Introduction

  • 3 minutes

Customer conversations often move through several people, records, and communication channels before an issue is resolved. Service representatives need a workspace that keeps the customer, conversation, and case context together while they manage concurrent work.

Copilot Service workspace provides a multisession experience for this work. When a representative accepts an incoming conversation, the workspace starts a session, opens the communication panel, and displays the Active Conversation page. The representative can communicate with the customer, review relevant records, collaborate with another representative, and complete follow-up work without leaving the session.

The exact options that a representative sees depend on how the organization configures channels, routing, capacity, presence, and the representative experience. As a Dynamics 365 Customer Service functional consultant, you need to understand the representative workflow and the effect of these configuration decisions. This module focuses on using the configured experience. It doesn't cover channel provisioning or telephony administration.

Follow the conversation lifecycle

A representative typically completes the following stages when handling a conversation:

  1. Receives assigned work through the inbox or a notification and confirms that their presence allows new work.
  2. Accepts the work and moves between the resulting session and application tabs without losing context.
  3. Uses the communication panel to exchange messages and access conversation tools.
  4. Reviews customer, conversation, and case information on the Active Conversation page.
  5. Consults another representative or transfers the conversation when different expertise or ownership is required.
  6. Ends the conversation, completes wrap-up activities, and closes the session with the appropriate outcome.

Copilot can also summarize a conversation at key points. Because AI-generated content can be incomplete or inaccurate, the representative reviews a summary before using or sharing it.

Learning objectives

In this module, you learn how to:

  • Explain how incoming conversation work affects presence and starts a session.
  • Manage concurrent sessions and application tabs.
  • Use the communication panel and Active Conversation page.
  • Choose between consult, transfer, close, end, and wrap-up actions.
  • Use and review Copilot-generated conversation summaries.