End-to-end case lifecycle management — from creation and triage through resolution and closure — with SLA enforcement and automated escalations.
| Capability | What It Does |
|---|---|
| Case Creation & Triage | Automatically create and route cases from email, chat, web forms, and social with AI-based classification and priority assignment |
| SLA Management | Define and enforce first-response and resolution SLAs with automated escalations, pause/resume rules, and KPI tracking |
| Case Hierarchies & Merging | Relate parent-child cases, merge duplicates, and manage complex multi-issue resolutions in a unified view |
| Entitlements & Contracts | Define support entitlements by channel, time, or case count so agents always know what a customer is owed |
| Activity & Timeline | Unified timeline of all emails, calls, chats, and tasks across every agent interaction for full case context |
AI-powered knowledge base authoring, enrichment, and delivery — surfacing the right article to agents and customers at the right moment.
| Capability | What It Does |
|---|---|
| Knowledge Authoring | Create, review, publish, and version knowledge articles with a rich text editor and approval workflows |
| AI-Driven Search | Semantic search surfaces contextually relevant articles based on case content, saving agents manual search time |
| Copilot Knowledge Drafts | Generate knowledge article drafts automatically from resolved cases using Copilot to build the knowledge base faster |
| Knowledge Analytics | Track article usage, search success rates, and gaps to continuously improve knowledge quality and coverage |
| Customer Portal Integration | Publish articles to self-service portals so customers can resolve issues without agent assistance |
Intelligent unified routing that automatically classifies, prioritizes, and assigns work items to the right agent across every channel.
| Capability | What It Does |
|---|---|
| Unified Routing | Route voice, chat, email, and messaging work items through a single, AI-powered routing engine with consistent rules |
| Skills-Based Assignment | Match customers to agents based on skills, proficiency, capacity, and language for first-contact resolution |
| Intelligent Classification | AI-based ML models automatically classify and route incoming requests based on content, intent, and history |
| Queue Management | Configure and manage queues with priority rules, overflow handling, and real-time visibility into queue health |
| Real-Time Routing Analytics | Monitor routing efficiency, queue depths, and assignment accuracy with real-time and historical dashboards |
Generative AI embedded across every step of the service lifecycle — from case summaries and email drafting to autonomous case resolution and quality evaluation.
| Capability | What It Does |
|---|---|
| Copilot for Agents | AI assistant helps agents draft replies, summarize cases, find knowledge, and answer questions using natural language |
| Case Management Agent | Autonomous agent automates case lifecycle tasks — classification, escalation, resolution steps — without manual intervention |
| Quality Evaluation Agent | AI evaluates case handling quality against configurable criteria and provides automated coaching recommendations |
| Customer Knowledge Management Agent | Autonomously identifies knowledge gaps and generates article drafts from resolved cases to improve self-service |
| Sentiment Analysis | Real-time sentiment indicators help agents and supervisors identify at-risk interactions and intervene proactively |
Purpose-built workspaces and tools for agents and supervisors — enabling multi-session productivity, live monitoring, and workforce management.
| Capability | What It Does |
|---|---|
| Customer Service Workspace | Multi-session browser tab experience lets agents handle multiple cases, chats, and calls simultaneously without losing context |
| Productivity Tools | Agent scripts, macros, and smart assist panels guide agents through best-practice resolution steps automatically |
| Supervisor Real-Time Monitoring | Live dashboards show queue health, agent availability, conversation sentiment, and SLA status in real time |
| Workforce Management | Forecast staffing needs, create agent schedules, and track adherence to optimize contact center capacity |
| Screen Recording & QA | Record full-screen agent activity for compliance, coaching, and quality assurance review |
Real-time and historical analytics across cases, channels, and agent performance — with embedded Power BI and AI-driven recommendations.
| Capability | What It Does |
|---|---|
| Customer Service Analytics | Pre-built dashboards covering case volume, resolution time, CSAT, SLA compliance, and channel performance |
| Omnichannel Historical Analytics | Unified reporting across voice, chat, email, and messaging with agent and queue-level breakdowns |
| Real-Time Analytics | Live supervisor dashboards with conversation monitoring, agent status, and queue health updated every few seconds |
| Power BI Integration | Embed custom Power BI reports and drill into raw Customer Service data for advanced self-service analysis |
| Copilot Analytics | Track Copilot adoption, usage frequency, and impact on handle time and resolution rates across the team |
Product Roadmap
2026 Release Wave 1 (Apr – Sep 2026) — Source: Microsoft Learn Release Plans
| Feature | Category | GA Date |
|---|---|---|
| Protect sensitive information in emails with data sensitivity labels | Administration | Released May 1, 2026 |
| Simulate case-resolution flows before production | Copilot & AI | Released Apr 2026 |
| View customer sentiment indicators on a case | Copilot & AI | Released Apr 2026 |
| Define critical questions in evaluation criteria | Copilot & AI | Released Apr 17, 2026 |
| Control evaluation volume with sampling | Copilot & AI | Released Apr 17, 2026 |
| Use shadow mode for Case Management Agent predictions | Copilot & AI | Released May 2026 |
| Improve customer outcomes with Service Agent in Microsoft 365 Copilot | Copilot & AI | Jun 2026 |
| Enable enhanced screen recording controls for admins | Supervisor | Jul 2026 |
| Evaluate emails with Quality Evaluation Agent | Copilot & AI | Preview only |
| Enable governance policy | Administration | Preview only |
| Structure content for rich text editor with Copilot | Copilot & AI | Preview only |
| Resolve cases faster with the new formless Copilot workspace | Copilot & AI | Preview only |
Prior Releases
Source: Dynamics 365 Release Plans — Microsoft Learn