MC1204658 – M365 Change Digest

One-line summary

Admins can now simulate Case Management Agent field prediction in Dynamics 365 Customer Service, with general availability on January 23, 2026.

Similar updates

More like this

MC1169038 Dynamics 365 Customer Service – Connect AI agents using Model Context Protocol server - updated date

Dynamics 365 Customer Service – Connect AI agents using Model Context Protocol server - updated date Dynamics 365 Customer Service will support connecting to AI agents via the Model Context Protocol server, enabling account and case management and email drafting, available December 12, 2025. We are announcing the ability to connect to AI agents.

MC1204498 Microsoft 365 Copilot for Service – Create case records from customer emails with one click

Microsoft 365 Copilot for Service – Create case records from customer emails with one click Outlook users with Copilot for Service can create case records from customer emails; feature available January 1, 2026. We are announcing the ability to create case records from customer emails within Outlook in Microsoft 365 Copilot for Service. This.

MC1187356 Dynamics 365 Contact Center - Resolve issues autonomously with Customer Intent Agent

Dynamics 365 Contact Center - Resolve issues autonomously with Customer Intent Agent Customer Intent Agent brings autonomous, real-time, multichannel AI support to Dynamics 365 Contact Center, reaching general availability on November 30, 2025. We are announcing the ability to enable fully autonomous, real-time, multichannel customer support by.

MC1147389 (Updated) Microsoft Teams: AI workflows powered by Microsoft 365 Copilot

(Updated) Microsoft Teams: AI workflows powered by Microsoft 365 Copilot AI Workflows in Teams' Workflows app, powered by Copilot, offer automation templates for licensed users; rollout starts late September 2025 (Targeted), GA late January 2026, feature off by default. Updated October 17, 2025: We have updated the rollout timeline below..

MC1191196 Dynamics 365 Customer Service - Configure timeout rules override in SLA-based automatic actions

Dynamics 365 Customer Service - Configure timeout rules override in SLA-based automatic actions Dynamics 365 Customer Service will allow overriding timeout rules in SLA-based automatic actions, available from December 31, 2025. We are announcing the ability to configure timeout rules override in SLA-based automatic actions in Dynamics 365.

MC1169039 Dynamics 365 Sales – Connect AI agents to sales workflows using Model Context Protocol server - updated date

Dynamics 365 Sales – Connect AI agents to sales workflows using Model Context Protocol server - updated date Dynamics 365 Sales adds Model Context Protocol server, enabling AI agents to automate CRM tasks and processes; general availability starts December 15, 2025. We are announcing the ability to connect Dynamics 365 Sales to your agents and.

Details

Body (from Message Center)

We are announcing the ability to test how well the Case Management Agent is performing with field prediction in Dynamics 365 Customer Service. This feature will reach general availability on January 23, 2026.

How does this affect me?
Simulation helps admins understand how Case Management Agent would perform field prediction so that they can evaluate quality checks and make determinations about the enablement of this feature in production. Admins can choose historical case records or upload an Excel file containing email, chat, or voice transcripts, and view how Case Management Agent would have made field predictions based on the historical records or uploaded data. They can make changes to the Case Management Agent configuration, and quickly re-run simulation to check for improvements in prediction quality.

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

Raw JSON (for debugging)

Expand/collapse the full payload below.

Show/hide raw

{
  "snapshot_item": {
    "action_required_by": null,
    "ai_action_required_by": "2026-01-23T00:00:00Z",
    "ai_actions": [],
    "ai_master_tags": [],
    "ai_model": "gpt-4.1",
    "ai_summary": "Admins can now simulate Case Management Agent field prediction in Dynamics 365 Customer Service, with general availability on January 23, 2026.",
    "ai_topics": [
      "Dynamics 365 Apps",
      "Dynamics 365"
    ],
    "category": "stayInformed",
    "details_map": {},
    "id": "MC1204658",
    "importance": 4,
    "is_major_change": false,
    "last_modified": "2025-12-24T22:51:23Z",
    "ms_products": [
      "Dynamics 365 Apps"
    ],
    "platforms": null,
    "roadmap_ids": [],
    "services": [
      "Dynamics 365 Apps"
    ],
    "severity": "normal",
    "tags": [
      "New feature"
    ],
    "title": "Dynamics 365 Customer Service \u2013 Simulate AI field prediction capability from Case Management Agent"
  }
}