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A company is setting up Copilot in Dynamics 365 Customer Service to help customer service representatives (CSRs) with real-time responses in the sidecar pane, though Copilot Studio use has not been approved yet. The company has configured multiple data sources for Copilot to draw on when answering questions and drafting emails and chats. Copilot must generate its responses using only supported knowledge sources enabled in the Copilot Service admin center, without turning on any knowledge sources from Copilot Studio. You need to configure which knowledge sources Copilot can use.
Which two knowledge sources can you configure for Copilot to use? Each correct answer presents a complete solution.
Comprehensive and Detailed 150 to 250 words of Explanation From Dynamics 365 Contact Center AI Engineer/Course Guide/topics:
For the Copilot sidecar experience configured without Copilot Studio knowledge extensibility, the directly supported knowledge sources in Copilot Service admin center include the internal Dynamics 365 knowledge base and trusted web domains. Microsoft documents that enabling Knowledge base allows Copilot to use published Dataverse knowledge articles when answering questions and drafting content. It also documents the Web resources configuration, where administrators can add trusted web domains for Copilot to search and use when generating answers.
Therefore, Microsoft Dataverse knowledge articles and trusted webpages satisfy the conditions in the question.
SharePoint can participate in broader Customer Service knowledge architectures through external search providers, Microsoft 365 Service Agent, or Copilot Studio-based extensibility. However, those are distinct integration paths from the specific native Copilot-sidecar knowledge-source configuration described here.
Prompt templates control generation instructions rather than acting as a knowledge repository. Ordinary Dataverse table field mappings provide structured contextual data but are not equivalent to enabling the internal knowledge base for Ask a question.
Study Guide reference: Configure agents and AI capabilities -> Configure Copilot knowledge sources and grounding in Copilot Service admin center.
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