Copilot – Create Knowledge Articles From Resolved Cases

Dynamics 365 Customer Service

New feature in Dynamics 365 Customer Service aids in knowledge article creation using copilot
Enable option in "Customer Service Admin Center" under "Agent experience" in knowledge option
Agents can create draft knowledge articles based on resolved cases
Feature uses Copilot to generate higher standard articles
Human agents can create cases and resolve them using Copilot
Proposed article from feature contained issue definition, resolution but lacked cause
Copilot is a much better option compared to the old convert approach
Knowledge manager can quickly create and publish useful articles to improve knowledge base

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