Copilot – Filters

Dynamics 365 Customer Service

Microsoft Dynamics 365 Customer Service apps now offer the ability to define filters for copilot answers.
Filters can be used to tailor copilot answers, such as including only published articles or the latest versions.
Organizations with multiple product sets or brands can filter results to show only articles related to a specific brand.
The options to manage copilot filters are located in the customer service admin center under "Copilot Help Pane" and "Manage Filters."
Preset filters can restrict knowledge articles for suggested answers and email responses, allowing for customization based on internal or external use.
Agent filters can be controlled by agents while reviewing copilot results, with changes taking time to sync due to Dataverse Search.
Filters in the customer service workspace and hub apps allow for filtering results based on article titles or custom fields like "Product Area."
Automatic filters can filter results based on fields in a case or other tables, allowing for automatic filtering based on case details like product area.

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