You can roll out Copilot in phases using the App Profile Manager in the Customer Service admin center.

We recommend starting with the agents who have to look up answers in organizational knowledge bases. The best way to start using Copilot in Dynamics 365 Customer Service is by identifying a high-value use case where agents need to search for information and draft responses to customers. Identify the support cases and agent groups that will benefit most from copilot Examine your customizations and eliminate potential blockers.Understand how your organization is storing data.Identify the support cases and agent groups that will benefit most from Copilot.When you’re ready to enable Copilot, follow these steps to turn your agents into super-agents in just 30 days: This will help answer questions about how Copilot works and how it keeps your business data secure. Agents can view a summary of case highlights on the default case forms, shaving minutes off their case ramp-up times.īefore you begin your transformation journey, we recommend learning more about how Copilot in Dynamics 365 and Power Platform delivers enterprise-ready AI.

Agents can use predefined and custom prompts to create relevant and personalized email responses in seconds. Agents can handle more cases in less time regardless of how a customer reaches out for support. Built-in generative AI suggests appropriate responses faster than agents can type. Agents can diagnose customer problems and find solutions with Copilot-assisted search of internal knowledge bases. Enable Copilot so your agents can start benefiting from these capabilities today: With the preview of Copilot in Dynamics 365 Customer Service, it’s easy to bring next-generation AI to your customer support organization.

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