Enable features in Copilot pane
You can enable customer service representatives (service representatives or representatives) to use Copilot to generate responses and compose an email in a non-Microsoft CRM.
- You have the System Administrator role.
- If you aren't in the North America region and you want to use the web search powered by Bing feature, you must enable data movement across regions and Bing search in Power Platform admin center. See Enable data movement across regions.
- You must have knowledge management enabled in your CRM.
Perform the following steps to enable the Copilot features in Customer Service admin center:
- Use one of the following navigation options:
- Select Manage in Agent Experience > Productivity > Copilot for questions and email
- Select View in Get started > Home > Questions and emails setup.
The Ask a question feature enables representatives to ask questions and get responses from Copilot. This feature is always enabled. The Ask a question tab in Copilot pane also allows service representatives to generate case summary, conversation summary, and resolution notes. You can enable these features in the Copilot embeddable widget page. Learn more in Configure embedded AI agent.
Proactive prompting enables service representatives to discover and prompt Copilot effortlessly, without the need for manual typing. This saves the service representative’s time and improves the quality of their overall experience.
- On the Copilot for questions and emails page, select Manage prompts for Ask a question.
- On the Manage prompt settings page, select the following as required:
- Suggested prompts
- Proactive insights
- In the Prompts from my organization section, select Add new prompt to add the prompts that you would like to use.
- Select Save and close.
The write an email feature enables service representatives to compose an email using Copilot. Select Help pane - Write an email for service representatives to see the Write an email tab in the Copilot pane.
If Copilot must use knowledge sources to generate emails, you must set the Contextual email drafting with AI toggle to Yes in Power Apps. Perform the steps in Enable draft an email in the rich text editor to set the toggle.
You can modify the source case fields that Copilot uses to draft emails and improve the context and accuracy of the results. You can also select a custom field that Copilot uses to generate responses.
- On the Copilot for questions and emails page, select Manage data for Help pane - Write an email.
- On the Manage data for email respones page, you can map the default fields that Copilot uses to draft emails to the relevant data fields from a specific record type.
- You can unselect the record that you don't want to use for email responses. For example, if the Copilot shouldn't consider notes linked to a case while drafting an email, you can unselect the Case notes row.
- Select Save and close.