Previously, administrators could select only one queue for each rule. As an administrator, you can now add multiple queues to monitor for new automatic record creation and update rules in the Copilot Service admin center app.

You can go to Case settings > Automatic record creation and update rules. When you associate new automatic record creation and update rules with multiple queues, you can create records based on the rule conditions from queue items in any of the queues. For example, if you associate an email-to-case rule with two email queues, you can create a rule when an email arrives in either of the two queues. Previously, you needed separate rules for each queue.

With this update, you don't need to duplicate automatic record creation and update rules for each queue. You can use a common rule for multiple queues.

This feature offers the following capabilities:

• When you send an email to multiple queue-enabled mailboxes (regardless of whether you use To, Cc, or Bcc), the system converts the email into multiple cases. Each queue-enabled mailbox has its own case.
• The email connects to each case and appears on the case timeline.
• Agents in any of the queues that receive the email can respond to the customer. Each agent works independently from any case by using the case timeline.
• When a customer replies to the original email, the reply connects to the case created for the original email. The reply doesn't create a new case.
• When a customer replies to the original email and adds a new queue-enabled mailbox, the system creates a case for the new mailbox. The reply connects to the new case along with the existing cases.

Use Power Platform settings to turn this feature on or off. For more information, see Enable creation of multiple cases from an email sent to multiple mailboxes.

When you customize the formatting for case and custom record summaries, you can organize your content. This customization makes it easier for service representatives to read records. It also helps representatives quickly bring up important information from their cases so they can provide customer service faster.

The feature includes the following capabilities:

• Two formatting modes for case summaries and custom record summaries: paragraph and structured.
• Paragraph formatting stays the same. For structured formatting, admins can specify up to five custom headers to organize the summary.
• Custom headers can include a short description to clarify what information from the record goes into the summary.
• Admins can deselect configured headers without deleting them.

• Intent determination: Use generative AI to recognize customer intent, which is a natural language description of a customer problem, and intent groups—logical clusters of similar intents that represent broad customer pain points and the business expertise needed to address these pain points.
• Customizable user groups mapped to intent groups: Manually curate user groups to create clusters of support representatives with similar capabilities and expertise. Decorate groups based on attributes such as language, region, and other business criteria. Administrators can map user groups to intent groups and configure certain matching conditions if required.
• Intelligent assignment: Match customer inquiries to the most appropriate support representative in the user group based on real-time attributes like capacity and presence.
• Integration and flexibility: Easily integrate with your existing customer service platform. Provide flexibility to adjust routing parameters, so you can adapt to changing business needs and customer demands.
• Supported channels: Live chat and persistent chat; case (Incident entity in record channel).

As part of this update, the Case Summary and Custom Record Summary features in Dynamics 365 Customer Service appear at the top of the form. You don't need to configure a custom control to enable the feature. Also, the case summary feature is enabled by default for any users of any model-driven app that uses the incident entity. This change applies to all forms except four out-of-the-box forms: Case for Interactive experience, Enhanced full case form, Case, and Case for Multisession experience.

This change doesn't affect the summarization feature. For example, the following actions are still available:

• Render the summary by selecting the generate button after you open the form.
• Copy the summary after it's generated.
• Give thumbs-up or thumbs-down feedback on the generated summary. Support representatives can also give verbatim feedback if they select thumbs-down.
• Store the usage data in Dataverse so customers can access it.
• Regenerate the summary.

Auto-enable Case Summarization guidelines

• If you enable a case summary on one of the four default forms, the summary doesn't change, and it stays in the same place on the form.
• If you don't enable a case summary on one of the four default forms, the feature auto-enables the case summary, and the summary shows up in the form.
• If you enable a case summary on a form other than the four default forms, you might see both the old and new experiences. To make sure the transition goes smoothly, admins disable the custom summarization UI control before this change happens.

The feature doesn't automatically turn on case summary for organizations that opt out of auto-enablement of Copilot features.

You can summarize related records within a case and custom record summary.

This feature helps support representatives:

• Understand if a related record to a case or any other entity where you configure summarization has key information and updates.
• View updates inline in the case or custom record summary control.
• Receive a summary of two related records by default.
• Generate two summaries at a time, for all the records that link to that base record.
• Select the record ID and view the related record.

Administrators can turn on this feature and set up the field that defines the relationship between the base entity and related entities in the Copilot Service admin center.

With this feature, support reps and admins can customize the summarization experience. For example, you can customize the experience for a custom entity, such as Work Order. You can configure case summaries to show linked work order summaries in descending order by the modification date. Service reps can select Summarize more records to generate extra work order summaries. This option lets them quickly review business details without opening each related record.

