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Use Copilot to summarize cases Dynamics 365 Customer Service

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#agentexperience

#caserecord

#casesummary

#customerserviceadmincenter

#microsoftcopilot

Dynamics 365 Customer Service

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Nov 23, 2023

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AI Summary

  • The article titled "We can make use of copilot to summarize the cases" discusses how to enable and utilize case summaries in Dynamics 365 Customer Service.
  • To enable case summaries, administrators need to navigate to the Customer Service admin center, go to Agent Experience, then to Productivity, and select Summaries (Manage).
  • The "Make case summaries available to agents" option should be checked and the setting saved.
  • Once enabled, a Case Summary card is added to the Case record, initially collapsed.
  • Agents can expand the card to view the generated summary, which considers key Case details such as Case Title, Subject, Priority, Case Type, Description, Product, Emails, and Linked Notes.
  • Agents have the ability to copy the summary, regenerate it, and provide feedback.
  • The case summary helps agents quickly access the required details without having to go through all the key fields, emails, and notes associated with the case.
  • This feature aims to improve agent productivity and efficiency in resolving cases.

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