Are you ready to revolutionize your Dynamics 365 Customer Service app with the power of AI-driven Copilot Case Summaries? In this step-by-step demonstration, we’ll show you how to enable this game-changing feature that automates case summarization, enhancing agent productivity and efficiency. With Copilot, your team can quickly generate contextual summaries that highlight key information, including case details, customer sentiments, and action items. This powerful tool allows agents to focus on delivering exceptional customer service while minimizing time spent on administrative tasks. Join us as we guide you through the straightforward process of activating Copilot Case Summaries and elevating your customer service experience!
So you want the most powerful productivity tool on the planet to generate case summaries for you? This tool is amazing. Microsoft has begun rolling out the ability to create Automatic Case Summaries using Copilot in the Customer Service App. You need to get this turned on. Fortunately, that is exactly what we’re going to be covering today in this step-by-step demo for your case summaries using Copilot.
For more information on Copilot and what it can do, be sure to check out this post here.
How to Enable Copilot Case Summaries
Firstly, you’re going to open up the Power Apps Maker Portal. Then you’re going to navigate to Apps and open the Customer Service Admin Center app.
Please Note: You are not editing the app, but that you are “playing the app”. The App should load on a new tab and resemble the screenshot below
Now, navigate to Productivity on the left hand side, under Agent Experience. This will bring up several different options within the customer service app to help boost the agent’s productivity that use your Customer Service Workspace. One of the items on the list should Summaries. To move to the next step and configure case summaries, select Manage.
When you do this for the first time, you’re going to get a “Copilot Summaries preview” screen where you have to provide your consent to opt into using Copilot for your Organization. Once you Opt-in you will see this screen below.
Once you are on this screen, you can select the corresponding check boxes in the Copilot Case Summaries section to turn on the capability to have Copilot automatically craft case summaries for your agents.
Please Note: If you have Omnichannel installed into your environment, then you’re going to see a second checkbox directly below the case summaries. This is going to enable you to bring conversation summaries using Omnichannel in your customer service workspace.
After configuring your settings, don’t forget to click Save and close to save your changes! Once you hit Save and close, you have successfully turned on case summaries using Copilot. Just so you know, you will want to turn on the Copilot Help Pane and set up your organizations knowledge base in order for this to work. This blog here will walk you through a step-by-step guide on how to do so!
In Conclusion
The Copilot Case Summary tool in Microsoft Dynamics 365 Customer Service is an AI-powered experience that helps employees deliver faster and more focused customer care. It does this by drafting contextual and personalized answers to questions in both chat and email, and by providing an interactive chat experience over knowledge bases and case history. The tool provides real-time AI-powered assistance that will help agents resolve issues faster, handle cases more efficiently, and automate time-consuming tasks.
Copilot case summaries help you to quickly understand the context of a case and resolve customer issues more efficiently. The case summary includes key information such as the case title, customer, subject, product, priority, case type, and description. Copilot in Dynamics 365 Customer Service captures key information like the customer’s name, the issue or request, the steps taken so far, the case status and any relevant facts or data. It will also highlight any sentiment expressed by the customer or the agent, plus action items or next steps.
By using Copilot in Microsoft Dynamics 365 Customer Service to provide a summarization of a customer’s case, support engineers can quickly get abreast of the situation so they can begin strategizing on how to solve it. This allows them to focus on delivering high-quality service to their customers.
Fortunately, because of my experience using Copilot, reading different blogs, and watching a ton of videos or live events. I have been able to develop an honest review of Copilot in it’s current state. If you’re interested, be sure to check out this post here. Happy Developing!