Welcome to “Custom-Fit Customer Service” — a two-part exploration in how core Dynamics 365 Customer Service features, including Copilot, can be used in a custom model-driven app instead of Copilot Service Workspace.
Based on a recently worked on customer pilot project, this two-post series highlights what works out of the box, what needs extra attention, and what to take into consideration when enabling and working with Copilot Customer Service outside of first party applications. If you’re designing tailored service experiences or working in hybrid service environments, these two posts are for you.
This second post focuses on the usage of the OOB Copilot Customer Service agent and highlights some key differences between a custom- and a first party app that are worth keeping in mind.
Disclaimer 1: Everybody gets a Copilot
Unlike in the first party app Customer Service Workspace, you cannot control which users have access to the Copilot features. The agent experience/user profiles you set up in CSAC only apply to users in Customer Service Workspace, not in custom apps, so keep in mind that the enablement of Copilot will apply to all users. This also means that you cannot control which Copilot features you want to enable for which user groups. Need and usage maturity might vary between teams, and user experience profiles give you a whole other level of granularity of feature and layout enablement that simply does not apply in a custom app.
Disclaimer 2: no conversational context
This is not unique to a custom app, but the expected scenario when the work items (also known as conversations) are not created from the incoming records. In this customer’s case, all incoming emails are converted to cases and handled as traditional queue items. No conversation record = no conversational context for Copilot to work with, which in effect lessens its contextual awareness. In reality this has no affect on this customer’s case management since their conversational data lies outside of Dataverse anyway.
disclaimer 3: fewer oob features
Lacking conversational context also means you will not be able to use the summarization function on a conversation. Again, it bears no impact on the customer services processes as conversations (SMS, choice calls, chats, etc.) in this case are handled outside of Dynamics 365 – but it could affect how the product is perceived when OOB features aren’t applicable (even if so for completely other reasons). When discussing enablement of new features it’s important to set the right expectations.
DIsclaimer 4: COntextual awareness
Whereas Copilot Service Workspace is a multi-session app, meaning you can have multiple sessions open at once, and Copilot always “knows” which one it’s assisting with, custom model-driven apps are most often single-session and if you switch records, Copilot’s context completely resets. This is important to keep in mind when e.g. moving from one case to another and then needing to backtrack; the Copilot interaction will reload and previous context will have been cleared.
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