Use Copilot to summarize cases – Dynamics 365 Customer Service

We can make use of copilot to summarize the cases. It applies to cases that are canceled and resolved also.

To enable it Navigate to the Customer Service admin center >> Agent Experience >> Productivity >> Summaries (Manage)

Check the Make case summaries available to agents option and save the setting.

Now when we open a Case record, we can see the Case Summary card added, collapsed by
default.

We can expand it to see the summary generated.

We can copy it, regenerate it, provide feedback etc.

The case summary considers key Case details like Case Title, Subject, Priority, Case Type, Description, Product, Emails, and Linked Notes as shown below.

The agents can quickly get the required details from the case summary instead of going through all the key fields, emails, and notes associated, thus allowing them to resolve the case quickly.

Hope it helps..