![\"Insights](\"media/customerknowledgemanagementinsights22.png\" "\\"Insights")
As a sales leader, it can be hard to see the state of your business. You might find yourself chasing your team for updates and spending days gathering data without getting the full picture.
With the sales research agent in Dynamics 365 Sales, you can use natural language to start a dialog with your data or pick from AI-suggested topics. This dialog helps you gain a deep understanding of the sales performance of your team, territory, and product portfolio.
You can access the research workspace directly from within Dynamics 365 Sales, where you're already connected to your sales data. When you ask a research question, the agent creates a research plan. It then gathers, analyzes, and transforms data into meaningful research outputs. These outputs are tailored to your context, business domain knowledge, and deep understanding of the business data. You receive comprehensive, AI-generated research blueprints.
The sales research agent brings back not just answers but suggestions for where to go next. You can effortlessly build multibranch research journeys and zoom into any research finding to explore the output from different angles using the AI cursor, a new AI-powered, context-aware approach to engaging you in the research journey. You can even augment your research by uploading data files from external sources such as HR or e-commerce to provide additional context and richer outcomes by building a comprehensive understanding of your business.
", "Feature details":"As a sales manager, you can:
The sales research agent is initially available as part of the AI Accelerator for Sales offer only.
", "Enabled for":"Admins, makers, marketers, or analysts, automatically", "Public preview date":"04/01/2025", "GA date":"", "Public Preview Release Wave":"2025 release wave 1", "GA Release Wave":"", "Release Plan ID":"a4228297-34f6-ef11-be20-6045bdd6887a", "Last Gitcommit date":"09/30/2025" }, { "ProductId":"bb2f17ac-715d-e911-a968-000d3a4e32b5", "Product name":"Dynamics 365 Sales", "Feature name":"Explore complex sales insights with Sales Research Agent", "Investment area":"Business research", "Business value":"Sales Research Agent in Dynamics 365 Sales empowers you to explore complex business questions through natural language conversations with your data. It leverages a multimodal, multimodel, and multi-agent architecture to reason over intricate, customized schemas with deep sales domain expertise. The agent delivers novel, decision-ready insights through narrative explanations and rich visualizations tailored to the specific business context.
For sales leaders, this means the ability to self-serve on real-time trustworthy analysis, spanning CRM and other domains, which previously took many people days or weeks to compile, with access to deeper insights enabled by the power of AI on pipeline, revenue attainment, and other critical topics.
", "Feature details":"As a sales manager, you can now:
As a sales team, you often spend a significant amount of time on manual data entry, like copying information from emails, business cards, or web forms into your CRM. This process not only reduces your available time but also takes time away from high-value selling activities, such as engaging with prospects and closing deals.
Smart paste helps you eliminate that busywork. It uses AI to analyze what you copy to your clipboard, identify key details, and automatically fill them into the right fields. Whether it's content from an email or a business card, smart paste updates the form for you, so all you need to do is review and save the lead or contact. It reduces manual effort, speeds up data entry, and keeps you focused on what matters most: selling.
", "Feature details":"As a seller, you can:
For more details and timelines, see the Power Apps release plan: Fill forms faster with smart paste
", "Enabled for":"Users by admins, makers, or analysts", "Public preview date":"07/28/2025", "GA date":"04/30/2026", "Public Preview Release Wave":"2025 release wave 1", "GA Release Wave":"2026 release wave 1", "Release Plan ID":"41e73b47-b5db-ef11-a730-7c1e527e6b79", "Last Gitcommit date":"05/14/2026" }, { "ProductId":"bb2f17ac-715d-e911-a968-000d3a4e32b5", "Product name":"Dynamics 365 Sales", "Feature name":"Create records in Dynamics 365 Sales using Sales agent", "Investment area":"Copilot and AI innovation", "Business value":"As a seller, you want to quickly create sales records in Dynamics 365 Sales without leaving your chat conversation with the Sales agent. You can create contacts, accounts, opportunities, and other record types directly from the Microsoft 365 Copilot Chat interface. When you request to create a record, an interactive form appears inline in the chat. The form is prepopulated with relevant information from the conversation context, such as estimated value, close date, and name. You can review and edit the autofilled values before submitting the form to create the record in Dynamics 365 Sales.
This seamless integration allows you to stay focused on your conversation while efficiently managing your sales records without navigating to a separate portal.
", "Feature details":"As a seller, you can:
Sales agent in Microsoft 365 Copilot simplifies how you find, understand, and act on sales information. You can use natural language to retrieve data across CRM and productivity tools, analyze it, and turn it into insights, without changing where you work.
You can access Microsoft 365 Copilot and Sales agent from inside your Dynamics 365 sales applications, giving you a single, consistent Copilot experience grounded in both CRM data and Microsoft Graph. Whether you’re working in Outlook, Teams, or Dynamics 365, you get the same Sales agent capabilities and shared context in Copilot chat. The agent understands where you’re working and brings together relevant Dynamics data (such as opportunities and contacts) with Microsoft 365 data (such as emails, meetings, and calendars) in one conversation, so answers are more complete, relevant, and actionable.
", "Feature details":"Sales agent gives you a conversational way to access sales information that lives in different apps. This information includes customer and deal data in CRM, meetings in Teams, and much more. Use natural language to search through the data, summarize the information, and run analysis that combines data from different sources.
As an admin, you can:
As a seller, you can use Sales agent to:
Sales Qualification Agent qualifies the best-fit leads for your sales team by researching company overviews, finances, news, and competitor details using CRM records and public data. Depending on your business, however, your sellers may need additional insights about the lead's company, such as their past spend from your internal billing data, or financial reports sourced from a country/region-specific data source. With this enhancement, Sales Qualification Agent can be easily configured to research and synthesize these insights and the data source from which they should be obtained.
This level of customization helps your sellers get insights that enable them to effectively understand and engage with each lead. With custom knowledge sources, research is enriched with authenticated, organization-specific data—such as regulatory filings, proprietary databases, or curated third-party subscriptions. This delivers deeper, context-rich insights aligned to the sales motion. This not only saves hours each week for your sellers who no longer have to context- switch and go to multiple sources to assess each lead but also ensures that only the best leads are qualified from higher fidelity of insights.
", "Feature details":"As an administrator, you can:
Sales teams often deal with large volumes of lead and contact data from sources like business cards, web forms, and scanned documents. Manually entering this information into Dynamics 365 Sales is time-consuming, error-prone, and takes away from high-value selling activities like engaging with customers and closing deals.
As part of Copilot’s form fill assistance initiatives, the form fill assist toolbar supports uploading of files, emails, and images, helping eliminate this manual data entry work. It uses AI to extract key details such as names, phone numbers, addresses, and company info from uploaded content, and intelligently maps them to the right fields in the sales form. This capability streamlines data entry, reduces errors, and helps you stay focused on selling.
", "Feature details":"As a seller, you can:
For more details and timelines, see the Power Apps release plan: Enhanced experience for form filling with Copilot
", "Enabled for":"Users by admins, makers, or analysts", "Public preview date":"07/28/2025", "GA date":"04/30/2026", "Public Preview Release Wave":"2025 release wave 1", "GA Release Wave":"2026 release wave 1", "Release Plan ID":"ee9f9691-931b-f011-998a-6045bda94eab", "Last Gitcommit date":"05/14/2026" }, { "ProductId":"bb2f17ac-715d-e911-a968-000d3a4e32b5", "Product name":"Dynamics 365 Sales", "Feature name":"Boost decision making by using Visualize with Copilot", "Investment area":"Copilot and AI innovation", "Business value":"Sales teams often rely on dashboards, static charts, or external tools like Power BI to make sense of their sales data in Dynamics 365 Sales. Switching between views or analyzing raw data manually can take extra time, disrupt daily workflows, and delay decision-making.
As part of Copilot’s productivity capabilities, smart charts enable sellers to generate real-time visualizations directly within their workflow. Using AI, these charts help you uncover trends, patterns, and relationships in tabular data, making it easier to interpret data, act on insights faster, and stay focused on closing deals.
", "Feature details":"As a seller, you can:
For more details and timelines, go to the Power Apps release plan: Visualize the data in your view easily with Copilot
", "Enabled for":"Users by admins, makers, or analysts", "Public preview date":"03/21/2025", "GA date":"04/30/2026", "Public Preview Release Wave":"2024 release wave 2", "GA Release Wave":"2026 release wave 1", "Release Plan ID":"b666a25e-b5db-ef11-a730-7c1e527e6acf", "Last Gitcommit date":"06/11/2026" }, { "ProductId":"bb2f17ac-715d-e911-a968-000d3a4e32b5", "Product name":"Dynamics 365 Sales", "Feature name":"Find, filter, and sort using natural language with smart grid", "Investment area":"Copilot and AI innovation", "Business value":"Sales teams often spend valuable time navigating through long lists of leads and opportunities to find the most relevant ones. Traditional filtering methods can be slow and require navigating complex filter menus. This disruption in focus slows decision-making.
Smart grids, part of Copilot’s workflow efficiency toolkit, simplify this process by letting you filter, find, and sort data using natural language. Just type a query in natural language in Copilot Search, and Copilot instantly applies the right filters and updates the grid. You see exactly what criteria are used and can clear them all with one click. With smart grids, you get to insights faster, make smarter decisions, and stay focused on closing deals.
", "Feature details":"As a seller, you can:
The Copilot summary for Opportunity, Lead, and Account gives sellers instant, AI-generated insights so they can quickly get up to speed, understand deal context faster, and spend less time searching through data.
The new in-form banner experience brings key information right to the top of the record, so sellers don't need to open the Copilot side pane. With this change, sellers stay in the flow of work, focus on what matters, and drive more productive customer engagements.
When you use Dynamics 365 Sales, this feature will be enabled by default for Opportunity, Lead, and Account summary from Copilot.
", "Feature details":"As a seller, you see an AI Summary banner at the top of your Lead, Opportunity, and Account forms. You can view a high-level summary and a detailed summary of your records. The summarization capabilities stay the same, with the following actions still supported:
You'll get the new experience as part of the 2025 release wave 2 updates for Dynamics 365 Sales:
Sellers will start seeing the new in-form banner without any extra clicks.
", "Enabled for":"Users, automatically", "Early access date":"07/28/2025", "Public preview date":"", "GA date":"09/26/2025", "Public Preview Release Wave":"2025 release wave 1", "GA Release Wave":"2025 release wave 1", "Release Plan ID":"0ca93a40-2642-f011-b4cb-0022482c0258", "Last Gitcommit date":"01/08/2026", "GeographicAreasDetails":["Asia Pacific (Oct 2025)","Australia (Oct 2025)","Brazil (Oct 2025)","Canada (Oct 2025)","China (Oct 2025)","Europe (Oct 2025)","France (Oct 2025)","Germany (Oct 2025)","India (Oct 2025)","Japan (Oct 2025)","Norway (Oct 2025)","Qatar (Oct 2025)","Singapore (Oct 2025)","South Africa (Oct 2025)","South Korea (Oct 2025)","Sweden (Oct 2025)","Switzerland (Oct 2025)","United Arab Emirates (Oct 2025)","United Kingdom (Oct 2025)","United States (Oct 2025)","US DoD (Not Supported)","US GCC (Not Supported)","US GCC High (Not Supported)","US Gov (Not Supported)","US Nat (Not Supported)","US Sec (Not Supported)"], "LanguageAreasDetails":["Arabic (Oct 2025)","Chinese (Simplified) (Oct 2025)","Czech (Oct 2025)","Danish (Oct 2025)","Dutch (Oct 2025)","English (United States) (Oct 2025)","Finnish (Oct 2025)","French (Oct 2025)","German (Oct 2025)","Greek (Oct 2025)","Hebrew (Oct 2025)","Italian (Oct 2025)","Japanese (Oct 2025)","Korean (Oct 2025)","Norwegian (Bokmål) (Oct 2025)","Polish (Oct 2025)","Portuguese (Brazil) (Oct 2025)","Russian (Oct 2025)","Spanish (Oct 2025)","Swedish (Oct 2025)","Thai (Oct 2025)","Turkish (Oct 2025)"] }, { "ProductId":"bb2f17ac-715d-e911-a968-000d3a4e32b5", "Product name":"Dynamics 365 Sales", "Feature name":"Generate debug reports for Copilot in Dynamics 365 Sales", "Investment area":"Copilot and AI innovation", "Business value":"Troubleshooting Copilot in Dynamics 365 Sales issues previously required capturing and sharing HAR files, a technical and time-consuming process. This feature puts diagnostic power directly in your hands. By entering a single prompt, you can instantly produce a structured Excel report of your session activity. This reduces the back-and-forth with support teams, shortens resolution time, and lowers the technical barrier for diagnosing issues.
", "Feature details":"Users can generate a debug report by entering the prompt Generate Cis Debug report in Copilot in Dynamics 365 Sales. The exported Excel file captures all queries made during the current session and includes the following fields:
This report gives support teams and administrators the structured data they need to diagnose issues quickly, without requiring HAR file captures or browser-level logging.
", "Enabled for":"Users, automatically", "Public preview date":"", "GA date":"04/11/2026", "Public Preview Release Wave":"", "GA Release Wave":"2026 release wave 1", "Release Plan ID":"7a979866-8839-f111-88b5-000d3a54ca20", "Last Gitcommit date":"06/11/2026" }, { "ProductId":"bb2f17ac-715d-e911-a968-000d3a4e32b5", "Product name":"Dynamics 365 Sales", "Feature name":"Connect AI agents to sales workflows using Model Context Protocol server", "Investment area":"Copilot and AI innovation", "Business value":"Whether you're a developer building an AI agent to automate part of the sales workflow or a seller using AI assistants such as ChatGPT and Claude to get work done, you can now connect Dynamics 365 Sales to your agents and assistants with the new Model Context Protocol (MCP) server.
For developers, this capability means no more complex integrations. AI agents can retrieve, update, and act on CRM data, automate tasks like qualifying leads or sending emails, and handle business processes without custom code.
For end users and sellers, this capability means they can use their favorite AI assistant, such as Claude or, in the future, ChatGPT, to get their work done - prioritizing leads, engaging them with personalized emails, generating quotes, and closing deals. They connect their assistant to Dynamics 365 by installing the MCP server just as easily as installing a new mobile app.
Finally, agents and assistants can use Copilot in Dynamics 365 Sales in their workflow, starting with getting summaries and drafting emails. Additional operations are coming soon.
", "Feature details":"The MCP Server exposes the following tools initially, with more tools coming soon:
Use Microsoft Copilot Studio to build custom agents for sales teams that include the Dynamics 365 Sales MCP server or connect Dynamics 365 with any other agent platform that supports the MCP protocol. By using the Dynamics 365 Sales MCP server in combination with MCP servers from other business applications such as Customer Service and ERP, you can automate complex cross-functional business operations with ease. For example, a quote can be generated through the Dynamics 365 Business Central MCP server for each lead that confirms interest after being engaged with the Dynamics 365 Sales MCP server. Then, a support ticket on the order can be processed using the Dynamics 365 Customer Service MCP server.
Here are examples of agents you can build with these MCP tools:
Although most companies generate a sizable amount of new business from existing customers, only a small fraction of new leads link to existing CRM data. This disconnect results in incomplete context, missed insights, and subpar customer experiences, as sellers and AI agents lack critical information for effective interactions.
Sales Qualification Agent in Dynamics 365 Sales now finds and auto-links a matching contact and account for each lead it researches, so it can process information not only from the lead but also from the linked records, which enhances research outcomes and improves customer interactions.
", "Feature details":"This feature is automatically enabled when you turn on Sales Qualification Agent in Dynamics 365 Sales.
As a seller, you see the following information on the lead insights page:
Sales Qualification Agent analyzes information across linked accounts and contacts for high effectiveness.
", "Enabled for":"Users by admins, makers, or analysts", "Public preview date":"08/15/2025", "GA date":"10/31/2025", "Public Preview Release Wave":"2025 release wave 1", "GA Release Wave":"2025 release wave 2", "Release Plan ID":"f8f2ea5d-c015-f011-998a-000d3a8ea979", "Last Gitcommit date":"04/02/2026" }, { "ProductId":"bb2f17ac-715d-e911-a968-000d3a4e32b5", "Product name":"Dynamics 365 Sales", "Feature name":"Boost pipeline by autonomously researching and engaging leads with the Sales Qualification Agent", "Investment area":"Lead management", "Business value":"As a seller, you typically need to build a qualified pipeline that covers two to three times your target quota goal. However, building this pipeline requires manual work across fragmented tools. It's also inefficient to spend hours each week sending hundreds of prospecting emails just to book two to three meetings with prospects, of which perhaps one prospect converts to a qualified opportunity.
