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| Enabled for | Public preview | Early access | General availability |
|---|---|---|---|
| Users by admins, makers, or analysts | 
Aug 23, 2024 |
- | - |
Business value
Agents can use Copilot to generate case summaries in the ask-a-question side pane. With case summaries, agents can view case details without losing the context of their work. This capability helps agents quickly get up to speed on cases, and it streamlines case transfers and wrap-ups.
Feature details
Key features include:
- Case details summarized in a paragraph or in a structured format, depending on your organization's configuration.
- The ability to copy the summary, edit it, or send the summary to a customer.
Agents can type in natural language with the specified case number for Copilot to summarize the case. Copilot responds in the flow of the conversation with a summary of the requested case.
To turn on this feature, admins:
- Go to the Customer Service admin center app, select Productivity, and then go to the Plugins for Generative AI (Preview) section.
- Make sure the Customer Service (preview) plugin is on. (Status should be On.)
Geographic areas
Visit the Explore Feature Geography report for Microsoft Azure areas where this feature is planned or available.
Language availability
Visit the Explore Feature Language report for information on this feature's availability.