With this feature, administrators can set up email prompts in email templates. When a customer service representative uses an email template, Copilot automatically fills in content from the prompts. This feature boosts agent productivity and cuts down on manual work.

Copilot Email Assist now suggests relevant email templates, so customer service representatives don't need to search for templates manually. Copilot bases its suggestions on the email content, search context, and thread intent. Representatives can access these suggestions directly from the email editor.

This feature uses a pay-as-you-go pricing model. For more information, see Pay-as-you-go plan.

• Representatives can enter a custom prompt in the inline Email Assist card when they reply to a customer.

• Copilot matches the prompt with email templates stored in the application. It selects the most appropriate template in the inline email form.

• Representatives see the name of the selected email template. They can select a different email template if they want.

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

• Turn on the feature.
• Create email templates in the application, because Copilot can recommend only existing templates.

When a customer service representative accepts a live chat, the Case Management Agent automatically creates a case and fills in the required information. As the conversation continues, representatives can use the agent to update case fields in real time. When the conversation ends, the agent automatically updates the case fields.

Similarly, when automatic record creation (ARC) rules convert an email into a case, the system automatically extracts the required information from the email. The case stays up to date as the customer sends new emails.

Email classification uses AI to categorize incoming emails into predefined categories. With this classification, you can automate support workflows. For example, you can skip case creation for "thank you" emails or marketing spam emails, and create cases only for relevant inquiries. This classification helps optimize support processes, improve productivity, and reduce operational costs.

The Case Management Agent gives you intelligent collaboration prompts with one click. It automatically finds the right experts and creates a concise case summary to help collaborators get up to speed quickly. The case timeline captures collaboration insights, which streamlines future processes.

The agent also tracks cases that need attention. It sends follow-up emails based on SLA criteria. When a customer responds, the agent resolves the case or alerts the service representative. These capabilities boost the efficiency of case creation and closure. They reduce case handling time.

Customer service representatives can now use the inline email Copilot feature while drafting an email. With this feature, they can get AI assistance at any point during email composition. This enhancement helps representatives generate relevant partial drafts by using the existing email assist functionality. It seamlessly integrates with the ongoing content-boosting efficiency and response quality.

You can use this functionality in the inline editor only. It's not available in the Copilot help pane.

With real-time creation, Customer Knowledge Management Agent analyzes the case when agents close it. The agent analyzes 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. The agent also ensures that content isn't duplicated. It ensures compliance by removing sensitive data. You can extend the agent with custom automated compliance checks from your organization.

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

The historical creation process gives the Customer Knowledge Management Agent the ability to unlock knowledge from your historical cases. It turns raw case data into ready-to-publish knowledge articles while preventing duplication, ensuring compliance, and giving supervisors tools to monitor the agent's work.

Knowledge insights give supervisors the information they need to assess and confirm the agent's ability to create reliable content for internal and external use. Supervisors can take quick actions to improve the knowledge repository and create the best Copilot experiences.

Supervisors who use the Customer Knowledge Management Agent automatically get this feature. When you set the autonomous-level preference to semi-autonomous or fully autonomous, the dashboard shows you performances for that level. The dashboard shows performances from draft creation to publishing. It also shows how Copilot uses the articles. The dashboard guides supervisors to articles that need review and that are nearing expiration. With this guidance, supervisors can take care of high-priority articles quickly.

Case summaries in Dynamics 365 Customer Service now give you a much-improved capability to customize the data attributes that the summary uses. You can use up to 16 different attributes to customize the summaries.

You can apply these attributes to the incident table or to any related table. The table that you choose must have a direct relationship with the base incident table.

The key features of the case summary attributes include the following capabilities:

• Configure up to 16 attributes.
• Use 10 attributes that have a one-to-one relationship with the base incident table.
• Use 6 attributes that have a one-to-many relationship with the base incident table. For example, these attributes include Email Body from the Email record type, which has a one-to-many relationship with the base incident entity.
• The six 1-to-many attributes can come from up to three different tables. For example, all six 1-to-many attributes can come from a part order table that the incident table relates to directly. Or, you can have two attributes that come from a part order custom table, two attributes that come from the work order custom table, and two attributes that come from the Notes out-of-the-box table.
• For each attribute that you configure, you can add a detailed description for the attribute. You can include the attribute's value, the table it belongs to, and more. The system uses these details to give the case summary feature richer context and fidelity for the generated case summaries.

With these customizations, your representatives can use case summaries more effectively to reach their goals and serve customers.

