Summarize base records and related records with Copilot

Enabled for	Public preview	Early access	General availability
Users by admins, makers, or analysts	-	-	May 2, 2025

Business value

Case and custom record summaries help admins quickly catch up on a case or relevant record. When you configure related records to show a summary in the same summarization control, support reps can quickly see if any related records to a case contain critical information and updates they need to review. They can also get a summary of those updates.

Feature details

You can summarize related records within a case and custom record summary.

This feature helps support representatives:

• Understand if a related record to a case or any other entity where you configure summarization has key information and updates.
• View updates inline in the case or custom record summary control.
• Receive a summary of two related records by default.
• Generate two summaries at a time, for all the records that link to that base record.
• Select the record ID and view the related record.

Administrators can turn on this feature and set up the field that defines the relationship between the base entity and related entities in the Copilot Service admin center.

With this feature, support reps and admins can customize the summarization experience. For example, you can customize the experience for a custom entity, such as Work Order. You can configure case summaries to show linked work order summaries in descending order by the modification date. Service reps can select Summarize more records to generate extra work order summaries. This option lets them quickly review business details without opening each related record.

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.

Additional resources

Include related record summary (docs)