![\"How](\"https:\/\/www.inogic.com\/blog\/wp-content\/uploads\/2025\/06\/How-to-Configure-Generative-AI-Plugin-in-Copilot-for-Improved-Customer-Service.png\")
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Microsoft has added new AI features to Dynamics 365 Customer Service to improve customer support. One of the most useful additions is the Customer Service (preview) plugin, which works right away with no setup needed.
\nWith this plugin, Copilot can get information straight from your case records and related data. Support agents can just ask questions in natural language and get quick, helpful answers by searching manually. It makes sure agents have the right info on hand, so they can focus on helping customers instead of looking for data.<\/p>\n
In this blog, we\u2019ll walk through how to enable this plugin, the options available, and how it fits into the broader vision of intelligent, AI-powered customer service.<\/p>\n
![\"Generative](\"https:\/\/www.inogic.com\/blog\/wp-content\/uploads\/2025\/06\/1Generative-AI-Plugins-in-Copilot.png\")
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![\"Generative](\"https:\/\/www.inogic.com\/blog\/wp-content\/uploads\/2025\/06\/2Generative-AI-Plugins-in-Copilot.png\")
<\/p>\n
You\u2019ll be prompted to define which users will have access to this plugin:<\/p>\n
Click Next to proceed.<\/p>\n
![\"Generative](\"https:\/\/www.inogic.com\/blog\/wp-content\/uploads\/2025\/06\/3Generative-AI-Plugins-in-Copilot.png\")
<\/p>\n
The next screen presents several input options for you to choose from:<\/p>\n
Case Q&A:<\/p>\n
![\"Generative](\"https:\/\/www.inogic.com\/blog\/wp-content\/uploads\/2025\/06\/4Generative-AI-Plugins-in-Copilot-1.png\")
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Case Summary<\/p>\n
![\"Generative](\"https:\/\/www.inogic.com\/blog\/wp-content\/uploads\/2025\/06\/5Generative-AI-Plugins-in-Copilot.png\")
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You can choose to enable:<\/p>\n
Additionally, you\u2019ll see the Responses option, which allows you to include the raw plugin response in the Copilot output if needed.<\/p>\n
Click Next once configuration is complete.<\/p>\n
You\u2019ll now be prompted with a data storage option:<\/p>\n
\u201cSave this plugin\u2019s data in Dynamics 365 Copilot transcript<\/strong>\u201d<\/p>\n By selecting this:<\/p>\n Note<\/strong>: Microsoft does not have access to this data. It remains fully within your organization\u2019s Dataverse instance.<\/p>\n Click Turn on plugin to complete the setup.<\/p>\n Once configuration is complete, make sure to publish the changes so they reflect in the environment.<\/p>\n Once published:<\/p>\n Please find below a screenshot of the Customer Service Copilot. Here, you can see the source of the response as Customer Service (preview) \u2013 Case Q&A.<\/strong><\/p>\n The Customer Service (preview)<\/strong> plugin introduces real-world AI capabilities directly into frontline support operations. Without needing custom development, teams can unlock faster access to case data and deliver more informed responses, right from within the Copilot interface.<\/p>\n It\u2019s a simple feature with powerful benefits: less time searching, more time solving. For any organization aiming to streamline agent workflows and improve service quality, this plugin offers a quick win with long-term impact.<\/p>\n <\/p>\n","protected":false},"excerpt":{"rendered":" Microsoft has added new AI features to Dynamics 365 Customer Service to improve customer support. One of the most useful additions is the Customer Service (preview) plugin, which works right away with no setup needed. With this plugin, Copilot can get information straight from your case records and related data. Support agents can just ask\u2026 Read More »<\/a><\/span><\/p>\n","protected":false},"author":15,"featured_media":0,"comment_status":"closed","ping_status":"closed","sticky":false,"template":"","format":"standard","meta":{"om_disable_all_campaigns":false,"_monsterinsights_skip_tracking":false,"_monsterinsights_sitenote_active":false,"_monsterinsights_sitenote_note":"","_monsterinsights_sitenote_category":0,"footnotes":""},"categories":[2746,2361],"tags":[2705,3172],"class_list":["post-41597","post","type-post","status-publish","format-standard","hentry","category-copilot","category-technical","tag-copilot","tag-generative-ai-plugin"],"aioseo_notices":[],"_links":{"self":[{"href":"https:\/\/www.inogic.com\/blog\/wp-json\/wp\/v2\/posts\/41597","targetHints":{"allow":["GET"]}}],"collection":[{"href":"https:\/\/www.inogic.com\/blog\/wp-json\/wp\/v2\/posts"}],"about":[{"href":"https:\/\/www.inogic.com\/blog\/wp-json\/wp\/v2\/types\/post"}],"author":[{"embeddable":true,"href":"https:\/\/www.inogic.com\/blog\/wp-json\/wp\/v2\/users\/15"}],"replies":[{"embeddable":true,"href":"https:\/\/www.inogic.com\/blog\/wp-json\/wp\/v2\/comments?post=41597"}],"version-history":[{"count":0,"href":"https:\/\/www.inogic.com\/blog\/wp-json\/wp\/v2\/posts\/41597\/revisions"}],"wp:attachment":[{"href":"https:\/\/www.inogic.com\/blog\/wp-json\/wp\/v2\/media?parent=41597"}],"wp:term":[{"taxonomy":"category","embeddable":true,"href":"https:\/\/www.inogic.com\/blog\/wp-json\/wp\/v2\/categories?post=41597"},{"taxonomy":"post_tag","embeddable":true,"href":"https:\/\/www.inogic.com\/blog\/wp-json\/wp\/v2\/tags?post=41597"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}\n
Why enable this?<\/strong><\/h3>\n
\n
![\"Generative](\"https:\/\/www.inogic.com\/blog\/wp-content\/uploads\/2025\/06\/6Generative-AI-Plugins-in-Copilot.png\")
<\/p>\nStep 6: Publish the Changes<\/strong><\/h3>\n
![\"Generative](\"https:\/\/www.inogic.com\/blog\/wp-content\/uploads\/2025\/06\/7Generative-AI-Plugins-in-Copilot.png\")
<\/p>\nWhat Happens Next?<\/h3>\n
\n
![\"Generative](\"https:\/\/www.inogic.com\/blog\/wp-content\/uploads\/2025\/06\/8Generative-AI-Plugins-in-Copilot.png\")
<\/p>\nConclusion<\/strong><\/h3>\n