Agents can use the “Ask a question” functionality from within the Copilot help pane, to ask questions for quick resolution of the case.
To enable it navigate to Customer Service admin center >> Agent Experience >> Productivity >> Copilot help pane (preview) (Manage)
Check Make Copilot available to agents option and save the settings.
Back in Customer Service Hub (or any other apps where we have Copilot enabled), we can see the Ask a Question tab in the Copilot help pane.
We can then post our questions, specific to the case in hand.
Below we can see we have asked for any policy about defective items and the response we received.
It also mentions the source from which it got the response.
The copilot uses the internal (Published) Knowledge Articles to generate the responses.
If we go back to the setting where we enabled the Copilot help pane, we can see the message at the top about the knowledge base articles being used. Apart from the internal Knowledge base, a maximum of 5 trusted domains can be configured and can be used to produce the result.
Get all the details here
Hope it helps..
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