Configure Case Management Agent

Case Management Agent enables organizations automate the entire case lifecycle, including creation, updates, resolution, follow-up, and closure. Case Management Agent includes configurable flows that you can combine for a seamless end-to-end process or configure them individually to address specific stages of the case lifecycle.

Case creation and update: The agent processes incoming customer requests to create comprehensive case records. It automatically extracts key details to populate relevant fields and updates case data as new information is received.

Case resolution: The agent analyzes case context and organizational knowledge bases to generate accurate resolution steps, surface relevant resources, and draft tailored customer responses.

Case follow-up and closure: The agent manages the post-resolution cadence. It generates follow-up communications to ensure customer satisfaction, creates concise case summaries for future reference, and automatically closes the case once all requirements are met.

Prerequisites

• An Azure account with an active subscription.
• The Application Developer role to create app registrations.
• The CSR Manager or Customer Service Representative role.

Enable AI agents

1. In the site map of Power Platform admin center, select Copilot.
2. Select Settings > Agents under Dynamics 365 Customer Service.
3. Search for the environment and select it, and then select Edit setting.
4. Select the Enable AI agents checkbox and save the changes.

Set up Case Management Agent

The AI agent requires a dedicated application user to send emails and resolve cases autonomously. This application user handles all email communications on behalf of your organization. Do the steps in the following sections in the order specified.

The global settings, such as connection references or Power Automate flows, appear on the Case Management Agent page with the current status under the Prerequisites section. Use the options to quickly navigate to the settings that need to be configured for Case Management Agent. You can navigate to the Case Management Agent page as follows:

1. Select Case settings in Customer support.
2. Select Manage for Case Management Agent on the Case Settings page.

Select Manage for the required flow you want to configure.

Determine the level of automation

For case resolution and follow-up, you can configure the agent to function in one of the following modes:

• Semi-autonomous (Human-in-the-loop): The AI agent acts as an assistant. It suggests resolutions and drafts follow-up emails, which a customer service representative (service representative or representative) must review and approve.

• Fully autonomous: The agent performs end-to-end actions without human intervention.

Configure individual capabilities

Next steps

Set up Case Management Agent to create and update cases
Set up Case Management Agent to resolve cases
Set up Case Management Agent for case follow-up and closure