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Applies to: Dynamics 365 Contact Center—standalone and Dynamics 365 Customer Service only
Your customer service representatives rely on data and information from a wide variety of systems. With plugins, you can reduce the need for customer service representatives to switch to other tabs and tools to do their work and improve resolution time and customer satisfaction.
Important
Make sure the following prerequisites exist:
With prompt plugins, you can connect Copilot to Dataverse, and let your customer service representatives (service representatives or representatives) securely access data.
Use the following information:
Generate content or extract insights with AI Builder prompts to create a prompt plugin.
Note
Make sure that the prompt description is unique for Copilot to identify the right plugin at runtime.
The Configure settings for the prompt plugin section in this article to turn on the plugin in the admin app.
In the site map of Customer Service admin center, do one of the following steps to access the plugins:
Select Manage.
On the Plugins for generative AI (Preview) page, select a prompt plugin and then select Turn on on the command bar.
Select Next and on the Plugin data screen, select Store this plugin's data. The data is stored in your Dataverse database as part of your service representative interactions with Copilot as chat transcripts. Learn more in Copilot transcripts and interaction data.
Important
Irrespective of whether you select the checkbox, Copilot Studio saves all the plugin data as part of agent conversation transcripts. Microsoft doesn't have access to this information.
Select Turn on plugin.
Select Publish changes on the alert message at the top of the page, and select Confirm on the confirmation dialog that appears. It can take up to 15 minutes for the changes to publish.
Use the custom connector to create a connector plugin for non-Microsoft solutions like order management. Copilot can then access the relevant data, such as the order details for an order ID that the service representative provides.
Use the following information:
Custom connector to create a custom connector in Power Automate.
Author a connector action to configure the plugin action.
The Configure settings for the custom connector section in this article to turn on the plugin in the admin app.
On the Select user authentication dialog, select the ellipsis (…) button in Set up a link to the connector, and then select the required connection. A green check mark indicates that the data source is successfully connected.
In User authentication, select one of the following options:
On the Manage user access screen, select one of the following access types:
Select Next.
On the Define inputs(optional) screen, provide the input to improve the answers that Copilot generates.
In Responses, select Don't summarize plugin responses if you don't want Copilot to interpret the answers and instead present the entire response that's available in the plugin.
Select Next and on the Save plugin data in Dynamics 365 screen, select Save this plugin's data in Dynamics 365 Copilot transcript. The data is stored in your Dataverse database as part of your service representative interactions with Copilot as chat transcripts. Learn more at Copilot transcripts and interaction data.
Important
Irrespective of whether you select the checkbox, Copilot Studio saves all the plugin data as part of agent conversation transcripts. Microsoft doesn't have access to this information.
Select Turn on plugin.
Use the options on the command menu to manage the plugins. The edit button lets you update the plugin settings and publish the changes. You can't change any settings while the publish is in process.
You can also author plugin actions in Copilot Studio to use certified connectors. For example, the connector for Salesforce or DocuSign that's available in Power Automate can let Copilot access the relevant data based on service representative input.
Use targeted phrases in Copilot to get responses from plugins (preview)
FAQ for Copilot
Configure Copilot in Customer Service
Responsible AI FAQ for Copilot in Customer Service
Events
Power BI DataViz World Championships
Feb 14, 4 PM - Mar 31, 4 PM
With 4 chances to enter, you could win a conference package and make it to the LIVE Grand Finale in Las Vegas
Learn moreTraining
Learning path
MS-4010 - Build plugins and connectors for Microsoft 365 Copilot - Training
The training course covers the fundamentals of Microsoft 365 Copilot extensibility, introducing Copilot's role in enhancing productivity through declarative agents, connectors, and plugins. Readers will learn about ways to customize Microsoft 365 Copilot with new skills and knowledge through declarative and custom engine agents. The course also guides learners on choosing the right development approach, whether pro-code or low-code/no-code, to build tailored AI solutions that leverage the Microsoft 365 ecos
Certification
Microsoft Certified: Dynamics 365 Customer Service Functional Consultant Associate - Certifications
Improve business processes for customer service functions, such as automatic case creation and queue management with Microsoft Dynamics 365 Customer Service.