Effortlessly create and update cases with Case Management Agent

Customers expect quick and smooth help when they reach out to customer support—whether it’s about a delayed order, a product question, or a service issue. Good case management means keeping track of all these requests and associated customer conversations to make sure nothing falls through the cracks. 

Managing these cases is not always easy. Fortunately, the case create and case update capabilities of the Case Management Agent (CMA) make life easier for support teams and hence, customers. 

From manual to automated 

A case is like a digital record that holds all the details about the support request. Traditionally, whenever a customer contacts customer service—by chat, email, or voice—a service rep creates a case and manually tracks the issue from start to finish. Now, case create and case update capabilities make this process smarter and more automated than ever. 

Key features and capabilities 

We released the first version of CMA in public preview in April 2025, and now it’s generally available. We’ve taken customer feedback into account and added capabilities to make creating and updating cases more holistic than ever: 

1. Automatically create a case from chat when the customer service representative accepts the chat request and automatically update it at the end of the conversation. These capabilities are now supported for voice calls and social channels as well. 

2. When the conversation ends, the conversation summary is posted as a note on the case timeline.   

3. For any incoming customer email, case will be created through automatic record creation (ARC). The case will be kept updated with details from all incoming customer emails. 

4. The ability to configure rules based on which case or related entity fields will be predicted. This means you can configure a rule that updates a certain set of fields based on the product in discussion.  

5. Lookup fields are now supported for predictions. You can add field descriptions for capturing your business context which gets leveraged by AI for prediction. For example, for case category prediction, you can describe what each case category means in your business. 

6. We have made changes to the administrator settings layout and in the service rep experience when AI updates are made to the case they’re viewing. This will ensure a more intuitive experience. 

7. You can leverage multiple queue support in automatic record creation (ARC) for creating cases from emails.  

Example scenario 

Let’s say a customer sends an email to customer support about their device not working properly. As soon as this email is received, Case Management Agent creates a case with the relevant details from the customer’s email. The AI agent answers the email to request further details to solve the issue. The customer sends an email answering AI agent’s questions.  

In a pre-CMA world, the customer service rep would have to input these details in the case manually. Not anymore! CMA updates the configured case or related entity fields automatically using this new email from the customer. Everything is kept in one place, so the next agent who helps the customer has the full story—no confusion, no delays. 

Learn more 

Watch a quick video introduction. 

To learn more, read the documentation:  

• Set up Case Management Agent to create and update cases | Microsoft Learn 
• Use Case Management Agent to create and update cases | Microsoft Learn

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