Ready to enhance your Dynamics 365 Customer Service experience? In this step-by-step demonstration, we’ll guide you through enabling the Copilot Rich Text Editor, a powerful feature designed to transform your email communications. With the AI-driven capabilities of Copilot, agents can craft personalized, contextual responses that boost customer satisfaction and improve overall productivity. This innovative tool leverages natural language processing to adjust tone and sentiment, ensuring each interaction resonates with your customers. Join us as we explore the seamless process of activating the Copilot Rich Text Editor and elevating your customer service workspace!
Upgrade your emails with Copilot, the powerful productivity tool from Microsoft. If you’re wondering how to enable the Rich Text Editor in Outlook for your environment, you’ve come to the right place. In this step-by-step demo, we’ll walk you through each step on how to do it.
What is the Copilot Rich Text Editor?
The Copilot Rich Text Editor is a new feature in Microsoft Dynamics 365 Customer Service that enhances the email communication between agents and customers. It is an AI-powered tool that helps agents draft personalized and contextual responses to customer queries. It uses natural language generation and understanding. The Copilot Rich Text Editor provides an interactive chat experience that allows agents to access relevant knowledge bases. It also allows you to adjust the tone and sentiment of their messages. By using the Copilot Rich Text Editor, agents can improve their productivity, efficiency, and customer satisfaction.
For more information on Copilot and what it can do, be sure to check out this post here.
How to enable the Copilot Rich Text Editor
Firstly, you’re going to go ahead and open up the Power Apps Maker Portal for your that is going to have the help pane. Then you’re going to navigate to Apps and edit the Customer Service Admin Center app.
Please Note: You are not “playing” the app, but that you are editing the app. The App should not load on a new tab and resemble the screenshot below
Once you are here, you need to scroll down, in the pages window, and find the Email forms section out of the box. If you are using an out-of-the-box configuration, it should be under all other pages. But if you have configured the in a different way, it may be in a different place within the app.
Once this Page has been selected, there should be a Settings button on the top left-hand side of your screen. Selecting settings will then display a pop up window pictured below. Navigate to the Upcoming tab, and within this tab, there is a switch to Enable Copilot in Rich Text Editor.
Set this to Yes, then Save your changes. You will then be redirected back to the Customer Services workspace editor after a few seconds. If you still have the Email forms page selected, you should now see the Adjust with Copilot widget on the page.
After you have configured any other additional items, Save and Publish your Customer Service workspace. You are good to begin using the Copilot Rich text Editor. 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 Rich Text Editor is a new feature in Microsoft Dynamics 365 Customer Service that leverages AI to enhance the email communication between agents and customers. It provides an interactive chat experience that allows agents to access relevant knowledge bases and case histories, as well as to adjust the tone and sentiment of their messages. By using the Copilot Rich Text Editor, agents can improve their productivity, efficiency, and customer satisfaction.
This tool is designed to help agents draft personalized and contextual responses to customer queries, using natural language generation and understanding. In this blog post, we explored everything you need to know on how to enable the Copilot Rich Text Editor in your customer service environment.
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!