Manage Customer Knowledge Management Agent (preview)

[This article is prerelease documentation and is subject to change.]

Customer Knowledge Management Agent lets you autonomously turn cases and case-related conversations, emails, and notes into knowledge articles that can support your contact center operations.

Prerequisites

• You're using the out-of-the-box case entities.
• Dynamics 365 knowledge management is configured.
• You enabled Copilot to access Dynamics 365 knowledge base. You can utilize the internal knowledge base resources only for generating responses. Learn more in Configure knowledge sources.
• For real-time knowledge creation, you configured connection references for Customer Knowledge Management Agent flow (preview).
• Manage consumption-based billing and capacity.

Enable Customer Knowledge Management Agent

In Copilot Service admin center, go to Support experience > Knowledge > Customer Knowledge Management Agent (preview), and then select Manage. The Customer Knowledge Management Agent (preview) page appears.

You can harvest knowledge articles from cases, conversation summaries associated to the cases, emails, notes, and conversations. For cases and conversations, select from the options in the following sections as required for Customer Knowledge Management Agent.

Enable real-time knowledge creation

• For cases, go to the Case tab, and in the Real-time creation section, select the Let Copilot use information from current case to create knowledge articles option.

• For conversations, go to the Conversations tab, and in the Real-time creation section, select the Let Copilot use information from current chat and messaging conversations to create knowledge articles option.

Real-time knowledge creation is triggered when a customer service representative (service representative) resolves a case or closes a conversation. The agent determines whether a new knowledge article is needed by comparing the content of the case or conversation with the existing knowledge articles in Dynamics 365 knowledge base. If an article is required, the Customer Knowledge Management Agent creates the article using the case or conversation content.

Manage which cases or conversations trigger real-time article creation

You can create multiple rules to specify the conditions that must be met for a resolved case or closed conversation to be processed by Customer Knowledge Management Agent in real time. For example, you might limit this process to cases or conversations owned by a certain user, or any other fields on the case or conversation.

1. From the Case or Conversations tab, in the Real-time creation section, select Manage rules.
2. In the Manage rules dialog, select New to add a new rule.
3. In the New knowledge creation rules dialog, enter a rule name, condition name, and then add your conditions.
4. Select Save.

Manage case attributes used to create knowledge articles from historical data

Customer Knowledge Management Agent uses Case Title, Case Description, Product, Subject, Email Content, Conversation Summary, and Case Notes to create an article. You can modify all the fields except Email Content and Conversation Summary. You can't change the attributes used for conversations.

1. In the Case section, select Manage attributes. The Manage data page appears. You can map which record types and data fields are used for each element. You can choose to include and exclude data.
2. Select Save and Close.
3. Select Save on the Customer Knowledge Management Agent (preview) settings page.

Enable track changes and add mapped entities to the Entity Analytics Config table

We recommend that you enable Track changes for the mapped entities and add them to the Entity Analytics Config table to avoid issues during knowledge article creation from historical data.

• Enable track changes

• To add mapped entities to the Entity Analytics Config table:

  1. Open the model-driven app ( https://<org>.crm.dynamics.com/... ).
  2. Press F12 to open the browser’s Developer Tools, and then select the Console tab.
  3. Copy the following script snippet, update ENTITY_NAME, and paste it into the console.
  4. Press Enter to run the script.

  
  Xrm.WebApi.createRecord('entityanalyticsconfig', {'parententitylogicalname':'{ENTITY_NAME}','isenabledforadls': true})
  
  

Enable historical knowledge creation

When enabled, the agent considers all the cases and conversations that meet the specified conditions and then determines if new articles are needed by comparing the content of the cases or conversations with the existing knowledge base. The agent then creates a new article, if required, based on the content of the cases and conversations.

1. Select the Cases or the Conversations tab.

   • Case
   • Conversations

   a. In the Creation from historical cases section, select the Let copilot use information from historical cases to create knowledge articles option.

2. Select Manage rules to configure the conditions for the harvest.

3. On the Default rule dialog, enter a rule name, condition name, and then add your conditions to filter historical articles.

4. Select Save.

5. Select Save on the Customer Knowledge Management Agent settings page.

6. Select Start on the Creation from historical cases or conversations section. Once you select start, you see that the article creation is in progress. You can see the creation process log by selecting the View creation process log link.

Historical case or conversation creation is a long-running process that can't be stopped once it starts. The process can create articles from up to 100,000 individual cases or conversations and continues until all are processed. We recommend performing historical knowledge creation in batches.

Set the default compliance state of created articles

You can control the default compliance state of the articles created by Customer Knowledge Management Agent. For example, to ensure articles are compliant, set their default state to Pending and ask the knowledge reviewers to mark them as compliant before publishing.

To set the default compliance state of articles created by Customer Knowledge Management Agent, on the Customer Knowledge Management Agent (preview) page, Compliance section, select your default compliance state from the available options.

Articles with the Non Compliant status can't be published.

Auto publish articles

You can control whether the AI agent can automatically publish articles that comply with the Compliance Status you set. You can also select the target audience that can view the published articles.

To set the auto-publishing of articles created by Customer Knowledge Management Agent, on the Customer Knowledge Management Agent (preview) page, Auto publishing section, select the Automatically publish compliant articles as soon as they’re created option.

• Select Internal target audiences, if you want articles to be available to your service representatives and Copilot internally.
• Select Internal and external target audiences, if you want these articles to be published to external portals.

Set up the agent review draft experience

If you’re not configuring the AI agent to automatically publish articles, you can configure an agent review experience where service representatives can review and publish articles.

To enable this editor:

• Enable in-app notifications for service representatives to be notified when their cases are considered for publishing.
• Ensure that your service representatives have the permission to edit articles.
• Make sure that your cases have Timeline and Timeline highlights enabled.

Service representatives can see whether they have knowledge articles to review by opening a resolved case. Learn more in Review knowledge articles created by the Customer Knowledge Management Agent (preview).

Use knowledge insights for Customer Knowledge Management Agent

You can get analytics reports on Customer Knowledge Management Agent and collect analytics data for your own custom reporting. Learn more in Use knowledge insights for Customer Knowledge Management Agent (preview).

Related information

Use knowledge insights for Customer Knowledge Management Agent (preview)