Creating a Knowledge Article With Copilot in Customer Service
UG Expert and Microsoft MVP, Kylie Kiser, shows how Copilot in Customer Service helps agents automatically create and suggest knowledge base articles while resolving cases, capturing insights in real time.
Key Takeaways
- Overview: Copilot for knowledge creation can automatically propose and draft knowledge base articles as agents resolve issues, helping capture insights in real time. Expanding this knowledge base improves Smart Assist’s ability to surface relevant information quickly, making agents more efficient.
- Knowledge creation: In the Copilot Service Admin Center, admins can enable automatic knowledge creation so agents can generate articles during case resolution. Additional settings also allow Copilot to create knowledge on agents’ behalf and streamline how quickly those resources are produced.
- Demo: Kylie demonstrates resolving a case in the Copilot service workspace, logging a customer call, and selecting the option to propose new knowledge during resolution. When the case is resolved, Copilot automatically generates a suggested knowledge base article based on the case details.
- More details, better knowledge: Even with limited case details, Copilot can trigger a pop-up to help create a knowledge article automatically, while agents can still add or convert content manually as before. The more information captured in cases and the knowledge base, the better Copilot can support users and speed up case resolution.
