When a customer service representative accepts a live chat, the Case Management Agent automatically creates a case and fills in the required information. As the conversation continues, representatives can use the agent to update case fields in real time. When the conversation ends, the agent automatically updates the case fields.

Similarly, when automatic record creation (ARC) rules convert an email into a case, the system automatically extracts the required information from the email. The case stays up to date as the customer sends new emails.

Email classification uses AI to categorize incoming emails into predefined categories. With this classification, you can automate support workflows. For example, you can skip case creation for "thank you" emails or marketing spam emails, and create cases only for relevant inquiries. This classification helps optimize support processes, improve productivity, and reduce operational costs.

The Case Management Agent gives you intelligent collaboration prompts with one click. It automatically finds the right experts and creates a concise case summary to help collaborators get up to speed quickly. The case timeline captures collaboration insights, which streamlines future processes.

The agent also tracks cases that need attention. It sends follow-up emails based on SLA criteria. When a customer responds, the agent resolves the case or alerts the service representative. These capabilities boost the efficiency of case creation and closure. They reduce case handling time.

Whether you're a developer building an AI agent to automate part of the service workflow or a customer service representative using AI agents such as ChatGPT and Claude to get work done, you can now connect Customer Service to your agents with the MCP server.

This integration provides the following capabilities:

• Create or update an account
• List all accounts
• Create or update a case
• Create a case note
• List cases
• Draft an email response
• Send an email response

Dynamics 365 customers can use Microsoft Copilot Studio to build custom agents for service teams that include the Dynamics 365 Customer Service MCP server or connect Dynamics 365 with any other agent platform that supports the MCP protocol. By using the Customer Service MCP server with MCP servers from other business applications such as Sales and ERP systems, you can automate complex cross-functional business operations. For example, you can generate an order through the Dynamics 365 Business Central MCP server after an MCP client engages with the Customer Service MCP server.

With this feature, administrators can set up email prompts in email templates. When a customer service representative uses an email template, Copilot automatically fills in content from the prompts. This feature boosts agent productivity and cuts down on manual work.

With real-time creation, Customer Knowledge Management Agent analyzes the case when agents close it. The agent analyzes case-related notes, conversations, and emails to draft a knowledge article that fills knowledge gaps and helps your organization respond to emerging issues in minutes. Customer Knowledge Management Agent compares the content of the case against your Dynamics 365 knowledge base to determine if a new article is needed. The agent also ensures that content isn't duplicated. It ensures compliance by removing sensitive data. You can extend the agent with custom automated compliance checks from your organization.

It can automatically publish the article, if configured to do so, Depending on your configuration, the agent makes the article accessible to support representatives, Copilot, and even self-service portals. Supervisors can review, edit, and monitor Customer Knowledge Management Agent's work.

The historical creation process gives the Customer Knowledge Management Agent the ability to unlock knowledge from your historical cases. It turns raw case data into ready-to-publish knowledge articles while preventing duplication, ensuring compliance, and giving supervisors tools to monitor the agent's work.

Knowledge insights give supervisors the information they need to assess and confirm the agent's ability to create reliable content for internal and external use. Supervisors can take quick actions to improve the knowledge repository and create the best Copilot experiences.

Supervisors who use the Customer Knowledge Management Agent automatically get this feature. When you set the autonomous-level preference to semi-autonomous or fully autonomous, the dashboard shows you performances for that level. The dashboard shows performances from draft creation to publishing. It also shows how Copilot uses the articles. The dashboard guides supervisors to articles that need review and that are nearing expiration. With this guidance, supervisors can take care of high-priority articles quickly.

Copilot Email Assist now suggests relevant email templates, so customer service representatives don't need to search for templates manually. Copilot bases its suggestions on the email content, search context, and thread intent. Representatives can access these suggestions directly from the email editor.

This feature uses a pay-as-you-go pricing model. For more information, see Pay-as-you-go plan.

• Representatives can enter a custom prompt in the inline Email Assist card when they reply to a customer.

• Copilot matches the prompt with email templates stored in the application. It selects the most appropriate template in the inline email form.

• Representatives see the name of the selected email template. They can select a different email template if they want.

For representatives to use this feature, administrators must do the following steps:

• Turn on the feature.
• Create email templates in the application, because Copilot can recommend only existing templates.

