Table of Contents
Summary
- New feature allows testing of Case Management Agent’s performance with field prediction in Dynamics 365 Customer Service.
- Admins can simulate performance using historical case records or uploaded Excel files containing transcripts.
- This helps evaluate quality and determine the enablement of field prediction in production.
- Configuration changes can be made, and simulations can be re-run to assess improvements.
Admin Impact: Low
User Impact: Low
Release Start: 23 Jan 2026
Release End: 23 Jan 2026
Services: D365 Apps
Category: Stay informed
Tags: New Feature
History
12/24/2025 Item Added to Message Center
Microsoft Message
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.