How to enable Co-Pilot for dynamic 365 customer service

 

Copilot transforms the agent experience within Dynamics 365 Customer Service using AI technology. It offers immediate support for quicker issue resolution, improved case handling efficiency, and automation of time-consuming tasks, allowing you to concentrate on delivering top-notch service to your customers.

This article will explore the Copilot features designed for Dynamics 365 Customer Service.

  • ·      Enable Co-Pilot
  • ·       Copilot Case summary
  • ·       Ask a Question
  • ·       Draft an Email

Navigate to https://admin.powerplatform.microsoft.com/ and select your Environments and on the Generative AI features card, select Edit as shown below screen.

Review the terms of use and select the Move data across regions checkbox.


Next Navigate to Customer Service admin center and click on Productivity on left plan and select agree the terms check box and click on Option in button.

In Copilot help pane select Make copilot available and select below two options as shown in below screen and click on save.




·        Enable "Record agent interactions with AI, including agent actions and their feedback on AI suggestions."

Make Copilot available to agents.

For agents to be able to use the copilot features in Customer Service workspace, you need to enable the copilot features in agent experience profiles. By default, agents added to the out-of-the-box agent experience profiles can use the Copilot features.

If you'd like to limit the features that agents can use, you can create a custom agent experience profile and enable the required features.

Update the "Customer Services Workspace" (Agent experience -> Workspaces -> Agent experience profiles)


·        To enable copilot, we need to navigate to Productivity pane and enable it.

Productivity pane -> Enable Copilot


Note: You must turn on the Copilot help pane toggle to enable the Ask a question, scan customer conversation, and suggest a response, Write an email feature.


If other user need to access the Copilot we need to Assign roles and privileges for entities.

Out of the box, users with the Customer Service Representative role only can use the copilot features. Therefore, make sure that users with custom roles have the following privileges:

·        prvCreatemsdyn_copilotinteraction

·        prvAppendmsdyn_copilotinteraction

·        prvCreatemsdyn_copilotinteractiondata

·        prvReadmsdyn_copilotagentpreference

·        prvCreatemsdyn_copilotagentpreference

·        prvWritemsdyn_copilotagentpreference

·        prvReadmsdyn_appcopilotconfiguration

·        prvReadmsdyn_agentcopilotsetting

·        prvReadmsdyn_copilotsummarizationsetting

·        prvReadmsdyn_conversationinsight

·        prvWritemsdyn_copilottranscriptdata

·        prvAppendTomsdyn_copilottranscriptdata

·        prvReadmsdyn_copilottranscriptdata

·        prvCreatemsdyn_copilottranscriptdata

·        prvWritemsdyn_copilottranscriptdata

·        prvAppendmsdyn_copilottranscriptdata

·        prvIntelligenceUsage

If you open email record, Copilot will provide suggestions to assist you in composing your emails.


Choose the type of response that you want or enter a custom description.

Ask a question The existing published knowledge articles are used to form the answer. 

Before ask a question we need to create a knowledge articles record for related topics like Ex : I have crate for book a ticket and knowledge the status should be published.






Thank you...!

















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