Dynamics 365 Customer Service - Unify next‑step suggestions across Microsoft AI and custom agents

We are announcing the ability to surface recommended next steps for agents in Dynamics 365 Customer Service. This feature will reach general availability on April 30, 2026.

How does this affect me?
The Unified Suggested Next Actions framework provides AI insights with business-specific agent logic, providing clearer, more actionable guidance. Suggestions from Microsoft AI agents and custom line-of-business agents appear in a standardized format across the inbox, case form, and timeline. You can rely on AI-driven guidance that aligns with business rules, supports, multiple suggestions, and reflects the full context of the case. In addition, you can reduce manual triage through automated, prioritized next actions aligned with business rules and customer context.

What action do I need to take?
This message is for awareness, and no action is required.