Microsoft 365 Alert – Service Degradation – Microsoft Copilot (Microsoft 365) – Users are seeing under reported, inaccurate, or temporarily missing Copilot for Sales data in Microsoft Viva Insights – RESOLVED

Announcements Shagufta Naaz

25/02/2026 8:38:00 AM

NHSmail Reference: INC46758274

Microsoft Reference: CP1238578

Issue Status: RESOLVED

Issue Description: Users are seeing under reported, inaccurate, or temporarily missing Copilot for Sales data in Microsoft Viva Insights.

More info: This affects the following three Copilot for Sales adoption metrics:

– Generate email draft actions taken using Copilot for Sales
– Review CRM record summary actions taken using Copilot for Sales
– Create CRM record actions taken using Copilot for Sales

Those without a premium Copilot for Sales license aren’t included in analysed population.

Final Update: 24/03/2026 09:02:00 AM– After some unexpected delays caused by an unrelated problem, Microsoft expect that their fix deployment will begin by the end of the day today, and they anticipate that it’ll complete to resolve this issue by their next scheduled update.

Scope of impact: Your organisation is affected by this event, and users that access Copilot for Sales data in Microsoft Viva Insights are impacted.

Root cause: An upstream service change created mapping issues, which is causing impact.

Next steps: Microsoft help help prevent similar impact in the future, they are further working with the upstream service to understand how their change caused these mapping issues.