Discover knowledge content with Copilot
Important
This content is archived and is not being updated. For the latest documentation, go to Overview of Dynamics 365 Customer Service. For the latest release plans, go to Dynamics 365, Power Platform, and Cloud for Industry release plans.
| Enabled for | Public preview | Early access | General availability |
|---|---|---|---|
| Users by admins, makers, or analysts | 
May 20, 2023 |
- | - |
Business value
Agents spend a lot of time searching across multiple knowledge sources, consulting with subject matter experts to troubleshoot customer issues. With this feature, agents can troubleshoot issues faster through a conversational chat experience with Copilot.
Feature details
Copilot can diagnose customer problems, use the organization’s internal knowledge and vast amounts of data from trusted websites, and supply the agent with an appropriate solution to share with the customer. Copilot analyzes customer data to identify patterns, anticipate customer needs, and make suggestions to the agent on how to best handle each interaction.
With this powerful tool at their disposal, agents can handle more queries in less time, increase efficiency, and improve the overall customer experience. Because agents are in the loop every step of the way, they are in full control of using AI to drive their productivity. Agents can verify the responses, check the resources, and personalize the message to match the customer’s specific needs to ensure their satisfaction and optimal experience.
The conversational Copilot experience is available across all engagement channels. With the upcoming release, agents can do the following:
- Link a Copilot conversation to a case automatically.
- Refer the Copilot conversations that can now be stored in Dataverse.
- Use the responses that are generated off of Dynamics 365 knowledge articles, external sources via knowledge integration, and trusted public websites.
Geographic areas
This feature will be released into the following Microsoft Azure geographic areas:
- Germany
- Switzerland
- United Arab Emirates
- United States
- Europe
- Asia Pacific
- United Kingdom
- Australia
- South America
- Canada
- India
- Japan
- France