If you see the classic editor option missing, while creating the pipeline, it is because it would be disabled in the organization settings. To enable it navigate to Organization Settings

Using the Write an email functionality of Copilot in Dynamics 365 Customer Service, the agents can quickly create responses, which they can use for their email. To enable it navigate

Agents can use the “Ask a question” functionality from within the Copilot help pane, to ask questions for quick resolution of the case. To enable it navigate to Customer Service

We can make use of copilot to summarize the cases. It applies to cases that are canceled and resolved also. To enable it Navigate to the Customer Service admin center

Copilot (preview) for Dynamics 365 Customer Service provides the following features – To enable it, navgiate to Customer Service Admin Center >> Agent Experience >> Productivity >> Manage (Copilot help