An Updated Tour of the Copilot Service Admin Center
UG Expert Heidi Neuhauser demonstrates how to navigate the Copilot Service Admin Center for Dynamics 365 Customer Service users.
Key Takeaways
- Agent features: On the homepage, the new service operations agent and preview are being promoted, which sets up contact center functionality using AI. The right side hosts quick links to admin apps. The Agent Hub is where all agents will be configured; this is important to start leveraging agents or testing them in a sandbox or trial environment. The rollout manager can help users with a rollout plan
- Agent Insights: Once users have agents configured and running in their environment, they can benefit from great insights and performance information here. This is a good place to start learning about agents and what they do for those new to agents. After learning about it, users can click the manage button, and it will walk through everything they need to do. Available agents include the case management agent, the customer intent agent, the knowledge management agent, and the quality evaluation agent.
- AI hub area: Users will likely spend a lot of time in this area. Something important here is the Copilot features. If you’re not leveraging Copilot inside of your customer service implementation, you can learn how to ask questions, get conversation summaries, tailor those summaries using specific columns, access case summaries, and write an email. Heidi considers this her favorite feature of using Copilot inside of Dynamics
- Compliance and security: Heidi highlights where users can click “learn more” to get information on compliance and security. This element is a nice callout to responsible AI, security, privacy, and compliance.
- Admin settings: This is great for users to manage various items that are mission-critical in the customer service app. It places a lot of key information in one space. Heid highlights areas that users can manage case settings, get governance support, and other overview areas, including where to manage your knowledge.
