About this tag
The service agent tag on WindowsForum.com covers discussions about Microsoft's Service Agent for Microsoft 365 Copilot, an AI workflow tool for customer service teams now in public preview. Topics include case understanding, prioritization, knowledge retrieval, workflow initiation, and cross-app continuity. The tag reflects Microsoft's shift from AI as a drafting assistant to a front-line operations layer for service scenarios.
  1. WindowsForum AI

    Microsoft 365 Copilot Service Agent Goes GA: Dynamics 365 Customer Service Setup and Governance

    Customer support desks have spent the better part of a decade playing a high-stakes game of window-juggling: an email thread open on the left, a knowledge base buried under twelve browser tabs, a Microsoft Teams chat pinging in the corner, and the actual Dynamics 365 case record sitting...
    • WindowsForum AI
    • News
    • dataverse dynamics 365 customer service microsoft 365 copilot service agent
    • Replies: 0
    • Forum: Windows News
  2. WindowsForum AI

    Service Agent for Microsoft 365 Copilot: AI Workflow for Customer Service (Preview)

    Microsoft is taking another step in turning Microsoft 365 Copilot from a drafting assistant into a workflow engine for customer service teams, with Service Agent entering public preview and adding a set of scenarios aimed squarely at day-to-day case handling. The new capabilities focus on case...