The Sales Qualification Agent in Dynamics 365 Sales eliminates this by autonomously researching information about every lead using data from CRM, public websites, and your company's internal knowledge sources. The agent then engages every lead autonomously, reminding them, following up, answering their questions, and understanding their need, ability, and intent to purchase. If the lead fits your ideal customer criteria and shows intent to purchase, it hands off the lead to a seller to take it forward, ensuring that your sales team builds a high-quality pipeline of high-intent leads, while spending more time building customer relationships and less time pursuing cold leads.
", "Feature details":"The agent works on behalf of your team to autonomously prospect leads based on your defined selection criteria. Some features include:
AI-powered lead research: The agent autonomously researches leads by combining your CRM data with public web sources as well as custom knowledge sources through Copilot Studio, creating rich lead and company profiles. It assesses a lead's importance based on target profile criteria you define, as well as signals from emails with the lead and recent marketing interactions.
Instant insights: Get actionable recommendations, 360-degree lead and account summaries, recent company news, competitor insights, and clear prioritization—letting sellers focus on the leads most likely to convert.
Personalized outreach: The updated agent not only automatically drafts but also sends customized emails with key talking points. It also reminds leads that don't engage, increasing the response rates of your prospecting efforts.
Smart engagement with Q&A and intent detection: With new automation, the agent can send personalized follow-up emails and analyze responses to detect purchase intent, ensuring high-touch engagement and boosting your pipeline’s quality. It can answer the lead's questions using your configured knowledge sources, moving the lead further down the consideration journey.
Easy customization with configurable automation level: Admins can tailor qualification rules, add industry-specific research sources, and fine-tune the agent’s handover criteria to your unique sales strategy. You can control the level of automation you want—from research and prequalification all the way to full engagement
Inaccurate email addresses in CRM systems can significantly hinder your productivity and engagement with prospects, leading to missed opportunities and decreased sales performance. Now, the Sales Qualification Agent in Dynamics 365 Sales verifies each email address and identifies if it's a work or personal email. Sales teams can save precious time by ignoring unreachable leads, increase the effectiveness of their sales outreach, and stay compliant by reaching out to only valid work emails.
", "Feature details":"The Sales Qualification Agent uses validated email addresses as it conducts lead research, outreach, and qualification.
As an admin, you can specify which email field on the lead form the agent validates. You set this field as part of the Sales Qualification Agent settings.
As a seller, you can:
Multi-agent configuration in Sales Qualification Agents enables sales organizations to deploy agents aligned to distinct product lines, regions, or sales teams, each with its own qualification criteria, knowledge sources, and engagement approach. Multi-agent configuration ensures exclusive lead ownership, coordinates handoffs when context shifts, and provides sales managers with visibility across agents. This targeted approach mirrors real-world sales structures, eliminates duplicate outreach, accelerates qualification, and scales coverage without additional seller headcount.
", "Feature details":"Sales Qualification Agent already helps you qualify leads by checking whether they meet your handover criteria, ensuring sellers focus only on high‑quality opportunities. You define how leads should be evaluated and where the data comes from, such as CRM fields or specific websites.
With this enhancement, the Sales Qualification Agent can evaluate a lead's fit using any data source:
We've also redesigned the configuration experience so you can get started quickly using Copilot‑generated suggested criteria or add your own, ensuring the agent finds leads that match your business needs with precision.
", "Feature details":"The new lead assessment experience is an upgraded version of the previous \"Handoff criteria\" configuration page. It has been renamed to \"Lead assessment\" to better reflect its purpose.
First‑time users
When you configure the agent for the first time, you get a simplified setup flow:
Existing users (no disruption)
If you've already set up and configured the Sales Qualification Agent, there are no breaking changes.
Sales Qualification Agent meticulously researches every lead and identifies which ones are hot, warm or cold. When configured to autonomously engage, it identifies the ones that explicitly state their purchase intent. Now, you can see hot and high-intent leads prominently on your leads grid in Dynamics 365 Sales so that you can immediately focus on the next best actions you need to take to build a pipeline. With Sales Qualification Agent, your best move is now right at your fingertips.
", "Feature details":"Get the next best actions for leads right on your Dynamics 365 leads grid, and navigate to see Sales Qualification Agent's research and pregenerated email suggestions. The actions show a preview of the lead, a summary of why it's a hot or high-intent lead, and the topic that the lead is interested in.
", "Enabled for":"Users, automatically", "Public preview date":"08/01/2026", "GA date":"", "Public Preview Release Wave":"2026 release wave 1", "GA Release Wave":"", "Release Plan ID":"04e207f7-34fe-f011-8407-6045bda6fd8f", "Last Gitcommit date":"06/17/2026", "GeographicAreasDetails":["US DoD (Not Supported)","US GCC (Not Supported)","US GCC High (Not Supported)","US Gov (Not Supported)","US Nat (Not Supported)","US Sec (Not Supported)"] }, { "ProductId":"bb2f17ac-715d-e911-a968-000d3a4e32b5", "Product name":"Dynamics 365 Sales", "Feature name":"Deploy autonomous Sales Qualification Agent to qualify leads at scale", "Investment area":"Lead management", "Business value":"Sales teams get a wide variety of leads but often don't have the capacity to handle them all effectively. Scaling operations can be a daunting task. When you expand the team or streamline processes, you risk overlooking opportunities and losing revenue.
The autonomous Sales Qualification Agent in Dynamics 365 Sales works nonstop to build a qualified pipeline and boost revenue. After you configure it, the agent works on its own with minimal human oversight. It continuously handles every lead with precision. By leveraging data from your CRM and external sources, the agent automatically researches each lead, intelligently sends personalized outreach emails, follows up with timely reminders, gauges buying intent, and eventually hands over only the most qualified leads to human sellers.
By freeing sellers to focus on closing deals, the agent boosts productivity, lowers operational costs, and maximizes overall team revenue.
", "Feature details":"You can customize the autonomous Sales Qualification Agent to align with your specific business processes and sales strategies.
This feature expands the Sales Qualification Agent outreach by letting teams define the outreach purpose, brand-aligned tone (matching both company voice and seller style), the call-to-action, and key messaging preferences proven to resonate with prospects. The result is more relevant, consistent communication that drives higher response rates and, in turn, improves lead qualification rates.
", "Feature details":"This feature helps sellers stay focused on the leads most likely to convert by bringing agent-led research, prioritization, and next best actions directly into Sales Home. Instead of spending time hunting for context across tools, sellers can quickly review key insights, understand why a lead matters, and see the recommended next step. By highlighting which leads require attention and what to do next (follow up, qualify, or unblock the agent), teams reduce time-to-first-touch, improve consistency of lead handling, and increase throughput without adding headcount. The result is higher conversion from inquiry to qualified pipeline, fewer stalled leads, and more predictable execution across the funnel, with clear guidance that helps every seller operate like a top performer.
", "Feature details":"When prospects begin evaluating alternative providers, speed and effectiveness in responding to competitive risks is key. However, identifying, researching, and tracking competitors manually is time-consuming and often happens too late, leading to stalled conversations and lost opportunities.
Competitor highlights solves this challenge by giving sellers instant access to comprehensive competitor insights right in their workflow, including an overview, SWOT analysis, and tailored talking points for each direct competitor, along with timely insights whenever a competitor is mentioned in sales emails. This proactive approach empowers sellers to adapt their sales strategy early and maintain a competitive edge. With competitor highlights, sellers don’t just react to competitive risks, they turn them into opportunities.
", "Feature details":"Competitor highlights delivers insights into the overall competitive landscape and competitors being considered by prospects for a sales scenario. With timely and actionable intelligence, it empowers sellers to refine their strategies and proactively address competitive challenges.
As a seller, you invest significant time and effort to stay informed about all your conversations and monitor developments within active sales processes. You visit multiple applications or contact team members to stay on top of all the active discussions and try to find optimal approaches for engaging with business decision-makers to take the assigned sales process forward.
The actionable insights generated by Copilot in Dynamics 365 Sales help you plan and execute your daily tasks, thereby increasing the likelihood of attaining short- and long-term goals. This capability aims to:
As an admin, you can enable the feature for sellers to get action recommendations.
As a seller, you can:
As a seller, you juggle many active opportunities, but deal conditions can shift quickly as stakeholders change, buying signals drop, pricing or procurement hurdles appear, or budget and timeline assumptions shift. When you miss what changed, why it matters now, and what to do next for the current stage, deals lose momentum. Building on the existing deal briefing and continuous monitoring, Sales Close Agent - Research aligns guidance to the customer’s business process flow (BPF) stage. After your first review, it leads with deltas since the most recent review: what changed, why it matters for this stage, and the next best actions to keep momentum. This helps you stay current without rereading a full briefing, cut time spent interpreting generic content, and move opportunities forward with confidence.
", "Feature details":"As a seller, you receive:
As an admin, you get an easy setup experience to start testing and configuring the Sales Opportunity Agent right away. Basic settings and smart defaults let you enable the agent quickly, so you can see results fast. As adoption grows, you can fine-tune advanced options to fit your business needs without slowing your progress.
", "Feature details":"As an admin, you gain access to:
Simple configuration experience: Navigate an intuitive, guided setup interface designed for the Sales Opportunity Agent, eliminating complexity and reducing configuration time significantly.
Smart defaults: Leverage preoptimized settings for advanced configurations that are automatically applied, enabling rapid testing and deployment while maintaining best-practice standards.
Segregation of basic and advanced settings: Enable the agent quickly with essential settings, then progressively unlock and configure advanced options as your team's expertise grows and business requirements evolve.
As intelligence across out-of-the-box and custom agents grows, sellers are presented with more signals and suggested actions, making it harder to quickly decide what truly matters in the moment. Next Best Action ensures that sellers focus on the most important actions that will directly impact the deal progression. This helps sellers stay focused, act with confidence, move deals faster, and ultimately close more business and achieve their quotas.
", "Feature details":"With Next Best Action, you can ensure that your team focuses on actions that matter most in achieving the target set for each individual member and the team as a whole. These actions will be identified across various experiences, ensuring your team never misses out on any action, wherever they are present.
The key capabilities include the following:
Prioritize the most important action: Next Best Action analyzes all the available actions generated by first-party sales agents like Sales Qualification Agent, Sales Close Agent or any custom agent or workflow and performs cross-prioritization to identify the most time-critical and impactful action to your team at any given time. It also provides clear reasoning for each prioritization, building trust in the recommendations and enabling your team to confidently focus on the actions.
Surface the prioritized actions across various touchpoints in the flow of seller's work: Next Best Action reaches out to the sellers in their flow of work across various experiences. This will ensure enhanced discoverability of key and time-sensitive actions, so that your team never misses out on actions that need to be carried out at any time to ensure smooth deal progress. Next Best Action will be available within the Dynamics 365 entity grid layout, Microsoft 365, and Outlook, ensuring your team can continue working in their choice of tool.
Onboard custom agents for prioritization of actions: Next Best Action will also enable you to onboard any custom agent or workflow that generates actions for sellers to be prioritized and identified via the above-described experiences. This will ensure that your team can focus on Next Best Action recommendations as a one-stop shop for all key actions from both out of the box as well as custom agents.
In every sales team, the same issues show up again and again: deals stall after a key meeting, a competitor enters late, procurement slows things down, or a familiar objection repeats. As a seller, you often know these patterns exist, but you don't have time to connect the dots across past wins and losses while running active deals. Sales Close Agent - Research uses historical outcomes where data exists to spot these repeat patterns in time, explain why they matter for the current stage, and recommend next actions that have worked before. This turns past deal learnings into clear guidance sellers can use right now to keep momentum and improve stage progression.
", "Feature details":"Sellers get the following capabilities:
Many sellers face a significant challenge: the lack of quick access to comprehensive, up-to-date insights into the opportunities they are pursuing with little time to navigate multiple systems, such as CRM platforms, scattered email threads, and diverse market intelligence resources. This can lead to sellers prioritizing deals that have low probability to close, operating without full visibility across the conversations, and missing key stakeholder movements or competitor mentions that create deal risk.
Sales Close Agent's Opportunity Research addresses this challenge by providing sellers with a holistic view of every opportunity. By tirelessly researching data from CRM, SharePoint, public web sources, and customer interactions, it delivers a complete picture of the opportunity. It equips sellers with the context they need to ramp up quickly, understand the competitive landscape to make a differentiated pitch, engage key stakeholders, respond to competitive threats, proactively mitigate risks, and ultimately drive more deals to closure.
", "Feature details":"Sales Close Agent's Opportunity Research feature empowers sellers to act as trusted advisors—deeply informed, well-prepared, and proactive in navigating the complexities of each opportunity. By eliminating time spent on manual research and surfacing the most critical deal signals mined from CRM, emails and meetings, and other data sources, it enables sellers to focus on what matters most and close more deals, faster.
Feature highlights:
Sellers often spend significant time identifying the right actions to take and then researching the context needed to perform those actions effectively. This slows down deal progress and reduces overall impact. Next Best Action streamlines execution by providing the relevant context, insights, and details directly alongside each suggested action. With the right information available at the right time, sellers can act quickly, confidently perform more actions in less time, and improve their success rates across deals.
", "Feature details":"Next Best Action not only prioritizes the key actions for your team to focus on but also ensures that the execution of the suggested action is seamless, effective, and fast. It provides the necessary context and details that enable your team to execute the action with ease without having to invest time for researching and understanding the context for each action. The key capabilities include:
Enable sellers for seamless action execution: The Next Best Action agent enables your team to carry out the suggested actions by providing an intuitive and contextual user experience, helping them to send emails or set up meetings. Additionally, Next Best Action provides details and guidance to accelerate the action execution. These includes relevant context and details that can be included in executing the action. For example, if the suggested action is to send an email, Next Best Action will provide the details of the discussion, the key contacts, and key points to be addressed, enabling quick composition, confident messaging, and faster execution.
Ability to execute the suggested action in the flow of work: Next Best Action ensures your team can act on recommendations without constantly switching contexts. Instead of navigating across tools, Next Best Action enables seamless in-place execution within the seller’s existing workflow, whether in Dynamics 365, Microsoft 365, or Outlook. This will ensure the flow of work is not disrupted while your team is able to address the key recommendations to ensure faster and more successful deal progression.
When your opportunity data is incomplete or outdated, you may find it challenging to understand deal health and take the right actions. AI-powered data enrichment reduces this friction by analyzing your emails and highlighting gaps in opportunity information and suggesting updates. This feature helps you keep your opportunity data accurate and up to date, increases your confidence in pipeline data, and enables more effective deal reviews and forecasting.
", "Feature details":"As an admin, you can:
As a seller, you can:
You get a unified system that consolidates all seller actions from both built-in and custom sources, creating a single list of prioritized actions that the sellers need to focus on. This improves your sellers' productivity by prioritizing what to do next, saving time and reducing decision fatigue. It also enhances governance and visibility, helping your business operate more efficiently and with greater trust in the insights provided.
", "Feature details":"This feature enables admins to register custom external insight sources through a step-by-step guided onboarding wizard. Once onboarded, the custom source appears alongside out-of-the-box agents in the Recommended Action Sources list and is governed by the same enable/disable controls. Actions from custom sources are normalized into action cards, ranked alongside built-in actions, and follow consistent UI patterns, execution flows, and prioritization models, ensuring a seamless and unified seller experience.
The feature isn't enabled automatically. Admins must complete the guided registration flow by providing a source name and description, after which the system generates a unique source ID and registers the source for action ingestion and governance. Admins can enable or disable the custom source's participation in Recommended Action as needed, maintaining relevant governance and control.
", "Enabled for":"Admins, makers, marketers, or analysts, automatically", "Public preview date":"06/01/2026", "GA date":"", "Public Preview Release Wave":"2026 release wave 1", "GA Release Wave":"", "Release Plan ID":"88995df2-314d-f111-bec7-000d3a54c8ca", "Last Gitcommit date":"06/11/2026" }, { "ProductId":"bb2f17ac-715d-e911-a968-000d3a4e32b5", "Product name":"Dynamics 365 Sales", "Feature name":"Chat about sales opportunity agent insights from inside Sales agent", "Investment area":"Opportunity acceleration", "Business value":"You need guidance that adapts to the moment you’re in a meeting preparation, a stage move, or a specific risk you want to validate. With the ability to ask about opportunity research from inside Sales agent, you get right-sized, action-first insights. You can quickly act on what matters now, then go deeper only when you choose. This reduces time spent hunting for answers, improves seller confidence at critical stages, and meet sellers where they are in their flow of work.
