From the Microsoft Dynamics 365 CRM Blogs: Copilot case summaries; Customer Service workspace; Core mappings restriction; Renaming root business unit

A selection of recent updates from the Dynamics 365 CRM/CE blogs:

• Configurable Copilot case summaries for D365 Customer Service
• Transition from Unified Service Desk to Customer Service workspace
• Disable deletion of core mappings restriction in CRM
• Renaming the root business unit and team

Configurable Copilot case summaries for D365 Customer Service

On her blog, Dian Taylor wrote that record summaries in Dynamics 365 Customer Service, Field Service, and Sales, generated by Copilot, provide key information about records, such as cases, leads, or accounts, saving you from reading all related data. 

She noted that previously you could only use this feature for case summaries, but now you can decide which data Copilot includes in the case summaries, even adding custom columns or related tables.

In her blog post, Taylor explained how to enable a case summary, how to configure the tables and columns that you want Copilot to use to generate a summary, as well as how to exclude certain information from the summary.

Transition from Unified Service Desk to Customer Service workspace

On the Microsoft Dynamics 365 blog, Nick Stinnett wrote that on April 1, 2026, Microsoft will begin phasing out the Microsoft Dynamics 365 Unified Service Desk (USD) with CRM Online.