… 3 unchanged lines …
  
  | 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](06-agent-experience/feature-agent-schedule-calendar.md)** — 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](07-copilot-in-customer-service/feature-copilot-cowork-service-skills.md)** — 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](06-agent-experience/feature-agent-experience-inbox.md)** — 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. |
    … 8 unchanged lines …
  | Category | Docs |
  | -------- | ---- |
  | Case Management | 7 |
- | Queues & Routing | 7 |
+ | Queues & Routing | 8 |
  | Knowledge Base | 6 |
  | SLAs & Entitlements | 6 |
  | Omnichannel | 6 |
    … 3 unchanged lines …
  | Administration | 8 |
  | Licensing | 6 |
  | Decision Guides | 7 |
- | **Total** | **72** |
+ | **Total** | **73** |
  

    … 3 unchanged lines …
  
  | Date | Change |
  | ---- | ------ |
+ | 2026-10-07 | Added **[Agent Schedule Calendar in Copilot Service Workspace](06-agent-experience/feature-agent-schedule-calendar.md)** — 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](07-copilot-in-customer-service/feature-copilot-cowork-service-skills.md)** — 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](06-agent-experience/feature-agent-experience-inbox.md)** — 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](06-agent-experience/feature-teams-meeting-integration.md)** — 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. |
    … 11 unchanged lines …
  | Knowledge Base | 6 |
  | SLAs & Entitlements | 6 |
  | Omnichannel | 6 |
- | Agent Experience | 6 |
+ | Agent Experience | 7 |
  | Copilot in Customer Service | 6 |
  | Analytics & Insights | 7 |
  | Administration | 8 |

    … 3 unchanged lines …
  
  | Date | Change |
  | ---- | ------ |
+ | 2026-10-06 | Added **[Customer Service skills in Copilot Cowork](07-copilot-in-customer-service/feature-copilot-cowork-service-skills.md)** — 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](06-agent-experience/feature-agent-experience-inbox.md)** — 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](06-agent-experience/feature-teams-meeting-integration.md)** — 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](09-administration/feature-governance-policies.md)** — 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](08-analytics-and-insights/feature-volume-and-agent-forecasting.md)** — ⚠️ 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. |

    … 3 unchanged lines …
  
  | Date | Change |
  | ---- | ------ |
+ | 2026-10-05 | Added **[Teams Meeting Integration](06-agent-experience/feature-teams-meeting-integration.md)** — 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](09-administration/feature-governance-policies.md)** — 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](08-analytics-and-insights/feature-volume-and-agent-forecasting.md)** — ⚠️ 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](02-queues-and-routing/feature-assignment-methods-and-rulesets.md)** — 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. |

- 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.
+ 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 |
  | ---- | ------ |
+ | 2026-09-22 | New: **[Governance Policies for Outbound Email](09-administration/feature-governance-policies.md)** — 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](08-analytics-and-insights/feature-volume-and-agent-forecasting.md)** — ⚠️ 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](02-queues-and-routing/feature-assignment-methods-and-rulesets.md)** — 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. |
    … 10 unchanged lines …
  | Agent Experience | 6 |
  | Copilot in Customer Service | 6 |
  | Analytics & Insights | 7 |
- | Administration | 7 |
+ | Administration | 8 |
  | Licensing | 6 |
  | Decision Guides | 7 |
- | **Total** | **71** |
+ | **Total** | **72** |
  

    … 3 unchanged lines …
  
  | Date | Change |
  | ---- | ------ |
+ | 2026-09-15 | New: **[Volume and Agent Forecasting](08-analytics-and-insights/feature-volume-and-agent-forecasting.md)** — ⚠️ 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](02-queues-and-routing/feature-assignment-methods-and-rulesets.md)** — 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. |
  
    … 8 unchanged lines …
  | Omnichannel | 6 |
  | Agent Experience | 6 |
  | Copilot in Customer Service | 6 |
- | Analytics & Insights | 6 |
+ | Analytics & Insights | 7 |
  | Administration | 7 |
  | Licensing | 6 |
  | Decision Guides | 7 |
- | **Total** | **70** |
+ | **Total** | **71** |
  

    … 3 unchanged lines …
  
  | Date | Change |
  | ---- | ------ |
+ | 2026-09-12 | Updated: **[Assignment methods and assignment rulesets](02-queues-and-routing/feature-assignment-methods-and-rulesets.md)** — 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