Use Case Co-Pilot to understand a case and prepare a verified response

Case Co-Pilot helps you orient yourself in a support case, ask about recorded work and prepare your next response. It uses an authorized case context, so it can be useful when a long B2B conversation passes between teams. Treat its answer as an aid to reading the evidence: open the references, confirm the facts and make the final operational decision yourself.

Use the assistant for a concrete support decision  ·  Check access, context and available controls  ·  Open Case Co-Pilot from the case  ·  Ask a useful question and follow up  ·  Turn a proposed answer into a safe customer response  ·  Worked example: take over a strategic-account escalation  ·  Recover from missing controls or an unhelpful answer

Use the assistant for a concrete support decision

The header’s Your Co-Pilot control opens broader Global Search, including when a case is open. It does not automatically use that open case as its grounded conversation context. Use the case’s Summarize action for Case Co-Pilot. Case AI Insights is another surface with different case-quality signals. Use the related guides for those features. Do not assume this procedure performs unrestricted Internet research or searches every record in the account.

Check access, context and available controls

You need access to the case and to the Co-Pilot utility. The activity-toolbar Summarize command also depends on AI tools being enabled. Case Summary has a separate entitlement, so it may be unavailable even when other assistant functions are visible. Ask an administrator to check the relevant capabilities if a control is missing; do not change case permissions to make an AI button appear.

The case’s Summarize action supplies the active case identifier to Co-Pilot, and the server reauthorizes that case context. The shared header search control deliberately opens Global Search instead. Always check the open case, panel heading and composer before relying on an answer. A reference link does not grant access beyond your existing permissions.

Open Case Co-Pilot from the case

1. Open the intended case in the agent workspace. Wait for its details and activity to load. Confirm its identifier, subject, Contact and Company.
2. Choose Summarize in the selected-activity toolbar. This opens Case Co-Pilot and immediately requests a Case Summary. Although the action is in the activity toolbar, it supplies the Case context; it does not pass only the selected activity as the summary scope.
3. Confirm the panel heading is Case Co-Pilot, its description says Grounded in the authorized Case history, and its composer says Ask a question about this Case…. Read the summary and open its references before acting.
4. Ask a focused follow-up in that composer, such as which diagnostic details are missing or which tests have recorded results. Use Case Summary when you intentionally want another summary. Each explicit Summarize action requests a fresh summary; it is not just a shortcut for showing an earlier conversation.
5. If the panel says Your Co-Pilot and offers Global Search or Recent Cases, you opened the shared search assistant. Close it, return to the intended case, wait for the activity to load and use Summarize. Reopening the header control will still open Global Search.
6. If Summarize or Case Summary is unavailable, ask an administrator to check AI-tools access, the enabled Co-Pilot utility and the separate summary entitlement. Do not change case access merely to reveal an AI control. Read the case history directly while the missing capability is investigated.

Expected result: the assistant opens in the intended Case context or clearly reports why the requested summary cannot be provided. Opening the panel is not evidence that it has reviewed every attachment, every historical message or the entire customer organization. Use the answer’s cited evidence and the actual case history to establish its scope.

Ask a useful question and follow up

1. In the composer labelled Ask a question about this Case…, state the decision you need help with. Include the relevant symptom, date, product or unresolved question rather than “What should I do?”
2. Choose Send or press Enter. Use Shift+Enter for a line break when writing a structured question.
3. Read the answer. Open its inline record links and the References footer. Use More references when additional links are offered.
4. Compare important claims with the original case activity or article. Check the latest customer response and whether a proposed action has actually been completed.
5. Ask a focused follow-up, such as “Which of those tests has a recorded result?” or “What evidence supports that deadline?” Restate the key subject if the answer seems to have lost context.
6. Use Stop to stop an active request when necessary. After the request finishes, Clear starts a new conversation in the panel.

The visible conversation can survive closing and reopening the panel during the current page session; it is not a permanent case note. Clear empties the transcript and starts a new conversation, but it is not a case-record deletion command or a guarantee of immediate deletion of every server-side processing record. Save operational decisions in the normal case workflow.

Turn a proposed answer into a safe customer response

1. Ask for a draft based on confirmed case facts and the audience you intend to address. Explain whether it is a customer update, an internal handoff or a request for missing diagnostics.
2. Verify every consequential statement: cause, fix, completion, promised time, access change and commitment. Remove unsupported assertions and clearly label a proposed next step.
3. Remove internal-only comments, private information about another customer and engineering details that are unsuitable for the recipient. Similar-case evidence can inform an investigation without being copied into a customer message.
4. Open the case’s normal reply action. Check the Reply address, To/CC recipients, visibility, attachments and current customer context.
5. Review the final wording and send through that established workflow. Record ownership and follow-up tasks separately when needed.

An AI draft is not evidence that a reply was sent, a task was assigned or a case was resolved. Co-Pilot’s answer does not replace the normal validation and confirmation of those actions. The support owner remains responsible for the customer commitment.

Worked example: take over a strategic-account escalation

A customer reports repeated pump-controller resets. Three agents have discussed firmware, cabling and an equipment replacement over several days. You are taking the next shift and need to give a reliable update.

1. Open the correct case and ask: “Summarize the reset symptoms, tests with recorded results, open questions and the last customer commitment. Include references.”
2. Follow the references. Confirm which firmware version was tested and whether the replacement was proposed or actually shipped. Read any newer activity not reflected in the summary.
3. Ask: “Which unresolved question should we ask the customer next, based on the recorded tests?” Assess the suggestion against your troubleshooting process and available evidence.
4. Request a concise customer update that acknowledges the impact, lists confirmed findings and asks for the missing diagnostic. Replace any guessed date with the update time the team has actually agreed.
5. Send the reviewed reply through the case, assign the next internal action and record the handoff. If the resolution is later verified, capture it in a reviewed knowledge article.

The value is a more structured review of a complex conversation. It is not a guarantee that the assistant has identified the root cause or that every suggested step is appropriate for the customer’s equipment.

Recover from missing controls or an unhelpful answer

Continue learning

• Use global Co-Pilot search and recover from no matches
• Configure the account AI policies and available capabilities
• Understand the separate Case AI Insights workflow
• Reply, document decisions and hand off the case
• Capture a verified resolution through KCS