Edit

Share via

Enable case summaries through ask a question (preview)

  • Article

Copilot can now generate case summaries in the "ask a question" side pane. Agents can view case summaries without losing context of what they're working on, and accelerate case ramp-ups, transfers, and wrap-ups. Agents can also use Copilot to obtain information about case data.

[This article is prerelease documentation and is subject to change.]

Prerequisites

Enable case summaries

  1. In Customer Service admin center, go to Productivity under Agent experience, and select Manage for Copilot for questions and emails.
  2. On the Copilot for questions and emails page, select Ask a question.
  3. Save and close.
  4. On the Productivity page, select Manage for Plugins for generative AI (Preview).
  5. Select Customer Service (preview), and select Turn on.
  6. On the Manage user access menu, select one of the following user access types, and select Next.
    • All agents who have Copilot
    • Specific user roles: Agents with the roles that you select are granted access to the feature.
  7. On the Define inputs(optional) page, select the checkboxes according to your business requirements and select Next.
  8. If you'd like to save the plugin data, select the checkbox on the Step 4 of 4 page.
  9. Select Turn on plugin.

Use Copilot features
Responsible AI FAQ for copilot features
FAQ for Copilot in Customer Service