Case Management Agent
Case Management Agent: the agent that intelligently automates the management of your cases
The Case Management Agent is an autonomous AI agent available in Microsoft Dynamics 365 Customer Service. It is designed to simplify, speed up and improve customer case management by automating the repetitive tasks involved in creating, updating, tracking and resolving cases, freeing support teams to focus on what matters most: the customer experience.
Case Management Agent – Dynamics Customer Service
Model
GPT 5.2
Trigger
- Question asked in natural language
- Analysis request
- When additional data is added to the CRM
Agent type
Autonomous
Technology
Dynamics 365 Customer Service
Dynamics Copilot
Case Management Agent
Using artificial intelligence and natural language processing, it analyses emails, chats and conversations to:
- Create cases automatically
- Update key information
- Send follow-ups based on SLAs
- Close cases once the conditions are met
The Case Management Agent helps support teams become more efficient while improving service quality and the customer experience.
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