Posted inMicrosoft 365 suite
Posted inDynamics 365 Apps
Dynamics 365 Customer Service – Use shadow mode for Case Management Agent predictions [MC1296468]
Message ID: MC1296468 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…
![Notice - Availability of Microsoft (no Teams) Suites in the EEA [MC1330882] 26 pexels alison m 1261203 2399543](https://mwpro.co.uk/wp-content/uploads/2025/06/pexels-alison-m-1261203-2399543.webp)


![Viva Learning: Academy support on mobile [MC1330883] 30 pexels goumbik 1420710](https://mwpro.co.uk/wp-content/uploads/2024/08/pexels-goumbik-1420710.webp)
![Microsoft Teams: Enhanced bookable desk experience with Teams panel based desk devices [MC1330887] 31 nature 3102762 1920](https://mwpro.co.uk/wp-content/uploads/2025/06/nature-3102762_1920.webp)
![Dynamics 365 Customer Service - Use shadow mode for Case Management Agent predictions [MC1296468] 32 Dynamics 365 Customer Service – Use shadow mode for Case Management Agent predictions [MC1296468]](https://mwpro.co.uk/wp-content/uploads/2024/08/pexels-steve-1530710-1024x683.webp)
![(Updated) Anthropic Claude is now available in Microsoft 365 Copilot [MC1247880] 33 (Updated) Anthropic Claude is now available in Microsoft 365 Copilot [MC1247880]](https://mwpro.co.uk/wp-content/uploads/2024/08/pexels-goumbik-942732-1024x683.webp)
![Microsoft Teams: Change of default file open preference [MC1296482] 34 Microsoft Teams: Change of default file open preference [MC1296482]](https://mwpro.co.uk/wp-content/uploads/2025/06/pexels-cottonbro-7696116-1024x683.webp)
![Microsoft 365 Copilot: Anthropic models available when editing Word documents [MC1296489] 35 Microsoft 365 Copilot: Anthropic models available when editing Word documents [MC1296489]](https://mwpro.co.uk/wp-content/uploads/2024/08/pexels-pixabay-33158-1024x683.webp)
![Microsoft 365 Copilot will use private community and event content as grounding sources [MC1296480] 36 Microsoft 365 Copilot will use private community and event content as grounding sources [MC1296480]](https://mwpro.co.uk/wp-content/uploads/2025/06/pexels-pixabay-50570-1024x683.webp)
![Dynamics 365 Sales - Clone and share Sales Development agent configuration across teams [MC1296464] 37 Dynamics 365 Sales – Clone and share Sales Development agent configuration across teams [MC1296464]](https://mwpro.co.uk/wp-content/uploads/2025/06/waves-7674915_1920-1024x683.webp)