Transform customer support with case summary auto-enablement 

We’re continuing our commitment to simplifying support workflows and driving agent productivity with AI-first capabilities in Dynamics 365 Customer Service. Summarization features like case summary are now automatically enabled for all users of model-driven apps that use the incident entity. If you currently do not have case summary enabled, this will get switched on automatically after this change. 

Updated experience, effortless visibility 

As part of this release, case summaries and custom record summaries will now be rendered at the top of the form, making it easier for agents to access critical context right when they need it. This new placement removes the need for configuring a custom control and ensures that summaries are immediately visible on most forms. 

This change will show for all forms except for four out-of-box forms: 

• Case for interactive experience 

• Enhanced full case form 

• Case 

• Case for multisession experience  

These will continue to follow existing behavior unless otherwise configured. 

What’s staying the same 

Most of the current capabilities of summarization features remain unchanged in this update: 

• Generate summary with the existing Generate button which is indicated by a chevron  

• Copy it to the clipboard 

• Provide feedback via thumbs up/down 

• Add verbatim feedback after thumbs-down responses 

• Regenerate summaries as needed 

• Usage data stored in Dataverse for analytics and reporting 

The only temporary omission is the Translate button; we will reintroduce this in a future update. 

What’s new in this release 

This update introduces the following improvements: 

• Summaries now appear at the top of the form for quicker access. 

• Case summaries are on by default for all users working on incident entity forms (except the four listed).

• Custom record summaries adopt the new experience, appearing at the top once configured, but not turned on by default.

Admin guidance about auto-enablement of case summary 

Depending on current summarization configuration, here’s what to expect: 

Customers who have previously opted out of Copilot feature auto-enablement will not see case summary automatically switched on unless they manually enabled it earlier. 

Advanced: Exclude specific forms using Copilot Service admin center (CSac) script 

Admins can use this script in the CSac console to manually exclude specific forms from the new experience: 

// Summary config id 

// Comma separated form ids 

Xrm.WebApi.updateRecord("msdyn_copilotsummarizationsetting", "7fa56176-c226-45e5-b8fa-25d56e0dcc21", { 

  "msdyn_excludeformslist": "4a63c8d1-6c1e-48ec-9db4-3e6c7155334c,915f6055-2e07-4276-ae08-2b96c8d02c57,b05c1e9c-94d0-46c1-8968-df49b8f33ec7,cd0d48a0-10c6-ec11-a7b5-000d3a58b83a" 

}).then( 

  function success(result) { 

    console.log("summary config updated"); 

  }, 

  function (error) { 

    console.log(error.message); 

  } 

);

These enhancements are part of our broader effort to make Copilot more accessible and useful in day-to-day agent workflows – helping organizations reduce time to resolution, deliver high-quality support, and unlock the full value of AI-assisted service. This will also change the summarization experience that support reps will see. Hence, taking note of this change and taking the required steps will help reduce the change that support reps will see if they do not need to see any changes. Please reach out to Hardik Sanghavi (hasanghavi@microsoft.com) if you have any questions. 

Learn more

To learn more, read the documentation: Understand auto-enabled Copilot summaries | Microsoft Learn 

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