Today’s customer service demands speed, context, and continuity. However, in many support centers, agents are faced with extensive incidents every day, with dozens of previous interactions, transfers between departments, or follow-up cycles that remain open for weeks. Fully understanding these cases means a loss of time, focus, and efficiency.
With Microsoft Copilot in Dynamics 365 Customer Service, this reality changes radically. It is now possible to have automatic summaries in natural language that condense all the relevant information about a complex incident in a matter of seconds.
What is a complex incident and how does it appear in Dynamics 365?
In the Microsoft Dynamics 365 Customer Service ecosystem, an incident—or case, in platform terminology—represents a single file that groups together all the information related to a query, complaint, request, or problem raised by a customer. Its purpose is to centralize and structure all the necessary interactions until a final resolution is reached.
A complex incident is one that, due to its volume of information, duration, level of escalation, or number of participants, makes it difficult for an agent to read and analyze sequentially. These are common scenarios in organizations with multichannel customer service, second-level technical support, or regulated processes.
How is an incident structured in Dynamics 365?
Each incident is displayed on the screen as a complete record with several key panels:
General summary
Includes critical information for prioritization:
- Subject and description
- Status (Open, In Progress, Escalated, Closed)
- Incident type or category
- Associated customer, account, and contact
- Linked product or service
- Priority level and active SLA
Incident timeline
This is the central focus of the analysis. All related interactions and activities are displayed sequentially here:
- Emails sent or received
- Call logs
- Live chats or chats from the omnichannel
- Internal notes, manual and automatic tasks
- Customer responses, attachments, comments
Contractual information
If the organization manages service level agreements (SLAs), compliance indicators, promised response times, linked contracts, and service metrics are displayed.
Associated documentation
It is possible to attach relevant files (screenshots, reports, invoices) or link the incident to other records in the system (orders, assets, opportunities).
When is an incident considered “complex”?
It is considered complex when:
- It contains more than 10 recorded activities with various types of interaction
- Several agents or teams are involved over time
- The case has been reopened one or more times
- There are documented escalations to management, technical support, or legal departments
- Sensitive technical files or data have been shared
- It involves contractual conditions, demanding SLAs, or strategic customers
These incidents are not exceptional: in organizations with continuous support or high specialization, they represent a significant percentage of the workload.
Representative example: incident at a software company
A business customer reports functional errors in a new version of the product. Over the course of 12 days, the file includes:
- 3 initial emails explaining the problem
- 2 responses from first-level support
- 1 30-minute call with the customer
- 1 referral to the development team
- 1 technical response with a temporary solution
- 1 internal note from the product manager
- 1 new interaction from the customer reporting a related problem
- 2 attachments with screenshots and logs
When this incident comes up for review again (for example, because the customer reopens the case after an update), the new agent will need to quickly understand the full thread of events in order to act without repeating steps or causing frustration.
With Copilot enabled, Dynamics 365 generates an automatic summary that presents:
- The original reason for contact
- The actions taken
- The areas involved
- The responses given to the customer
- The current status and recommended next steps
This summary allows you to regain control of the case in seconds and act with precision, even if you have not previously managed the customer or the file.
Structure of an incident in Dynamics 365
| Panel | Main content | Practical example |
|---|---|---|
| General summary | Subject, status (Open, In progress, Escalated, Closed), category, customer/contact, product/service, priority and active SLA | “Billing error” — Escalated — Premium customer — SLA 4 h |
| Timeline | Emails, calls, chats, notes, tasks; chronological sequence with user, date, and outcome | 12 activities in 10 days with 2 attachments |
| Contractual information | Committed SLA, target times, linked contract, service metrics | SLA response 4 h, resolution 24 h, active annual contract |
| Associated documentation | Screenshots, logs, reports, links to orders, assets or opportunities | 3 logs + 2 screenshots linked to order #4821 |
Copilot in action: how an automatic summary is generated within an incident
The efficient management of complex incidents depends not only on the information available, but also on how it is presented to the agent at the right time. With the addition of Microsoft Copilot in Dynamics 365 Customer Service, the system is able to automatically read, interpret, and summarize the entire history of an incident, allowing the agent to act with immediate context and minimizing the need for manual review.
Where does the summary appear in the interface?
