SoftTech AI Registry
Microsoft · Dynamics 365 Customer Service

Case Management Agent

Microsoft documents Case Management Agent as an autonomous service agent in Dynamics 365 Customer Service that can create and update cases from authenticated conversations and incoming email, draft and (where configured) send customer resolution emails, send rule-based follow-up emails, set case status to resolved and close linked open activities. Field prediction, update rules, autonomy level and representative review are administrator-configured.

Recorded characteristics

Function
Microsoft documents Case Management Agent as three administrator-configured features of one agent. (1) Case creation and update: the agent is invoked when a service representative accepts an incoming conversation request and when the conversation ends, across voice, live chat and other digital messaging channels, for authenticated chats only; it maps conversation context to the fields an administrator configured, predicts their values, creates a case only when it has enough context to populate the configured fields, saves the case automatically and adds a timeline note containing the conversation summary. Cases can also be created from incoming email through automatic record creation and update rules, which are deterministic platform rules rather than agent decisions. Autonomous field updates occur only where an administrator has defined update rules; Microsoft states that if no update rules are specified, the AI agent does not autonomously update any fields. In the assisted path a representative accepts or rejects suggested field values. (2) Case resolution: the agent identifies intent from an incoming email, gathers required customer information and drafts a professional email response. In the semi-autonomous configuration the representative must review and send the email. In the fully automated configuration the agent sends the email and resolves the case without requiring human intervention, the case is routed to a separate AI mailbox that a supervisor monitors, and the agent escalates the case to a representative when it cannot resolve it automatically. (3) Follow-up and closure: the agent checks whether a case meets the configured rules, maps the status reason value, determines whether the customer responded within the configured duration, sends follow-up emails, and in the autonomous configuration initiates the case resolution process, sets the case status to resolved after populating the configured case resolution fields, and closes all open activities linked to the case. Where confirmation is required, the representative reviews and sends each follow-up email and selects Resolve case to open the Case Resolution dialog. Microsoft describes the agent as automating the case life cycle including create, update, resolve and close; the operational pages describe the agent setting case status to resolved and closing linked open activities, and do not describe a separate agent-performed case Closed state transition distinct from resolved. Microsoft also documents a msdyn_invokeCaseProcessingAgent business event that lets developers invoke the agent programmatically, for example to extract information from an email and update the case, or to resolve a specific case. The highest authority established by current Microsoft documentation is case creation, case field updates, sending customer emails and setting case status to resolved with linked activities closed. Downstream routing, SLA processing, notifications, Power Automate flows and other platform automation triggered by a case state change are not attributed to the agent. Knowledge article authoring is not part of this capability.
Data access
Microsoft documents the agent operating on conversation transcripts from authenticated chat and from voice where transcription is enabled, incoming emails linked to a case, the case record and the case fields an administrator configured for AI prediction, and organization case records or uploaded spreadsheet records used by the field-prediction simulation feature. Knowledge articles used in drafted resolution emails appear as citations under Agent Sources, and case resolution requires Customer Intent Agent to be configured. The Responsible AI FAQ states the AI agents generate intents and knowledge articles based on data that already exists in the Dataverse instance and do not collect other data beyond basic telemetry and any feedback provided. Microsoft does not document independent tenant-wide access to Dynamics records beyond these documented sources.
Actions
Can take actions
External actions
Yes
Human confirmation
Conditional
Permission basis
Mixed
Administrative control
Administrators configure the agent under Customer support, Case settings, Case Management Agent, separately managing case creation and update, case resolution, and case follow-up and closure. Controls documented include case update rules with conditions and ordered execution, selection of the fields available for AI prediction, an activation toggle per rule, an option allowing the AI agent to override human edits during autonomous updates, experience profile settings controlling which representatives and channels can use autonomous case creation and update and form fill assistance, a simulation feature for evaluating field prediction accuracy against organization records or an uploaded spreadsheet limited to 100 records or 1 MB, and an optional setting to record transcripts of representative interactions with AI including representative actions and feedback on AI suggestions. Field-level AI updates are visible through the case Audit History page, which requires audit history access. Microsoft states that supervisors can monitor AI agent activity and case progress using the Agent Feed and Agent Supervisor views, which provide visibility into agent actions, communications, escalations and cases the agent handles. The Responsible AI FAQ states content moderation policies are applied on all generative AI requests, extending to jailbreaking, prompt injection, prompt exfiltration and copyright infringement, and advises that when autonomous approval is enabled there is a heightened risk of inadvertently exposing unintended information including personally identifiable information, so organizations should carefully review and monitor system outputs. That guidance is vendor advice rather than a documented technical restriction.
Default state
Disabled
Availability
Microsoft states that Case Management Agent is available in Customer Service only, on a page that otherwise covers agents shared with Dynamics 365 Contact Center. The follow-up and closure feature is documented as prerelease documentation and as a production-ready preview feature subject to supplemental terms of use. The pages for case creation and update and for case resolution reviewed on the verification date carry no preview or general availability label, so the lifecycle status of those features is not established. The Responsible AI FAQ states the system currently supports the English language only. No explicit list of supported regions is documented; administrators must configure the Power Platform setting for moving data across regions for Copilots and generative AI features as a prerequisite for case resolution.
Licensing
Microsoft does not map Case Management Agent to a specific Dynamics 365 licence tier in the documentation reviewed. Microsoft documents that the agent uses the Data Entry Agent in the background, that a Power Platform pay-as-you-go plan with an Azure subscription is required, and that the system charges when the agent runs. The field-prediction simulation feature is documented as consuming Copilot or AI credits.
External model or provider
Not established
Limitations and uncertainty
Microsoft does not identify the underlying model or model provider for Case Management Agent in the documentation reviewed, so the model and provider are not established. Precise licence tier requirements, supported regions and a general availability confirmation for the case creation, update and resolution features are also not established. Microsoft documents the agent setting case status to resolved and closing linked open activities; whether the agent itself performs a further distinct case closure transition is not established. Runtime authority differs by configuration: the fully autonomous resolution flow runs through a Dataverse application user assigned the Customer Service Representative role together with a shared mailbox, while assisted paths occur within a representative session, so the permission basis is recorded as mixed rather than a single identity model. External action is recorded as yes on the basis of documented outbound customer emails sent from a shared mailbox in the fully automated configuration and documented request calls to custom Copilot Studio agents; no further external system writes are attributed. Effectiveness depends on the quality and completeness of CRM data, the capability may be subject to usage limits or capacity throttling, and users are advised to actively review the AI-generated intent library and knowledge articles for accuracy.

Evidence