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| Enabled for | Public preview | Early access | General availability |
|---|---|---|---|
| Users by admins, makers, or analysts | - | - | 
May 9, 2025 |
Business value
Case summaries and custom record summaries help users get up to speed with their cases or other records. This benefit drives efficiencies for customer service representatives across their workflows. By being available in a new user interface at the top of the form, all users can easily access these features. The functionality and behavior of the summaries stay the same. Users of any model-driven app that uses the incident entity, except for Copilot Service Workspace and Copilot Service Hub, get this feature by default.
Feature details
As part of this update, the Case Summary and Custom Record Summary features in Dynamics 365 Customer Service appear at the top of the form. You don't need to configure a custom control to enable the feature. Also, the case summary feature is enabled by default for any users of any model-driven app that uses the incident entity. This change applies to all forms except four out-of-the-box forms: Case for Interactive experience, Enhanced full case form, Case, and Case for Multisession experience.
This change doesn't affect the summarization feature. For example, the following actions are still available:
- Render the summary by selecting the generate button after you open the form.
- Copy the summary after it's generated.
- Give thumbs-up or thumbs-down feedback on the generated summary. Support representatives can also give verbatim feedback if they select thumbs-down.
- Store the usage data in Dataverse so customers can access it.
- Regenerate the summary.
Auto-enable Case Summarization guidelines
- If you enable a case summary on one of the four default forms, the summary doesn't change, and it stays in the same place on the form.
- If you don't enable a case summary on one of the four default forms, the feature auto-enables the case summary, and the summary shows up in the form.
- If you enable a case summary on a form other than the four default forms, you might see both the old and new experiences. To make sure the transition goes smoothly, admins disable the custom summarization UI control before this change happens.
The feature doesn't automatically turn on case summary for organizations that opt out of auto-enablement of Copilot features.
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.