In today’s business environment, organizations are not only adopting AI-powered agents to automate tasks but also looking for better ways to control how these agents are accessed and used across different users and departments. To address this, Microsoft introduced Admin Management in Dynamics 365 Customer Service and Copilot Studio, allowing organizations to centrally manage AI agents, control user access, customize prompts and experiences, and ensure a more secure and streamlined AI-driven workflow across the organization.
To enable Agent Management in Dynamics 365 Customer Service, navigate to Copilot Service admin center → Productivity → Copilot settings. Under the Agents within Copilot section, enable the required agent, such as Admin Management (Preview), to make the agent available for selected users within the Copilot side pane.
After enabling Admin Management (Preview), three configuration sections become available: Overview, Prompts, and User access.The User access section allows organizations to control who can access the Admin Management experience. Administrators can either enable it for all Copilot users or restrict access to specific security roles, ensuring that only authorized users can use the feature within Dynamics 365 Copilot.
The Prompts section allows organizations to define and manage custom prompts that users can directly interact with through the Admin Management experience. These prompts can be tailored based on specific business requirements or support scenarios. In our implementation, we configured custom prompts related to our use case, enabling users to quickly access guided responses and perform administrative tasks more efficiently within Dynamics 365 Copilot... Read More