", "Feature details":"As a seller, you can:
Sequences are most commonly created and iterated on by sellers to support day-to-day outreach such as prospecting, follow-ups, and re-engagement, while managers and sales operations teams also create shared or approved Sequences to scale best practices across teams.
Today, adding or modifying email templates while building a Sequence is slow and disruptive. Sellers must leave the Sequence flow to create or edit templates, may struggle to discover the right template among many, and often rely on trial and error to determine whether a template is appropriate for a given step or audience. This friction breaks focus, slows sequence creation, and discourages iteration, leading sellers to reuse “good enough” templates instead of refining outreach.
The new email template picker in Sequences removes this friction by enabling fast template discovery, in-flow creation and editing, and clearer organization through views. Sellers can stay in the flow while building Sequences, quickly find or adjust the right template for each step, and move from intent to execution faster, while managers and operations benefit from better reuse of shared and approved templates.
", "Feature details":"Sequences are designed to enable consistent, repeatable outreach at scale. The new email template picker improves the Sequence authoring experience by reducing setup friction, improving template discoverability, and enabling in-context creation and editing, so sellers can build and iterate on Sequences efficiently without breaking flow or compliance. Key capabilities in the modernized email template picker include:
Enhanced template discovery with views: A view selector helps sellers and managers quickly narrow down templates such as My templates, Team templates, or Approved templates, making it easier to find the right content for each Sequence step with minimal trial and error.
In-flow template creation and editing: Sellers can create new email templates or edit existing ones directly within the Sequence flow. Newly created or updated templates are immediately available for selection, eliminating context switching and rework.
", "Enabled for":"Users, automatically", "Public preview date":"", "GA date":"05/30/2026", "Public Preview Release Wave":"", "GA Release Wave":"2026 release wave 1", "Release Plan ID":"85d6209e-a205-f111-8406-000d3a991977", "Last Gitcommit date":"06/16/2026" }, { "ProductId":"bb2f17ac-715d-e911-a968-000d3a4e32b5", "Product name":"Dynamics 365 Sales", "Feature name":"Get sales operations insights in Sales Research Agent", "Investment area":"Sales management and operations", "Business value":"As a business leader or sales operations team member, you're responsible for answering complex questions about performance, coverage, attainment, and risk, but the data needed to do so is often fragmented across CRM systems, financial systems, and spreadsheets. This fragmentation drives you to do manual data exports, reconciliation work, and custom reporting that slows decision-making and increases dependency on specialized analysts.
The sales operations business function in Sales Research Agent delivers AI-powered insights that unify CRM and operational data in a single experience. By combining data from Dynamics 365 Sales, Microsoft Fabric lakehouse, and custom data uploads, you can quickly assess business health, identify trends and risks, and provide leadership with trusted insights without manual data preparation or spreadsheet-driven workflows.
", "Feature details":"With the sales operations business function, you get an AI-powered experience designed specifically for sales and revenue operations scenarios. It enables unified analysis from data across multiple data sources. For example:
Dynamics 365 Sales data, including:
Operational data from Fabric lakehouse, such as:
Custom data uploads allow you to include supplemental datasets (for example, spreadsheets or external operational files) that aren't stored in CRM or lakehouse.
The business function includes predefined sales operations insights that correlate CRM and operational data to answer common operational questions, including:
You can also extend these insights using natural language queries in an AI-powered research canvas. The agent reasons across CRM data, lakehouse data, and uploaded files in a single flow, enabling faster analysis while reducing manual effort and improving decision quality.
", "Enabled for":"Admins, makers, marketers, or analysts, automatically", "Public preview date":"02/16/2026", "GA date":"04/30/2026", "Public Preview Release Wave":"2025 release wave 2", "GA Release Wave":"2026 release wave 1", "Release Plan ID":"745be3b1-d0ed-f011-8544-7c1e52fdfc34", "Last Gitcommit date":"05/21/2026" }, { "ProductId":"bb2f17ac-715d-e911-a968-000d3a4e32b5", "Product name":"Dynamics 365 Sales", "Feature name":"Improve research relevance by adding custom web sources to the Sales Qualification Agent", "Investment area":"Sales management and operations", "Business value":"As a sales team, you need research that’s not only comprehensive but also tailored to your specific industry, customer segments, and business strategy. While a Sales Qualification Agent’s out-of-the-box research provides broad insights, many organizations rely on industry-specific sources, regulatory databases, or niche publications to make informed decisions.
With this enhancement, the agent delivers more relevant, customized insights by incorporating data from public web sources that matter most to your business. You gain real-time access to industry-aligned insights and can engage leads with deeper context, using up-to-date information to ensure outreach is timely and impactful.
", "Feature details":"Admins configure the Sales Qualification Agent to pull relevant insights from specific web sources, so they can tailor research to your industry's needs. Sellers see industry-specific insights from web sources that are relevant for your business.
For example, Contoso's sales ops team wants sellers to see industry details for incoming leads based on NAICS codes. By specifying sources that provide NAICS classifications, admins ensure that sellers receive industry insights directly in their workflow. This approach streamlines research and enables faster, more informed engagements.
", "Enabled for":"Users by admins, makers, or analysts", "Public preview date":"07/31/2025", "GA date":"10/31/2025", "Public Preview Release Wave":"2025 release wave 1", "GA Release Wave":"2025 release wave 2", "Release Plan ID":"14da42e8-43f5-ef11-be20-6045bdd6887a", "Last Gitcommit date":"04/02/2026" }, { "ProductId":"bb2f17ac-715d-e911-a968-000d3a4e32b5", "Product name":"Dynamics 365 Sales", "Feature name":"Connect Fabric lakehouse data to AI‑powered sales research", "Investment area":"Sales management and operations", "Business value":"Many organizations store critical operational and financial data such as revenue actuals, targets, and budgets in Microsoft Fabric Lakehouse rather than in Dynamics 365 Sales. Without native connectivity, sales insights remain limited to Dynamics 365 Sales data and require manual data movement or duplication to incorporate operational context. The Fabric Lakehouse connector allows you to bring trusted operational data directly into AI-powered sales research experiences. By enabling unified analysis across Dynamics 365 Sales and Lakehouse data, you can eliminate data silos, improve insight accuracy, and ensure sales decisions are grounded in both pipeline activity and real operational outcomes.
", "Feature details":"The Fabric Lakehouse connector provides an integration between Dynamics 365 Sales research experiences and data stored in Microsoft Fabric/OneLake. With this integration, you'll be able to:
This connector serves as the foundational integration layer for multisource sales analysis. It enables advanced sales operations, financial, and performance insights by allowing AI-powered experiences to combine sales activity data with trusted operational data in a single, coherent view.
", "Enabled for":"Users by admins, makers, or analysts", "Public preview date":"02/16/2026", "GA date":"04/30/2026", "Public Preview Release Wave":"2025 release wave 2", "GA Release Wave":"2026 release wave 1", "Release Plan ID":"05689da4-d1ed-f011-8544-7c1e52fdfc34", "Last Gitcommit date":"05/21/2026" }, { "ProductId":"bb2f17ac-715d-e911-a968-000d3a4e32b5", "Product name":"Dynamics 365 Sales", "Feature name":"Turn marketing engagement into actionable insights for sellers", "Investment area":"Sales management and operations", "Business value":"Marketing interactions, such as attending a product demo or engaging with a targeted email campaign, are strong signals of buying intent. For Dynamics 365 Sales customers using Customer Insights - Journeys, the Sales Qualification Agent automatically brings key insights from recent marketing activities, including email opens, link clicks, event registrations and attendance, and form submissions.
This agent seamlessly connects marketing and sales without requiring customers to build and maintain a custom solution to extract, aggregate, and sync marketing engagement data into Dynamics 365 Sales. It saves significant time and costs. With this agent, sellers focus on the most valuable opportunities sooner and drive more personalized outreach and engagement.
", "Feature details":"As a seller, you can see the marketing insights from within the lead insights page. With these insights, you gain deeper context for every lead, enabling more timely, relevant, and personalized engagement. For example, you can easily see if a lead recently attended a webinar and interacted with multiple product emails—all from within your sales workflow.
This feature is enabled by default for customers using both Dynamics 365 Sales and Customer Insights - Journeys.
", "Enabled for":"Users by admins, makers, or analysts", "Public preview date":"07/31/2025", "GA date":"", "Public Preview Release Wave":"2025 release wave 1", "GA Release Wave":"", "Release Plan ID":"d7be6c97-d3f4-ef11-be20-7c1e521a9c2c", "Last Gitcommit date":"05/14/2026", "GeographicAreasDetails":["Asia Pacific (Aug 2025)","Australia (Aug 2025)","Brazil (Aug 1, 2025)","Canada (Aug 1, 2025)","China (Aug 2025)","Europe (Aug 2025)","France (Aug 1, 2025)","Germany (Aug 1, 2025)","India (Aug 1, 2025)","Japan (Aug 2025)","Norway (Aug 1, 2025)","Qatar (Aug 1, 2025)","Singapore (Aug 2025)","South Africa (Aug 2025)","South Korea (Aug 1, 2025)","Sweden (Aug 1, 2025)","Switzerland (Aug 1, 2025)","United Arab Emirates (Aug 1, 2025)","United Kingdom (Aug 2025)","United States (Aug 2025)","US DoD (Not Supported)","US GCC (Not Supported)","US GCC High (Not Supported)","US Gov (Not Supported)","US Nat (Not Supported)","US Sec (Not Supported)"], "LanguageAreasDetails":["Danish (Not Supported)","Dutch (Not Supported)","English (United States) (Aug 1, 2025)","French (Not Supported)","German (Not Supported)","Italian (Not Supported)","Japanese (Not Supported)","Portuguese (Brazil) (Not Supported)","Spanish (Not Supported)"] }, { "ProductId":"bb2f17ac-715d-e911-a968-000d3a4e32b5", "Product name":"Dynamics 365 Sales", "Feature name":"Plan your sales portfolio with Sales Research Agent", "Investment area":"Sales management and operations", "Business value":"Portfolio Planning in Sales Research Agent helps you make better sales and coverage decisions continuously without waiting for annual planning cycles or spending hours in spreadsheets.
What you unlock:
Who benefits:
Portfolio Planning is an AI‑first capability in Sales Research Agent that turns CRM data, lakehouse signals (such as budgets, targets, usage, billing, and adoption), and web context into a continuously updated plan across accounts, territories, segments, and partners.
You can run scenario‑driven planning for the most common field workflows:
Plans refresh automatically as signals change, so they stay current instead of aging out after QBRs or annual planning.
You also get explainable recommendations showing the drivers behind prioritization and actions (the “why this” behind every recommendation).
Portfolio Planning combines three classes of signals to maintain an always‑current decision view:
The agent synthesizes these signals into a clear decision flow:
This capability helps sellers focus on the right action at the right time by removing guesswork and time taken to inspect every opportunity for mitigating detected risks. By prioritizing high-impact risks and suggesting relevant actions, across opportunities, Next Best Action (NBA) enables sellers to reduce deal slippage, improve win rates, and spend less time deciding what to do next. This results in a healthier pipeline and faster deal progression.
", "Feature details":"Top sellers consistently build stronger pipelines by being disciplined in how they choose which leads to engage. What if every seller could follow that same high-performing approach? With the Sales Qualification Agent, now they can. You can now customize lead selection criteria by using your ideal customer profile (ICP), leveraging Dynamics 365 data like job title, and public web sources like market cap from Bloomberg.
Different businesses prioritize different signals: financial services might use assets under management, while tech companies focus on subscription usage. The Sales Qualification Agent lets sales operations replicate top sellers’ intuition by fine-tuning the lead selection criteria with data from Dynamics 365, Dataverse, and public external sources. By encoding strong lead selection logic, the agent helps every seller focus only on the leads that are most likely to convert, driving higher productivity and better outcomes.
", "Feature details":"As an admin, you configure the Sales Qualification Agent to assess leads using data from Dynamics 365, other Dataverse sources, and trusted public web sources. You can define your Ideal Customer Profile (ICP) with industry-specific precision.
For example, a logistics company like Contoso can set up the agent to evaluate a lead’s USDOT status, incident history, and inspections from the past 24 months. This setup helps sellers focus on compliant, high-potential leads and drives more efficient, targeted engagement.
", "Enabled for":"Users by admins, makers, or analysts", "Public preview date":"05/05/2025", "GA date":"", "Public Preview Release Wave":"2025 release wave 1", "GA Release Wave":"", "Release Plan ID":"e8490d2f-d981-ef11-ac21-6045bdd3c2dc", "Last Gitcommit date":"05/14/2026" }, { "ProductId":"bb2f17ac-715d-e911-a968-000d3a4e32b5", "Product name":"Dynamics 365 Sales", "Feature name":"Integrate with Exchange using server-side synchronization", "Investment area":"Sales management and operations", "Business value":"Upgrading the Exchange infrastructure enhances support for Dynamics 365 Sales Premium features such as Relationship analytics and Who knows whom. With this release, Exchange data integration shifts to server-side synchronization (SSS), enabling more granular control over email sync settings. This upgrade boosts reliability and gives users greater flexibility in managing the timing and scope of their email synchronization.
", "Feature details":"To use the new Exchange integration, configure server-side synchronization for Dynamics 365 Sales Premium features to work with your exchange activities.
For detailed setup instructions, see Set up server-side synchronization of email, appointments, contacts, and tasks.
", "Enabled for":"Users, automatically", "Early access date":"02/03/2025", "Public preview date":"", "GA date":"04/01/2025", "Public Preview Release Wave":"2025 release wave 1", "GA Release Wave":"2025 release wave 1", "Release Plan ID":"f012cc72-e2a0-ef11-8a69-7c1e524a2e12", "Last Gitcommit date":"01/08/2026" }, { "ProductId":"bb2f17ac-715d-e911-a968-000d3a4e32b5", "Product name":"Dynamics 365 Sales", "Feature name":"Streamline Quick Campaigns for confident, one-time bulk email outreach", "Investment area":"Seller experiences", "Business value":"Quick Campaigns are designed for fast, seller-led outreach such as post-meeting follow-ups, event or webinar recaps, policy updates, or one-time announcements to many customers at once. However, even simple bulk emails in Quick Campaigns were slow and error-prone. Sellers had to navigate a multistep wizard, rely on rigid templates, exit the flow to make changes, and use workarounds to gain confidence before sending. This breaks execution momentum and often pushes sellers to Outlook or custom solutions outside Dynamics 365.
This release simplifies the Quick Campaigns experience, particularly for bulk email scenarios, by reducing unnecessary steps, keeping sellers in a single flow, supporting send-specific personalization, and improving confidence before sending, so sellers can act quickly without leaving the platform or compromising compliance.
", "Feature details":"Quick Campaigns support multiple bulk activity types (email, tasks, appointments, phone calls). This release focuses on improving the end-to-end experience for bulk email creation, with foundational improvements that benefit the overall Quick Campaigns flow.
Key capabilities include:
Streamlined quick campaign flow: The existing multistep wizard is simplified for Quick Campaigns creation, including one-time bulk email sends. Sellers can create, review, and send bulk emails with fewer steps and clicks, staying in a single creation surface and focusing on execution rather than setup.
In-flow template creation and editing: Sellers can create or edit email templates directly within the Quick Campaigns flow. Newly created or updated templates are easy to find and reuse without leaving the experience or restarting setup.
Enhanced template discovery with views: An improved template picker with a view selector helps sellers quickly find the right template, whether it’s one they created, one shared with them, or a marketing-approved one.
Send-specific edits and template-free bulk emails: Sellers can make send-specific edits such as adding a personalized greeting, dynamic text, or signature, without overwriting shared templates. For true one-off outreach, sellers can also compose bulk emails from scratch using rich text, dynamic text, and signatures without creating templates.
Inline template preview and test send: Sellers can preview the final rendered email inline and send a test email to themselves or a colleague to validate formatting and personalization. This removes the need for duplicate bulk email campaigns and rework, increasing confidence before sending.
The Copilot full-page view in Dynamics 365 Sales helps you excel in sales. Offering real-time insights and effortless natural language chat functionality, it empowers you to efficiently manage sales activities, nurture customer relationships, and drive sales success. This immersive interface provides an expanded workspace, enhancing the focus on productive conversations with Copilot.
