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Compare Copilot feature availability

Use the following table to compare Copilot features in Dynamics 365 Customer Service and the standalone and embedded experiences in Dynamics 365 Contact Center.

Feature Dynamics 365 Customer Service Dynamics 365 Contact Center—standalone experience Dynamics 365 Contact Center—embedded experience
Filter knowledge articles to generate responses Yes No No
Translate Copilot responses Yes Yes Yes
Use auto prompts based on case data Yes No Yes
Use auto prompts based on conversation data Yes Yes Yes
Use proactive prompts based on case data Yes No Yes
Use proactive prompts based on conversation data Yes Yes Yes
View case summary inline on cases Yes No No
Customize data Copilot uses for case summaries Yes No No
Generate conversation summaries Yes Yes Yes
Customize conversation summaries Yes Yes Yes
Summarize closed conversations in non-Microsoft CRMs No No No
View custom record summaries Yes No No
Summarize cases in non-Microsoft CRMs No No Yes
Generate resolution notes No No Yes
Write an email from Copilot help pane Yes Yes Yes
Use Copilot email assist from email editor Yes Yes No
Translate copilot generated email drafts Yes Yes Yes
Internal knowledge sources used to draft emails Yes Yes Yes
Modify the fields used to draft emails Yes Yes No
Use an internal knowledge base as a knowledge source Yes Yes Yes
Enable knowledge sources from Microsoft Copilot Studio (preview) Yes Yes Yes
Add trusted webpages as sources Yes Yes No
Use Copilot to generate knowledge drafts from cases (preview) Yes No No
Ask about case data Yes No No
Use targeted phrases in Copilot to get responses from plugins (preview) Yes Yes Yes
Use Copilot analytics Yes Yes No

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