Dynamics 365 Customer Service – Case sentiment insights

We are announcing a new feature for Dynamics 365 Customer Service known as Case Sentiment Insights. This feature is designed to give agents and supervisors a clear, real-time view of customer sentiment across email, chat, and voice channels. This feature will help to identify potential escalations early and support better case prioritization. This feature will reach general availability on April 30, 2026.

How does this affect me?
You will be able to see sentiment scores as icons displayed directly on cases, in case grids, and on agent inbox cards when added to an agent profile. These scores reflect the combined emotional tone of recent customer interactions and update automatically as new communications arrive.

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