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Dynamics 365 Community / Forums / Service | Customer Service, Contact Center, Fie... / How to use representat...
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How to use representative filters for copilot in customer service for questions and emails?

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Posted on by FD-02021520-0 21
Hi,
 
In the Copilot Service admin center you can set up representative filters that agents can use in the help pane.
In the learn documentation (link) I find how I can set them up but when I do I don't notice any change when using the help pane.
 
 
The learn documentation says:
Specify the filters that representatives can apply to further filter and refine Copilot responses.
Representatives can see and select or deselect these filters in the Copilot help pane for the ask a question feature.
 
Is there documentation that describes how these filters actually work?
Or can somebody provide me screenshots of the help pane with these filters enabled?
 
Best regards,
Frederik
Categories:
Dynamics 365 Customer Service
I have the same question (0)
  • Muhammad Shahzad Shafique Profile Picture
    Muhammad Shahzad Sh... 2,336 Most Valuable Professional on at
    How to use representative filters for copilot in customer service for questions and emails?
    • These filters only affect the suggestions Copilot provides in the help pane, such as tailored knowledge articles or actions, based on agent attributes (e.g., region, language, department).
    • There is no visible dropdown or UI change in the help pane for agents.
    • Filters work silently in the background to personalize results — that’s why you won’t notice a UI difference.
    As of now, Microsoft has not published end-user screenshots showing the help pane behavior with representative filters applied.
    The closest official guidance is here:  Configure filters for Copilot in the admin center (Microsoft Learn)
     
  • Verified answer
    FD-02021520-0 Profile Picture
    FD-02021520-0 21 on at
    How to use representative filters for copilot in customer service for questions and emails?
    Hi all,

    I found the answer myself.
    It takes some time for your changes to become visible in the help pane.
    Attached you can find some screenshots of the UI.
    First you get a notification that your admin has made some changes. 
    When you can click on 'Filters' in the top right corner, you can see the newly added representative filters.
     
    Best regards,
    Frederik

     
    Set up the filter...
    Using the filters...

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