You can seamlessly access insights from various records and prioritize your actions intelligently. The natural language chat with AI-powered Copilot facilitates deeper insights and quick access to customer details, deal information, meeting schedules, and more. Furthermore, you can easily track your performance using charts through natural language, while an embedded calendar assists in planning and managing your day effectively.
", "Feature details":"As a seller, you can:
When opportunity data is incomplete or outdated, you spend more time chasing details and less time making confident sales decisions. Forecasts become less reliable, and deal reviews take longer than they should.
With AI‑powered Data Enrichment, you automatically receive timely, relevant suggestions to fill data gaps based on real customer interactions, such as emails and meetings. You reduce manual updates, gain greater confidence in pipeline health, and run faster, more focused deal reviews that help you move opportunities forward.
", "Feature details":"AI‑powered Data Enrichment helps you keep opportunity data accurate and current by automatically surfacing relevant insights from multiple sources. With this enhancement, you get meeting intelligence that:
When your large customers have multiple accounts, contacts, locations, and other related data, sellers can miss important customer opportunities and signals. A seller might not see the recent win in another region or notice an influential decision maker is unhappy with a related project. Presenting data hierarchically allows your organization to see, understand, and act on data in its relational context quickly and effectively.
The new Hierarchy control in Dynamics 365 Sales provides your organization with an intuitive visualization of your data. With this view, sellers can see important connections, such as common decision makers, and quickly take action with less effort. Define custom visualizations for your sellers and other teams that highlight the most important data and relationships for your customer's accounts, people, opportunities, and custom tables like householding and financial instruments. A hierarchical visualization lets your sellers and other team members see your customer's organization like never before. Because the hierarchy view provides full editability of the records you choose to display, your team can easily view, edit, and update customer information right in context without leaving the visualization.
", "Feature details":"Visual hierarchies enable your sellers to view and work with data graphically.
Single table (self-referential) hierarchies
Unlock the ability to show a hierarchy of records from a single table, such as a hierarchy of accounts. Any standard or elastic table in Dataverse with a self-referential relationship can be displayed as a hierarchy.
Multi-table hierarchies
These advanced capabilities allow you to create hierarchies that use:
Configurable
Intuitive
Getting started
When signed in to Sales Hub, an admin can select Visual hierarchy in the App settings menu to go to the hierarchy designer. The admin will design and publish a hierarchy to their organization. Once published, sales team members viewing a form or grid for the table with the hierarchy can select View hierarchy on the command bar to open the hierarchy view for that record. View hierarchy is added by default to the forms and grids for the Contact, Opportunity, Lead, and Account tables.
For other tables, administrators must perform steps to add the button. Hierarchies can also be displayed on a tab in a form. If that is the first tab, the hierarchy view becomes the default view your teams can interact with. Users must be granted access to hierarchies using the Power Platform admin center, allowing you fine-grain control over which users or groups can view a hierarchy as needed.
", "Enabled for":"Users by admins, makers, or analysts", "Public preview date":"08/29/2025", "GA date":"10/29/2025", "Public Preview Release Wave":"2025 release wave 1", "GA Release Wave":"2025 release wave 2", "Release Plan ID":"98cd36e4-9ada-ef11-a730-7c1e526872ab", "Last Gitcommit date":"01/08/2026" }, { "ProductId":"bf2f17ac-715d-e911-a968-000d3a4e32b5", "Product name":"Dynamics 365 Customer Service", "Feature name":"Protect sensitive information in emails with data sensitivity labels", "Investment area":"Administrator experiences", "Business value":"By adding data sensitivity labels to emails, you enhance your data security when service representatives classify and protect sensitive information. This feature enables secure collaboration, reduces the risk of data breaches, and offers customization flexibility for managing different types of sensitive information.
", "Feature details":"Data sensitivity labels can help customer service representatives properly label their outgoing emails.
With data sensitivity labels, you get the following benefits:
To make data sensitivity labels available in email, admins must add and publish the labels. To add and publish the labels, admins need the required roles and privileges in Microsoft Purview and Dynamics 365 Customer Service.
", "Enabled for":"Users by admins, makers, or analysts", "Public preview date":"", "GA date":"05/01/2026", "Public Preview Release Wave":"", "GA Release Wave":"2026 release wave 1", "Release Plan ID":"fb4fd457-d9e2-ef11-a730-7c1e521b85a2", "Last Gitcommit date":"05/21/2026", "GeographicAreasDetails":["Asia Pacific (May 1, 2026)","Australia (May 1, 2026)","Brazil (May 1, 2026)","Canada (May 1, 2026)","China (May 1, 2026)","Europe (May 1, 2026)","France (May 1, 2026)","Germany (May 1, 2026)","India (May 1, 2026)","Italy (May 1, 2026)","Japan (May 1, 2026)","New Zealand (May 1, 2026)","Norway (May 1, 2026)","Poland (May 1, 2026)","Qatar (May 1, 2026)","Singapore (May 1, 2026)","South Africa (May 1, 2026)","South Korea (May 1, 2026)","Spain (May 1, 2026)","Sweden (May 1, 2026)","Switzerland (May 1, 2026)","United Arab Emirates (May 1, 2026)","United Kingdom (May 1, 2026)","United States (May 1, 2026)","US DoD (Not Supported)","US GCC (Not Supported)","US GCC High (Not Supported)","US Gov (Not Supported)","US Nat (Not Supported)","US Sec (Not Supported)"] }, { "ProductId":"bf2f17ac-715d-e911-a968-000d3a4e32b5", "Product name":"Dynamics 365 Customer Service", "Feature name":"Option sets for field mapping in integrated search", "Investment area":"Administrator experiences", "Business value":"In addition to the out-of-the-box target fields, you can add custom target fields for mapping such as multi-select or single-select option sets.
", "Feature details":"As part of adding an integrated search provider in Customer Service, you need to tell the service how to ingest the knowledge articles it receives from the provider. You do that by selecting and configuring a knowledge article schema.
When you configure knowledge article schema through field mapping, you map a knowledge article received from the search provider (the source property) to an attribute of the knowledge article entity (the target), based on an operation type. This feature allows you to add more article attributes in the Customer Service admin center site map, and thereby define the custom target fields for mapping.
", "Enabled for":"Admins, makers, marketers, or analysts, automatically", "Public preview date":"", "GA date":"08/28/2024", "Public Preview Release Wave":"", "GA Release Wave":"2025 release wave 1", "Release Plan ID":"dffff2a1-6acf-ee11-9079-002248244c88", "Last Gitcommit date":"07/31/2024" }, { "ProductId":"bf2f17ac-715d-e911-a968-000d3a4e32b5", "Product name":"Dynamics 365 Customer Service", "Feature name":"Simulate AI case enrichment with Case Management Agent", "Investment area":"Administrator experiences", "Business value":"Simulation enables administrators to assess how the Case Management Agent performs case enrichment, evaluate the quality of those predictions before enabling the feature in production, and streamline the testing process by reducing the time required for manual validation.
", "Feature details":"Key capabilities
Administrators can run case enrichment simulations using:
Simulation displays the Case Management Agent’s predicted field values based on the selected records or uploaded data.
Simulation using historical case records
Administrators select a set of historical cases to evaluate prediction quality. The condition builder allows filtering. For example, cases from the last seven days or cases related to Contoso Coffee Maker. After running the simulation, administrators can:
Simulation using email or conversation transcripts
Administrators can upload emails or conversation transcripts for prediction. Each row in the Excel file represents one email or conversation transcript. The simulation generates predicted field values for each row. Emails or conversations can be extracted from the activity table and uploaded for bulk evaluation.
Simulation using Excel upload
Administrators can upload an Excel file where each row contains a single email or conversation message. The system generates field predictions for each entry. Results help identify how the Case Management Agent would process incoming communications.
Evaluate and improve prediction quality
Simulation results help administrators validate prediction quality before enabling the feature in production. Based on results, administrators can adjust the Case Management Agent configuration. Simulations can be rerun after configuration updates to measure improvement.
This iterative approach helps identify optimization opportunities and ensures reliable predictions before the feature is turned on for the organization.
", "Enabled for":"Users by admins, makers, or analysts", "Public preview date":"", "GA date":"03/06/2026", "Public Preview Release Wave":"", "GA Release Wave":"2025 release wave 2", "Release Plan ID":"be6990b4-7dda-f011-8544-7ced8d1ab86c", "Last Gitcommit date":"03/26/2026" }, { "ProductId":"bf2f17ac-715d-e911-a968-000d3a4e32b5", "Product name":"Dynamics 365 Customer Service", "Feature name":"Use one record creation and update rule for multiple queues", "Investment area":"Administrator experiences", "Business value":"When you configure one automatic record creation and update rule for multiple queues, you reduce the time it takes to set up and maintain rules.
", "Feature details":"Previously, administrators could select only one queue for each rule. As an administrator, you can now add multiple queues to monitor for new automatic record creation and update rules in the Copilot Service admin center app.
You can go to Case settings > Automatic record creation and update rules. When you associate new automatic record creation and update rules with multiple queues, you can create records based on the rule conditions from queue items in any of the queues. For example, if you associate an email-to-case rule with two email queues, you can create a rule when an email arrives in either of the two queues. Previously, you needed separate rules for each queue.
With this update, you don't need to duplicate automatic record creation and update rules for each queue. You can use a common rule for multiple queues.
", "Enabled for":"Users by admins, makers, or analysts", "Public preview date":"", "GA date":"07/11/2025", "Public Preview Release Wave":"", "GA Release Wave":"2025 release wave 1", "Release Plan ID":"73aa42f9-6315-f011-998a-6045bddb894e", "Last Gitcommit date":"05/14/2026", "GeographicAreasDetails":["Asia Pacific (Jul 11, 2025)","Australia (Jul 11, 2025)"] }, { "ProductId":"bf2f17ac-715d-e911-a968-000d3a4e32b5", "Product name":"Dynamics 365 Customer Service", "Feature name":"Manage evaluation volume using sampling", "Investment area":"Copilot and AI innovation", "Business value":"Advanced sampling with Quality Evaluation Agent lets you decide exactly how many interactions to review. By combining sampling with condition-based evaluation plans, you can grow your quality program without adding unnecessary work or costs. This approach helps you cut through the noise and focus on the interactions that matter most, so your team stays efficient and your budget stays on track.
", "Feature details":"Evaluation plans now support advanced sampling in addition to existing condition builders. Supervisors define conditions to identify relevant interactions and then apply sampling rules to control how many of those interactions are evaluated in each run.
Sampling is available in evaluation plans configured with a recurring frequency for cases. Supervisors can configure sampling settings such as sampling mode, value, and selection strategy to determine how records are chosen from the filtered results.
Sampling mode options include:
By combining conditions with sampling, supervisors can keep evaluations focused and manageable while maintaining representative quality insights. Sampling integrates seamlessly with scheduled evaluation plans, enabling teams to balance coverage, cost, and operational load as quality programs scale.
", "Enabled for":"Users by admins, makers, or analysts", "Public preview date":"", "GA date":"04/17/2026", "Public Preview Release Wave":"", "GA Release Wave":"2026 release wave 1", "Release Plan ID":"bf6e147d-28fe-f011-8407-6045bdefe3b8", "Last Gitcommit date":"06/17/2026", "GeographicAreasDetails":["Asia Pacific (Apr 3, 2026)","Australia (Apr 17, 2026)","Brazil (Apr 10, 2026)","Canada (Mar 27, 2026)","China (Apr 3, 2026)","Europe (Apr 10, 2026)","France (Mar 27, 2026)","Germany (Mar 27, 2026)","India (Mar 27, 2026)","Italy (Mar 27, 2026)","Japan (Apr 3, 2026)","New Zealand (Apr 17, 2026)","Norway (Mar 27, 2026)","Poland (Mar 27, 2026)","Qatar (Apr 3, 2026)","Singapore (Apr 3, 2026)","South Africa (Apr 10, 2026)","South Korea (Mar 27, 2026)","Spain (Apr 10, 2026)","Sweden (Mar 27, 2026)","Switzerland (Apr 10, 2026)","United Arab Emirates (Apr 3, 2026)","United Kingdom (Apr 10, 2026)","United States (Apr 17, 2026)","US DoD (Not Supported)","US GCC (Not Supported)","US GCC High (Not Supported)","US Gov (Not Supported)","US Nat (Not Supported)","US Sec (Not Supported)"], "LanguageAreasDetails":["Arabic (Apr 17, 2026)","Chinese (Simplified) (Apr 17, 2026)","Chinese (Traditional) (Apr 17, 2026)","Czech (Apr 17, 2026)","Danish (Apr 17, 2026)","Dutch (Apr 17, 2026)","English (Australia) (Not Supported)","English (Canada) (Not Supported)","English (United Kingdom) (Not Supported)","English (United States) (Apr 17, 2026)","Finnish (Apr 17, 2026)","French (Apr 17, 2026)","French (Canada) (Not Supported)","German (Apr 17, 2026)","Greek (Apr 17, 2026)","Hebrew (Apr 17, 2026)","Hindi (Apr 17, 2026)","Indonesian (Apr 17, 2026)","Italian (Apr 17, 2026)","Japanese (Apr 17, 2026)","Korean (Apr 17, 2026)","Norwegian (Bokmål) (Apr 17, 2026)","Polish (Apr 17, 2026)","Portuguese (Brazil) (Apr 17, 2026)","Portuguese (Portugal) (Apr 17, 2026)","Russian (Apr 17, 2026)","Spanish (Apr 17, 2026)","Spanish (Mexico) (Not Supported)","Spanish (United States) (Not Supported)","Swedish (Apr 17, 2026)","Thai (Apr 17, 2026)","Turkish (Apr 17, 2026)","Vietnamese (Apr 17, 2026)"] }, { "ProductId":"bf2f17ac-715d-e911-a968-000d3a4e32b5", "Product name":"Dynamics 365 Customer Service", "Feature name":"Improve customer outcomes with Service Agent in Microsoft 365 Copilot", "Investment area":"Copilot and AI innovation", "Business value":"Bring the familiar Microsoft 365 Copilot Chat experience directly into Dynamics 365 Customer Service, so supervisors, leads, and customer service representatives can get answers, summarize work, and take next steps using both Dynamics 365 data and Microsoft 365 context, without switching tools.
", "Feature details":"Microsoft 365 Copilot Chat is becoming a consistent way that users interact with AI across Microsoft experiences. With this update, that same chat experience is available in Dynamics 365 Customer Service, with service-aware grounding and workflows.
Service users can start in Microsoft 365 Copilot Chat and then:
Case and custom record summaries help admins quickly catch up on a case or relevant record. When you configure related records to show a summary in the same summarization control, support reps can quickly see if any related records to a case contain critical information and updates they need to review. They can also get a summary of those updates.
", "Feature details":"You can summarize related records within a case and custom record summary.
This feature helps support representatives:
Administrators can turn on this feature and set up the field that defines the relationship between the base entity and related entities in the Copilot Service admin center.
With this feature, support reps and admins can customize the summarization experience. For example, you can customize the experience for a custom entity, such as Work Order. You can configure case summaries to show linked work order summaries in descending order by the modification date. Service reps can select Summarize more records to generate extra work order summaries. This option lets them quickly review business details without opening each related record.
", "Enabled for":"Users by admins, makers, or analysts", "Public preview date":"", "GA date":"05/02/2025", "Public Preview Release Wave":"", "GA Release Wave":"2025 release wave 1", "Release Plan ID":"8b7e72de-ad1c-f011-9989-7c1e52199c3e", "Last Gitcommit date":"01/08/2026" }, { "ProductId":"bf2f17ac-715d-e911-a968-000d3a4e32b5", "Product name":"Dynamics 365 Customer Service", "Feature name":"Customize formatting and headers for case and custom record summaries", "Investment area":"Copilot and AI innovation", "Business value":"Case and custom record summaries help users catch up on lengthy, long-running cases and custom records. These summaries often include dense text. This feature helps structure the content so users can catch up quickly.
", "Feature details":"When you customize the formatting for case and custom record summaries, you can organize your content. This customization makes it easier for service representatives to read records. It also helps representatives quickly bring up important information from their cases so they can provide customer service faster.
The feature includes the following capabilities:
Case Management Agent can now be configured in minutes, significantly accelerating automation rollout. The streamlined setup experience reduces reliance on specialized admin expertise, minimizes configuration errors through built‑in previews and validation checks, and helps organizations deploy AI-driven case management faster and with greater confidence.
