FEATURES.mdv8 · history
Published docs in the Dynamics 365 Customer Service KB: Consultant-focused KB for Microsoft Dynamics 365 Customer Service: implementation notes, gotchas, and configuration decisions beyond the official docs — across case management, queues and routing, knowledge base, SLAs, omnichannel, agent experience, Copilot, analytics, and administration. The daily monitor task adds a row here when it publishes or updates a doc. Browse the live KB at https://365-almanac.app/kb/d365cs.
🆕 New & Updated
| Date | Change |
|---|---|
| 2026-10-28 | New: Transfer, consult and reroute (Queues & Routing) — reroute hands a live conversation back to unified routing; off by default, new Remove skills on reroute option, GA per Microsoft's 26 Oct docs commit. |
| 2026-10-07 | Added Agent Schedule Calendar in Copilot Service Workspace — read-only schedule view for representatives; needs the Workforce Management app and a third-party adapter for external bookings; not in GCC or sovereign clouds. |
| 2026-10-06 | Added Customer Service skills in Copilot Cowork — the representative-side plugin: turn it on under Customize, pick the environment, approve checkpoints. App install alone grants nothing. |
| 2026-10-06 | Updated: Agent inbox in Customer Service workspace — the channel-focused incoming-work setting is edited from a profile but applies organisation-wide; custom profiles only, All active channels prerequisite, cache clear after save. |
| 2026-10-05 | Added Teams Meeting Integration — Public Preview. Record side panel in Teams meetings for Contact, Opportunity, Lead, Account and Case; Outlook-created meetings aren't linked to a record automatically. |
| 2026-09-22 | New: Governance Policies for Outbound Email — evaluates outbound email (AI-generated and representative-authored) against policy, blocking, logging or routing for approval, with a recorded user override. Email channel only, Customer Service only, consumes Copilot credits on every message. The trap: replace the default Send button with a custom command and governance silently never runs unless you call validateForSend yourself. |
| 2026-09-15 | New: Volume and Agent Forecasting — ⚠️ deprecated 14 Sept 2026, support ends 30 Oct 2026. Both the volume forecast (cases and conversations) and representative forecasting for conversations are going; the replacement is forecast scenarios in workforce engagement management, which is a package install and a planning-group design exercise rather than a like-for-like swap. Six weeks' notice. |
| 2026-09-12 | Updated: Assignment methods and assignment rulesets — added the assignment scale limits Microsoft published on 11 Sept 2026 (custom assignment supports a fifth of the throughput and a fifth of the queue count of the default methods), with a gotcha for existing custom builds sized before the numbers were documented. |
| 2026-09-10 | Initial backfill — 70 docs published across all 11 categories. |
By category
| Category | Docs |
|---|---|
| Case Management | 7 |
| Queues & Routing | 8 |
| Knowledge Base | 6 |
| SLAs & Entitlements | 6 |
| Omnichannel | 6 |
| Agent Experience | 7 |
| Copilot in Customer Service | 6 |
| Analytics & Insights | 7 |
| Administration | 8 |
| Licensing | 6 |
| Decision Guides | 7 |
| Total | 73 |
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