Copilot – Create Knowledge Articles From Resolved Cases
Dynamics 365 Customer Service has a new feature called Copilot that allows agents to generate suggested knowledge articles based on resolved cases. To enable this feature, go to the "Customer Service Admin Center" app and enable the knowledge creation options under "Agent experience." Agents can then create draft knowledge articles from resolved cases using Copilot. The proposed articles are of higher quality compared to the existing "convert to" option. Agents can review and publish the draft articles, improving the knowledge base for other agents and customers. This feature helps companies improve their knowledge base and is a great addition by Microsoft.
Article 10m
Login now to access my digest by 365.Training
Learn how my digest works
Features
- Articles, blogs, podcasts, training, and videos
- Quick read TL;DRs for each item
- Advanced filtering to prioritize what you care about
- Quick views to isolate what you are looking for right now
- Save your favorite items
- Share your favorites
- Snooze items you want to revisit when you have more time