AI is becoming a bigger part of the customer service experience, but with all that AI comes the need for some guardrails!
In this video, I'll show you the new governance feature in Dynamics 365 Customer Service which helps outbound emails follow the policies your organization cares about.
I'll walk through how to this feature works and how to enable it, create and configure governance policies, set enforcement and strictness levels, and show the simulation option which allows to test policies before putting them into action.
If you're using AI-generated emails, Service Agent, or other AI capabilities in D365 Customer Service, this is definitely a feature you'll want to check out!
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