Service

Service synthesizes vast amounts of data already available from trusted knowledge sources to enhance customer experiences and boost agent productivity. Without costly rip and replace efforts, Service provides flexibility to quickly begin realizing the benefits of bringing data from existing investments in CRM and contact center solutions such as Salesforce. Service brings AI capabilities such as case summary, drafting an email, and chat with copilot when embedded in CRM. Additionally, Service works in Microsoft Outlook and Microsoft Teams providing capabilities such as email summary, case summary and edit/update to CRM records and since Service is included ins Microsoft 365 Copilot license, service representatives are equipped more broadly with productivity enhancements in their flow of work across the tools agents already use every day, such as Outlook and Teams.

A Microsoft 365 Global Administrator is required to install and set up Service. Service also requires a paid license to access the app capabilities. For more details, please visit the Service website or contact your Microsoft representative.

Service allows administrators and users to access content and share data outside of Microsoft 365, including with third-party CRM services. Such data sharing is subject to Microsoft and applicable third-party CRM terms and conditions. Data sharing is not enabled until administrators and users in your organization consent to connect their Microsoft work or school account with their CRM account.

Service for Microsoft Teams will have permission to participate in Teams meetings and collect Teams meetings data such as meeting recordings and transcripts. [Click here](https://go.microsoft.com/fwlink/?linkid=2259507) for more information to get started with Service.