Summary
By using Copilot in Dynamics 365 Customer Service, agents can take advantage of real-time AI assistance to help them automate time-consuming tasks. As a result, they can manage their case workload more efficiently and resolve customer issues faster. To ensure that agents can use Copilot in a way that provides the most impact based on the needs of the organization, administrators need to ensure that it's turned on and configured properly.
In this module, you learned about the process of configuring Copilot in Dynamics 365 Customer Service, including how to:
Turn on Copilot and activate features, such as conversation and case summaries.
Manage the fields that Copilot uses to provide summaries for agents.
Customize how Copilot delivers conversation summaries to users.
Configure how the system displays Copilot features on custom forms.
Now, you can learn how agents use Copilot, including how they use the different summarization and question features that are available.