Case Management Agent
Automate case creation, summaries, and next steps to speed resolution.
Case Management Agent in Dynamics 365 Customer Service brings structure to ongoing cases. It can instantly create case records from conversations, pre-populate and keep fields updated (summary, customer info, sentiment, category), summarize complex histories, highlight key signals and risks, and recommend next best actions—helping service reps move cases forward efficiently and consistently.
What this agent does
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Creates cases and auto-populates fields from conversations to eliminate manual entry.
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Summarizes complex case histories and highlights key information.
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Surfaces risks and signals (stalled progress, missing details, priority changes).
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Recommends next best actions aligned to the case context.
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Drafts responses and supports consistent case closure and follow-up.
What you can expect
Measured as reduction in after-call work and manual data entry minutes per case (baseline vs after).
Measured as improved resolution time and FCR; fewer reopened cases (before vs after).
Measured as case data completeness (% required fields auto-filled) and consistency of case summaries.
Measured as lower average handle time (AHT) and more cases handled per agent/day (before vs after).