We are announcing the ability to automate case lifecycle tasks with Case Management Agent, which automates case creation and updates, facilitates collaboration with experts, and streamlines the case follow-up and closure process in Dynamics 365 Customer Service. This feature will reach general availability on October 31, 2025.
How does this affect me?The Case Management Agent provides the following capabilities:
- Automate case creation and case details during live chats and from incoming
emails:emails:When a customer service representative accepts a live chat, the Case Management Agent will automatically create a case and fill 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.
When automatic record creation (ARC) rules convert an email into a case, the system automatically extracts the required information from the email.email and populates case fields. The case will stay up to date as the customer sends new emails. Uses AI forAutomate case resolution: Once the case is created and updated, the Case Management Agent will leverage identified intent to autonomously draft and send email classification to categorize incoming emails into predefined categories: With this classification, you can automate support workflows to help optimize support processes, improve productivity,responses after a case is created. This ensures timely communication and reduce operational costs. For example, you can skipresolution of customer issues with minimal human intervention.- Automate case
creation for "thank you" emails or marketing spam emailsfollow-up and create cases only for relevant inquiries. Intelligent collaboration prompts with one click:closure Automatically finds: Once resolution is provided, 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. In addition, the collaboration summaries integrate into the application, enhancing the knowledge base and minimizing the need for future collaborations.Tracks cases that need attention: ItCase Management Agent sends follow-up emails based on SLA criteria.emails. When a customer responds, the agent resolves the case or alertswill alert the service representative.representative when needed. These capabilities boost the efficiency of case creation and closure to reduce case handling time.
What action do I need to take?This message is for awareness, and no action is required.
If you would like more information on this feature, please visit
Set up Case Management Agent for case creation and update (preview).