Connecting customer engagement sources in Copilot for Service

Copilot for Service supports the following third-party customer engagement services and can generate answers using them based on your existing knowledge sources.

Salesforce

With Copilot for Service, you can create a copilot that connects to a Salesforce Knowledge search. Copilot for Service automatically creates a copilot and use Generative Answers to summarize the knowledge base search to the user.

Prerequisites - Salesforce

• An active Salesforce account with the Salesforce Knowledge component set up with a knowledge base.
• An account for Copilot for Service.

Create a Copilot for Service copilot and connect to a Salesforce Knowledge search

Step 1: Select Salesforce as the knowledge base provider and sign in

Note

Known issue: The Salesforce Connector security token might expire, resulting in an HTTP error 401 in the chat. To fix the error, you can repeat step 1 to add a new connection or edit your settings and save to reauthorize your credentials.

1. Create a new copilot. If you need a guide to create one, see Quickstart - create and deploy an agent-facing copilot.
2. Open your copilot and select the Content sources tab to go to the Content sources page.
3. Select + Add a third party service under Customer engagement services.
4. Select Salesforce as your Customer engagement service.
5. Follow the steps to sign in with your username and password to connect with Salesforce.

Step 2: Configure Salesforce Knowledge search parameters

The following configurations filter the knowledge base to expose your intended subsection of articles to the user or agent.

1. Select the language of the knowledge base articles.

   Note

   The language must be supported by Salesforce Knowledge. To select a language, see Support a Multilingual Knowledge Base.

2. Select the appropriate channel:

   • App: Visible in the internal Salesforce Knowledge application
   • Pkb: Visible in the public knowledge base
   • Csp: Visible in the Customer Portal
   • Prm: Visible in the Partner Portal
   • Default: Defaults to the Salesforce user's context

3. (Optional) Define Categories to refine your filter. Categories are in map JSON format {“group1”:”category1”,”group2”:”category2”,...} and default to None.
   Category group must be a unique category pair, otherwise you see ARGUMENT_OBJECT_PARSE_ERROR. There's a limit of three data category conditions, otherwise you see INVALID_FILTER_VALUE.

4. (Optional) Select a pageSize.
   The pageSize attribute is the maximum number of articles the knowledge base search should return. number defaults to 20. A valid range can be anywhere from 1 to 100.

5. (Optional) Define article order.
   You can choose either ASC or DESC, but the default is DESC. The order is only valid when sort is valid.

6. (Optional) Define the sort. You can sort by one of these field names: LastPublishedDate, CreatedDate, Title, ViewScore. The default is LastPublishedDate for relevance in a query search.

Step 3: Choose whether or not to fetch article details

You can select to only use the article list and summary or you can include the article detail.

Note

Selecting to fetch the article detail helps provide a more accurate and complete answer provided by Generative Answer. However, you might see a performance reduction with the additional API call that gets article detail.

Step 4: Create your copilot

Select Finish to create your copilot.

ServiceNow

With Copilot for Service, you can create a copilot that connects to a ServiceNow Knowledge Management search and use Generative Answers to summarize the knowledge base search to the user.

Prerequisites - ServiceNow

• An active ServiceNow account with the Knowledge Management component and a knowledge base setup.
• A developer instance with the Knowledge Management component, which comes with preloaded sample data.
• A ServiceNow Bot Interconnect application.

  Note

  ServiceNow Vancouver or later required.

• An account for Copilot for Service.

For more information on the ServiceNow integration with Bot Interconnect, see Using Microsoft Power Virtual Agents as a secondary bot with Virtual Agent Bot Interconnect.

Note

If you don't have a Copilot for Service account or a copilot, see the Quickstart - create and deploy an agent-facing copilot.

Create a Copilot for Service copilot and connect to a ServiceNow Knowledge Management search

Step 1: Select ServiceNow in Copilot for Service and sign in

1. Create a new Copilot for Service copilot.
2. Open your copilot and select the Content sources tab to go to the Content sources page.
3. Select + Add a third party service under Customer engagement services.
4. Select ServiceNow as your Customer engagement service.
5. Follow the steps to sign in with your username and password to connect with ServiceNow.

Step 2: Configure ServiceNow Knowledge Management search parameters

The following configurations filter the knowledge base to expose your intended subsection of articles to the user or agent.

1. Select Knowledge base enabled.

2. Select Article count to choose the number of knowledge management articles you want from ServiceNow.

3. (Optional) Define an article filter condition.

   For example, to add the term windows to every user query, you can use a string like short_descriptionLIKEwindows. This filter condition makes sure that if a question comes through such as How do I set up a VPN?, copilot only suggests answers that contain the word windows.

   For more information on the available search operations, see ServiceNow Knowledge Management REST API

4. (Optional) Specify the Knowledge Management list.

   Here you see a comma-separated list of knowledge base sys_ids that restrict a search. Use this list to limit the types of content your copilot can access. To find your sys_id, visit the record of any Knowledge Management knowledge base and consult the Unique record identifier (sys_id) article.

Step 3: Create your bot

Select Finish to create your bot.

Zendesk

With Copilot for Service, you can create a bot that connects to Zendesk's knowledge base search and use Generative Answers to summarize the knowledge base search to the user.

Prerequisites - Zendesk

• An active Zendesk account with the knowledge base component and a set-up knowledge base.
• An account for Copilot for Service.

Create a Copilot for Service copilot and connect to a Zendesk knowledge base search

Step 1: Select Zendesk Copilot for Service and sign in

1. Create a new Copilot for Service copilot.
2. Open your copilot and select the Content sources tab to go to the Content sources page.
3. Select + Add a third party service under Customer engagement services.
4. Select Zendesk as your Customer engagement service.
5. Follow the steps to sign in with your username and password to connect with Zendesk.

Step 2: Configure Zendesk

The following options are available for a Zendesk connector:

Knowledge base enabled - Uncheck this option to temporarily remove the data source from your copilot's runtime.