Summary

Copilot configuration connects service requirements to the AI assistance that representatives receive in Copilot Service workspace. A complete implementation addresses more than feature enablement. It defines access, grounding, summary data, prompts, app placement, monitoring, and human review.

In this module, you configure Dynamics 365 Customer Service to:

• Enable immersive and side-pane Copilot experiences and assign access through experience profiles and security privileges.
• Configure case and custom record summaries by selecting source data, related records, verbosity, and output format.
• Generate conversation summaries at appropriate points and organize them for consultations, transfers, case creation, and wrap-up.
• Manage automatic summary placement and extend supported Copilot features to custom model-driven apps and forms.
• Configure the Customer Support agent's instructions, knowledge, filters, immersive experience, email behavior, and organizational prompts.
• Evaluate Copilot Studio extensibility and govern recorded representative interactions and feedback.

These settings work together. Environment enablement doesn't override Dataverse permissions, an experience profile doesn't improve weak grounding, and a structured summary doesn't remove the need for representative review. Validate the complete experience with representative accounts and realistic records before deployment, then use feedback and interaction data to identify access, knowledge, prompt, and process improvements.

Copilot assists representatives with information and generated content. Case Management Agent performs configured autonomous case lifecycle work and requires separate prerequisites, controls, testing, and governance. A separate module covers that configuration.