A manager complains that Copilot isn’t appearing in Word for a new employee. What should you check first?

Question breakdown

Tests

Troubleshoot Microsoft 365 Copilot prerequisites and licensing

Difficulty

Easy

Key idea: Copilot does not appear in Microsoft 365 apps unless the user has a Microsoft 365 Copilot license assigned.

How to reach the answer

1. The clue is a new employee, which points to account setup, especially license assignment.
2. The license is the first gate: without it, Copilot never shows, whatever the app version.
3. App build and update channel come second, after licensing is confirmed.
4. Local admin rights and the Exchange plan are not Copilot prerequisites.

Each option

• AIncorrect. A supported app build matters, but it is a secondary check after confirming the license.
• BIncorrect. Local administrator rights have no effect on whether Copilot appears in Word.
• CCorrect. A missing Copilot license is the most likely cause for a new user and the first thing to verify.
• DIncorrect. An Exchange Online Plan 2 mailbox is not what enables Copilot in Word.

Common trap: Updating Office (option A) feels like standard troubleshooting, but an up-to-date app still shows no Copilot without a license.

In practice: Help desks often get tickets saying Copilot is missing for new hires. The cause is usually that the user was left out of the group-based license assignment for the Copilot add-on.

Remember: If Copilot is missing for a user, check license assignment first, then the app version or update channel.

Official documentation: Microsoft 365 Copilot requirements

Drafted with AI assistance and checked against the answer key.