Dynamics 365 Customer Service: Copilot and AI innovation - Use Copilot Cowork to orchestrate insights and actions for representatives
From Microsoft's description: “The built-in checkpoints provide human-in-the-loop governance, ensuring accuracy, compliance, and trust before any changes are committed.</p> <p>Enabled for:</p> <p>Enabled by admins/makers/marketers for end users</p>”
<p>The plugin in Copilot Cowork is available out of the box for service representatives. They can use the Customer Service skills after the administrator enables the plugin for them in Cowork settings. The key capabilities are as follows:</p> <ul> <li><strong>Prioritizes and enriches cases</strong>: Surfaces highest-attention cases with suggested next actions.</li> <li><strong>Reviews for criticality and severity</strong>: Flags cases where severity mismatches actual urgency signals.</li> <li><strong>Briefs case at intake</strong>: One-screen customer, history, prior cases, and SLA snapshot.</li> <li><strong>Summarizes root cause and resolution</strong>: Proposes likely cause and ranked next-step resolutions.</li> <li><strong>Matches knowledge articles</strong>: Matches top articles, flags gaps, updates stale content.</li> <li><strong>Drafts replies</strong>: Generates template-based customer email replies for CSR review.</li> <li><strong>Handles escalations and handoffs</strong>: Detects triggers and assembles escalation packet for next owner.</li> </ul> <p>Business Value:</p> <p>The Customer Service plugin in Copilot Cowork helps service teams boost productivity at scale by offloading complex, multi-step case workflows. It ensures every action is grounded in the right Dynamics 365 environment and enriched with Microsoft 365 context, eliminating manual lookup.<br> The custom skills allow teams to tailor Cowork to their workflows, knowledge sources, and triage rules for more precise assistance. The built-in checkpoints provide human-in-the-loop governance, ensuring accuracy, compliance, and trust before any changes are committed.</p> <p>Enabled for:</p> <p>Enabled by admins/makers/marketers for end users</p>
Affected: Microsoft Copilot (Microsoft 365), Dynamics 365 Customer Service