End of support for Smart Assist case and knowledge suggestions
As Copilot in Dynamics 365 Customer Service continues to improve, it offers a better alternative for case and knowledge suggestions than Smart Assist. Therefore, starting June 2, 2025, we will no longer support case and knowledge suggestions via Smart Assist in Dynamics 365 Customer Service. We strongly encourage customer service organizations to turn on Copilot capabilities to replace Smart Assist.
Copilot capabilities in Dynamics 365 Customer Service and Dynamics 365 Contact Center help customer service representatives provide quick, efficient customer service. Service reps can use Copilot to find similar cases and knowledge articles to resolve cases.
Key dates
- Disclosure date: January 21, 2025
We sent communications to affected customers that we are deprecating Smart Assist in Dynamics 365 Customer Service. - Deprecation date: February 10, 2025
Microsoft no longer invests in Smart Assist capabilities, and it is hidden from new environments. - End of support: June 2, 2025
Microsoft no longer provides product support for Smart Assist. - End of life: December 31, 2025
Microsoft removes Smart Assist from all Customer Service environments.
Next steps
We recommend customer service organizations that are using Smart Assist capabilities turn on Copilot to enhance customer service rep productivity. We are continuously updating and enhancing Copilot to provide the best customer support.
Starting June 2, 2025, we will no longer provide support for Smart Assist. We will continue to support the Dynamics 365 Customer Service and Dynamics 365 Contact Center applications, and there will be no change to product availability.
To help with this transition and prevent potential interruption of service, we recommend using the following options:
| Case suggestions | Knowledge suggestions | |
| Good | Leverage standard case search grid views to identify similar cases. Manage cases with case grids | Microsoft Learn | Leverage standard knowledge search to discover similar knowledge articles. Search knowledge articles | Microsoft Learn |
| Better | Build a custom case plugin using Copilot Studio extensibility or smart assist bot framework. Enable plugins for generative AI (preview) | Microsoft Learn; Build a smart assist bot | Microsoft Learn | Build a custom smart assist bot for KB recommendations. Build a smart assist bot | Microsoft Learn |
| Best | Leverage the Customer Knowledge Management Agent to automatically scan resolved cases and create knowledge artifacts with their solutions for use through ask-a-question. | Use Copilot’s ask-a-question feature to detect the context of cases/conversations and suggest relevant knowledge. |
Please contact your Success Manager, FastTrack representative, or Microsoft Support if you have any additional questions.
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