Enhance Copilot responses with knowledge from additional sources
Important
Some of the functionality described in this release plan has not been released. Delivery timelines may change and projected functionality may not be released (see Microsoft policy). Learn more: What's new and planned
| Enabled for | Public preview | Early access | General availability |
|---|---|---|---|
| Users by admins, makers, or analysts | Dec 2024 | - | - |
Business value
The performance of Copilot is highly correlated to the quality of knowledge it can access. This feature enables customers to integrate with various knowledge management platforms without having to ingest the content into the Dynamics 365 knowledge base. The expanded knowledge coverage improves Copilot response quality, thereby the agents' experience and productivity.
Feature details
Leveraging Knowledge Hub in Microsoft Copilot Studio, Dynamics 365 Customer Service will now enable admins to configure knowledge management platforms beyond the Dynamics 365 knowledge base to further enhance the relevancy and usefulness of Copilot responses.
This cohesive, intuitive, and high-performing solution improves the customers’ Copilot experience by searching, consolidating, and summarizing knowledge from multiple sources. To enable it, administrators can choose Knowledge Hub as a knowledge source option in the Customer Service admin center and follow the instructions in the Knowledge Hub to configure the knowledge sources of their choice. Once configured, content from the newly set-up knowledge sources will be used to power the Copilot experience in Dynamics 365 Customer Service seamlessly.
