A Deep Dive into the Case Management Agent (preview) in D365 Customer Service
The Case Management Agent in D365 Customer Service automates case creation and updates based on live chat conversations, improving efficiency for customer service reps. It can also follow up with customers via email and suggest case closures. The agent is in paid preview and requires configuration before use, including setting up billing for Copilot Messages and configuring the agent in the Copilot Service admin center. The agent can create cases from chats and emails, update case fields, and apply specific rules for case updates.
Article 4w
Login now to access my digest by 365.Training
Learn how my digest works
Features
- Articles, blogs, podcasts, training, and videos
- Quick read TL;DRs for each item
- Advanced filtering to prioritize what you care about
- Quick views to isolate what you are looking for right now
- Save your favorite items
- Share your favorites
- Snooze items you want to revisit when you have more time