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Copilot Studio | Adding Dataverse Knowledge Sources with the Web API (the “UI-Only” Rule That Isn’t)
Not long ago, I set out to build a support agent in Microsoft Copilot Studio for a product in the Dynamics ecosystem: the kind…
Category: Customer Service
Copilot Studio
Using AI-powered email classification to automatically categorize cases in D365 Customer Service
Manual triage is one of those small operational tasks that adds up quickly. An email comes in and a case is created. Someone opens…
Copilot Studio
Consent-based recording in D365 Contact Center: how it actually works
Call recording is one of those contact center capabilities that sounds simple until you start implementing it across channels, bots, transfers, transcripts, and compliance…
Copilot Studio
Using the Quality Evaluation Agent in D365 Contact Center
In the previous post, I covered how to enable the Quality Evaluation Agent in Dynamics 365 Contact Center, including prerequisites, connection references, Power Automate…
Copilot Studio
Enabling Quality Evaluation Agent in D365 Contact Center
Quality Evaluation Agent is one of the AI capabilities in Dynamics 365 Contact Center that helps evaluate customer interactions based on defined quality criteria.…