Enable knowledge sources from Microsoft Copilot Studio (preview)

Applies to: Dynamics 365 Contact Center—standalone and Dynamics 365 Customer Service only

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

The performance of your Copilot is highly correlated to the quality of the knowledge sources it can access. You can enable customers to integrate various knowledge platforms without having to add the content directly into the Dynamics 365 knowledge base. The expanded Dynamics 365 knowledge base improves your Copilot's response quality, along with its experience and productivity.

Important

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

Prerequisites

• You have the System Administrator role.
• A license for Microsoft Copilot Studio is available.
• Copilot in Customer Service is enabled.
• For SharePoint, Dataverse, or enterprise data using Microsoft Graph connectors, you must have the required authentication. Learn more in source authentication.

Enable knowledge sources configured in Copilot Studio

1. In Contact Center admin center or Customer Service admin center, go to Productivity > Copilot for questions and emails > Manage.
2. In the Knowledge sources section, select the Use knowledge sources configured in Copilot Studio (preview) option, which opens Copilot Studio.
3. In Copilot Studio, select Copilot in Dynamics 365 Customer Service.
4. On the Knowledge page, select Add knowledge.
5. Select from the following knowledge sources:
   • Public website
   • SharePoint
   • File upload
   • Dataverse
   • Enterprise data
6. In Customer Service admin center, select Save or Save and close.
7. On the Publish knowledge sources dialog that appears, select Publish.

If you made any unpublished modifications to the Copilot plugins, you see a Detected unpublished plugin dialog. Select Publish if you're ready to publish the unpublished plugin changes. Learn more about plugins in Enable plugins for generative AI (preview).

Note

• Enterprise data that uses Copilot connectors as knowledge sources currently isn't supported. Instead, customers can optionally use Microsoft Graph connectors for their preferred sources.
• Knowledge in Copilot Studio as a source only works with Ask a Question. Learn more in Features supported with different knowledge sources.

Related information

Knowledge sources overview