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Dynamics 365 Customer Service - Configure timeout rules override in SLA-based automatic actions

Microsoft 365 Message Center Archive by Merill Fernando · Microsoft may not have sent this notice to your tenant.
Dynamics 365 Apps
Microsoft 365 admin center

Rollout

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What the notice says

Microsoft’s text, with source markup removed
We are announcing the ability to configure timeout rules override in SLA-based automatic actions in Dynamics 365 Customer Service. This feature will reach general availability on September 30, 2025. How does this affect me? This feature enables customer service representatives to override timeout rules in automatic actions based on SLAs. In scenarios where a customer service representative is on leave, needs more response time, or transfers a conversation to a different queue, the service representative can change the rules for automatic actions. What action do I need to take? This message is for awareness, and no action is required.

What changed

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The archive supplies one version of this notice.

Linked documentation

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No related evidence found in this installation's recent collection. This does not establish that no announcement exists.

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  • Whether your tenant is affected: this is Microsoft's notice, not a check of your settings.
ChangeIntel

An IT change radar: releases, security, known issues, retirements, documentation changes, and service status from public sources. Every item links to supporting evidence; dates and statuses can change after they are read.

Sources read 27 Oct 04:34 UTC · 272 of 272 readable · 270 fully read · documentation 469/469 current

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