How to integrate Copilot Studio with Microsoft Dynamics 365

Integrating Microsoft Copilot Studio with Microsoft Dynamics 365 enhances customer interactions by embedding AI-driven agents into your CRM platform. This integration streamlines routine tasks, provides instant responses to customer inquiries, and allows human agents to focus on more complex issues. Below is a detailed guide to achieve this integration:

Step 1: Ensure Prerequisites Are Met

Before initiating the integration, ensure you have the following:

• Licenses:
  • A valid product license for Microsoft Copilot Studio.
  • A valid product license for Dynamics 365 Customer Service, including necessary channels such as chat, digital messaging, or voice, depending on your business requirements.
• Roles and Permissions:
  • The CCI Admin security role to access and configure agents in the Customer Service admin center or Contact Center admin center within Copilot Studio.
  • The Omnichannel Administrator role to manage Omnichannel settings.

For more details, refer to Microsoft’s official documentation on prerequisites. citeturn0search0

Step 2: Create a Copilot Agent

You can create a Copilot agent using one of the following methods:

• Through Dynamics 365 Contact Center Admin Center:
  1. Navigate to the Dynamics 365 Contact Center admin center.
  2. Select Add a new agent.
  3. After creation, proceed to Copilot Studio to complete the configuration.
• Directly in Copilot Studio:
  1. Access Copilot Studio.
  2. Click on Create and select New agent.
  3. Provide necessary details such as the agent’s name, description, and instructions.
  4. Optionally, upload an icon to represent your agent.
  5. Click Create to finalize.

Detailed guidance is available in Microsoft’s documentation on creating and deleting copilots. citeturn0search0

Step 3: Add Knowledge Sources to Your Agent

Enhance your agent’s ability to respond accurately by adding relevant knowledge sources:

1. In Copilot Studio, navigate to your agent’s Knowledge section.
2. Click on Add knowledge.
3. Choose the type of knowledge source:
   • Public Websites: Enter the URL from which the agent should gather information.
   • Documents: Upload relevant files that the agent can reference.
4. Provide a name and description for each knowledge source.
5. Click Add to include the knowledge source in your agent’s repository.

For more information, see Microsoft’s guide on adding knowledge sources to your agent. citeturn0search0

Step 4: Configure Generative AI Settings

To enhance your agent’s conversational abilities:

1. Navigate to the Generative AI section within your agent’s settings.
2. Add URLs or documents from which the agent should learn, with the option to add up to four websites.
3. Ensure that the Boost conversational coverage with generative answers option is enabled to enhance the agent’s responsiveness.
4. Click Save after making the necessary configurations.

For more details, refer to Microsoft’s documentation on configuring generative AI settings. citeturn0search0

Step 5: Connect Your Copilot Agent to Dynamics 365 Omnichannel

To enable your agent to interact with customers:

1. In Copilot Studio, navigate to your agent’s settings.
2. Access the Channels section and select Omnichannel for Customer Service.
3. Click on Add channel to connect your agent to the Omnichannel instance.
4. Configure the necessary settings, such as language preferences and operating hours.
5. Click Save to apply the changes.

For detailed instructions, see Microsoft’s guide on connecting your Copilot Studio agent to Omnichannel. citeturn0search0

Step 6: Configure Context Variables

To provide personalized experiences:

1. Navigate to the Context Variables section in the Omnichannel admin center.
2. Define variables that will be shared between Omnichannel and your Copilot agent.
3. Configure these variables to route work items and personalize interactions.
4. Save the configurations.

For more information, refer to Microsoft’s documentation on managing context variables. citeturn0search0

Step 7: Test and Deploy Your Copilot Agent

1. After configuration, test your agent in a controlled environment to ensure it responds accurately to customer inquiries.
2. Monitor interactions and gather feedback for improvements.
3. Once satisfied with the performance, deploy the agent to your live environment.

For a visual walkthrough of integrating Copilot Studio with Dynamics 365 Customer Service, you might find the following video tutorial helpful:

videoHow to connect Copilot Studio to Dynamics 365 Customer Serviceturn0search1

By following these steps, you can effectively integrate Microsoft Copilot Studio with Microsoft Dynamics 365, enhancing customer service operations through AI-driven interactions.