Find and manage cases

Applies to: Dynamics 365 Customer Service

Note

• 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 find support cases, review them in chat, and take action without leaving the conversation.

What it does

The assistant shows a list of cases that match your filters. You can filter by:

• Whether the case is assigned to you.
• Case status (active, resolved, cancelled, in progress, on hold, waiting, researching).
• Priority (high, normal, low).
• Case number.
• Keywords in the case title.

Results appear in an interactive case list inside chat.

Try prompts like

• Show my active cases.
• List my high-priority cases.
• Find case CAS-01010-A0A0A0.
• Show resolved cases.
• List cases assigned to me.
• Show waiting cases.
• Find cases about billing.
• What cases do I need to work on?

What you'll see in chat

The assistant displays an interactive case list as an app-in-chat component. The list shows matching cases with key details such as case number, title, status, and priority.

Helpful tips

• Say "my cases" or "assigned to me" to see only cases you own.
• Use the exact case number (for example, CAS-01010-A0A0A0) for the most precise result.
• Combine filters by saying something like "show my high-priority active cases."
• Use status words like active, resolved, cancelled, in progress, on hold, waiting, or researching.
• If you want your personal work queue specifically, say "show my inbox" or "show my work items" instead. That uses a different view.

Tip

After the case list appears, you can ask follow-up questions about any case shown. For example, "summarize the first case" or "reassign case CAS-01010-A0A0A0."

What happens next

After the list appears, you can continue with prompts like:

• Open the first case.
• Summarize this case.
• What changed on this case since yesterday?
• Reassign this case to Alex.
• Close this case.
• Draft a customer reply for this case.

Does this change data?

No, listing cases doesn't change data.

The case list is read-only. Follow-up actions from the list, such as updating a field or reassigning a 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 list in chat, you can:

• Scan and review matching cases in a sortable grid.
• Select a case to see more details.
• Open the full case form in Dynamics 365.
• Update supported fields inline when available.
• Continue working with the case in chat using follow-up prompts.

Prerequisites

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

Tool summary

Property	Value
User-facing name	Find and manage cases
Internal tool name	list_cases
Purpose	Lists support cases filtered by status, priority, owner, or structured criteria and renders them in an interactive grid-style app-in-chat experience

Tool behavior

Lists support cases filtered by status, priority, owner, or structured criteria and renders them in an interactive grid-style app-in-chat experience. The search parameter supports exact case-number lookup (CAS-01010-A0A0A0) or title contains-match.

Annotations

Annotation	Value	Meaning
readOnlyHint	Not set	Read-only in practice; this tool doesn't 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

Status

Input	Description	Required
active, resolved, cancelled, in-progress, on-hold, waiting, researching	active, resolved, cancelled, in-progress, on-hold, waiting, researching. Filters by case state or status reason.	No

Priority

Input	Description	Required
high, normal, low	high, normal, low. Case-insensitive.	No

Search

Input	Description	Required
—	free-text string. Performs exact case-number lookup (CAS-01010-A0A0A0) or title contains-match.	No

Ownership scope

Input	Description	Required
assignedToMe	assignedToMe (boolean). When true, scopes results to cases owned by the current user.	No

Result limit

Input	Description	Required
top	top (integer). Maximum number of cases to return. Defaults to 10.	No

Additional filters

Input	Description	Required
additionalFilter	additionalFilter (key-value map). Arbitrary OData filter conditions merged with AND.	No

Response and UI behavior

This tool renders an interactive app-in-chat case grid.

This MCP tool is supported by an MCP app.

Response type

Interactive grid (list view)

The grid displays case number, title, status, priority, and owner. Users can select a row to drill into case detail or take follow-up actions through chat.

Routing notes

Use list_cases for:

• my cases, cases assigned to me, my active cases.
• what cases do I need to work on.
• Category, status, or priority-based filtering.
• Exact case number lookup.
• Keyword / topic lookup by case title ("cases about X", "cases mentioning X", "find the X case").

Don't use list_cases when the prompt explicitly says:

• "inbox" or "work items"—route to list_case_inbox_workitems.
• Customer-name filtering (account/contact), or a keyword that may be in the case description body (search_cases uses relevance search where enabled)—route to search_cases.

Related tools

Tool	Relationship
get_case	Opens the full case form for a selected case
update_case	Updates fields on a case (priority, status, etc.)
summarize_case	Generates an AI-powered case summary
get_case_highlights	Returns activity digest and triage signals
reassign_case	Reassigns a case to another user, team, or queue
close_case	Resolves and closes a case
search_cases	Finds cases by customer name (account/contact), or by keyword—relevance search across title + description when enabled, else a title-only match
list_case_inbox_workitems	Returns the agent's personal inbox of active cases
summarize_case_actions	Lists resolution steps taken on a case

Data mutation classification

Read-only entry point with downstream mutation potential.

The listing itself doesn't change data. Follow-up actions from the grid (update, reassign, close) can trigger write operations through separate tools.