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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 Release plans for Dynamics 365, Power Platform, and Copilot.
| Enabled for | Public preview | General availability |
|---|---|---|
| Users by admins, makers, or analysts | 
Dec 20, 2024 |
- |
Business value
The performance of Copilot depends on the quality of knowledge it accesses. With this feature, you can connect to different knowledge management platforms without ingesting content into the Dynamics 365 knowledge base. By expanding knowledge coverage, you improve the quality of Copilot responses and boost agents' experience and productivity.
Feature details
By using Knowledge Hub in Microsoft Copilot Studio, Dynamics 365 Customer Service lets admins set up knowledge management platforms that go beyond the Dynamics 365 knowledge base. This setup makes Copilot responses more relevant and useful.
This cohesive, intuitive, and high-performing solution improves customers’ Copilot experience by searching, consolidating, and summarizing knowledge from multiple sources. To enable it, administrators select Knowledge Hub as a knowledge source option in the Customer Service admin center. They follow the instructions in the Knowledge Hub to configure their preferred knowledge sources. After configuration, the new knowledge source content powers the Copilot experience in Dynamics 365 Customer Service.
Geographic areas
Visit the Explore Feature Geography report for Microsoft Azure areas where this feature is planned or available.
Language availability
Visit the Explore Feature Language report for information on this feature's availability.
Related content
Enable knowledge sources from Microsoft Copilot Studio (docs)