Manage customer communications in Copilot Service workspace

  • Module
  • 10 Units
Intermediate
Business User
Functional Consultant
Dynamics 365
Customer Service

Customer requests can reach a service organization through different channels, but representatives need a consistent case history. Use Copilot Service workspace to review assigned cases, preserve customer context, document communications as activities, coordinate follow-up, and maintain an accurate record of the service provided.

Learning objectives

This module explains how to:

  • Find assigned case work and open it in Copilot Service workspace.
  • Manage case sessions and application tabs without losing customer context.
  • Document customer communications as activities on the case timeline.
  • Use customer and case context to prepare an accurate response.
  • Coordinate case ownership, handoffs, and follow-up work.
  • Distinguish closing a workspace session from resolving a case.
  • Review AI-assisted case summaries and drafted communications before using them.

Prerequisites

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

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