This post will discuss the items you can configure and manage for Copilot in Customer Service for Dynamics 365.
1. Go to the Customer Service admin center model-driven app.
2. In the app, navigate to Productivity under the Agent experience section.
Now, there are tons of features you can turn on, off and configure additional details for. There are three items specific to Copilot in Customer Service:
- Copilot help pane: Let agents use AI and Copilot to find answers and respond to customers.
- Summaries: Let agents catch up on cases and live conversations using AI-generated summaries.
- Plugins for generative AI (Preview): Gives agents enhanced Copilot functionalities with plugins.
Copilot Help Pane
There are a number of items you can manage in this area of agent productivity:
- Write an email – Help Pane: Turn on to write an email response.
- Ask a question: Turn on to get an AI-suggested response during a customer chat.
- Knowledge sources: Turn on to enable knowledge sources to get relevant and accurate responses.
- One this is on, you can also add trusted webpages as sources.
- Agent experience data: Check the box in this section to record transcripts of interactions with Copilot, agent actions and feedback on AI suggestions.
- Filters: Set up and manage filters for Copilot using knowledge base fields.
Summaries
Under the Summaries heading, you can configure two things:
1. Case summaries: Make summaries available to agents. Also, manage data and add up to 10 email addresses to exclude from case summaries.
Managing data for case summaries lets you map data from Copilot to record types and data fields:
2. Agent experience data: Check the box in this section to record agent interactions with AI and their feedback on AI suggestions.
Plugins for Generative AI (Preview)
The final area where you can set up and configure Copilot functionality is enabling Copilot plugins for generative AI. Note that this feature is still in preview and is not intended to be used in a production environment yet. The pre-release documentation can be found here, and may change before official release.
If your organization has created plugins in the Copilot Studio, you can connect them here. These plugins supplement Copilot in Customer Service by brining together other services, automations, etc.
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