Introduction

  • 3 minutes

Copilot in Dynamics 365 Customer Service gives service representatives AI assistance in Copilot Service workspace. It can answer questions from approved knowledge, draft customer responses, and summarize service context. These capabilities reduce the time representatives spend searching and assembling information, but useful results depend on deliberate configuration.

A functional consultant translates service requirements into Copilot settings. The configuration determines which experiences representatives can access, what information grounds generated content, how summaries present customer context, and what data the organization records for review.

Connect Copilot capabilities to service work

Copilot supports several common representative tasks:

  • Ask questions by using configured knowledge sources and filters.
  • Draft responses for email and supported digital conversations.
  • Summarize cases by using selected case fields, notes, emails, and related context.
  • Summarize conversations at configured points in a supported conversation lifecycle.
  • Suggest prompts and insights that help representatives investigate and progress customer issues.

Administrators can make Copilot available in a side pane or an immersive experience. They also configure the Customer Support agent, which controls instructions, knowledge, prompts, email behavior, and extensibility for representative-facing Copilot. Feature availability can vary by region, language, license, and release status.

Important

Copilot-generated content can be incomplete or inaccurate. Representatives remain responsible for reviewing generated answers, summaries, and drafts before they use them to make decisions or communicate with customers.

Configure trusted and governed assistance

Enabling a feature is only one part of a Copilot implementation. A functional consultant also plans controls that align the experience with organizational requirements:

  • Grounding controls which knowledge sources and records Copilot uses.
  • Access controls which representatives and experience profiles receive each capability.
  • Instructions and prompts guide the format and behavior of generated responses.
  • Summary settings control source data, exclusions, triggers, and output structure.
  • Governance and analytics support monitoring, evaluation, and responsible adoption.

This module covers these representative-facing Copilot settings, including custom app and form considerations. It doesn't cover how representatives perform each Copilot task, which the preceding case-management module introduces.

Distinguish Copilot from Case Management Agent

Copilot assists a representative with information and generated content during service work. Case Management Agent can perform configured case lifecycle tasks, including case creation, updates, resolution, follow-up, and closure. Because autonomous actions require different prerequisites, controls, and governance decisions, a separate module covers Case Management Agent configuration.

The next units explain how to enable Copilot, configure the Customer Support agent, control grounding and summaries, extend Copilot to custom experiences, and monitor usage.