Loading...

{How to} Ask about case data in Copilot help pane in Dynamics 365 Customer Service

{How to} Ask about case data in Copilot help pane in Dynamics 365 Customer Service
Hello Everyone,







Today I am going to share my thoughts on asking about case data in Copilot help pane in Dynamics 365 Customer Service.










Let's get's started.





In Dynamics 365 Customer Service, you can use Copilot to ask about case data. Here are some types of questions agents can ask in the Copilot Ask a question pane:






1. Get details on high-priority cases for a specified date range.


2. Show active escalated cases.


3. Display cases that are due soon.


4. Show active cases that agents own.


5. Retrieve specific case details.



6. Obtain the case resolution details for a case.


To enable Copilot feature, follow these steps:


1. Turn on the Copilot help pane: Open the case you need to work on and enter "Get account summary" in the Copilot Ask a question pane. Copilot will summarize the account details of the customer whose case you've opened.


2.Enable Copilot case summaries: In the Customer Service admin center, select Make Copilot available to agents in the Copilot help pane.


You can find this option under Agent Experience > Productivity > Summaries  or Operations > Insights > Summaries.




Once enabled, agents can access Copilot case summaries.



Remember that Copilot provides real time AI assistance to help agents automate tasks and handle cases efficiently.



That's it for today.


I hope this helps.

Malla Reddy Gurram(@UK365GUY)
#365blogpostsin365days









Published on:

Learn more
MICROSOFT DYNAMICS CRM /365  BLOG
MICROSOFT DYNAMICS CRM /365 BLOG

This blog is all about MS DYNAMICS CRM DEVELOPMENT, C# .NET,SQL SERVER

Share post:

Related posts

{How to} Create Azure Communication Services for Dynamics 365 Customer Service Omnichannel

Hello Everyone,Today I am going to show how to subscribe to Azure Communication Services on Azure Portal.Let's get's started.Let's say you hav...

20 days ago

{Do you know} View analytics for Copilot's impact on your business with Dynamics 365 Customer Service

Hello Everyone,Microsoft Copilot has introduced several features in Dynamics 365 Customer Service that can significantly enhance customer supp...

22 days ago

{How to} Use overflow for lengthy wait times for work items dynamics 365 customer service

Hello Everyone,Today I am going to share my thoughts: use overflow for lengthy wait times for work items dynamics 365 customer service. L...

22 days ago

{How to} Option sets for field mapping in integrated search in Dynamics 365 Customer Service

Hello Everyone,Today i am going to share my thoughts on the new feature of option sets for field mapping in integrated search in Dynamics 365 ...

23 days ago

How to give permissions to Power BI reports to view from Dynamics 365 Customer Service

Hello Everyone,Today I am going to show how to manage access to Power BI Reports which are published on the Dynamics 365 Customer Service.Let'...

1 month ago

Preparing for Copilot in Dynamics 365 Customer Service

Satish Reddy By Satish Reddy | Reading time 4 mins Watch as Satish Reddy, CEO of Aha Apps, and Praveen K Ravela, CTO of AMC Technology, o...

1 month ago

{Do you know} Get automatic prompts from Copilot on Dynamics 365 Customer Service

This post highlights how Dynamics 365 Customer Service can get automatic prompts from Copilot, improving customer service interactions. Copilo...

1 month ago

{How to} Customize how records are sorted in the Dynamics 365 Customer Service inbox

If you're looking to customize how records are sorted in the Dynamics 365 Customer Service inbox, this tutorial can guide you through the proc...

1 month ago

{How to} Bring your own entity into the inbox on Dynamics 365 Customer Service

In this post, Malla Reddy Gurram (@UK365GUY) provides a step-by-step guide on how to bring your own entity into the inbox on Dynamics 365 Cust...

1 month ago
Stay up to date with latest Microsoft Dynamics 365 and Power Platform news!
* Yes, I agree to the privacy policy