How to Configure Dynamics 365 Customer Service Copilot: Ask Question

In today’s competitive business landscape, delivering exceptional customer service isn’t just a differentiator—it’s a necessity. Dynamics 365 Customer Service Copilot empowers organizations to transform their support operations by leveraging AI-driven capabilities. Copilot helps agents resolve issues faster, improve customer satisfaction, and drive operational efficiency by enabling agents to ask intelligent, context-aware questions. This guide walks you through configuring Copilot to help your team excel in delivering proactive and personalized customer interactions.

Prerequisites

Before configuring the Copilot, ensure the following:

1. You have administrator access to Dynamics 365 or Power Platform admin role.
2. Customer Service workspace or Omnichannel for Customer Service is enabled.
3. AI capabilities are included in your licensing plan.
4. The required AI models are provisioned in your environment.

Steps to Configure Customer Service Copilot for Asking Questions

1. Enable Copilot in Customer Service

• Navigate to the Power Platform Admin Center https://admin.powerplatform.microsoft.com/.
• Select your environment and scroll down to the Generative AI Features.
• Click edit to enable it and enable it.

2. Customize AI Suggestions

• Go to Customer Service Admin Center > Agent experience > Copilot for questions and emails.
• Click Manage

3. Copilot for questions and emails

• Select the features to enable
  • Ask question.
  • Help pane

4. Integrate with Knowledge Base and External Trusted Websites

• To enableDynamics 365 Customer Service Copilot, ensure the Knowledge Base is well-organized and up-to-date, and specify the types of data sources Copilot will rely on. While Copilot primarily uses knowledge base articles and external trusted websites as direct data sources.
• Link common questions to relevant articles or answers to streamline the process.
• Add external trusted websites as data sources to provide accurate and comprehensive information.
• Example:
  • Question: “How can I reset my password?”
  • Linked Article: Step-by-step guide for password reset.
  • External Source: A trusted guide on secure password practices.

6. Test the Configuration

• Simulate common customer scenarios in the Customer Service Workspace.
• Verify that the Copilot suggests relevant and contextual questions during interactions.
• Refine the configuration based on test results.

Best Practices

1. Keep Questions Open-Ended: Use questions encouraging detailed responses, such as “Could you describe the issue you’re facing?”
2. Leverage Historical Data: Utilize customer interaction history for personalized questioning.
3. Update Regularly: Update question templates and AI models to reflect new scenarios or customer needs.
4. Train Agents: Provide training for agents on how to best use Copilot’s suggestions.

Conclusion

By unlocking the potential of Dynamics 365 Customer Service Copilot, businesses can take customer engagement to the next level. The ability to ask intelligent, contextual questions fosters deeper connections with customers, ensures faster resolutions, and enhances overall satisfaction. With a well-configured Copilot, your organization can meet and exceed customer expectations in every interaction.