Dynamics 365 Field Service : Configure Copilot summary
- Answer Questions – Instead of searching manually, Copilot quickly finds answers and helps the agent respond.
- Write Emails – Copilot suggests clear and simple ways to write emails, saving time and improving communication.
- Reply to Chats – For chat or text messages, Copilot helps create quick and helpful replies.
- Summarize Cases – Copilot can read through a case and past messages, then provide a short and easy-to-read summary to help agents understand what’s going on.
- Copilot help pane - You can configure which features are available in the Copilot help pane.
- Summaries - You can configure how case and conversation summaries work.
- When agents ask a question, Copilot uses the information from the “content” section of knowledge articles in Dynamics 365.
- This is how Copilot helps write emails, chat replies, and answers to questions.
- This behavior is built-in and cannot be changed.
- If your company has helpful info on its public website, you can let Copilot use it.
- You can add up to 5 trusted website domains.
- Copilot will search those websites (up to two levels deep) to help answer questions.
- Copilot can summarize case records and conversations to help agents quickly understand customer issues.
- These summaries include the case title, customer name, product, priority, and related emails or notes.
- If needed, you can exclude specific email addresses (like auto-notification emails) so they’re not included in the summary — up to 10 email addresses can be excluded.
- Copilot can also create short summaries of long chats or voice calls.
- This helps agents quickly review conversations and work better with teammates.
- Customer
- Case Title
- Case Type
- Subject
- Case Description
- Product
- Priority
- Case Notes
- Email Content (read-only)
- Conversation Summary (read-only)
- Include it or not
- Description of what it contains
- Record type (e.g., Account or Contact)
- Data field (e.g., Name)
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