Copilot – Filters
Microsoft has added the ability to define filters for Copilot in Dynamics 365 Customer Service apps. These filters allow agents to tailor Copilot answers based on specific criteria. Filters can include options such as only including published articles or returning only the latest version of an article. Additionally, filters can be set to only show articles related to a specific brand or product set. The options to maintain Copilot filters can be found in the customer service admin center under the insights option. Agents can also control filters while reviewing Copilot results, and automatic filters can be applied based on fields in a case. Overall, this new filtering option enhances the functionality of Copilot in customer service scenarios.
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