Views:

What’s happening?

Users receive an error message stating: "It looks like you don't have access to the data that's used for case summaries."

Additionally, the Copilot case summary feature does not display properly for non-admin users when attempting to use a custom product table instead of the out-of-the-box (OOB) product table.

Reason:

This occurs because Copilot case summaries require a relationship between the custom table and the out-of-the-box (OOB) "case" table.

Copilot uses data from tables related to the "case" table to generate summaries. Any custom table that is not related to the "case" table is not eligible for generating summaries.

Resolution:

To resolve this, you must create a relationship between your custom table and the OOB "case" table. Copilot uses data from tables that have an established relationship with the "case" table to generate summaries. Tables without this relationship are not eligible for use in Copilot case summaries.

  • Go to the Power Apps Maker Portal.
  • Navigate to the environment where your custom table exists.
  • Select Tables from the left-hand menu.
  • Click on your Custom Table (e.g., Custom Product Table).
  • Go to the Relationships tab.
  • Click “+ New relationship” and select the relationship type:
    • For many-to-one relationship: Select “Lookup”.
    • For one-to-many relationship: Select “One-to-Many”.
    • For many-to-many relationship: Select “Many-to-Many” (if applicable).
  • In the Related Table dropdown, select Case (incident).
  • Click “Done” and then “Save”.
  • Publish the table to apply the changes.
  • Test the changes.
    • Go to the Copilot case summary feature in Dynamics 365.
    • Attempt to generate a case summary using the custom table.
    • Confirm that the summary displays properly without any error.

Alternatively, if creating this relationship is not feasible or desired, you can remove the Product Data from the Case Summaries configuration.

  • Navigate to Copilot Configuration Settings.
  • Remove the Product Data reference from the Case Summaries configuration.
  • Save changes and retest the feature.

This approach resolves the issue by eliminating the dependency on the OOB product table.