Customer Service
Case Intake & Triage Agent
Human-approved · Standard · High severity
Works with: D365 Customer Service or CE, Outlook (shared mailbox), Teams
The problem
Support requests arrive in a shared inbox. Someone reads each one, figures out who it's from, what it's about, how urgent it is, creates a case, and routes it — or doesn't, and the email quietly ages. Intake is unpaid air-traffic control.
What the agent does
- Trigger: new email in the support mailbox.
- Matches sender to account/contact; checks entitlement/contract status and open cases (avoids duplicates).
- Classifies category, product/system, and severity from the message content.
- Creates the case in D365 with a summary, sets priority, and routes to the right queue/person.
- Drafts an acknowledgment to the customer with the case number. Human approval on the acknowledgment initially; graduate to auto-send once accuracy is proven.
You need this if
- Response SLAs missed because intake is manual
- Cases created inconsistently (or not at all) from email
- Support team spends the first hour of the day sorting the inbox
Who uses it
Support team, service manager.
What goes in, what comes out
In: inbound email, account/entitlement data, open cases. Out: created and routed case, drafted acknowledgment, duplicate flags.
Why it pays
Intake effort drops to near zero and every request becomes a tracked case. Typically saves 1-2 hours/day for a small support team and fixes SLA blind spots.
Built to be trusted
- Never closes, merges, or deletes cases
- Uncertain classification routes to a human triage queue rather than guessing
- Runs entirely in your Microsoft tenant — first-party connectors, DLP-enforced, your permissions model.
Want this running in your tenant?
The full implementation spec — trigger design, connectors, licensing plan, and governance setup — is what we bring to the scoping call.