BI
Align service measures, queue definitions, and workload reporting so Copilot assisted work sits alongside a consistent operational view.
Where this shows up
Industries that use this most: financial services, healthcare and life sciences, manufacturing, professional services, retail and e-commerce.
Questions about Microsoft 365 Copilot for Service
Before you decide
Is Copilot for Service now called Service Agent?
Current Microsoft documentation uses Service Agent and describes it in Microsoft 365 Copilot and Dynamics 365 Customer Service. Older material may use Copilot for Service, so confirm the current offer and licensing terms with Microsoft or your partner before budgeting.
What does Service Agent need before representatives can use it?
Microsoft documents administrator steps for installing the Service app, enabling Microsoft 365 Copilot in the Customer Service environment, configuring access, and selecting data sources. Discovery confirms the case model, knowledge sources, roles, and review steps for the service team.
Can Service Agent work with our existing knowledge base?
It may use connected knowledge sources such as Dataverse, SharePoint, and Microsoft 365 when configured for the environment. We first identify the sources, ownership, freshness, access rules, and review process before recommending a connection or content cleanup.
Work with TruNova
Where are you starting?
Start
Outgrown the tools you have? Let us plan the next system around your team.
Optimize
Already using the tools? Let us help with the steps that still take too much work.
Rescue
In the middle of an implementation that is going wrong? Bring us what is stuck.
Support and ongoing education for your system and your team.
Already using Microsoft 365 Copilot for Service? The $4,000 System optimization review covers one application over two weeks, with up to five priority pain points and a report with cost estimates. Implementation of recommendations is a separate project.
What could your project cost?
Wondering what it would take? Tell the estimate tool a little about your team and your systems for an initial planning range. We can talk through the details together.
A starting point for planning. We confirm scope and pricing during discovery.