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The Copilot help pane allows agents to use Copilot features such as respond to questions, compose an email, and draft a chat response in Customer Service workspace.
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.
Perform the following steps to enable the Copilot features in Customer Service admin center:
Use one of the following navigation options:
Select Manage in Copilot help pane. The Copilot help pane page appears. You can select the Copilot features you'd like to enable for agents on this page.
Select Make Copilot available to agents in the Copilot help pane page of Customer Service admin center. The Ask a question tab on the Copilot help pane appears when agents sign in to Customer Service workspace. Agents can ask questions conversationally, and Copilot answers the questions based on the internal knowledge base sources.
Proactive prompting enables agents to discover and prompt Copilot effortlessly, without the need for manual typing. This saves the agent’s time and improves the quality of their overall experience.
Important
Select For customer chat in the Copilot help pane page of Customer Service admin center. The one-click response generation button appears on both the communication panel for a conversation and on the Ask a question tab on the Copilot help pane in Customer Service workspace. Copilot retrieves the context and drafts the response based on the knowledge resources configured for your organization.
You can configure the knowledge base for Copilot to generate responses.
Make sure that you have knowledge management configured in your environment and your knowledge article parameters are as follows:
Note
Select Knowledge base to allow Copilot to utilize internal knowledge base resources for generating responses. This will be used for the ask a question and draft an email features, both in the Copilot help pane and the rich text editor. By default, this option is disabled.
If you've disabled the knowledge base option, agents will be able to use Copilot to draft an email using the Suggest a call, Request more information, Empathize with feedback and Custom prompts.
You can select Add web address in Web resources to add trusted domains. You can add up to five trusted web domains for Copilot to search and generate responses from. Copilot searches for information up to two levels down from the configured domain. You must enable the Bing Search in Power Platform admin center to add trusted web sources. See Enable data across geographic locations.
Copilot uses articles that are two nodes down the configured domain.
Note
Select Let agents translate responses to allow agents to translate responses generated by Copilot to their preferred language. Agents can choose from a list of languages that your organization has added to Dynamics 365 Customer Service.
Filters enable Copilot to generate responses based on a specific set of topics. You can set up filters for ask a question and draft a response.
Note
We recommend that the appropriate knowledge content is available for the filters you have set so that agents can see the expected responses.
You can apply the filters in the following sections.
Specify filters that are applied by default in the background to filter knowledge base articles. Agents can't see these filters. You can set predefined filters for ask a question and draft a response features as follows:
Specify the filters that agents can apply to further filter and refine Copilot responses. Agents can see and select or deselect these filters in the Copilot help pane for the ask a question feature. If a filter isn't configured as an agent filter, it operates in the background and isn't visible to agents.
To configure an agent filter, do the following steps:
Specify the filters that are automatically applied. The agents don't need to explicitly set them in the Copilot help pane. To configure automated filters, do the following steps:
Note
You can add up to five filters per category.
The following table summarizes the Copilot features supported for a configured knowledge source.
Feature | Knowledge base | External web resources | Knowledge sources in Copilot Studio |
---|---|---|---|
Ask a question | ✔ | X | ✔ |
Write an email | ✔ | ✔ | X |
Draft a response | ✔ | ✔ | X |
Events
Mar 31, 11 PM - Apr 2, 11 PM
The ultimate Microsoft Fabric, Power BI, SQL, and AI community-led event. March 31 to April 2, 2025.
Register today