Transform Customer Support with Auto-Enabled Case Summaries

At Simply Dynamics, we continue to highlight innovations that simplify support workflows and elevate customer service performance. In line with this, we’re sharing insights from Microsoft’s Hardik Sanghavi, who outlines recent AI-driven enhancements in Dynamics 365 Customer Service.

Microsoft has introduced automatic enablement of the case summary feature for users of model-driven apps leveraging the incident entity. This update means case summaries will now be turned on by default – helping service agents access vital case context more quickly and reducing the need for manual configuration.

With this change, both case and custom record summaries are now displayed prominently at the top of the form – ensuring effortless visibility, improved usability, and enhanced productivity for support teams.

Microsoft are continuing their commitment to simplifying support workflows and driving agent productivity with AI-first capabilities in Dynamics 365 Customer Service. Summarisation features like case summary are now automatically enabled for all users of model-driven apps that use the incident entity. If you currently do not have case summary enabled, this will get switched on automatically after this change.

Transform Customer Support with Auto-Enabled Case Summaries – Updated experience, effortless visibility

As part of this release, case summaries and custom record summaries will now be rendered at the top of the form, making it easier for agents to access critical context right when they need it. This new placement removes the need for configuring a custom control and ensures that summaries are immediately visible on most forms.

This change will show for all forms except for four out-of-box forms:

Case for interactive experience
Enhanced full case form
Case
Case for multisession experience

These will continue to follow existing behaviour unless otherwise configured.

What’s staying the same

Most of the current capabilities of summarisation features remain unchanged in this update:

Generate summary with the existing Generate button which is indicated by a chevron
Copy it to the clipboard
Provide feedback via thumbs up/down
Add verbatim feedback after thumbs-down responses
Regenerate summaries as needed
Usage data stored in Dataverse for analytics and reporting

The only temporary omission is the Translate button; we will reintroduce this in a future update.

What’s new in this release

This update introduces the following improvements:

Summaries now appear at the top of the form for quicker access.
Case summaries are on by default for all users working on incident entity forms (except the four listed).
Custom record summaries adopt the new experience, appearing at the top once configured, but not turned on by default.

Admin guidance about auto-enablement of case summary

Depending on current summarization configuration, here’s what to expect:

Category	Scenario	What you will see
Case Summary – Four excluded case forms	Case Summary enabled on one of the four excluded forms	No change in behavior
Case Summary – Four excluded case forms	Case Summary not enabled on one of the four excluded forms	Case Summary auto-enabled with old user experience
Case Summary – All other case forms	Case Summary enabled on a non-excluded form	May temporarily see both old and new user experiences – we recommend disabling the custom control in Power Apps Maker Portal
Case Summary – All other case forms	Case Summary not enabled on a non-excluded form	Case Summary will be auto-enabled with the new user experience
Custom Record Summary – All forms	Custom Record Summary in use	Auto-upgraded to the new UI at the top of the form

Customers who have previously opted out of Copilot feature auto-enablement will not see case summary automatically switched on unless they manually enabled it earlier.

Advanced: Exclude specific forms using Copilot Service admin center (CSac) script

Admins can use this script in the CSac console to manually exclude specific forms from the new experience:

Why this matters

Transform Customer Support with Auto-Enabled Case Summaries – These enhancements are part of our broader effort to make Copilot more accessible and useful in day-to-day agent workflows – helping organizations reduce time to resolution, deliver high-quality support, and unlock the full value of AI-assisted service. This will also change the summarisation experience that support reps will see. Hence, taking note of this change and taking the required steps will help reduce the change that support reps will see if they do not need to see any changes.

To learn more read the Documentation Understand Auto-enabled Copilot summaries