Dynamics Community Forum Thread Details

How to check for feature enablement?

Hello JV-27030146-0,

To check if the Case Summary feature has been enabled in your Dynamics 365 Customer Service instance, you have a few methods depending on your access level and the specific version of Customer Service you are using.

Here's a breakdown of how to check:

Method 1: Via the Customer Service Admin Center (Recommended for Administrators)

This is the most direct way for administrators to check and manage Copilot features, including Case Summary.

Navigate to the Customer Service Admin Center:
- Open your Dynamics 365 instance.
- Switch to the Customer Service Admin Center app (you might find it in the app switcher in the top left corner).

Go to Agent Experience:
- In the left-hand navigation pane, look for the Agent experience section and expand it.
- Click on AI capabilities.

Check the Case Summary Setting:
- On the AI capabilities page, you should see a section or tab related to Copilot.
- Look for an option or setting specifically labeled Case Summary.
- Status: The status of the Case Summary feature will be indicated here. It will likely show as:
  - On/Enabled: If the feature is currently active.
  - Off/Disabled: If the feature is not active.
  - (Potentially a toggle switch): Allowing you to enable or disable the feature if needed (depending on your permissions and the auto-enablement status).

Method 2: Via the Customer Service Hub App (for Agents and Administrators)

Agents can sometimes see if the Case Summary is available within the Case form itself, which implies it's enabled.

Open the Customer Service Hub:
- Open your Dynamics 365 instance.
- Switch to the Customer Service Hub app.

Open a Case Record:
- Navigate to Service > Cases and open any active or resolved Case record.

Look for the Case Summary Control:
- On the Case form, look for a dedicated control or tab labeled "Summary" or "Case Summary". This control typically appears in the right-hand pane or as a separate tab on the form.
- If you see this control and it's populated with a summary, the Case Summary feature is likely enabled.
- If you don't see this control, the feature might be disabled or not yet provisioned for your environment.

Method 3: Checking Solution Information (for Administrators/Customizers)

While less direct, you can check for the presence of specific solutions related to Copilot features.

Navigate to Advanced Settings:
- In the Customer Service Hub or Admin Center, go to Settings (gear icon) > Advanced Settings.

Go to Solutions:
- Navigate to Settings > Customizations > Solutions.

Look for Copilot-related Solutions:
- Search for solutions that have "Copilot" or "AICopilot" in their name. The presence of active solutions related to Copilot for Customer Service might indicate that Case Summary (as part of that suite) is enabled.
- However, the mere presence of the solution doesn't guarantee the feature is actively being used or displayed.

Important Considerations:

Opt-Out History: As the note mentions, if your organization previously explicitly opted out of auto-enablement of Copilot features, Case Summary would not have been automatically turned on unless someone has manually enabled it since.
Permissions: You need to have the appropriate administrator or customizer roles to access the Customer Service Admin Center and Solutions areas.
Feature Rollout: While the general availability of Case Summary has been announced, there might be regional or instance-specific rollout schedules. If you don't see the feature, it might not be fully deployed to your specific instance yet.
Manual Enablement: Even if auto-enablement didn't occur, an administrator can manually enable the Case Summary feature in the Customer Service Admin Center.

In summary, the most reliable way to check if Case Summary is enabled is by:

Going to the Customer Service Admin Center > Agent experience > AI capabilities and looking for the Case Summary setting.
Checking for the "Summary" or "Case Summary" control on an open Case record in the Customer Service Hub.

If you don't see the setting in the Admin Center or the control on the Case form, the feature is likely not enabled in your instance, and you might need to enable it manually if it's available for your region and version. If you are unsure, consult your Dynamics 365 administrator.

If my answer was helpful, please click Like, and if it solved your problem, please mark it as verified to help other community members find more. If you have further questions, please feel free to contact me.

My response was crafted with AI assistance and tailored to provide detailed and actionable guidance for your Microsoft Dynamics 365 query.

Regards,

Daivat Vartak

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