Customer ServiceComplete case-intake briefMedium

Understand the case before the SLA clock runs out.

Assemble case and customer context, interaction history, entitlement, and SLA risk into one intake brief.

Works inDynamics 365OutlookTeams
Preview — real Cowork captures and reviews still pending

Not a verified training release. The deck’s prompts and workflows have not yet been run in this environment. Authentic screenshots, translation review, and model approval are still required.

Business context

Does this sound familiar?

The customer needs an answer. The context is scattered.

Agents open a complex case and spend the first minutes hunting for customer history, entitlement, SLA and recent conversations. Context lives across CRM, ticketing, email and chat. Incomplete context leads to repeated questions and longer handling. First response quality varies by agent.

The workflow to aim for

One intake brief with history, entitlement, and next steps.

Cost Savings: handle time reduced on every complex case. Revenue Growth: better first responses improve CSAT and retention. Risk Mitigation: entitlement and SLA status visible before the agent commits.

CapacityRevenue opportunityRisk reduction

What could this be worth to your team?

Value of the time saved each year

USD 304,000

For the whole team, not per person — the salary cost of the hours Cowork could free up. Not cash back.

1,000People in the team
80%Active rate
90%Conservative risk discount

Training deck headline: USD 682K — The deck also counts revenue and risk effects; this estimate counts recaptured time only.

How you would measure success

Time to first response · case handling time · CSAT

Cookbook defaults

Illustrative model · review pending · not cash savings or net ROI
Cookbook-authored estimate; not the original slide’s benefit figure.

How this is calculated

Under these assumptions, 54,720 annual hours of capacity are valued at USD 304,000.00 after a 90% risk reduction. This is not a promise of cash savings.

Annual hours saved before risk adjustment
54,720
Active users in this function
800
Hourly employee cost (USD)
USD 55.56
Value retained after risk adjustment
10%
  • Complex case intake: USD 304,000.00
    2188800 × 30% × 5 ÷ 60 h × USD 55.56/h × 10%

Only labor capacity is monetized. Revenue and risk benefits remain qualitative to avoid unsupported totals and double counting.

Source-informed inputs: deck slide 110. Formula: cookbook capacity model v1, not a reconstruction of the missing pilot formulas.

Is it worth running?

Cost vs value — one run and one month

For one service agent · one run per complex case

0.9×value for every USD 1 spent on Cowork
MeasureOne runOne month (≈ 72 runs)
Time saved5 min6 h
Value of that timeUSD 4.63USD 333
Estimated Cowork costUSD 5.00USD 360
Value left after cost-USD 27

It pays for itself if each run saves at least 5.4 minutes of work.

How cost and value are estimated
  • Cowork is billed per use in Copilot Credits. Credits per run are an estimate set by your cookbook admin — actual use depends on how much context is read, how many steps and tools run, and how long the task takes. The credit price is also set by the admin (the pay-as-you-go list price is USD 0.01; prepaid packs can be cheaper).
  • Value here is the salary cost of the time saved. The yearly team estimate above is more cautious and keeps only part of it; on that basis one run is worth USD 0.46.
  • Microsoft Copilot Credit Estimator · How Cowork billing works (Microsoft Learn)

Credits per run are set by the cookbook admin.

What you will work toward

  • Case history
  • SLA and entitlement context
  • Blockers and immediate next steps

Why Cowork?

A complex case begins with context spread across the case system, mail, telemetry and past history. Cowork combines: case and customer context, reconstructed history, entitlement and SLA risk, and a recommended next step, into one intake brief that refreshes when ownership changes.

On this page

Before you start

What you are asking Cowork to achieve

Start complex cases with the customer history, entitlement, SLA, recent conversations, and likely context already assembled. Give the next handler one view of the case instead of a scavenger hunt.

Works in

Dynamics 365OutlookTeams

Connects to

Case system/CRM; entitlement/SLA; knowledge; Outlook; Teams/transcripts; telemetry

Complexity

Medium Medium. Needs the Dynamics 365 Customer Service connector.

Good to know

Replace bracketed placeholders with your intended context before submitting. Use only sources you are authorized to access. The original prompts include approval boundaries for sharing, scheduling, publishing, or writebacks; preserve those boundaries. Reading this page does not authorize any action.

Requires the relevant Microsoft plugin, approved connector, agent, API, local-browser path, or governed export. Availability depends on tenant configuration, permissions, region, and source-system controls. Cowork acts only within the signed-in user’s authorized access.

Run it in Cowork — step by step

  1. Open Cowork and start a new task

    In Microsoft 365 Copilot, select the Cowork toggle at the top of the left navigation. Can’t see it? See “Do you have Cowork?” in Getting started, or ask your IT admin.

  2. Fill in the brackets

    The prompt has placeholders in [square brackets]. Replace each one with your own details:

    [Case ID]

  3. Copy the prompt and send it

    Copy the prompt, paste it into Cowork, replace the highlighted brackets, then send. This is the original wording from the training deck.

    Prompt · English original
    I need a complete intake brief for case #[Case ID] before I start working it.
Pull the case context:
Use the case system, CRM customer profile, entitlement and SLA data, prior cases, knowledge base material, Outlook and Teams context, call transcripts, and product telemetry where available.
Summarize who the customer is, what they are entitled to, what has already happened, and what changed most recently.
Surface related cases, known product signals, and any prior commitments we already made.
Set me up to act:
Tell me the likely blocker, the immediate next step, and any risk to the SLA or customer relationship.
Call out any missing information I should get before I respond.
Deliverable:
Give me a clear intake brief I can work from immediately, and hold any outbound replies or writebacks for my review.

    Copies the exact original text.

  4. Follow Cowork through the workflow

    Cowork works through these stages from the deck. Use them to follow its progress and notice where it asks for missing information.

    1. Pull → Case and customer context

      📷 Screenshot coming soon

    2. Reconstruct → Interaction history

      📷 Screenshot coming soon

    3. Identify → Entitlement and SLA risk

      📷 Screenshot coming soon

    4. Recommend → Next step for the agent

      📷 Screenshot coming soon

    5. Deliver → Intake brief, refreshed on handover

      📷 Screenshot coming soon

  5. Review before you approve

    The prompt asks Cowork to give you the intake brief and hold any outbound replies or writebacks for your review.

    Check the result against “What you will work toward”, confirm the cited sources, and look at anything flagged as missing. Only then approve the next action.

What you get back

A complete intake brief summarizing the customer, case history, SLA and entitlement context, related issues, likely blockers, and immediate next steps for the owner to work from.

About this material

The deck provides workflow stages and prompts, not a verified click-by-click walkthrough. No additional task prompts or sample datasets are supplied here. Actual Cowork runs and screenshots are still required before this becomes a verified training guide.

Adapted from source slides: 68–69 · Nifty Fifty