Unable to see the case summary

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Posted on by HD-30040748-0

Hi Experts,

In MS Dynamics 365 I am unable to see the case summary tab as it is showing /You don't have access/. and Business process flow also not showing for user who has not an admin role.

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Leah Ju Microsoft Employee on at

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Unable to see the case summary

Hi Partner,

1. Case summary section

This is copilot case summaries feature, which helps you quickly understand the context of a case and resolve customer issues more efficiently.

https://learn.microsoft.com/en-us/dynamics365/customer-service/use/copilot-use-summary#summarize-cases

For agents to be able to use the copilot features, you can refer to this:

https://learn.microsoft.com/en-us/dynamics365/customer-service/administer/configure-copilot-features#make-copilot-available-to-agents

2.BPF

You should assign security roles with sufficient privileges of this BPF to current user.

Or open one role that assigned to the user, navigate to 'Business Process Flows' tab to find case BPF, then give privileges.

I hope you can mark my answer verified if it answer your question! If you have any questions, please feel free to contact me.
Regards,
Leah

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