Custom Copilot Record Summaries in D365 Customer Service
Last week, an article was published on how to configure and enable Copilot Case Summaries in Dynamics 365 Customer Service. This feature allows users to quickly understand essential details about a record without manually sifting through all the related data. Previously, record summaries could only be configured for Cases, but now it is possible to configure summaries for other tables as well, including custom tables. To create a new record summary, navigate to the Customer Service Admin Center app and go to the "Productivity" section. From there, you can add a new summary for a table and specify the data that the summary will be based on. After configuring the summary, it needs to be published to the agents. Exclusions can also be set for certain information in the summary. Finally, the summary control needs to be added to the form and an event handler needs to be added to make the summary control visible.
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