Customer service representatives spend significant time on work surrounding the actual resolution of a case. They may need to read through lengthy case histories, search for the right knowledge article, draft customer responses, and document resolutions before moving on to the next request. Across a high-volume service team, these tasks can quickly add up.

Copilot in Dynamics 365 Customer Service helps reduce this administrative burden by bringing AI-powered assistance directly into the service workflow. Representatives can summarize cases and conversations, find answers from the knowledge base, draft customer emails, and even turn resolved cases into draft knowledge articles. This tip of the month highlights several ways your team can put Copilot to work to help resolve cases faster and make existing knowledge easier to use.

Tip summary: Use Copilot to streamline everyday customer service tasks

Copilot provides representatives with AI-powered assistance without requiring them to leave the case or conversation they are working on. Three particularly useful capabilities include:

• Case and conversation summaries: Quickly understand case history or the context of a customer conversation without reviewing every activity individually.
• Knowledge search and email drafting: Ask questions in natural language, surface answers from published knowledge articles, and use that information to help draft customer responses.
• Knowledge article creation: Turn successful case resolutions into draft knowledge articles that can be reviewed and added to your knowledge base.

Together, these capabilities help reduce repetitive work while keeping representatives in control of the final customer interaction.

Tip insights: How to use Copilot in Dynamics 365 Customer Service

1. Quickly understand cases with Copilot summaries

Copilot can summarize case and conversation history so representatives can get up to speed without reviewing every activity.

• Case summaries: Condense key details such as the customer, priority, description, emails, and notes directly on the Case form.
• Conversation summaries: Capture context and resolution steps from live or recently completed conversations.
• Flexible timing: Conversation summaries can be generated at key points or on demand, depending on administrator settings.

2. Find answers with Copilot knowledge search

Representatives can ask questions directly from the Copilot help pane instead of manually searching the knowledge base.

• Natural-language search: Ask questions conversationally and receive answers based on published knowledge content.
• Source citations: Copilot links responses back to the knowledge articles used to generate them.
• Suggested questions: Copilot can use case context to proactively recommend relevant questions.
• Targeted results: Administrators can configure filters based on criteria such as product line or case type.

3. Draft customer emails with Copilot

Copilot can use case context and available knowledge to help representatives create customer-ready email drafts.

Representatives can use prompts to request information, provide product details, respond to feedback, suggest a call, or explain a resolution. They can then adjust the tone and length, refine the draft, and review it before sending. Copilot can also recommend relevant email templates based on the case.

4. Turn resolved cases into knowledge articles

Copilot can transform information from resolved cases into reusable knowledge for the broader service team.

When resolving a case, representatives can select Propose Knowledge Article to generate a draft organized around the issue, cause, and resolution. The draft can then be reviewed, refined, and submitted through the organization’s normal knowledge approval process. The option is also available from the Case command bar for eligible resolved cases.

Preview feature note: Knowledge article creation from cases is currently a preview capability and is not intended for production use. Functionality may change before general availability.

Tip steps: How to enable Copilot for Customer Service

1. Enable Copilot for your environment

In the Power Platform admin center, locate the Copilot settings for Dynamics 365 Customer Service and enable the appropriate AI-powered Copilot features for your environment.

Depending on your environment’s region, additional settings for data movement across geographic regions may also be required.

2. Enable the Copilot experiences

In the Copilot Service admin center, navigate to:

Support Experience > Productivity > Copilot settings > Manage

Enable the Copilot help pane and any additional Copilot experiences you want available to representatives.

3. Configure the Customer Support agent

Within the Copilot Service admin center, open the Customer Support settings under Agents.

From here, administrators can configure capabilities such as:

• Knowledge sources
• Email drafting
• Suggested prompts
• Custom instructions for Copilot responses

These settings help align Copilot with the information and processes your service team actually uses.

4. Configure summaries

Navigate to:

Operations > Insights > Summaries

Enable case summaries and configure which fields Copilot can use to generate them. Administrators can also establish exclusions for content such as automated email addresses or repetitive boilerplate text.

Configure conversation summary triggers separately based on when you want those summaries generated.

5. Enable knowledge article creation

If you want to test knowledge article creation from resolved cases, enable the separate preview setting for generating knowledge drafts from cases.

Once enabled, representatives can access the Propose Knowledge Article option as part of the case resolution process or from eligible resolved cases.

Why this tip matters

Copilot helps representatives understand cases, find answers, and communicate resolutions faster by bringing AI-powered assistance directly into the service workflow. This can reduce repetitive work while supporting faster resolutions and more consistent customer experiences.

Rand Group’s Microsoft experts can help you configure Dynamics 365 Customer Service and its AI capabilities to fit your needs. Contact our team to learn more, and return next month for another CE Tip of the Month.