Work the case backlog in the right order

**Objective:** Triage the open case backlog, optionally narrowed to owner `{owner}`, customer `{customer}` and priority `{priority}`, and recommend the order to work them in.

**Step 1: Pull the backlog**

Call `dynamics-365-sales-get-incidents` with `status` set to the open (active) value, plus `owner`, `customer` and `priority` if given. Set `max-records` to 200.

**Step 2: Age and urgency**

For each case compute its age from `created-on` and whether `resolve-by` is past or within 24 hours. A case is urgent when it has the highest priority, or its `resolve-by` has passed, or it is older than 14 days.

**Step 3: Entitlement check**

For each distinct customer among the urgent cases, call `dynamics-365-sales-get-entitlements` with `customer` = the customer name. Note customers whose entitlement has expired (`end-date` in the past) or has 0 `remaining-terms`; their cases need a commercial conversation as well as a fix.

**Step 4: Knowledge articles**

For the 5 most urgent cases, call `dynamics-365-sales-get-knowledgearticles` with `title.contains` = one or two distinctive words from the case title (and `subject` = the case subject if it has one), `is-latest-version` = true. List up to 2 relevant articles per case by title and public number. If none look relevant, say none.

**Step 5: Report**

1. Counts by priority and by case type, and how many are past `resolve-by`.
2. The work order: case number, title, customer, priority, age in days, resolve-by, owner, and why it is ranked there.
3. Entitlement problems.
4. Suggested articles against each of the top 5 cases.

**Rules & Guidelines:**

* This prompt is read-only. Do NOT call any create or update tool: `dynamics-365-sales-create-account`, `dynamics-365-sales-create-contact`, `dynamics-365-sales-create-lead`, `dynamics-365-sales-create-opportunity`, `dynamics-365-sales-create-case`, `dynamics-365-sales-create-task`, `dynamics-365-sales-create-note`, `dynamics-365-sales-create-phone-call`, `dynamics-365-sales-update-account`, `dynamics-365-sales-update-contact`, `dynamics-365-sales-update-lead`, `dynamics-365-sales-update-opportunity`, `dynamics-365-sales-update-case`.
* Status, stage, priority, rating and type filters take the values listed in each tool's input schema. Pick from that list; never guess a label.
* Suggest articles, never claim one solves the case.

**Validation:**

* If no open cases match, say so and state the filters used.