Introduction
Dynamics 365 Customer Service provides AI assistance for representatives and AI agents that can perform configured case-management tasks. Copilot can answer questions from approved knowledge, draft customer responses, and summarize service context. Case Management Agent can create, update, resolve, follow up on, and close cases within configured boundaries. Useful results from both types of AI depend on deliberate configuration.
A functional consultant translates service requirements into AI settings. The configuration determines which experiences representatives can access, what information grounds generated content, which case actions an AI agent can perform, when human confirmation is required, 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.
- Automation settings control which case-management actions an AI agent performs and when a representative must confirm them.
- 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. The Customer Support agent controls that representative-facing Copilot behavior. Case Management Agent can perform configured case lifecycle tasks, including case creation, updates, resolution, follow-up, and closure.
These capabilities require different controls. A representative reviews Copilot output before using it, while Case Management Agent can act with human confirmation or, for supported processes, autonomously. A functional consultant therefore defines automation levels, conditions, permissions, monitoring, escalation, and validation for each enabled Case Management Agent capability.
The next units explain how to enable AI features, configure Case Management Agent and Customer Support agent, control grounding and summaries, extend Copilot to custom experiences, and monitor usage.