Manage cases with Copilot Service workspace

Module
10 Units

Beginner

Business User

Functional Consultant

Customer Service

Dynamics 365

Turn customer interactions into consistent, actionable case work. In this module, you use Copilot Service workspace to preserve context from intake through resolution, apply rules for predictable automation, and use Copilot and Case Management Agent to accelerate representative decisions and perform approved lifecycle tasks with human oversight.

Learning objectives

This module explains how to:

Manage cases from intake through resolution in Copilot Service workspace.
Apply automatic record creation and update rules for consistent case intake.
Coordinate related cases, find similar work, and consolidate duplicate records.
Use Copilot to find grounded answers, draft responses, and summarize service context.
Explain how Case Management Agent automates configured case creation, updates, resolution, follow-up, and closure with appropriate oversight.

Prerequisites

Basic knowledge of Dynamics 365 Customer Service and the case lifecycle

Introduction min
Navigate Copilot Service workspace min
Create and track cases min
Automate case creation min
Case management scenarios min
Use Copilot to assist in resolving customer issues min
Use Case Management Agent min
Exercise - Create and resolve a case min
Module assessment min
Summary min

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