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Chat with case data in Customer Service (preview)

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Important

  • This is a preview feature.
  • Preview features aren’t meant for production use and might have restricted functionality. These features are subject to supplemental terms of use, and are available before an official release so that customers can get early access and provide feedback.

This article explains how to use Microsoft Copilot for Microsoft 365 to chat with case data by using the Customer Service plugin.

Copilot for Microsoft 365 works across Microsoft 365 apps to help you unlock business scenarios in your organization.

The Customer Service plugin works together with Copilot for Microsoft 365 to help you:

  • Deliver a consistent customer experience in every conversation with your customers.
  • Connect customer data and insights across the company.
  • Provide a natural user experience, in your tools of choice.

Prerequisites

You must meet the following prerequisites to use the Customer Service plugin with Copilot for Microsoft 365.

  • Your administrator must deploy the Dynamics 365 Service app. More information: Build plugins using Microsoft business applications

  • To engage in a natural-language conversation with Dynamics 365 service data, you need a Copilot for Microsoft 365 license.

Supported data types

Data that resides inside tables is referred to as structured data. Data that's present in static documents, such as Word and PDF files, is referred to as unstructured data. The Customer Service plugin mainly supports structured data for now.

Available out-of-the-box scenarios

If you have access to Dynamics 365 Customer Service data, you can turn on the plugin in Copilot for Microsoft 365 and query the data without leaving the tool.

Some examples of prompts are as follows:

  • Show me the high-priority support tickets for Contoso coffee in the past 30 days.
  • Tell me if Contoso Coffee has active escalated cases in the past three months. If yes, show me the list.
  • What are the cases that missed their SLA in the past seven days?
  • Show me all my active cases.
  • Show me my cases due tomorrow.
  • Tell me about the details for case number CAS-01006-W8H5Q.
  • What is the resolution for case #abc?
  • Show me active high-priority support tickets for AgentName in the past 30 days.
  • Show me active escalated support tickets for AgentName in past 30 days.

Important

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