Use Copilot to generate knowledge drafts from cases
Important
This content is archived and is not being updated. For the latest documentation, go to Welcome to 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 | 
Apr 8, 2024 |
- | - |
Business value
Copilot for knowledge in Customer Service helps organizations reduce time, effort, and expertise that's required to generate content using AI with human authors in the loop. Organizations can enhance agility, credibility, and quality of knowledge drafts, and accelerate the time to publish.
Feature details
Copilot for knowledge in Customer Service empowers support agents to swiftly draft knowledge articles using case data and send them to knowledge reviewers for publishing. This will help to reduce the gap between knowledge consumers and knowledge creators by democratizing the process of knowledge curation directly in the case workflow, thereby accelerating time to publish.
Geographic areas
This feature will be released into the following Microsoft Azure geographic area:
- United States