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- Learn how to help representatives understand case context, handle incoming email, prepare customer communications, and automate approved case work with governed AI.
This module explains how to:
- Enable Copilot experiences and control representative access.
- Configure AI email classification for case creation, routing, and downstream automation.
- Configure Case Management Agent for governed case creation, updates, resolution, follow-up, and closure.
- Configure case, custom record, and related record summaries.
- Extend Copilot to custom model-driven apps and forms without duplicating summary experiences.
- Configure Customer Support agent instructions, grounding, filters, email behavior, and prompts.
- Govern AI access, autonomous actions, representative interaction data, and Copilot Studio extensibility.
- Learn how to give each service role a focused workspace with the case context and productivity tools representatives need to resolve customer issues.
In this module, you learn how to:
- Explain how experience profiles tailor Copilot Service workspace.
- Create profiles and assign them directly, by security role, or as the default.
- Configure application tab and session templates for case work.
- Control productivity pane features through a profile.
- Validate profile assignments and representative experiences.
- Learn how scripts, macros, and contextual automation reduce repetitive work, reinforce approved service processes, and help representatives resolve customer issues consistently in Copilot Service workspace.
In this module, you learn how to:
- Design macros that automate common record, session, and communication tasks.
- Pass contextual data to scripts and macros by using the automation dictionary.
- Configure scripts and associate them with session templates.
- Make built-in and custom productivity tools available through experience profiles.
- Learn how to use Microsoft Teams and AI-assisted contact suggestions in Dynamics 365 Customer Service to find experienced coworkers, collaborate on cases, and support customers.
In this module, you learn how to:
- Configure embedded Microsoft Teams chat in Dynamics 365 Customer Service.
- Configure AI-assisted and rules-based contact suggestions in Microsoft Teams.
- Use AI-assisted suggestions and connected Teams chats to collaborate on cases.
- Invite customers to a Teams call for video, screen sharing, and remote assistance.
