microsoft 365 copilot training guide

Microsoft 365 Copilot is an AI-powered tool that enhances the agent experience in Dynamics 365 Customer Service. This training guide will provide you with a comprehensive overview of how to use Copilot to effectively solve customer issues and deliver high-quality service. By following this guide, you will learn how to leverage the features of Copilot to resolve issues faster, handle cases more efficiently, and automate time-consuming tasks.

Introduction to Copilot

Copilot is a powerful tool that leverages artificial intelligence to assist customer service agents in their daily tasks. It provides real-time assistance and guidance to agents, helping them find relevant information, draft responses, and provide personalized solutions to customers. With Copilot, agents can save time, improve productivity, and deliver exceptional customer service.

License Requirements

Before using Copilot, ensure that you have the necessary licenses in place. The following license requirements apply:

  • Dynamics 365 Customer Service Enterprise license is required for features such as summarizing cases, asking questions, drafting emails, and accessing Copilot analytics.
  • Customer Service add-in license (Chat, Digital Messaging, or Voice) is required for drafting chat responses and summarizing conversations.


Before using Copilot, make sure that your administrator has enabled the Copilot features in Dynamics 365 Customer Service.

Using Copilot

Ask a Question

When you sign in to any of the Customer Service agent apps, Copilot opens in the right side panel with the Ask a question tab ready. Copilot acts as your partner, helping to answer questions without your having to search for the information.

Draft Questions

With Copilot, you can ask free-form questions just as you would ask your colleague or supervisor who might know the answers. There are several actions you can take with Copilot:

  • Ask a direct question: Copilot shows the most relevant answer from the knowledge sources your organization has made available.
  • Ask follow-up turn by turn questions: If Copilot’s response isn’t immediately useful, you can ask follow-up questions and guide Copilot in a natural, conversational way.
  • Ask Copilot to attempt a better response: Copilot can rephrase responses based on more guidance, such as “Can you summarize your response?” or “Can you attempt a response providing details for each of the steps you mentioned?”

Using the Responses

If you are satisfied with the response Copilot provides, you can use the whole response or a part of it to answer the customer’s question. Here are some ways to utilize the responses:

  • Copy part of Copilot’s reply into your chat or read from it during a voice conversation. Select the copy icon to copy the entire response to the clipboard.
  • In an active digital messaging conversation, select “Send to customer” to open an editing window where you can revise the response and send it to the customer. You can also change customer keywords to prompt Copilot to generate a more accurate response.
  • Select “Check sources” to see the knowledge base or website links from which Copilot drew the response. You can use this supplemental information as a resource or share it with the customer.

Provide Feedback

To rate the usefulness of Copilot’s responses, select the thumbs-up or thumbs-down icon. Your feedback helps improve the accuracy and relevance of Copilot’s suggestions.

Draft Emails

Copilot also assists in drafting email replies to customers, allowing you to quickly respond to customer inquiries and provide effective solutions.

Writing an Email with Copilot

When you start to draft an email, Copilot opens in the right side panel and presents five predefined prompts and one custom prompt. These prompts help you structure your email and provide relevant information:

  • Suggest a call: Drafts a reply that suggests a call with the customer today or tomorrow.
  • Request more information: Drafts a reply that requests more details from the customer to help resolve the problem.
  • Empathize with feedback: Drafts a reply that provides an empathetic response to a customer who expresses a complaint.
  • Provide product/service details: Drafts a reply that offers details or answers customer questions about a particular product or service.
  • Resolve the customer’s problem: Drafts a reply that provides a resolution—and resolution steps, if applicable—to the customer’s problem.
  • Custom: Allows you to provide your own prompt for the reply.

Review and Copy Suggested Replies

When you select one of the predefined prompts, Copilot generates a suggested reply. Always review the response, make any necessary changes, and then select “Copy to email” to copy the entire response to your draft. Alternatively, you can select a part of the response and use the right-click menu to copy and paste the selection.

Using the Custom Prompt

The custom prompt is a flexible option that allows you to include talking points, define objectives for the email, and determine its length and tone. After providing the custom prompt, select the “Create response” arrow to generate the response. Always review the response before sending it to the customer. You can revise the custom prompt, if needed, above the reply and select “Refresh” to update the response.

How Copilot Uses Knowledge Base and Web Sources

By default, Copilot uses internal knowledge base sources to generate responses. If your administrator has set up trusted domains, Copilot searches the internal knowledge base and up to five trusted domains to produce the result.

Draft a Chat Response (Preview)

Important: This is a preview feature and may have restricted functionality.

Copilot also provides the ability to draft chat responses during a conversation with a customer. This feature is currently available as a preview in North America, Europe, and the United Kingdom.

Generating a Chat Response

To generate a chat response with Copilot, select the one-click response generation button located at the lower-right corner of the Conversation control panel and at the lower-left corner of the Copilot pane. Copilot analyzes the context of the conversation and the latest customer question or message, and drafts a response to send directly to the customer. You no longer need to manually type the question.

Applying Filters

You can set up filters for Copilot to generate responses based on specific topics. Filters provide immediate context and reduce the chance of getting irrelevant responses. For example, if you work only on credit card related queries, you can apply the credit card filter to retrieve only relevant credit card content from the knowledge source.

To apply a filter, follow these steps:

  1. Select “Filters” on the Copilot pane. The Select filters menu will appear.
  2. Select the required options or search for a filter option.
  3. Select “Apply”.

Once you set a filter, it will be saved and applied to the following Copilot features: asking a question, drafting a chat, and email. A visual indicator with the number of filter options selected will be displayed next to “Filters”.

Copilot Language Support

Copilot detects your UI language and generates responses in that language. For example, if a case has notes in Spanish and your UI language is set to Spanish, Copilot will generate responses in Spanish. When the input contains mixed languages, Copilot generates responses based on the language set for your UI.

Note: Copilot tries to generate responses in your preferred UI language even if it is not officially supported.


By utilizing the features and capabilities of Microsoft 365 Copilot, you can enhance your customer service experience, improve productivity, and provide exceptional support to your customers. With its AI-powered assistance, Copilot revolutionizes the agent experience in Dynamics 365 Customer Service, making it easier and faster to resolve customer issues. Take advantage of this training guide to familiarize yourself with Copilot and optimize your customer service interactions.

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