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[This article is prerelease documentation and is subject to change.]
Service Operations Agent in Dynamics 365 Contact Center is a self-service AI agent that supports administrators with configuration, validation, and troubleshooting tasks. The agent helps streamline onboarding and ongoing maintenance, making administrator workflows more efficient.
Service Operations Agent supports conversational setup of Dataverse tables, such as queues and workstreams.
Important
- This is a preview feature.
- Preview features aren’t meant for production use and might have restricted functionality. These features are subject to supplemental terms of use, and are available before an official release so that customers can get early access and provide feedback.
Supported capabilities
Note
Service Operations Agent is available only in English.
Configure channels
- Help set up channels and workstreams.
- Sync phone numbers with Azure Communication Services and Teams.
- Provide guidance on best practices for contact center configuration.
Manage queues
- Assign users to specific queues.
- Create skills and assign them to users.
- Check queue details.
- Set up operating hours.
Query capabilities and troubleshoot issues
- Query the agent about contact center capabilities.
- Ask questions about the environment.
- Provide diagnostics for supported channels.
Prerequisites
- Omnichannel administrator role to access Service Operations Agent.
- System Administrator role to manage Power Apps connections and Model Context Protocol (MCP) connections.
- The Power Platform Pay-as-you-go plan requires the use of an Azure subscription that the system charges when the agent runs. Make sure that you set up consumption-based billing.
- For Service Operations Agent to troubleshoot issues during setup:
Conversational setup
Use natural language to set up your contact center and watch Service Operations Agent run the steps while keeping a human in the loop.
Steps to access
Service Operations Agent requires a Dataverse connection through the MCP server. This connection enables the agent to access and manage your environment.
Perform the following steps:
- In Copilot Service admin center, select Launch in the Conversational Setup tile. The Service Operations Agent (Preview) page appears with a prompt connect to Dataverse via the MCP server.
- Select Allow once.
If the agent can't perform actions or retrieve information, verify that the connection is configured correctly.
To configure or refresh the connection between Dataverse and the MCP server, perform the following steps:
- Go to Power Apps.
- Select the correct environment in the upper-right corner.
- Select Connections in the left pane.
- Locate D365 Contact Center MCP Connection, and then delete it.
- In Copilot Service admin center, open Admin Copilot, and then start a new conversation.
- When the connection card appears, select Allow to create a new connection for D365 Contact Center Admin MCP.
Use example prompts
Use clear, detailed prompts, and explicitly specify the relevant channel or topic to reduce the risk of inaccurate or unreliable answers. A few examples of prompts are as follows.
Configuration and setup
- Can you help me create a voice workstream?
- Please create a voice workstream with the name
<WorkstreamName>and use the<QueueName>queue as the default queue.
Queue management
- Which voice queues are available?
- Which queues aren't connected to workstreams?
Knowledge and troubleshooting
- Is there an active Azure Communication Services resource in this organization?
- List the phone numbers associated with the Azure Communication Services resource.
- What is my organization ID?
Related information
Overview of autonomous service agents
Customer Intent Agent
Use AI-generated conversations for agentic simulations