Dynamics Community Forum Thread Details

Best practice for ALM in Dynamics 365 Customer Service (Copilot Admin Center)

We're setting up a proper ALM strategy for Dynamics 365 Customer Service, including the Copilot Service Admin Center and its related components (queues, intents, routing, Case Management Agent, new Copilot features etc.).

Current setup:

We have three environments: Dev, UAT/Test, and Prod
Currently we have Power Platform Pipelines set-up in a Power Pipeline Orchestrator environment that connects these 3 environments.

What we need clarity on:

Which parts of the Copilot Service Admin Center (like intents, routing, queues, workstreams, channels, etc.) are solution-aware and deployable via standard Power Platform pipelines, and which ones are not?

How can we move AI intents and Copilot configuration (e.g., prompt flows, fallback behavior) between environments? Is there an API, export/import method, or supported automation approach for this?

What is Microsoft’s recommended way to handle ALM for contact center configurations across multiple environments — particularly for: Queues and routing rule, Copilot-related configurations, Workstreams, agents, and channels.