Welcome to “Custom-Fit Customer Service” — a short blog series exploring how core Dynamics 365 Customer Service features, including Copilot, can be used in a custom model-driven app instead of the traditional Service Hub or Customer Service Workspace.
Based on a real-world pilot project, this series highlights what works out of the box, what needs extra care, and what to watch out for when you step outside Microsoft’s preferred paths. If you’re designing tailored service experiences or working in hybrid environments, these posts are for you.
In this first post, we’ll have a look at how to enable Copilot for Customer Service in a custom model driven app. I recently did this for one of my customers, wanting to do a pilot project on utilizing the Copilot chat and email draft in response to certain customer cases and queries.
Step 1: Add the Customer Service Copilot Enabled setting definition to your solution.
In the Edit Customer Service Copilot Enabled pane, inside the Setting app values section, set the New app value to Yes for the required (custom) app.
Step 2: Enable COpilot features and index knowledge source material
Once the settings has been deployed to/enabled in your environment, it’s time to adjust the feature specific settings of your Copilot model in Copilot Service Admin Center.
Enable Copilot for questions and emails, by choosing the applicable features to be enabled.
Keep in mind that Copilot utilizes different (non-internal) knowledge sources for different purposes – so be sure to synchronize your use cases with your knowledge base. I covered this topics in a previous post Tackling the Copilot Service knowledge silo paradox – CONTACT CENTER CHRONICLES
disclaimer one: you might initially be left without knowledge sources
When you’ve enabled Copilot for questions and emails you might come across the scenario of no articles becoming available.
This will be noted for the user in the Copilot pane as following:
The indexing should in theory take no more than 24 hours, but I’ve come across this scenario in multiple organizations where the attribute in the article is not indexed even though the Dataverse file search attribute record is created. I’ve highlighted this to Microsoft’s support team at several occasions, to get an understanding of why this is happening and if there is anything that can be done to speed up the process.
One thing you could try to get a jump start is to remove the standard filter attributes of e.g. article status eq Published (these can be added again at a later stage).
In my experience the indexing has taken between 24 hours and 96 hours, and I’m still awaiting feedback from Microsoft on the expected time frame and why the discrepancies in the indexing appear.
disclaimer two: in this case – copilot’s for everyone
Unlike in 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.
Have you tried enabling Copilot in a custom app? Noticed any quirks, blockers, or clever workarounds worth sharing? I’d love to hear what you’ve seen in the wild.
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