Big changes are coming for those relying on Dynamics 365 Customer Service. Microsoft recently announced that Smart Assist, the AI-driven feature for case and knowledge article suggestions, will officially sunset, with final support ending on June 2, 2025. For any organization leveraging these tools, this isn't just a post-it-note-worthy moment—this is a full-on shift in workflow planning. If you're currently accustomed to Smart Assist doing some of the heavy lifting for your customer service reps, now is the time to plan and pivot.
Let’s break down what’s changing, why it’s significant, and how you can prepare to make the most of your Dynamics 365 capabilities going forward.
Here’s a clear timeline to clarify how Microsoft is phasing out Smart Assist:
In a dynamic customer service field, the challenge of reducing wait times and improving first-call resolution is paramount. Smart Assist helps address these needs by arming CSRs with relevant context without requiring manual lookup or guesswork. Sounds like the perfect virtual colleague, doesn’t it?
Well, not anymore—for one very important reason.
For Microsoft, Smart Assist has simply reached its expiration date in terms of innovation. Continuing to invest in it would limit their larger AI strategy, which pivots around broader and deeper machine-learning integrations like Copilot. By eliminating redundancy and focusing on a unified solution, Microsoft ensures users get access to evolving tools that stay ahead of the AI curve.
So, what makes Copilot worth the switch? Let's break it down:
Instead of simply surfacing past cases or articles, Copilot uses advanced algorithms to infer actionable next steps, significantly boosting productivity.
So, what are your thoughts? Does Copilot spark excitement or skepticism? Share your migration plans—or concerns—on the forum!
Source: Microsoft End of support for Smart Assist case and knowledge suggestions - Microsoft Dynamics 365 Blog
Let’s break down what’s changing, why it’s significant, and how you can prepare to make the most of your Dynamics 365 capabilities going forward.
What’s Shutting Down and When?
Here’s a clear timeline to clarify how Microsoft is phasing out Smart Assist:- January 21, 2025: Microsoft informed affected customers about the deprecation of Smart Assist.
- February 10, 2025: Smart Assist will no longer be a feature in new Dynamics 365 environments as Microsoft halts development and hides it from available capabilities.
- June 2, 2025: Final official product support for Smart Assist ends.
- December 31, 2025: End of life—Smart Assist will be entirely removed from all Dynamics 365 Customer Service environments.
What Is Smart Assist, and Why Does It Matter?
For those who are new to the Dynamics 365 ecosystem, Smart Assist is an AI-powered feature in Dynamics 365 Customer Service. It helps customer service representatives (CSRs) by automatically surfacing similar cases and relevant knowledge articles to address customer issues faster. Think of it as a digital sous-chef for your support team—efficient, resourceful, and unobtrusive.In a dynamic customer service field, the challenge of reducing wait times and improving first-call resolution is paramount. Smart Assist helps address these needs by arming CSRs with relevant context without requiring manual lookup or guesswork. Sounds like the perfect virtual colleague, doesn’t it?
Well, not anymore—for one very important reason.
Why Is Smart Assist Being Discontinued?
It’s all about evolution. Microsoft has made it clear that Copilot, its newer AI-enhanced assistant, is the future for Dynamics 365 users. According to Microsoft, Copilot offers more advanced features, including extended AI-driven capabilities that go beyond what Smart Assist could do. From intuitive case management to AI-generated recommendations, Copilot is positioned as the logical upgrade for businesses expecting more from their customer service platforms.For Microsoft, Smart Assist has simply reached its expiration date in terms of innovation. Continuing to invest in it would limit their larger AI strategy, which pivots around broader and deeper machine-learning integrations like Copilot. By eliminating redundancy and focusing on a unified solution, Microsoft ensures users get access to evolving tools that stay ahead of the AI curve.
Enter the Era of Copilot: Why You Should Switch
Just as Microsoft has been encouraging users to upgrade from legacy systems to modern equivalents (e.g., Unified Service Desk to Customer Service Workspace), the same approach applies here. If you’re still on the Smart Assist train, now’s the time to seriously consider Copilot.So, what makes Copilot worth the switch? Let's break it down:
1. Enhanced Case and Knowledge Suggestions
Copilot takes “case suggestions” to the next level by leveraging AI models that recognize contextual patterns in a case or a conversation, delivering smarter, more accurate results. Whether your rep is managing an ongoing case in Dynamics 365 Customer Service or working within the Dynamics 365 Contact Center, Copilot does the heavy lifting.Instead of simply surfacing past cases or articles, Copilot uses advanced algorithms to infer actionable next steps, significantly boosting productivity.
2. Seamless Integration
Microsoft has baked Copilot more deeply into the Dynamics ecosystem. Want to build generative AI plugins or use it with extensible frameworks? Easy. Copilot isn’t just a tool—it’s a platform that integrates smoothly with Copilot Studio. You can:- Customize case recommendations.
- Build AI-powered bots for knowledge base searches.
- Automatically generate content for documentation and training based on resolved cases.
3. Automation with a Pinch of Intelligence
One of Copilot’s new offerings is its “ask-a-question” feature. The AI assistant scans the context of a conversation and proactively suggests knowledge articles and case solutions. Essentially, it becomes a superpowered co-pilot for your reps, ready to address common bottlenecks like redundant workflows or inefficient manual searches.4. Better Support for Custom Integrations
If your business relies on custom solutions, Microsoft’s focus on Copilot extensibility and the enabling of plugins mean you can:- Transition smoothly from Smart Assist.
- Build custom capability integrations tailored to your workflows.
- Gain access to advanced add-ons and tools to meet new demands.
Different Transition Approaches: What Are Your Options?
Looking ahead, Microsoft has laid out a path for organizations that need to transition from Smart Assist to alternatives. Mirroring its AI evolution, Microsoft segments the transition into Good, Better, and Best categories based on how much effort and customization are involved. Here’s what you need to know:Good
If you’re looking for minimal disruption:- Use standard case search grids in Dynamics to find similar issues.
- Perform manual knowledge searches to discover articles and resources.
Better
For mid-tier adopters wanting more enhanced search automation:- Build custom plugins within Copilot Studio to adopt Copilot’s generative AI functionality.
- Design a Knowledge Base (KB) smart bot to quickly provide suggestions.
Best
Ready to go all-in? This one’s for advanced users who want to excel:- Deploy Customer Knowledge Management Agents to extract, document, and archive knowledge artifacts from resolved cases.
- Use Copilot’s ask-a-question feature for the ultimate boost in context-driven AI assistance.
Final Thoughts: The Road to Smarter Support
If you're a business embracing AI—not just as a buzzword but as the driver of better experiences—Microsoft's move to retire Smart Assist is just the start of a bigger story. Copilot represents a paradigm shift towards smarter and more adaptable customer service workflows. Now is the perfect time for businesses to assess their customer service tools, understand the benefits Copilot offers, and plan a seamless migration before Smart Assist is officially laid to rest in 2025.So, what are your thoughts? Does Copilot spark excitement or skepticism? Share your migration plans—or concerns—on the forum!
Source: Microsoft End of support for Smart Assist case and knowledge suggestions - Microsoft Dynamics 365 Blog
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