", "Feature details":"The key configuration enhancements for setting up Case Management Agent in the Copilot Service admin center are as follows:
Case Management Agent saves customer service representatives time by automating case details during live chats and from incoming emails. It reduces conversation wrap-up time. By sending follow-up emails and resolving cases automatically, the agent improves service representative efficiency and satisfaction by eliminating manual administrative tasks. The agent also identifies experts automatically and prompts customer service representatives to collaborate with them directly through Teams chat. It provides a seamless experience by automatically summarizing the case context. Collaboration summaries integrate into the application, enhancing the knowledge base and minimizing the need for future collaborations.
", "Feature details":"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.
", "Enabled for":"Users by admins, makers, or analysts", "Public preview date":"04/10/2025", "GA date":"10/31/2025", "Public Preview Release Wave":"2025 release wave 1", "GA Release Wave":"2025 release wave 2", "Release Plan ID":"b852f18d-9d87-ef11-ac21-7c1e524913e3", "Last Gitcommit date":"04/02/2026", "GeographicAreasDetails":["Asia Pacific (Oct 31, 2025)","Australia (May 31, 2025)","Brazil (May 31, 2025)","Canada (May 31, 2025)","China (Oct 31, 2025)","Europe (Oct 31, 2025)","France (Oct 31, 2025)","Germany (Oct 31, 2025)","India (Oct 31, 2025)","Italy (Oct 31, 2025)","Japan (Oct 31, 2025)","New Zealand (Oct 31, 2025)","Norway (Oct 31, 2025)","Poland (Oct 31, 2025)","Qatar (Oct 31, 2025)","Singapore (Oct 31, 2025)","South Africa (Oct 31, 2025)","South Korea (Oct 31, 2025)","Spain (Oct 31, 2025)","Sweden (Oct 31, 2025)","Switzerland (Oct 31, 2025)","United Arab Emirates (Oct 31, 2025)","United Kingdom (Oct 31, 2025)","United States (Oct 31, 2025)","US DoD (Apr 2026)","US GCC (Apr 2026)","US GCC High (Apr 2026)","US Gov (Apr 2026)","US Nat (Apr 2026)","US Sec (Apr 2026)"], "LanguageAreasDetails":["Arabic (Jan 31, 2026)","Chinese (Simplified) (Jan 31, 2026)","Chinese (Traditional) (Not Supported)","Czech (Jan 31, 2026)","Danish (Jan 31, 2026)","Dutch (Jan 31, 2026)","English (Australia) (Not Supported)","English (Canada) (Not Supported)","English (United Kingdom) (Not Supported)","English (United States) (Oct 31, 2025)","Finnish (Jan 31, 2026)","French (Jan 31, 2026)","French (Canada) (Not Supported)","German (Jan 31, 2026)","Greek (Jan 31, 2026)","Hebrew (Jan 31, 2026)","Hindi (Not Supported)","Indonesian (Not Supported)","Italian (Jan 31, 2026)","Japanese (Jan 31, 2026)","Korean (Jan 31, 2026)","Norwegian (Bokmål) (Jan 31, 2026)","Polish (Jan 31, 2026)","Portuguese (Brazil) (Jan 31, 2026)","Portuguese (Portugal) (Not Supported)","Russian (Jan 31, 2026)","Spanish (Jan 31, 2026)","Spanish (Mexico) (Not Supported)","Spanish (United States) (Not Supported)","Swedish (Jan 31, 2026)","Thai (Jan 31, 2026)","Turkish (Jan 31, 2026)","Vietnamese (Jan 31, 2026)"] }, { "ProductId":"bf2f17ac-715d-e911-a968-000d3a4e32b5", "Product name":"Dynamics 365 Customer Service", "Feature name":"View the enhanced user experience for Copilot summaries", "Investment area":"Copilot and AI innovation", "Business value":"Case summaries and custom record summaries help users get up to speed with their cases or other records. This benefit drives efficiencies for customer service representatives across their workflows. By being available in a new user interface at the top of the form, all users can easily access these features. The functionality and behavior of the summaries stay the same. Users of any model-driven app that uses the incident entity, except for Copilot Service Workspace and Copilot Service Hub, get this feature by default.
", "Feature details":"As part of this update, the Case Summary and Custom Record Summary features in Dynamics 365 Customer Service appear at the top of the form. You don't need to configure a custom control to enable the feature. Also, the case summary feature is enabled by default for any users of any model-driven app that uses the incident entity. This change applies to all forms except four out-of-the-box forms: Case for Interactive experience, Enhanced full case form, Case, and Case for Multisession experience.
This change doesn't affect the summarization feature. For example, the following actions are still available:
Auto-enable Case Summarization guidelines
The feature doesn't automatically turn on case summary for organizations that opt out of auto-enablement of Copilot features.
", "Enabled for":"Users by admins, makers, or analysts", "Public preview date":"", "GA date":"05/09/2025", "Public Preview Release Wave":"", "GA Release Wave":"2025 release wave 1", "Release Plan ID":"55e61480-4004-f011-bae2-000d3a990cc2", "Last Gitcommit date":"08/07/2025" }, { "ProductId":"bf2f17ac-715d-e911-a968-000d3a4e32b5", "Product name":"Dynamics 365 Customer Service", "Feature name":"Define critical questions in evaluation criteria", "Investment area":"Copilot and AI innovation", "Business value":"Critical questions in evaluation criteria ensure evaluations accurately reflect business‑critical quality standards. Supervisors can define non‑negotiable questions within evaluation criteria that automatically fail evaluations when interactions don't meet required standards.
", "Feature details":"The critical questions feature allows supervisors to mark one or more questions within an evaluation criterion as critical and define the specific responses that result in a failure.
When the evaluation criteria are applied during an evaluation run and if any critical question fails, the entire evaluation is automatically marked as failed, regardless of other scores. This criteria ensures that business‑essential requirements such as compliance, safety, or mandatory disclosures are always enforced.
Critical questions integrate seamlessly with the Quality Evaluation Agent framework including criteria versioning and simulations allowing supervisors to validate changes before publishing while maintaining consistent, auditable quality outcomes.
", "Enabled for":"Users by admins, makers, or analysts", "Public preview date":"", "GA date":"04/17/2026", "Public Preview Release Wave":"", "GA Release Wave":"2026 release wave 1", "Release Plan ID":"1ee2c0f1-25fe-f011-8407-6045bdefe3b8", "Last Gitcommit date":"05/14/2026", "GeographicAreasDetails":["Asia Pacific (Apr 3, 2026)","Australia (Apr 17, 2026)","Brazil (Apr 10, 2026)","Canada (Mar 27, 2026)","China (Apr 3, 2026)","Europe (Apr 10, 2026)","France (Mar 27, 2026)","Germany (Mar 27, 2026)","India (Mar 27, 2026)","Italy (Mar 27, 2026)","Japan (Apr 3, 2026)","New Zealand (Apr 17, 2026)","Norway (Mar 27, 2026)","Poland (Mar 27, 2026)","Qatar (Apr 3, 2026)","Singapore (Apr 3, 2026)","South Africa (Apr 10, 2026)","South Korea (Mar 27, 2026)","Spain (Apr 10, 2026)","Sweden (Mar 27, 2026)","Switzerland (Apr 10, 2026)","United Arab Emirates (Apr 3, 2026)","United Kingdom (Apr 10, 2026)","United States (Apr 17, 2026)","US DoD (Not Supported)","US GCC (Not Supported)","US GCC High (Not Supported)","US Gov (Not Supported)","US Nat (Not Supported)","US Sec (Not Supported)"], "LanguageAreasDetails":["Arabic (Apr 17, 2026)","Chinese (Simplified) (Apr 17, 2026)","Chinese (Traditional) (Apr 17, 2026)","Czech (Apr 17, 2026)","Danish (Apr 17, 2026)","Dutch (Apr 17, 2026)","English (Australia) (Not Supported)","English (Canada) (Not Supported)","English (United Kingdom) (Not Supported)","English (United States) (Apr 17, 2026)","Finnish (Apr 17, 2026)","French (Apr 17, 2026)","French (Canada) (Not Supported)","German (Apr 17, 2026)","Greek (Apr 17, 2026)","Hebrew (Apr 17, 2026)","Hindi (Apr 17, 2026)","Indonesian (Apr 17, 2026)","Italian (Apr 17, 2026)","Japanese (Apr 17, 2026)","Korean (Apr 17, 2026)","Norwegian (Bokmål) (Apr 17, 2026)","Polish (Apr 17, 2026)","Portuguese (Brazil) (Apr 17, 2026)","Portuguese (Portugal) (Apr 17, 2026)","Russian (Apr 17, 2026)","Spanish (Apr 17, 2026)","Spanish (Mexico) (Not Supported)","Spanish (United States) (Not Supported)","Swedish (Apr 17, 2026)","Thai (Apr 17, 2026)","Turkish (Apr 17, 2026)","Vietnamese (Apr 17, 2026)"] }, { "ProductId":"bf2f17ac-715d-e911-a968-000d3a4e32b5", "Product name":"Dynamics 365 Customer Service", "Feature name":"Configure custom instructions in Copilot Ask a question", "Investment area":"Copilot and AI innovation", "Business value":"Custom instructions help Copilot deliver consistent, on‑brand, and preference‑aligned responses without requiring users to restate context. Organizations can define how Copilot should behave including tone, depth, format, and constraints to improve response quality, user satisfaction, and trust.
", "Feature details":"Custom instructions let organizations define persistent preferences that guide how Copilot responds in Ask a question. Instead of providing the same guidance in every prompt, customers can specify upfront how they want Copilot to behave across conversations.
Instruction types can include:
How it works
After you save custom instructions, Copilot automatically applies them to future interactions. Copilot uses these instructions as a guiding layer when generating responses, helping ensure consistent behavior while still adapting to each prompt.
", "Enabled for":"Users by admins, makers, or analysts", "Public preview date":"", "GA date":"02/28/2026", "Public Preview Release Wave":"", "GA Release Wave":"2025 release wave 2", "Release Plan ID":"39e76215-4e01-f111-8407-6045bda6fd8f", "Last Gitcommit date":"05/21/2026" }, { "ProductId":"bf2f17ac-715d-e911-a968-000d3a4e32b5", "Product name":"Dynamics 365 Customer Service", "Feature name":"Update knowledge base using Customer Knowledge Management Agent", "Investment area":"Copilot and AI innovation", "Business value":"Customer Knowledge Management Agent automatically turns untapped case and case-related conversation data into knowledge that supports your contact center. Customer Knowledge Management Agent harvests knowledge from cases in real time as service representatives close cases, helping your contact center respond to emerging issues in minutes. You don't have to wait weeks or months for long knowledge lifecycles. With historical article creation, Customer Knowledge Management Agent helps you quickly turn your historical case data (including case-related conversations, emails, case notes, and other details) into ready-to-use knowledge articles.
With actionable knowledge insights, supervisors and content managers monitor Customer Knowledge Management Agent and the health and usage of knowledge that Copilot uses. Tailored analytics empower users to enhance the quality and relevance of knowledge articles, resulting in more accurate Copilot guidance. This feature boosts productivity and decision-making accuracy, leading to improved user satisfaction and operational efficiency.
", "Feature details":"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 can even update existing articles with new information. 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.
", "Enabled for":"Users by admins, makers, or analysts", "Public preview date":"03/31/2025", "GA date":"10/31/2025", "Public Preview Release Wave":"2024 release wave 2", "GA Release Wave":"2025 release wave 2", "Release Plan ID":"17bd737e-24e2-ee11-904d-000d3a55b688", "Last Gitcommit date":"06/11/2026", "GeographicAreasDetails":["Asia Pacific (Apr 1, 2025)","Australia (Apr 1, 2025)","Brazil (Apr 1, 2025)","Canada (Apr 1, 2025)","Europe (Apr 1, 2025)","France (Mar 31, 2025)","Germany (Apr 1, 2025)","India (Apr 1, 2025)","Japan (Apr 1, 2025)","Norway (Apr 1, 2025)","Singapore (Apr 1, 2025)","South Africa (Apr 1, 2025)","South Korea (Apr 1, 2025)","Switzerland (Apr 1, 2025)","United Arab Emirates (Apr 1, 2025)","United Kingdom (Apr 1, 2025)","United States (Apr 1, 2025)","US GCC (Jun 2026)","US GCC High (Jun 2026)"], "LanguageAreasDetails":["Arabic (Mar 30, 2026)","Chinese (Simplified) (Mar 30, 2026)","Czech (Mar 30, 2026)","Danish (Mar 30, 2026)","Dutch (Mar 30, 2026)","English (United States) (Mar 30, 2025)","Finnish (Mar 30, 2026)","French (Mar 30, 2026)","German (Mar 30, 2026)","Greek (Mar 30, 2026)","Hebrew (Mar 30, 2026)","Italian (Mar 30, 2026)","Japanese (Mar 30, 2026)","Korean (Mar 30, 2026)","Norwegian (Bokmål) (Mar 30, 2026)","Polish (Mar 30, 2026)","Portuguese (Brazil) (Mar 30, 2026)","Russian (Mar 30, 2026)","Spanish (Mar 30, 2026)","Swedish (Mar 30, 2026)","Thai (Mar 30, 2026)","Turkish (Mar 30, 2026)"] }, { "ProductId":"bf2f17ac-715d-e911-a968-000d3a4e32b5", "Product name":"Dynamics 365 Customer Service", "Feature name":"Extend Quality Evaluation Agent evaluation criteria", "Investment area":"Copilot and AI innovation", "Business value":"Extend Quality Evaluation Agent evaluation criteria to standardize quality across the organization while enabling teams to adapt criteria to their unique workflows.
", "Feature details":"Extend quality standards with governance, versioning, and transparent outcomes.
Together, these capabilities allow teams to evolve quality standards at scale while maintaining governance, consistency, and clarity across all customer engagements.
", "Enabled for":"Users by admins, makers, or analysts", "Public preview date":"", "GA date":"02/06/2026", "Public Preview Release Wave":"", "GA Release Wave":"2025 release wave 2", "Release Plan ID":"5fe0cb66-18fe-f011-8407-6045bdefe3b8", "Last Gitcommit date":"05/21/2026", "GeographicAreasDetails":["United States (Feb 6, 2026)"] }, { "ProductId":"bf2f17ac-715d-e911-a968-000d3a4e32b5", "Product name":"Dynamics 365 Customer Service", "Feature name":"Tag knowledge articles for verbatim responses in Copilot", "Investment area":"Copilot and AI innovation", "Business value":"For organizations in highly regulated sectors, granular control over how Copilot presents knowledge to service representatives is essential. Enhanced verbatim response support lets organizations tag knowledge articles. Copilot then returns the content verbatim and provides a direct content viewing experience in Ask a question.
", "Feature details":"Enhanced verbatim responses provide the following capabilities:
Inline Copilot boosts service representative productivity by reducing manual effort during email composition. When service representatives add extra content with Copilot's help, they improve the quality of the emails. This flexibility lets service representatives include relevant information, which enhances the accuracy and overall quality of the emails. By cutting down on back-and-forth interactions, this approach raises customer satisfaction (CSAT).
", "Feature details":"Customer service representatives can now use the inline email Copilot feature while drafting an email. With this feature, they can get AI assistance at any point during email composition. This enhancement helps representatives generate relevant partial drafts by using the existing email assist functionality. It seamlessly integrates with the ongoing content-boosting efficiency and response quality.
![\"Copilot](\"media/copilot-partial-draft.png\" "\\"Copilot")
You can use this functionality in the inline editor only. It's not available in the Copilot help pane.
", "Enabled for":"Users by admins, makers, or analysts", "Public preview date":"07/31/2025", "GA date":"10/31/2025", "Public Preview Release Wave":"2025 release wave 1", "GA Release Wave":"2025 release wave 2", "Release Plan ID":"ad071798-a981-ef11-ac21-6045bddc55e6", "Last Gitcommit date":"11/18/2025", "GeographicAreasDetails":["Asia Pacific (Nov 2025)","Australia (Nov 2025)","Brazil (Nov 2025)","Canada (Nov 2025)","China (Nov 2025)","Europe (Nov 2025)","France (Nov 2025)","Germany (Nov 2025)","India (Nov 2025)","Italy (Nov 2025)","Japan (Nov 2025)","New Zealand (Nov 2025)","Norway (Nov 2025)","Poland (Nov 2025)","Qatar (Nov 2025)","Singapore (Nov 2025)","South Africa (Nov 2025)","South Korea (Nov 2025)","Spain (Nov 2025)","Sweden (Nov 2025)","Switzerland (Nov 2025)","United Arab Emirates (Nov 2025)","United Kingdom (Nov 2025)","United States (Nov 2025)","US DoD (Nov 2025)","US GCC (Nov 2025)","US GCC High (Nov 2025)","US Gov (Nov 2025)","US Nat (Nov 2025)","US Sec (Nov 2025)"] }, { "ProductId":"bf2f17ac-715d-e911-a968-000d3a4e32b5", "Product name":"Dynamics 365 Customer Service", "Feature name":"Support multilingual evaluation criteria", "Investment area":"Copilot and AI innovation", "Business value":"Multi‑language evaluation criteria enable supervisors to define quality standards in the languages used by their teams and customers. Evaluations return results in the same language, improving clarity, adoption, and trust in quality outcomes across regions.
