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

Microsoft is adding more and more functionality to Copilot and I am loving it! It’s almost like every time I log into one of the Dynamics 365 apps, there are new things that Copilot can do, no matter which app I am in! Today I am going to discuss a feature that you can test right now, because it is currently in public preview. The feature I am talking about is the ability for Copilot to generate a knowledge article draft from a case. You are probably aware of the fact that previously we were able to convert a case to a knowledge article by clicking the ‘convert’ button on a case, but this process wasn’t the best and didn’t create the best knowledge articles. Mainly because it just copied most of the data from the case to the article. This preview feature I’m referring to today, uses generative AI to generate a knowledge article draft, and the content of the article is based on real-world customer interactions (like notes, emails etc.), resulting in a much better quality knowledge article!

How does it work?

When this feature is enabled, a new field called ‘Propose new knowledge’ will be added to the case resolution form. There will also be a new button on the command bar, which will be visible for resolved cases only. The button is not visible for open cases or cases that have been cancelled. Agents can instruct Copilot to generate a draft article after a case has been resolved or during the resolution process: When an agent closes a case and the ‘Propose new knowledge’ field is checked, Copilot will attempt to generate a knowledge article based on the case and it’s related data.

When an agent opens a resolved case and clicks the ‘Propose new knowledge’ button of the case’s command bar. After the draft article has been created, the agent can add instructions and/or more information to revise the article. Once the article looks good it can be created and (if needed) go through the proper approval channels.

Enable the preview

Before you and your agents can test this preview feature, a system administrator needs to enable the feature in your Dynamics 365 Customer Service environment. You can do this by opening the customer service admin app and navigating to ‘Knowledge’ which is listed under the ‘Agent Experience’ section on the site map. From here you’ll need to find ‘Knowledge creation’ and click the ‘Manage’ button to access the settings. You’ll notice there are two options available for configuration.

The first check box with the option that reads ‘Let agents use Copilot to propose new knowledge based on case information during or after case resolution’ needs to be checked in order to enable the feature. Enabling this feature also adds a checkbox to the resolution form, which will be visible when an agent resolves a case. If the box is checked, Copilot will attempt to create a draft knowledge article based on the information in the case, and the related data. The checkbox below that reads ‘In the case resolution step, keep the option to propose a knowledge article selected by default’, does exactly that: when an agent resolves a case it will auto populate the check box in the case resolution window. Don’t forget to save your changes!
In the agent access section on the knowledge creation settings you’ll notice that access to this feature has been added to all the out of the box experience profiles. If you want to be able to use this feature with your own custom profiles, you’ll need to add it to one or more agent experience profiles.

Add knowledge creation to agent experience profile

Navigate to agent experience profiles in the Customer Admin app. You can do this by opening ‘Workspaces’ under the Agent Experience section on the site map. From here, you’ll need to click on ‘Manage’ next to ‘Agent Experience Profiles’ in order to access the profile(s). Click on a profile to open it. I have a profile that is called ‘Custom Profile’, which is where I will give my agents access to this preview feature. Click the edit button on the top right of ‘Copilot AI features’, on the bottom of the screen.

The settings window will open on the right and you can enable the case-based knowledge creation from here. Don’t forget to save and close the window, and (if needed) to assign the profile to your agents! I think this is a really good way to use generative AI in customer service. It will also help save agents time, as they won’t have to start writing these knowledge articles from scratch anymore! Keep in mind that currently there is a limitation on the number of languages that are supported for this feature. You can find the full list of supported languages here. I hope you enjoyed this article! Be sure to check in again next week for a new article or subscribe here to never miss another post!