Case Agent Skills: How These Are Used

The information below illustrates how each Case Agent skill improves case routing accuracy, optimizes service team workloads, and speeds up case reviews.

This skill enables employees to classify their cases more efficiently by suggesting case types based on the case title and description. It ensures that cases are accurately routed to the correct service team, reducing case reassignments. The agent also considers the case type names and descriptions configured in your tenant when suggesting a case type. The agent only suggests case types that the employee has access to based on the configured case eligibility rules.

Example: If a rule exists to make the case type ‘EMEA Benefits’ available to employees in Europe, the agent won't suggest this case type to employees creating a case in the United States.

Note: We recommend reviewing the case type names and descriptions in your tenant to ensure accuracy.

This skill automatically assigns a case to a case solver based on their role, absence data, current case workload, and security permissions. It ensures that your service teams have an optimized and balanced case workload. Case assignment only applies to new cases created from:

• Help Center
• Mobile
• Article
• QuickTip

This enables case solvers to generate a summary of a case using AI. It reduces the effort required to review the case history and document a summary, making it easier to:

• Manage multiple cases.
• Reassign a case.
• Manage long-running cases with multiple contributors.