Ask about case data in Copilot help pane

Enabled for	Public preview	Early access	General availability
Users by admins, makers, or analysts	Aug 23, 2024	-	-

Business value

Copilot helps agents and supervisors access and use case data, so they can manage cases more effectively. By asking Copilot questions, users can triage, prioritize, and start their workday efficiently.

Feature details

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.)

Geographic areas

Visit the Explore Feature Geography report for Microsoft Azure areas where this feature is planned or available.

Language availability

Visit the Explore Feature Language report for information on this feature's availability.

Additional resources

Enable case summaries through ask a question (docs)