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Tom_118's avatar
Tom_118
Copper Contributor
Feb 06, 2024

Integration with Salesforce Service Cloud

Exploring the use cases for CP for Service with SF Service Cloud integration. I understand that it can connect to the SF KB to source information. However how does the embedded CP into SF work? Is it able to read and summarise data within SF page? Or does it require the agent to input the description into the CP? Does it ever pull case information from SF so it can provide case history or related tickets, or is it purely just connected to the KB? 

 

I'm also not entirely clear on the differentiators between CP Service and CP Studio, in Studio you can create CPs that have external data sources from SF. CP 365 would provide the Teams calls/summaries. 

I am also assuming you would need CP Studio to set up the customer facing bot and this is not included in CP Service? 

Microsoft Copilot for Service
  • Deepa_Bansal's avatar
    Deepa_Bansal
    Icon for Microsoft rankMicrosoft
    Mar 28, 2024
    Reading and summarizing data within the SF page the agent is on is on the short-term roadmap; however, that feature does not exist right now. The Q&A chat bot embedded in Salesforce only pulls from the knowledge articles in the KB.
    Copilot for Service also includes the M365 Copilot. Copilot for Service is built on Copilot Studio; however, you do not need a Copilot Studio license to use Copilot for Service.

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