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

Dynamics 365 Customer Service – Use Assign option for cases to update capacity, presence

We are announcing the ability to use the Assign option on the case form to work with unified routing to update presence and capacity of servic...

Dynamics 365 Customer Service – Connect AI agents using Model Context Protocol server

We are announcing the ability to connect to AI agents through the Model Context Protocol server in Dynamics 365 Customer Service. This feature...

Dynamics 365 Customer Service – Configure timeout rules override in SLA-based automatic actions

We are announcing the ability to configure timeout rules override in SLA-based automatic actions in Dynamics 365 Customer Service. This featur...

Dynamics 365 Customer Service & Dynamics 365 Contact Center – Set up microphone connection on representative sign-in

We are announcing the ability to enable service representative’s microphones to be connected prior to calls beginning in Dynamics 365 Co...

Dynamics 365 Customer Service – Set Timer to Wrap Up Cases in Seconds

We are announcing the ability to set the timer to wrap up cases in seconds in Dynamics 365 Customer Services. This feature will reach general ...

Dynamics 365 Customer Service

Dynamics 365 Customer Service – Use Copilot to generate contextual partial email content

We are announcing the ability to use Copilot to generate contextual partial email content for Dynamics 365 Customer Service. This feature enab...

Dynamics 365 Customer Service – Information regarding the end of support for legacy Conversation Topics

Starting July 31, 2025, the legacy version of Case and Conversation Topics features in Dynamics 365 Customer Service and Dynamics 365 Contact ...

Email editor template changes in Dynamics 365 Customer Service

We are introducing an important update to streamline and modernize how email templates are created and edited. As of May 23, 2025, we are depr...