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Whether your agents are created with Microsoft platforms, open-source frameworks, or third-party platforms, Agent 365 helps you deploy, organize, and govern them securely.
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At Microsoft Ignite 2025, we introduced new capabilities in Microsoft 365 Copilot to help every customer become Frontier—including Work IQ, Word, Excel, and PowerPoint agents in chat, and Agent 365.
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In today’s fast-paced digital landscape, customer expectations are higher than ever. They demand swift, accurate, and personalized support—without the friction of long wait times or repetitive interactions. Autonomous case resolution will redefine how support cases are managed and resolved.
Autonomous case resolution is a specialized sub agent within the broader Case Management Agent (CMA) ecosystem. It uses the identified intent to autonomously generate email responses after a case has been created, ensuring customer issues are resolved with minimal human intervention efficiently, intelligently, and empathetically.
Imagine a customer emailing a business about a defective product. The AI agent reads the email, identifies the issue, uses a custom agent to check the warranty status, and sends a replacement confirmation—all without human involvement. If the customer’s message is ambiguous, the agent requests clarification. If there’s no response, it escalates appropriately. This level of autonomy not only accelerates resolution times but also frees customer service representatives to focus on more complex, high-touch interactions.
With Case Management Agent now generally available, customers can use several groundbreaking features of autonomous case resolution:
Autonomous case resolution is more than just a tool, it’s a glimpse into the future of customer support. As it continues to evolve, it paves the way for a fully autonomous contact center experience, where AI agents handle the bulk of interactions, ensuring faster resolutions and higher customer satisfaction.
Watch a quick video introduction.
To learn more, read the documentation:
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Customers expect quick and smooth help when they reach out to customer support—whether it’s about a delayed order, a product question, or a service issue. Good case management means keeping track of all these requests and associated customer conversations to make sure nothing falls through the cracks.
Managing these cases is not always easy. Fortunately, the case create and case update capabilities of the Case Management Agent (CMA) make life easier for support teams and hence, customers.
A case is like a digital record that holds all the details about the support request. Traditionally, whenever a customer contacts customer service—by chat, email, or voice—a service rep creates a case and manually tracks the issue from start to finish. Now, case create and case update capabilities make this process smarter and more automated than ever.
We released the first version of CMA in public preview in April 2025, and now it’s generally available. We’ve taken customer feedback into account and added capabilities to make creating and updating cases more holistic than ever:
Let’s say a customer sends an email to customer support about their device not working properly. As soon as this email is received, Case Management Agent creates a case with the relevant details from the customer’s email. The AI agent answers the email to request further details to solve the issue. The customer sends an email answering AI agent’s questions.
In a pre-CMA world, the customer service rep would have to input these details in the case manually. Not anymore! CMA updates the configured case or related entity fields automatically using this new email from the customer. Everything is kept in one place, so the next agent who helps the customer has the full story—no confusion, no delays.
Watch a quick video introduction.
To learn more, read the documentation:
The post Effortlessly create and update cases with Case Management Agent appeared first on Microsoft Dynamics 365 Blog.
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Over the last few months, our scheduling team has focused on strengthening the core product by addressing the real-world needs of dispatchers, admins, frontline workers, and managers. At Microsoft, our commitment to continuously improving the Field Service experience is rooted in a simple principle: listen to our users, learn from their feedback, and deliver enhancements that make their work easier and more efficient. Today, we’re excited to announce a suite of user experience improvements that are already live in the product, each inspired by your feedback and design to provide immediate value.
Collaboration is at the heart of effective scheduling. Previously, sharing a schedule board tab with specific other users required a lengthy, complicated process. With this release, you can now easily share any schedule board tab with your colleagues directly from the schedule board settings window. Whether you’re handing off coverage for a vacation or collaborating across teams, sharing your setup is just a few clicks away with no more tedious URL construction or lost productivity.
We’ve heard from many of you that when schedules are tight and dense, short bookings often appeared cluttered, with overlapping icons and hastily truncated text. Our redesign cleans up the appearance of these short bookings, dynamically adjusting how much text is displayed and which icons are shown based on the available screen space. We’re making it easier for users to work more efficiently by making the information easy to interpret
For those who need a geographic perspective, we’ve brought back a satellite map view. This visual enhancement helps you better understand resource and work order locations and plan routes with greater context.
Setting up new organizational units or managing the ones you already have should be quick and error-free. Instead of manually entering latitude and longitude for their locations, you can now input a text address, just like you do elsewhere in the product. We’ll handle the geocoding for you, reducing errors and saving valuable time.
We know that inconsistent terminology can be a source of confusion. That’s why we’ve standardized names across the product. “Characteristics” now consistently replace “skills” and “rating models” are used over “proficiency models.” This simple change makes it easier to find the features you need and ensures everyone is speaking the same language.
Beyond these new features, you’ll notice a range of visual refinements throughout the schedule board. From refreshed icons to cleaner layouts, these details will make your daily scheduling tasks smoother and more enjoyable.
Each of these enhancements began with your insights, whether surfaced through direct engagements, surveys, support channels, or the Ideas Portal. We’re grateful for your ongoing partnership and feedback. Please keep telling us what you need and sharing your experiences and ideas. They’re the foundation of our ongoing journey to make Dynamics 365 Field Service the best it can be.
The post Listening, Learning, and Delivering: Field Service Upgrades for Everyday Scheduling appeared first on Microsoft Dynamics 365 Blog.
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