Optimize your Copilot setup by updating knowledge base articles, assigning agents and phone numbers to end users, syncing users with Azure AD and Microsoft 365, and connecting domains for auto-resetting passwords. By following these steps, your Copilot can provide accurate, personalized support, streamline troubleshooting processes, and enhance overall user management.
Optimize your Copilot setup by updating knowledge base articles, assigning agents and phone numbers to end users, syncing contacts with Azure AD and Microsoft 365, and connecting domains for auto-resetting passwords. By following these steps, your Copilot can provide accurate, personalized support, streamline troubleshooting processes, and enhance overall contact management.
Overview
Click AI Readiness (on the sidebar).
This page is split into 2 sections:
- Copilot knowledge: Ensure your technicians and end users receive the best possible suggestions by regularly updating your knowledge base articles (KBAs), allowing Copilot to learn from and reference them effectively.
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Copilot actions:
- User actions: Assign agents and provide phone numbers to your end users for seamless troubleshooting with your Copilot.
- Contact actions: Assign agents and provide phone numbers to your contacts for seamless troubleshooting with your Copilot.
- Azure AD and Microsoft 365 actions: Sync your end users with Azure AD and Microsoft 365 to allow Copilot to provide more accurate and personalized support, leveraging up-to-date contact information.
- Azure AD and Microsoft 365 actions: Sync your contacts with Azure AD and Microsoft 365 to allow Copilot to provide more accurate and personalized support, leveraging up-to-date contact information.
- Domain actions: Connect all your domains to enable Copilot to reset passwords, simplifying and automating user management for improved security and efficiency. Simply enter your username and password without including the domain at the beginning. This will allow you to connect to the domain.
Copilot knowledge
A comprehensive knowledge base maximizes the Copilot's benefits. By regularly updating knowledge base articles (KBAs), the Copilot can provide accurate, tailored support, leading to quicker issue resolution and more efficient problem-solving for your team.
This section displays the number of end-user-facing and internal articles you have added to your Knowledge Base.
From here, you can:
- Click Generate article from ticket to be redirected to an article on creating user-facing knowledge base articles from tickets.
- Click New article to go to your Knowledge Base page. Learn more
Copilot actions
User actions
Contact actions
Assign agents and provide phone numbers to your end users for seamless troubleshooting with your Copilot. This section displays the number of available workstations (agents) and the users without an assigned agent or associated phone number. Assigning an agent directly to a user is pivotal in streamlining the ticket resolution process. It empowers technicians to immediately start troubleshooting and running essential device-related tasks — with or without the Copilot — as soon as a ticket is raised.
Assign agents and provide phone numbers to your contacts for seamless troubleshooting with your Copilot. This section displays the number of available workstations (agents) and the contacts without an assigned agent or associated phone number. Assigning an agent directly to a contact is pivotal in streamlining the ticket resolution process. It empowers technicians to immediately start troubleshooting and running essential device-related tasks — with or without the Copilot — as soon as a ticket is raised.
To assign agents and add phone numbers:
1. Click Update users.
1. Click Update contacts.
The Sites page > Users tab appears.
The Customers page > Contacts tab appears.
2. Select a user to assign agents to them and add their phone numbers.
2. Select a contact to assign agents to them and add their phone numbers.
Azure AD
Connecting to Azure Active Directory enables simply and securely importing all your site’s users and keeping them up to date.
Connecting to Azure Active Directory enables simply and securely importing all your customer’s contacts and keeping them up to date.
To sync users:
To sync contacts:
1. Click Sync users.
2. Click Sync contacts.
The Sites page appears.
2. Select a site.
The Site page > Users tab appears.
The Customer page > Contacts tab appears.
3. Click Manage users > Sync with Azure AD.
2. Click Manage contacts > Sync with Azure AD.
For more information syncing users, see:
For more information syncing contacts, see:
Domain actions
Connect all your domains to enable password resets, simplifying and automating user management for improved security and efficiency. You can reset passwords for local users, users managed by the domain controller (when connected), and Azure AD users (after syncing).
Note: New passwords will be sent to end users via SMS.
To connect to a domain:
1. Click Connect domain alongside the domain controller you want to connect to.
The Domain Controller settings window appears.
2. Enter the username and password (admin credentials for the domain controller), without the domain. Then click Save.
