Email continues to be one of the most widely used customer support channels. However, resolving customer issues often requires service representatives to manually understand, interpret, determine the resolution, and respond to every request.

For high-volume service teams, this creates a recurring operational challenge. Representatives spend valuable time handling repetitive issues that follow known resolution patterns, while complex customer scenarios that require human judgment compete for the same attention.

With Autonomous Email Resolution, we are driving a shift from AI-assisted productivity to agentic customer service, helping organizations move toward becoming Frontier Firms – enabling them to resolve eligible customer emails autonomously, reduce repetitive manual effort, and allow service representatives to focus on high-value interactions where their expertise matters most.

What is an Autonomous Email Resolution?

Autonomous Email Resolution is a generative AI-powered capability that helps service teams resolve customer emails end to end. It understands the customer’s request, identifies the intent, determines whether the required information is available, and generates a resolution-ready response using enterprise knowledge, configured instructions, connectors, and custom agents.

When the request cannot be resolved over email or the customer is not satisfied with the response, the autonomous email resolution can create a case with the full conversation cntext, allowing a service representative to step in seamlessly.

How it works

Autonomous Email Resolution follows an intent-driven, conversational flow from incoming email to resolution.

The system analyzes each incoming email and identifies the customer’s intent.
If details are missing, it proactively requests clarification before moving forward.

Once the context is complete, it generates a resolution autonomous using enterprise knowledge, configured instructions, connectors, and custom agents.

It continuously evaluates the outcome of the interaction. If the issue is resolved, the interaction is completed. If not, it escalates by creating a case with the full conversation context, enabling a seamless handoff to a service representative.

Impact at scale

With Autonomous Email Resolution, organizations can:

• Resolve eligible, repetitive customer emails without manual intervention
• Improve first-contact resolution by using intent-driven responses
• Reduce average handling effort for high-volume email queues
• Increase representative productivity by shifting focus to complex issues
• Deliver more consistent response quality across interactions
• Escalate only when needed, with full context carried forward into the case

Call to action

Start by identifying high-volume email scenarios that follow repeatable resolution patterns. Configure the required knowledge, instructions, connectors, and custom agents, then pilot with a focused set of intents before expanding broader support workflows.

Organizations can leverage Simulation mode to preview outcomes, validate accuracy, and tune configurations on real scenarios before enabling Autonomous Email Resolution in production.

Enable Autonomous Email Resolution in your environment today and use the Learn documentation to configure, validate, and scale autonomous email handling for your service organization.

Learn more

• Configure email resolution to resolve customer issues (preview) | Microsoft Learn

The post Revolutionizing customer support with autonomous email resolution appeared first on Microsoft Dynamics 365 Blog.

Email Classification adds intelligent context to enhance Automatic Record Creation (ARC) and enable a smarter service flow. As emails arrive, classification evaluates content and context upfront before any case is created. It identifies real customer issues early while filtering out irrelevant messages.

This signal feeds into Automatic Record Creation rules, ensuring only meaningful emails become cases while filtering non-actionable messages. Service representatives and agents then focus on relevant cases, enriching, routing, and resolving true customer issues. This creates a cleaner queue and boosts productivity by eliminating time spent on unnecessary case handling.

That early decision point is exactly where Email Classification adds value. Now generally available in Dynamics 365 Customer Service, it uses AI to evaluate each email before a case is created. This helps teams focus only on issues that truly need attention. Previously, the system created a case for every email sent to a monitored mailbox, started an SLA, and assigned a service representative.

Empower service managers with intelligent email triage

Email Classification gives Customer Service teams precise control over how incoming mail is processed from the moment it arrives:

• Define categories such as Billing, Technical Support, or Marketing to match how your organization actually receives email

Create cases only when needed — prevent categories like Marketing or Notifications from generating cases, eliminating unnecessary SLA pressure

Use email category in ARC to create cases only when needed

Email Classification works best when paired with Automatic Record Creation (ARC) rules. Use the assigned category as a condition in ARC, so cases are created only for emails that genuinely require one and everything else is filtered out before it reaches a queue.

