MC1151002 - Dynamics 365 Customer Service â€“ Use Assign option for cases to update capacity, presence

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 October 10, 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.

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.

Dynamics 365 Customer Service â€“ Use Assign option for cases to update capacity, presence

Message ID

Services

Details

Dynamics 365 Customer Service â€“ Use Assign option for cases to update capacity, presence

Message ID

Services

Details