Microsoft to shutter Smart Assist in Dynamics 365 Customer Service this year, urging users toward Copilot

Microsoft has alerted Dynamics 365 Customer Service customers that they will be losing the Smart Assist feature by the end of 2025.

The feature set has been superseded by Copilot tools, the company says.

Smart Assist in the Dynamics 365 Customer Service Omnichannel app offers contextual insights to agents, both for related knowledge base articles and similar cases. Capabilities can also include guidance on personalized offers, and help connecting an agent with other experts in the organization. It can be enabled across channels and is driven by messages sent by the agent. 

“Service reps can use Copilot to find similar cases and knowledge articles to resolve cases,” wrote Rushil Vora, Program Manager for Dynamics 365 Customer Service in a blog post announcing the change.