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Dynamics 365 Community / Forums / Service | Customer Service, Contact Center, Fie... / Case Summary (Copilot)...
Service | Customer Service, Contact Center, Fie...
Suggested Answer

Case Summary (Copilot) download

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Posted on by DonatoD84 2
Is there any way to download the copilot summary for each case in a bulk way?
 
Categories:
Dynamics 365 Contact Center
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  • Suggested answer
    Daniyal Khaleel Profile Picture
    Daniyal Khaleel 764 Most Valuable Professional on at
    There’s no native “bulk export” feature in Dynamics 365 to download Copilot-generated case summaries directly from the UI.
    Copilot summaries are generated on demand and stored in-memory (not always persisted as data in Dataverse), unless you’ve specifically customized your environment to save them
    Option 1: Customize to Store Summaries in Dataverse
    You can capture the Copilot summary and save it to a text field (e.g., copilot_summary) when generated.
    Steps:
    Add a custom multiline text field (e.g., “Copilot Summary”) on the Case entity.
    Use a Power Automate flow or custom plugin to:
    Call the Copilot Summary API (Microsoft Graph / Dynamics Copilot endpoint),
    Store the result in the custom field.
    Once saved, you can:
    Export via Excel, Power BI, or Data Export Service.
  • Suggested answer
    Tom_Gioielli Profile Picture
    Tom_Gioielli 3,084 Super User 2026 Season 1 on at
    I might recommend an alternative approach, which is to add a new Prompt AI column to your Case table that generates a Case Summary. You can define what information is important and the format, and it will store the information in a Dataverse column that can be used like any other column.
     
     
    It's still in preview, but it's pretty neat. I think that would be a lot easier of a solution than trying to capture the value on the Case form which is being generated on the fly each time you open the form (or sending it out to the Copilot service).
     
     

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