Use Copilot to summarize cases – Dynamics 365 Customer Service

Copilot can be used to summarize cases in Dynamics 365 for Customer Service. To enable it, go to the Customer Service admin center, navigate to Agent Experience, and select Summaries (Manage). Check the "Make case summaries available to agents" option and save the setting. When opening a Case record, a Case Summary card will be added, collapsed by default. Agents can expand it to see the generated summary, which includes key case details such as Case Title, Subject, Priority, Case Type, Description, Product, Emails, and Linked Notes. This feature allows agents to quickly access the necessary information and resolve cases more efficiently.

Article 17m Nishant Rana's Weblog

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