Admins can configure this feature in the Customer Service admin center by selecting Manage Data > Productivity > Summaries. Then, they can set up the attributes they want in the settings.

Proactive prompting gives agents the following benefits:

• Contextual prompt starters at the beginning of a Copilot conversation.
• Suggested prompts that help agents discover plugins.
• Understanding of case, conversation, and email context.
• Insights generated proactively.

The custom record summary feature uses AI to generate summaries for any custom record type in Dynamics 365 Customer Service. Administrators choose the record type to summarize and select the data fields to include.

Summaries help service representatives quickly understand important records, such as custom case record types or other out-of-the-box record types like account and contact.

Use this feature to create summaries for custom record types, such as work orders, part orders, or any other custom table you create.

This feature helps reduce manual work for service representatives.

Key capabilities

• Generate summaries for existing record types, such as account, work orders, and tickets.
• Use natural language to describe the record type so AI can use this information to create better summaries.
• Select data fields for the summary. Describe these fields in natural language.
• Give service representatives access to these summaries on demand, so they can keep their communications accurate and relevant.

Benefits

• Helps service representatives be more productive by reducing the time they spend manually reviewing any out-of-the-box or custom record type.
• Improves response times in customer interactions by providing summarized information.

In the Customer Service admin center, administrators can turn connector plugins on or off. Copilot in Dynamics 365 Customer Service uses these plugins. With a plugin wizard, administrators can set up authentication for administrators only or for agents.

When you set up agent authentication, your organization gets more flexibility. You can manage authentication for both administrators and agents.

Agents and supervisors can ask Copilot questions about their case data. With Copilot, they can better manage their case workload. Agents can make the following types of requests:

• Get details on the high-priority cases for a specified date range.
• Show active escalated cases.
• Show cases that are due soon.
• Show active cases that agents own.
• Get the case details.
• Get the case resolution details for a case.

Copilot understands natural language queries. Agents can easily get information about their case data, including cases they can view, regardless of assignment.

To enable this feature, admins follow these steps:

1. Go to the Customer Service admin center app, select Productivity, and then go to the Plugins for Generative AI (Preview) section.
2. Make sure the Customer Service (preview) plugin is activated. (Status should be On.)

Key features include:

• Case details summarized in a paragraph or in a structured format, depending on your organization's configuration.
• The ability to copy the summary, edit it, or send the summary to a customer.

Agents can type in natural language with the specified case number for Copilot to summarize the case. Copilot responds in the flow of the conversation with a summary of the requested case.

To turn on this feature, admins:

1. Go to the Customer Service admin center app, select Productivity, and then go to the Plugins for Generative AI (Preview) section.
2. Make sure the Customer Service (preview) plugin is on. (Status should be On.)

When you draft customer emails, Copilot can suggest ways to make them clear, concise, and compelling. You can access Copilot email assistance in the following ways:

• When you respond to an email in the rich text editor, select Copilot to view the capabilities inline.
• When you open an email and select Copilot in the side pane, the Write an email tab appears.

The enhancement of Copilot support within the GCC framework enables administrators to turn on the discover knowledge feature. This enhancement broadens the array of tools available in this highly secure environment. Agents who work within the GCC get access to the improved capabilities. They use Copilot's features to optimize their tasks.

When you integrate Copilot support in the GCC framework, administrators can implement the email assist feature. This integration enhances the range of functionalities in this secure setting. As a result, agents working within the GCC get access to the improved features. They can use Copilot's capabilities to efficiently manage their email communications.

When Copilot-generated case summaries are available in GCC, agents get a concise summary of the case and understand the context of a case. With this understanding, they can resolve customer issues efficiently.

Agents can use the following key capabilities to translate Copilot summaries, knowledge articles, and email drafts into their preferred language:

• Simple, menu-driven machine translation of Copilot responses
• Support for 45 languages available in Dynamics 365 UI

Your customer service representatives rely on data and information from a wide variety of systems. With plugins for Copilot in Customer Service, you can connect external systems to Copilot and let your agents securely access data from those systems through Copilot. With plugins, you can reduce the need for customer service representatives to switch to other tabs and tools to do their work. You can also improve resolution time and customer satisfaction.

When you turn on this feature in the Customer Service admin center, automatic prompts give customer service agents contextual suggestions about what to do next based on the active case or customer conversation context. With automatic prompts, customer service agents can quickly ask questions and get help.

With plugins for Copilot in Customer Service, you can reduce the need for customer service representatives to switch to other tabs and tools to do their work. The plugins help improve resolution time and customer satisfaction.