In the Customer Service app a user can ask CoPilot questions that relate to Knowledge Base Article content and receive an AI reply based upon the Knowledge Base Article content in the system.

In the Field Service App the CoPilot functionality appears to be limited to counting records and similar basic actions except for Work Order summaries.

Technicians in Field Service would massively benefit from being able to ask questions and have AI responses from Knowledge Base Articles to assist them in resolving issues on machines.