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Create custom summaries for any record type

Important

This content is archived and is not being updated. For the latest documentation, go to Welcome to Dynamics 365 Customer Service. For the latest release plans, go to Dynamics 365, Power Platform, and Cloud for Industry release plans.

Enabled for Public preview Early access General availability
Users by admins, makers, or analysts - - Nov 14, 2024

Business value

The custom record summary feature enhances the productivity of customer service representatives by allowing them to access automatically generated summaries of key record data. This reduces time spent on manually reviewing details and empowers service representatives to provide faster and more accurate responses to customer queries.

Feature details

The custom record summary feature introduces AI-generated summaries for any custom record type within Dynamics 365 Customer Service. Administrators can specify what record type to summarize and define which data fields to include.

Summaries help service representatives gain faster insights into important records, such as custom case record types, or other out-of-the-box record types, like account, contact, and so forth.

This feature can also be used to create summaries for custom record types, such as work orders, part orders, or any other custom table that might have been created.

Overall, this feature can help reduce manual labor for service representatives across the board.

Key capabilities

  • Choose from a list of existing record types, such as account, work orders, and tickets, to generate summaries.
  • Define in natural language what this record type is so that AI can leverage this information to create better summaries.
  • Select data fields that should be included in the summary, and also describe these fields in natural language.
  • Allow service representatives to access these summaries on demand to ensure accuracy and relevancy in their communications.

Benefits

  • Helps increase service representative productivity by reducing manual review time for any out-of-the-box or custom record type.
  • Improves response times in customer interactions by providing summarized information.

Custom record summaries with Copilot help service representatives catch up quickly with any record type

Geographic areas

This feature will be released into the following Microsoft Azure geographic areas:

  • Germany
  • Norway
  • Singapore
  • South Africa
  • Switzerland
  • United Arab Emirates
  • US GCC
  • US GCC High
  • Sweden
  • United States
  • Europe
  • Asia Pacific
  • United Kingdom
  • Australia
  • Brazil
  • Canada
  • India
  • Japan
  • France
  • Korea

Additional resources

Configure custom record summaries for service representatives (docs)