When an incident is accessed, Copilot automatically generates and displays the summary in a right side panel or at the top of the form, depending on the configuration. This summary appears in natural language and is structured in short paragraphs, allowing you to:
- Understand the general context of the request
- Identify past actions and pending tasks
- Detect the customer’s tone or level of urgency
- View recommendations or next steps
This content can be read in less than 15 seconds and allows the agent to quickly decide the best way to proceed.
What does Copilot analyze to generate the summary?
Copilot does not just do a superficial scan. It uses natural language and semantic comprehension models trained to:
- Detect customer intentions (query, complaint, technical request)
- Recognize temporal patterns, such as repetitions or escalations
- Group similar or related events
- Synthesize scattered interactions into a coherent thread
Its analysis covers:
- Subject and description of the incident
- Complete timeline: emails, calls, tasks, notes
- Relevant attached documentation
- Contextual information (product, customer, SLA)
- Interventions by different agents or departments
What does a summary generated by Copilot typically include?
Although the wording varies depending on the case, summaries usually follow a structure similar to this:
The customer contacted us on July 3 indicating that the billing system was not loading customer data. We responded on the same day requesting a screenshot. On July 4, the requested file was received and escalated to the technical team, which identified a problem with synchronization with the sales module. The customer was informed on July 5 and accepted the temporary solution. The case is currently awaiting final confirmation after the patch has been applied.
This type of summary allows any agent, even if they have not been previously involved, to continue handling the case without losing context.
Can Copilot’s behavior be customized?
Yes. Organizations can:
- Define the desired level of detail (more summarized or more explanatory)
- Indicate which fields in the system should be prioritized
- Adjust the type of language (more formal or more operational)
- Integrate specific responses according to sector or regulations
In addition, if Copilot Studio is used, it is possible to enrich the summary generation logic to incorporate business-specific variables.
Practical example: reopening a ticket with 15 interactions and resuming it in seconds
Imagine you work as a support agent at a technology company that offers SaaS solutions to businesses. A corporate customer opens a technical ticket related to an intermittent error in the billing module. The ticket was handled for over a week by several colleagues, but was finally closed as resolved.
Five days later, the customer writes again, indicating that the error has reappeared. The system automatically reopens the original ticket. As the agent on duty, you receive the notification and access the case for the first time.
Typical situation without Copilot
In a traditional scenario, you would have to:
- Read each of the 15 items in the history (emails, internal notes, calls, tasks)
- Review the comments from the technical team and the actions already taken
- Locate the attachments shared by the customer (e.g., screenshots)
- Review the customer’s messages to understand their level of frustration and tone
- Ask colleagues about the previous status if something is not documented
This process could take you between 7 and 15 minutes, before you can even respond to the customer with confidence.
With Copilot enabled
When you access the incident, Copilot immediately generates a contextualized summary in natural language, which appears in the side panel. For example:
This incident was created on July 8 by customer Fernando Ruiz from Contabilidad Externa S.A. due to intermittent errors in batch invoice generation. Agent Clara Sánchez responded several times, gathering technical evidence and confirming that the error was related to a conflict between versions 12.1 and 12.2 of the system. The problem was resolved by applying a manual update on July 13. The customer confirmed the solution and the case was closed. On July 18, the customer indicates that the error has reappeared.
In addition, Copilot suggests:
- Reviewing the patch applied in the customer’s environment
- Escalating again to the technical team, as the problem is recurring
- Adding a tag of “possible version regression” for further analysis
In a matter of seconds, you can:
- Understand the full context
- Determine the next step
- Draft an informed and coherent response to the customer
Result
- Total time spent: less than 1 minute to get context + 1 minute to respond
- Quality of response: coherent, aligned with history, no repetitions or errors
- Customer perception: greater professionalism, continuity, and control of the process
- Internal impact: avoids reopening investigations or repeating validations already performed
This type of automation not only saves time, but also increases the team’s ability to handle more incidents with better quality and less internal friction.
Concrete benefits for the team and the customer
The incorporation of Copilot in the management of complex incidents not only represents a technological improvement, but also a profound functional change in the way support teams work. Automating the generation of summaries reduces friction, speeds up response times, and improves service quality.
Benefits for the support team
Operational time savings
Automatic summaries allow agents and supervisors to avoid reading dozens of previous interactions. This time reduction—which can range from 5 to 15 minutes per incident—translates into greater management capacity and less mental load.
