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Posted on by MH-22100812-0

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Hi everyone,

does anybody have experience with adding an smart assist to Contact center. Is it that complicated, as written in this learn topic:
https://learn.microsoft.com/en-us/training/modules/create-smart-assist-omnichannel/3-build-smart-assist-bot

As I know this feature for suggesting similar cases and K articles is being depricated, as of 01 Jun! So, what's the solution? could you just ask copilot for this suggestion?!

https://www.microsoft.com/en-us/dynamics-365/blog/it-professional/2025/01/28/end-of-support-for-smart-assist-case-and-knowledge-suggestions/

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Dynamics 365 Contact Center

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Daniyal Khaleel 764 Most Valuable Professional on at

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Adding Smart Assist to Dynamics 365 Contact Center isn’t overly complicated .but it requires coordinated setup across the Omnichannel admin center, app designer, and knowledge/case configurations.
For basic functionality (suggesting knowledge articles or cases), it’s straightforward.
For advanced Copilot or custom logic, it needs more expertise

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