Use Copilot to generate knowledge articles from resolved cases – Dynamics 365 Customer Service
To enable the feature of generating knowledge articles through Copilot, go to Customer Service Admin Center >> Agent Experience >> Knowledge >> Knowledge Creation. Agree to the terms and select Opt-in. Set it up by checking the options. With this feature enabled, when resolving a case, there will be an option to create a new knowledge article based on the details provided in the resolution. Clicking on Resolve will open the Propose new knowledge dialog box with a draft of the proposal. Revisions can be made with a maximum of 5 allowed. Clicking on Create Proposal will create the record and show a notification on the form with the link to it. For more details, click here.
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