Table of Contents
Summary
- New feature to create case records from customer emails directly within Outlook using Microsoft 365 Copilot for Service.
- Enables one-click case creation by viewing customer emails.
- Automatically extracts and populates email details into the case fields.
- Provides customizable and editable fields for accuracy before saving cases.
- Awareness message; no action required from users at this time.
Admin Impact: Low
User Impact: Medium
Release Start: 01 Jan 2026
Release End: 01 Jan 2026
Services: Power Platform
Category: Stay informed
Tags: New Feature
History
12/24/2025 Item Added to Message Center
Microsoft Message
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.
How does this affect me?
This feature provides the following functionality:
- One-click case creation: When you view a customer email in Outlook, you can leverage the Copilot for Service side panel to instantly create a new case.
- Automatic data capture: Information from an email, such as subject, customer details, and issue description, are automatically extracted and populated into relevant case fields.
- Customizable and editable fields: Before saving a case, you can easily modify any prefilled information to help ensure accuracy and completeness.
What do I need to do to prepare?
This message is for awareness, and no action is required.