Knowledge management best practices for Copilot ingestion
Generative AI capabilities are changing customer service, and Copilot in Dynamics 365 Customer Service can help agents save time. However, before using Copilot, it's important to ensure accurate knowledge content. Good knowledge hygiene is key, and best practices include defining the business case, establishing data quality and compliance standards, understanding the content lifecycle and integrating feedback, and measuring success. It's important to align organizational goals with the content to be surfaced and to gather feedback to update or remove knowledge assets. Tracking analytics and serving business processes are also important for measuring success. AI solutions like Copilot are built with data privacy and responsible AI principles in mind.
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