Set up Email Classification

Configuration takes place in the Customer Service admin center under Email settings:

1. Define your categories — each needs a name and description to help the AI classify accurately
2. Set scope conditions to control which incoming emails are evaluated
3. Enable classification — every email that meets your conditions is automatically analyzed and tagged before any case logic runs

Before going live, simulation mode lets you test classification accuracy against your own historical emails so you can validate categories, refine descriptions, and deploy with confidence.

Once enabled, service representatives see only the cases that belong in their queue — routed to the right people, free of noise — and can focus their time where it has the greatest impact on customer outcomes.

Get started today

Ready to reduce queue noise and reclaim service representative capacity? Enable Email Classification in your Customer Service admin center and start with simulation mode to validate your categories. For step‑by‑step guidance, read the documentation:

Configure email classification in Customer Service | Microsoft Learn

The post Try Email Classification in Dynamics 365 Customer Service appeared first on Microsoft Dynamics 365 Blog.

The Quality Evaluation Agent (QEA) in Dynamics 365 Customer Service now supports email evaluations, available in Public Preview. The same structured evaluation framework that powers consistent, automated quality assessments across cases and conversations now extends to customer-facing emails. This expansion brings greater trust, transparency, and accountability to another critical communication channel.

QEA’s evaluation framework is entity-agnostic, allowing the same criteria, scoring logic, and evaluation plans to apply across cases, conversations, and now email interactions. Supervisors can define these standards once and use them consistently across all channels. Every outbound email can be evaluated against predefined quality benchmarks. This includes emails written by human representatives or co-authored with AI. The framework measures factors such as accuracy, professional communication, and adherence to policy. QEA then produces detailed quality scores, predicted answers, and actionable coaching recommendations. Supervisors retain full control to review, adjust, and approve evaluations before they are finalized. This ensures quality judgments remain transparent and aligned with business expectations.

This capability is part of the broader Quality Management vision in Dynamics 365 Customer Service, where QEA and Governance play complementary roles. Governance enforces administrator-defined compliance policies in real time during email composition, helping catch potential violations before a message is sent. QEA provides structured, post-interaction quality assessments that surface improvement opportunities and coaching insights after the interaction is complete. Together, these policy-driven capabilities provide both proactive safeguards and retrospective quality evaluation. They help move organizations closer to a comprehensive, cross-channel quality management framework.

Learn More

To explore Quality Evaluation Agent email evaluations in action and extend your quality assessments to customer emails, learn more here. We look forward to your feedback as we continue to evolve this feature toward General Availability.

The post Public Preview: Quality Evaluation Agent Extends Quality Oversight to Email appeared first on Microsoft Dynamics 365 Blog.

In regulated, data‑intensive industries, email is both a critical customer channel and one of the easiest ways sensitive information to leak — a single forward, distribution list, or broad recipient line can expose confidential data in seconds. Service teams need to move fast and keep strong controls in place.

Data Sensitivity Labels for Emails bring classification and protection directly into customer service workflows, so service representatives can work confidently without slowing down.

What they are

Data Sensitivity Labels classify outbound customer emails by the sensitivity of their content and apply the appropriate protection before sending. They’re powered by Microsoft Purview and align with your existing labels — Public, Confidential, Highly Confidential — so every email follows established security and compliance policies automatically.

How it works

A customer emails support to update banking details or share identity documents. As the service representative drafts the reply, Dynamics 365 surfaces the available Purview labels, making it easy to classify the email and apply the right protection before it goes out.

Once a label is applied (manually or automatically):

• The email is protected using the organization’s security settings
• External forwarding and unauthorized access are restricted
• The experience stays seamless for both the rep and the customer

Every sensitive interaction is governed by policy — not manual judgment.

Key capabilities

• Purview‑backed labels — reuses sensitivity labels already managed in Microsoft Purview
• In‑context guidance — labels are applied directly during email composition
• Consistent protection — encryption and access rules are enforced automatically
• Enterprise‑grade compliance — supports regulatory requirements across financial services, healthcare, and other regulated industries

The road ahead

This is a step toward compliance‑by‑default customer service, where data protection is embedded into the workflow rather than enforced after the fact. With Data Sensitivity Labels for Emails, organizations don’t have to choose between speed and safety. They get both.

