Ask about case data in Copilot help pane
Important
This content is archived and is not being updated. For the latest documentation, go to Welcome to Dynamics 365 Customer Service. For the latest release plans, go to Dynamics 365, Power Platform, and Cloud for Industry release plans.
| Enabled for | Public preview | Early access | General availability |
|---|---|---|---|
| Users by admins, makers, or analysts | 
Aug 23, 2024 |
- | - |
Business value
Copilot enables agents and supervisors to access and use case data effectively, resulting in improved case management. By asking Copilot questions, users can efficiently triage, prioritize, and initiate their workday.
Feature details
Agents and supervisors can ask Copilot questions regarding their case data, helping them to better manage their case workload. Agents can make the following types of requests:
- Get details on the high-priority cases for a specified date range.
- Show active escalated cases.
- Show cases that are due soon.
- Show active cases that agents own.
- Get the case details.
- Get the case resolution details for a case.
Copilot understands natural language queries, allowing agents to easily obtain information about their case data, including cases they have access to view, regardless of assignment.
Admins can enable this feature by following these steps:
- Navigate to the Customer Service admin center app, select Productivity, and then go to the Plugins for Generative AI (Preview) section.
- Ensure that the Customer Service (preview) plugin is activated. (Status should be On.)
Geographic areas
This feature will be released into the following Microsoft Azure geographic area:
- United States