Greater service continuity
When an incident is transferred from one agent to another, the new agent picks up the conversation without losing context, without having to ask questions or have the customer explain their situation again.
Shorter learning curve
Less experienced agents have a clear summary that helps them make more confident decisions without having to interpret the entire history.
Better internal documentation
The Copilot summary becomes a traceable and reusable element in audits, reports, or quality reviews, also facilitating collaboration between departments.
Benefits for the customer
Faster, more contextualized responses
The customer perceives that the agent understands their problem from the first message, which reinforces the feeling of professionalism, commitment, and continuity of service.
Reduction of unnecessary repetitions
The customer does not have to repeat information already provided or detail their problem again. This reduces frustration and improves the level of satisfaction (CSAT).
More consistent and contradiction-free management
With a summary that unifies the case history, messages from different agents are more consistent with each other, even if the case has been reopened or transferred several times.
More efficient escalations
When the intervention of a supervisor or specialist is required, the customer receives an informed response more quickly and with greater accuracy, which contributes to improving the perception of the support offered.
Requirements for activating Copilot and taking advantage of it in incident management
Activating Copilot in Dynamics 365 Customer Service and using its automatic summary generation features does not require a complex implementation, but certain functional, technical, and licensing requirements must be met. Below are the key elements you need to consider.
Licensing requirements
Dynamics 365 Customer Service base license
You must have the Customer Service Enterprise version, which includes support for advanced artificial intelligence capabilities and allows you to use Copilot.
Copilot license for Dynamics 365
Starting in 2024, many Copilot features are included in standard Enterprise licenses, although some specific capabilities (such as prompt customization or proprietary models) may require additional licenses or AI add-on extensions.
Recommendation: Review your current contract and confirm with your partner whether you already have access or need to activate specific modules from the Microsoft 365 Admin Center.
Technical configuration in the Dynamics 365 environment
Activating the Copilot environment
From the Power Platform Admin Center, the administrator must:
- Enable the Copilot experience environment
- Accept the terms of use for artificial intelligence
- Assign appropriate permissions to end users
Assigning security roles
Agents who will use Copilot must have a security role enabled for AI. This is configured in the user management module by assigning privileges for Copilot functions (reading history, accessing summaries, interacting with suggestions).
Language and localization
Automatic summary functions are currently available in several languages, including Spanish, English, French, and German. It is important that:
- The environment is correctly localized
- The data is structured in the language expected by the model
Important: if your agents work in different languages, you can configure multilingual environments with contextualized support.
Best practices to get the most out of it
Keep the history complete and structured
The cleaner and more complete the activity history for each incident, the better the Copilot summary will work. Some recommendations:
- Always record calls with their summary
- Avoid leaving interactions unclosed or without an assigned outcome
- Include relevant and non-redundant internal notes
Set up relevant categories and tags
Correctly tagging cases with product categories, input channel, problem type, or any custom field helps Copilot generate more accurate summaries and recognize patterns in future incidents.
Monitor and progressively improve
Copilot learns from context and usage. As your team interacts with summaries and validates or adjusts them, the quality of suggestions improves. You can:
- Collect internal feedback from agents
- Audit some generated summaries
- Customize prompts if you use Copilot Studio or AI Builder
Summary, understanding, and decision-making in seconds
Complex incidents are inevitable in any organization that offers multichannel customer service. Without the right tools, managing them represents a constant loss of time, context, and operational efficiency. With Copilot in Dynamics 365 Customer Service, that scenario changes radically.
Thanks to Copilot’s ability to automatically read, understand, and synthesize the complete history of an incident, agents can:
- Recover context in seconds, even if they have not previously handled the case.
- Reduce response time from the first contact with the incident.
- Avoid unnecessary errors or repetitions, improving the customer experience.
- Facilitate internal escalations, providing the supervisor with a clear and immediate overview.
- Make decisions with greater confidence and quality, even in critical or sensitive situations.
What used to involve reading 20 messages and manually reconstructing the case is now a rapid and efficient assisted experience, freeing up resources for higher-value tasks.
Copilot does not replace the agent: it reinforces them with context, clarity, and focus just when they need it most. And in an environment where time and customer perception are everything, that translates directly into productivity, satisfaction, and retention.