Summarize Resolution Steps

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 see a structured recap of the steps taken to resolve a case, drawn from the case timeline.

What it does

The assistant reads through the case timeline (emails, notes, phone calls) and generates a structured summary of the resolution steps that were taken. This is useful for reviewing what happened before closing a case, or for drafting a knowledge base article from a resolved case.

Try prompts like

• "What steps were taken on CAS-01010-A0A0A0?"
• "Recap what was done on this case"
• "Summarize the actions taken to resolve this case"
• "List the resolution steps for this ticket"
• "What did I do on this case?"
• "Help me write a KB article from this case's resolution"

What you see in chat

The assistant shows a structured text summary listing the resolution steps in order, derived from the case timeline. This is a text response without an interactive component.

Helpful tips

• This is different from "summarize case," which gives a general AI overview. This tool focuses specifically on the steps taken to resolve the issue.
• Use this before closing a case to help write a good resolution note.
• The summary is drawn from timeline activities, so the more complete your timeline notes are, the better the summary.
• This is great input for drafting knowledge base articles from resolved cases.

Tip

Ask for this right before closing a case: "summarize the actions on this case" then "close this case with resolution: [paste from the summary]."

What happens next

After seeing the resolution steps, you can continue with prompts like:

• "Close this case with resolution: [summary]"
• "Summarize this case"
• "Show the timeline for this case"
• "Draft a KB article from these steps"

Does this change data?

No. Summarizing resolution steps doesn't change data.

The summary is generated from existing timeline activities.

Prerequisites

This tool requires the following:

• Copilot case summaries are enabled.

Learn more in Enable Copilot case and conversation summaries.

Tool summary

Property	Value
User-facing name	Summarize Resolution Steps
Internal tool name	summarize_case_actions
Purpose	Generates a structured summary of the resolution steps taken on a case, derived from the case timeline activities (emails, notes, phone calls)

Tool behavior

Generates a structured summary of the resolution steps taken on a case, derived from the case timeline activities (emails, notes, phone calls). Use when the user wants to recap what was done on a case or needs structured resolution steps to draft a knowledge base article.

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.	Yes

Response and UI behavior

Response type

Text-only

Returns a structured text summary of resolution steps derived from the case timeline. No interactive component is rendered.

Routing notes

Use summarize_case_actions when:

• The user asks to recap "the steps I took", "what was done on this case"
• The user wants structured resolution steps for KB article drafting
• The user wants a step-by-step account of what happened

Don't use summarize_case_actions when:

• AI prose case summary - route to summarize_case
• Triage signals (SLA risk, escalation, activity counts) - route to get_case_highlights
• Raw activity feed - route to get_activity_timeline

Related tools

Tool	Relationship
summarize_case	AI prose summary of the case (triage-oriented)
get_case_highlights	Activity digest with SLA risk and triage signals
get_activity_timeline	Raw chronological activity feed
close_case	Resolves the case after reviewing resolution steps

Data mutation classification

Read-only.

The tool reads timeline activities and generates a structured summary without modifying any data.