Microsoft has announced the preview of SharePoint integration with Copilot in Dynamics 365 Customer Service. Dynamics 365 customers are welcome to sign up for the preview to experiment with the capability in a test environment. It's been noted that Copilot, which already works with your internal knowledge base, can generate suggestions for chat and draft email content, as well as help agents discover high quality information. Customers testing Copilot have expressed a wish for it to use substantial knowledge from external sources like SharePoint.
Moving forward, those previewing Copilot can continue to use either their internal knowledge base or SharePoint as their primary knowledge source. Early user feedback is encouraged as it will help in refining the service.
SharePoint's integration with Copilot promises more potential for Dynamics 365 Customer Service. Its capability to scour real-time SharePoint content, process it and present it in an easy-to-digest form will significantly improve agents' productivity. This is only made possible by leveraging Microsoft's cutting-edge technologies, such as the federated search framework and Azure Open AI service. The move to include external knowledge sources reflects Microsoft's commitment to meeting user needs, offering flexibility, and evolving their products with customer feedback in mind.
Microsoft Copilot with SharePoint knowledge is a new preview capability for Dynamics 365 Customer Service. It can help agents to serve customers with confidence by providing suggestions for chat and draft email content. Administrators can configure Copilot settings within the Customer Service admin center app to include an internal knowledge base or SharePoint. Copilot will use the federated search framework within Dynamics 365 with graph search APIs to search for SharePoint content in real time. It will then process it further with Azure Open AI service to generate a relevant response parsed across thousands of lengthy files. Customers previewing Copilot can use either their internal knowledge base or SharePoint as their primary knowledge source.
SharePoint, Copilot, Dynamics 365, Knowledge Base, Azure Open AI