Use Copilot in D365 Customer Service to generate knowledge articles from cases
Microsoft has added a new feature to Copilot in Dynamics 365 Customer Service that allows it to generate knowledge article drafts from cases. This feature is currently in public preview and uses generative AI to create high-quality knowledge articles based on real-world customer interactions. When enabled, a new field called "Propose new knowledge" will be added to the case resolution form, and a button will be visible for resolved cases. Agents can instruct Copilot to generate a draft article after a case has been resolved. System administrators need to enable this feature in the Dynamics 365 Customer Service environment. The feature can be configured in the Knowledge Creation settings, and access can be added to agent experience profiles.
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