Learn more

• Configure sensitivity labels for emails | Microsoft Learn
• Use sensitivity labels in emails | Microsoft Learn

The post Unlocking safer customer communications with Data Sensitivity Labels in Email appeared first on Microsoft Dynamics 365 Blog.

Customers today expect more than a fast response — they expect to feel heard. Support emails often carry clear emotional signals like frustration, urgency, or appreciation, and when those are missed, even a correct reply can feel cold and increase escalation risk.

Email Sentiment in Dynamics 365 Customer Service brings that emotional context directly into the email workflow, helping service representatives respond with the right tone, empathy, and intent.

What is Email Sentiment?

An AI‑powered capability that automatically analyzes incoming customer emails and classifies their tone as Positive, Neutral, or Negative. The insight surfaces in the email and case workspace before the service representative drafts a reply — so they understand not just what the customer is asking, but how they feel.

Why sentiment awareness matters

Customers come from different backgrounds, geographies, and cultures, all of which shape how they express concern or frustration. Meanwhile, service teams handle high email volumes across regions, languages, and time zones, where emotional cues are easy to miss in long or complex messages.

With Email Sentiment in Dynamics 365 Customer Service, organizations can:

• Recognize dissatisfied or frustrated customers earlier
• Help service representatives proactively adjust tone and prioritize higher‑risk conversations
• Drive more empathetic communication, lower escalations, and stronger relationships

How it works

When a customer writes in after repeated service disruptions, Email Sentiment flags the message as Negative before service representatives reply. With that context, they can acknowledge frustration upfront, adopt a calmer tone, and focus on resolution — responding thoughtfully from the first reply instead of reacting after an escalation.

Key capabilities

• Automatic sentiment detection — no manual tagging or configuration
• In‑context insights — displayed directly in the email and case experience
• Consistent interpretation at scale — uniform classification across representatives and regions
• Language‑aware foundation — supports quality assessment and multilingual scenarios
• Actionable emotional signals — enables prioritization and empathy‑driven responses
• Email sentiment timeline — tracks sentiment evolution across a thread to spot inflection points
• Case sentiment — rolls email signals into a unified case sentiment for smarter prioritization

Designed for customer-obsessed organizations

Email Sentiment in Dynamics 365 Customer Service complements Email Assist and case management by adding emotional intelligence to everyday interactions, so empathy is built into the platform, not left to individual interpretation.

Learn more

• Configure sentiment analysis for emails | Microsoft Learn
• View, compose and respond to email — Power Apps | Microsoft Learn

The post Driving empathetic customer conversations with Email Sentiment appeared first on Microsoft Dynamics 365 Blog.

In an increasingly connected world, organizations engage customers across diverse cultures, languages, and legal frameworks. A product or service feels most trustworthy when it shows respect for local customs, acknowledges regulatory differences and avoids culturally biased or region-specific references. That’s why we’re excited to introduce Governance for Dynamics 365 Customer Service, now available in Public Preview.

At Public Preview, Governance applies to the email channel — the channel where compliance risk and brand impact tends to be highest. We designed this new, administrator-configured policy enforcement layer to help support compliance with legal and brand standards by validating each outgoing customer email — whether composed by a service representative or generated by AI — against the specific policies your organization defines.

Why Governance? Why Now?

Customer service teams are rapidly adopting AI to streamline operations and enhance customer experiences globally. But with this transformation comes a new set of challenges: How do you ensure that AI-generated or human-authored communications stay aligned with your internal policies and external regulations? Cultural norms vary widely—from naming conventions and date formats to strict data-privacy regulations and content-control requirements. Miscommunications or unintended disclosure of sensitive information can erode trust, while non-compliance with regional regulations can lead to fines and brand damage. Governance is designed specifically for these challenges. It provides a proactive, runtime policy enforcement layer that checks outbound messages —whether written by a customer service representative or generated by AI—against administrator-defined policies. This ensures delivery of only compliant, brand-safe, and policy-aligned content to customers.

