Tired of spending precious minutes scanning through case timelines, emails, and notes just to get up to speed?
Microsoft’s new Case Summary feature in Dynamics 365 Customer Service—powered by Copilot—changes that.
It gives agents a quick, AI-generated synopsis of a case, helping them make decisions faster and with better context.
What is the Case Summary?
The Case Summary is an AI-generated paragraph that:
- Provides an at-a-glance overview of the case.
- Includes the issue, attempted resolutions, and current status.
- Summarizes notes, activities, interactions (chat/email), and case updates.
This summary is generated on-demand by Microsoft Copilot and never stored in the system—keeping it transient, secure, and privacy-conscious.
Key Highlights
- Location: Case Summary tab on the case record.
- Formats Available: Paragraph or bullet points (configurable).
- Copilot-Generated: Not saved in the database—regenerated each time.
- Real-time Context: Reflects the most recent updates.
- Multilingual Support: Summaries are generated in the agent’s preferred language.
- Conversation-focused Summaries: For cases initiated via chat, a specialized view highlights chat transcript insights.
Sample Summary
"The customer reported an issue with delayed invoice emails on April 10. Initial troubleshooting included resending the invoice and verifying the recipient’s email. The issue was escalated and resolved after whitelisting the sender’s domain. The customer confirmed successful delivery on April 13."
Prerequisites
| Requirement | Details |
|---|---|
| License | Dynamics 365 Customer Service Enterprise |
| Copilot | Must be enabled in Customer Service admin center |
| Data Access | Copilot must have access to case activities and notes |
| Role-based access | Only authorized agents can use this feature |
Benefits to Support Teams
| Benefit | Value |
|---|---|
| Context at a glance | Avoid digging through case records |
| Time-saving | Reduce average handle time |
| Onboarding-friendly | Great for new or escalated agents |
| More confident responses | Improve CSAT with better-informed replies |
| Flexible formatting | Choose between paragraphs or bullet lists |
Admin Configuration
Admins can:
- Enable/disable Copilot in the Customer Service admin center.
- Choose between paragraph or bullet format for summaries.
- Control who sees the summary via security roles.
To enable: Go to Customer Service admin center > Workspace settings > Copilot > Enable Case Summary.
Considerations
- AI summaries are not stored and not editable.
- Sensitive or regulated industries may need compliance review.
- Works best when agents log notes and activities diligently.
- Requires modern UI experience; not available in legacy web clients.
Final Thoughts
The Case Summary is more than a timesaver—it's a strategic feature that empowers agents to deliver exceptional service with less effort. It reflects the real power of Copilot in action, blending AI with human expertise.
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