", "Feature details":"Supervisors can define evaluation criteria in a chosen language, including questions, instructions, and scoring. Quality Evaluation Agent evaluates customer engagements and returns outcomes, explanations, and insights in the same language end‑to‑end.
Language‑specific criteria integrate seamlessly with Quality Evaluation Agent capabilities such as versioning and simulation, enabling teams to validate changes and evolve quality standards confidently. This supports global organizations in scaling quality programs while accommodating multilingual customer engagements and localized operations.
", "Enabled for":"Users by admins, makers, or analysts", "Public preview date":"", "GA date":"02/27/2026", "Public Preview Release Wave":"", "GA Release Wave":"2025 release wave 2", "Release Plan ID":"3f1a518d-24fe-f011-8407-6045bdefe3b8", "Last Gitcommit date":"05/21/2026" }, { "ProductId":"bf2f17ac-715d-e911-a968-000d3a4e32b5", "Product name":"Dynamics 365 Customer Service", "Feature name":"Evaluate cases with Quality Evaluation Agent", "Investment area":"Copilot and AI innovation", "Business value":"Quality Evaluation Agent automatically reviews cases and assigns quality scores along with detailed evaluation insights. These insights help supervisors to identify improvement areas and enhance case-handling quality.
The Evaluation Framework defines business quality standards for all agents, human and AI, using comprehensive evaluation criteria. With predefined evaluation plans, the framework automatically assesses case interactions based on specific conditions.
", "Feature details":"The Quality Evaluation Agent for case evaluations enables supervisors to automatically assess support case records using customizable evaluation criteria. Available in Dynamics 365 Customer Service and managed through the Copilot Service admin center, this feature allows administrators to enable or disable the Quality Evaluation Agent and ensures that only authorized users with the required permissions can access evaluation results.
Supervisors can define evaluation criteria using natural language or structured templates, assign scoring weights, and configure evaluation plans to run on-demand or at scheduled intervals. Evaluations are performed by the Quality Evaluation Agent and surfaced in the dashboard with actionable insights, detailed scoring breakdowns, and coaching recommendations.
", "Enabled for":"Users by admins, makers, or analysts", "Public preview date":"", "GA date":"10/24/2025", "Public Preview Release Wave":"", "GA Release Wave":"2025 release wave 2", "Release Plan ID":"a8439a52-4516-f011-998a-7c1e526a61fc", "Last Gitcommit date":"05/21/2026", "GeographicAreasDetails":["Asia Pacific (Oct 24, 2025)","Australia (Oct 24, 2025)","Brazil (Oct 24, 2025)","Canada (Oct 24, 2025)","China (Oct 24, 2025)","Europe (Oct 24, 2025)","France (Oct 24, 2025)","Germany (Oct 24, 2025)","India (Oct 24, 2025)","Italy (Oct 24, 2025)","Japan (Oct 24, 2025)","New Zealand (Oct 24, 2025)","Norway (Oct 24, 2025)","Poland (Oct 24, 2025)","Qatar (Oct 24, 2025)","Singapore (Oct 24, 2025)","South Africa (Oct 24, 2025)","South Korea (Oct 24, 2025)","Spain (Oct 24, 2025)","Sweden (Oct 24, 2025)","Switzerland (Oct 24, 2025)","United Arab Emirates (Oct 24, 2025)","United Kingdom (Oct 24, 2025)","United States (Oct 24, 2025)","US DoD (Not Supported)","US GCC (Not Supported)","US GCC High (Not Supported)","US Gov (Not Supported)","US Nat (Not Supported)","US Sec (Not Supported)"], "LanguageAreasDetails":["Arabic (Feb 6, 2026)","Chinese (Simplified) (Feb 6, 2026)","Chinese (Traditional) (Feb 6, 2026)","Czech (Feb 6, 2026)","Danish (Feb 6, 2026)","Dutch (Feb 6, 2026)","English (Australia) (Not Supported)","English (Canada) (Not Supported)","English (United Kingdom) (Not Supported)","English (United States) (Feb 6, 2026)","Finnish (Feb 6, 2026)","French (Feb 6, 2026)","French (Canada) (Not Supported)","German (Feb 6, 2026)","Greek (Feb 6, 2026)","Hebrew (Feb 6, 2026)","Hindi (Feb 6, 2026)","Indonesian (Feb 6, 2026)","Italian (Feb 6, 2026)","Japanese (Feb 6, 2026)","Korean (Feb 6, 2026)","Norwegian (Bokmål) (Feb 6, 2026)","Polish (Feb 6, 2026)","Portuguese (Brazil) (Feb 6, 2026)","Portuguese (Portugal) (Feb 6, 2026)","Russian (Feb 6, 2026)","Spanish (Feb 6, 2026)","Spanish (Mexico) (Not Supported)","Spanish (United States) (Not Supported)","Swedish (Feb 6, 2026)","Thai (Feb 6, 2026)","Turkish (Feb 6, 2026)","Vietnamese (Feb 6, 2026)"] }, { "ProductId":"bf2f17ac-715d-e911-a968-000d3a4e32b5", "Product name":"Dynamics 365 Customer Service", "Feature name":"Evaluate emails with Quality Evaluation Agent", "Investment area":"Copilot and AI innovation", "Business value":"Quality Evaluation Agent automatically reviews email records and assigns quality scores along with detailed evaluation insights. These insights help supervisors to identify improvement areas and enhance the quality of customer interactions.
The Evaluation Framework defines business quality standards for both representatives and agents, using comprehensive evaluation criteria. With predefined evaluation plans, the framework automatically assesses email interactions based on specific conditions.
", "Feature details":"The Quality Evaluation Agent for email evaluations enables supervisors to automatically assess support case records using customizable evaluation criteria. Available in Dynamics 365 Customer Service and managed through the Copilot Service admin center, this feature allows administrators to enable or disable the agent and ensures that only authorized users with the required permissions can access evaluation results.
Supervisors can define evaluation criteria using natural language or structured templates, assign scoring weights, and configure evaluation plans to run on demand or at scheduled intervals. The Quality Evaluation Agent performs evaluations and provides results in a dashboard with actionable insights, detailed scoring breakdowns, and coaching recommendations.
", "Enabled for":"Users by admins, makers, or analysts", "Public preview date":"04/17/2026", "GA date":"", "Public Preview Release Wave":"2026 release wave 1", "GA Release Wave":"", "Release Plan ID":"589baf8b-e408-f111-8407-000d3a57304d", "Last Gitcommit date":"06/17/2026", "GeographicAreasDetails":["Asia Pacific (Apr 3, 2026)","Australia (Apr 17, 2026)","Brazil (Apr 10, 2026)","Canada (Mar 27, 2026)","China (Apr 3, 2026)","Europe (Apr 10, 2026)","France (Mar 27, 2026)","Germany (Mar 27, 2026)","India (Mar 27, 2026)","Italy (Mar 27, 2026)","Japan (Apr 3, 2026)","New Zealand (Apr 17, 2026)","Norway (Mar 27, 2026)","Poland (Mar 27, 2026)","Qatar (Apr 3, 2026)","Singapore (Apr 3, 2026)","South Africa (Apr 10, 2026)","South Korea (Mar 27, 2026)","Spain (Apr 10, 2026)","Sweden (Mar 27, 2026)","Switzerland (Apr 10, 2026)","United Arab Emirates (Apr 3, 2026)","United Kingdom (Apr 10, 2026)","United States (Apr 17, 2026)","US DoD (Not Supported)","US GCC (Not Supported)","US GCC High (Not Supported)","US Gov (Not Supported)","US Nat (Not Supported)","US Sec (Not Supported)"], "LanguageAreasDetails":["Arabic (Apr 17, 2026)","Chinese (Simplified) (Apr 17, 2026)","Chinese (Traditional) (Apr 17, 2026)","Czech (Apr 17, 2026)","Danish (Apr 17, 2026)","Dutch (Apr 17, 2026)","English (Australia) (Not Supported)","English (Canada) (Not Supported)","English (United Kingdom) (Not Supported)","English (United States) (Apr 17, 2026)","Finnish (Apr 17, 2026)","French (Apr 17, 2026)","French (Canada) (Not Supported)","German (Apr 17, 2026)","Greek (Apr 17, 2026)","Hebrew (Apr 17, 2026)","Hindi (Apr 17, 2026)","Indonesian (Apr 17, 2026)","Italian (Apr 17, 2026)","Japanese (Apr 17, 2026)","Korean (Apr 17, 2026)","Norwegian (Bokmål) (Apr 17, 2026)","Polish (Apr 17, 2026)","Portuguese (Brazil) (Apr 17, 2026)","Portuguese (Portugal) (Apr 17, 2026)","Russian (Apr 17, 2026)","Spanish (Apr 17, 2026)","Spanish (Mexico) (Not Supported)","Spanish (United States) (Not Supported)","Swedish (Apr 17, 2026)","Thai (Apr 17, 2026)","Turkish (Apr 17, 2026)","Vietnamese (Apr 17, 2026)"] }, { "ProductId":"bf2f17ac-715d-e911-a968-000d3a4e32b5", "Product name":"Dynamics 365 Customer Service", "Feature name":"Evaluate cases in bulk with Quality Evaluation Agent", "Investment area":"Copilot and AI innovation", "Business value":"Quality Evaluation Agent bulk case evaluation automates scheduled assessments across targeted cases, enabling consistent quality monitoring, early issue detection, and reliable performance measurement without manual effort.
", "Feature details":"Schedule, run, and track quality evaluations across cases automatically.
Quality Evaluation Agent bulk cases evaluation lets supervisors create evaluation plans directly on case records and execute them on a defined schedule (for example, daily). Each plan targets a specific subset of cases based on supervisor‑defined conditions, ensuring evaluations focus on the most relevant interactions.
Supervisors can edit evaluation plans at any time, with updates applied to future runs while past executions remain preserved for reference. Every execution is logged in a run history view, providing full visibility into when evaluations ran, which cases were included, and how quality outcomes evolved over time.
Bulk evaluations automatically reference the published evaluation criteria version active at runtime. This ensures consistent and traceable quality measurements as standards evolve.
", "Enabled for":"Users by admins, makers, or analysts", "Public preview date":"10/24/2025", "GA date":"03/20/2026", "Public Preview Release Wave":"2025 release wave 2", "GA Release Wave":"2025 release wave 2", "Release Plan ID":"dea4d0e7-1afe-f011-8407-6045bdefe3b8", "Last Gitcommit date":"03/26/2026" }, { "ProductId":"bf2f17ac-715d-e911-a968-000d3a4e32b5", "Product name":"Dynamics 365 Customer Service", "Feature name":"Manage criteria versions for Quality Evaluation Agent", "Investment area":"Copilot and AI innovation", "Business value":"Quality Evaluation Agent criteria versioning allows supervisors to update and improve evaluation criteria while protecting ongoing customer engagement measurements. It enables teams to iterate, validate, and refine criteria without disrupting active quality runs, ensuring consistency, reliability, and operational continuity across the organization.
", "Feature details":"Use built‑in versioning to edit, test, and publish evaluation criteria.
Quality Evaluation Agent criteria versioning enables supervisors to update evaluation criteria that are actively used to measure customer engagement quality. Each modification automatically generates a new version, ensuring that ongoing evaluations continue to run against the previously published version without interruption.
All versions are available in the evaluation criteria Versioning History tab, providing complete visibility into how the criteria have evolved. Supervisors can review earlier versions, restore any version to make it the current one, or discard draft updates as required.
To support informed publishing decisions, supervisors can run simulations on any criteria version to preview Quality Evaluation Agent generated outcomes. Simulation results remain visible only to the supervisor and aren't stored in customer engagement records or reflected in organizational quality scores. This allows teams to validate changes, fine‑tune instructions, and confirm expected behavior before releasing updated criteria for live evaluations.
", "Enabled for":"Users by admins, makers, or analysts", "Public preview date":"", "GA date":"02/06/2026", "Public Preview Release Wave":"", "GA Release Wave":"2025 release wave 2", "Release Plan ID":"a5ced3dd-0ffe-f011-8407-6045bdefe3b8", "Last Gitcommit date":"05/21/2026", "GeographicAreasDetails":["United States (Feb 6, 2026)"] }, { "ProductId":"bf2f17ac-715d-e911-a968-000d3a4e32b5", "Product name":"Dynamics 365 Customer Service", "Feature name":"Validate criteria using Quality Evaluation Agent simulation", "Investment area":"Copilot and AI innovation", "Business value":"Quality Evaluation Agent simulation enables supervisors and quality managers to validate new or revised evaluation criteria against real customer engagement data and review predicted outcomes prior to broad deployment. This minimizes trial‑and‑error, promotes alignment on expected quality standards, and strengthens confidence in automated evaluations by ensuring that criteria work as intended before being used in recurring assessments.
", "Feature details":"Simulate evaluation criteria on a controlled set of real customer engagements to validate Quality Evaluation Agent predictions, iterate, and then publish.
Reduce risk and accelerate AI adoption by validating Case Management Agent performance on real cases without impacting customers or operations.
", "Feature details":"How it works
Enable shadow mode in Case Management Agent settings for selected lines of business or case rules. The system generates predicted outcomes only, including:
No customer‑facing communication is sent and no case data is modified.
A dedicated shadow results view per case shows:
Administrators review shadow results to:
Safely validate Case Management Agent resolution logic before it impacts customers and catch configuration and instruction issues early. Provide clear, reviewable evidence (accuracy, tone, actions) to speed approvals for pilots and autonomous use. Estimate resolution quality, operational impact, and credit usage upfront to justify scope and investment.
", "Feature details":"Scope
Experience
Output: Actionable metrics including resolution accuracy, clarification gaps, failures, tool usage, and estimated credit impact.
Admin and automation
Service representatives often navigate multiple forms, lists, and tools to understand and act on a single case. Copilot transforms this experience into a single AI-orchestrated workspace where cases are preprioritized, context is assembled automatically, and actions are completed with one approval directly in the Copilot pane.
Customers benefit from:
The result is a reimagined service experience where Dynamics 365 becomes the operational cockpit for customer service, bringing together context, decisioning, and execution in one unified surface rather than across disconnected tools.
", "Feature details":"The formless Copilot experience introduces a new case-focused workspace in Dynamics 365 Customer Service, transforming the Copilot pane from a chat assistant into an AI-orchestrated work surface.
The public preview release is available to Dynamics 365 Customer Service users and includes the following features:
Workload and navigation: A prioritized work list ranks cases by AI-computed priority and escalation risk, with conditional formatting that highlights critical work. A side-by-side, split-screen layout keeps the workload grid and active case visible simultaneously, eliminating back-and-forth navigation. Case intelligence: Preassembled case briefings at case open provide a synthesized view of the problem, closure likelihood, pending actions, sentiment, and escalation risk—so representatives start with context instead of building it manually. Prompt library and actions: A curated, out-of-the-box prompt set supports common service scenarios such as case summary, response drafting, and case health checks. Actions render as adaptive cards within the Copilot pane, and all write actions require explicit representative approval before execution. Layout and extensibility: A full-page Copilot experience is configurable by administrators and scoped through Experience Profiles. Role-based entitlements ensure representatives can access only the prompts, actions, and agents assigned to them. Every Copilot run is captured in the Dataverse audit trail.
", "Enabled for":"Users by admins, makers, or analysts", "Public preview date":"04/01/2026", "GA date":"", "Public Preview Release Wave":"2026 release wave 1", "GA Release Wave":"", "Release Plan ID":"20d4d7e0-983a-f111-88b5-0022482aa494", "Last Gitcommit date":"05/14/2026" }, { "ProductId":"bf2f17ac-715d-e911-a968-000d3a4e32b5", "Product name":"Dynamics 365 Customer Service", "Feature name":"Structure content for rich text editor with Copilot", "Investment area":"Copilot and AI innovation", "Business value":"Structured content in the rich text editor enables users to generate consistent, formatted responses using Copilot-powered templates directly within supported experiences in model-driven apps.