New feature: Bulk actions for supervisors

Supervisors can now take bulk actions on multiple conversations at once by filtering conversations based on key attributes such as intent group, related intents, queue, and status. You can find these new capabilities directly in the Omnichannel real-time analytics dashboard within Customer Service workspace.

The bulk action workflow includes:

• Flexible search options: Filter conversations by using either structured fields or natural language queries.
• Result review and validation: Review the list of filtered conversations before proceeding with any action to ensure accuracy and relevance.

Bulk actions include:

• Assign to Queue: Assign conversations to the appropriate queue based on agent skills or availability.
• Customer Messaging (C2): Send wrap-up messages to customers to provide resolution and closure outside the conversation channel.
• Agent Notifications: Notify agents with real-time updates or guidance related to specific conversations.
• Bulk Close: Close multiple conversations at once. This feature is great for cleaning up test environments or managing inactive threads.

When users work in the Customer Service workspace, they expect a refreshed browser to reload the sessions and tabs they opened.

Current experience

Currently, if a user refreshes or reconnects a browser in the Customer Service workspace, the app reloads only the home page. Users need to reopen any other tabs or sessions, such as calls, cases, chats, and messages. The app forces this manual reload in any of the following scenarios:

• Slow browsers due to memory issues.
• Microphone or headset issues.
• Network issues.
• Accidental or intentional closing of a browser tab or the browser.

New experience with session restore

In the new experience, the browser automatically restores the following items when it refreshes:

• Entities, such as cases and accounts, and their application tabs.
• Focus to the last session or app tab that users viewed.
• After the user's presence reloads, the browser restores conversations such as calls and chats.

New experience callouts

Be aware of the following caveats when using the new browser refresh experience:

• The order of session tabs might change.
• The browser refresh experience reloads only the latest updated browser sessions and tabs when multiple browser sessions and tabs are open.
• The browser refresh experience doesn't support cross-browser functions. For example, it doesn't support refreshing from Edge to Chrome.
• The browser refresh experience restores the productivity pane state and focus but doesn't restore the productivity tool state.
• The browser refresh experience restores chats, calls, and other generic sessions only after the user presence reestablishes. There is a delay in this functionality when compared to the restoration of other sessions and tabs.

When you use the create multisession apps enhancement, administrators can turn on multisession capabilities for custom model-driven applications. With this feature, customer service representatives can manage multiple customer interactions at the same time within a single application. Representatives can handle several cases, conversations, and other activities without switching between apps. This capability greatly improves productivity.

Custom productivity tools in Copilot Service workspace empower service representatives by embedding tailored, interactive components directly into their workflow. These tools—built as either low-code custom pages or pro-code Power Apps Component Framework (PCF) controls—are surfaced through the productivity panel, allowing representatives to access them contextually during sessions.

For example, a representative might toggle between Copilot and a custom-built credit score checker while handling a case, streamlining access to critical resources without leaving the workspace. Although these tools are not inherently session-aware, developers can implement session context handling using Microsoft’s Application Profile Manager (APM) APIs, enabling the tools to dynamically retrieve relevant case or conversation data. This integration significantly enhances agent efficiency by reducing task-switching, automating repetitive actions, and identifying relevant insights—ultimately leading to faster resolution times and improved customer satisfaction.

Admins with the Productivity tools administrator security role can quickly create or update custom productivity tools in Copilot Service admin center.

The service representative can turn off automatic actions for each conversation instance. Administrators can add settings for actions, such as Active to Waiting, and trigger events, like Agent Non-response time, to configure timeout rules.

Administrators can now add LOB tags to email templates. They can customize email template views and use bulk actions to apply these tags to multiple templates.

With this enhancement, email templates support languages other than English.

With this release, when supervisors use the "Assign To" option on the case form to assign a case to a representative, the presence and capacity of the service representative will be validated and updated:

• The case owner will be updated.
• The WorkedBy field will be set to the assigned representative.
• The representative capacity will be consumed.
• The representative presence will be updated to reflect the new assignment.
• All downstream routing rules and policies are honored.

If the selected representative has no available capacity or doesn't match the required profile, the system will:

• Prompt the supervisor with a confirmation dialog.
• Allow them to proceed or cancel the assignment.