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Dynamics 365 Customer Service – Add knowledge citations to case resolution

Informational

Message ID

MC1296260
View in Admin Center

Services

Dynamics 365 Apps

Details

We are announcing the ability to include knowledge citations in agent-drafted resolution emails in Dynamics 365 Customer Service. This feature will reach general availability on May 31, 2026.

How does this affect me?
With this feature, when Case Management Agent drafts a case-resolution email, it will automatically include references to knowledge articles used.

What action do I need to take?
This message is for awareness, and no action is required.

Timeline

Published
Apr 30, 2026
Message published to Message Center
Updated
Apr 30, 2026
Message content updated
End Date
Jun 30, 2026
Message timeline ends

Tags

#New feature

Category

Stay Informed

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