Extending Copilot in Service using Copilot Plugins

Microsoft's Copilot in Service allows contact center agents to access information from third-party systems, improving agent KPIs such as average handling time, first-time resolution, training time per agent, and customer satisfaction rate. Agents typically interact with multiple systems during customer conversations, so having easy access to information is crucial for quick and accurate responses. This feature is less known and used compared to accessing information from knowledge and other sources within Microsoft Dynamics. The article provides a step-by-step walkthrough of how to build a Copilot plugin to access information from a third-party solution, using Salesforce as an example. The process involves configuring Salesforce, creating the plugin in Microsoft Copilot Studio, and enabling the plugin in Dynamics 365 Customer Service Admin Center.

Article 4m Tricia Sinclair

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