Key Capabilities

Governance introduces a suite of powerful features designed to help organizations enforce communication standards at scale:

• 📝 No-Code Policy Authoring: Administrators can define custom policies in plain language, like “Block any mention of competitor names” or “Require a legal disclaimer in every customer email”. The system automatically translates these into enforceable checks, eliminating the need for any coding or engineering support.
• ⚡ Real-Time Enforcement: Every outbound email is evaluated before it’s sent. The system flags violations or blocks the message, prompting the user to revise the content — ensuring compliance without disrupting workflows.
• 🔍 Auditability and Visibility: Governance logs every policy evaluation, providing full transparency to supervisors and compliance teams. It reviews what was checked, what was flagged, why it was flagged, and how it was resolved.
• 🧪 Simulation Mode: Test policies in a non-blocking “simulation” mode to observe how they perform in real-world scenarios. This helps teams fine-tune policies and build trust before full enforcement.
• 📦 Out-of-the-Box Policies: Get started quickly with pre-built policies for common compliance needs, including profanity filtering, groundedness checks, and email template adherence.

Built for the Dynamics 365 Ecosystem

Governance and Quality Evaluation are both delivered as skills within the Quality Management Agent in Dynamics 365 Customer Service. As part of the broader Quality Management suite, Governance works alongside the Quality Evaluation skill, which assesses interactions to uphold quality standards. Together, these skills create a unified framework for quality, compliance, and policy adherence.

Learn More

To explore Governance in action and start defining your own policies, learn more here. We look forward to your feedback as we continue to evolve this feature toward General Availability.

The post Introducing Governance in Dynamics 365 Customer Service: A New Era of Policy-Driven Communication appeared first on Microsoft Dynamics 365 Blog.

Modern customer experiences don’t live in a single system or interaction type. Whether agents resolve complex cases in Dynamics Customer Service or manage live conversations in Dynamics Contact Center, the quality of an interaction often depends on how the work is performed and not just what was said. 

Across both workloads, customers have consistently asked for the same missing capability: secure, structured visibility into the agent’s on‑screen workflow during customer interactions. Voice, chat, and transcripts capture part of the story, but they don’t always reveal how agents navigate systems, apply processes, or respond in real time. 

Today, Screen Recording in Dynamics 365 Customer Service and Dynamics 365 Contact Center addresses that gap by providing organizations with trusted, role‑based access to screen context that supports coaching, quality evaluation, and compliance. 

Why Screen Context Matters 

Customer interactions are rarely linear. Agents often work across multiple systems, reference internal knowledge, update records, and follow prescribed processes, all while engaging with the customer. 

Although Customer Service and Contact Center support different interaction models, customers using both workloads face remarkably similar challenges: 

• Supervisors need better context to evaluate agent’s activities when helping customers. 

• Compliance teams require auditable visibility in regulated environments. 

• Organizations want to coach agents more effectively without guesswork. 

Without screen context, organizations must infer intent and execution. With it, teams can: 

• Perform more accurate and objective quality evaluations 

• Identify training gaps and process inconsistencies 

• Reduce time to resolution by understanding workflow breakdowns 

• Validate compliance and required actions with confidence 

Screen recording complements existing call and chat records, enabling a more complete understanding of each interaction, regardless of the channel. 

One Capability, Designed for Two Workloads 

We’ve built Screen Recording in Dynamics 365 as a unified capability that serves both Customer Service and Contact Center, while adapting naturally to different ways agents work. 

Key Capabilities: 

1. Automatic Screen Recording for Call Conversations 

2. Manual Screen Recording for service reps working on multiple cases, chats, etc.  

3. All screen recordings are securely uploaded to Dataverse  

4. Role based access to both perform and access screen recordings 

Manual screen recording when service reps are working on cases, for example: 

To balance visibility with usability, recording is scoped intentionally, and configuration and operational details are managed by administrators.  

For step‑by‑step setup and configuration guidance, detailed documentation is available on Microsoft Learn. 

