Microsoft has recently announced that the preview for SharePoint integration with Copilot in Dynamics 365 Customer Service is now open. This preview opens up the possibilities of utilizing valuable knowledge assets across different sources, allowing Dynamics 365 users to employ the information to improve customer experiences.
The tech giant notes that customers testing Copilot’s capabilities demanded a broader landscape that incorporated external knowledge sources like SharePoint. Consequently, Microsoft is inviting those interested to join the preview to help carve out a definitive blueprint for this feature’s use cases.
Future of Copilot in Dynamics 365 Customer Service
Microsoft has some plans for Copilot under consideration. Currently, admins participating in the preview have to choose between using SharePoint or their internal knowledge base as the primary knowledge source as both cannot be used concurrently. Based on the feedback received, Microsoft plans to let Copilot generate unified responses across both internal knowledge bases and SharePoint.
In the pipeline is a unified Copilot response feature, which will enhance the ability for Copilot to search and index both SharePoint and internal content together. This will result in a unified response, hence improving the relevancy and quality of the responses.
Additionally, the company will explore the option of integrating SharePoint site page contents (*.aspx) with Copilot. The aim is to help Copilot include site page content in its responses when answering queries, leading to more comprehensive and insightful answers.
As Microsoft continues to improve Copilot, the ability for it to tap into the extensive knowledge within both SharePoint and internal knowledge bases promises exciting possibilities. The current preview stage is expected to provide invaluable insights that will shape the next stage of development for this integral tool.
