Describe the case lifecycle

Dynamics 365 Customer Service makes it easier for you to work on and manage caseloads. It also provides you with the same user experience regardless of the platform you're using, such as a phone, tablet, or PC.

Case management

Case Lifecycle Management uses multiple features you can use to help manage and resolve the case records assigned to you.

• Case Management Agent: Automates case-related tasks and streamlines handling. It can automatically create case records, automatically follow up on cases, and even close cases automatically when specific conditions are met.

  • For example, when an agent escalates a case to a live representative, the Case Management agent goes through the conversation. Based on factors such as the content of the conversation, the customer involved, and other details, it automatically creates a case record for the customer. The case is then associated with the conversation record in Dynamics 365.

• Customer Intent Agent: Uses Natural Language Processing (NLP) and machine learning models to interpret the text from customer interactions. It identifies the intent category (for example, "Billing Issue," "Technical Support," "Order Status") and applies this classification to the case or conversation. Based on the identified intent, the system provides assisted troubleshooting steps to help identify and suggest the best possible solution.

  • For example, when a case is created the intent agent discovers that the customer is having a problem with the power on their coffee machine, it finds a matching power related intent. The intent provides steps to the representative, such as helping them identify the model number, the last service date, and other details. Once captured, it automatically offers potential solutions.

• Timeline: Displays related case activities. Time spent on case-related activities is recorded to determine how much time should be billed back to the customer.

  • For example, if an agent placed three phone calls to a customer, each lasting 15 minutes, they might bill back 45 minutes to the customer.

• Service Level Agreements: Tracks and defines what should happen when a case is opened. Service level agreements (SLAs) determine the initial response time by a support engineer, or how long it takes to resolve the case.

  • For example, when a new case is created, if the customer is a premier customer, the premier SLA will be automatically applied. This might include that the case needs to be resolved within the hour. This ensures that we're meeting the promises that we're making to our customers.

• Related: Provides quick access to search the knowledge base directly from the case record. Data from the case record is used to populate the search criteria.

  • Once a knowledge article is identified, it can be emailed to the customer directly from the case and attached to the case record. This record can be helpful to agents in the future working on similar cases.

Create and manage a case in Dynamics 365 simulation

This simulation steps you through the process of setting up a case and managing it through to closing. A customer visits the company’s self-service portal and starts a chat about a problem that they are having with the LCD Screen of their Contoso Coffee Machines.

Experience the case lifecycle

• Step 1 – Customer Initiates Chat on a Portal:

  • The chat is handled by a virtual agent (Copilot Studio created agent), which attempts to resolve their issue using generative AI and internal knowledge articles.

• Step 2: Escalation to Live Agent

  • The virtual agent detects that the issue is complex and can't be resolved via self-service.
    • The chat is escalated to a live representative in Dynamics 365 Contact Center. (All previous conversation history and customer details are passed to the live agent automatically.)

• Step 3: Automatic Case Creation

  • When the live agent accepts the chat, the Case Management Agent (Dynamics 365 Customer Service) automatically creates a new case record.
    • The case includes Customer details, Chat transcript, Channel (Portal Chat), Priority (based on escalation rules)

• Step 4: Intent Analysis

  • The Intent Agent (AI-powered) analyzes the case description and chat transcript using Natural Language Processing (NLP).
    • It assigns an Intent (for example, "LCD Issue") and tags the case accordingly

• Step 5: SLA Enforcement

  • An SLA policy is applied: Case must be resolved within 1 hour.
    • The SLA timer starts immediately upon case creation.
    • Visual indicators (countdown timers) appear on case record.

• Step 6: Automatic Follow-Up

  • The Case Management Agent schedules an automatic follow-up activity (for example, email or chat message) to check if the customer is satisfied after resolution.

• Step 7: Knowledge Article Draft Creation

  • Once the case is marked Resolved, the Knowledge Management Agent automatically creates a draft knowledge article based on the case details and resolution steps.