Copilot Integration: Collaboration in SharePoint and Dynamics 365 Customer Service

Microsoft today announced an early preview of SharePoint integration with Copilot in Dynamics 365 Customer Service. This integration will give customer service agents access to a wider range of knowledge sources, resulting in increased productivity and improved customer interactions.

Currently, Copilot in Dynamics 365 Customer Service leverages an internal knowledge base to provide guidance to customer service agents. By suggesting chat and draft email content, Copilot has become a key tool for increasing the productivity of your customer service team. However, customer feedback indicates that the tool needs to leverage knowledge from external sources such as SharePoint.

SharePoint Copilot Integration

In response to this feedback, Microsoft is now integrating SharePoint with Copilot. This new feature is currently available for preview to Dynamics 365 customers. Administrators can now include SharePoint as a knowledge source in Copilot settings, accessible through the Customer Service Admin Center app.

After completing this configuration, Copilot will use the federated search framework in Dynamics 365 in conjunction with the Graph Search API to search SharePoint content in real time. The Azure Open AI service then processes this content, converting the bulk file content into a comprehensible response that agents can easily understand and act on.

Despite this significant progress, there is more. Currently, customers testing Copilot can leverage their internal knowledge base or SharePoint as their primary knowledge source, but not both. Microsoft plans to rectify this, aiming to combine SharePoint and internal knowledge bases to enable Copilot to generate unified responses from both sources.

The foundation of Copilot is Azure OpenAI, a platform that provides powerful privacy capabilities. This includes data encryption, secure storage, access control, and comprehensive auditing and monitoring capabilities. These capabilities ensure customer service teams can harness the power of AI while maintaining the highest standards of data privacy and security.

This preview of integration with Copilot in Dynamics 365 Customer Service represents a significant leap forward in customer service technology. Microsoft is eager to continue refining and expanding this integration based on further user feedback. In fact, the future of Microsoft customer service looks brighter than ever. To learn more and participate in the preview, jump over to the official Microsoft website.

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