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Ask a Question (Copilot) in Dynamics 365 Customer Service

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#agentexperience

#copilot

#trusteddomains

Dynamics 365 Customer Service

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Dec 9, 2023

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  • The article discusses the functionality of the "Ask a question" feature within the Copilot help pane in Dynamics 365.
  • To enable this feature, users need to navigate to the Customer Service admin center, then go to Agent Experience > Productivity > Copilot help pane (preview) and check the "Make Copilot available to agents" option.
  • Once enabled, users can access the "Ask a Question" tab in the Copilot help pane within the Customer Service Hub or any other apps where Copilot is enabled.
  • Users can post specific questions related to a case they are working on.
  • The article provides an example of a question asked about defective items and shows the response received, along with the source from which the response was generated.
  • The Copilot feature uses internal (Published) Knowledge Articles to generate responses.
  • In addition to the internal Knowledge Base, up to 5 trusted domains can be configured to provide additional sources for generating responses.
  • The article concludes by providing a link to get more details about the Copilot functionality.Source: Plaza 365

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