Edit

Share via

Use msdyn_invokeCaseProcessingAgent to invoke Case Management Agent

Use the msdyn_invokeCaseProcessingAgent business event to trigger Case Management Agent to do the following:

  • extract information from a source entity such as an email and update the case with relevant details.
  • resolve a specific case.

You can use this to extend case automation beyond the default triggers. For example, you can invoke Case Management Agent when a customer creates a case from an external portal, or when a CRUD event occurs on a custom table, such as new receipts added to a case.

Prerequisites

HTTP request

POST [Organization URI]/api/data/v9.2/msdyn_invokeCaseProcessingAgent

Request body

Property Type Required Description
msdyn_incidentId String Yes The ID of the case (incident) on which Case Management Agent should run.
Example: "3895d023-a353-f011-877b-6045bd062e87"
msdyn_actions Stringified JSON array Yes Defines which Case Management Agent actions/capabilities to perform. See details below.

msdyn_actions array object

Property Type Required Description
action String Yes Defines the case processing action to run.
Values:
  • resolve: Resolve the case using the resolution capabilities of Case Management Agent.
  • enrich: Extracts information from a source entity, such as an email, and updates the case with relevant details.
    The source entity must be accessible and contain relevant case information
automationLevel String No Defines automation mode for the action. This applies to case resolution only. If this value isn't provided, the agent uses the mode configured by the administrator.
Values:
  • Full: AI agent resolves the case automatically without customer service representative (service representative or representative) intervention.
    • ,
  • Semi: AI agent drafts resolution emails but requires service representative's review and approval
sourceContextEntity String Yes This is a required value for case enrichment and optional for case resolution. The source entity, such as an email or a conversation that must be used to update the case.
Example: "emails(0e20cf92-f663-f011-bec1-000d3a3622ba)"

Sample request

{
  "msdyn_incidentId": "5ad2ac2c-6363-f011-bec2-6045bd026457",
  "msdyn_actions": "[{\"action\":\"enrich\",\"sourceContextEntity\":\"emails(0e20cf92-f663-f011-bec1-000d3a3622ba)\"},{\"action\":\"resolve\",\"automationLevel\":\"Full\"}]"
}

Response

  • Success: Returns HTTP 204 No Content with an empty body.
  • Failure: Standard OData error response.

Sample code

In the example below, you can invoke Case Management Agent from Dataverse plugins or custom code by executing the msdyn_invokeCaseProcessingAgent organization request. The agent is used to update the case using a related email entity and then resolve the case with full automation.

Example 1

CrmServiceClient GetService()
{
    string orgUrl = "";
    string username = "";
    string connectionString = $"AuthType=OAuth;Username={username};Url={orgUrl};AppId=51f81489-12ee-4a9e-aaae-a2591f45987d;RedirectUri=http://localhost;LoginPrompt=Auto";
    CrmServiceClient svc = new CrmServiceClient(connectionString);
    return svc;
}

public class InvokeCaseProcessingAgentRequest
{
    [JsonProperty("msdyn_incidentId")]
    public string incidentid { get; set; }

    [JsonProperty("msdyn_actions")]
    public List<AgentAction> actions { get; set; }
}

public class AgentAction
{
    [JsonProperty("action")]
    public AgentActionType action { get; set; }

    [JsonProperty("sourceContextEntity")]
    public string sourceContextEntity { get; set; }

    [JsonProperty("automationLevel")]
    public AutomationLevel? automationLevel { get; set; }
}

[JsonConverter(typeof(StringEnumConverter))]
public enum AgentActionType
{
    [EnumMember(Value = "enrich")]
    Enrich,
    [EnumMember(Value = "resolve")]
    Resolve
}

[JsonConverter(typeof(StringEnumConverter))]
public enum AutomationLevel
{
    [EnumMember(Value = "Full")]
    Full,
    [EnumMember(Value = "Semi")]
    Semi
}

void Main()
{
    var service = GetService();
    var actions = new List<AgentAction>()
    {
        new AgentAction()
        {
            action = AgentActionType.Enrich,
            sourceContextEntity = "emails(0e20cf92-f663-f011-bec1-000d3a3622ba)"
        },
        new AgentAction()
        {
            action = AgentActionType.Resolve,
            automationLevel = AutomationLevel.Full
        },
    };
    var req = new OrganizationRequest("msdyn_invokeCaseProcessingAgent")
    {
        ["msdyn_incidentId"] = new Guid("8f2db50d-0c64-f011-bec2-000d3a3b776a"),
        ["msdyn_actions"] = JsonConvert.SerializeObject(actions)
    };
    service.Execute(req);
}

Example 2

function invokeCaseManagementAgent() {
  var data = JSON.stringify({
    "msdyn_incidentId": "020edf2f-7d3f-4a69-bd26-030736604eeb",
    "msdyn_actions": "[{\"action\":\"enrich\",\"sourceContextEntity\":\"emails(0e20cf92-f663-f011-bec1-000d3a3622ba)\"},{\"action\":\"resolve\",\"automationMode\":\"Full\"}]"
  });
  var xhr = new XMLHttpRequest();
  xhr.withCredentials = true;
  xhr.addEventListener("readystatechange", function() {
    if(this.readyState === 4) {
      console.log(this.responseText);
    }
  });
  xhr.open("POST", Xrm.Utility.getGlobalContext().getClientUrl()+"/api/data/v9.2/msdyn_invokeCaseProcessingAgent");
  xhr.setRequestHeader("Cache-Control", "no-cache");
  xhr.setRequestHeader("Accept", "*/*");
  xhr.setRequestHeader("Content-Type", "application/json");
  xhr.send(data);
}

invokeCaseManagementAgent();
  • Last updated on