You are implementing Dynamics 365 Customer Service for an organization and are configuring the case summary Copilot. A user tests the Case summary…

The Copilot case summary feature in Dynamics 365 Customer Service generates a summary based on key information within the case record. The primary data sources include the case title, the problem description, recent notes, and associated email activities. The error message "There's not enough information to summarize" indicates that the AI model lacks sufficient textual content from these sources to create a meaningful summary. Ensuring the case has a comprehensive description provides the necessary input for the Copilot feature to function as intended.

A. Expand the activity highlights summary.

The activity highlights summary is a distinct feature from the case summary. Configuring it does not resolve the lack of input data for the case summary card.

B. Change the case to resolved and expand the case summary card.

The case summary is most valuable for active cases to help agents get up to speed. Resolving a case is not a prerequisite for generating a summary.

C. Provide feedback comments to the Case summary feature in Copilot.

Providing feedback helps Microsoft improve the AI model over time but is not a configuration step that will immediately resolve the error on a specific case.

E. Refresh the case summary.

Refreshing the summary is only effective if the necessary data was recently added but not yet processed. It does not fix the root cause, which is the absence of information.

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1. Microsoft Learn. "Use Copilot to summarize cases and conversations." Dynamics 365 Customer Service Documentation. This document states

"The case summary includes key information such as the case title

customer

product

subject

problem description

and case notes." This confirms the "problem description" field is a primary input.

2. Microsoft Learn. "Enable Copilot features in Customer Service." Dynamics 365 Customer Service Documentation. In the section detailing the "Summarize a case" feature

the documentation implicitly relies on the presence of data in the case record for the summary to be generated. The absence of this data

particularly in the description field

is a common reason for failure.

3. Microsoft Learn. "Frequently asked questions about Copilot in Customer Service." Dynamics 365 Customer Service Documentation. This FAQ explains the data handling and model behavior

noting that the quality and availability of summaries are dependent on the richness of the underlying case data. It states

"The summary is generated based on the case title

description

notes

and emails."