Copilot case summaries help you 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.

Update the "Customer Service Admin Center" app and update Copilot settings (Agent experience -> Productivity -> Summaries).

Enable "Make case summaries available to agents"

Select the "Manage Data" hyperlink

Enable "Record agent interactions with AI, including agent actions and their feedback on AI suggestions.

Manage data

save and close

Update the Case table

Update the case main form

Add a new section

Add the CopilotCaseSummaryControl to the Copilot Summary section

Add control

Field properties

Save and publish the customizations

Save and publish the changes.

Make Copilot available to agents

For agents to be able to use the copilot features in the Customer Service workspace, you need to enable the copilot features in agent experience profiles. By default, agents added to the out-of-the-box agent experience profiles can use the Copilot features.

If you'd like to limit the features that agents can use, you can create a custom agent experience profile and enable the required features.

Update the "Customer Services Workspace" (Agent experience -> Workspaces -> Agent experience profiles).

Workspace

Copilot AI features

Note. Summarizing conversations is available for use in the Customer Service workspace only.

Accessing any case record allows you to view the copilot summary information associated with the case.

The case summary appears as a card on the case form. When you open a case, the case summary card is collapsed by default so that your screen isn't cluttered with information. Select the card to expand the summary.

Test case