We are announcing the ability to select the next best actions (NBA) with Customer Intent Agent
In Dynamics 365 Customer Service. This feature will reach general availability on July 31, 2026.
How does this affect me?
This new feature allows customer service representatives (CSRs) to navigate to the Copilot pane and perform a suite of actions powered by Copilot in one click.
This list of actions includes but is not limited to:
- Drafting emails.
- Updating knowledge articles and case notes.
This feature is admin controlled and can be turned on for the whole organization from the Customer Service admin center. Turning on NBA populates the actions in the Copilot pane for the CSR to use. Every important attribute about the case is collated in one area as the CSR gains information from back-and-forth exchange with customers
Knowledge articles are provided if CSRs are curious to dig deeper and see the reasoning behind suggestions given.
What action do I need to take?
This message is for awareness, and no action is required.