Copilot transforms the agent experience within Dynamics 365 Customer Service using AI technology. It offers immediate support for quicker issue resolution, improved case handling efficiency, and automation of time-consuming tasks, allowing you to concentrate on delivering top-notch service to your customers.
This article will explore the Copilot features designed for Dynamics 365 Customer Service.
- Enable Co-Pilot
- Copilot Case Summary
- Ask a Question
- Draft an Email
Navigate to https://admin.powerplatform.microsoft.com/ and select your Environments and on the Generative AI features card, select Edit as shown below screen.
![Generative AI features card]()
Review the terms of use and select the Move data across regions checkbox.
![Generative AI features]()
Next, Navigate to Customer Service admin center click on Productivity on the left plan and select agree the terms check box, and click on the Option in button.
![Customer Service admin center]()
In the Copilot help pane select Make Copilot available and select below two options as shown in the below screen and click on Save.
![Copilot help pane]()
![Copilot help pane]()
- Enable "Record agent interactions with AI, including agent actions and their feedback on AI suggestions.”
![Record agent interactions with AI, including agent actions and their feedback on AI suggestions]()
Make Copilot available to agents.
For agents to be able to use the copilot features in Customer Service workspace, you need to enable the copilot features in agent experience profiles. By default, agents added to the out-of-the-box agent experience profiles can use the Copilot features.
If you'd like to limit the features that agents can use, you can create a custom agent experience profile and enable the required features.
Update the "Customer Services Workspace" (Agent experience -> Workspaces -> Agent experience profiles)
![Customer Services Workspace]()
- To enable copilot, we need to navigate to Productivity pane and enable it.
Productivity pane -> Enable Copilot
![Enable Copilot]()
Note: You must turn on the Copilot help pane toggle to enable the Ask a question, scan customer conversation, and suggest a response, Write an email feature.
![Copilot Enable Feature]()
If other user need to access the Copilot we need to Assign roles and privileges for entities.
Out of the box, users with the Customer Service Representative role only can use the copilot features. Therefore, make sure that users with custom roles have the following privileges:
- prvCreatemsdyn_copilotinteraction
- prvAppendmsdyn_copilotinteraction
- prvCreatemsdyn_copilotinteractiondata
- prvReadmsdyn_copilotagentpreference
- prvCreatemsdyn_copilotagentpreference
- prvWritemsdyn_copilotagentpreference
- prvReadmsdyn_appcopilotconfiguration
- prvReadmsdyn_agentcopilotsetting
- prvReadmsdyn_copilotsummarizationsetting
- prvReadmsdyn_conversationinsight
- prvWritemsdyn_copilottranscriptdata
- prvAppendTomsdyn_copilottranscriptdata
- prvReadmsdyn_copilottranscriptdata
- prvCreatemsdyn_copilottranscriptdata
- prvWritemsdyn_copilottranscriptdata
- prvAppendmsdyn_copilottranscriptdata
- prvIntelligenceUsage
If you open email record, Copilot will provide suggestions to assist you in composing your emails.
![Copilot email composition]()
Choose the type of response that you want or enter a custom description.
![Copilot email composition]()
Ask a question. The existing published knowledge articles are used to form the answer.
Before asking a question we need to create a knowledge articles record for related topics, For Ex: I have to book a ticket and knowledge the status should be published.
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Thank you..!