Secure by Design: Trust, Access, and Governance 

Because screen recordings may contain sensitive information, security and governance were foundational to the design. 

Access is controlled through role‑based permissions, ensuring only authorized users can record, review, or download recordings. Recordings are stored securely, with controls that align to enterprise and regulatory expectations. 

This approach allows organizations to unlock operational insight without compromising trust between agents, supervisors, and compliance teams. 

Learn More 

To explore how to configure and administer screen recording in your environment, visit the documentation on Microsoft Learn: 
https://learn.microsoft.com/en-us/dynamics365/contact-center/administer/configure-screen-recording 

We’re excited for you to try this capability and to hear how screen recording is helping you improve quality, coaching, and operational visibility across your service experiences. 

The post Bringing End‑to‑End Visibility to Customer Service and Contact Centers with Screen Recording in Dynamics 365  appeared first on Microsoft Dynamics 365 Blog.

In today’s fast-paced digital landscape, customer service teams need speed and consistency to meet rising expectations. Copilot-powered email template recommendations deliver both by instantly suggesting the right template for every interaction helping agents respond faster with consistency to maintain brand trust. 

What are Copilot-powered email template recommendations? 

Copilot-powered email template recommendations is an AI-powered feature in Dynamics 365 Customer Service that transforms the way customer service representatives (CSRs) draft emails. Instead of manually searching through a library of templates, Copilot intelligently suggests the most relevant template based on email content, context, and thread intent. This capability ensures faster responses, improved accuracy, and consistent communication across customer interactions. 

The feature works seamlessly within the email editor. Representatives can either: 

• Use inline prompts in the Email Assist card. 

• Let Copilot automatically match the prompt with stored templates and insert the most appropriate one. 

If no suitable template is found, Copilot falls back to its standard drafting capabilities, ensuring uninterrupted workflow.

Real-world impact 

The introduction of Copilot-powered email template recommendations significantly reduces administrative friction and accelerates case resolution. Here’s how it impacts organizations: 

• Time savings: CSRs no longer waste time searching for templates manually. Copilot’s contextual recommendations cut down response times dramatically. 

• Consistency: By leveraging preapproved templates, businesses maintain brand tone and compliance across all customer communications. 

• Improved customer experience: Faster, accurate responses lead to higher customer satisfaction and loyalty. 

• Operational efficiency: Integration with Line of Business (LOB) rules ensures that templates align with specific product lines or service categories, making responses more relevant 

Key features and capabilities 

• Custom prompt support: Representatives can enter custom prompts in the Inline Email Assist, and Copilot matches these prompts with templates and generates contextualized drafts.
  
  

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

• Copilot template recommendations: Copilot analyzes email content, case details, and intent to suggest the best-fit template. Recommendations appear directly in the email editor for quick access. 
  
  

• Fallback drafting: If no template matches, Copilot creates a draft using its generative capabilities. 

• Integration with knowledge sources: Optional toggle to include knowledge base content for richer responses. 

• LOB-based template selection: Tag templates to specific business lines, ensuring relevance for specialized cases. 

• Visual Indicators: Copilot-generated content is clearly marked, allowing agents to review and edit before sending. 

Learn more   

To learn more, read the documentation: Use Copilot-powered email template recommendations | Microsoft Learn

The post Enhance productivity with Copilot-recommended email templates appeared first on Microsoft Dynamics 365 Blog.

As customer support organizations scale, maintaining consistent service quality becomes a challenge. Manual quality reviews are time-consuming, subjective, and often fail to cover the full spectrum of agent interactions. The Quality Evaluation Agent (QEA) in Dynamics 365 Customer Service and Dynamics 365 Contact Center addresses this gap, bringing automation, consistency, and intelligence to quality assessments for both case and conversation records. 

QEA introduces a powerful, extensible evaluation framework that empowers teams to track and elevate support quality across every customer interaction. Beginning October 24, QEA case capabilities are generally available, and conversation capabilities are in public preview.  

What is the Quality Evaluation Agent? 