Using structured content in the rich text editor helps users standardize communications and improve productivity by reducing manual content creation.
", "Feature details":"Structured content in the rich text editor (RTE) enables organizations to standardize and scale how customer communications are created across records.
Administrators can configure structured content templates that define reusable formats, including predefined fields, layout, and guidance for specific communication scenarios.
Representatives can apply these templates directly to free-form content within records that use the rich text editor control, allowing them to quickly create consistent, compliant responses without starting from scratch. The guided structure ensures that required information is included and formatted correctly, improving clarity and reducing manual effort.
At runtime, Copilot enhances this experience by generating structured output aligned with the selected template. Instead of producing unstructured text, Copilot fills in template fields with contextually relevant content, helping representatives complete responses faster while maintaining consistency with organizational standards.
This combination of administrator-defined structure and Copilot-generated content helps improve productivity, reduce errors, and ensure that customer communications are clear, complete, and aligned with business requirements. It also enables more reliable downstream processing and analytics due to the consistent formatting of captured content.
", "Enabled for":"Users by admins, makers, or analysts", "Public preview date":"04/01/2026", "GA date":"", "Public Preview Release Wave":"2026 release wave 1", "GA Release Wave":"", "Release Plan ID":"e10904ed-b239-f111-88b5-0022482aa494", "Last Gitcommit date":"05/14/2026" }, { "ProductId":"bf2f17ac-715d-e911-a968-000d3a4e32b5", "Product name":"Dynamics 365 Customer Service", "Feature name":"Monitor AI agent activity in agent feed", "Investment area":"Copilot and AI innovation", "Business value":"The agent activity monitoring experience allows supervisors to observe customer interactions when needed, enabling them to improve AI agents and better serve customers. This enables organizations to roll out fully autonomous contact centers to drive cost savings with confidence that there's human monitoring.
", "Feature details":"In Power Apps, the feature is enabled by administrators for supervisors who are operationally responsible for managing AI agents within an organization.
Supervisors can then view the agent activity on their dashboard in Copilot Service workspace. The highlights of the monitoring experience are as follows:
The evaluation framework is the foundation of the quality management solution. It lets supervisors set business quality standards for customer service representatives and AI agents by using detailed evaluation criteria. The framework can automatically assess customer interactions based on specific conditions with evaluation plans.
The framework offers control over score calculations, either through weighted criteria or equal distribution. Additionally, AI supervisors have the option to review scores before they are published.
", "Feature details":"You can manage the quality evaluation framework that you set for Quality Evaluation Agent through the Copilot Service admin center. The evaluation framework enables autonomous and AI-assisted assessments of customer interactions across channels, such as cases and conversations.
The key components of the framework are:
This capability provides an immediate view of customer sentiment, helping agents and supervisors identify potential escalations early and respond proactively. By consolidating sentiment across email, chat, and voice into a single, easy‑to‑interpret indicator, it supports better case prioritization and service decisions. Surfacing sentiment directly in case forms and grids also reduces time spent reviewing interactions, improving agent efficiency and overall service quality.
", "Feature details":"Scope
Experience
Case sentiment appears on the case form, enhanced Active Cases grid, and agent inbox card (when added to the agent profile). It updates automatically when new emails arrive or conversations close, provided sentiment is enabled.
Setup
Output
Displays a sentiment score and icon representing the combined emotional tone of recent interactions. The score reflects channel weight, interaction recency, and per‑interaction sentiment, and recalculates automatically as new interactions are received.
", "Enabled for":"Users by admins, makers, or analysts", "Public preview date":"03/01/2026", "GA date":"04/01/2026", "Public Preview Release Wave":"2025 release wave 2", "GA Release Wave":"2026 release wave 1", "Release Plan ID":"9b542313-5e01-f111-8406-6045bda6fdea", "Last Gitcommit date":"05/14/2026" }, { "ProductId":"bf2f17ac-715d-e911-a968-000d3a4e32b5", "Product name":"Dynamics 365 Customer Service", "Feature name":"Mask sensitive data and prevent unauthorized access", "Investment area":"Omnichannel", "Business value":"To safeguard sensitive data isn't just a necessity, but a mandate for contact centers. As the custodians of customer trust, contact centers are pioneering the use of cutting-edge methods to protect customer data at every stage—acquisition, transmission, and storage. Digital Contact Center Platform steps up to this challenge with its sensitive data masking feature.
This feature provides the following configuration capabilities to prevent unauthorized access and create a secure environment for agents and supervisors to address customer needs.
Transform customer support communication with intelligent template recommendations that reduce response times and remove administrative friction. By using AI to precisely match contextual templates, support teams can greatly reduce manual template searching time, speed up case resolution, and deliver more consistent, accurate customer communications.
", "Feature details":"Copilot email assist now suggests relevant email templates so that service representatives don't need to manually search for templates. 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 if coupled with intent capabilities. For personal copilots, this feature is not charged. Learn more in 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.
![\"Copilot](\"media/email_draft_01.png\" "\\"Copilot")
Representatives see the name of the selected email template. They can select a different email template if they want.
![\"Template](\"media/email_draft_02.png\" "\\"Template")
For representatives to use this feature, administrators must do the following:
Fallback behavior: If no email template is identified, then the email draft is created using existing inline email assist capabilties.
", "Enabled for":"Users by admins, makers, or analysts", "Public preview date":"04/15/2025", "GA date":"10/31/2025", "Public Preview Release Wave":"2025 release wave 1", "GA Release Wave":"2025 release wave 2", "Release Plan ID":"50ee3be7-4ddc-ee11-904d-00224822dc70", "Last Gitcommit date":"04/09/2026", "GeographicAreasDetails":["Asia Pacific (Nov 2025)","Australia (Nov 2025)","Brazil (Nov 2025)","Canada (Nov 2025)","China (Nov 2025)","Europe (Nov 2025)","France (Nov 2025)","Germany (Nov 2025)","India (Nov 2025)","Italy (Nov 2025)","Japan (Nov 2025)","New Zealand (Nov 2025)","Norway (Nov 2025)","Poland (Nov 2025)","Qatar (Nov 2025)","Singapore (Nov 2025)","South Africa (Nov 2025)","South Korea (Nov 2025)","Spain (Nov 2025)","Sweden (Nov 2025)","Switzerland (Nov 2025)","United Arab Emirates (Nov 2025)","United Kingdom (Nov 2025)","United States (Nov 2025)","US DoD (Nov 2025)","US GCC (Nov 2025)","US GCC High (Nov 2025)","US Gov (Nov 2025)","US Nat (Nov 2025)","US Sec (Nov 2025)"] }, { "ProductId":"bf2f17ac-715d-e911-a968-000d3a4e32b5", "Product name":"Dynamics 365 Customer Service", "Feature name":"Connect AI agents using Model Context Protocol server", "Investment area":"Copilot and AI innovation", "Business value":"With this capability, developers can simplify integrations of AI agents. You save significant development time and resources, and your team can focus on higher-value tasks.
Service representatives can connect to their favorite AI agent, such as in Microsoft Teams or Microsoft 365 Copilot, through the Model Context Protocol (MCP) server. Connecting to an AI agent is as easy as installing a new mobile app. When representatives use an AI agent, they increase their productivity. Faster resolution times and improved customer satisfaction follow.
", "Feature details":"Service representatives can now use AI agents to perform rich actions such as case enrichment, drafting and sending email responses, or recommending next steps. With the Dynamics 365 Customer Service MCP server, teams can automate key parts of the support lifecycle while ensuring each interaction complies with your organization’s data and security standards.
Because the MCP server works across the broader MCP ecosystem, you can combine it with the Dataverse MCP server or other business‑app MCP servers to orchestrate cross‑functional workflows. For example, resolving a support case and then triggering downstream actions in ERP or sales systems.
The new Dynamics 365 Customer Service MCP server introduces a powerful set of tools that enable AI‑driven updates, recommendations, and customer communications.
| Tool | What it does |
|---|---|
enrich_case | Enriches a case by predicting and updating fields using AI‑powered suggestions (for example, from an email activity). |
get_next_suggestion_on_case | Provides recommended next steps for a case using contextual signals such as customer messages or case history. |
draft_email_with_suggested_response | Drafts a customer‑ready response using case context and suggested actions. |
send_email | Sends a previously drafted email using Dataverse email records. |
resolve_incident | Resolves a case with required resolution notes. |
These tools allow agents to read, write, and update Dataverse data, enabling cross‑system workflows:
list_tablesdescribe_tableread_querycreate_recordupdate_recordretrieve_knowledgeYou can speed up email responses with intelligent template prompts. Copilot prompts in email templates automatically fill email templates with the prompt content. This feature reduces the service representative's workload and ensures consistent, accurate customer communication.
", "Feature details":"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.
", "Enabled for":"Users by admins, makers, or analysts", "Public preview date":"04/15/2025", "GA date":"10/31/2025", "Public Preview Release Wave":"2025 release wave 1", "GA Release Wave":"2025 release wave 2", "Release Plan ID":"9f44ac91-a981-ef11-ac21-6045bddc55e6", "Last Gitcommit date":"11/18/2025", "GeographicAreasDetails":["Asia Pacific (Nov 2025)","Australia (Nov 2025)","Brazil (Nov 2025)","Canada (Nov 2025)","China (Nov 2025)","Europe (Nov 2025)","France (Nov 2025)","Germany (Nov 2025)","India (Nov 2025)","Italy (Nov 2025)","Japan (Nov 2025)","New Zealand (Nov 2025)","Norway (Nov 2025)","Poland (Nov 2025)","Qatar (Nov 2025)","Singapore (Nov 2025)","South Africa (Nov 2025)","South Korea (Nov 2025)","Spain (Nov 2025)","Sweden (Nov 2025)","Switzerland (Nov 2025)","United Arab Emirates (Nov 2025)","United Kingdom (Nov 2025)","United States (Nov 2025)","US DoD (Nov 2025)","US GCC (Nov 2025)","US GCC High (Nov 2025)","US Gov (Nov 2025)","US Nat (Nov 2025)","US Sec (Nov 2025)"] }, { "ProductId":"bf2f17ac-715d-e911-a968-000d3a4e32b5", "Product name":"Dynamics 365 Customer Service", "Feature name":"Access voice channel features in GCC Moderate", "Investment area":"Omnichannel", "Business value":"Customers in Microsoft Government Community Cloud (GCC) Moderate can now access features from the voice channel in Omnichannel for Customer Service. The GCC is a set of environments built to meet specific needs of US Government agencies and this release supports the voice channel to be a part of it.
", "Feature details":"In this release, the voice channel in Omnichannel for Customer Service will be available for GCC Moderate customers via Azure Communication Services Direct Routing. With this support, customers in government clouds will have access to the following features in the voice channel:
Agent
Bot
Calling and routing
Supervisor
Customer
Customer service representatives need to track the elapsed time since they last helped the customer to meet business service-level agreements (SLAs). Timely responses boost customer satisfaction. When customer satisfaction is high, businesses maintain or grow revenue through brand loyalty.
", "Feature details":"Here are the key details of the feature.
Customer service representatives:
Administrators:
Customers work in many different lines of business, and each line of business needs its own application. With separate applications for each line of business, customers can create unique experiences for different business segments. When you enable the multisession functionality for representatives who use custom model-driven apps, you give organizations the ability to create multiple specialized workspace applications that fit their specific business requirements. By bringing this browser-like experience to custom apps, organizations keep their unique business processes while giving agents the efficiency benefits of concurrent session management.
", "Feature details":"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.
", "Enabled for":"Users by admins, makers, or analysts", "Public preview date":"04/30/2025", "GA date":"10/31/2025", "Public Preview Release Wave":"2025 release wave 1", "GA Release Wave":"2025 release wave 2", "Release Plan ID":"f3bd83a5-8de0-ee11-904d-00224827e88b", "Last Gitcommit date":"11/05/2025" }, { "ProductId":"bf2f17ac-715d-e911-a968-000d3a4e32b5", "Product name":"Dynamics 365 Customer Service", "Feature name":"Override timeout rules in SLA-based automatic actions", "Investment area":"Service representative experiences", "Business value":"In scenarios where a service representative is on leave, needs more response time, or transfers a conversation to a different queue, the service representative can change the flow of the rules for automatic actions.
", "Feature details":"The ability to override ensures that automation doesn't interfere with active or sensitive conversations. It empowers representatives to pause or resume timeout rules based on real customer needs. This flexibility prevents premature conversation closures and builds confidence when working within automated workflows. The override is a critical capability for enterprise customers who require both structured processes and adaptability.
Once enabled, this feature empowers representatives to view and control timeout rules applied to their conversations. Here’s what they can do:
Rules have clear states like Active, Inactive, Just Ran, Turned Off, and Cannot Off when close to triggering. Visual cues and tooltips meet accessibility standards, making it easy for a representative to manage automation without disrupting active engagements.
", "Enabled for":"Users, automatically", "Public preview date":"", "GA date":"01/30/2026", "Public Preview Release Wave":"", "GA Release Wave":"2025 release wave 2", "Release Plan ID":"27e28032-fe7d-ef11-ac21-7c1e52164557", "Last Gitcommit date":"02/25/2026", "GeographicAreasDetails":["Asia Pacific (Jan 30, 2026)","Australia (Jan 30, 2026)","Brazil (Jan 30, 2026)","Canada (Jan 30, 2026)","China (Jan 30, 2026)","Europe (Jan 30, 2026)","France (Jan 30, 2026)","Germany (Jan 30, 2026)","India (Jan 30, 2026)","Italy (Jan 30, 2026)","Japan (Jan 30, 2026)","New Zealand (Jan 30, 2026)","Norway (Jan 30, 2026)","Poland (Jan 30, 2026)","Qatar (Jan 30, 2026)","Singapore (Jan 30, 2026)","South Africa (Jan 30, 2026)","South Korea (Jan 30, 2026)","Spain (Jan 30, 2026)","Sweden (Jan 30, 2026)","Switzerland (Jan 30, 2026)","United Arab Emirates (Jan 30, 2026)","United Kingdom (Jan 30, 2026)","United States (Jan 30, 2026)","US DoD (Jan 30, 2026)","US GCC (Jan 30, 2026)","US GCC High (Jan 30, 2026)","US Gov (Jan 30, 2026)","US Nat (Jan 30, 2026)","US Sec (Jan 30, 2026)"], "LanguageAreasDetails":["Arabic (Jan 30, 2026)","Basque (Jan 30, 2026)","Bulgarian (Jan 30, 2026)","Catalan (Jan 30, 2026)","Chinese (Simplified) (Jan 30, 2026)","Chinese (Traditional) (Jan 30, 2026)","Chinese (Traditional, Hong Kong SAR) (Jan 30, 2026)","Croatian (Jan 30, 2026)","Czech (Jan 30, 2026)","Danish (Jan 30, 2026)","Dutch (Jan 30, 2026)","English (Jan 30, 2026)","Estonian (Jan 30, 2026)","Finnish (Jan 30, 2026)","French (Jan 30, 2026)","Galician (Jan 30, 2026)","German (Jan 30, 2026)","Greek (Jan 30, 2026)","Hebrew (Jan 30, 2026)","Hindi (Jan 30, 2026)","Hungarian (Jan 30, 2026)","Indonesian (Jan 30, 2026)","Italian (Jan 30, 2026)","Japanese (Jan 30, 2026)","Kazakh (Jan 30, 2026)","Korean (Jan 30, 2026)","Latvian (Jan 30, 2026)","Lithuanian (Jan 30, 2026)","Malay (Jan 30, 2026)","Norwegian (Bokmål) (Jan 30, 2026)","Polish (Jan 30, 2026)","Portuguese (Brazil) (Jan 30, 2026)","Portuguese (Portugal) (Jan 30, 2026)","Romanian (Jan 30, 2026)","Russian (Jan 30, 2026)","Serbian (Cyrillic) (Jan 30, 2026)","Serbian (Latin) (Jan 30, 2026)","Slovak (Jan 30, 2026)","Slovenian (Jan 30, 2026)","Spanish (Jan 30, 2026)","Swedish (Jan 30, 2026)","Thai (Jan 30, 2026)","Turkish (Jan 30, 2026)","Ukrainian (Jan 30, 2026)","Vietnamese (Jan 30, 2026)"] }, { "ProductId":"bf2f17ac-715d-e911-a968-000d3a4e32b5", "Product name":"Dynamics 365 Customer Service", "Feature name":"Enhanced timeout rules to meet SLAs for conversations", "Investment area":"Service representative experiences", "Business value":"The enhancement encompasses a more holistic logic and also benefits the release-to-queue action that's new.
