Case Detail

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 want to view the full case form with all its fields, sections, and timeline directly in chat, especially when you're about to edit case details.

What it does

The assistant opens an interactive case form inside chat that mirrors the Dynamics 365 case layout. The form displays all case fields organized by sections, such as case details, customer info, and SLA information, and includes a Timeline tab showing the case's activity history.

This is the form-first view of a case. It's best when you need to see specific field values or prepare to update the case. For a general overview of a case (with an AI-generated summary), use "summarize case" instead — the assistant defaults to the summary view for most "show me case" prompts.

Try prompts like

• "Show the case form for CAS-01010-A0A0A0"
• "Open the form view for this case"
• "Show me the case fields"
• "Open the case form so I can edit it"
• "Show the timeline for case CAS-01010-A0A0A0"
• "Case form for this case, timeline tab"

What you'll see in chat

The assistant displays an interactive case form as an app-in-chat component. The form shows the case's fields, sections, and tabs, including a Timeline tab with recent activities.

Helpful tips

• Say "summarize case" instead if you want a quick AI-generated overview. The assistant routes most "show case" or "open case" prompts to the summary view by default.
• Use this tool when you need to see specific field values or plan to edit the case.
• You can jump directly to the Timeline tab by saying "show the timeline for this case."
• Filter timeline activities by type (emails, tasks, notes) or date range in your prompt.
• You can pass a case number (like CAS-01010-A0A0A0) or a case GUID.

What happens next

After the case form appears, you can continue with prompts like:

• "Update the priority to high"
• "Reassign this case to Alex"
• "Summarize this case"
• "Draft an email to the customer"
• "What changed on this case since yesterday?"
• "Close this case"

Does this change data?

No. Viewing the case form doesn't change data.

The form is read-only. Follow-up actions such as updating a field, reassigning, or closing the case can change data. The assistant asks for confirmation before making changes.

What you can do from the app-in-chat component

From the case form in chat, you can:

• View all case fields organized by form sections
• Switch between form tabs (Details, Timeline, and others)
• Browse the activity timeline with filters for activity type, state, and date range
• Open the full case record in Dynamics 365
• Use follow-up prompts to update fields or take action on the case

Prerequisites

This tool is available on the Dynamics 365 Customer Service MCP server. Review the availability note at the beginning of this article for details. No additional configuration is required.

Tool summary

Property	Value
User-facing name	Case Detail
Internal tool name	get_case
Purpose	Opens the case form widget showing the Dataverse layout with sections, fields, timeline, and SLA KPIs

Tool behavior

Opens the case form widget showing the Dataverse layout with sections, fields, timeline, and SLA KPIs. When includeSummary: true, also renders an AI Summary card alongside the form. Use for "show case CAS-X", "open/view case CAS-X", "get/show case details of CAS-X", "tell me about CAS-X", or any general triage or edit-prelude intent. Pass includeSummary: true when case summary is enabled per check_summary_enabled. For dedicated AI-summary intent ("summarize CAS-X", "recap CAS-X"), use summarize_case instead. For chronological activity feed only, use get_activity_timeline.

Annotations

Annotation	Value	Meaning
readOnlyHint	true	This tool does not modify data.
destructiveHint	Not set	Not applicable (read-only tool).
idempotentHint	Not set	Not applicable (read-only tool).
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 via exact then fuzzy matching.	Yes

Form selection

Input	Description	Required
formId	formId (GUID). Optional. Selects a specific system form; defaults to the primary main form.	No

Initial tab

Input	Description	Required
initialActiveTab	initialActiveTab (string). Sets which tab is active when the widget opens.	No

Timeline filters

Input	Description	Required
typeFilter, stateFilter, searchText, dateFrom, dateTo	typeFilter (string array), stateFilter (string array), searchText, dateFrom, dateTo. Optional. Pre-filters the embedded timeline tab.	No

AI summary

Input	Description	Required
includeSummary	includeSummary (boolean). When true, fans out to summarize_case in parallel and renders the Summary tab alongside the form. Costs an LLM call.	No

Response and UI behavior

This MCP tool is supported by an MCP app.

Response type

Interactive case form (app-in-chat)

Routing notes

Use get_case when:

• The user says "show case", "open case", "view case", "get case details", "tell me about CAS-X" (general triage or view intents)
• The user is about to edit the case (prelude to update_case)
• The user explicitly asks for form-only access: "just show the form", "case fields only"
• Pass includeSummary: true when check_summary_enabled returned caseSummaryEnabled: true

Don't use get_case when:

• The user asks for dedicated AI summary ("summarize CAS-X", "recap CAS-X", "brief me on CAS-X") - route to summarize_case
• The user wants an activity feed only - route to get_activity_timeline
• The user wants triage signals - route to get_case_highlights

Related tools

Tool	Relationship
summarize_case	Generates an AI summary with Summary tab as default landing. Use for dedicated summary intents ("summarize CAS-X", "recap CAS-X")
update_case	Updates fields on the case. Use get_case as a prelude to inspect before editing
get_case_highlights	Returns structured triage signals (SLA risk, escalation, activity counts)
get_activity_timeline	Returns the raw chronological activity feed for the case
get_case_sla_status	Returns SLA KPI details for the case
close_case	Resolves and closes the case

Data mutation classification

Read-only entry point with downstream mutation potential.

The form itself doesn't change data. Follow-up actions from the form, such as update, reassign, and close, can trigger write operations using separate tools.