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How to extend the OOB Customer Service Bot

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Posted on by RB-16101506-0

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Hello,

I'm new to copilot and IA things .

I would like to know how can I add topics to Customer service copilot the one that is on the CS workspace Apps not the custom or sales one

When I look on CopilotStudio It seems that we have a bot called Customer service Bot is it the one that we see on CRM Apps ?

you will find bellow a screen shot of the 2 bot that I'm talking about .

2 end question why we can't create new topics ? on it

Thanks for your feedback :) in advance

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Vinoth Selvam 1,560 Super User 2025 Season 1 on at

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How to extend the OOB Customer Service Bot

Hi RB-16101506-0,

Yes, the Customer Service Copilot Bot you see in Copilot Studio is likely the same one embedded in CRM Apps, specifically in the Customer Service Hub.

This Bot in the Customer Service workspace is pre-configured with a set of topics designed specifically for customer service scenarios. However, unlike custom copilots, Microsoft restricts modifications to topics in these pre-built copilots. This is why you may see limited customization options, especially regarding topic creation.

To add more customization you could consider using custom Copilot Studio bot that integrates with CRM via APIs or connectors, giving you full control to create and manage topics specifically tailored to your needs.

Thanks.

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