Be sure your implementation plan includes revisiting your published knowledge content. It’s crucial that these are high-quality sources that your agents would normally reference when they’re helping customers. Copilot currently processes 100,000 of your latest published knowledge articles. The primary source of knowledge is your organization’s data. When an agent asks Copilot a question, it retrieves the most relevant snippets and provides those to the AI to generate a response. If your organization has content outside of the Dynamics 365 Customer Service application that support agents need, the best way to make it available to Copilot is to sync it with Dataverse using integrated search.Ĭopilot pre-processes your knowledge articles weekly and generates snippets of documents that it can easily discover. Understand how your organization is storing dataĬopilot is built on top of Dynamics 365 Customer Service cases and knowledge management. Whether you’re using out-of-the-box or custom profiles for your agents, make sure you have a phased plan for adding Copilot to each agent profile. You can roll out Copilot in phases using the App Profile Manager in the Customer Service admin center. We recommend starting with the agents who have to look up answers in organizational knowledge bases. The best way to start using Copilot in Dynamics 365 Customer Service is by identifying a high-value use case where agents need to search for information and draft responses to customers. Identify the support cases and agent groups that will benefit most from copilot
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