QEA is an AI-powered agent that automatically evaluates support interactions, whether through cases or conversations, against predefined criteria. It helps organizations monitor human service rep and AI agent behavior, ensure compliance with service guidelines, and continuously improve customer engagement quality. QEA streamlines evaluation processes, reduces subjectivity, and provides real-time, actionable insights.  

QEA empowers supervisors to conduct automated, score-based evaluations across the entire interaction lifecycle. These evaluations deliver critical insights to help identify, mitigate, and prevent potential risks, ensuring efficient and scalable quality management. By minimizing the reliance on manual review processes and enabling data-driven decision-making, we are not just improving operational efficiency; we are raising the bar for customer experience and compliance in every conversation. 

QEA is built on two key concepts: 

• Evaluation Criteria: Define what “quality” means for your organization. Take inspiration from out-of-the-box criteria based on CARE (Communicate Effectively, Accountability, Resourcefulness, Empathy) or create your own tailored to business needs. 

• Evaluation Plan: Choose how and when to trigger evaluations. 
  • On-demand: Flexibility to trigger evaluation of agent interactions at any time.
  • Event-based: Automatically evaluate agent interactions based on specific events or conditions.

Evaluations are centralized in a comprehensive dashboard where quality leads can review, filter, and analyze results. 

Out-of-the-box, but built for you 

QEA ships with out-of-the-box support quality criteria, designed in partnership with the Microsoft customer support team. Out-of-the-box support quality criteria provides a solid reference point for customers to take inspiration for quality measurement. 

But we didn’t stop there. QEA is built to extend. Organizations can define their own evaluation criteria, fully aligned to their internal KPIs, compliance standards, brand values, and customer expectations. You control the logic, language, and scoring, while QEA runs the evaluations for you. 

Evaluation output at your fingertips 

Each evaluation provides a detailed summary of performance across criteria, along with: 

• Evaluation scores and breakdowns 

• AI-generated comments for coaching 

• Review options for supervisors 

• Traceability and consistency in scoring 

This enables support teams to move from anecdotal coaching to data-driven quality improvement. 

Why this matters 

Manual quality assurance typically covers less than 5 percent of customer interaction. QEA expands that dramatically, enabling teams to evaluate 10 times more interactions with consistency and precision. This leads to: 

• Faster agent feedback cycles 

• Better coaching with clear, actionable examples 

• Improved customer experiences 

• Early detection of behaviors that lead to compliance risks and proactive mitigation 

• Surface coaching opportunities tied directly to customer sentiment and outcomes 

• Trend analysis to uncover systemic issues across teams, locations, or products 

• Reduced bias and variability in agent evaluations 

QEA doesn’t just automate, it elevates. It enables contact centers to shift from reactive correction to proactive improvement. It transforms quality assurance from a checkbox exercise into a strategic lever for growth, compliance, and customer satisfaction. 

Looking forward

QEA is already evolving. The latest updates include status indicators for evaluation of success/failure. And coming soon, agents will be able to view error logs and retrigger failed evaluations, giving teams full visibility and control over evaluation workflows. 

The Quality Evaluation Agent is generally available now. If your organization is ready to scale coaching, drive consistent customer support representative  behavior, and elevate customer service excellence, QEA is here to help. 

Get started today by enabling QEA in your Dynamics 365 Customer Service and Dynamics 365 Contact Center environment.  

Learn more 

Watch a quick video introduction. 

For configuration steps, extensibility options, and best practices, see Manage Quality Evaluation Agent | Microsoft Learn  

The post Elevate support excellence with Quality Evaluation Agent  appeared first on Microsoft Dynamics 365 Blog.

With the latest updates to the Case Management Agent (CMA) in Dynamics 365 Customer Service, Microsoft is helping organizations accelerate their evolution into frontier firms. These organizations lead by empowering AI agents to run entire business processes while humans set direction and monitor progress.  

The July 2025 preview updates to CMA introduced powerful capabilities that automate the entire case lifecycle, from creation to closure, with the flexibility to provide enterprise-grade case resolutions.  

