The walkthrough follows three roles working with a participant to show how a single accelerator supports different jobs:
Demo: Case Management Accelerator for Non-Profit Organizations
Advance your mission by supporting the entire case/client life cycle
HSO's Case Management Accelerator, built with Microsoft Dynamics 365, Microsoft Power Platform, and Microsoft Copilot Studio, is an integrated client and case management framework designed to support the complete client lifecycle through request, receipt, and follow-up of services.
This demo shows how agentic AI can transform a traditional CRM into an agentic CRM, where staff interact through an intelligent agent using natural language rather than navigating forms and screens. The agent is built using Microsoft Copilot Studio and connected to Microsoft Dynamics 365 and Dataverse through the Dataverse MCP server tool, which provides secure, governed access so the agent can read, create, and update records in real time. Data and AI behavior stay under your control, and the AI does not learn from your data unless you explicitly allow it to.
Maria, Intake Specialist
Checks whether a constituent's eligibility questions are complete, drafts a follow-up email for missing information, looks up and updates contact details, creates a new contact record for a family member, and sets a follow-up task, working in English and Spanish.
Jordan, Case Manager
Reviews and reschedules past-due appointments, summarizes a participant's goals, drafts suggested next steps and case plans, creates case notes and referrals to partner agencies, and runs a quality review on a case.
Aisha, Program Supervisor
Surfaces critical-priority and stale cases, generates on-demand case metrics and a compliance dashboard, and makes no-code program configuration changes such as setting an end date or deactivating a service.
Across these roles, the demo highlights these key capabilities:
Effectively track and manage cases from intake to discharge
Easily interact with your CRM in English or other configured languages, so staff can retrieve information and act on records without navigating the system
Use an optional Microsoft Copilot Studio agent, accessible from Microsoft Teams, Dynamics, or a Power Pages portal, to create, read, and update records securely through the Dataverse MCP server tool
Offload routine administrative work such as drafting emails, case notes, and care plan next steps
Use centralized data from across programs to gain visibility, promoting closer collaboration on action or treatment plans and smoother transition between programs and providers
Dynamically create assessments within a program utilizing no-code functionality
Promote quality and continuity of care with a 360-degree view of clients/cases in a convenient dashboard
Keep case notes and other sensitive data private, with enterprise-grade security and audit logging built on Microsoft's trusted cloud
Track incoming and outgoing referrals, both within the agency and with other outside organizations and programs
Monitor and manage caseloads and utilization, with on-demand metrics, quality reviews, and compliance reporting
Easily set milestones and measure and report on outcomes
Work with familiar browsers, devices, and tools like Outlook and Teams
Watch the Demo
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