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Account Summary

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 a quick overview of a customer account without opening the full account form.

What it does

The assistant generates a text summary of the account, including:

  • Entitlement tier
  • Open and total case counts
  • Primary contact
  • Last activity date
  • How long the account has been a customer (relationship tenure)

This is useful for getting context on a company before a customer call, during triage, or when you need a quick refresher on the relationship.

Try prompts like

  • "Brief me about Contoso"
  • "Tell me about Adventure Works"
  • "Summarize the Fabrikam account"
  • "Who is Adventure Works?"
  • "Recap the Litware account"
  • "Give me context on this customer"
  • "What's the case history for Northwind Traders?"

What you'll see in chat

The assistant displays a text summary directly in the chat conversation. There is no interactive widget or app-in-chat component for this capability.

Helpful tips

  • You can refer to the account by name. The assistant finds the account for you automatically.
  • If you already have a case open, you can say "summarize the account for this case."
  • For the full account form with all fields, say "open account Contoso" instead.
  • For contact-level (person) summaries, say "summarize contact Jordan Reyes."

Tip

The account summary is a good starting point before handling a customer call or reviewing a new case.

What happens next

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

  • "Open the Contoso account"
  • "Show contacts at this account"
  • "List cases for this account"
  • "Show my active cases for this customer"

Does this change data?

No. Summarizing an account doesn't change data.

The summary is read-only and doesn't modify any records.

Prerequisites

This tool requires the following:

  • Copilot features to be enabled. Case
  • Account summary require Copilot to be turned on in Power Platform admin center

Learn more in Manage Copilot features in Customer Service.

Tool summary

Property Value
User-facing name Account Summary
Internal tool name summarize_account
Purpose Returns an AI-generated text summary of a CRM account, covering entitlement tier, open and total case counts, primary contact, last activity, and relationship tenure

Tool behavior

Returns an AI-generated text summary of a CRM account, covering entitlement tier, open and total case counts, primary contact, last activity, and relationship tenure. This is a text-only tool with no app-in-chat widget.

Annotations

Annotation Value Meaning
readOnlyHint true 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

Account identifier

Input Description Required
accountId accountId (string, required). The Dataverse accountid GUID of the account to summarize. If the user provides a company name instead of a GUID, the assistant calls list_accounts first to resolve the name to a GUID, then calls this tool with the top match. Yes

Response and UI behavior

This tool returns a text-only response with no app-in-chat component.

This MCP tool is supported by an MCP app.

Response type

Text narrative

The response includes entitlement tier, open and total case counts, primary contact name, last activity date, and relationship tenure.

Routing notes

Use summarize_account for:

  • "brief me about", "summarize", "recap", "tell me about", "who is" + a company name
  • Quick account context before triage or customer interaction
  • Try this tool before concluding a company is not in CRM

Don't use summarize_account when the prompt explicitly says:

  • "Open" or "view" account details - route to get_account
  • "List accounts" - route to list_accounts
  • "Summarize contact" (a person, not a company) - route to summarize_contact
Tool Relationship
list_accounts Lists accounts; use to resolve a company name to a GUID before calling this tool
get_account Opens the full account form for detailed field-level view
summarize_contact Summarizes a contact (person) rather than an account (company)
list_contacts Lists contacts; useful for finding contacts under the account

Data mutation classification

Read-only.

This tool does not change data. It reads account, case, contact, and entitlement records to generate a summary.

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