In the previous blog (Part I), you explored the overview of AI testing evaluation; now, you can dive deeper into the detailed functionality and practical implementation.
If you work in IT, especially in a global organization, you understand how critical consistency and accuracy are in daily operations. As a Dynamics 365 CRM Engineer, you likely support teams across multiple countries who rely on Dynamics 365 Customer Service every day.
As part of your digital transformation journey, you may introduce a Copilot Studio agent to help support teams quickly find answers about case handling, SLAs, escalation rules, and best practices, right inside Dynamics 365.
Building the Copilot was the easy part. The real challenge was making sure it gave the right answers consistently for everyone. In the beginning, we tested it manually by asking a few questions and doing basic checks. But once more users got involved, problems started showing up. The same question would get slightly different answers, some important SLA details were missed, and users who phrased questions differently didn’t always get clear responses. With a global support team, that kind of inconsistency was risky.
While exploring Copilot Studio, I came across the Agent Evaluation feature, and it turned out to be a game changer. Instead of guessing, we could test the Copilot using real support questions in a structured way and clearly see where it performed well and where it needed improvement. It helped us catch issues early, improve quality, and feel much more confident before rolling changes out globally.
Step-by-Step: How to Configure Agent Evaluation in Copilot Studio
Let’s see how to set the configuration... Read More
