MB-910 · Question #235
A company uses Dynamics 365 Customer Service. The company has not enabled Copilot features for its agents. The company requires information about which Copilot features in Customer Service will…
The correct answer is A. Use natural language to get answers from the knowledge base. E. Draft emails faster by using predefined prompts. Copilot in Dynamics 365 Customer Service offers the following capabilities: Summarize a case and conversation Respond to questions [E] Compose an email Draft a chat response [A] Ask a question about knowledge base sources and trusted domains Note: The following features are…
Question
Options
- AUse natural language to get answers from the knowledge base.
- BView a visual process flow on case records.
- CRoute new cases automatically to the most qualified agent.
- DApply countdown timers to cases as task reminders for agents.
- EDraft emails faster by using predefined prompts.
How the community answered
(13 responses)- A85% (11)
- C8% (1)
- D8% (1)
Explanation
Copilot in Dynamics 365 Customer Service offers the following capabilities: Summarize a case and conversation Respond to questions [E] Compose an email Draft a chat response [A] Ask a question about knowledge base sources and trusted domains Note: The following features are generally available to Dynamics 365 Customer Service users: [A] Ask Copilot a question. [E] Create intelligent email responses. Understand Copilot usage in your organization. Summarize cases and conversations with Copilot (released in September 2023). https://learn.microsoft.com/en-us/microsoft-cloud/dev/copilot/copilot-for-dynamics365 customer-support-with-copilot-in-dynamics-365-customer-service/
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