Check your knowledge

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Answer the following questions to see what you learned.

1.

What is the main benefit of Copilot for Service?

It provides flexibility for organizations to begin realizing the benefits of generative AI by extending their existing investments in CRM and contact center solutions, including Salesforce, ServiceNow, and more.

It provides irrelevant guidance to customer service representatives.

It increases customer service representatives' workload and reduces efficiency.

2.

What are the prerequisites for creating a copilot in Copilot for Service?

You need an Azure Administrator role on the environment where you create your copilot.

You need a System Customizer or System Administrator role on the environment where you create your copilot, and you need to buy a Copilot for Service license.

You can create your copilot in any region and language.

3.

What does Copilot for Service community forums provide?

A way to submit an idea or suggestion for Copilot for Service

Access to Microsoft Support

Answers and tips directly from other Copilot for Service users

4.

What is the procedure to view and update a CRM record in Teams?

Open the adaptive card, select Open in (CRM), update the information in the CRM system, save your changes, and then hover over the card in Teams and select Refresh.

Open the adaptive card, update the information directly on the card, and then save your changes.

Open the adaptive card, select Open in (CRM), update the information in the CRM system, and then refresh the page in Teams.

5.

What is required to save Outlook emails and meetings to Dynamics 365 Customer Service using Copilot for Service?

Agents must manually save each email and meeting to Dynamics 365.

Server-side synchronization for emails and appointments must be turned on.

Server-side synchronization for emails and appointments must be turned off.

You must answer all questions before checking your work.