From the Microsoft Dynamics 365 CRM Blogs: Customer Service Copilot; Extend dialogs; Personal settings; AI summaries

In this week’s Dynamics 365 Customer Experience/CRM blog roundup:

• Extend D365 Customer Service Copilot: ask questions about your data(verse)
• Extend dialogs in Dynamics 365 with Power Platform
• Configuring personal settings in Dynamics 365 Sales
• Copilot AI summaries for Dynamics 365 CRM records (preview)

Extend D365 Customer Service Copilot: ask questions about your data(verse)

Writing on her blog, Dian Taylor explained how you can create prompt plugins in Copilot Studio that are then surfaced inside Dynamics 365 Customer Service as a plugin for generative AI. 

She wrote that admins can enable these plugins from within the customer admin center app for D365 Customer Service, after which they then become available for agents. 

In her blog post, Taylor offered an example of some things that you can do with these prompt plugins and explained the importance of how you configure your prompt plugin.

In her example, Taylor configured the plugin to allow users to ask questions about a custom table and its related tables. She explained that to allow users to ask questions about movies and actors, she first needed to create the Dataverse tables to store this information. She then discussed how to use these tables.

Taylor then wrote about how to create the prompt plugin and how to enable the prompt plugin in the D365 Customer Service admin center.

Extend dialogs in Dynamics 365 with Power Platform

On the Stoneridge Software blog, Chad Althaus wrote that dialogs are popup windows that ask users to take some kind of action, including providing input, confirming or verifying information, selecting an option, and more.