{"id":44633,"date":"2026-05-18T14:20:14","date_gmt":"2026-05-18T08:50:14","guid":{"rendered":"https:\/\/www.inogic.com\/blog\/?p=44633"},"modified":"2026-05-18T14:20:14","modified_gmt":"2026-05-18T08:50:14","slug":"enhancing-customer-service-operations-with-copilot-immersive-preview-in-dynamics-365","status":"publish","type":"post","link":"https:\/\/www.inogic.com\/blog\/2026\/05\/enhancing-customer-service-operations-with-copilot-immersive-preview-in-dynamics-365\/","title":{"rendered":"Enhancing Customer Service Operations with Copilot Immersive Preview in Dynamics 365"},"content":{"rendered":"

\"CopilotMicrosoft Dynamics 365 Customer Service provides AI-powered assistance through Copilot features that help customer service representatives improve productivity and streamline support operations.<\/p>\n

One of the latest additions is Copilot immersive (preview), which introduces a conversational workspace experience directly inside Dynamics 365 Customer Service.<\/p>\n

In this blog, we will explore how to enable Copilot immersive preview, configure the required settings, and test the conversational workspace experience.<\/p>\n

Key Takeaways<\/strong><\/span><\/h3>\n
    \n
  • Copilot immersive (preview) introduces a dedicated AI-powered conversational workspace inside Microsoft Dynamics 365 Customer Service.<\/li>\n
  • Customer service representatives can interact with AI conversationally while managing support cases.<\/li>\n
  • AI-generated summaries help reduce manual effort and improve case understanding.<\/li>\n
  • Integrated Copilot assistance minimizes context switching and improves productivity.<\/li>\n
  • Multiple Copilot agents, including Customer Support and Admin Management (Preview), support different operational scenarios.<\/li>\n<\/ul>\n

    Business Scenario<\/strong><\/span><\/h3>\n

    Consider a customer support representative handling a product damage complaint.<\/p>\n

    A customer creates a support case stating that the delivered product was damaged, and replacement assistance is required.<\/p>\n

    Traditionally, the support representative would need to:<\/p>\n

      \n
    • manually review case details<\/li>\n
    • understand the customer concern<\/li>\n
    • search related information<\/li>\n
    • prepare a response for the customer<\/li>\n<\/ul>\n

      With Copilot immersive preview, representatives can access a dedicated conversational AI workspace directly inside Dynamics 365 Customer Service to interact with AI assistance more efficiently.<\/p>\n

      The representative can:<\/p>\n

        \n
      • attempt case summarization<\/li>\n
      • review contextual information<\/li>\n
      • interact conversationally with AI<\/li>\n
      • receive AI-powered assistance<\/li>\n
      • streamline customer support interactions<\/li>\n<\/ul>\n

        What is Copilot Immersive Preview?<\/strong><\/span><\/h3>\n

        Copilot immersive preview provides a dedicated conversational AI workspace within Dynamics 365 Customer Service.<\/p>\n

        Unlike the traditional Copilot side pane, the immersive experience creates a focused interaction environment where service representatives can collaborate with AI while handling customer cases.<\/p>\n

        Key capabilities include:<\/strong><\/p>\n

          \n
        • a dedicated conversational workspace<\/li>\n
        • AI-powered customer service assistance<\/li>\n
        • contextual support interactions<\/li>\n
        • integrated Copilot experience inside Dynamics 365<\/li>\n<\/ul>\n

          Configuration Steps<\/strong><\/span><\/h3>\n

          Step 1 – <\/strong>Dynamics 365 Customer Service Admin Center<\/p>\n

          Navigate to:
          \n\u2192 Productivity
          \n\u2192 Copilot settings<\/p>\n

          \"Copilot<\/p>\n

            \n
          • Copilot settings page<\/li>\n
          • Both checkboxes enabled:\n
              \n
            • Copilot immersive (preview)<\/li>\n
            • Copilot side pane<\/li>\n<\/ul>\n<\/li>\n<\/ul>\n

              \"Copilot<\/h3>\n

              Testing the Feature<\/strong><\/span><\/h3>\n

              After enabling the configuration, Open Copilot workspace, Tab of Copilot will be visible in the Copilot Service Workspace<\/p>\n

              \"Copilot<\/p>\n

              A sample customer complaint case was opened to test the immersive experience.<\/p>\n

              Sample Case Details<\/strong><\/span><\/h3>\n

              Title<\/strong><\/p>\n

              Damaged product received<\/p>\n

              Description<\/strong><\/p>\n

              Customer reported about a damaged product. The customer requested replacement assistance and asked for resolution at the earliest.<\/p>\n

              The following prompts were tested:<\/p>\n

                \n
              • \u201cSummarize this case\u201d<\/li>\n
              • \u201cProvide issue summary\u201d<\/li>\n<\/ul>\n

                \"Copilot<\/h3>\n

                Testing Conversational AI Interaction<\/strong><\/span><\/h3>\n

                Additional prompts were tested inside the immersive conversational interface.<\/p>\n

                The system attempted to process contextual AI requests for:<\/p>\n

                  \n
                • Summarize high-priority cases. It should include an overall summary of all high-priority cases.<\/li>\n<\/ul>\n

