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Write an email (Copilot) in Dynamics 365 Customer Service

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#agentexperience

#copilot

#email

#knowledgebase

Dynamics 365 Customer Service

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Dec 13, 2023

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AI Summary

  • The article discusses how the "Write an email" functionality of Copilot in Dynamics 365 Customer Service allows agents to quickly create responses for their emails.
  • To enable this functionality, users need to navigate to the Customer Service admin center, go to Agent experience, and then select Productivity and Copilot help pane (Manage).
  • In the Copilot help pane, users should check the "For email" option and save the settings.
  • Once enabled, the "Write an email" tab will be added to the Copilot help pane and will be available when working with email records.
  • When opening an email, predefined prompts such as "Suggest a call" and "Request more information" are provided, along with an option to describe the specific inquiry.
  • The example in the article shows the selection of the "Resolve the customer's problem" prompt.
  • As there is an associated case record related to average order shipment time, Copilot refers to the existing published Knowledge base articles specific to shipment to generate an appropriate response.
  • Agents can copy the response to an email, review and edit it if necessary, or start over and select a different prompt for a different response.

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