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Adding knowledge sources enables you to provide business specific data which augments the responses of your agents. A key to improving actions is understanding how and when knowledge sources were used. Additionally, providing context or scoping to the knowledge sources can enhance the reliability of answers provided by your agent.
To access a list of suggested knowledge sources, select View suggestions on the Knowledge page.
From here, you can discover, search, and add sources:
The list contains the 100 most recently used knowledge sources.
On the Knowledge page, you can view analytic summaries about how the knowledge sources are used in your agent, including the following key metrics:
In addition, you can get advanced metrics by navigating to the Analytics page and viewing the Knowledge source use section.
Note
It can take up to one hour before questions from users are reflected in the metrics.
On the Knowledge page, you can access a fine-tuning tool, which allows you to define, in natural language, how your Dataverse table should be used.
On this page, you can review recent unanswered questions to better understand what needs to be updated. This process includes defining the precise attributes involved or adding instructions to shape responses when answering a specific question.
Note
It can take up to one hour before questions from users appear in the unanswered questions list.
To view conversation transcripts, you must have the Transcript viewer security role. Only admins can grant this role. For more information, see Assign the Transcript viewer security role during agent sharing.
The agent uses your custom knowledge source name to identify when to use that knowledge source. A topic is paired with this custom knowledge source, with the paired topic accessible on the Overview page or the Topics page. The information on this page allows you to fine-tune the trigger phrases of the paired topic to influence how it's targeted to certain types of questions. By default, we generate trigger phrases automatically based on the name of your custom Dataverse knowledge source and tables used by it.
Your agent uses Dataverse tables as knowledge sources. These tables contain the following:
The answers to questions about reservations must always consider the date, period, student name, facility name, city, and the price calculated based on the facility size.
You can enter the following instructions to define this business logic:
Assess availabilities looking into [Reservation.Period]
, [Reservation.Date]
, [Reservation.Accommodation (Facility).Name]
, [Reservation.Facility (Facility).City]
, and [Reservation.Student (Individual).Name]
.
Retrieve the [Category.Price]
corresponding to the [Reservation.Facility (Facility).Size]
in range of [Category.Min Size]
and [Category.Max Size]
.
When adding knowledge sources to your agent, you might not always control how the information evolves over time, or you might not fully trust this information. It's important to let your users know that they should consider answers with caution, and they should verify them when appropriate.
However, when you know that information from a specific a knowledge source goes through a strict verification process and is highly trusted, you can mark this knowledge source as an official source that can be used directly, without verification.
To mark a knowledge source as official, on the Knowledge page, select the menu icon (⋮) for the knowledge source, point to Official source and select Yes.
Note
This feature is not yet compatible with generative orchestration. If you want your agent to use official knowledge sources and mark them as such, turn off generative orchestration.
When an agent uses authoritative knowledge sources, the response starts with a distinctive indication.
Events
Powerful Devs Conference and Hack Together
Feb 12, 11 PM - Feb 28, 11 PM
Join the online conference and 2-week hackathon to explore building powerful solutions with Power Platform.
Register nowTraining
Module
Add knowledge sources to an agent - Online workshop - Training
Learn how to add knowledge sources to your Microsoft Copilot Studio.
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.