Kategori: Copilot Service Workspace

Using AI-powered email classification to automatically categorize cases in D365 Customer Service

juli 6, 2026

Copilot Service Admin Center, Copilot Service Workspace, D365 Customer Service, Power Automate, Unified Routing

Manual triage is one of those small operational tasks that adds up quickly. An email comes in and a case is created. Someone opens the case, reads the email, decides whether it is a question, a problem, a request, or something else, and then updates the case categorization manually. That works when volumes are low.…
Consent-based recording in D365 Contact Center: how it actually works

juni 8, 2026

Copilot Service Workspace, Copilot Studio, D365 Contact Center, First Party Agents

Call recording is one of those contact center capabilities that sounds simple until you start implementing it across channels, bots, transfers, transcripts, and compliance requirements. In a traditional setup, you often end up with a mix of configuration, scripts, custom logic, and operational “please remember to…” processes. That is why the new Consent-Based Recording for…