Kategori: Copilot Service Admin Center
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One of the most interesting new additions to Dynamics 365 Contact Center is the Service Operations Agent. It promises a more conversational way for administrators to configure, validate, and troubleshoot contact center setup. Instead of navigating through every admin screen manually, you can ask the agent to help create or inspect configuration across workstreams, channels,…
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As AI capabilities mature within Dynamics 365 Contact Center, one topic that increasingly surfaces in architecture discussions is prompt handling. Not all prompts are created equal. The difference between Microsoft’s default prompts, administrator-configured prompts in the Customer Service Admin Center (CSAC), and fully extensible Copilot prompt plugins is not cosmetic, it is architectural. At its…