Use Copilot in D365 Customer Service to generate knowledge articles from cases (preview)

[Music] please welcome your host Deon Taylor hey guys Deion Taylor here in this video I'm going to show you a new feature inside of co-pilot for dynamic 365 customer service that will allow agents to generate a knowledge article draft directly from a salt case or while they're in the process of solving the case I will show you how you can enable this and also how exactly it works so here's how this works so you can see here I'm working on this case I have talked to the customer and I entered a note showing all the different things that I did trying to resolve this case so now that this case is done I'm going to click here on resolve case and as you can see here we now have this checkbox that says propose new knowledge article for this case so let's just go ahead and do that I'm going to say this is done I'm going to click on resolve this is going to now close my case but look what it does as well it now actually puts together that new knowledge article based on the information in that case and you can see here mainly the information in those notes that I have in there so what you can do from here is obviously you can put some instructions in here right so you can see there's an example here add info about the warranty window blah blah blah so I can revise this with instructions and then click on this button over here so let's go ahead and do that I'm going to click here on revise and it's not really doing a lot but let's just say that this looks good to me I can then go ahead and click on create proposal and this is now as you can see here is creating that knowledge article so from here I can review it and and let's just give it a second here there we go so here you can see all of the that content that you saw copilot offered up uh right as I was trying to create that article now the other way that I can actually uh get a knowledge article is not just during the resolution of a case but I can go to a case that is resolved right this I just resolved this case and as you can see there's this new button on here that says POS new knowledge so I can go ahead and click on that and that is now doing the same thing right it's now going to look at that data in that case you can see here it's now giving me some more information and then I can create that knowledge article from here so that's how that works now there is something that you need to do first let me just discard this discard but you need to enable this functionality obviously so I'm going to go ahead and show you where you can do that so you're going to go to the customer service admin Center and then uh you can see knowledge below here the agent experience so you can click on that and you can see here the knowledge Creation with that little AI co-pilot icon on there as well so from here you can say I want to manage those changes and this is where you can enable this right so you can let agents use co-pilot so this is just enabling it and what you're doing here is what when you saw me try to resolve that case that option to propose that knowledge article will be set to yes right it will be checked by default so if you don't want to do that then you want to uncheck that now the other thing that I want to mention here is what you see here regarding agent access you can see it says agents added to out of the box experience profiles can use copil to create these knowledge articles from a case um so what this means is that if you have your own agent experience profiles that you created you need to add it there so I'm going to go ahead and I'm going to go and visit those agent profiles and you can see here I actually created a custom one here so if I open up my custom profile here let's just give it a second all right and then you scroll all the way down these are where those co-pilot AI features are that you can then configure so if you click here and edit this is that knowledge creation section right if you want your agents to be able to do that you would actually enable that here on your custom profiles and then assign that to agents and then they can start uh working with that so that's how that works I hope you enjoyed this video and if you did did don't forget to hit that like button also don't forget to subscribe so you'll never miss another video again thanks for watching until next time

Channel: D365 Goddess

Views: 464

Keywords: Copilot, agent copilot, create, customer service, generate, knowledge article, knowledge articles

Id: cSvfvSWWYH0

Length: 5min 40sec (340 seconds)

Published: Tue May 07 2024