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Tag: #365blogpostsin365days

{How to} Join a Teams call is generally available and on by default

uk365guy

Hello Everyone,

Today I am going to share my thoughts on the joining the teams call is generally available and on by default on Dynamics 365 Customer Service.

Let’s get’s started.

Administrators no longer need to turn on a toggle to enable users to join their customers on Teams call.

This feature is general availability will help promote wider adoption.

Users can invite their customers to join them on Teams without needing an administrator to set up the feature.

The release makes the feature generally available to all Dynamics 365 Customer Service.

That’t it for today.

I hope this helps.
Malla Reddy Gurram(@UK365GUY)
#365blogpostsin365days

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{How to} Use Copilot to generate knowledge drafts from cases in Dynamics 365 Customer Service

uk365guy

Hello Everyone,

Today I am going to share my thoughts on using Copilot to generate knowledge drafts from cases in Dynamics 365 Customer Service.

Let’s get’s started.

Copilot for knowledge in Dynamics 365 Customer Service empowers support agents to swiftly draft knowledge articles using case data and send them to knowledge reviewers for publishing.

Here’s how it works:

1. Case Resolution Process:

As an agent resolves a case, they can click the “Propose new knowledge using this case” checkbox.

This triggers Copilot to auto-generate an initial knowledge draft from important case data.

2. Generating Knowledge Drafts:

To generate a knowledge draft while resolving a case or after resolving it in the Customer Service workspace, follow these steps:

Open the list of active cases.

Select and open the specific case you need to resolve.

Your administrator must have enabled the setting to generate knowledge drafts from cases.

By leveraging Copilot, Organizations can enhance agility, credibility, and quality of knowledge drafts ultimately accelerating the time to publish valuable content.

That’s it for today.

I hope this helps.

Malla Reddy Gurram(@UK365GUY)
#365blogpostsin365days

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{How to} Timeline Highlights help users quickly access actionable record updates on Dynamics 365 Customer Service

uk365guy

Hello Everyone,

Today I am going to share my thoughts on the timeline highlights help users quickly access actionable record updates on Dynamics 365 Customer Service.

Let’s get’s started.

Timeline Highlights in Dynamics 365 Customer Service provide a concise view of significant record updates.

These highlights allow users to quickly access relevant information without sifting through lengthy records.

Here’s how they work:

Key Events: Timeline Highlights display key events such as status changes notes, emails and appointments related to the record.

Visual Indicators: Each highlight is accompanied by visual cues, making it easy to identify critical updates.

Actionable Links: Users can click on a highlight to dive deeper into the associated details.

In summary, Timeline Highlights enhance efficiency by presenting essential updates at a glance.

That’s it for today.

I hope this helps.

Malla Reddy Gurram(@UK365GUY)
#365blogpostsin365days

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{How to} Read Copilot Responses on the UI incrementally on Dynamics 365 Customer Service

uk365guy

Hello Everyone,

Today I am going to share my thoughts on the Read Copilot responses on the UI incrementally on Dynamics 365 Customer Service.

Let’s get’s started.

To read Copilot responses incrementally within the Dynamics 365 Customer Service UI, follow these steps:

Customer Service Agents have to wait for Copilot to generate the entire response before they can start reading it, saving them time.

When agents use Copilot features such as write an email response and ask a question, including multi turn questions.

They can read the generated responses on the UI incrementally without having to wait for the entire response to be generated.

Agents can also choose to stop Copilot from generating a response and start fresh.

That’s it for today.

I hope this helps.

Malla Reddy Gurram(@UK365GUY)
#365blogpostsin365Days

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{How to} Draft emails using Copilot in email editor on Dynamics 365 Customer Service

uk365guy

Hello Everyone,

Today I am going to share my thoughts on the drafting emails using Copilot in email editor on Dynamics 365 Customer Service.

Let’s get’s started.

To draft email using Copilot in the email editor within Dynamics 365 Customer Service, follow these steps:

1. Open Dynamics 365 Customer Service: Log in to your Dynamics 365 Account.

2. Navigate to the Email Editor: Go to the relevant record(Such as a case or contact) where you want to draft an email.

3. Click on “Email” : In the record’s toolbar, click on the Email button to open the email editor.

4. Compose Your Email: Start typing your email content. As you write, Copilot will assist you by suggesting relevant phrases, improving grammar and providing context-aware recommendations.

5. Review and Send: Once your email is drafted, review it for accuracy and completeness. Then, click the “Send” button to send the email.

Remember that Copilot can help you create well-written and effective emails by offering suggestions and enhancing your writing.

That’s it for today.

I hope this helps.

Malla Reddy Gurram(@UK365GUY)
#365Blogpostsin365Days

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