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Enable Copilot in Customer Service and Custom Apps (Dynamics 365)

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#configuration

#copilot

#productivity

Dynamics 365 Customer Service

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Nov 22, 2023

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Text

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AI Summary

  • The article discusses the features provided by Copilot (preview) for Dynamics 365 Customer Service, including Case Summary, Conversation Summary, Ask a question, Write an email, and Draft a chat response.
  • To enable Copilot, users need to navigate to Customer Service Admin Center, go to Agent Experience, select Productivity, and then click on Manage (Copilot help pane and Summaries).
  • In order to enable Copilot features for Customer Service outside the United States, users need to send an email to d365_csaipreview@microsoft.com with the Organization ID.
  • The Organization ID can be obtained from the Power Platform admin center for the environment.
  • For geographies outside the United States and Switzerland, users also need to enable Copilot and generative AI features by selecting Edit for Generative AI Features in the Power Platform admin center, checking the Move data across regions option, and enabling it.
  • Once the above steps are followed, the Copilot help pane is added in the Customer Service Hub app.
  • The same process can be followed for the Customer Service Workspace app by managing it in the corresponding Agent Experience profile.
  • Copilot can also be enabled for custom model-driven apps by adding the Settings >> Customer Service Copilot Enabled and setting the value as Yes for the corresponding app.

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