Microsoft Dynamics 365 Customer Service — Question 57

You are evaluating Copilot in Customer Service for a company that has a new environment. Copilot features are already enabled.

The company requires use of the capabilities within model-driven Power Apps apps developed by the company, to display summary information regarding cases. Default Customer Service forms are used in each app.

Users report that the functionality does not work as expected in the custom apps.

You need to resolve the issue.

What should you do?

Answer options

• A. Add the CopilotCaseSummaryControl to the form.
• B. Assign the Customer Service Representative security role.
• C. Enable the Case summary Copilot AI feature.
• D. Enable Copilot features for custom apps.

Correct answer: D

Explanation

The correct answer is D because enabling Copilot features for custom apps is necessary for the functionality to work as intended. The other options do not address the issue directly; adding the control or assigning roles may not resolve the underlying problem of Copilot features not being activated for custom applications.