Edit

Use Service Operations Agent

Applies to: Dynamics 365 Contact Center only

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.

Supported capabilities

Note

Service Operations Agent is available in English only.

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

  • Create a queue with one of the out-of-the-box assignment methods. If you don't specify the assignment method, the system assigns a default method.
  • Change assignment method. Custom assignment isn't supported.
  • Assign users to specific queues.
  • Create skills and assign them to users.
  • Check queue details.
  • Set up operating hours.

Manage workstreams, route-to-queue rules

Use natural language instructions to create workstreams and route-to-queue rules.

  • You can create multiple rules, but without conditions only.
  • Make sure that the workstream and queue are for the same channel.

Query about capabilities and troubleshoot issues

  • Query the agent about contact center capabilities.
  • Ask questions about the environment.
  • Provide diagnostics for supported channels.

Prerequisites

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.

Complete the following steps:

  1. In Copilot Service admin center, select Launch in the Conversational Setup tile. The Service Operations Agent page appears with a prompt to connect to Dataverse via the MCP server.
  2. 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, follow these steps:

  1. Go to Power Apps.
  2. Select the correct environment in the upper-right corner.
  3. Select Connections in the left pane.
  4. Locate D365 Contact Center MCP Connection, and then delete it.
  5. In Copilot Service admin center, open Admin Copilot, and then start a new conversation.
  6. 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.

Configure and set up

  • 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.

Manage queues

  • Create a queue <QueueName> for voice channel and set its assignment method to highest capacity.
  • Update the assignment method for <QueueName> to round robin.
  • Which voice queues are available?
  • Which queues aren't connected to workstreams?

Create rules for route-to-queue

  • Create a route to queue ruleset <RulesetName> for workstream <WorkstreamName> and add a rule <RuleName> to assign the conversations to <QueueName>.

Manage knowledge and troubleshoot

  • 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?

Configure routing capabilities

Create and manage workstream

Operation Description
Create Create a new workstream.
Update Modify advanced settings such as presence options, capacity, and wrap-up time.
Delete Delete a workstream by name.
Validate Check that a workstream is properly configured and ready.
AssociateChannel Link an existing channel configuration to a workstream.
AddQueue Set the default and fallback queue for a workstream.
AddBot Associate an existing agent with a workstream.
Get Retrieve complete workstream details by name.

Create and manage queues

Operation Description
Create Create an advanced queue with settings for type, priority, assignment strategy, and visibility.
Edit Update queue properties without changing the type.
Delete Remove a queue.
AddUser Add a user as a queue member.
RemoveUser Remove a user from a queue.
SetOperatingHours Assign or clear queue business hours.
LinkToWorkstream Connect a queue to a workstream as fallback queue or through route-to-queue rules.
GetDetails Retrieve queue metadata, including type, strategy, priority, hours, workstreams, and member count.
ListUsers List all queue members with their name and email.
Update OOB Assignment strategy Update the assignment method of the queue.

Create and manage routing rules (route-to-queue rules)

Operation Description
CreateRouteToQueueRuleset Create a route-to-queue ruleset on a workstream (name and optional description only).
AddRule Add a rule that routes work items to a single target queue.
UpdateRule Update a rule's name, target queue, and position.
DeleteRule Remove a rule from a ruleset.
UpdateRuleset Update ruleset name, description, and execution order (StepOrder).
DeleteRuleset Delete an entire ruleset.
ReorderRules Reorder rules within a ruleset (JSON array of rule names).
SetHitPolicy Set hit policy (All or First).
ListRules List all rules in a ruleset.
ListRulesets List all rulesets for a workstream.

Classification rulesets, assignment rules, overflow rules (and other ruleset types), percentage-based/multi-queue distribution, and adding or editing conditions in rules aren't supported through the tools and must be configured manually in Copilot Service admin center.

Create operating hours

Operation Description
Create Create an operating hours schedule with schedule name, time zone code, start date, work start and end times (HH:mm), recurring days (MO-SU), and optional break period (BreakStart and BreakEnd).

Manage capacity profiles

Operation Description
Create Create a capacity profile with default max units, reset duration, and block-assignment settings.
Update Rename the profile or update the max units and block-assignment flag.
AssignUsers Assign one or more users to a profile.
RemoveUsers Remove one or more users from a profile.

Manage skills

Operation Description
Create Create a new skill with an optional description.
Read Retrieve all skills assigned to a user.
Update Rename a skill or update its description.
Delete Delete a skill that has no assignments.
AddToUser Assign a skill to a user with an optional proficiency rating.
AddToQueue Assign a skill to all members of a queue with an optional rating.
RemoveFromUser Remove a skill from a user.
RemoveFromQueue Remove skill from all queue members.

Manage users

Operation Description
Update Modify user details (first/last name, email, title, phone, capacity).
Disable Deactivate a user account.
AssignRole Grant a security role.
UnassignRole Remove a security role.

Overview of contact center agents
Responsible AI at Microsoft
Responsible AI FAQ for Service Operations Agent
Use AI-generated conversations for agentic simulations (preview)
Use industry templates to set up a contact center (preview)

  • Last updated on