Enable features in Copilot pane

You can enable customer service representatives (service representatives or representatives) to use Copilot to generate responses and compose an email in a non-Microsoft CRM.

Prerequisites

• You have the System Administrator role.
• If you aren't in the North America region and you want to use the web search powered by Bing feature, you must enable data movement across regions and Bing search in Power Platform admin center. See Enable data movement across regions.
• You must have knowledge management enabled in your CRM.

Enable Copilot assist features

Perform the following steps to enable the Copilot features in Copilot Service admin center:

1. Use one of the following navigation options:
   • Select Manage in Agent Experience > Productivity > Copilot for questions and email
   • Select View in Get started > Home > Questions and emails setup.

Ask a question

The Ask a question feature enables representatives to ask questions and get responses from Copilot. The Ask a question tab in Copilot pane also allows service representatives to generate case summary, conversation summary, and resolution notes. You can enable these features in the Copilot embeddable widget page. Learn more in Configure embedded AI agent.

Enable proactive prompts

Proactive prompting enables service representatives to discover and prompt Copilot effortlessly, without the need for manual typing. This saves the service representative’s time and improves the quality of their overall experience.

1. On the Copilot for questions and emails page, select Manage prompts for Ask a question.
2. On the Manage prompt settings page, select the following as required:
   • Suggested prompts
   • Proactive insights
3. In the Prompts from my organization section, select Add new prompt to add the prompts that you would like to use.
4. Select Save and close.

Knowledge sources

Select Include a knowledge base or another type of knowledge source to allow Copilot to use the knowledge base or other knowledge sources for generating responses. If you don't select this check box, the Ask a question feature won't be available in the Copilot pane.

Enable knowledge base

Select Knowledge base to allow Copilot to use internal knowledge base resources for generating responses. The information is used for the ask a question and draft an email in the Copilot help pane. By default, this option is disabled.

If you've disabled the knowledge base option, Service representatives can use Copilot to draft an email using the Suggest a call, Request more information, Empathize with feedback and Custom prompts only.

Enable knowledge sources configured in Copilot Studio (preview)

You can enable customers to integrate various knowledge sources without having to add the content directly into the knowledge base. When knowledge sources are added, Copilot can use enterprise data from Power Platform, Dynamics 365 data, websites, and external systems. Knowledge sources allow your agents to provide relevant information and insights for your customers. Learn more in Enable knowledge sources from Microsoft Copilot Studio (preview).

Enable translation

Select Let agents translate responses to allow service representatives to translate responses generated by Copilot to their preferred language.

Write an email

The write an email feature enables service representatives to compose an email using Copilot. Select Help pane - Write an email for service representatives to see the Write an email tab in the Copilot pane.

If Copilot must use knowledge sources to generate emails, you must set the Contextual email drafting with AI toggle to Yes in Power Apps. Perform the steps in Enable draft an email in the rich text editor to set the toggle.

Manage data for email responses

You can modify the source case fields that Copilot uses to draft emails and improve the context and accuracy of the results. You can also select a custom field that Copilot uses to generate responses.

1. On the Copilot for questions and emails page, select Manage data for Help pane - Write an email.
2. On the Manage data for email respones page, you can map the default fields that Copilot uses to draft emails to the relevant data fields from a specific record type.
3. You can unselect the record that you don't want to use for email responses. For example, if the Copilot shouldn't consider notes linked to a case while drafting an email, you can unselect the Case notes row.
4. Select Save and close.