Create and deploy a custom Copilot

Prerequisites

• Learn more about what you can do with Copilot for Service.
• Get access to Copilot for Service.
• You need a System Customizer or System Administrator role on the environment where your custom copilot is created. For more information, see predefined security roles.

Create a custom Copilot

You can create a custom Copilot in a few easy steps.

1. Go to the main landing page for Copilot for Service and sign up for a license if you haven't already.

2. A wizard appears, where you can create your custom Copilot. Select Create a custom copilot > Get Started.

3. Set the name of the custom Copilot you want to create or continue with the predefined name, and then select Create.

   The environment defaults to the new Copilot for Service environment, but you can create the custom Copilot in a Copilot for Service trial environment. You're set up with System Customizer privileges in this environment.

   Note

   The custom Copilot can only be created in English language at this time.

4. Set up your connections and sources of knowledge for your custom Copilot.

   Supply content connections like websites and knowledge base articles from customer engagement services, so that your Copilot can respond to real-time questions. These websites serve as a source of generative answers. For more information, see Manage content Sources.

   

5. Select Create to create your Copilot.

   The new environment and Copilot are created. This process can take a few minutes. Once created, you land in the Copilot Overview page with a test chat open.

6. Test the custom Copilot by typing questions in the Chat. In the Test Copilot panel, you can ask questions that trigger the generative answers capability. You might receive some types unhelpful responses for questions such as personal questions, questions that require authenticated access to content, or have no source content in the specified URL.

Customize your Copilot

With your new custom Copilot, you can make customizations and enhancements by editing existing content sources or adding new ones to expand your Copilot's knowledge.

1. To customize your copilot, navigate to the Content sources page.

   

2. To configure your Copilot, navigate to the Configure Copilot page.

   Here you can manage your Copilot's conversational behavior and filter content from content sources.

   

3. Test your copilot in the Chat box.

Publish your Copilot

Publish your custom Copilot after making any changes to ensure your agents can engage with the latest content and access the Copilot through multiple connections.

To publish, select the Overview page of Copilot for Service, and then select Publish in the Publish your copilot card.

It may take a few minutes for the Copilot to publish. After it successfully publishes, the status indicator shows the last published timestamp.

Access your Copilot

Agents can talk to your Copilot from a web browser, in Microsoft Teams, or in your existing agent console.

• Share your copilot with agents.

• Add a copilot to Microsoft Teams.

• Add your copilot to your agent console.

Delete you Copilot

Perform the following steps to delete your custom Copilot in Copilot for Service:

1. Select Overview > (⋮) > Delete copilot. In the popup that appears, select Go to Power Apps solutions to open Power Apps.

2. In the Power Apps solution viewer, select the Managed tab to view the managed solutions of your custom copilot solution. The solution that From the solutions listed that are associated with the copilot.

3. If you have unpublished updates and changes to the custom copilot result in unmanaged layers. Remove the unmanaged layers before deleting the solution.

   1. On the Unmanaged tab on the Power Apps solution page select Default solution.
   2. Find the topic as within the copilot subcomponent where you previously made changes.
   3. Select ... > Advanced > See solution layers, then delete the unmanaged layers.

4. Search for solutions such as Service Copilot Service Now Knowledge Base, Service Copilot Salesforce Knowledge Base, or Service Copilot Zendesk Knowledge Base in all knowledge sources of the Copilot.

5. Select (⋮), and then select Delete. Delete all the solutions associated with knowledge sources the Copilot has, one by one.

6. Select and delete Base components to enable Service Copilot and Agent Copilot Base, one by one.

   Important

   Each solution needs to be deleted one at a time to successfully delete them.

Your Copilot is fully deleted once all the solutions are deleted.