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Summarize cases in non-Microsoft CRM systems

Applies to: Dynamics 365 Contact Center—embedded, Microsoft 365 Copilot for Service

Copilot case summaries help you review the context of a case in a non-Microsoft CRM system. The summary appears as a card on the Ask a question tab in the Copilot help pane.

Important

  • Case summary is a preview feature in Microsoft 365 Copilot for Service.
  • Preview features aren’t meant for production use and might have restricted functionality. These features are available before an official release so that customers can get early access and provide feedback.

Generate a case summary

  1. Select the required case or incident in the non-Microsoft CRM system.
  2. Launch the embedded experience.
  3. Sign in to your Dynamics account.
  4. In the Copilot help pane that appears, select Ask a question.
  5. Select the Copilot icon and then select Summarize case. The case summary appears in the help pane.

Copilot generates case summaries based on the following case information for the corresponding CRM systems:

Salesforce: Copilot generates the case summary based on the case fields and activities associated with the case. The case summary includes the following information:

  • Case fields: case ID, description, subject, priority, type, customer name, case URL, email, and product name if the service representative has access.
  • Text post: ID, Title, body, created date
  • Comment: Id, body, created date
  • Email: ID, body, lastmodifieddate, fromaddress, toaddress.

ServiceNow: Copilot generates the case summary based on the incident data and activities attached to the incident. The case summary includes the following information:

  • Incident data: incident ID, description, short description, priority, type, customer name, incident URL, email, and notes.
  • Work notes and comments: ID, TextContext, Created Date.
  • Email: ID, body, created date, from address, to address.

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

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