Empowering frontier firms with the Case Management Agent in Dynamics 365 Contact Centre

Empowering frontier firms with the Case Management Agent (Advancing autonomous and semi-autonomous case lifecycle management in Dynamics 365 Customer Service).

Real-time User Journey

This journey illustrates the Fully Autonomous workflow for an email-based customer inquiry:

1. Inquiry Receipt: A customer sends an email regarding a malfunctioning device.
2. Autonomous Creation: The Case Management Agent (CMA) detects the intent, creates a new case, and automatically populates fields (Priority, Product Category, etc.) using AI-powered prediction.
3. Intelligent Triage: The CMA realizes it needs more details. It automatically sends a follow-up email to the customer with specific clarifying questions.
4. Resolution Logic: Once the customer replies, the CMA searches the knowledge base and triggers a custom agent (configured with the firm’s specific troubleshooting logic).
5. Proposal & Follow-up: The CMA drafts and sends a resolution email. It then waits for a predefined interval (SLA-based).
6. Autonomous Closure: After sending a satisfaction confirmation and receiving no further objections within the set timeframe, the CMA closes the case and triggers the Knowledge Management Agent to document the fix.

Step-by-Step: How to Enable This Feature

To enable and configure the Case Management Agent, follow these administrative steps:

• Step 1: Admin Center Access

Sign in to the Customer Service admin center or Contact Center admin center.

• Step 2: Navigate to Autonomous Agents

Go to Operations > Insights > Autonomous service agents (preview).

• Step 3: Configure Case Creation Rules

Under the CMA settings, define the field mappings and business context (e.g., which channels like email or chat should trigger the agent).

• Step 4: Set Resolution Parameters

Select the Knowledge Bases the agent should access and link any Custom Agents or Power Automate flows required for specialized resolution logic.

• Step 5: Define Communication Templates

Choose the email templates for “Clarifying Questions” and “Proposed Resolution.” Set the Timing Intervals for follow-ups and the conditions for automatic closure.

• Step 6: Toggle Autonomy Level

Decide if the agent should run in Semi-autonomous mode (drafting for human review) or Fully autonomous mode (direct interaction with customers).

Infographic: CMA Lifecycle Automation

Phase	Capability	Benefit
Creation	Auto-detection of intent across voice, chat, and email.	Eliminates manual data entry and triage.
Resolution	Drafts context-aware emails; triggers custom logic.	Accelerates time-to-resolution with expert accuracy.
Escalation	Proactively identifies when a human or supervisor is needed.	Ensures complex issues never fall through the cracks.
Follow-up	SLA-based check-ins to ensure customer satisfaction.	Improves customer sentiment without agent effort.
Closure	Fully automated case resolution and record update.	Maintains clean data and closes the “Knowledge Loop.”

References

Empowering frontier firms with the Case Management Agent