MC1296468 - Dynamics 365 Customer Service - Use shadow mode for Case Management Agent predictions

We are announcing the ability to use shadow mode for Case Management Agent predictions in Dynamics 365 Customer Service. This feature will reach general availability on May 31, 2026.

How does this affect me?
This feature enables you to evaluate predicted actions from Case Management Agent on live cases without sending emails or updating records.

Predicted outcomes include:

Identified customer intent
Drafted response content
Proposed field updates
Recommended follow-up or resolution actions

Administrators can review predicted actions from Case Management Agent to compare recommendations with actual human actions, identify mismatches and gaps, high improvement opportunities, and assess readiness for partial or full automation.

This extension integrates with the Microsoft Power Platform CLI, allowing admins to support agent-driven development workflows in Microsoft Copilot Studio. This extension also allows for updating and deploying agent definitions to the cloud.

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

Identified customer intent
Drafted response content
Proposed field updates
Recommended follow-up or resolution actions

Dynamics 365 Customer Service - Use shadow mode for Case Management Agent predictions

Message ID

Services

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Dynamics 365 Customer Service - Use shadow mode for Case Management Agent predictions

Message ID

Services

Details