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Sign in to Service in Microsoft 365 Copilot from Outlook

In Outlook, select Service in Microsoft 365 Copilot to sign in and connect your CRM account. You can use the Copilot capabilities such as summarize and draft emails without signing in to your CRM. To use all its features, you need to sign in to Service in Microsoft 365 Copilot from Outlook.

Note

This feature is available only for customers in the United States.

Prerequisites

Switch environments and CRM

If you sign in to a Dynamics 365 environment (production or non-production) that has the Service in Microsoft 365 Copilot solution, you automatically sign in to your environment when you open the Service pane for the first time. The application displays the following details and options:

  • The environment you automatically signed in to when you have a single production or non-production environment or single production environment and multiple non-production environments. You can also change the environment or CRM.
  • The option to select and confirm the required environment, if you have multiple production and non-production environments or multiple non-production environments without a production environment.

The Environment list displays the friendly name, type (Production/Sandbox), and URL for each environment.

To sign in to Salesforce CRM, select Sign in to Salesforce® CRM, and then follow the steps in the wizard.

Note

Service in Microsoft 365 Copilot doesn't have access to data on your most frequently or recently used environment to automatically sign in. It gets a list of environments with the Service solution, and then signs you into the first environment in the list.

Sign in manually

You need to sign in manually if:

  • You use Dynamics 365 Customer Service and have signed out of your CRM from Service in Microsoft 365 Copilot
  • You use Salesforce CRM

To sign in manually, follow these steps:

  1. In the Service pane, select Sign in.

  2. Select Sign in to your CRM and then select one of the following options:

    • Salesforce CRM: Select your Salesforce environment, and then select Sign in. In the confirmation message, select Allow. Enter your Salesforce credentials, and then select Log In. Select Allow, and then select Allow access.
    • Dynamics 365: You’re signed in automatically using your Office credentials. Select your Dynamics 365 environment, and then select Get started.

    Your Dynamics environment matches the URL your browser shows when you sign in. For example, if the URL is serviceorg.crm.dynamics.com, select serviceorg.crm.dynamics.com in the list.

After you sign in, the Service pane shows your personalized action items and relevant CRM information.

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