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Summarize cases in non-Microsoft CRMs

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

Copilot case summaries help you quickly understand the context of a case and resolve customer issues more efficiently. In a non-Microsoft CRM, the case 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.

When you sign in to a non-Microsoft CRM, you can generate case summary as follows:

  • Launch the embedded experience and then login to your Dynamics account.
  • In the Copilot help pane that appears, select Ask a question.
  • Select the Copilot icon and then select Summarize case.

Generate case summaries

In the non-Microsoft CRM, you can generate the case summary as follows:

  • Select the required case or incident.
  • Select Microsoft contact center. The Copilot help pane appears.
  • In the Ask a question tab, 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 that are attached with 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, FromAddress, ToAddress

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

Next steps

Use Copilot to solve customer issues