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| Enabled for | Public preview | General availability |
|---|---|---|
| Users by admins, makers, or analysts | 
Mar 28, 2025 |
- |
Business value
Service representatives can use the Copilot-generated resolution notes to resolve cases faster, improve consistency in notes, and reduce manual effort, leading to higher efficiency.
Feature details
In Dynamics 365 Contact Center, administrators can enable Copilot to predict and generate resolution notes from case data in non-Microsoft CRM solutions like Salesforce and ServiceNow. Service representatives can choose to accept or reject these suggestions.
The notes follow the standard format of "Cause," "Symptom," and "Resolution." Copilot automatically generates them based on case history, emails, notes, and other important fields. These resolution notes address scenarios where a simple note needs to be added before a service representative closes a case.
Geographic areas
Visit the Explore Feature Geography report for Microsoft Azure areas where this feature is planned or available.
Language availability
Visit the Explore Feature Language report for information on this feature's availability.
Additional resources
Generate resolution notes (docs)