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Structure Text for Case Note

Note

This tool is available by default on the following MCP servers: Dynamics 365 Customer Service. The tools and examples in this documentation illustrate current capabilities. Tool names, descriptions, parameters, response formats, and available functionality can change over time.
When you build agents, integrations, or orchestration logic, don't hard-code dependencies on specific tool names, parameter structures, tool metadata, or response schemas. Instead, design your solution to discover and use available tools at runtime.
As the platform evolves, Microsoft might add, remove, rename, or modify tools and tool metadata. Designing against capabilities rather than specific tool identifiers helps maintain compatibility across service updates.

Use this capability to organize raw notes, investigation logs, or findings into a clean, structured case note before saving it to the case timeline.

What it does

The assistant takes your raw text, such as investigation notes, findings, or resolution steps, and returns it for the model to structure into organized sections like Problem, Investigation, Resolution, and Next Steps. The formatted note is shown for your review before saving.

This is useful when you jot down quick notes during troubleshooting and want to create an organized record before closing a case or adding notes to the timeline.

Try prompts like

  • "Structure these notes for the case"
  • "Format my investigation notes: customer reported login failure, checked SSO config, found expired certificate, renewed cert, issue resolved"
  • "Organize this into a proper case note"
  • "Clean up these findings for the case timeline"
  • "Format my notes before I close this case"
  • "Structure this resolution summary"

What you'll see in chat

The assistant returns the formatted note as text in the chat. You can review the structured output and approve it before saving. The assistant also asks which case to save it to if a case reference isn't provided.

Helpful tips

  • Include as much detail as possible in your raw notes. The more context, the better the structured output.
  • You can ask the assistant to save the formatted note to a case by saying "save this to case CAS-01010-A0A0A0" after reviewing.
  • This is a great step to run before closing a case. Use the formatted output as your resolution note.
  • If you want to use an organization-defined template instead, ask to "rewrite with a template" for a more formal structured note.

Tip

Combine this with case close: format your notes first, review them, then say "close this case with that note."

What happens next

After the formatted note appears, you can continue with prompts like:

  • "Save this note to the case"
  • "Close this case with that resolution note"
  • "Edit the note and add more details"
  • "Rewrite this with a structured template instead"

Does this change data?

No. This doesn't change data.

Formatting the note is read-only. The formatted text is returned for your review. To save it, you need to use a follow-up action like adding a note or closing the case.

Prerequisites

This tool requires the following:

  • Copilot features are enabled.

Learn more in Manage Copilot features in Customer Service.

Tool summary

Property Value
User-facing name Structure Text for Case Note
Internal tool name format_case_note
Purpose Accepts raw agent notes, investigation logs, or findings and returns them as structured text with organized sections

Tool behavior

Accepts raw agent notes, investigation logs, or findings and returns them as structured text with organized sections. Currently passes the text through for the model to structure; a future release will add Copilot intelligence API-powered reformatting.

Annotations

Annotation Value Meaning
readOnlyHint Not set Default behavior (processes text without modifying records).
destructiveHint Not set Not applicable.
idempotentHint Not set Not applicable.
openWorldHint false Does not use external data sources.

Input concepts

Source text

Input Description Required
text text (required). Raw text to structure - agent notes, investigation logs, findings, or resolution details. Yes

Case context

Input Description Required
incidentId, caseNumber incidentId (optional) or caseNumber (optional). Used to tailor formatting to the case and for narration context. Neither is required - the tool can format text without a case reference. Varies

Response and UI behavior

Response type

Text-only

No interactive component is rendered. The formatted note is returned as text in the chat for the agent to review and approve before saving.

Routing notes

Use format_case_note when:

  • The user has raw notes and asks to "structure", "format", or "organize" them
  • The user wants resolution notes prepared for close_case
  • The user wants to clean up notes before adding them to the timeline

Don't use format_case_note when:

  • The user wants to save a note to the case - route to create_note after formatting
  • The user wants to rewrite a note with a structured template - route to rewrite_structured_content
  • The user wants a case summary - route to summarize_case
Tool Relationship
create_note Saves a note to the case timeline. Use after format_case_note to persist the formatted text
rewrite_structured_content Rewrites notes using org-defined structured templates. More formal than format_case_note
close_case Resolves a case. format_case_note can prepare the resolution note
summarize_case_actions Lists resolution steps taken. Can provide input text for format_case_note

Data mutation classification

Read-only.

No data is modified. The formatted text is returned for review. The agent must use create_note or another tool to persist the result.

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