Enable Copilot to suggest knowledge from cases (preview)

  • Article

[This article is prerelease documentation and is subject to change.]

Copilot can generate knowledge articles from resolved cases. By using Copilot, you can streamline the process of creating and updating knowledge base content based on real-world customer interactions. You can review and edit these suggestions before publishing them as knowledge articles.

Important

  • This is a preview feature.
  • Preview features aren’t meant for production use and might have restricted functionality. These features are subject to supplemental terms of use, and are available before an official release so that customers can get early access and provide feedback.

Prerequisites

  • The System Administrator role.
  • You have enabled and configured knowledge management.

Enable Copilot to generate knowledge

Do the following steps in Customer Service admin center:

  1. In the site map, under Agent experience, select Knowledge, and on the Knowledge page, select Manage for Knowledge creation.

  2. On the Knowledge creation (preview) page, in Case-based knowledge creation, select the following checkboxes to let agents use Copilot:

    • Let agents use Copilot to propose new knowledge based on case information during or after case resolution
      • In the case resolution step, keep the option to propose a knowledge article selected by default

  3. In User experience data, select the checkbox for the system to record user interactions with AI and their feedback on AI suggestions. The information can then be used to analyze knowledge sources and build usage reports.

    Screenshot of settings to enable Copilot to create knowledge proposals from case.

  4. Save and close.

Region availability and data movement

See Region availability of analytics and insights for information on supported regions.

Supported languages

To learn about supported languages for Copilot, see Language support for AI-based analytics and insights in Customer Service.

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