FEATURES.mdv3 · 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://apps.pr1vacy.cloud/almanac/kb/d365cs.
🆕 New & Updated
| Date | Change |
|---|---|
| 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 | 7 |
| Knowledge Base | 6 |
| SLAs & Entitlements | 6 |
| Omnichannel | 6 |
| Agent Experience | 6 |
| Copilot in Customer Service | 6 |
| Analytics & Insights | 7 |
| Administration | 7 |
| Licensing | 6 |
| Decision Guides | 7 |
| Total | 71 |
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