Table of Contents
Summary
- Supervisors can use the “Assign To” option on the case form to assign cases to service representatives, automatically updating their presence and capacity.
- The system validates the capacity of the selected representative and prompts supervisors if there is an issue.
- The case owner and WorkedBy field will be updated to reflect the new assignment.
- All downstream routing rules and policies will be honored during the assignment process.
- This change introduces a new feature in Dynamics 365 Customer Service.
Admin Impact: Low
User Impact: Medium
Release Start: 15 Nov 2025
Release End: 15 Nov 2025
Services: D365 Apps
Category: Stay informed
Tags: New Feature
History
10/16/2025 Item Added to Message Center
Microsoft Message
We are announcing the ability to use the Assign option on the case form to work with unified routing to update presence and capacity of service representatives in Dynamics 365 Customer Service. This feature will reach general availability on November 15, 2025.
How does this affect me?
With this release, when supervisors use the “Assign To” option on the case form to assign a case to a representative, the presence and capacity of the service representative will be validated and updated:
- The case owner will be updated.
- The WorkedBy field will be set to the assigned representative.
- The representative capacity will be consumed.
- The representative presence will be updated to reflect the new assignment.
- All downstream routing rules and policies are honored.
If the selected representative has no available capacity or doesn’t match the required profile, the system will:
- Prompt the supervisor with a confirmation dialog.
- Allow them to proceed or cancel the assignment.
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 Use Assign option for cases to update capacity, presence.