Dynamics 365 Customer Service – Classify emails in predefined taxonomy (categories and subcategories)
We are announcing the ability to classify emails in predefined taxonomy (categories and subcategories) for support automation with Case Management Agent in Dynamics 365 Customer Service. This feature will reach general availability on August 21, 2026. How does this affect me? This feature enhancement allows administrators to configure a set of custom taxonomies for email categories and subcategories and uses the Case Management Agent to automatically classify inbound emails as they sync into Dynamics 365 Customer Service. Administrators can also configure conditions to control which emails are classified, such as specific mailboxes, sender domains, languages, etc. Once enabled, all qualifying inbound emails are automatically classified as part of the Case Management Agent flow, and the category/subcategory value can be edited manually if needed. What action do I need to take? This message is for awareness, and no action is required. Message ID: MC1448701
The post Dynamics 365 Customer Service – Classify emails in predefined taxonomy (categories and subcategories) appeared first on M365 Admin.
Published on:
Learn more
Related posts
Gold Gets Two Hours: Entitlements in Dynamics 365 Customer Service
Last week we gave cases a countdown clock. This week, a client question that follows almost immediately: "Our gold customers bought twenty sup...
Bring Dynamics 365 Customer Service to MCP-compatible AI clients: Customer Service MCP Server is now generally available
The Dynamics 365 Customer Service MCP Server is now generally available, enabling MCP-compatible AI clients to securely access customer servic...
Dynamics 365 Customer Service – Next Best Actions with Customer Intent Agent
We are announcing the ability to select the next best actions (NBA) with Customer Intent Agent In Dynamics 365 Customer Service. This feature ...
Dynamics 365 Customer Service and Contact Center – New “After Conversation Work” presence for representatives in wrap-up
We are introducing the “After Conversation Work” status to the presence feature in Dynamics 365 Customer Service and Dynamics 365 ...
From Answers to Action: What’s New with Copilot in Dynamics 365 Customer Service
Service Agent extends Dynamics 365 Customer Service beyond traditional assistance by enabling AI-powered actions across cases, knowledge, emai...
Dynamics 365 Customer Service – Modify and override submitted evaluations
We are announcing the ability to modify and override submitted evaluations in Dynamics 365 Customer Service. This feature has reached general ...
Dynamics 365 Customer Service – Policy strictness control for governance rules
We are announcing the ability to tune policy strictness, controlling how aggressive violations are flagged in outbound emails to balance compl...
Dynamics 365 Customer Service – Apply governance policies to email attachments
We are announcing the ability to apply governance policies to email attachments in Dynamics 365 Customer Service. This feature will reach gene...