Microsoft Dynamics 365

Copilot in Dynamics 365 Customer Service

Amelie Streller,

October 3rd, 2023

4 min read

Organisations continuously strive to provide the best possible customer service to their clients, to drive customer satisfaction and retention. However, seamless customer service can be difficult, and as such organisations must use the right tools to support them with this process.

Microsoft recently introduced Copliot to Dynamics 365 Customer Service, a tool powered by artificial intelligence that facilitates faster, more efficient customer service.

In this blog post, we will introduce you to this new functionality and explore how these capabilities can transform your customer service process. The artificial intelligence functionality we will be exploring will cover:

  • Ask a Question
  • Compose an Email
  • Summarise a Case

D365 Customer Service Copilot Features

Once enabled, users will find the Copilot pane on the right side of their screen. To open Copilot users must simply click on it and Copilot will open.  

Depending on where in the system users are, they will either see two tabs named ‘Ask a question’ and ‘Write an email’, or one section within a case called ‘Case Summary’. Each of these can do different actions, and these are detailed below.

Ask a Question

Similar to ChatGPT, the ‘Ask a question’ functionality within Copilot does precisely what the name suggests: users can pose any question, and the system will generate an answer to it. The knowledge used to answer these questions are both from internal and external sources that are established during the implementation of your system.

This functionality makes it possible for customer service agents to quickly find the answers they need regarding certain issues, making it easier and faster to resolve cases.


Compose an Email

Responding to clients can be a time-consuming task, even when email responses often share similarities.

Copilot in D365 Customer Service streamlines the email response process by allowing users to create responses within seconds. The emails created by Copilot are based on the individual case, taking factors such as previous enquiries, product details, etc. into consideration. Once created, users can easily edit responses or simply copy and paste the email.

By default, copilot offers predefined email prompts such as “suggest a call,” “request more information,” “empathise with feedback,” “provide product/service details,” and “resolve the customer’s problem.” However, should users require responses beyond these predefined options, custom prompts can be used.

The ‘Compose an email’ functionality within Copilot not only speeds up the response rate of your customer service agents, but also makes it possible to personalise communications quickly. This ensures that customer service agents are providing the best possible service to your clients, without spending too much time on writing responses.


Summarise a Case

Customer service cases, especially more complicated ones, often go through various agents. Because of this, agents may invest a significant amount of time in understanding the current status of a case and the progress made towards its resolution.

Copilot empowers customer service agents to summarise cases with a simple click of a button. The summary generated will give an overview of key issues, actions taken, and outcomes achieved. This quick generation enables customer service agents to quickly understand where a case is at and the next actions that need to be taken.

To access this feature, users need to select a case from the list of cases in D365 Customer Service, and then click on the expand arrow beside the ‘Case Summary’ section. Once opened, Copilot swiftly generates a summary.


As businesses strive for operational efficiency and exceptional customer service, the addition of Copilot in D365 Customer Service solidifies it as a front-runner in the market.

Want to explore Copilot in Dynamics 365 Customer Service more? Then get in touch with our team and we will be more than happy to help you, by emailing us at, calling us on 01908 038110 or filling out the contact form.


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