", "Feature details":"The non-response time of the representative is now derived as follows:
After the initial contact between the representative and customer, in which the customer has sent a message and started the chat, the system calculates the time that the customer waits after the representative accepts the conversation.
If the representative accepts the notification, the auto-assign notification times out, or a supervisor manually assigns, then:
For example:
After there is rapport (back and forth messages), the normal calculation of representative non-response time mid-conversation logic is used:
For example:
The new Fluent 2 design theme in Copilot Service enhances the user experience. This implementation ensures branding consistency. It also provides a modernized look and feel.
", "Feature details":"The Copilot Service workspace application has a modern, more visually appealing user interface.
The new functionalities of the workspace enhance usability. They make the product easier to navigate and more intuitive for users.
Some changes from the modernization include the following features:
The new modern rich text editor gives you a fresh look and customization options to help your users work more efficiently and productively. With feature enhancements such as a modern design, dark mode, high-contrast themes, and Copilot capabilities, users can improve their text editing capabilities. The modern rich text editor aligns with the intuitive user interfaces that users know from Microsoft Office 365 products, including Outlook, Word, and OneNote. Additionally, users can customize the modern rich text editor to fit their needs.
", "Feature details":"The new modern rich text editor provides improved functionality and customizations. It aligns with the familiar and intuitive interfaces of Microsoft applications such as Outlook, Word, and OneNote. This new text editor uses a modern design, dark mode, high contrast themes, and Copilot functionality to enhance your text editing capabilities. Users and organizations can customize the new modern experience to fit their specific needs.
You can add the modern rich text editor to a model-driven app or use it in Dynamics 365 apps. It's on by default and doesn't require admin configuration. However, to use the modern rich text editor, you must enable it in Power Apps if you're currently using the classic experience.
", "Enabled for":"Users, automatically", "Public preview date":"", "GA date":"05/02/2025", "Public Preview Release Wave":"", "GA Release Wave":"2025 release wave 1", "Release Plan ID":"5e8baab6-6415-f011-998a-000d3a108096", "Last Gitcommit date":"08/07/2025" }, { "ProductId":"bf2f17ac-715d-e911-a968-000d3a4e32b5", "Product name":"Dynamics 365 Customer Service", "Feature name":"Use Execute JavaScript macro to create your own custom macros", "Investment area":"Service representative experiences", "Business value":"This feature addresses a critical extensibility gap for Unified Service Desk customers migrating to a Customer Service workspace by introducing custom macros with JavaScript execution capabilities. By enabling administrators to integrate third-party applications and create specialized actions through JavaScript files stored as Dataverse web resources, organizations can maintain their existing workflows and investments in external tools. This enhancement eliminates barriers to Customer Service workspace adoption. It reduces migration friction, preserves customized business processes, and lets customer service representatives work efficiently within a single interface.
", "Feature details":"With this enhancement, administrators can extend the Customer Service workspace functionality through a new Execute JavaScript macro action type (Custom Macros). This enhancement addresses a critical gap for Unified Service Desk customers who rely on third-party integrations.
By uploading JavaScript files as Dataverse web resources, organizations can create specialized actions that go beyond the standard offerings. The addition of parameter customization provides extra flexibility for complex scenarios. With this enhancement, businesses can keep their existing workflows and investments in external tools while transitioning to a Customer Service workspace.
", "Enabled for":"Users by admins, makers, or analysts", "Public preview date":"04/01/2025", "GA date":"", "Public Preview Release Wave":"2025 release wave 1", "GA Release Wave":"", "Release Plan ID":"ec8b90b7-8677-ef11-a671-000d3a54b13d", "Last Gitcommit date":"05/21/2026" }, { "ProductId":"bf2f17ac-715d-e911-a968-000d3a4e32b5", "Product name":"Dynamics 365 Customer Service", "Feature name":"Perform bulk actions on filtered conversations", "Investment area":"Service representative experiences", "Business value":"This feature helps contact center supervisors manage large volumes of conversations efficiently. By enabling search and bulk actions based on filters like intent, queue status, and time frame, supervisors can balance workloads, send messages, and close or transfer conversations in a few clicks. This capability drives faster resolution, reduces agent load, and ensures a smoother customer experience.
", "Feature details":"Supervisors can now take bulk actions on multiple conversations at once by filtering conversations based on key attributes such as queue and status. You can find these new capabilities directly in the All ongoing conversations view within the Copilot Service workspace > Conversations dropdown.
The bulk action workflow includes:
Bulk actions include:
This feature helps supervisors perform long‑term workforce planning and budgeting using extended forecast horizons. It removes the existing six-month limitation, improves strategic decision‑making, and supports annual and multiple year planning with more accurate demand visibility.
", "Feature details":"Supervisors can create forecast scenarios with a duration of up to three years. This enhancement extends the previous maximum duration of six months and supports long‑term planning and budgeting scenarios. Long‑term forecasts generate predictions at daily granularity.
For guidance on data requirements and prerequisites needed to produce accurate long‑term forecasts, supervisors should refer to the product documentation.
Access and prerequisites
This feature helps Unified Service Desk users migrate to Copilot Service workspace by allowing them to create tools that are customized to meet their exact business needs. This enhancement provides significant value by eliminating barriers to Copilot Service workspace adoption, reducing migration friction, preserving customized business processes, and allowing customer service representatives to work efficiently within a single interface.
", "Feature details":"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.
", "Enabled for":"Users by admins, makers, or analysts", "Public preview date":"", "GA date":"10/31/2025", "Public Preview Release Wave":"", "GA Release Wave":"2025 release wave 2", "Release Plan ID":"fbdcdfaa-837f-ef11-ac21-000d3a54b13d", "Last Gitcommit date":"01/08/2026" }, { "ProductId":"bf2f17ac-715d-e911-a968-000d3a4e32b5", "Product name":"Dynamics 365 Customer Service", "Feature name":"Create personalized case views in the inbox", "Investment area":"Service representative experiences", "Business value":"When service representatives personalize case views, they create case views that work best for them in the inbox. With these customized case views, service representatives can boost their productivity and organize their work more efficiently.
", "Feature details":"When you use personalized case views, your service representatives can create inbox case views that help them organize their work in the way that works best for them.
Personalized case views include the following steps:
When service representatives refresh their browser windows while in the Customer Service workspace, they expect all previously opened sessions and tabs to appear. Current functionality requires that users reopen their sessions and tabs one by one. This usability improvement saves time and helps service representatives be more productive.
", "Feature details":"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:
New experience with session restore
In the new experience, the browser automatically restores the following items when it refreshes:
New experience callouts
Be aware of the following caveats when using the new browser refresh experience:
With this enhancement, administrators can quickly find and verify user experience profile assignments in the Copilot Service admin center (CSAC) through a new search feature. By removing the need to manually search through multiple interfaces or records, this feature streamlines administrative workflows, reduces troubleshooting time, and enables more efficient user management. This search capability helps administrators quickly make sure that the right users have the correct profile assignments.
", "Feature details":"Administrators can use new search functionality in the Copilot Service admin center to quickly find and verify user experience profile assignments. This capability shows how specific users get experience profiles in Dynamics 365 Customer Service and Dynamics 365 Contact Center. You see if the assignment is direct, default, rule-based, or rank-based. By removing the need to manually search through multiple interfaces or records, this feature streamlines administrative workflows, reduces troubleshooting time, and enables more efficient user management.
", "Enabled for":"Admins, makers, marketers, or analysts, automatically", "Public preview date":"", "GA date":"04/30/2025", "Public Preview Release Wave":"", "GA Release Wave":"2025 release wave 1", "Release Plan ID":"0d06c313-8577-ef11-a671-000d3a54b13d", "Last Gitcommit date":"05/21/2026" }, { "ProductId":"bf2f17ac-715d-e911-a968-000d3a4e32b5", "Product name":"Dynamics 365 Customer Service", "Feature name":"Configure short abandon and service-level threshold insights", "Investment area":"Supervisor experiences", "Business value":"Configurable short abandon and service-level threshold enhancements deliver more accurate abandon rates, clearer service-level agreement performance, and better decision-making by filtering out nonactionable customer disconnects.
", "Feature details":"Enhanced abandon rate reporting in Dynamics 365 Contact Center improves accuracy and operational relevance.
Enhancements include the following:
Enables supervisors to generate up-to-date forecasts during planning and operational reviews without waiting for scheduled runs. Improves agility, supports timely decisions, and ensures workforce plans are based on the latest data.
", "Feature details":"Supervisors can run a forecast on demand by selecting Run forecast scenario from a forecast scenario. When triggered, the system starts a background job to generate the forecast for the current scenario. Forecast generation runs asynchronously and depends on data volume and configuration.
Supervisors can monitor progress in Job history. After the background job completes, updated forecast results are available in forecast reports and views. Completion of the forecast run also triggers a capacity planning job to refresh staffing requirements based on the latest forecast output.
This capability enables supervisors to refresh forecasts during planning or operational analysis without waiting for the next scheduled run.
Access and prerequisites
Gain financial visibility into AI usage by estimating credit requirements from forecasted volume demand. Plan budgets with confidence, optimize AI adoption, and avoid unexpected consumption costs.
", "Feature details":"This feature helps workforce planners estimate AI agent credit requirements directly from forecasted demand in Dynamics 365 Customer Service and Dynamics 365 Contact Center.
Supervisors define forecast scenarios that include a planning horizon, entity type (such as cases or conversations), queues, and channels in scope in the Copilot Service workspace. The intelligent forecasting model analyzes historical interaction data and identifies volume patterns to generate predicted demand. This forecast serves as the basis for credit estimation.
The estimation capability applies forecasted workload to supported AI agents to calculate expected credit consumption. Supported agents include:
The system provides a direct mapping between forecasted demand and projected AI credit usage, giving planners a clear view of how automation scenarios affect capacity planning and cost expectations.
Organizations can model different adoption strategies by specifying the percentage of forecasted workload handled by AI agents. This enables scenario analysis, such as incremental adoption or full automation of specific interaction types, and helps planners evaluate trade-offs between human-assisted and AI-driven workflows.
The feature eliminates the need for offline calculations by generating credit estimates within the forecasting experience. Estimates remain tied to the underlying demand scenario, making it easier to refine assumptions and iterate as forecasting inputs change.
This capability requires Workforce Management and AI-based forecasting.
After Workforce Management is enabled:
In an autonomous contact center, intent is the key element that integrates all operations. Organizations set up intents and intent groups for the contact center to handle. Real-time analytics empower contact center supervisors to effectively monitor conversations and track operational metrics using intent attributes.
This capability enhances decision-making by providing immediate insights into customer interactions, allowing supervisors to identify trends, optimize representative performance, and ensure that customer queries are resolved efficiently. By leveraging intent attributes, supervisors can gain a deeper understanding of customer intent and improve overall service quality, driving business value through enhanced operational efficiency and customer satisfaction.
", "Feature details":"To view the Intent group and User group dashboards:
Key improvements include:
As part of visual customization, all real-time dashboards including Summary, Queue, Agent, Ongoing Work items and Backlog Work items reports can be filtered by intent group, intent, and line of business by using the IntentFamilyName in DimIntent dimension. Learn more about visual customization. You can search the data measures for intent to pick specific intent-based filters.
Two new report pages on the existing Realtime Record Routing dashboard:
Reduce time and effort required to update customer service representative schedules during both planning and intraday operations. Supervisors can quickly adjust bookings using direct visual interactions, improving productivity, minimizing operational friction, and enabling faster response to changing staffing needs. This leads to more accurate schedules and better workforce usage through a modern, intuitive scheduling experience.
", "Feature details":"This enhancement streamlines high‑volume scheduling tasks and delivers a modern, visual editing experience that aligns with workforce management workflows.
Editing schedule bookings using the drag-and-drop functionality provides supervisors with the following benefits:
Users who have access to the Workforce Management Schedule People view can access this feature.
To use Workforce Management capabilities, an administrator must install the Workforce Management for Customer Service package from the Power Platform admin center.
", "Enabled for":"Users by admins, makers, or analysts", "Public preview date":"", "GA date":"02/16/2026", "Public Preview Release Wave":"", "GA Release Wave":"2025 release wave 2", "Release Plan ID":"8350c209-62fd-f011-8407-6045bdefec02", "Last Gitcommit date":"03/18/2026" }, { "ProductId":"bf2f17ac-715d-e911-a968-000d3a4e32b5", "Product name":"Dynamics 365 Customer Service", "Feature name":"Record and review full‑screen representative activity", "Investment area":"Supervisor experiences", "Business value":"Screen recording provides clear visibility into how representatives work, helping you identify issues faster and coach more effectively. By capturing full‑screen activity and securely uploading it for review, you gain reliable insight into each interaction without adding extra steps for agents. This reduces investigation time, strengthens compliance through consistent recordings, and supports better decisions that improve both quality and customer experience.
", "Feature details":"Screen recording captures full‑screen representative activity during customer interactions, giving supervisors an exact view of what occurred in each session. The system records the active monitor, includes system audio when full‑screen capture is enabled, and securely uploads the file to Dataverse at session end. Local copies are automatically deleted to protect sensitive data. Administrators with screen recording access can view the list of recordings, download, and analyze recordings for coaching, quality assurance, and compliance. Each file includes metadata such as case ID and representative name for accurate identification and retrieval. Recordings support durations up to two hours with built‑in guardrails for performance and file size.
If your organization uses Customer Service or any Contact Center channel, screen recording can be enabled when the Desktop Companion Application is installed on a Windows device. As recordings are triggered by user roles, no manual setup is required in automatic capture scenarios. For workflows requiring manual control such as monitoring customer service reps working on chats or cases, representatives can start and stop recordings manually. All recordings are uploaded to Dataverse after the session ends, provided the Desktop Companion Application remains active.
Administrators can manage screen recordings by configuring role‑based access so that only authorized users are eligible for screen recordings, and for further viewing or downloading recordings.
", "Enabled for":"Admins, makers, marketers, or analysts, automatically", "Public preview date":"", "GA date":"03/27/2026", "Public Preview Release Wave":"", "GA Release Wave":"2025 release wave 2", "Release Plan ID":"cd92911b-5dfd-f011-8406-7c1e521ae427", "Last Gitcommit date":"06/04/2026" }, { "ProductId":"bf2f17ac-715d-e911-a968-000d3a4e32b5", "Product name":"Dynamics 365 Customer Service", "Feature name":"Tag email templates with line of business", "Investment area":"Supervisor experiences", "Business value":"This feature streamlines email template management by enabling administrators to add line-of-business (LOB) tags, customize views, and perform bulk actions on templates. These advanced organization capabilities help customer service representatives quickly find relevant content within large template libraries, reduce time spent on repetitive tasks, and efficiently filter templates based on business needs. When you use multi-language support beyond English, you enhance global communication and improve overall operational efficiency.
", "Feature details":"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.
", "Enabled for":"Users by admins, makers, or analysts", "Public preview date":"10/31/2025", "GA date":"11/30/2025", "Public Preview Release Wave":"2025 release wave 2", "GA Release Wave":"2025 release wave 2", "Release Plan ID":"dddf6494-8e13-f011-998a-6045bdeb8a5d", "Last Gitcommit date":"05/14/2026", "GeographicAreasDetails":["Asia Pacific (Nov 30, 2025)","Australia (Nov 30, 2025)","Brazil (Nov 30, 2025)","Canada (Nov 30, 2025)","China (Nov 30, 2025)","Europe (Nov 30, 2025)","France (Nov 30, 2025)","Germany (Nov 30, 2025)","India (Nov 30, 2025)","Italy (Nov 30, 2025)","Japan (Nov 30, 2025)","New Zealand (Nov 30, 2025)","Norway (Nov 30, 2025)","Poland (Nov 30, 2025)","Qatar (Nov 30, 2025)","Singapore (Nov 30, 2025)","South Africa (Nov 30, 2025)","South Korea (Nov 30, 2025)","Spain (Nov 30, 2025)","Sweden (Nov 30, 2025)","Switzerland (Nov 30, 2025)","United Arab Emirates (Nov 30, 2025)","United Kingdom (Nov 30, 2025)","United States (Nov 30, 2025)","US DoD (Nov 30, 2025)","US GCC (Nov 30, 2025)","US GCC High (Nov 30, 2025)","US Gov (Nov 30, 2025)","US Nat (Nov 30, 2025)","US Sec (Nov 30, 2025)"] } ] }