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
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.
Source: Microsoft
Latest Posts
- Amazon EC2 C7a instances are now available in the US West (N. California) Region
- AWS Organizations increases RCP quota to 2,000 per organization
- Amazon EC2 M8a instances now available in the Asia Pacific (Hyderabad) region
- Agents, Workers – Agents SDK reduces MCP schema conversion, adds exposure controls for MCP in Think and Code Mode SDK adds direct host APIs
