We are announcing Service Operations Agent in Dynamics 365 Contact Center. This feature will reach public preview on April 24, 2026.
How does this affect me?
This feature allows administrators to set up channels, routing, queues, AI agents, voice configurations, Teams Phone extensibility, and knowledge sources through a single guided assistant. Key capabilities of the Service Operations Agent in Copilot Service admin center include:
- Generate configurations
- Validate setups
- Run simulations
- Surface diagnostics
- Explain the rationale behind recommendations
This message is for awareness, and no action is required.
Source: Microsoft
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