Optimize the customer experience with Case Management Agent

Last April, Microsoft launched the first version of Case Management Agent. It is now generally available. This tool handles case management in customer service through intelligent automation. Specifically, it automates the creation and updating of cases in CRM systems whenever a customer interacts—whether via chat, email, voice, or social media.

In an environment where customers expect immediacy, this solution can be a game-changer. Every interaction generates important data that companies must process, analyze, and link to their internal systems. When this process isn’t automated, information can get lost along the way. But the negative impact goes further. A poor customer experience can lead to:

1. Brand reputation issues
2. Low operational efficiency
3. Decreased retention rates

From manual management to intelligent automation: how Case Management Agent transforms operations

Many businesses still rely on manual workflows for case management. Agents create records, update data, and analyze interactions individually. This can lead to bottlenecks, human errors, and incomplete traceability, not to mention the poor user experiences we mentioned earlier.

That’s why Case Management Agent was created: to solve these challenges, incorporating key improvements based on user feedback.

What’s new since the April release?

Automatic case creation from chat

When an agent accepts a chat request, a case is automatically generated and updated at the end of the conversation. This feature also works for voice calls and social media.

Conversation summaries in the timeline

After an interaction ends, the system automatically posts a summary in the project timeline.

Intelligent email management

Any email received in the customer’s inbox creates a case via Automatic Record Creation (ARC). The case remains updated with all details from subsequent emails.

Configurable rules for predictions

You can now define rules to determine which case fields are predicted.

Support for searchable fields in predictions

Field descriptions can be added to capture business context.

A more intuitive experience

Thanks to recent changes, admin settings and the agent interface have been redesigned for clearer, easier updates.

Support for multiple queues in ARC

Cases created from emails can now be automatically assigned to different queues, improving workload distribution and efficiency.

Configuration and control of Case Management Agent

One of the most important benefits of Case Management Agent is its ability to adapt to each company’s needs. Administrators can fine-tune system behavior through global settings and advanced options, ensuring alignment with internal processes and business goals.

Key configuration options include:

• Adjust autonomy level. Decide whether Case Management Agent operates semi-autonomously with human oversight or fully autonomously.
• Field mapping and business context. Define how data, entities, and context relate for more accurate responses.
• Custom agents. Add knowledge sources, specialized agents, and extra tools for more efficient case resolution.
• Automated communication. Includes email templates and scheduling for easy follow-up and project closure.

Integration designed for the Microsoft ecosystem

Case Management Agent is built to work seamlessly within the Microsoft ecosystem, integrating natively with Dynamics 365 Customer Service. Every customer interaction is automatically reflected in the CRM, reducing errors and speeding up response times.

It also works with Copilot and other Microsoft AI services, leveraging their infrastructure for more accurate predictions, automatic summaries, and smart action recommendations. This integration transforms customer service into a more proactive and efficient process. In short, Case Management Agent is a key tool for intelligent automation. By integrating with Dynamics 365 and leveraging AI, it reduces errors, accelerates responses, and turns customer experience into a proactive, efficient process.

As we have seen, Case Management Agent marks a turning point in customer service. By integrating intelligent automation and AI into Dynamics 365, it reduces errors, speeds up responses, and delivers more proactive experiences. If your organization wants to take the next step, discover how to drive Microsoft Dynamics 365 adoption and transform case management. Shall we talk? Contact us and start improving your customer experience.