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Summarize cases

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Applies to: Dynamics 365 Customer Service only

Copilot case summaries help you quickly understand the context of a case and resolve customer issues more efficiently. The case summary includes key information such as the case title, customer, subject, product, priority, case type, and description.

Prerequisites

View case summary

In Copilot Service workspace, navigate to a case to view the case summary card.

The case summary appears as a card on the case form. When you open a case, the case summary card is collapsed by default so that your screen isn't cluttered with information. Select the card to expand the summary. The placement of the summary card you see is based on the case form you are using. Learn more in Use Copilot case summary in model-driven apps. Based on the administrator's configuration, the case summary is displayed in a paragraph format or as a structured format.

You can copy the summary, refresh it, and provide feedback.

Note

  • You can also generate a case summary for cases that are resolved or canceled.
  • A case summary isn't generated if the descriptions added in the source case fields that Copilot uses are less than 38 words in English, without counting spaces.

Alternatively, you can also generate a case summary from the Ask a question tab in the Copilot help pane. Learn more in Summarize cases and ask about case data.

If your administrator has enabled the related record summary, then the case summary card or custom record summary card displays the related record summaries at the top with the primary record summary.

You can do the following:

  • View the related record summary, with the corresponding header such as record ID or title. Copilot displays two related record summaries by default.
  • Select Show more related records to view all related records to load two additional summaries at a time, repeating the process until all related records are displayed.
  • Select the record ID or header to open the full record in a new view.

Manage case and custom record summary