How Copilot Content Assist Improves D365 Customer Service Emails

A helpful option given to reps is prompt shortcuts. Selecting one of these buttons will immediately begin drafting a message based on typical scenarios a rep might want to use.

We were given the following choices, but these may change in the GA release:

• Suggest a call
• Request more information
• Emphasise with feedback
• Provide product/service details
• Resolve a customer’s problem

It’s important to note that you can refine the message after Copilot generates a draft — either by editing it yourself or by placing the cursor where you’d like Copilot to add new content. It’s clear that Microsoft intends this tool to be freely used by reps without imposing strict limitations on how it’s applied.

Let’s try a couple of examples

We have an open case asking for help on a printer jam.

We can check the notes and find the details are quite sparse, so we want some more information from the customer, Peter Green.

Rather than having to type out the email and check for spelling and grammar issues, I’m going to ask Copilot to assist me in asking for more information by selecting the prompt shortcut.

Copilot quickly responded with the following:

Hello Peter Green,

Thank you for your message regarding the printer jam issue. To assist you better, could you please provide me with more details about the specific problems you are experiencing? For instance, how often does the paper jam occur, and have you noticed any particular type of paper that causes more issues?

Your input will help me address your concerns more effectively.

Best regards,

Daniel Norris

That looks pretty good to us. We are free to refine it myself or ask Copilot to address some other points. In this scenario, we would like to look up the order and model number with Copilots help. 

 The output of my prompt provided this content:

To assist you further, could you please provide the model and order number of your printer? This information will help me troubleshoot the issue and check the warranty status. 

The above content will be added where the cursor is, but we can use standard editor functionality to move it where suitable.

Here’s another example:

A customer has had an issue with delivery and they’ve emailed us directly. We want to be able to track this issue properly in our system so we’re asking Copilot to help us compile a message that tells the customer how to begin solving this issue.

We’ve clicked the Product/Service details prompt shortcut and its provided us with a good first draft:

Dear Guardian Office Supplies,

I understand that you are experiencing an issue with a product delivery. If your product has not been delivered to the specified address, I recommend submitting a case through the support portal using the Delivery Issues category. To do this, please follow these steps:

1. Click on Support > Submit a Case on the portal.
2. Fill in your name, contact information, product name, and order number.
3. In the Case Category drop-down, select Delivery Issues.
4. In the Details section, provide any additional information and include the tracking number for your shipment.
5. Click Submit.

Once we confirm that the product was not delivered correctly, we will be happy to overnight ship a replacement product to you. Additionally, you may want to contact the shipping company to check if there was any confusion or issue during the delivery process. If your package is lost or stolen, we will file a report with the shipping company on your behalf.

If you have any further questions or need additional assistance, please don’t hesitate to reach out to me.

Regards,

Daniel Norris

Copilot has addressed the correct customer and recognised their issue. It’s politely asked the customer to go through the submission process that aligns with our company policy. As a service rep, this looks satisfactory. But where’s it getting information for these instructions?

As mentioned earlier, Copilot tells us the sources it uses and creates links for us to review.

 In this example, we have a knowledge article that Copilot has referenced that is used to create the message. We can review the knowledge article in a new workspace tab if the information is appropriate for our specific case and adjust if needed.

Who is going to benefit from Customer Service Copilot Email Content Assist?

We think customer service reps will be very pleased with this functionality, particularly ones with a heavy caseload, which are restricted by time constraints and need to speed up the email process.

Some reps might have a skill set for investigating issues and technical support but may have challenges sending the right email message in a business environment. This Copilot feature is a solution to this problem.

Customers will also benefit with:

• Faster Responses: With less time spent composing emails, customers get quicker replies, reducing frustration and wait times.
• Clearer Communication: AI-assisted drafting helps ensure that responses are well-structured and easy to understand, even when the topic is complex.
• More Complete Answers: Copilot can help reps include key contextual details, which means customers are more likely to receive all the info they need in a single response — fewer follow-ups required.
• Consistent Tone and Professionalism: Customers benefit from a more consistent and courteous tone, regardless of which rep is handling their case.
• More Time for Personalisation: Because Copilot handles much of the basic drafting, reps can focus on tailoring responses to the individual customer’s situation.

What do ServerSys think?

This AI-driven tool is definitely going to help businesses respond to support tickets and other requests. Effective emails can reduce misunderstandings and back-and-forth messages trying to fix a problem.

Our team is already trialling this feature in testing environments to help us deliver the best service possible to our clients.

Having said that – we need to recognise its limitations.

Microsoft call this Copilot capability ‘partial’ email content generation. Hinting this shouldn’t be leaned on too heavily and the rep should still be reviewing communications.

The strength of its output is very dependent on its input.

That means if your knowledge articles are outdated, poorly written, and inaccurate, they won’t be helpful and risk referencing the wrong information.

Additionally, what you input into the prompt description is essential. If it’s too vague, it will generate generic email content or won’t match what you intended. It might even respond with an error. 

Fine-tuning the tone or language style can also be challenging, especially in more sensitive or complex customer scenarios where a more personal touch is needed.

In our tests, we discovered that the long and formal settings were unnecessarily wordy. Our best results came from medium length and professional. 

The knowledge sources toggle appears to simply add your organisation’s data to the tool. However, the tooltip reveals that enabling it also disables external information sources — a key distinction that isn’t immediately obvious.

We suggest service reps experiment with different real and synthetic cases to get to grips with the prompt and understand how the AI is trained on your Dataverse.

Lastly, this functionality is limited to the inline editor — it’s not accessible from the Copilot help pane or apps like Outlook, which may restrict usage in some workflows.

Final Thoughts

The Customer Service Copilot Content Assist is a smart, focused enhancement that helps customer service teams move faster, write with greater clarity, and stay aligned with company knowledge. While it’s not a magic wand — and still relies on well-structured data and human oversight — it has real potential to lift both rep productivity and customer satisfaction.

As this tool moves toward general availability, now’s the perfect time to explore how it could support your own customer service processes. Please reach out to us to learn more or arrange a hands-on demo of Customer Service.