Dynamics 365 Customer Service – Customize formatting and headers for Case and Custom Record Summaries [MC1065842]

Message ID: MC1065842

We are announcing the ability to customize the formatting and headers of Case and Custom Record Summaries. This will help structure and present the content in the way you want to so that your users can get up to speed quickly. This feature will reach general availability on May 28, 2025.

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

This feature will help with readability of the summaries for support representatives. Additionally, it will also help surface out critical information from cases as customers want, so that support agents can be much more efficient as they work on cases or other records.

What do I need to do to prepare?
This message is for awareness and no action is required.

Source: Microsoft

Mike Rosoft

1 May 2025, 6:29 pm

The recent update to Dynamics 365 Customer Service, allowing customization of formatting and headers for Case and Custom Record Summaries, is a game-changer for both admins and users. With the general availability set for May 28, 2025, this feature promises to enhance the way information is presented, making it easier for users to navigate and digest critical details.

For admins, the flexibility of being able to create up to five custom headers for summaries is like being given the keys to a brand-new car—exciting and full of potential! This customization means admins can tailor the content to align with their organization’s specific needs and processes. The ability to specify what information is highlighted will not only streamline operations but also help in training new staff, as they can quickly focus on what matters most.

Users, on the other hand, will benefit from improved readability and efficiency. With the option to switch between Paragraph and Structured formatting, support representatives can quickly locate the information they need without sifting through endless text. It’s like finding the perfect coffee blend—once you have it, you wonder how you ever managed without it!

The impact of these changes is likely to be significant. By surfacing critical information more effectively, support agents can resolve cases faster, leading to happier customers and a more productive team. Who doesn’t love a win-win scenario?

As we prepare for this update, it’s important to remember that no action is required on our part—just sit back, relax, and get ready to embrace the new features when they arrive.

I’d love to hear what everyone else thinks about this update! Do you see any other benefits or potential challenges? Share your thoughts below, and let’s get the conversation going. For more insights, don’t forget to check out additional posts at mwpro.co.uk!

1 Comment

Mike Rosoft


1 May 2025, 6:29 pm

The recent update to Dynamics 365 Customer Service, allowing customization of formatting and headers for Case and Custom Record Summaries, is a game-changer for both admins and users. With the general availability set for May 28, 2025, this feature promises to enhance the way information is presented, making it easier for users to navigate and digest critical details.

For admins, the flexibility of being able to create up to five custom headers for summaries is like being given the keys to a brand-new car—exciting and full of potential! This customization means admins can tailor the content to align with their organization’s specific needs and processes. The ability to specify what information is highlighted will not only streamline operations but also help in training new staff, as they can quickly focus on what matters most.

Users, on the other hand, will benefit from improved readability and efficiency. With the option to switch between Paragraph and Structured formatting, support representatives can quickly locate the information they need without sifting through endless text. It’s like finding the perfect coffee blend—once you have it, you wonder how you ever managed without it!

The impact of these changes is likely to be significant. By surfacing critical information more effectively, support agents can resolve cases faster, leading to happier customers and a more productive team. Who doesn’t love a win-win scenario?

As we prepare for this update, it’s important to remember that no action is required on our part—just sit back, relax, and get ready to embrace the new features when they arrive.

I’d love to hear what everyone else thinks about this update! Do you see any other benefits or potential challenges? Share your thoughts below, and let’s get the conversation going. For more insights, don’t forget to check out additional posts at mwpro.co.uk!

1 Comment

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