This case study explains how a globally recognized manufacturer of precision machinery improved customer service productivity by customizing Microsoft Dynamics 365 Copilot to handle high case volumes more efficiently. Agents previously spent significant time manually searching emails, notes, calls, and tasks to reconstruct case context, struggled with follow-ups and reassigned cases, and drafted emails from scratch, causing delays and inconsistencies. Synoptek implemented Copilot features that consolidate essential case details into a single case summary, generate timeline highlights that summarize key activities with a click, and draft context-aware customer emails based on case fields. The result is faster issue resolution, fewer missed details, quicker decision-making, and more consiste

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