Configure AI for case management in Dynamics 365 Customer Service

  • Module
  • 8 Units
Intermediate
Functional Consultant
Business User
Dynamics 365
Customer Service
Microsoft Copilot

Help service representatives focus on resolving customer issues instead of gathering context and completing routine case steps. Configure Copilot, Customer Support agent, and Case Management Agent to classify incoming email, summarize relevant records, support customer communications, and automate approved case actions while maintaining control of access, data, and AI behavior.

Learning objectives

This module explains how to:

  • Enable Copilot experiences and control representative access.
  • Configure AI email classification for case creation, routing, and downstream automation.
  • Configure Case Management Agent for governed case creation, updates, resolution, follow-up, and closure.
  • Configure case, custom record, and related record summaries.
  • Extend Copilot to custom model-driven apps and forms without duplicating summary experiences.
  • Configure Customer Support agent instructions, grounding, filters, email behavior, and prompts.
  • Govern AI access, autonomous actions, representative interaction data, and Copilot Studio extensibility.

Prerequisites

Basic knowledge of Dynamics 365 Customer Service, Dataverse security roles, and responsible AI concepts

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