Use Copilot to generate knowledge articles from resolved cases – Dynamics 365 Customer Service

Dynamics 365 Customer Service – Improve customer outcomes with Service Agent in Microsoft 365 Copilot

We are announcing the ability to improve customer outcomes with Service Agent for Microsoft 365 Copilot in Dynamics 365 Customer Service. This...

Try Email Classification in Dynamics 365 Customer Service

Email classification in Dynamics 365 ensures only meaningful customer emails become cases. Reduce noise, improve triage, and boost service pro...

Service Agents in Dynamics 365 Customer Service

Dynamics 365 Customer Service – Unlock Workforce Engagement capabilities with Customer Service Enterprise license

We are announcing the ability to unlock Workforce Engagement capabilities with the Customer Service Enterprise license in Dynamics 365 Custome...

Dynamics 365 Customer Service- Generate optimized schedule and shift plans using AI for workforce management (Preview)

We are announcing the ability to generate optimized schedule and shift plans using AI for workforce management in Dynamics 365 Customer Servic...

Dynamics 365 Customer Service – Manage intraday operations with AI agent (preview)

We are announcing the ability to manage intraday operations with AI agent in Dynamics 365 Customer Service. This feature will be available for...

What’s New in Dynamics 365 Customer Service 2025 Wave 1

The Dynamics 365 Customer Service 2025 Wave 1 Release introduces Copilot‑powered capabilities that help support teams find cases faster, get a...

Dynamics 365 Customer Service- Estimate AI credits for agents from forecasted demand

We are announcing the ability to estimate AI credits for agents from forecasted demand in Dynamics 365 Customer Service. This feature will rea...

Dynamics 365 Customer Service – Enable enhanced screen recording controls for admins

We are announcing the ability to enable enhanced screen recording controls for admins in Dynamics 365 Customer Service. This feature will reac...

Run case enrichment simulation to assess AI prediction quality in Dynamics 365 Customer Service 

The Case Management Agent in Dynamics 365 Customer Service empowers admins to measure AI‑powered field prediction accuracy against real organi...