Provide case summary to agents in Outlook
Important
This content is archived and is not being updated. For the latest documentation, go to Microsoft Copilot for Service overview. For the latest release plans, go to Dynamics 365, Power Platform, and Cloud for Industry release plans.
Important
Some of the functionality described in this release plan has not been released. Delivery timelines may change and projected functionality may not be released (see Microsoft policy). Learn more: What's new and planned
| Enabled for | Public preview | General availability |
|---|---|---|
| Users by admins, makers, or analysts | 
Feb 26, 2024 |
Apr 2024 |
Business value
Accessing the case summary as they work on emails from customers helps agents catch up to the case and customer issues.
Feature details
With Copilot for Service, agents can access case summaries as they work on emails from customers.
Through Copilot for Service, agents can:
- Access a summary for the case associated with the email conversation they're in.
- Save the case summary to the CRM system.
Geographic areas
This feature will be released into the following Microsoft Azure geographic area:
- United States