https://catalogartifact.azureedge.net/publicartifacts/mazikgloballimited1689344557253.ai004-1cb20388-1c82-4f1f-b72e-b4cf4433b763/55096379-7d3c-4c92-b1c6-9cb920fa005a_mazik1.png

Intelligent Support Agent

di MAZIK GLOBAL LIMITED

AI agent automates ticketing, prioritization, and support for faster resolutions.

Intelligent Support for D365 F&O with AI Builder

What This Solution Does

The Intelligent Support Agent automates ticket creation, priority detection and status updates using email as the primary intake channel. It converts incoming messages into complete CRM tickets and routes them through your existing support process. The solution reduces manual effort, improves accuracy and helps teams respond to support requests more consistently.

Key Problems It Solves

  • Manual review of emails to create support tickets
  • Inconsistent or incorrect priority assignment
  • Re-keying errors when entering ticket details
  • Delayed updates to users and internal teams
  • Limited visibility into critical or ageing issues

How It Works (Simple Flow)

Email → Content Extraction → Priority Check → Ticket Creation → Notifications

  • Users send a support request by email
  • The agent extracts the message content and attachments
  • Priority is identified based on your support rules
  • A CRM ticket is created with a clear title and description
  • Users receive confirmation and can request status updates by email

Core Capabilities

  • Create CRM support tickets directly from incoming emails
  • Priority identification for P1, P2 and P3 tickets
  • Automatic confirmation and status update emails
  • Similar case lookup for high priority issues
  • Complete ticket metadata creation with no workflow disruption
  • Audit trail stored inside Dynamics 365
  • Notification routing to the correct support teams
  • Policy aligned ticket handling for structured support operations

Built on Microsoft Copilot & Power Platform

The solution is delivered as a Copilot Studio agent for support operations in Dynamics 365, using:

  • Dynamics 365 CRM or support module integration
  • Agent flows to manage the intake and ticket creation steps
  • Secure data capture and storage through Dataverse
  • Policy based logic for priority and update rules

This ensures secure, scalable and dependable support automation.

Business Outcomes

  • Faster and more accurate ticket creation
  • Consistent priority handling across all requests
  • Reduced manual effort for support teams
  • Clear ownership and improved visibility of critical issues
  • Better user experience through simple email based updates

Ideal For

  • Organisations using Dynamics 365 for support operations
  • Teams working primarily with email based support requests
  • Enterprises seeking structured automation without ERP customisation
  • Regulated environments needing clear audit and activity tracking

Technology Stack

  • Outlook
  • Copilot Studio
  • Dataverse
  • Dynamics 365 (CRM or Service Management)

What Is Included

  • Requirements discovery and process mapping
  • Copilot Studio agent configuration
  • Email listener setup and validation rules
  • Priority logic, policy checks and routing rules
  • Ticket creation flow inside Dynamics 365
  • Notification and update configuration
  • Testing, UAT support and documentation

Perquisite

  • A Dynamics 365 power platform environment with support or case management enabled
  • Exchange mailbox for email intake

In uno sguardo

https://catalogartifact.azureedge.net/publicartifacts/mazikgloballimited1689344557253.ai004-1cb20388-1c82-4f1f-b72e-b4cf4433b763/c23eb64a-f083-4cca-9b96-ca3fc0c7a145_ISA117.png
https://catalogartifact.azureedge.net/publicartifacts/mazikgloballimited1689344557253.ai004-1cb20388-1c82-4f1f-b72e-b4cf4433b763/bd96e1c6-0a1c-450f-b423-32448f91cad6_2.png
https://catalogartifact.azureedge.net/publicartifacts/mazikgloballimited1689344557253.ai004-1cb20388-1c82-4f1f-b72e-b4cf4433b763/af8237ca-75bf-42a8-b636-a47df5a7b077_3.png
https://catalogartifact.azureedge.net/publicartifacts/mazikgloballimited1689344557253.ai004-1cb20388-1c82-4f1f-b72e-b4cf4433b763/b6d8826b-485b-4650-b4bd-3abf94c15654_4.png
https://catalogartifact.azureedge.net/publicartifacts/mazikgloballimited1689344557253.ai004-1cb20388-1c82-4f1f-b72e-b4cf4433b763/2be70983-bc7d-4ba0-8b9e-57da432e4702_5.png