Configure Copilot in Dynamics 365 Customer Service

  • Module
  • 8 Units
Intermediate
Functional Consultant
Business User
Dynamics 365
Customer Service
Microsoft Copilot

Give service representatives relevant AI assistance without losing control of access, data, or customer communications. In this module, you configure Copilot experiences, grounding, summaries, prompts, custom app integration, and governance so representatives can understand service context, find approved information, and prepare responses for review.

Learning objectives

This module explains how to:

  • Enable Copilot experiences and control representative access.
  • Configure case, custom record, related record, and conversation summaries.
  • Extend Copilot to custom model-driven apps and forms without duplicating summary experiences.
  • Configure Customer Support agent instructions, grounding, filters, email behavior, and prompts.
  • Evaluate Copilot Studio extensibility and govern representative interaction data.

Prerequisites

Basic knowledge of Dynamics 365 Customer Service, Dataverse security roles, and responsible AI concepts

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