MC1191196 – M365 Change Digest

One-line summary

Dynamics 365 Customer Service will allow overriding timeout rules in SLA-based automatic actions, available from December 31, 2025.

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Details

Body (from Message Center)

We are announcing the ability to configure timeout rules override in SLA-based automatic actions in Dynamics 365 Customer Service. This feature will reach general availability on December 31, 2025.

How does this affect me?
This feature enables customer service representatives to override timeout rules in automatic actions based on SLAs.

In scenarios where a customer service representative is on leave, needs more response time, or transfers a conversation to a different queue, the service representative can change the rules for automatic actions.

What action do I need to take?
This message is for awareness, and no action is required.

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