Handle conversations in Copilot Service workspace

Module
10 Units

Intermediate

Business User

Functional Consultant

Dynamics 365

Customer Service

Copilot Service workspace gives service representatives a multisession experience for receiving, handling, and completing customer conversations. This module explains how representatives preserve context, collaborate, and use Copilot-generated summaries throughout the conversation lifecycle.

Learning objectives

This module explains how to:

Receive conversation work and manage representative presence.
Manage sessions, application tabs, and conversation tools.
Use customer and case context in Active Conversation.
Consult, transfer, end, and wrap up conversations.
Use and review Copilot-generated conversation summaries.

Prerequisites

Basic knowledge of Dynamics 365 Customer Service, customer engagement channels, cases, queues, and unified routing

Introduction min
Receive conversation work and manage presence min
Manage sessions and application tabs min
Communicate with customers min
Use customer and case context min
Consult, transfer, and collaborate during conversations min
Close, end, and wrap up conversations min
Use Copilot during conversations min
Module assessment min
Summary min

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