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“ Unlocking Efficiency: Leveraging CoPilot in D365 Customer Service for Automated Knowledge Article Creation ”

If you have noticed, no day is gone without seeing that little copilot popup on your Windows system. Well, Microsoft has updated everything including the Dynamics 365 apps. When you open these apps, you can easily and conveniently automate daily tasks simply with copilot. 

However, how is it benefiting businesses with customer services? If you haven’t yet explored Copilot’s knowledge management in Dynamics 365, this article is for you. With the new feature known as knowledge article draft from a case, you must know that you will be rocking customer service. But how? In this post, we will talk about copilot in Microsoft Dynamics 365, especially knowledge article creation.

Microsoft Copilot

How does Copilot work for an Automated knowledge article?

The feature is currently in a public preview, so you can check it out for yourself. However, if you are familiar with it, you might think that this feature already exists. No. 

Previously, in d365 customer service, we used to create knowledge articles by clicking the convert button on the case.

However, the process is outdated now and does not offer knowledge-based articles. This new feature incorporates generative AI capability to create these articles. The result is based on real-world customer interactions such as notes, emails, etc., so you get better-quality articles.

How Does Knowledge Management in Dynamics 365 Help Agents?

Troubleshooting knowledge is the lifeblood of customer service agents. Swift information on a specific topic with accuracy is rare. But in these times of AI and automation, customers have higher expectations. To keep up with the pace, this Dynamics 365 knowledge article in business applications like Dynamics 365 is a life saviour. It saves time and increases the productivity of your agents. Besides, you can boost your Customer satisfaction score (CSAT) with exceptional customer support.   

Agents heavily rely on the updated information on the relevant topics. They are bound to bring tactical insights and personal competency when troubleshooting customer cases. However, these features can resolve the problem and store the information in the app. They can update it or even specialised authors or experts might edit it too. But for the initial remedy of a problem, you can always take it for a win.

Now, the first step is to enable this preview in Microsoft Dynamics 365 customer service.

Enable Copilot to Generate Knowledge

Navigate to the customer service in Admin Centre from Dynamics 365 sales or F&O:

1
Select Knowledge in the site map's Agent Experience section, then Manage for Knowledge Creation on the Knowledge page.
2
The preview of the knowledge production page has a few checkboxes. One option is to allow agents to use Copilot to propose additional knowledge generation through the case. Then, during the case resolution stage, maintain the option to recommend a knowledge article selected by default.
3
In the User Experience data, click the box to allow the system to collect user interactions with AI as well as input on AI suggestions. The data can subsequently be used to evaluate knowledge sources and generate usage reports.
4
Check the boxes, then save and close.
5
Below is the image to show the screen display.
CoPilot in D365 Customer Service

How to Use Copilot to Generate Knowledge Drafts?

As you take one step forward toward better Dynamics 365 customer insights, this feature to generate a knowledge draft can be quite handy. So, if you are resolving a case and need a quick solution, follow the steps below. Start by navigating to the list of cases, as you have customer queries. 

1
Select and open the case that requires a solution from your list of active cases.
2
On the Resolve Case dialogue, check the box labelled Propose new knowledge article for this case before clicking Resolve. The Propose new knowledge (preview) window opens a rich text editor with a draft that includes the title, issue, cause, and resolution.
3
To create a knowledge draft from a resolved case, open it and click Propose Knowledge Article from the command menu.
4
While Copilot is creating the proposal, you can choose to stop drafting.
5
Once you have the draft proposal for your case, the following are a few actions you might take:
Propose New Knowledge
Propose New Knowledge 1

This automatically created knowledge draft includes the following: 

The draft follows the industry-standard Knowledge-Centered Service (KCS) format and, of course, boosts your customer engagement. The agent can validate and transmit the document to downstream reviewers for additional content quality and compliance checks before approval and publication. So, all done. Now, you can choose the topics or cases and get the solution right away. 

Bottom Line

Finally, we know that agents can use Copilot to generate a knowledge draft based on case data, including case descriptions, email exchanges, summaries, and agent notes. 

So, be it Dynamics 365 field services or any other app that requires agents to answer all questions efficiently, this feature can help resolve customer issues conveniently. 

If you want more guidance on the Dynamics 365 solution, new or existing, DHRP experts are happy to help.

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