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Case Highlights

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.

  • "What happened on this case since last week?"
  • "Since my last visit, what's new on this case?"
  • "Show activity digest for CAS-01004-2F9LQX"
  • "Any SLA risk on this case?"
  • "Show me the email activity since Monday"

What you see in chat

The assistant shows a text summary with activity counts by type (emails, calls, notes), SLA risk status, escalation indicators, last customer contact time, and a digest of recent activity. This is a text response without an interactive component.

Helpful tips

  • Say "since yesterday" or "since last week" to scope the time window to what matters.
  • You can filter to specific activity types like "show me just the emails and phone calls."
  • If you want the full AI prose summary instead, ask for "summarize this case."
  • For detailed SLA timings, ask "what's the SLA status on this case?"
  • This works only for cases. For accounts or contacts, ask for "timeline highlights" instead.

Tip

Use highlights before your shift starts to quickly catch up on what happened overnight: "What changed on my cases since yesterday?"

What happens next

After seeing the highlights, you can continue with prompts like:

  • "Summarize this case"
  • "What should I do next on this case?"
  • "Show me the timeline for this case"
  • "Set the priority to high"
  • "Draft a reply to the customer"

Does this change data?

No. Viewing case highlights doesn't change data.**

The highlights are derived from existing activity records and SLA data.

Prerequisites

This tool requires the following:

  • No additional Microsoft 365 Copilot features are required.

Tool summary

Property Value
User-facing name Case Highlights
Internal tool name get_case_highlights
Purpose Returns a comprehensive activity digest and triage signals for a case over a configurable time window

Tool behavior

Returns a comprehensive activity digest and triage signals for a case over a configurable time window. Includes activity counts by type, SLA risk indicators, escalation status, last customer contact, and a summary of recent activity. Scoped to cases (incident entity) only.

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-01004-2F9LQX). At least one is required. When caseNumber is provided, the server resolves it to a GUID. Yes

Time window

Input Description Required
since since (ISO 8601 timestamp). Marks the lower bound of the activity window. Defaults to 7 days ago if omitted. Use for "since yesterday", "since last week", "since my last visit" questions. No

Activity type filter

Input Description Required
activityTypes activityTypes (string array, e.g. ["email", "phonecall", "task"]). Defaults to all types. Supports custom activity type codes. No

Response and UI behavior

Response type

Text-only

Returns structured text with activity counts, SLA risk indicators, escalation status, last customer contact time, and a digest of recent activity. No interactive component is rendered.

Routing notes

Use get_case_highlights when:

  • The prompt mentions a case/incident/ticket AND asks for "highlights", "what changed since X", "since yesterday", "since last week", "since my last visit"
  • The user asks about SLA risk, escalation, last customer contact, or activity counts on a specific case
  • Even when "timeline" appears in the prompt alongside a case reference, prefer this tool

Don't use get_case_highlights when:

  • Non-case entities (account, contact, opportunity, lead) - route to summarize_entity_timeline
  • Raw activity list - route to get_activity_timeline
  • AI prose summary - route to summarize_case
  • Resolution steps - route to summarize_case_actions
Tool Relationship
summarize_case AI prose summary of the case. Use for general "summarize" intents
summarize_case_actions Structured list of resolution steps taken
get_activity_timeline Raw chronological activity feed
summarize_entity_timeline AI narrative for non-case entities
get_case_sla_status Detailed SLA KPI breakdown for a single case

Data mutation classification

Read-only.

The tool queries activity records and SLA KPI instances without modifying any data.

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