Ask a Question (Copilot) in Dynamics 365 Customer Service
Agents can use the "Ask a question" functionality within the Copilot help pane in Dynamics 365 for Customer Service to quickly resolve cases. To enable this feature, navigate to the Customer Service admin center and go to Agent Experience > Productivity > Copilot help pane (preview) (Manage). Check the "Make Copilot available to agents" option and save the settings. In the Customer Service Hub or any other app with Copilot enabled, agents will see the "Ask a Question" tab in the Copilot help pane. They can post specific questions related to the case and receive responses generated from internal knowledge articles. Up to 5 trusted domains can also be configured to produce results.
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