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We need to talk about... Dynamics 365 Co-Pilot... Dynamics 365 Customer Service

Updated: May 24, 2023

Continuing my new series focusing specifically on the features and functionality which are now woven into all the first party apps within Dynamics 365. This feature is called Microsoft Dynamics Co-Pilot.


At the date of posting some components of Co-Pilot are still in early release and not yet available in European tenants. But we can still review and play around with some features. Specifically in relation to Dynamics 365 Customer Service Co-Pilot in Customer Service is currently a limited preview feature available only in the US, where users can sign up for the waitlist to get access.


Co-Pilot in Customer Service

Customer Service users can spend a considerable amount of time looking at information provided as part of a case submission and then reviewing past cases and knowledge articles or consulting with colleagues to resolve customer issues. Now, Co-Pilot can do this heavy lifting to find the resources that help answer questions faster, handle cases more efficiently and provide high-quality customer service.


Customer Service users can make use of Co-Pilot within the Dynamics 365 Customer Service workspace to get help for complex customer issues, discover resolution steps and craft responses. This tool understands the context based on the current conversation, historical interactions, internal data sources, knowledge articles and previously resolved cases.


The Co-Pilot component is located on the smart bar located on the right hand of the interface. It adds to the existing smart assist, knowledge base and agent scripts components already located here. Once enabled customer service users can interact with Co-Pilot in natural language to gain recommendations, suggestions, KB's articles and more.



Upon creation of a generated response we have the opportunity to verify the response and make any modifications required before sending to the customer.

This is an extension of on-the-job training in most cases and can be useful for agents starting out in an organisation to make an impact quickly. Even seasoned service reps can use this tool to handle more queries in less time, improving the overall customer experience.

Co-Pilot will also be accessible within Outlook to draft suggested email responses to customer emails automatically. This is similar to how Co-Pilot works in Viva Sales, which I covered in the first post in this current series.



Below we can see the range of email types we can send back to the customer, such as “suggest a call”, “request more information”, or suggest your type. Co-Pilot will then create a draft response which you can then review, revise and quickly send.


At this stage this is the only prominent feature applicable to a customer service user experience. So the ability to ask Co-Pilot a question and then adjust a crafted response. The Co-Pilot feature very much relies on the data we store so needs supported by a reasonable amount of past cases, a fully compiled Knowledge Base and other supporting data, such as emails, activities and documents.


The hope is that we will see closer integration with other customer service specific features, such as Swarming and OmniChannel functionality.


To check our Microsoft Co-Pilot in Viva Sales in action, click on the video below,


Hope you all enjoyed this post on the Microsoft Dynamics Co-Pilot in Customer Service. Next up, Customer Service. Take Care, Speak Soon!





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