The release of CMA in April 2025 laid the foundation for intelligent, agent-led automation. We built the agent to autonomously create and update cases, with AI-powered field population and contextual updates. Then, it could semi-autonomously follow up on cases and close them. 

Now, CMA offers flexibility for both fully autonomous and semi-autonomous workflows. Here’s how full automation manages the entire case lifecycle: 

• Case creation and update: Automatically generates and updates cases from chat, voice and email channels using AI-powered field prediction.

• Case resolution: Drafts context-aware resolution emails and manages follow-up sequences, including SLA-based timing and escalation logic. 

• Case follow-up and closure: Automatically drafts context-aware resolution emails to follow up on cases and closes them once resolution criteria are met, with options for agent review or full automation. 

These capabilities reduce handle time, improve consistency, and free up customer service representatives to focus on complex, high-value interactions.

Autonomous case creation and update

The Case Management Agent can now create and update cases through any channel of engagement including voice, chat, email and social channels. A case gets created when the customer service representative accepts the chat request and automatically updates it at the end of the conversation. Furthermore, it can update related entities (such as contacts) based on ongoing customer interactions, reducing manual effort and improving data accuracy. The July updates also bring improvements to email channel handling. CMA now supports: 

• Automated detection of intent for incoming emails and case updates 

• Automated follow-up emails which outline clarifying questions to get more precise information to help resolve the case 

These features are particularly valuable for industries like finance, manufacturing, and services, where customers often send their queries via emails. 

Autonomous case resolution 

A major advancement in this update is the ability to resolve cases in an autonomous manner. CMA uses intent to determine the best course of action for each case, including drafting resolution emails from knowledge bases and triggering custom agents to resolve customer issues. If CMA can’t resolve a case autonomously, it has the intelligence to proactively escalate to a supervisor or customer service representative.  

Support for custom agents means organizations can now configure CMA to work with their own resolution logic, workflows, and data models without limitations. It allows for: 

• Tailored resolution logic: Organizations can define how to resolve cases based on their unique business rules, processes, escalation paths, and customer segments. 

• Flexible integration: CMA can now trigger custom flows, invoke external services, or interact with proprietary systems to determine the best resolution path. 

• Enhanced control: Admins can fine-tune CMA’s behavior to align with internal compliance requirements, service tiers, and operational goals. 

Enhanced email channel support 

The July updates also bring improvements to email channel handling. CMA now supports: 

• Automated detection of intent for incoming emails and case updates. 

• Automated follow-up emails with clarifying questions to get more precise information to help resolve a case.

These features are particularly valuable for industries like finance, manufacturing, and service, where customers often send their queries via emails. 

Fully autonomous case follow-up and closure

Another impactful addition in this release is the ability for CMA to handle case follow-up and closure in a fully autonomous manner. Once a resolution is proposed – either manually or autonomously – CMA can initiate follow-up messages to confirm customer satisfaction, track SLA intervals, and automatically close the case if no further action is required. This eliminates the need for customer service representatives to monitor post-resolution status manually and ensures that cases are closed in a timely, consistent, and compliant fashion. It also triggers the Customer Knowledge Management Agent if a knowledge asset needs to be created from the case. Administrators can configure the number of follow-ups, timing intervals, and closure conditions, giving organizations full control over the automation logic while reducing operational overhead.

Configuration and control 

Administrators can fine-tune CMA’s behavior using global settings and configuration options. This includes: 

• Setting up field mappings, related entities and business context for AI based case updates. 

• Configuring appropriate knowledge, custom agents and other tools to resolve cases 

• Specifying the email templates, and the number and timing of follow-up and case closure emails 

• Controlling whether CMA is semi- or fully autonomous 

This level of control ensures that any organization can tailor CMA to meet their needs. 

If your organization wants to reduce manual effort, improve resolution times, and deliver consistent customer experiences, now is the time to explore what this agent can do. Preview CMA in your Dynamics 365 Customer Service environment today!

Learn more

To learn more, read the documentation: Autonomous service agents in Dynamics 365 (preview) | Microsoft Learn 

The post Empowering frontier firms with the Case Management Agent appeared first on Microsoft Dynamics 365 Blog.