A Deep Dive into the Case Management Agent (preview) in D365 Customer Service

Back in February, I wrote an article covering the new features that were expected to roll out as part of the 2025 Release Wave 1 for Dynamics 365 Customer Service and Contact Center. (If you haven’t had a chance to check it out yet, you can read the full article here.) In that article, I provided a high-level overview of the three new agents Microsoft announced: the Customer Knowledge ManagementRead More