Close Case

Note

This tool is available by default on the following MCP servers: Dynamics 365 Customer Service. The tools and examples in this documentation illustrate current capabilities. Tool names, descriptions, parameters, response formats, and available functionality can change over time.
When you build agents, integrations, or orchestration logic, don't hard-code dependencies on specific tool names, parameter structures, tool metadata, or response schemas. Instead, design your solution to discover and use available tools at runtime.
As the platform evolves, Microsoft might add, remove, rename, or modify tools and tool metadata. Designing against capabilities rather than specific tool identifiers helps maintain compatibility across service updates.

Use this capability when you resolved a customer's issue and want to close the case with a resolution note.

What it does

The assistant closes a case by marking it as resolved in Dynamics 365. You provide a brief note explaining how the issue was resolved, and the assistant creates a resolution record on the case. You can optionally provide a subject line for the resolution.

Try prompts like

• "Close case CAS-01010-A0A0A0 with resolution: password reset completed"
• "Resolve this case - issue was a configuration error"
• "Close this case, the customer confirmed the problem is fixed"
• "Mark this ticket as resolved - applied the hotfix"
• "Close this case with note: duplicate of CAS-01002-X1Y2Z3"

What you'll see in chat

The assistant confirms the case has been closed with a text response. No interactive component is displayed.

Helpful tips

• You must include a resolution note that describes how the issue was resolved. The assistant asks for one if you don't provide it.
• You can refer to the case by number (CAS-01010-A0A0A0) or use the case you're currently working with.
• If you want to close the case and immediately start working on the next one from your queue, say "resolve and go next" instead.
• Use "summarize the actions taken on this case" before closing to help you write a good resolution note.

Tip

The resolution note becomes part of the case history. Use it to document what worked so other agents can learn from it.

What happens next

After closing the case, you can continue with prompts like:

• "Pick the next case from my queue"
• "Show my active cases"
• "Show my inbox"

Does this change data?

Yes. This changes data.**

The case is resolved in Dynamics 365 and a resolution activity record is created.

Prerequisites

This tool requires the following:

• Customer service representative role

Tool summary

Property	Value
User-facing name	Close Case
Internal tool name	close_case
Purpose	Resolves and closes a support case using the Dataverse CloseIncident action

Tool behavior

Resolves and closes a support case using the Dataverse CloseIncident action. Requires a resolution note describing how the issue was resolved. Use this tool for standalone case closure without immediately moving to the next case in the queue.

Annotations

Annotation	Value	Meaning
readOnlyHint	false	This tool modifies data.
destructiveHint	false	The case is resolved, not deleted.
idempotentHint	false	Closing an already-closed case may fail or create a duplicate resolution record.
openWorldHint	Not set	Uses default (queries Dataverse).

Input concepts

Case identifier

Input	Description	Required
incidentId, caseNumber	incidentId (GUID) or caseNumber (e.g. CAS-01010-A0A0A0). At least one is required. When caseNumber is provided, the server resolves it to a GUID.	Yes

Resolution details

Input	Description	Required
resolutionNote	resolutionNote (required string) - brief description of how the issue was resolved. resolutionSubject (optional string) - subject line for the resolution record, defaults to "Case Resolved".	Varies

Response and UI behavior

Response type

Text-only

Returns a text confirmation that the case was closed. No interactive component is rendered.

Routing notes

Use close_case when:

• The user wants to close or resolve a single case without immediately picking up the next one.
• The user explicitly says "close", "resolve", "mark as resolved".

Don't use close_case when:

• Resolving and immediately picking the next case - route to resolve_case_and_pick_next (combines both operations)
• Updating a field (e.g. status reason without resolution) - route to update_case

Related tools

Tool	Relationship
resolve_case_and_pick_next	Resolves the case AND claims the next one from the queue in a single operation
update_case	Updates fields on a case without closing it
get_case	Opens the case form to review before closing
summarize_case	Generates an AI summary to review before closing
summarize_case_actions	Lists resolution steps taken - useful for drafting the resolution note

Data mutation classification

Write / mutation.

Closes the case using the Dataverse CloseIncident action, creating a resolution activity record. The case state transitions to Resolved.