MC1204498 – Microsoft 365 Copilot for Service – Create case records from customer emails with one click (archived)

Product:

Copilot, Microsoft 365 Copilot, Outlook, Power Platform

Platform:

Online, World tenant

Status:

Change type:

New feature

Links:

Details:

We are announcing the ability to create case records from customer emails within Outlook in Microsoft 365 Copilot for Service. This feature will reach general availability on January 1, 2026.

Change Category:
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Scope:
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Release Phase:

Created:
2025-12-25

updated:
2025-12-25

Task Type

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Docu to Check

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MS How does it affect me

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MS Preperations

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MS Urgency

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MS workload name

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summary for non-techies**

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Direct effects for Operations**

Data Integrity Issues
If the one-click case creation feature is implemented without proper training or preparation, users may inadvertently create cases with incorrect or incomplete information, leading to data integrity issues.
   - roles: Customer Service Representatives, Data Analysts
   - references: https://www.forbes.com/sites/bernardmarr/2021/01/25/the-importance-of-data-quality-in-business/?sh=5c1b1c5e7b3e

User Adoption Challenges
Without adequate preparation and communication about the new feature, users may resist adopting the one-click case creation process, resulting in underutilization of the tool and continued reliance on manual processes.
   - roles: Customer Service Representatives, IT Support Staff
   - references: https://www.cio.com/article/243200/how-to-ensure-user-adoption-of-new-technology.html

Configutation Options**

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explanation for non-techies**

Imagine you're a lawyer or manager dealing with a high volume of client emails every day. Each email often requires you to create a new case file, which involves manually entering details like the client's name, the issue at hand, and other relevant information. This process can be time-consuming and prone to errors.

Now, think of Microsoft 365 Copilot for Service as your new digital assistant. Just like a real-life assistant who would read an email and immediately start a new case file for you, this feature does the same thing, but digitally. When you receive an email from a client in Outlook, you can use the Copilot side panel to create a new case with just one click. It's like having a button that instantly organizes all the important details from the email into a structured case file.

This feature doesn't just stop at creating the case. It automatically pulls in key information from the email, such as the subject, client details, and the issue description, and fills them into the appropriate fields in the case record. It's similar to having an assistant who listens to a conversation and takes notes, ensuring that nothing important is missed.

Moreover, just like you might review and adjust the notes your assistant has taken, you can also review and edit the information before finalizing the case. This ensures that all the details are accurate and complete, giving you confidence that the case record reflects the true nature of the client's issue.

In essence, Microsoft 365 Copilot for Service streamlines the process of case creation from emails, saving time and reducing the chance of errors, much like having a reliable assistant who helps manage your workload efficiently.