Services
Dynamics 365 Apps
Details
How does this affect me?
Summarization in Dynamics 365 Customer Service is receiving the ability to have content formatted in a structured manner, in addition to the existing paragraph format of summaries.
This applies to both the Case Summary and Custom Record Summary features.
- There are now two modes of formatting for case summaries and custom record summaries: Paragraph and Structured
- The "Paragraph" formatting remains as is
- For the "Structured" formatting option, admins can now specify up to 5 custom headers that can be used to structure the summary
- The custom headers can have a short description that helps specify what information from the record should be leveraged to generate the summary
- Admins can even deselect some of the configured Headers without deleting them completely
What do I need to do to prepare?
This message is for awareness and no action is required.