Use Copilot case summary in model-driven apps

Copilot case summaries help users quickly understand the context of a case and resolve customer issues more efficiently. The case summary includes key information such as the case title, customer, subject, product, priority, case type, and description.

View case summary card

Copilot case summary is enabled by default for all model-driven apps that use the incident table. When you open a case record, the case summary card appears. When you open the case or custom record in a new session the summary card is expanded by default until you collapse it for the first time. The card then remains in collapsed state

Based on the case form configured, users see the summary either on the top of the case form or within the form.

Note

Users won't see case summary cards on case forms

• By default, if their organization has opted out of the automatic enablement of Copilot feature.
• If case summary is disabled in the experience profile.

• Users can see the case form displayed on the top of all case forms except Case for Interactive experience, Enhanced full case form, Case, and Case for Multisession experience forms. Users can copy the summary, refresh it, regenerate the summary, and provide feedback.

  

• Users can see the case form displayed within the case form for Case for Interactive experience, Enhanced full case form, Case, and Case for Multisession experience forms. Users can copy the summary, translate the summary into multiple languages, refresh it, regenerate the summary, and provide feedback.

  

• If custom record summary is enabled, users see the custom record displayed on top of the form by default.