Summary
In this module, you learnt about the agent-facing Copilot, an AI-based tool designed to enhance the productivity, accuracy, and customer satisfaction of your support agents. The Microsoft Copilot offers real-time guidance, integrates into existing workflows, and provides valuable business insights. It comes with features like context awareness in chats, email assistance, and case summarization, and can be embedded into Salesforce or ServiceNow. You also learnt about the various support channels offered by Copilot for Service, including community forums, idea or suggestion submissions, and Microsoft Support. Additionally, you discovered how to use the Copilot for Service in Outlook to connect your CRM account and access its features, manage your CRM contacts, and share case or customer records with colleagues via Teams chat or channel.
The main takeaways from this module are:
- Microsoft Copilot is a tool designed to enhance the experience for agents and their customers by providing features like contextual awareness in chats, email assistance, and case summarization. It can be easily created using the Copilot for Service app and tested by connecting to a CRM environment.
- The Copilot can be integrated with Salesforce and ServiceNow CRM environments. - Copilot for Service can be installed from Microsoft AppSource and Microsoft Teams, and deployed in Outlook and Teams.
- Copilot for Service can also be integrated directly into the Salesforce and ServiceNow desktop, enhancing its responses and streamlining agent workflows.
For more information on Copilot for Service, including a guided tour, see the following resources: