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How to use Copilot in Dynamics 365 Customer Service

In a customer-led world, businesses have to continue to provide the very best in customer service to their clients to improve both satisfaction and loyalty. However, sometimes it can be easier said than done as seamless customer service can often prove tricky which means that businesses need to have the right tools at their disposal. 

If you didn’t already know, Microsoft recently brought in Copilot to Dynamics 365 Customer Service which is a tool that uses the power of AI to help organise a faster and more efficient customer service desk. 

In our latest blog article, we will show you some examples of how you can use Copilot in Dynamics 365 Customer Service to transform the way you work. 

So, what are the key functionalities of Dynamics 365 Customer Service Copilot? 

Once it has been activated, users will be able to navigate to Copilot by moving to the right of their screen. In order to open Copilot, users will need to select Copilot and open it. 

Depending on which section of the system you are in, you will see two tabs named ‘Ask a question’ and ‘write an email’ or just a single section titled ‘Case Summary’. Each of these performs different actions which will now be explained in more detail. 

Compose an email 

As many of us already know, replying to clients can often be extremely tedious even if email responses are similar to one another. 

You will find that Copilot in Dynamics 365 Customer Service makes this process much easier by enabling users to build responses in a matter of seconds. Better still, the emails formulated by Copilot are based on the specific case in question which takes into account previous enquiries, product details and much more. After the email has been created, users have the ability to make changes where necessary or simply just send the email out. 

As part of automation, Copilot has several different email prompts such as ‘suggest a call’, ‘request more information’ to name a few. However, if users require something that goes beyond the remit of the predefined email response options, custom prompts can be created where needed. 

You will notice that the ‘compose an email’ functionality through Copilot helps to speed up the response rate of your customer service team as well as making it easier to personalise communications faster. This helps to make sure that customer service teams are delivering the best customer service possible to their customers without the need to spend hours writing responses. 

Ask a question 

This works in a similar way to that of ChatGPT, users are able to pose a question in Copilot and the system will provide the answer to it. The knowledge gleaned to provide answers to these questions comes from both internal and external sources that are used during your system implementation. 

Using this functionality will enable your customer service team to give answers faster and allow them to resolve cases quickly and efficiently. 

Summarise a case 

You will find that tricky customer service cases, in particular complicated ones, can be passed between different customer service team members. As a result, customer service individuals may have to dedicate a great deal of time to gaining an understanding of the case and the progress that is required to resolve it. 

You will notice that Copilot gives customer service teams the power to summarise cases with just one click. Better still, the summary given will highlight the key issues, actions taken and outcomes. By doing this allows your customer service teams to easily follow a case and what the required actions are to help resolve it. 

In order to be able to activate this feature, users will need to simply choose a case from the list within Dynamics 365 Customer Service and then after this, select the expand arrow which you will find next to the ‘Case Summary’ section. After this has been opened, Copilot will quickly generate the information. 

Next Steps? 

If you are looking to explore using copilot in Dynamics 365 Customer Service across your business or are wanting to implement Dynamics 365 Customer Service then please talk to our team of Copilot experts now to discuss your specific requirements further. 

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