With the latest updates from Case Management Agent (CMA) in the Dynamics 365 customer service, Microsoft helps organizations to accelerate their development in border companies. These organizations manage AI agents to carry out entire business processes, while people set the direction and monitor progress.
The preview of CMA in July 2025 introduced powerful functions that automate the entire case life cycle from creation to closure with the flexibility, provision of case resolutions for corporate quality.
The publication of CMA in April 2025 laid the foundation for intelligent automation guided by agents. We have created the agent in such a way that they create and update autonomous cases with AI-driven field population and context-related updates. Then it could rework semi -autonomous cases and close them.
CMA now offers flexibility for both completely autonomous and semi -autonomous workflows. In this way, complete automation manages the entire case life cycle:
- Creation and update the case: Creates and updates cases from chat, language and email channels using AI-powered field forecast.
- Case solution: Designs emails for context-related solution and manages follow-up sequences, including SLA-based timing and escalation logic.
- Case follow-up and closure: Automatically designed emails for context-related solution to pursue cases and complete them as soon as the dissolution criteria are met with options for checking the agents or for complete automation.
These skills shorten the time of trade, improve consistency and make customer service staff to focus on complex and high -quality interactions.
Autonomous falling and update
The case management agent can now create and update cases via any channel of the engagement, including language, chat, e-mail and social channels. A case is created if the customer service employee accepts the chat request and automatically updated at the end of the conversation. In addition, related entities (e.g. contacts) can be updated based on ongoing customer interactions that reduce manual efforts and improve data accuracy. The July updates also bring improvements to the handling of e -mail channel. CMA now supports:
- Automated detection of intentions for incoming e -mails and case updates
- Automated follow-up emails that describe the clarification of questions to obtain more information to remedy the case
These functions are particularly valuable for industries such as finance, manufacturing and services in which customers often send their questions by email.
Autonomous fall solution
A great progress in this update is the ability to remedy cases in a autonomous manner. CMA uses the intention to determine the best procedure in any case, including the development of e -mails from knowledge base and trigger custom agents to solve customer problems. If CMA cannot fix a case autonomously, it has intelligence to escalate to a supervisor or customer service employee.
Support for custom agents means that organizations can now configure CMA in such a way that they work with their own logic, workflows and data models without restrictions. It allows:
- Memaked -Lolotion -logic: Organizations can define how cases can be solved on the basis of their unique business rules, processes, escalation paths and customer segments.
- Flexible integration: CMA can now trigger custom flows, call up external services or interact with proprietary systems to determine the best resolution path.
- Improved control: Administrators can finish the behavior of CMA in order to match the requirements for internal compliance, service levels and operating goals.
Improved E -Mail -Canal -Support
The July updates also bring improvements to the handling of e -mail channel. CMA now supports:
- Automated detection of intent to incoming e -mails and case updates.
- Automated follow-up emails with sewage issues to obtain more information to fix a case.
These functions are particularly valuable for industries such as finance, production and service, in which customers often send their questions by e -mail.
Fully autonomous case follow-up and closure
Another effective addition to this release is the ability that CMA treat the case follow-up and closure in a completely autonomous manner. As soon as a solution has been proposed manually or autonomous KANN CMA follow-up messages in order to confirm customer satisfaction, to pursue SLA intervals and to close the case automatically if no further measures are required. This eliminates the need for customer service employees in order to manually monitor the status after the dissolution, and ensures that cases are closed promptly, consistently and in accordance with. It also triggers the customer knowledge management agent if a knowledge ability has to be created from the case. Administrators can configure the number of follow-ups, time intervals and closure conditions, which gives companies full control over the automation logic and at the same time reduces the operating effort.
Configuration and control
Administrators can fine -tune the behavior of CMA using global settings and configuration options. This includes:
- Setting up campaigns, related units and business context for AI -based case updates.
- Configure suitable knowledge, custom agents and other tools to remedy cases
- Specify the email templates as well as the number and time of the emails for follow-up and case closures
- Control, whether CMA is semi-semi-or completely autonomous
This control ensures that every organization CMA can adapt to its needs.
If your company reduces manual efforts, improve the dissolution times and deliver consistent customer experiences, the time is now to investigate what this agent can do. Preview CMA in your Dynamics 365 customer service environment today!
Learn more
To learn more, read the documentation: Autonomous Service Agents in Dynamics 365 (preview) | Learn Microsoft