MB-230 · Question #177
You are implementing Dynamics 365 Customer Service for an organization and are configuring the case summary Copilot. A user tests the Case summary feature of Copilot. The user observes that the case…
The correct answer is A. Ensure that the case has a description. A case summary isn't generated if the descriptions added in the source case fields that Copilot uses are less than 38 words in English, without counting spaces. https://learn.microsoft.com/en-us/dynamics365/customer-service/use/copilot-use-summary
Question
You are implementing Dynamics 365 Customer Service for an organization and are configuring the case summary Copilot. A user tests the Case summary feature of Copilot. The user observes that the case summary card states, “There’s not enough information to summarize.” You need to recommend an action so an administrator can configure the case summary correctly. Which action should you recommend?
Options
- AEnsure that the case has a description.
- BRefresh the case summary.
- CProvide feedback comments to the Case summary feature in Copilot.
- DExpand the activity highlights summary.
- EChange the case to resolved and expand the case summary card.
How the community answered
(43 responses)- A74% (32)
- B14% (6)
- C5% (2)
- D5% (2)
- E2% (1)
Explanation
A case summary isn't generated if the descriptions added in the source case fields that Copilot uses are less than 38 words in English, without counting spaces. https://learn.microsoft.com/en-us/dynamics365/customer-service/use/copilot-use-summary
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