With this feature, administrators can configure email prompts as part of email templates. When a customer service representative inserts an email template, Copilot autopopulates content from the prompts, improving agent productivity and reducing manual effort.

With real-time creation, the moment agents close a case, Customer Knowledge Management Agent analyzes the case and case-related notes, conversations, and emails to draft a knowledge article that fills knowledge gaps and helps your organization respond to emerging issues in minutes. Customer Knowledge Management Agent compares the content of the case against your Dynamics 365 knowledge base to determine if a new article is needed, while also ensuring that content isn't duplicated. It ensures compliance by scrubbing sensitive data, and it can be extended with custom automated compliance checks from your organization.

It can automatically publish the article, if configured to do so, and make the article accessible to support representatives, Copilot, and even self-service portals depending on your configuration. Supervisors can always review, edit, and monitor Customer Knowledge Management Agent's work.

Historical creation brings Customer Knowledge Management Agent's power to help you unlock knowledge from your historical cases, turning them from raw case data into ready-to-publish knowledge articles, all while preventing duplication, ensuring compliance, and giving supervisors the same tools to monitor Customer Knowledge Management Agent's work.

Knowledge insights empower supervisors to assess and confirm Customer Knowledge Management Agent's ability to create reliable content for internal and external usage, and take quick actions to drive measurable knowledge repository improvements that lead to optimal Copilot experiences.

This feature will be automatically available to supervisors using Customer Knowledge Management Agent. Based on the autonomous-level preference (semi-autonomous or fully autonomous), supervisors will see a dashboard highlighting the corresponding performances from draft creation to publishing, and the articles' usage by Copilot. Supervisors are also guided to articles that require review and are approaching expiration, so they can act on high-priority articles in a timely manner.

The key capabilities of the survey agents include:

• Use Copilot Studio agents to gather customer feedback and configure contextual actions depending on feedback.
• Unify and centralize the process of configuring surveys across email, messaging, voice, and custom channels.
• Use predefined templates to create surveys easily.
• View feedback summarized into actionable insights available for supervisors to review.

The inline email Copilot feature can now be invoked by customer service representatives in mid-draft, enabling them to use AI assistance at any point during email composition. This helps service representatives to generate relevant partial drafts using existing Email Assist functionality that seamlessly integrates with their existing content, improving efficiency.

This functionality will be available in the inline editor only and not in the Copilot help pane.

Copilot email assist now suggests relevant email templates, reducing the need for customer service representatives to search for email templates manually. Copilot's template suggestions are based on email content, search context, and thread intent. Representatives can access these suggestions through the email editor itself.

This is a pay-as-you-go feature. Learn more in Pay-as-you-go plan.

• Representatives can enter the custom prompt in the inline email assist card when replying to the customer.

• Copilot matches the prompt with the email templates stored in the application and selects the most appropriate email template in the Inline Email form.

• Representatives can see the name of the email template selected. They can also select a different email template, if required.

For representatives to use this feature, administrators must do the following:

• Enable the feature.
• Create email templates in the application, as Copilot only recommends existing templates.

With this feature, agents can view sentiment indicators in the inbox and email editor view and respond appropriately. Administrators and supervisors can view the average sentiment scores in the dashboard view under Email Analytics.

While using Customer Service workspace, users expect their refreshed browser to reload previously opened sessions and tabs.

Current experience

Currently, if a browser in Customer Service workspace is refreshed or reconnected for any reason, the app reloads only the home page. Users then have to manually reopen any other tabs or sessions one by one, such as calls, cases, chats, messages, and so forth. This manual reload is forced in any of the following scenarios:

• Slow browsers due to memory issues.
• Microphone or headset issues.
• Network issues.
• Accidentally or intentionally closing a browser tab, or the browser completely.

New experience with session restore

In the new experience, the following automatic actions occur when the browser refreshes:

• Entities, such as case, accounts, and so forth, and their application tabs are restored.
• Focus is restored to the last session or app tab that was previously in view.
• After the user's presence is reloaded, conversations are restored, such as calls, chats, and so forth.

New experience callouts

Users should be mindful of the following caveats when using the new browser refresh experience:

• The order of session tabs might change.
• If there are multiple browser sessions and tabs open, only the latest updated browser sessions and tabs are reloaded.
• Cross-browser functions aren't supported. For example, refreshing from Edge to Chrome.
• The productivity pane state and focus are restored, but the productivity tool state isn't restored.
• Chats, calls, and other generic sessions are restored only after the user presence is reestablished. There is a delay in this functionality when compared to the restoration of other sessions and tabs.

Personalized case views are comprised of the following steps:

1. Admins create personal views on a grid page for the case entity.
2. Service representatives add the personal views to the inbox.
3. The personal views are then visible in the inbox.

Help your customer service representatives view all of their work items in a single, consolidated location in the inbox.

Benefits of this experience include the following highlights:

• Currently available for all service representative experience profiles.
• Will be turned on by default for out-of-the-box and newly created service represenative profiles.

The Customer Service workspace application is undergoing a modernization refresh for a cleaner, more visually appealing UI.

The new functionalities of the workspace are designed to enhance usability, making the product easier to navigate and more intuitive for users to perform actions.

Some changes from the modernization are:

• Customer service representatives benefit from an improved look and feel of Copilot ask-a-question in Customer Service workspace and Dynamics 365 Contact Center apps. Updates include an increased size of the message input field and relocation of icons. 
• The inbox has a new, island-type user interface with rounded edges to give service representatives a more modern look and feel.
• Service representative scripts in the productivity tools feature updated states, icons, and components to enhance visual appeal and provide a more delightful user experience.
• The timeline is a pivotal control that requires a modernized look to meet the evolving needs of users. A modernized UI in Dynamics 365 improves efficiency, visibility, and user satisfaction by providing a faster, cleaner, and more interactive experience.
• Voice controls have a refreshed look that makes it easier for service representatives to navigate controls with efficiency. The new, modern UI is available for both inbound and outbound calls, and provides a better experience and ease of use.

The modernized UI in Customer Service apps helps improve efficiency, visibility, and user satisfaction by providing a faster, cleaner, and more interactive experience.

The session limit feature lets administrators configure the maximum number of sessions for customer service representatives to use in Customer Service workspace.

Administrators can figure session limits between three and nine, with nine being the default and maximum setting. This configuration is available in the app settings for Customer Service workspace.

The service representative should be able to turn off each of the automatic actions that would be enacted on the conversation by instance. Additionally, administrators can add more settings, such as actions (Active to Waiting) and trigger events (Agent Non-response time), so that they can configure the timeout rules.

Create templated rulesets for routing configurations like prioritization, assignment, and work classification rulesets. Apply these ruleset templates when you create prioritization, assignment, and work classification rulesets in a queue or workstream. In one go, administrators can manage templated ruleset configurations globally from one place and publish updates to all queues and workstreams where the ruleset is applied.