Empower agents to draft case-based knowledge articles with Copilot
Microsoft Dynamics 365 Customer Service has introduced a new feature called knowledge draft assist, which helps agents generate knowledge draft proposals from resolved case data. This feature allows agents to quickly draft knowledge articles using important case data such as descriptions, email exchanges, and agent notes. The draft adheres to industry-standard Knowledge-Centered Service (KCS) format and can be further revised by the agent before sending it for approval and publishing. This feature aims to improve knowledge sharing among agents and enhance customer support. To learn more about drafting knowledge articles with Copilot, you can watch a video introduction or read the documentation provided.
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