{"id":13664,"date":"2025-11-07T02:01:01","date_gmt":"2025-11-06T17:01:01","guid":{"rendered":"https:\/\/m365jp.net\/?p=13664"},"modified":"2025-11-07T02:04:10","modified_gmt":"2025-11-06T17:04:10","slug":"mc1163794-dynamics-365-customer-service-automate-case-lifecycle-tasks-with-case-management-agent-2","status":"publish","type":"post","link":"https:\/\/m365jp.net\/index.php\/2025-11-07-mc1163794-dynamics-365-customer-service-automate-case-lifecycle-tasks-with-case-management-agent-2","title":{"rendered":"MC1163794 | Dynamics 365 Customer Service – Automate case lifecycle tasks with Case Management Agent"},"content":{"rendered":"
\n
\n
\n\n\n\n
MC1163794 | Dynamics 365 Customer Service – Automate case lifecycle tasks with Case Management Agent<\/th>\n<\/tr>\n<\/tbody>\n<\/table>\n
\n\n\n\n\n\n\n\n\n
Classification<\/th>\nstayInformed<\/td>\n<\/tr>\n
Last Updated<\/th>\n11\/06\/2025 16:49:13<\/td>\n<\/tr>\n
Start Time<\/th>\n10\/01\/2025 23:36:50<\/td>\n<\/tr>\n
End Time<\/th>\n11\/30\/2025 23:36:00<\/td>\n<\/tr>\n
Message Content<\/th>\nWe are announcing the ability to automate case lifecycle tasks with Case Management Agent, which automates case creation and updates, facilitates collaboration with experts, and streamlines the case follow-up and closure process in Dynamics 365 Customer Service. This feature will reach general availability on October 31, 2025.<\/p>\n

How does this affect me?<\/b>
The Case Management Agent provides the following capabilities: <\/p>\n

    <\/p>\n
  • Automate case creation and case details during live chats and from incoming emails<\/b>:When a customer service representative accepts a live chat, the Case Management Agent will automatically create a case and fill in the required information. When the conversation ends, the agent automatically updates the case fields. When automatic record creation (ARC) rules convert an email into a case, the system automatically extracts the required information from the email and populates case fields. The case will stay up to date as the customer sends new emails.<\/li>\n

    <\/p>\n

  • Automate case resolution<\/b>: Once the case is created and updated, the Case Management Agent will leverage identified intent<\/i> to autonomously draft and send email responses after a case is created. This ensures timely communication and resolution of customer issues with minimal human intervention.<\/li>\n

    <\/p>\n

  • Automate case follow-up and closure<\/b>: Once resolution is provided, the Case Management Agent sends follow-up emails. When a customer responds, the agent resolves the case or will alert the service representative when needed. These capabilities boost efficiency and closure to reduce case handling time.<\/li>\n<\/ul>\n

    What action do I need to take?<\/b>
    This message is for awareness, and no action is required.<\/p>\n

    If you would like more information on this feature, please visit Set up Case Management Agent for case creation and update (preview)<\/a>.<\/td>\n<\/tr>\n

Machine Translation<\/th>\n\u30b1\u30fc\u30b9\u7ba1\u7406\u30a8\u30fc\u30b8\u30a7\u30f3\u30c8\u3092\u4f7f\u7528\u3057\u3066\u30b1\u30fc\u30b9 \u30e9\u30a4\u30d5\u30b5\u30a4\u30af\u30eb \u30bf\u30b9\u30af\u3092\u81ea\u52d5\u5316\u3059\u308b\u6a5f\u80fd\u3092\u767a\u8868\u3057\u3001\u30b1\u30fc\u30b9\u306e\u4f5c\u6210\u3068\u66f4\u65b0\u3092\u81ea\u52d5\u5316\u3057\u3001\u5c02\u9580\u5bb6\u3068\u306e\u30b3\u30e9\u30dc\u30ec\u30fc\u30b7\u30e7\u30f3\u3092\u4fc3\u9032\u3057\u3001Dynamics 365 Customer Service \u306e\u30b1\u30fc\u30b9\u306e\u30d5\u30a9\u30ed\u30fc\u30a2\u30c3\u30d7\u3068\u30af\u30ed\u30fc\u30ba \u30d7\u30ed\u30bb\u30b9\u3092\u5408\u7406\u5316\u3057\u307e\u3059\u3002\u3053\u306e\u6a5f\u80fd\u306f\u30012025 \u5e74 10 \u6708 31 \u65e5\u306b\u4e00\u822c\u63d0\u4f9b\u3055\u308c\u307e\u3059\u3002<\/p>\n

\u3053\u308c\u306f\u79c1\u306b\u3069\u306e\u3088\u3046\u306a\u5f71\u97ff\u3092\u4e0e\u3048\u307e\u3059\u304b?<\/b>
\u30b1\u30fc\u30b9\u7ba1\u7406\u30a8\u30fc\u30b8\u30a7\u30f3\u30c8\u306b\u306f\u3001\u6b21\u306e\u6a5f\u80fd\u304c\u3042\u308a\u307e\u3059\u3002 <\/p>\n