Dynamics 365 Customer Service - Simulate case‑resolution flows before production

We are announcing the ability to simulate case‑resolution flows before production in Dynamics 365 Customer Service. This feature will reach general availability on April 30, 2026.

How does this affect me?
This feature enables you to validate Case Management Agent resolution logic to detect configuration and instruction issues before they impact customers. Actionable validations from simulated end-to-end case resolution flows include resolution accuracy, clarification gaps, failures, and estimated credit impact.

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

If you would like more information on this feature, please visit Simulate case resolution flows before production.