How to use Copilot in Microsoft Dynamics 365 for max productivity

 

Using Copilot in Dynamics 365 Customer Service

With Dynamics 365 in Customer Service, agents can use Copilot to work more efficiently, resolve customer issues faster, and automate some of the time-consuming tasks of day-to-day work.

How to enable and set up this AI tool

You can only use Copilot features in the Customer Service workspace app if they’ve been enabled on the agent experience profile. Let’s walk through how to set that up.

Navigate to the Customer Service admin app.

 

On the left-hand navigation, under the Agent experience group,click Workspaces.

Find the Agent experience profiles section and click Manage.

Select the agent experience you’d like to modify (default profiles can’t be edited).

Find the Productivity pane section. Ensure the Copilot help pane is On. If it’s not, click Edit and toggle it on. This will let agents use Copilot features such as suggesting responses, asking questions, and writing emails.

Next, locate the Copilot AI features section.  Ensure the appropriate options are enabled. Click the Edit button if you want to change anything.

Depending on your location, licensing details, and security roles, you may need additional steps to get things working.