D365 Customer Service: Tailor-Made Record Summaries for Enhanced User Experience

Key insights

• Custom Record Summaries in Microsoft Dynamics 365 Customer Service use AI to generate concise summaries for any record type, enhancing productivity and response times.


• This feature allows administrators to configure which record types to summarize and specify the data fields included, ensuring summaries are tailored to organizational needs.


• Advantages include enhanced productivity by reducing data review time, improved response times with quick access to key information, and customization of data fields for business-specific processes.


• The process of setting up Custom Record Summaries involves accessing the configuration panel, adding a new summary, specifying record types, defining data fields, and saving the setup for use by service representatives.


• A standout feature is the applicability of these summaries to custom entities, allowing insights into unique tables or workflows specific to an organization’s processes.


• The introduction of this feature marks a significant advancement in using AI within Dynamics 365 Customer Service, empowering representatives with precise and efficient customer service operations.

Introduction to Custom Record Summaries in Dynamics 365

Microsoft Dynamics 365 Customer Service has recently unveiled an innovative feature known as Custom Record Summaries. This enhancement utilizes AI to generate succinct summaries for any record type, including both standard and custom entities. By enabling service representatives to quickly understand essential information, this feature significantly boosts productivity and response times. In a recent YouTube video by Dian Taylor - [MVP] (Dynamics 365 Talk), the intricacies of this new feature are explored, offering valuable insights into its configuration and benefits.

Understanding Custom Record Summaries

Custom Record Summaries in Dynamics 365 Customer Service are designed to distill key information from various records. Administrators have the flexibility to configure which record types to summarize and specify the data fields to include. This adaptability ensures that summaries are tailored to the unique needs of the organization. Whether dealing with standard entities like accounts and contacts or custom entities such as work orders and part orders, the summaries can be customized to meet specific requirements.

• Enhanced Productivity: Service representatives can spend less time sifting through extensive data, allowing them to focus on delivering exceptional customer service.
• Improved Response Times: Quick access to summarized information enables faster and more accurate responses to customer inquiries.
• Customization: Organizations can define which data fields are most pertinent, ensuring that summaries align with specific business processes and requirements.

Configuring Custom Record Summaries

Setting up Custom Record Summaries is a straightforward process. First, administrators need to access the Summaries Configuration by navigating to the Customer Service admin center, selecting Productivity, and then choosing Summaries. Next, they can add a new summary in the Custom record summaries section by clicking on Add new summary. The following steps outline the configuration process:

• Specify Record Type: Provide a name for the summary, select the record type (e.g., account, work order), and offer a description to help the AI understand the context.
• Define Data Fields: Choose the data fields to include in the summary. Fields can be selected from the primary record or related entities, ensuring the summary encompasses all relevant information.
• Save and Implement: After configuring the desired fields, save the summary. Service representatives can then access these summaries on demand, directly from the relevant record forms.

For detailed guidance on configuring custom summaries, Microsoft’s official documentation provides comprehensive instructions.

Expanding Beyond Standard Entities

One of the standout features of Custom Record Summaries is their applicability to custom entities. Organizations often have unique tables for specific processes or custom workflows. With AI-generated summaries, insights into these records can be configured, ensuring that all critical information is readily accessible. This capability allows businesses to leverage the full potential of their custom data structures, enhancing decision-making and operational efficiency.

Conclusion

The introduction of Custom Record Summaries in Dynamics 365 Customer Service marks a significant advancement in utilizing AI to enhance customer service operations. By providing tailored, concise overviews of both standard and custom records, this feature empowers service representatives to operate more efficiently and respond to customer needs with greater precision. For those interested in a visual walkthrough and deeper understanding of configuring Copilot Case Summaries, Dian Taylor’s video offers a comprehensive guide.

Keywords

Custom Record Summaries, D365 Customer Service, Dynamics 365 Customization, CRM Record Management, Microsoft Dynamics Tips, Customer Service Optimization, D365 Features Guide, Enhance Customer Experience