Set up Case Management Agent to create and update cases (preview)

2025-05-26

[This article is prerelease documentation and is subject to change.]

The Case Management Agent automates case creation which reduces manual effort and data entry errors.

The agent creates and updates cases in two main ways:

From conversations: While chatting with customers, the agent picks up on key details, fills in the necessary information, and keeps the case updated as the conversation goes on.
From emails: When customers send emails, cases are created through the Automatic record creation and update rules create cases from emails. After a case is created using these rules, the agent updates the case fields based on the ongoing email interactions with customers.

Important

This is a production-ready preview feature.
Production-ready previews are subject to supplemental terms of use.

Prerequisites

Administrators must have the CSR Manager or System Administrator role.
Customer service representatives (service representatives or representatives) must have the Omnichannel Agent and Customer Service Representative role.
Enable AI form fill assistance in the Power Platform admin center application.
Automatically create or update records are set up to create case records from emails.
Provision channels in Dynamics 365 Contact Center and make sure you configure authentication settings.
Create and manage workstreams and Create and manage queues for unified routing are set up.
Move data across regions for Copilots and generative AI features in the Power Platform admin center application.
The Autonomous Case Management agent uses the Data Entry Agent in the background. The Power Platform Pay-as-you-go plan mandates the usage of an Azure subscription the system charges when the agent runs. Make sure you Set up consumption-based billing.

Configure autonomous case creation and update

In Copilot Service admin center, follow these steps:

In Customer support, select Case settings.
On the Case settings page, select Manage for Case Management Agent.
On the Case Management Agent page, select Case creation and update with autonomous AI assistance (preview).
In the page that appears, select the channels that AI can use to create or update cases. You can select Chat and Email.
On the Default list of fields for AI prediction, specify the fields the agent must fill in the case form using information from the chat or email conversation.
- For a conversation, the agent evaluates the conversation and then creates a case only if there’s enough context in the conversation to predict the default fields.
- New cases are created from emails based on the automatic record creation rules configured. The Case Management Agent populates the fields in the case created by the record creation rules if there’s enough context available in the email. Fields populated during case creation remains unchanged by the agent.
Optionally, in Rules for case update with AI assistance, specify the fields the agent must update from an ongoing conversation or incoming email after creating a case. If you don't specify update rules, the agent updates the fields you added in the previous step.

Note

We recommend that you enable audit history and make sure service representatives have the required access to the case and related entities that the AI agent updates. Learn more in Manage Dataverse auditing.

Enable service representatives to use autonomous Case Management Agent

For service representatives to use the Case Management Agent in Copilot Service workspace, allow the autonomous case creation and update, case follow-up, and closure in agent experience profiles.

By default, service representatives added to the out-of-the-box experience profiles can use the autonomous Case Management Agent.

Go to Experience profiles using one of the following navigation options:
- Support experience > Workspaces
- Select Manage for Case Management Agent, and then select agent experience profiles in Case creation and update with autonomous AI assistance > Agent access.
- Customer Support > Case settings > Case Management Agent > Case follow-up and closure > Agent access > agent experience profiles
Select the required experience profile.
In the Copilot AI features section:
- Select Edit and then enable the required features:
  - Autonomous case creation and update from conversations
  - Autonomous case follow-up and closure

Example

When a customer initiates a chat conversation with the service representative, the AI agent creates a case only if it can predict the values of Issue description and Contact fields.

For the agent to run this scenario, specify the following in the Case creation and update with autonomous AI assistance (preview) page:

Channel: Chat
Default list of fields for AI prediction: Issue description, Contact

For an ongoing conversation, if the service representative selects Update from conversation the AI agent must update the Issue description and Contact fields, if there are any updates. Additionally, the Product, Priority, and Serial number fields should also be updated if the case category is set to product defect.

For the agent to execute this scenario, in addition to the Issue description and Contact fields set in Default list of fields for AI prediction specify the following in the Case creation and update with autonomous AI assistance (preview) page:

Select Create for Case update rules.
In the New rule page, specify the Rule name and the following:
- In Define conditions, select Add and then specify the following:
  - Select a field: Case category
  - Operator: Equals
  - Value: Product defect
- Specify fields for AI prediction when this condition is met:
  - Product, Priority, Serial number

Next steps

Use Case Management Agent to create and update cases (preview