This category organizes case files, documents, tasks, and communications across legal or public service workflows. It helps teams track progress, coordinate work, and manage requests or matters more consistently.
Use cases
5
Examples
5
Industries
3
Timeline
5 mo
Data updated 1 day ago
Adoption over time
Documented cases per month
By case publish month · completed months only
2 cases documented across 37 months (Jul 23 – Jul 26), peaking at 1 in June 2024.
AI Use Cases Hub
3 earlier cases before Jul 23 not shown
Each column counts every documented case of this type by its publish month, across the full corpus. The in-progress current month is excluded from columns and surfaced separately, and cases published before the charted window are summarized as earlier cases instead of plotted.
2.9Innovativeness2.9/5Differentiated2.9/5 - Differentiated. This is a disciplined Microsoft Copilot governance and agent rollout with custom operating controls, but the architecture remains a comparatively common enterprise Copilot deployment pattern. It is below more advanced multi-agent and code-heavy Microsoft cases like recent Copilot Studio / Power Platform governance examples, though stronger than a plain productivity rollout because of the explicit AgentOps, governance, and lifecycle controls.
Centered Networks’ CompleteCare Intelligence offering helps a nonprofit human services organization deploy governed Microsoft Copilot and AI agents.The program includes an AI readiness assessment, Copilot governance and guardrails, a pilot rollout, production deployment, and a first Copilot Studio agent for grant inquiries, intake routing, and donor research.It also includes AgentOps lifecycle management, FinOps tracking, and AI security/audit logging to support board-ready ROI reporting.
2.2Innovativeness2.2/5Incremental2.2/5 - Incremental. This is a fairly standard cloud CRM and workflow modernization case with limited technical novelty beyond Dynamics 365 and Azure implementation.
A very large state social services agency provides oversight and guidance to more than 120 local offices across the state.Its case management system was inadequate for citizen inquiries, requests, and internal visibility, which led to manual processes, duplication of effort, and poor efficiency.HSO implemented Microsoft Dynamics 365 Sales and Microsoft Azure to improve case management, communication, and service handling across departments.
2Innovativeness2/5Incremental2/5 - Incremental. The case focuses on implementing Dynamics 365 and Power Platform plus Teams for secure remote case management, with automation and collaboration but no clear evidence of novel AI workflows.
DWF, the UK's largest listed legal business, underwent a digital transformation by implementing Microsoft Dynamics 365 and Power Platform, supported by Peppermint Technology. The initiative aimed to automate case workloads to let legal staff focus on complex and value-adding tasks, especially in the insurance sector. By integrating Power Platform and Microsoft 365, the organization achieved secure, seamless access to data and enabled cross-device collaboration, supporting remote work practices uncommon in legal services. Teams was rolled out to enhance communication, reducing reliance on email and enabling video-based client engagement. The platform improved client data management and gave staff a comprehensive client view, supporting better decision-making, operational efficiency, and elevated service levels. Approximately 3,000 employees are set to benefit, marking a significant step-change in digital case management for the sector.
2Innovativeness2/5Incremental2/5 - Incremental. The case describes centralized e-government document/case management and GIS/service portals deployed on Azure, but does not evidence AI-specific novelty beyond standard digitization and integration.
Several Norwegian public sector agencies revolutionized document and case management by moving to Microsoft Azure-based cloud solutions, improving access, efficiency, and transparency for citizens and civil servants. Software Innovation’s Public 360° platform, Gecko’s geoPort GIS system, and the national Altinn platform now deliver centralized e-government, mapping, and service access across organizations. The result is enhanced public engagement, reduced paperwork, greater data sharing, and demonstrable improvements in administrative productivity and sustainability. The Bergen paperless project, leveraging these tools, won an international sustainability award for public sector digitalization.
2Innovativeness2/5Incremental2/5 - Incremental. The CSP modernization primarily describes reusable city portal and case-management enablement using standard Microsoft components, with no AI-specific innovation evidenced.
Microsoft's Citizen Service Platform (CSP), initially launched in Berlin in 2008, catalyzed digital modernization initiatives for German cities and regional governments. CSP built on Microsoft technologies—including SharePoint, Dynamics CRM, and Virtual Earth—enabled rapid deployment of citizen portals, case management systems, citizen alerting, unified service hotlines, and digital mapping. A partnership with the German Association of Towns and Municipalities and Fraunhofer-Institute FOKUS delivered a prototype that helped governments implement the EU Services Directive, providing a consistent digital experience for citizens and organizations. The result was reduced bureaucracy, more efficient public service delivery, improved document management, and better engagement between public entities and their citizens.
How many case management use cases are documented?
The AI Use Case Hub documents 5 real case management deployments across 3 industries, with 5 detailed company examples you can browse.
Which industries adopt case management the most?
Case management is most common in Public Sector (60%), Legal (20%) and Other (20%).
Which countries lead in case management?
United States leads documented case management deployments, followed by United Kingdom and Germany.
What technologies are used for case management?
Teams most often build case management with Dynamics, Power Platform and Power Apps.
What AI capabilities power case management?
Across the documented deployments, the most common capability patterns are Agent (20%) and Copilot (20%).
What results do companies report from case management?
Across the 5 deployments reporting outcomes, companies most often cite customer experience & trust (60%), cost efficiency (60%) and speed & agility (40%).
Other
