Enable Copilot Features in Customer Service Workspace

Introduction

Copilot in Customer Service provides real-time AI assistance that helps agents automate time-consuming tasks to handle cases efficiently and resolve issues faster so that they can deliver value to customers.

Set up the Copilot help pane for agents. Agents can use this page for help with writing emails, and to get AI-generated answers by asking a question or by using AI to identify customer questions during a live conversation.

When you enable the Copilot features, agents can do the following actions in the Customer Service workspace app.

• Respond to questions
• Compose an email
• Draft a chat response
• Summarize a case and conversation

License requirements

Dynamics 365 Customer Service Enterprise license for summarizing cases, asking a question, drafting emails, and copilot analytics features.

Customer Service add-in (Chat, Digital Messaging, or Voice) license for drafting a chat response and summarizing conversation features.

This feature is currently supported in a limited number of languages.

I would like the ability to use the "Ask a question" and "Write an Email" Copilot features in CSW.

• The Copilot help pane displays the Copilot AI features.
  • "Ask a question"
    • Note. The existing published knowledge articles are used to form the answer.
  • "Write an Email"
    • The "Write an Email" functionality will consider the following attributes when generating a response.

In the "Customer Service Admin Center" app update Copilot settings (Agent experience -> Productivity -> Copilot help pane)

• Enable the "I agree to the terms" and click "Opt-In"
  
• Enable "Make Copilot available to agents"
• Disable "For customer chat (preview)"
• Enable "For email: To write an email response"
• Select the "Manage Data" hyperlink.
  
• Enable "Record agent interactions with AI, including agent actions and their feedback on AI suggestions".

Make Copilot available to agents

For agents to be able to use the copilot features in the Customer Service workspace, you need to enable the copilot features in agent experience profiles. By default, agents added to the out-of-the-box agent experience profiles can use the Copilot features.

If you'd like to limit the features that agents can use, you can create a custom agent experience profile and enable the required features.

Update the "Customer Services Workspace" (Agent experience -> Workspaces -> Agent experience profiles).

• Productivity pane
  • Enable Copilot
    
• Copilot AI features
  • Enable "Ask a question"
  • Enable "Scan customer conversation and suggest a response"
  • Enable "Write an Email"
  • Disable "Case summary"
  • Disable "Live conversation summary"

Note. You must turn on the Copilot help pane toggle to enable the Ask a Question, Scan Customer Conversation and Suggest a Response, and Write an Email features.

Assign roles and privileges

Out of the box, users with the Customer Service Representative role only can use the copilot features. Therefore, make sure that users with custom roles have the following privileges:

• prvCreatemsdyn_copilotinteraction
• prvAppendmsdyn_copilotinteraction
• prvCreatemsdyn_copilotinteractiondata
• prvReadmsdyn_copilotagentpreference
• prvCreatemsdyn_copilotagentpreference
• prvWritemsdyn_copilotagentpreference
• prvReadmsdyn_appcopilotconfiguration
• prvReadmsdyn_agentcopilotsetting
• prvReadmsdyn_copilotsummarizationsetting
• prvReadmsdyn_conversationinsight
• prvWritemsdyn_copilottranscriptdata
• prvAppendTomsdyn_copilottranscriptdata
• prvReadmsdyn_copilottranscriptdata
• prvCreatemsdyn_copilottranscriptdata
• prvWritemsdyn_copilottranscriptdata
• prvAppendmsdyn_copilottranscriptdata
• prvIntelligenceUsage

If you open an email record, Copilot will provide suggestions to assist you in composing your emails.

Choose the type of response that you want or enter a custom description.

Ask a question The existing published knowledge articles are used to form the answer.

Before asking a question I’ve created a knowledge article record for booking a ticket and the status is published.

Demo