Use Copilot case summaries to boost agent productivity
Important
This content is archived and is not being updated. For the latest documentation, go to the Dynamics 365 Contact Center documentation. For the latest release plans, go to Dynamics 365, Power Platform, and Cloud for Industry release plans.
| Enabled for | Public preview | General availability |
|---|---|---|
| Users by admins, makers, or analysts | 
Jul 16, 2024 |
Jul 16, 2024 |
Business value
Support agents can summarize cases in third-party CRM solutions using Copilot and turbocharge their productivity.
Feature details
Support agents can use Copilot within the embedded widget to summarize cases from their host CRM solution. Agents can do the following:
- Summarize cases using attributes, such as case title, description, product, priority, and key case information such as email threads and case notes.
- Access the summaries in Copilot.
- Provide thumbs-up or thumbs-down feedback to rate the quality of the generated summary and help improve Copilot generated summaries.
- Include verbatim feedback when providing a thumbs-down to vocalize key information that they want Copilot to include in the summary.
Copilot automatically picks up context from the open case in the background when the "summarize case" button is selected. However, if case summary is invoked without any open case in the background, Copilot presents a prompt to enter a case number, which will be used to generate a case summary.
Geographic areas
This feature will be released into the following Microsoft Azure geographic areas:
- Germany
- Norway
- Singapore
- South Africa
- Switzerland
- United Arab Emirates
- US GCC
- US GCC High
- Sweden
- United States
- Europe
- Asia Pacific
- United Kingdom
- Australia
- Brazil
- Canada
- India
- Japan
- France
- Korea