Microsoft Dynamics 365 Copilot is a powerful AI tool designed to streamline workflows and enhance productivity. For customer service professionals, configuring Copilot to generate case summaries can significantly reduce time spent on documentation and improve the quality of case management. Here’s a step-by-step guide to configure Dynamics 365 Copilot for Case Summaries:
Prerequisites
Before configuring Copilot for Case Summaries, ensure the following:
- License Requirements: Verify that your organization has a Dynamics 365 Customer Service Enterprise license with Copilot capabilities enabled.
- Role Permissions: Ensure you have the necessary administrative or system customizer role in Dynamics 365.
- AI Builder: Ensure that AI Builder is enabled in your environment.
- Power Platform Admin Access: Access to the Microsoft Power Platform Admin Center for configuring AI models and environment settings.
Step 1: Enable Dynamics 365 Copilot
- Navigate to the Admin Center:
- Go to the Power Platform Admin Center.
- Select the Environment:
- Choose the environment where you want to enable Copilot.
- Enable Copilot:
- Under Settings, go to Product > Features.
- Toggle Copilot for Customer Service to On.
- Save your changes.
Step 2: Configure Case Summaries
In the Contact Center Admin Center or Customer Service Admin Center, enable “Ask a Question in Copilot” for inquiries and emails to activate Copilot case summaries.
Navigation options:
- Agent Experience > Productivity > Summaries
- Operations > Insights > Summaries
Steps to configure case summaries:
- Select Manage under Summaries.
- Enable “Make case summaries available to agents” to display a summary on the Case page.
- Click Manage data to modify the case fields Copilot uses for summaries.
- Use Specify information to exclude to filter out specific email addresses and text from Copilot’s responses.
- You can exclude up to 10 email addresses and three disclaimers, headers, or footers from emails.
- For example, you can prevent automatic notification emails from being included in case summaries by adding the sender’s email to the exclusion list.
Conclusion
By configuring Dynamics 365 Copilot for Case Summaries and extending it to other entities, organizations can enhance their overall CRM operations, reduce manual workloads, and improve documentation accuracy across various business processes. With proper setup and training, Copilot becomes an indispensable tool for streamlining workflows across the board.
