Use Copilot-generated notes to resolve cases faster
Important
Some of the functionality described in this release plan has not been released. Delivery timelines may change and projected functionality may not be released (see Microsoft policy). Learn more: What's new and planned
| Enabled for | Public preview | General availability |
|---|---|---|
| Users by admins, makers, or analysts | Nov 2024 | - |
Business value
This feature will significantly reduce the time and effort needed to generate resolution notes. These notes can ensure higher accuracy, faster resolution times, and improved productivity for support teams. This, in turn, can enhance customer satisfaction and optimize resource allocation in handling incidents.
Feature details
Support teams can use AI-guided assistance to generate resolution notes directly with Copilot that's embedded within their own CRM solution. Agents are prompted with AI-powered suggestions to resolve incidents effectively and reap the following benefits:
- Save time: Automatically generated resolution notes reduce manual effort and eliminate repetitive tasks.
- Enhance accuracy: Copilot ensures that important details aren't missed when creating resolution notes.
Copilot suggests resolution notes based on the incident context, helping capture the cause, impact, and resolution of the incident. The agent can select and edit these notes to finalize the resolution notes before submitting them.
Geographic areas
This feature will be released into the following Microsoft Azure geographic areas:
- Germany
- Norway
- Singapore
- South Africa
- Switzerland
- United Arab Emirates
- Sweden
- Qatar
- United States
- Europe
- Asia Pacific
- United Kingdom
- Australia
- Brazil
- Canada
- India
- Japan
- France
- Korea
- China