                  \"Copilot<\/h3>\n

                  Business Benefits<\/strong><\/span><\/h3>\n\n\n\n\n\n\n\n\n
                  Capability<\/strong><\/span><\/td>\nBusiness Benefit<\/strong><\/span><\/td>\n<\/tr>\n
                  AI-generated summaries<\/strong><\/td>\nFaster case understanding<\/td>\n<\/tr>\n
                  Conversational assistance<\/strong><\/td>\nReduced context switching<\/td>\n<\/tr>\n
                  Knowledge suggestions<\/strong><\/td>\nFaster issue resolution<\/td>\n<\/tr>\n
                  Integrated AI workspace<\/strong><\/td>\nImproved productivity<\/td>\n<\/tr>\n
                  AI recommendations<\/strong><\/td>\nBetter customer support consistency<\/td>\n<\/tr>\n<\/tbody>\n<\/table>\n

                  Additionally, Available Copilot Feature<\/strong><\/span><\/h3>\n

                  During testing, multiple Co-pilot agents were available within the Copilot conversational workspace in the Home tab, including:<\/p>\n

                    \n
                  • Customer Support<\/li>\n
                  • Admin Management (Preview)<\/li>\n<\/ul>\n

                    These agents provide different AI-assisted conversational experiences inside Dynamics 365 Customer Service based on operational context and user requirements.<\/p>\n

                    The Customer Support<\/strong> agent is primarily focused on customer service interactions such as:<\/p>\n

                      \n
                    • case-related assistance<\/li>\n
                    • contextual customer support interactions<\/li>\n
                    • conversational AI support for service representatives<\/li>\n<\/ul>\n

                      The Admin Management (Preview)<\/strong> agent is designed to assist with administrative and management-oriented interactions within the Dynamics 365 environment. This preview agent helps users explore AI-assisted administrative guidance, productivity recommendations, and operational support through the conversational Copilot interface.<\/p>\n

                      The availability of multiple agents demonstrates how Copilot can support different business roles and scenarios using specialized conversational AI experiences.<\/p>\n

                      Configuration of Admin Management (Preview)<\/strong><\/span><\/h3>\n

                      The Admin Management (Preview) agent configuration is available within the Copilot service administration settings.<\/p>\n

                      To access the available agents:<\/p>\n

                      Dynamics 365 Customer Service Admin Center
                      \n\u2192 Productivity
                      \n\u2192 Copilot settings<\/p>\n

                      \"Copilot<\/p>\n

                      After enabling the available Copilot productivity features, the Admin Management (Preview) agent became accessible within the Copilot workspace under the \u201cAgents within Copilot\u201d section.<\/p>\n

                      \"Copilot<\/p>\n

                      Testing Admin Management (Preview)<\/strong><\/span><\/h3>\n

                      The Admin Management (Preview) agent was tested using management-oriented conversational prompts to explore the administrative AI assistance capabilities available within Dynamics 365 Customer Service.<\/p>\n

                      The following prompts were tested:<\/p>\n

                      \"Copilot<\/p>\n

                      \"Copilot<\/p>\n

                      Conclusion<\/strong><\/span><\/h3>\n

                      Copilot immersive preview enhances the customer service experience in Dynamics 365 by providing a conversational AI-driven workspace for support and administrative interactions. With features such as contextual assistance, AI-powered conversations, and multiple Copilot agents, the platform helps users streamline customer service operations and improve overall productivity.<\/p>\n

                      During testing, both Customer Support and Admin Management (Preview) agents demonstrated conversational AI capabilities for handling customer-service-related and operational queries within the workspace environment.<\/p>\n

                      Although the feature is currently in preview mode and may experience intermittent limitations, it highlights Microsoft\u2019s ongoing efforts toward building AI-powered and role-based conversational experiences within Dynamics 365 Customer Service.<\/p>\n

                      As Copilot capabilities continue to evolve, immersive AI workspaces are expected to become an increasingly important component of modern customer service and administrative operations.Top of Form<\/p>\n

                      FAQs<\/strong><\/span><\/h3>\n

                      1. What is Copilot immersive preview in Dynamics 365 Customer Service?<\/strong><\/p>\n

                      Copilot immersive preview is an AI-powered conversational workspace within Microsoft Dynamics 365 Customer Service that enables customer service representatives to interact with Copilot in a dedicated interface while handling support cases.<\/p>\n

                      2. How do I enable Copilot immersive preview in Dynamics 365?<\/strong><\/p>\n

                      To enable Copilot immersive preview:<\/p>\n

                        \n
                      1. Open Dynamics 365 Customer Service Admin Center<\/li>\n
                      2. Navigate to Productivity \u2192 Copilot settings<\/strong><\/li>\n
                      3. Enable:<\/li>\n<\/ol>\n
                          \n
                        • Copilot immersive (preview)<\/li>\n
                        • Copilot side pane<\/li>\n<\/ul>\n

                          3. What are the benefits of Copilot immersive preview?<\/strong><\/p>\n

                          Key benefits include:<\/p>\n

                            \n
                          • Faster case summarization<\/li>\n
                          • Reduced manual effort<\/li>\n
                          • Improved agent productivity<\/li>\n
                          • AI-powered conversational assistance<\/li>\n
                          • Better customer support consistency<\/li>\n
                          • Reduced context switching<\/li>\n<\/ul>\n

                            4. How does Copilot help customer service representatives?<\/strong><\/p>\n

                            Copilot assists representatives by:<\/p>\n

                              \n
                            • Generating case summaries<\/li>\n
                            • Providing contextual suggestions<\/li>\n
                            • Supporting conversational AI interactions<\/li>\n
                            • Recommending responses and actions<\/li>\n
                            • Improving issue resolution speed<\/li>\n<\/ul>\n