Dynamics 365 CE Tip of the Month: Streamline customer service with the new Case Management Agent

Managing customer service cases efficiently is always a top priority, but anyone who works in support knows the “last mile” of case resolution, following up and closing cases, can be a major time sink. Agents juggling dozens of open cases can struggle to consistently reach out to customers, and cases sometimes linger longer than they should, impacting metrics and service quality.

Fortunately, Dynamics 365 Customer Engagement (CE) now offers the Case Management Agent, a powerful AI-driven tool designed to help your team handle follow-ups and case closures autonomously, ensuring consistency, compliance, and speed in your customer service process.

The Case Management Agent automates customer outreach after a solution has been provided, following SLA policies for timing and escalation. Using built-in sentiment analysis, it can intelligently decide whether a case can be closed or needs escalation to a human agent. For example:

• A customer reply of “That did the trick!” can automatically close the case.
• A response like “I’m still running into issues” will escalate the case back to a human agent.
• Ambiguous responses default to human review, ensuring nothing slips through the cracks.

This agent helps your team reduce repetitive tasks while maintaining control and visibility over your case management process.

Prerequisite: Access to the Copilot Service Admin Center.

1. Locate Case Settings
   Within the Copilot Service Admin Center, go to Customer Support and select Case Settings.

2. Configure Global Settings
   Set up the application user for managing the agent and select default email templates. You can also enable Copilot-generated templates to let AI draft follow-up emails.

3. Define case rules
   Specify which case fields the AI should consider when making predictions, whether it can create or update records, and if internal agents can use AI assistance (all AI suggestions require user approval).

4. Set resolution permissions
   Decide if the agent can resolve cases autonomously. By default, this is disabled, but you can configure full automation or require human confirmation per line of business.

5. Configure follow-up rules
   Microsoft provides a default rule for cases within the last 30 days, but you can create additional rules for granular control over the agent’s behavior.
6. Enable Agent insights
   Turn on Case Management Agent insights to generate reports showing its impact on your customer service team. Note: reports may take up to 24 hours to populate.

Implementing the Case Management Agent can transform your customer service operations by reducing the time and effort agents spend on post-resolution tasks, ensuring compliance through consistent and reportable automated follow-ups, minimizing operational overhead, and providing actionable insights to fine-tune performance. With this tool, organizations can scale their service capabilities, resolve cases faster, and maintain high customer satisfaction, all while freeing agents to focus on solving issues rather than chasing responses. Ready to see how the Case Management Agent can streamline your service operations? Contact our D365 experts today for guidance on implementing this powerful feature and return next month for more tips and insights from our Dynamics 365 CE specialists.