Configure Copilot in Dynamics 365 Customer Service

  • Module
  • 7 Units
Intermediate
Functional Consultant
Business User
Dynamics 365
Customer Service
Microsoft Copilot

Learn how to configure and use Copilot functionality, which assists representatives by providing real-time AI assistance so that they can automate time-consuming tasks.

Learning objectives

This module explains how to:

  • Turn on Copilot and features, such as conversation and case summaries.
  • Manage fields that provide summaries for representatives.
  • Customize how the system delivers conversation summaries to users.
  • Configure how to display Copilot features on custom forms.

Prerequisites

Basic knowledge of Customer Service and conceptual knowledge of AI